Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 6, 2024 I was contacted by a company named Extra Space Movers and Storage LLC. They gave me a quote to move my household goods from ** to ** for $2203 which is a price lower than I can personally rent a Uhaul truck for. However, their low price also includes fuel, tolls, and labor to both load and unload the truck. In reality, their quote is far too low to be real and this should have tipped me off that this is a scam. During the initial call with this company they told me to lock in this low rate I needed to pay a deposit of $1300. I paid the deposit via my credit card. Right after this we started going over the actual moving contract. I read several things that made me uncomfortable such as they could not guarantee dates for either loading or delivery of my goods. Due to this I told them that I wanted to cancel and this was still on the initial call about 3 minutes after they took my deposit. I was immediately told I would lose my deposit as its considered non-refundable which was never explained to me when I was asked to pay the deposit. So this company wants to keep $1300 of my money for doing absolutely nothing. I have read hundreds of reviews on this company online and now realize they are scamming people in large volumes. I want this company to return my deposit immediately. I have filed a dispute for this charge with my credit card company. If my deposit is not returned I will pursue legal recourse and my intentions are to contact other victims of this company and have them join me.

  Business Response

  Date: 04/12/2024

  
  Dear **************** and the BBB Serving Southeast ******* and *************,
  
  Thank you for bringing this matter to our attention. We acknowledge receipt of the complaint filed by Mr. *************************** concerning his experience with Extra Space Moving and Storage LLC.
  
  Firstly, we appreciate the opportunity to address ************************ concerns. We take all customer feedback seriously and aim to resolve any issues in a fair and timely manner.
  
  Regarding ************************ complaint, we would like to clarify our company's policies and the terms outlined in the contract agreed upon by both parties. Extra Space Moving and Storage adheres strictly to the stipulations laid out in our terms and conditions, which are provided to customers for review and acceptance before any transactions take place. It's essential to note that the terms regarding deposits, including their non-refundable nature, are clearly stated in the contract documentation.
  
  While we regret any discomfort ******************** experienced during his interaction with our company, we stand by the transparency of our pricing structure and service agreements. Our aim is to provide competitive pricing while ensuring clarity and honesty in all our dealings.
  
  In light of ************************ dissatisfaction, we are committed to cooperating with him and his credit card company to address any concerns regarding the deposit payment. However, we must emphasize that our adherence to contractual terms remains unchanged.
  
  We respectfully request ************************ cooperation in providing us with his contact information to facilitate direct communication and further resolution of this matter.
  
  Thank you for your attention to this issue, and we look forward to reaching a mutually satisfactory resolution.
  
  Sincerely,
  
  *************************************
  

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction 4/2/2024 A down payment for moving services for a move to ******* *******.I was told that I could at any time cancel this agreement and that I would be *********** a refund up to the day before our intended move, even if we found another mover. My wife had found another mover that would accommodate everything for the move of the house contents along with shipping our vehicles and a tractor. I called Extra Space Moving and Storage and was told that the down payment was non-refundable, the only way it would be refunded was in the first 24 hours. This is contrary to what I was told when they were trying to get my business. My interpretation of this is a classic bait and switch. I need to see what can be done before getting legal involved. The company location is in ******* ***** and the telephone number is ************

  Business Response

  Date: 04/12/2024

  Dear ****************,
  
  Thank you for bringing this matter to our attention. We take all customer feedback seriously and are committed to resolving any concerns to the best of our ability.
  
  Regarding *********************************** complaint (ID: *********, we acknowledge his dissatisfaction with the refund policy for his down payment on moving services. 
  
  As outlined in the terms and conditions of our contract, which ********************** agreed to upon signing, down payments are non-refundable after the initial 24-hour period. This policy is in place to ensure the efficient allocation of resources and scheduling of services for our valued customers.
  
  We understand ************************** frustration if there was a misunderstanding regarding the refund policy communicated during the sales process. However, we assure you that we adhere strictly to the terms and conditions agreed upon by both parties at the time of contract signing.
  
  While we regret any inconvenience this may have caused **********************, we must uphold the terms of our contract. We remain open to further discussion with ********************** to explore potential solutions within the confines of our contractual obligations.
  
  We appreciate your assistance in facilitating communication between our company and ********************** as we work towards a resolution.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business called me on 3/4/24. He asked what inventory I had which I included 2 bedrooms, front room, kitchen, and laundry including washer/dryer. I told him I was in early stages of moving and will have more accurate inventory come April 9th during the quality review call. Somehow the guy only put down 57 boxes as my entire inventory. He got *************************** on the phone because I was hesitant to make the deal and this guy pushed so hard lowering the price and I caved in and said yes only had to pay half now $985. I have never used a moving company before and this seemed reasonable. As I received the contract I was trying to review it and ******* kept saying just scroll to the signature line and sign I kept saying I am trying to review it he said we went over all of this. Well apparently not if you didnt list all my items I stated. This was a con move to act on the article 8 of their document to charge more for added items. When I finally received the quality review call on the 11th of April I was stunned when the guy said inventory is 57 boxes I reiterated I said 50 boxes and many more inventory so we went through all items in house and now they wanted to charge me $8900 instead of the quoted amount of $1900 I said there is no way you can expect me to afford that. I said please refund and cancel as this was not my agreement in the phone but then again I didnt have time to read the contract per *******. He refused and conversation got heated and he hung up on me. Sending emails to sign saying they will arrive only to pick up boxes I refused to sign. I just want my refund and others aware of their fraudulent behavior. They should be mandated to register with BBB to closely monitor their transactions. I did ask if they recorded calls he said they did I ask that he review that and know the facts of my inventory he stated he guarantees I did not provide that info and I stated then listen to the tape and let me know but you will probably delete that recording now.

  Business Response

  Date: 04/19/2024

  Dear **************** and BBB Team,
  
  We acknowledge receipt of the complaint filed by ************************* regarding her recent experience with our moving services. We appreciate the opportunity to address her concerns and strive to resolve this matter to her satisfaction.
  
  Upon thorough review of **************** complaint, we recognize her dissatisfaction with the outcome of her interaction with our company. We understand that ************ feels there was a discrepancy between the services agreed upon and the final terms outlined in the contract.
  
  While we stand by our standard policy that deposits are non-refundable, we are committed to finding a solution that addresses **************** concerns and demonstrates our dedication to customer service. As such, we would like to extend a courtesy offer to ************. We can remove the cancellation status and place her move on hold, allowing her to utilize the deposit towards a future move within one year from her original booking date.
  
  We encourage ************ to reach out to our customer service team to discuss this option further and to address any remaining concerns she may have. Our team is committed to assisting her and ensuring a positive resolution to this matter.
  
  Thank you for bringing this issue to our attention. Please do not hesitate to contact us if you require any further information or assistance.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 04/20/2024

   
  Complaint: 21560152
  
  I am rejecting this response because:  I have already moved using an alternative method and will no longer need moving services now or in the future. A check in the mail for refund is the only solution I will accept. I encourage others to not use their service as they falsify information from original call only to upsell and charge more later. I have asked multiple times to listen to the recording of the original call for factual information they claim was not there. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/15/2024

  Dear *************************,
  
  Thank you for reaching out and sharing your concerns with us. We understand that moving can be a stressful time and we are sorry to hear about the confusion and frustration you have experienced. 
  
  Regarding your concerns about the initial inventory assessment and the subsequent changes to the moving quote, its important to clarify that the original inventory captured during the preliminary discussion is used as a basis for the initial quote. Our intent is always to provide the most accurate estimate possible, which is why we schedule a quality review call closer to the actual move date to finalize the details based on a more accurate inventory. We regret any misunderstanding that occurred during this process.
  
  We also wish to address your request for a deposit refund. As per our company policies, which are outlined in the contract, deposits are non-refundable because they cover the initial costs of arranging the logistics necessary for a planned move. This policy is standard practice in the moving industry to ensure that we can allocate resources efficiently and maintain high service standards for all our clients.
  
  While we understand this might not be the resolution you were hoping for, we value your business and are here to assist you. If you have further questions or need additional clarification, please feel free to reach out to our customer service team.
  
  Thank you for your understanding.
  
  Sincerely,
  
  *************************************

  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21560152
  
  I am rejecting this response because:

  A refund should be considered in this case since it was the fault of the associate who did not take the correct inventory during the initial call then tried to say it was correct during the follow up call which I did inform them to listen to the recorded call and the man was rude and stated Im sure you are wrong, after arguing with him to please listen to the recording he got loud and hung up before I could tell him to cancel as it is fraud what the company tried to do. Another associate said they would refund but could not because it was paid by credit card which is why I request a check in the mail. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/15/2024

  We regret to inform you the deposit is non refundable at this time.

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Extra Space moving for ******* they based that on the items I requested to be moved! They then subcontracted my business to another moving company! That company picked up my belongings on scheduled day leaving behind three major furniture pieces! Then the owner of that company called and requested I pay him an additional 2400 dollars or he would return my belongings and dump them in the parking lot! He also was very disrespectful and began calling me names! I am 68 yrs old and have no idea who had my belongings including my mothers ashes and everything I own! I had to get a third party to negotiate with this rude man to pay him and get my belongings moved to me Much stress and fear of loosing everything I own was not what I signed up for! Finally paid the 2400 extra and got my stuff delivered a week later ! My belongings had been moved at least three times in that week and arrived damaged !all glass items smashed broken picture frames ! A steam cleaner that was missing the attachment that delivers water! All in all I paid Extra space money for a service that they did not do! They took my money and sold my contact to a very rude man who was not even the least bit interested in getting my belongs back to me undamaged! Extra Space is a business that consumers like myself widowed retired should absolutely stay clear from! The salesman *************** was very good at the sale pitch and made me feel like I made the right choice! It could not have been farther from the truth! This business should not get away with fraudulent claims! Thank you

  Business Response

  Date: 04/19/2024

  
  Dear **************** and BBB Team,
  
  We acknowledge receipt of the complaint filed by ************************* regarding her recent moving experience with our company, Extra Space Moving and Storage LLC. We take all customer feedback seriously and are committed to addressing her concerns promptly.
  
  Upon reviewing ******************' complaint, we understand the distressing situation she encountered during her relocation process. We sincerely apologize for any inconvenience or distress caused.
  
  To address ******************' concerns and facilitate a resolution, we kindly request that she contact our customer service department at her earliest convenience. Our team will provide her with detailed instructions on how to file a claim for the damaged items she mentioned in her complaint. We are dedicated to assisting her in receiving compensation for any losses incurred during her move.
  
  Additionally, we will conduct a thorough investigation into the issues raised to prevent similar occurrences in the future. It is our priority to uphold the highest standards of service and professionalism in all our business dealings.
  
  We appreciate the opportunity to resolve this matter and regain ******************' trust in our services. Thank you for bringing this complaint to our attention, and we look forward to assisting ****************** in reaching a satisfactory resolution.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC
  

• Initial Complaint

  Date:04/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fake scammers. Reached out to company. No answer at all. Do not trust them, be careful go with reputable companies.

  Business Response

  Date: 04/18/2024

  Dear M A,
  
  Thank you for bringing your concerns to our attention. We take all feedback seriously and aim to address each issue promptly and thoroughly.
  
  Upon reviewing our call records associated with your file, we did not find any record of a missed call from the phone number provided. We apologize for any inconvenience this may have caused.
  
  Additionally, we would like to inform you that the motor carrier attempted to contact you for pick-up; however, they were unable to reach you. Please understand that communication is vital for ensuring a smooth moving process, and we are here to assist you in rescheduling your move.
  
  To better assist you, we kindly ask that you contact our customer service team during operating hours, Monday to Friday from 9:00 AM to 6:00 PM EST, and Saturday and Sunday from 12:00 PM to 6:00 PM EST. Our dedicated team is ready to assist you and address any questions or concerns you may have regarding your experience with us.
  
  We appreciate your patience and understanding as we work to resolve this matter. Please don't hesitate to reach out to us directly so we can assist you further and get your move back on track.
  
  Sincerely,
  *************************************
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 04/30/2024

  Not satisfied at all. They are lying about contacting me back. Please take action against this dishonest and unethical company.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21530056
  
  I am rejecting this response because:Not satisfied at all. They are lying about contacting me back. Please take action against this dishonest and unethical company.
  
  Sincerely,
  
  M A

  Business Response

  Date: 05/15/2024

  Dear M A,
  
  Thank you for reaching out with your concerns. We sincerely regret to hear about your unsatisfactory experience and the frustration it has caused. We take these matters very seriously and are committed to providing reliable and honest services.
  
  Please allow us the opportunity to further investigate the specifics of your situation. We ask that you contact our customer service team directly at your earliest convenience, so we can address and rectify any misunderstandings or errors from the motor carrier's end. Your satisfaction and trust are paramount to us, and we are here to ensure that your grievances are attended to.
  
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21530056
  
  No thank you, I would rather deal with an ethical moving company for future moves.

  
  Sincerely,
  
  M A

  Business Response

  Date: 05/23/2024

  Understood.

• Initial Complaint

  Date:04/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid this company to ********** from ******* ** to ********* they lied about the price and tried to do a bait and switch after I found out that no drive was coming I hire another company costing me another $5250. this company took my money and never intended to provide any sservice.PH **********

  Business Response

  Date: 04/12/2024

  Dear ***************************,
  We acknowledge receipt of your complaint submitted to the Better Business Bureau (BBB) regarding your experience with Extra Space Moving and Storage LLC. We appreciate the opportunity to address your concerns and clarify the situation.
  Upon reviewing the details provided, it appears there was a discrepancy regarding the scheduled pickup date for your shipment from *******, **, to *********. Our records indicate that we attempted to confirm the pickup for April 2nd, as per our agreement. However, it seems there was a misunderstanding as you were demanding pickup on April 1st.
  We would like to draw your attention to Section 14 of the terms and conditions, which states that all pickup, load, and/or delivery dates are estimates, and Extra Space Moving and Storage will not be responsible for loss or damages incurred by unavoidable delays. While we strive to meet our customers' expectations, it's essential to understand that there are no guarantees made regarding pack, load, and/or delivery dates.
  As a gesture of goodwill, we are willing to remove the cancel status and allow you to use the deposit toward a move within the next 12 months. We hope this demonstrates our commitment to resolving any issues and providing a satisfactory resolution.
  We understand the frustration this situation may have caused and apologize for any inconvenience experienced. Our team is available to discuss this matter further and address any additional concerns you may have. Please feel free to contact us directly at your earliest convenience.
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to serve you better in the future.
  Sincerely,
  ************************************* Extra Space Moving and Storage LLC

  Customer Answer

  Date: 04/12/2024

  I I called on Sunday March 31 concerning shipping a load of bicycles from ******* ******** to *********. I spoke to ********************* he quoted me a price of $3310. Instructed me that I had to make the deal right now, and that we could not let the phone drop.  I asked him why why is it that we have to do this so quickly and we cant let the phone drop.  He told me if the phone was to drop then we would lose, the opportunity to ship the load he was kind of pushing me into a corner I asked him could I see the contract before I sent him any money? He told me I could not see the contract until after I sent the money.   When I get the quote the first version of it, I pressured him to send me the first version which he had no pick up times no pick up dates no addresses no nothing just basically a form that he sent me with no relative information on it , he told me once that I had paid for it then he would send me the updated contract. He gave me his MDOT numbers and some other numbers to show that he was not a fraud and that he was working for my best interest, but he kept ******* me and ******* me and ******* me to do it, stating if we don't do it now we are going to lose it.  . I kept asking him. I need a drivers telephone number so I can speak with the driver because he kept making me so uncomfortable he kept saying the driver is gonna call you right as soon as we sign the contract, the driver is gonna call you the driver is gonna call you.  After waiting about 60 minutes and not hearing from the driver I call him he did not answer then he text me back  , I text him which I have the text messages which I will attach to this email asking him for more information about the Driver more information about the contract.   I told him that these MUST be in ********* by the evening of the 3rd or by noon on the 4th.  He texted back stating "you got !st available delivery don't worry, it on the contract"  He wouldnt even call me back.  He told me several times we have a driver youre good to go.  The very next morning I found out from my broker which is a  who normally would handle ours bikes but he couldnt this time. He stated that the my bikes were on the load board, The same load that he quoted me for $3310 was all I had to pay I just had to pay the $748 at pick up and $748 in ************** I come to find out that was not true. The load was posted on the board for $6500 and it was posted on the board at from the morning until almost 2 oclock in the afternoon four hours before pick up let him know that those bicycles had to be picked up . Then someone else (around noon) a lady told me that no they could be picked up today on the first the second or the third and I made it clear to them that those bicycles had to be in ********* by noon on the fourth. I told him that that was the whole purpose of me doing it and I was ignored .  I made that completely clear to ****** that these bikes had to be picked up on April 1st.  Since he quoted me $3310 and then placed it on the load board $6500 he was lying from word go telling me he had a driver and the driver was going to call me in minutes.  This would put me into a bait and switch situation when he told me I didnt have to pay anything else. Well if the load is on the board for 6500 and you quoted me $3310 then somebody is lying ********************* has lied to me from day one and  I should be getting my deposit back because everything that he said he lied about it was untrue. Nothing about this entire deal was done. No, Driver was ever found nothing , I want my deposit back of $1814. Theres no reason for people to be on the phone ******* a customer feeding them false information making them feel that their business is going to be handled in appropriate way and the entire time they are lying, manipulating and telling false truth about "all we got the driver but we have to do it now without seeing a contract or and incomplete one". The driver is going to call you as soon as we sign this contract when there was no driver there was no driver on the following day which was Monday Yesterday . He lied about everything I want my deposit back. He knew everything that he was telling me was a lie. He knew he could not pick those bikes up on Monday and have them delivered to the conference on Thursday. He did not have a driver. He lied about everything. Nothing He said he was true. Only thing that was true is he took my money knowing that he could not provide a service to me so he took my money under false pretenses.  I do believe a crime has been committed because I paid so a service and received NO service just lies.     
  ***************************
  Founder, PUR

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21525874
  
  I am rejecting this response because:

  I I called on Sunday March 31 concerning shipping a load of bicycles from ******* ******** to *********. I spoke to ********************* he quoted me a price of $3310. Instructed me that I had to make the deal right now, and that we could not let the phone drop.  I asked him why why is it that we have to do this so quickly and we cant let the phone drop.  He told me if the phone was to drop then we would lose, the opportunity to ship the load he was kind of pushing me into a corner I asked him could I see the contract before I sent him any money? He told me I could not see the contract until after I sent the money.   When I get the quote the first version of it, I pressured him to send me the first version which he had no pick up times no pick up dates no addresses no nothing just basically a form that he sent me with no relative information on it , he told me once that I had paid for it then he would send me the updated contract. He gave me his MDOT numbers and some other numbers to show that he was not a fraud and that he was working for my best interest, but he kept ******* me and ******* me and ******* me to do it, stating if we don't do it now we are going to lose it.  . I kept asking him. I need a drivers telephone number so I can speak with the driver because he kept making me so uncomfortable he kept saying the driver is gonna call you right as soon as we sign the contract, the driver is gonna call you the driver is gonna call you.  After waiting about 60 minutes and not hearing from the driver I call him he did not answer then he text me back  , I text him which I have the text messages which I will attach to this email asking him for more information about the Driver more information about the contract.   I told him that these MUST be in ********* by the evening of the 3rd or by noon on the 4th.  He texted back stating "you got !st available delivery don't worry, it on the contract"  He wouldnt even call me back.  He told me several times we have a driver youre good to go.  The very next morning I found out from my broker which is a  who normally would handle ours bikes but he couldnt this time. He stated that the my bikes were on the load board, The same load that he quoted me for $3310 was all I had to pay I just had to pay the $748 at pick up and $748 in ************** I come to find out that was not true. The load was posted on the board for $6500 and it was posted on the board at from the morning until almost 2 oclock in the afternoon four hours before pick up let him know that those bicycles had to be picked up . Then someone else (around noon) a lady told me that no they could be picked up today on the first the second or the third and I made it clear to them that those bicycles had to be in ********* by noon on the fourth. I told him that that was the whole purpose of me doing it and I was ignored .  I made that completely clear to ****** that these bikes had to be picked up on April 1st.  Since he quoted me $3310 and then placed it on the load board $6500 he was lying from word go telling me he had a driver and the driver was going to call me in minutes.  This would put me into a bait and switch situation when he told me I didnt have to pay anything else. Well if the load is on the board for 6500 and you quoted me $3310 then somebody is lying ********************* has lied to me from day one and  I should be getting my deposit back because everything that he said he lied about it was untrue. Nothing about this entire deal was done. No, Driver was ever found nothing , I want my deposit back of $1814. Theres no reason for people to be on the phone ******* a customer feeding them false information making them feel that their business is going to be handled in appropriate way and the entire time they are lying, manipulating and telling false truth about "all we got the driver but we have to do it now without seeing a contract or and incomplete one". The driver is going to call you as soon as we sign this contract when there was no driver there was no driver on the following day which was Monday Yesterday . He lied about everything I want my deposit back. He knew everything that he was telling me was a lie. He knew he could not pick those bikes up on Monday and have them delivered to the conference on Thursday. He did not have a driver. He lied about everything. Nothing He said he was true. Only thing that was true is he took my money knowing that he could not provide a service to me so he took my money under false pretenses.  I do believe a crime has been committed because I paid so a service and received NO service just lies.     
  ***************************
  Founder, PUR
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/22/2024

  Dear ***************************,
  
  Thank you for reaching out to us regarding your recent experience with Extra Space Moving and Storage LLC. We understand your frustration and concerns regarding the shipment of your bicycles from *******, **, to *********.
  
  Upon reviewing the details provided by both parties, it appears there was a discrepancy regarding the scheduled pickup date for your shipment. Our records indicate that there was a misunderstanding regarding the pickup date, as we attempted to confirm the pickup for April 2nd, in accordance with our agreement. However, we understand that you were expecting pickup on April 1st.
  
  We apologize for any confusion or inconvenience this may have caused. It's important to note that while we strive to meet our customers' expectations, there are instances where unforeseen delays may occur, as stated in Section 14 of our terms and conditions.
  
  As a gesture of goodwill, we are willing to remove the cancel status and allow you to use the deposit toward a move within the next 12 months. We hope this demonstrates our commitment to resolving any issues and providing a satisfactory resolution.
  
  We understand the frustration this situation may have caused, and we apologize for any inconvenience experienced. Our team is available to discuss this matter further and address any additional concerns you may have. Please feel free to contact us directly at your earliest convenience.
  
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to serve you better in the future.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21525874
  
  I am rejecting this response because: The person that was on the phone ******* me through the process knew the bikes had to be picked up on the 1st in order to be in ********* by the start of the conference on the morning of April 4th, 2100 miles away.  There was no misunderstanding about that.  He told me that the bikes would be picked up on time and in addition he told me that he had a driver and the driver would be calling me just after the deal was made, within minutes.  I then found out 3 hours before the pick up time that he did not have a driver and that is when we had to call another company to come and pick up the bikes.  The bike were to be picked up at 7pm on the 1st.  At 3pm the load was still on the load board.  He lied to get me to sign the contract.  We were forced to hire another company to ship the bikes.  There was no misunderstanding, I expressed over and over that the bikes must be picked on the 1st.  He lied over and over saying "we have a driver ready to go and he is going to call you.  If you had a driver why didn't he call me?  If the load is on the load board that means no driver has accepted the load.  You took My money and did nothing you said you would do.  You can't take peoples money and do nothing that you said you would do.  You provided no service and took my money and I want my money back.  People work hard for their money and for you to take hard working people money and do nothing is a crime.  You violated everything when you lied about having a driver the day before and 3 hours before pickup time.  There is no way any driver could have made that 2100 mile trip if the bikes were not picked ON TIME.  If we would have not hired another company you would have derailed 40 peoples vacation not mentioning and experience of a life time. I'm not moving so I reject that I can use the money for a future move, just like you took my money and want it back.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a moving contract with this company on June 25, 2023. In the initial call *************************** proceeded to walk through our entire house with me on the phone. I gave in detail all of our household items they would be moving. I described the sizes in detail, specifically in once instance describing our rocking Rod **** outdoor bench ( its heavy ) our ******* Grill and many additional items. I had asked about boxes as we were not packed yet, i said please quote us 100 boxes 18x18x18 in size and she said if we added about 50 more of that size we could see an increase of $100-200 on the whole trip. She proceeded to give us a quote and said it was conditional upon us signing and providing a deposit that night. We decided to go with it as it sounded like a good deal. We provided a down payment of $2475.00 at that moment. It was not until AFTER That deposit that she sent a list of items to be moved. The dressers were all considered single, the bench was a "SMALL BENCH" the grill was a "SMALL BBQ GRILL". 1 week prior to my move is when they called for a QUALITY ASSURANCE appointment which is where i found out about their "BAIT AND SWITCH" Policy. At this time is when they quoted us an additional $7000 or so ( I Cant remember the exact amount ). They gentleman who did the call was extremely rude, said they would come and just leave what wouldn't fit.... I was moving from **** to **************, i couldn't just LEAVE my extra items. I was able to place a HOLD on my move in which i could use this toward another move. Once this hold was approved an email stating that i could use the money toward a State to State move only. NO WHERE did they state that i had to pay the original quoted amount in order to use my refund. It states that my deposit can be applied to any move with their company excluding ****** or ******. Now they wont let me use the deposit unless i pay the whole previous contract price.

  Business Response

  Date: 04/12/2024

  Dear ******,
  Thank you for bringing this matter to our attention. We take all customer feedback seriously and strive to address concerns promptly and effectively.
  Regarding the complaint filed by ***************************************, we sincerely apologize for any inconvenience or misunderstanding that *** have occurred during the moving process. We understand the frustration ****************************** has expressed, and we are committed to resolving this issue amicably.
  Upon reviewing the details provided, we acknowledge that our representative's communication regarding the conditions of the deposit and its application towards a subsequent move *** not have been as clear as it should have been. We apologize for any confusion this *** have caused.
  Please be advised that Extra Space Moving and Storage LLC is authorized for interstate moving only, as indicated in our terms and conditions. Therefore, the deposit can indeed be applied towards any interstate move that we are authorized to coordinate. We are fully committed to honoring this policy.
  Thank you for your attention to this matter. We look forward to the opportunity to resolve this dispute and regain ********************************** trust in our services.
  Sincerely,
  ************************************* Extra Space Moving and Storage LLC

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21524579
  
  I am rejecting this response because: the practices of obtaining the deposit initially were fraudulent in nature as well.   

  In reviewing many complaints about this company, i am finding that i am not the Only one who was defrauded by their sales reps into giving over a deposit.   

  It is 100% a classic bait and switch sales procedure that this company employs.   

  They can provide me with a refund on my deposit as no services were rendered.  If receipts can be provided for alleged "prepayments" then a fair and honest company could provide those.  

  Sincerely,
  

  
  ***************************************

  Business Response

  Date: 04/22/2024

  Dear ***************************************,
  
  Thank you for your continued correspondence regarding your experience with Extra Space Moving and Storage LLC. We understand your frustration and appreciate the opportunity to address your concerns.
  
  After carefully reviewing your complaint and the response provided by Extra Space Moving and Storage LLC, it's evident that there was a misunderstanding regarding the terms of the deposit and its application toward a subsequent move. We acknowledge the confusion that *** have arisen from the communication regarding this matter.
  
  While we empathize with your situation, it's important to clarify that Extra Space Moving and Storage LLC is authorized for interstate moving only, as outlined in our terms and conditions. As such, the deposit can be applied toward any interstate move that we are authorized to coordinate, in accordance with our policy.
  
  Regarding your assertion of fraudulent practices and bait-and-switch tactics, we take such allegations seriously. However, we assure you that it is not our intention to engage in any deceptive practices. Our goal is to provide transparent and reliable moving services to all our customers.
  
  In light of your dissatisfaction and to resolve this matter amicably, we are committed to honoring our policy regarding the application of the deposit toward a future interstate move with our company, excluding moves to ****** or ******. We apologize for any inconvenience caused and hope this resolution meets your expectations.
  
  If you require any further assistance or clarification, please do not hesitate to contact us. We value your feedback and aim to ensure a satisfactory resolution.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:04/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was relocating to move towards my mom and I was searching for a company and this company called me made it seem like they was legit got my information. I asked them to cancel the contract they didnt. They asked me for half of the deposit and they was telling me that they will send me too collections if I dont pay them and stuff . Remind you the contract dont start until next month but I looked up the company was not legit so they threatened with collections and everything so Im reporting this company. They had a person do it all than the number didnt work . Than mention a guy name **** for transfer my ********* ?? stop These people they want me too pay a deposit

  Business Response

  Date: 04/12/2024

  Dear Destiny F,
  
  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and aim to address any issues promptly and effectively.
  
  Upon reviewing your file, it appears that there may be a misunderstanding regarding the payment terms outlined in the agreement. Our records indicate that a promise to pay a post-dated check for April 19th was made, and the payment is scheduled to be processed accordingly in accordance with the signed agreement.
  
  Regarding the cancellation process, we understand your desire to cancel the contract. However, as stated in our policy, cancellations must be processed through our Customer ******************** within 24 hours of electronically signing the original agreement. We encourage you to reach out to our team at ************** between 10 AM and 6 PM EST, Monday - Saturday, to discuss your cancellation request further.
  
  We apologize for any inconvenience or confusion you may have experienced throughout this process. Our aim is to ensure a smooth and satisfactory moving experience for all our customers, and we will do our best to address your concerns promptly.
  
  Please feel free to contact us directly if you have any further questions or require assistance.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:04/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was researching moving companies. They reached out to me regarding a move. Their rep ************************* acted like he understood the hardship and complications of moving and tried to help me as our last moving company was unchanging us. But he conned me. Told me I'd get a refund of my deposit if any issues came up. They did not complete any services so why we couldn't get our deposit back seems wrong and false advertising. He said if we had issues to reach out to him and he'd help whether it be price or anything else. He guaranteed they are a 5 star moving company but after seeing their reviews they are NOT a 5 star company. They did not go over their contracts with me and said things that contradicted their contract and now we are out $1797.00 for our deposit. I just wanted my deposit back for services that WERE NOT done!

  Business Response

  Date: 04/11/2024

  Dear *****************************,
  
  Thank you for reaching out to us with your concerns regarding the refund of your deposit. We appreciate the opportunity to address this matter.
  
  Upon reviewing the details provided, it appears there may have been a misunderstanding regarding our deposit policy. As outlined in the terms and conditions that you agreed to, deposits are non-refundable. We understand this may not have been the outcome you were expecting, and we apologize for any confusion or inconvenience this has caused.
  
  While we are unable to issue a refund for your deposit based on our policy, we want to assure you that we value your feedback and take your concerns seriously. Moving forward, we will work to ensure that our communication regarding our policies is clear and transparent.
  
  If you have any further questions or need assistance, please don't hesitate to contact us. We appreciate your understanding in this matter.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21519952
  
  I am rejecting this response because: You have scammed multiple people. All your reviews show that you take money and DO NOT fulfill any of the job details. Your representative promised me a full refund and also promised if we needed any help  DAY OR NIGHT he would answer and help us. That was not the case your representative falsified information to get a signature and my money. No services were provided and I reached out within *************** the documentation from you. Not my fault that you as a SCAM company decided to keep my deposit without doing any of the work. You falsified information and gave false information to get my deposit. Your representative when I reached out ***** literally told me "I'm so sorry you let someone scam you,we didn't out a gun to your head" she fully admitted to scamming me out of my money and not fulfilling any of the job tasks. I want my money back. This is not how you run a business and I will make sure all of my family and friends share our experience with your terrible company!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/22/2024

  Dear *****************************,
  
  Thank you for providing additional details regarding your experience with Extra Space Moving and Storage LLC. We understand your frustration and are committed to addressing your concerns.
  
  Upon reviewing your rebuttal, it's clear there are discrepancies between your expectations and the service provided. We apologize for any confusion or inconvenience this has caused. It's important to us that our customers feel heard and valued, and we take your feedback seriously.
  
  While we maintain our stance on our deposit policy as outlined in the terms and conditions, we acknowledge the need for clearer communication regarding our services and policies. We regret any misrepresentation that *** have occurred during the process.
  
  Our team is dedicated to resolving this matter to your satisfaction. We appreciate your patience as we work towards a resolution. Please feel free to reach out to us directly if you have any further questions or concerns.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21519952
  
  I am rejecting this response because: there was no service provided. You accepted my deposit, within 24 hours as stated I requested a cancelation and my deposit back, exactly the way your service representative said I should and you still kept my deposit despite the fact that it states in your policy 24 hours after accepting the deposit for cancelation. There is no confusion, you're simply trying to keep my money WITHOUT providing any services of any sort. You're just doing bad customer service. If you really wanted to fix this you'd return my deposit to me in full as a resolution. Anything other than that is unacceptable and horrible customer service. You did not complete any services and when I did need help I got laughed at by the representative and she told me "it's not her fault I got scammed." Knowing exactly what you did. This was unacceptable and not a way to handle business. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: March 7, 2024 Amount: $748.41 They quoted $1876 for 370 cu.ft which was gross underestimation. They came up with 1700 cu.ft instead. They did not ask for a full inventory except to list big items.They did say unlimited boxes.We were told we had to book that day or there was no price guarantee. They also stated, on what was supposed to be packing day, that they don't stack anything except boxes which got the 1700 cu.ft change.

  Business Response

  Date: 04/11/2024

  Dear *********************,
  
  We acknowledge the concerns you've raised regarding your recent experience with Extra Space Moving and Storage LLC. Our team has thoroughly reviewed the details of your complaint and we regret any inconvenience this situation *** have caused.
  
  Upon investigation, we found that the deposit you provided is non-refundable due to services being rendered. On the scheduled day of service, the motor carrier arrived prepared to perform the agreed-upon services. However, it appears that you declined to move forward with any of the options presented, including staying with the original plan or proceeding with the revised one.
  
  We understand your frustration regarding the discrepancy in the estimated cubic footage and the actual volume required for your belongings. We strive to provide accurate estimates based on the information provided by customers, and we apologize if there was any misunderstanding in this process.
  
  Please note that our commitment is to advocate for our customers and ensure that any discrepancies are addressed appropriately. While we regret that we are unable to issue a refund in this instance due to the services rendered, we are open to discussing alternative resolutions or accommodations to rectify the situation to the best of our ability.
  
  We value your feedback and the opportunity to address your concerns. Please feel free to reach out to us directly to discuss further steps or to provide any additional information that *** assist in resolving this matter.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21505789
  
  I am rejecting this response because:

    The fault lies fully with the company, due to ... not getting all the required questions in order to make a much more accurate quote.  It should not be my responsibility to make sure YOU ask the right questions... its part of your company plan, right?.  Do you really believe that... when you were told it was a 3 bedroom house that 370 cu.ft was the appropriate number?  Granted, I should have clued in as well but it's the companies job to give the correct information.   AND to be honest, ethically.  

  Oh, I thought this was a veteran owned company.   From one veteran to another,  you appear to be intentionally misleading people.

  Sincerely,
  
  *********************

  Business Response

  Date: 04/19/2024

  Dear *********************,
  
  Thank you for your continued correspondence regarding your complaint with Extra Space Moving and Storage LLC. We've carefully reviewed your feedback and appreciate your perspective on the matter.
  
  As previously stated, we understand your concerns and regret any inconvenience caused by the discrepancy in the estimated cubic footage and the actual volume required for your belongings. Our commitment is to advocate for our customers and ensure that any discrepancies are addressed appropriately.
  
  We acknowledge your rejection of our initial response and your belief that the fault solely lies with our company. While we respectfully disagree, we understand your position.
  
  At this time, we reiterate our willingness to discuss alternative resolutions or accommodations to rectify the situation to the best of our ability. However, please note that our deposit policy remains in effect, as services were rendered.
  
  We appreciate your patience and understanding as we work to find a resolution.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC