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:03/20/2024

  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.

  Wr paid a moving company to help us move from ******** to Washington and they have charged us way more then what the contract was for and also left some of our stuff in ********

  Business Response

  Date: 03/21/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention. We take all customer concerns seriously and strive to address them promptly and professionally.
  
  Regarding the complaint filed by Mr. ************************** we understand his frustration regarding the discrepancy in the final moving costs compared to the initial contract. As a moving broker, we facilitate arrangements between customers and motor carriers, and it is standard practice within the industry that if additional space is needed beyond what was initially reserved, the cost of the move will increase accordingly. However, we acknowledge that clear communication regarding potential cost adjustments should have been provided upfront.
  
  While we regret any inconvenience caused, we must clarify that as a moving broker, we do not directly handle the physical transportation of goods. Our role is to connect customers with licensed and insured motor carriers to fulfill their moving needs. Nevertheless, we take responsibility for advocating on behalf of our customers to address any discrepancies or issues with the motor carrier involved in ************************ move.
  
  We will thoroughly review the communication and documentation related to ************************ case to ensure that all appropriate steps were taken to inform him of any potential cost adjustments and to investigate any discrepancies in billing. We will then work diligently to facilitate communication between ******************** and the motor carrier to seek a resolution that satisfies both parties.
  
  We appreciate your assistance in facilitating communication between us and ********************, and we are committed to working towards an amicable resolution to this matter.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:03/15/2024

  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.

  I ordered a truck on November 26th and paid the deposit; well, my items did not get picked up until February 2024.i was never told I had to schedule a delivery date so after two weeks of waiting for my items which sat in ********** they dropped of my items. at the intimal booking i told the company I live in an apartment complex and an 18-******* will not fit and I told them exactly what items i had in storage to be picked up. well, I had my daughter go to the storage they left furniture tables dishes pots and pans pictures and various other items and when they dropped off, they left my items on the curb of a street, and I had to go picked them up. I am very upset and I want my deposit back it took extremely too long to get my stuff and for them to leave on the curb is crazy. my deposit was $657.00 I want it back I had to move items myself that I paid for.

  Business Response

  Date: 03/15/2024

  Dear **************** and ***********************,
  
  Thank you for bringing this matter to our attention. At Extra Space Moving and Storage LLC, we value our customers' satisfaction and strive to ensure a smooth and efficient moving process. We understand the inconvenience and frustration that ************** has experienced and we sincerely apologize for any distress caused.
  
  Upon reviewing the details of the complaint, it's important to clarify that Extra Space Moving and Storage acts as a moving coordinator/shipper agent/broker, and not as the carrier responsible for the physical movement of goods. As outlined in Section 4 of our agreement, our role is to facilitate the logistics of the move by connecting customers with carriers best suited to meet their specific moving needs. We do not directly handle, transport, or store the goods, nor are we involved in the operational decisions of the carriers.
  
  Regarding the concerns expressed by **************, it appears there has been a misunderstanding regarding the pickup and delivery schedule as well as the specific requirements for accessing her apartment complex. We regret any communication issues that *** have occurred and the subsequent inconvenience of having items left on the curb. While we understand the desire for a refund of the deposit, our policy, as agreed upon at the time of booking, specifies that services rendered by the carrier, not Extra Space Moving and Storage, determine eligibility for refunds or compensation for damages.
  
  Nevertheless, we are committed to assisting our customers through any issues they *** encounter with the carrier. We are prepared to provide ************** with detailed instructions on how to file a claim for compensation for any damages incurred during the move. The carrier's liability for loss or damage is limited to the terms outlined in our agreement, which is the lesser of the actual loss or damage, an amount equal to sixty cents per pound per damaged article, or the lump sum declared value.
  
  We urge ************** to contact us directly so we can guide her through the claims process and advocate on her behalf to resolve this issue with the carrier. Our aim is to ensure that any valid claims are addressed promptly and fairly in accordance with the carrier's policies.
  
  We appreciate the opportunity to address this complaint and hope to facilitate a satisfactory resolution. Our customer service team is available to provide further assistance and support to ************** throughout the claims process.
  
  Sincerely,
  
  *************************************
  Operations Manager
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:03/06/2024

  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.

  As a doctor, I had planned to move from **** to ******* and had booked a move with Extra Space Moving and Storage, mistakenly thinking that they were related to Extra Space Storage. However, I later found out that they only use their name and mislead customers. I paid a deposit of $658.08 on October 17, 2023. Due to a change in my relocation plans, I contacted the company in February 2024 to cancel the move. Since the move was scheduled for July 2, 2024, I assumed that I would not have any issues getting my deposit back. Unfortunately, the company refused to refund my deposit, citing the contract I had signed with them after speaking with their salesperson, ******. She convinced me to book the move and I did without reading the fine print.I am willing to compromise and forego a portion of my deposit, but I find it frustrating and unfair that the company is withholding my deposit, especially considering that my move is still months away. To make matters worse, I discovered that the company is a broker and not a moving company - they outsource the job to other companies, which means there is no guarantee about who will show up at my door,not that they look better online .I believe that this company is unethical and heartless for taking my money without any valid reason. Therefore, I am requesting that they return my deposit and conduct their business with more dignity. I am a resident now and struggling but they just don't care .

  Business Response

  Date: 03/06/2024

  Dear *****************************,
  
  Thank you for bringing your concerns to our attention. We understand the frustration you've experienced with your recent booking with Extra Space Moving and Storage.
  
  After reviewing your complaint, we want to sincerely apologize for any confusion or inconvenience caused. We understand that you had initially thought our company was affiliated with Extra Space Storage, and we regret any misunderstanding that *** have arisen from this. Our aim is always to provide clear and transparent communication with our customers, and we apologize if this was not the case in your situation.
  
  Regarding the cancellation of your move and the request for a refund of your deposit, we want to clarify that our policies are designed to protect both our customers and our business operations. As outlined in the contract you signed with us, cancellations made outside of the specified window *** result in forfeiture of the deposit. We understand that your circumstances changed, and we empathize with your situation; however, we must adhere to the terms agreed upon at the time of booking.
  
  We would like to address your concerns about the nature of our business as well. As a moving broker, we work with a network of reputable moving companies to ensure that our customers receive high-quality service. While we understand your apprehension about the outsourcing process, we assure you that we only partner with trusted professionals who uphold our standards of excellence.
  
  We appreciate your feedback and understand your decision. If you have any further questions or concerns, please feel free to reach out to us.
  
  Once again, we apologize for any inconvenience you've experienced, and we appreciate your patience and understanding as we work to address your concerns.
  
  Sincerely,
  
  *************************************

  Extra Space Moving and Storage

• Initial Complaint

  Date:03/04/2024

  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.

  We made a deposit of ****** to this moving company and they don't want to refund our money.

  Business Response

  Date: 03/05/2024

  
  Dear ******,
  
  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to address them.
  
  Regarding the complaint filed by ***************************, we understand his frustration regarding the non-refundable deposit. As stated in our terms and conditions, which **************** agreed to upon booking our services, deposits are non-refundable. This policy is clearly communicated to all our customers to ensure transparency and fairness.
  
  We empathize with ******************** situation and regret any inconvenience this may have caused. However, it's important to note that this policy is in place to secure reservations and allocate resources for our clients' moving needs. 
  
  While we cannot refund the deposit per our agreement, we are committed to assisting **************** in any way possible. We will review his case internally to ensure that all procedures were followed correctly and address any concerns he may have. Our goal is to provide excellent customer service and we will strive to resolve this matter to ******************** satisfaction.
  
  Thank you for your attention to this matter. We look forward to working towards a resolution with ****************.
  
  Sincerely,
  
  ***********************************; 
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:02/29/2024

  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 misled and given false information by a pushy salesman that by using psychological techniques forced me to sign a controversial contract. I cancelled the contract within less than 24 hours and now the company wants to charge me a 15% administration fee for a service that wasnt provided. Theres tons of complaints about other customers regarding the exactly same issue. This company is misleading and false advertising their service in order to make people sign their contract and take their money.

  Business Response

  Date: 03/01/2024

  Dear **************** and ***********************************,
  
  Thank you for bringing your concerns to our attention. At Extra Space Moving and Storage, we take all feedback seriously and strive to provide transparent and fair service to all our customers. Upon reviewing the details of the complaint filed by **********************, we understand the situation involves a cancellation and the associated fee.
  
  Our records indicate that when signing the contract, all parties were informed of the terms and conditions, including the 15% cancellation fee applicable if the service is canceled after the agreement. This policy is in place to cover administrative and preparatory costs incurred from the time a contract is signed to the point of cancellation. We believe in maintaining transparent communication with our clients and ensure that all our representatives are trained to provide accurate information about our services and policies.
  
  Unfortunately, in this case, as the cancellation policy was clearly stated and agreed upon at the time of signing, we are unable to waive the 15% cancellation fee. We empathize with ************************** situation; however, our policies apply equally to all customers to ensure fairness and consistency in our service.
  
  Furthermore, due to the failure to settle the cancellation fee as outlined in our terms, we had no choice but to proceed with transferring the outstanding balance to a collections agency to manage the recovery process. This step is a standard procedure for unresolved payments and is taken with careful consideration and as a last resort.
  
  We are committed to advocating on behalf of our customers to ensure any discrepancies are addressed and will continue to do so for **********************. We are open to discussing potential resolutions within the boundaries of our established policies. Our goal is to ensure that all parties involved can come to a satisfactory conclusion.
  
  We appreciate the opportunity to clarify our position and are ready to assist further if necessary. Our priority remains to provide quality service while adhering to the fair and transparent policies that govern our operations.
  
  Sincerely,
  
  *************************************
  Operations Manager
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:02/23/2024

  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.

  They have a pretty tight team to work their scheme:Step 1 The initial "salesperson " , ******, lures the customer in by saying anything the customer wants. Example, can I cancel- response yes up to 10 days before the move. He never says that the deposit is nonrefundable. Second example, will it be your employees that complete the move or do you subcontract out? - response yes it will be our people that will complete the move. These responses are not what is written in the contract (see attachment). Therefore if the customer doesn't scrutinize the paperwork but instead goes by what is said, they are trapped in a bad deal and the company has no financial incentive to give good service. Step 2 If there is a problem or concern, the customer is transferred to "retention" where ******** will handle the situation in an aggressive and threatening manner. For example, he said "if you don't pay you will be sent to collections " or "we will *** you for fraud".The same story plays out over and over the same way accorcing to multiple reviews and reports. Apparently they had to change their businessname to keep the scheme going. I sent a cancelation letter via **** certified mail which was signed onand when I called about 2 weeks later they still had me as "on hold". ****** learned - never trust what is said but read the full contract in detail.

  Business Response

  Date: 03/10/2024

  Subject: Response to BBB Complaint ID ********
  
  Dear **************** and the BBB Team,
  
  Thank you for bringing this matter to our attention, and we apologize for any delay in our response. At Extra Space Moving and Storage LLC, we are committed to providing transparent and fair services to all our customers. We regret any confusion or inconvenience experienced by *********************************** and appreciate the opportunity to address her concerns.
  
  Upon review of ************************** complaint, we understand that there are discrepancies between the services she was led to expect and the terms outlined in our contract. It's important to clarify that Extra Space Moving and Storage acts as a broker, coordinating moves with trusted third-party carriers. While we strive to ensure clear and accurate communication between our sales team, retention department, and our clients, it appears there may have been a misunderstanding in this instance.
  
  Regarding the non-refundable deposit, this policy is stated within our contract to secure the moving slot and carrier for the move. We acknowledge that more effort should be made to emphasize key contract terms during initial conversations. Our intention is never to mislead or trap our clients into agreements that do not meet their expectations.
  
  In response to Ms. ********** situation, we are reviewing our internal procedures and training programs to prevent such misunderstandings in the future. 
  
  We hope this clarifies our position and demonstrates our commitment to resolving the concerns raised by **********************. We will continue to work diligently to ensure our customers receive the quality service they expect and deserve.
  
  Sincerely,
  
  *************************************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21336527
  
  I am rejecting this response because:
  There are so many reviews that have stated the same or similar report for an extended period of time and that they have responded to,  thereby showing that that should already be aware. In fact there are so many complaints that the person in charge of responding is kept quit busy and is very skillful in trying to make a believable response, but the quantity indicates that they have no real interest in making a real change to their hustle/scam. Once they get too many complaints perhaps they'll just change their name again like they did before and "start fresh". 

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

  Business Response

  Date: 03/13/2024

  Dear *******************************,
  
  Thank you for your additional correspondence regarding your experience with Extra Space Moving and Storage LLC. We take all feedback seriously and aim to address concerns promptly and effectively.
  
  We understand your frustration and disappointment with the situation. Please know that we are committed to investigating the matter thoroughly and taking any necessary steps to improve our services. We apologize for any inconvenience this may have caused you.
  
  We would like to assure you that we are actively working to address the issues raised in your complaint and those of other customers. We value your feedback as it helps us identify areas for improvement and strive to deliver a better experience for all our clients.
  
  If you have any further information or details you would like to share with us, please do not hesitate to reach out. We are here to assist you and resolve this matter to the best of our ability.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:02/14/2024

  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.

  We were supposed to receive this service on 2/12 Monday. We spent nearly 2 hours on the phone, explaining every detail of what we needed for having clothes transported from ***** to ******* we gave this company broker every detail the exact measurements of the storage unit. the amount of racks , the exact amount of clothing we needed and he guaranteed us a certain price for start to finish service, which was 1550. He also convinced us to have them transported in a way that ended up not even being possible. We basically were lied to multiple times and once the move came, they wanted to charge us an extra $5000 and said the way we wanted to move everything wasnt possible. Which is the way the customer service rep told us to have it done. after reading their reviews we realized a lot of them were fake reviews and went on to read the other ones and they all said the same thing they all said they were guaranteed a certain amount for start to finish service and then were trying to be charged an extra $5000 like I said previously we were nothing but detailed in what we needed to move. Once the movers got there, they said in no way where they able to move them the way that he suggested we have them moved and again tried to charge us an outrageous amount the broker we talked to also went as far as to send us their reviews but when you look, they are all Made by people who only have one review and for my experience those are fake accounts. Weve been trying to get a hold of some kind of manager so we can receive a refund for the deposit which was $656, for three days now and have received no callback and no email back all they tell us is that its only by email and that theres not a phone number. We are trying to get a refund for the deposit, but theyre making it impossible saying that we refused service even though we were lied to about everything.

  Business Response

  Date: 02/15/2024

  Dear ***********************,
  
  I hope this message finds you well. I wanted to address the concerns you've raised regarding your recent experience with Extra Space Moving and Storage.
  
  Upon reviewing the terms and conditions outlined in the moving policy that you agreed to, it's clear that the deposit you provided is non-refundable after placing the reservation for scheduling purposes. As per the agreement, any refusal or denial of service during the pickup window is treated as a late cancellation made outside of the cancellation window, and no refund is issued in such instances.
  
  We understand that situations may arise where adjustments are necessary, however, based on the terms agreed upon, the cancellation of the service resulted in the forfeiture of the deposit. 
  
  If you have any further questions or concerns, please feel free to reach out to our customer relations department at ************** or via email at ***********************************************************.
  
  Thank you for your understanding.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 02/17/2024

   
  Complaint: 21291639
  
  I am rejecting this response because:

  everything in our contract was a lie and we didnt receive ANY of the services that were guaranteed to us by your employee, nor did we receive any help or responses when trying to resolve this matter. We emailed and called for days and were told we wouldnt be contacted and never heard anything- to this day might I add.
  your employee gave us a fake review page and a fake amount of money for us to pay for start to finish service and nothing was done correctly on your businesses end. We were lied to completely. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/20/2024

  Dear **************** and ***********************,
  
  Thank you for your continued correspondence and for bringing your concerns to our attention. At Extra Space Moving and Storage LLC, we are committed to providing exceptional service and support to all our clients, and we take any expression of dissatisfaction seriously.
  
  Upon receiving your complaint, we conducted a thorough review of your file and the circumstances surrounding your move. We understand that there may have been some confusion and frustration regarding the services provided and the payment issues that arose.
  
  Regarding the payment, our records indicate that the payment we received was returned due to a stop payment request, leaving no funds on file for the services arranged. As a moving broker, our role is to coordinate moving services between our customers and the motor carriers. In your case, we successfully arranged for the movers to arrive at the pickup location as per the services requested. However, it has come to our attention that you chose not to proceed with these services at that time.
  
  We regret any misunderstanding regarding the services guaranteed by our employee. We strive for transparency in all our interactions and are concerned to hear that the information provided did not meet your expectations. We would like to clarify that any miscommunication was not intentional, and we apologize for any inconvenience this may have caused.
  
  Please be informed that due to the payment issues, your file is being transferred to collections. The services we were paid for were coordinated as agreed, with the movers arriving at the pickup location ready to perform the services you ordered. It was noted that you declined to move forward with the services at that time.
  
  We understand this situation is far from ideal, and we regret any inconvenience this process may cause. Our intention is always to ensure a clear and understanding resolution for all parties involved.
  
  Should you wish to discuss this matter further or have any additional information or documents to provide, please do not hesitate to contact us. We are here to assist within the scope of our role as a broker.
  
  Sincerely,
  
  *************************************
  Manager
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:02/09/2024

  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.

  ******************* called with Extra space and moving on 2-4-24, gave me a quote said it wasn't valid if i didn't take the offer now. He hurried over the contract with me as it was lengthy contract and when i he would reply take your time just go the button where the two yellow lines are sign there, he was inpatient and hurried me to sign but told me to take my time. I asked if i could cancel he said yes i had 24 hours 5 days before the moving date. As i continued to try and read the contract he kept discouraging me to just go to the bottom and sign, i could read later. I called on 2-9-24 to cannel my move and was told by section I was only allowed 24 hours to cancel with a refund and kept my entire ****** after i explained that is not what ******************* Explained to me. nothing was ever mentioned that if i didn't call to cancel within a certain time that i wouldn't be fully refunded. i have read other ****** reviews and this company is also scamming others who try and cancel

  Business Response

  Date: 02/13/2024

  Dear **************** and BBB Team,
  
  Thank you for bringing this matter to our attention. We take all complaints seriously and are committed to addressing them promptly and professionally.
  
  Regarding the complaint filed by *********************, we would like to provide our perspective on the events described. Upon reviewing our records and conversations with the customer, here is our understanding of the situation:
  
  On 2-4-24, our representative, *******************, provided **************** with a quote for moving services. We acknowledge that there might have been a misunderstanding regarding the cancellation policy. Our standard procedure is to provide customers with a clear explanation of our cancellation policy, which typically includes a timeframe within which cancellations can be made for a full refund. However, it seems there may have been a miscommunication or oversight in this instance.
  
  We strive to ensure that our customers have sufficient time to review and understand their contracts before making any decisions. We apologize if **************** felt rushed or pressured during the contract signing process. We will use this feedback to improve our customer service and communication practices moving forward.
  
  As per our policy and contract terms, the deposit made by **************** is non-refundable. We understand her disappointment, and we regret any inconvenience this may have caused.
  
  Thank you for your assistance in facilitating this communication process. Please do not hesitate to contact us if you require any further information or assistance.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:02/06/2024

  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 was given a last minute call to get a confirmation on my move to where the representative that called me spoke to me an a aggressive way, was not responsive to my questions, was harassing and shutting down any attempt at my end to talk. I later called the company for a refund, because now with that transaction I cannot trust the company. I was spoken to in an offensive way to which the company said we cant do anything for you meaning no refund is possible. This all took place within the week of my move to where they did not give me an actual day or time to when they would be coming. Because of all this I feel that I was scammed by the company.

  Business Response

  Date: 02/07/2024

  Dear **************** and ***********************,
  
  Thank you for bringing this matter to our attention. We take customer feedback seriously and are committed to providing a positive experience for all our clients. Upon reviewing the details of ******************** complaint, we understand the concerns raised and wish to address them in a manner that is both fair and considerate.
  
  We acknowledge that **************** received communication regarding her move that she found to be unsatisfactory, and for that, we extend our sincere apologies for any distress or inconvenience caused. Our aim is to ensure clear and respectful communication with all our customers, and it appears that in this instance, we fell short of our own standards.
  
  Regarding the cancellation request and the refund of the deposit, as outlined in Section 8 of the Extra Space Moving and Storage Agreement, deposits become non-refundable if the cancellation occurs within five days of the first available pickup date. This policy is in place to manage the logistics and costs associated with scheduling moves. However, we understand that circumstances can arise leading to a need for cancellation, and we strive to be as accommodating as possible within the constraints of our policies.
  
  ******************** experience highlights areas where we can improve, especially in our communication and response to customer inquiries and concerns. While the deposit is non-refundable as per the signed agreement, we are keen to find a resolution that considers ******************** situation sympathetically. We propose the following options as a gesture of goodwill and an effort to amend the situation:
  
  1. **Credit Towards Future Move:** While the deposit is non-refundable, we can offer the full amount of the deposit as a credit towards any future move with Extra Space Moving and Storage within the next 12 months. This credit can be applied to any services we offer, providing flexibility for ******************** moving needs.
  
  2. **Review and Advocacy:** We offer to review the interactions that led to ******************** dissatisfaction. If it is found that our representatives did not uphold our standards of service, we will take internal action to prevent such situations in the future and advocate on ******************** behalf for any discrepancies or issues with the motor carrier.
  
  We believe in building trust and maintaining integrity with our clients, and it is never our intention to leave a customer feeling dissatisfied with our service. We are here to support and assist **************** through this process and are open to discussing these options further to reach a satisfactory resolution.
  
  Please let us know how **************** would like to proceed or if there is any other way we can assist in this matter. We appreciate the opportunity to address and resolve this complaint and hope to restore ******************** confidence in Extra Space Moving and Storage.
  
  Sincerely,
  
  *************************************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21255207
  
  I am rejecting this response because:
  After getting verbally harassed by ******************** the representative I was given to finalize my move. I filed a complaint to which I was told he was no longer going to be involved in my matters. This afternoon I was given a call from your company and the person on the other end was ********, when I told him I would like to speak to another person he said no he is the highest person I can talk to and the only person I can talked to and then repeated the harassment that started this whole issue. I am shocked your company made this happen, ******** should be fired over this and the company should give me back the refund for this. At this point it isnt even a money issue its a principal. If u say that giving me back the money violates the contract but the allowance of this harassment against your customers isnt, then this is an issue with your company as a whole. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/08/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention once again regarding the complaint filed by ************************
  
  We sincerely apologize for any inconvenience or distress caused by the recent communication between ***** and our representative, *********. We take allegations of harassment very seriously and will conduct a thorough investigation into this matter. Rest assured, appropriate action will be taken to address any misconduct or violation of company policies.
  
  Regarding the request for a refund, we understand *****'s frustration and desire for resolution. However, as a moving broker, our policies regarding deposits and refunds are governed by the contracts and agreements the customers sign and agree to. While we empathize with *****'s concerns, unfortunately, we are not able to refund the deposit as it is not eligible according to the terms of the contract.
  
  We are committed to resolving this matter amicably and are open to discussing potential solutions that *** address *****'s concerns within the confines of our contractual obligations. We will also ensure that ***** is provided with appropriate support and assistance throughout this process.
  
  Thank you for your continued assistance in facilitating communication between our company and *****. We will provide a comprehensive response within the stipulated timeframe and remain dedicated to resolving this issue promptly.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21255207
  
  I am rejecting this response because:
  It baffles me that you say you will look into it when considering the first time I was told he will no longer have access to my information but in turn he did. Now understanding that the refund violates the contact but then harassment is not and somehow the option of having another move where the deposit will be used towards means you have the money. Saying the funds  has already been dispersed but then saying the money could be applied to another moves implies you still have the fund for a refund. Im not satisfied with this response because after having this horrible experience as a customer it just seems like there is not any clear resolution.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/05/2024

  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.

  We signed an estimate for out-of-state moving services with Extra Space Moving and Storage LLC on 1/14/**** with job number E5812398. The amount of the deposit we paid was $1423.52. However we soon realized that they had drastically underestimated the volume of goods to be moved and that the price would be adjusted to more than DOUBLE the amount close to the moving date. Clearly it was a slimy sales tactic to get the sale and we didn't trust them to perform our move after this.We tried to contact the sales representative (***************************) who had originally given us the estimate and could not reach him multiple times at his "direct number." Eventually we got a hold of customer service and they confirmed that, indeed, they did under-estimate the moving volume. They refused to refund the deposit and offered us an amended estimate of $6950, with a remaining deposit due of $1,600. I had to hang up the phone for an emergency but the sales rep. *********** MISTAKENLY took this to mean that we agreed to pay the additional $1,600 deposit amount and proceeded to charge our bank.Needless to say this company is engaged in fraud and we certainly don't trust them with our household goods.Thankfully we've been able to do chargebacks for these two charges. However they are now threatening to send them to collections. This is a terrible company and they should be put out of business.What we want:(1) a statement that our account is settled (i.e. in writing)(2) Documentation correcting our credit report if this bill is sent to collections (3) no further contact from Extra Space Moving and Storage LLC Attachments:(1) JPG image of a text from Extra Space threatening to send our bill to collections (2) Updated estimate for the moving cost from Feb. 1 **** (3) Original estimate for the moving cost from Jan. 14, ****

  Business Response

  Date: 02/06/2024

  Dear **************** and *************************,
  
  We have carefully reviewed the complaint submitted to the Better Business Bureau (BBB) regarding the concerns raised by ***************************** against Extra Space Moving and Storage LLC, concerning the dispute over the moving services initially agreed upon.
  
  First and foremost, we wish to express our sincere regret for any inconvenience or distress this situation may have caused ******************. At Extra Space Moving and Storage, we are committed to providing transparent and satisfactory services to all our customers, and it is disheartening to learn about any incident where we may fall short of our customer's expectations.
  
  Upon thorough investigation of the matter, we discovered that the deposit payments ****************** referred to have been successfully returned to him via chargebacks initiated by the customer. As such, ********************** currently holds no funds from ******************, rendering us unable to process a refund since there are no deposits from ****************** in our records. We understand the concerns regarding the initial estimate and subsequent adjustment; however, this situation stems from a miscommunication and misunderstanding rather than any intent to mislead or engage in fraudulent activity.
  
  Furthermore, acknowledging ******************** request for no further contact and documentation, we have taken immediate steps to remove his account from our collections department queue. This action ensures that ****************** will not receive any further communications from our end. We hope this measure adequately addresses his request for no further contact.
  
  Regarding the request for documentation to correct any impact on ********************** credit report, we regret to inform that we will not be providing additional documents at this time. The resolution of the chargeback and the removal of ********************** account from our collections efforts should prevent any negative reporting. However, we recommend that ****************** monitors his credit report and directly contacts the credit bureaus for any discrepancies he might find related to this matter.
  
  This response to the BBB complaint is provided in good faith, aiming to clarify the situation and the steps we have taken to address ********************** concerns. We trust that this resolution is satisfactory to all parties involved and suffices as a response to the complaint filed.
  
  We appreciate the opportunity to address this matter and hope for an amicable resolution. Should ****************** have any further concerns or require additional clarification, we encourage direct communication through the appropriate channels, keeping in mind his request for no further contact from our company.
  
  Sincerely,
  
  *************************************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21250302
  
  I am rejecting this response because:

  I just received today a second harrassment call and text message from "*****" of Extra Space Moving and Storage LLC saying that we still owe them for the initial deposit of $1,423.52.

  We owe Extra space nothing:  they have rendered no services to us and have committed fraud against us by drastically underestimating our moving cost in order to lock us into a contract.

  This company should be put out of business so they can't inflict misery on any one else.

   

  What I want:

   

  (1) formal statement that we owe nothing ($0) for job E5812398 (no deposits, fees, etc.)

  (2) IF it goes to collections on 2/9 we want help to restore ***************************** good name by providing documentation to all of the credit ratings agencies

  (3) no further contact from anyone from Extra Space Moving and Storage LLC.

   

  This matter will not be closed until we have what we have requested.

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

  Business Response

  Date: 02/08/2024

  Dear *************************,
  
  Thank you for reaching out to us regarding your concerns. We understand the frustration and inconvenience you've experienced, and we sincerely apologize for any distress caused.
  
  Upon reviewing your complaint, it appears there has been a misunderstanding regarding the services rendered by Extra Space Moving and Storage LLC. Please be assured that your feedback is being taken seriously, and we are committed to addressing your issues promptly.
  
  At this time, we have taken the necessary steps to remove your information from our collection queue, and you will not receive any further contact from our company. Additionally, while we are unable to provide documentation as requested, we want to reassure you that we are actively working to resolve this matter to the best of our ability.
  
  We recognize the importance of resolving this situation amicably and restoring your good name. Rest assured, we are advocating for a fair resolution on your behalf.
  
  If there are any further concerns or clarifications needed, please feel free to reach out to us directly.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC