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:01/22/2024

  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.

  Misleading/purposely confusing contract. Be sure to read and fully understand section 8 regarding non-refundable deposit. Employees will lie to you and tell you that as long as you advise them more than 5 days in advance, your deposit will be fully refundable. I quote section 8 8. SHOULD YOU ELECT TO CANCEL YOUR MOVE WITH EXTRA SPACE MOVING AND STORAGE, YOU MUST CALL OUR CUSTOMER RELATION DEPARTMENT ************** BETWEEN 10AM AND 6PM EST, MONDAY - SATURDAY, WITHIN 24 HOURS OF ELECTRONICALLY SIGNING THE ORIGINAL EXTRA SPACE MOVING AND STORAGE AGREEMENT. THIS (1) DAY GRACE ****** DOES NOT RESTART WHEN CONTRACTS ARE AMENDED AND RE-SIGNED. CANCELLATION REQUESTS RECEIVED WITHIN 24 HOURS OF SIGNING THE ORIGINAL AGREEMENT WITH EXTRA SPACE MOVING AND STORAGE WILL RECEIVE A FULL REFUND, LESS 15% FOR ADMINISTRATIVE FEES.CANCELLATION REQUESTS RECEIVED AFTER THE 24 HOUR GRACE ****** ARE NON-REFUNDABLE, HOWEVER; THE DEPOSIT MAY BE APPLIED TO A FUTURE MOVE WITH EXTRA SPACE MOVING AND STORAGE WITHIN 12 MONTHS (1 YEAR) FROM THE DATE OF THE ORIGINAL SIGNED AGREEMENT. NO MATTER HOW MUCH TIME HAS PASSED SINCE ORIGINALLY SIGNING THE EXTRA SPACE MOVING AND STORAGE AGREEMENT. SHOULD YOU ELECT TO CANCEL WITHIN (5) DAYS OF YOUR FIRST AVAILABLE PICKUP DATE, YOUR DEPOSIT IS NON-REFUNDABLE. Why does the last sentence contradict/confuse you on terms previously stated. If the contract says deposit is not refundable after 24 hour window, why does the last sentence mention anything about cancellation within 5 days. I was told by ******, I guarantee your deposit is fully refundable just give us more than 5 days notice and if you find a cheaper price I will match it. Neither have been true and I no longer wish to conduct business with this company. Please beware as there are other similar incidences and nothing has been done as of yet. Lastly, this company will only accept Zelle or bank account information so that once you realize you have been fooled, you cant dispute Sincerely, ******

  Business Response

  Date: 01/23/2024

  Dear ***************************,
  
  Thank you for reaching out and expressing your concerns regarding the terms of our contract, specifically Section 8, which pertains to our deposit policy. We understand that clarity in such matters is crucial, and I'm here to provide a detailed explanation to ensure there's no misunderstanding.
  
  Section 8 of our contract outlines the conditions under which a deposit is refundable or non-refundable. The initial 24-hour ****** after electronically signing the agreement with Extra Space Moving and Storage is crucial. During this time, customers have the opportunity to cancel their move and receive a full refund, minus a 15% administrative fee. This grace ****** is designed to give our clients ample time to reconsider their decision without significant financial repercussions.
  
  However, it's important to note that if the cancellation request is made after this 24-hour grace ******, the deposit becomes non-refundable. We understand that plans can change, which is why we offer the flexibility to apply the non-refundable deposit to a future move within 12 months from the date of the original signed agreement.
  
  Regarding the specific clause about cancelling within 5 days of your first available pickup date, this is an additional stipulation aimed primarily at those who book immediate or short-notice moves. It implies that for moves booked with a pickup date within 5 days of booking, the deposit is non-refundable. This policy is in place to manage the unique challenges and resource allocations required for such short-notice bookings.
  
  We apologize for any confusion caused by our staff's explanation. It's our goal to provide accurate and clear information to all our clients. However, we must adhere to the policies as stated in our signed agreement. In your case, the deposit is non-refundable as per the terms agreed upon in the contract after the 24-hour grace ******.
  
  While we understand your desire for a refund, we must operate within the guidelines of our agreed-upon contract. However, we value your business and are committed to advocating on your behalf. Should you choose to use our services in the future, remember that your deposit can be applied to your next move within a 12-month ******.
  
  We appreciate your understanding and are here to assist further if needed.
  
  Sincerely,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21182780
  
  I am rejecting this response because: Your reply does not correct the issue at hand and does not address the fact that your employee clearly lied and used this fault in the contract as a way to confuse people into losing their deposit.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/26/2024

  Dear **************** and ***************************,
  
  Thank you for your continued communication and for bringing your concerns to our attention. At Extra Space Moving and Storage, we always strive to provide clear and transparent services to our customers.
  
  Regarding the issue of the deposit, it is important to clarify that our policy, as stated in our contract, is that deposits are non-refundable. This policy is in place to ensure the allocation of resources and scheduling of services for our customers. We understand that this can sometimes be a point of confusion, and we are constantly working to make our terms and conditions as clear as possible to avoid any misunderstandings.
  
  We deeply regret any confusion or misunderstanding that *** have occurred during your interaction with our employee. It is never our intention to mislead or confuse our customers. We take your feedback seriously and will conduct an internal review to ensure our team is providing accurate and clear information at all times. 
  
  While we cannot offer a refund of the deposit as it contradicts our policy, we are committed to advocating on your behalf and ensuring that any discrepancies in the moving process are addressed and resolved to your satisfaction. Our goal is to provide a service that meets your needs and expectations.
  
  We value your business and would like to continue our conversation to find a suitable way forward. If you have any further concerns or questions, please do not hesitate to contact us.
  
  Sincerely,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21182780
  
  I am rejecting this response because: There was no confusion or misunderstanding, your employee ****** lied. Yes I am well aware that your shady company will not do anything to rectify the problem as made evident from reading other complains. I can only hope this will save people in the future from getting scammed by this business.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/19/2024

  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.

  On 1/2/24 I agreed to a contract (1:34pm) with this company regarding my move. He assured me that it was risk free, and I could cancel anytime within 24 hours for a full refund. I canceled with him 22 hours later 1/3/24 at 10:34am and he replied saying I was cancelled. He rushed me through my contract and had me scroll to the bottom of the page to read something and sign. I did not see there was a specific number they tell you to call to cancel. [8. SHOULD YOU ELECT TO CANCEL YOUR MOVE WITH EXTRA SPACE MOVING AND STORAGE, YOU MUST CALL OUR CUSTOMER RELATION DEPARTMENT ************** BETWEEN 10AM AND 6PM EST, MONDAY - SATURDAY, WITHIN 24 HOURS OF ELECTRONICALLY SIGNING THE ORIGINAL EXTRA SPACE MOVING AND STORAGE AGREEMENT.] But, my sales rep had assured me it was canceled. 3 days later (1/5/24) I saw pending charges from this company and sent an email inquiring why it was on there. They called me right away and had told me that the sales rep never canceled it and asked me to send my text proof (which I did) and said that the charges would not go through on my account. They never said anything about calling a number to cancel. They assured me not to worry about it. Now, the charges are posted on my account for $658.09. I have gone back and forth with multiple people and they have all given me the run around and said many different things. Now they are saying they will cancel the move but not refund my deposit, because of the manor that I canceled. It is unethical that my sales rep rushed me through the contract, pressured me to sign, and then lied saying it was canceled. He falsely made me feel secured that I could cancel with him risk free while we were on the phone- that is the ONLY reason I agreed to sign. This company used shady business practices to rush me through the contract so that I wouldnt see these details and wouldnt let me get off the phone no matter how many times I told them I wasnt sure I could make a decision.

  Business Response

  Date: 01/23/2024

  
  Dear ****************,
  
  Thank you for bringing this matter to our attention. At Extra Space Moving and Storage, we are committed to ensuring customer satisfaction and appreciate the opportunity to address any concerns.
  
  Regarding the complaint filed by *********************************, we understand her concerns and empathize with the situation she has described. Upon reviewing the case, it appears that there has been a misunderstanding regarding the cancellation process.
  
  Our policy, clearly stated in the contract, requires customers to call our **************************** at ************** within 24 hours of signing the agreement for a cancellation. This process is in place to ensure an accurate and efficient cancellation procedure. Unfortunately, it seems **************** was not fully aware of this specific requirement, despite it being outlined in the contract.
  
  We acknowledge that our sales representative assured **************** of the cancellation, but this did not follow the official procedure. While we understand this may have caused confusion, the deposit is non-refundable when the cancellation process is not properly followed, as per the agreement terms.
  
  However, we are committed to customer service and willing to investigate this matter further. We will review the interaction between **************** and our sales representative to ensure all our staff provide clear and comprehensive information to our customers.
  
  Our aim is to maintain transparency and uphold the highest standards of customer service. While we cannot offer a refund of the deposit in this case due to the terms of the contract, we are willing to assist **************** in any other way possible to ensure her satisfaction.
  
  We appreciate your assistance in facilitating this dialogue and hope to find a mutually agreeable resolution.
  
  Sincerely,
  
  *************************************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21171487
  
  I am rejecting this response because: the sales rep on the phone when I initially agreed to the contract assured me I would have no issues cancelling with him within 24 hours. He purposefully mislead me to think that would be a sufficient manner of cancellation- in addition the calling the provided phone number. 
  

  When I cancelled via text in the correct time frame- the sales rep told me I was cancelled out. That was intentional misleading. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/24/2024

  Dear ****************,
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed the case of *****************************, and we appreciate the opportunity to provide further clarification.
  
  Regarding the complaint ID ********, it is important to understand that our company policy clearly outlines the cancellation process and the conditions for a deposit refund. As indicated in our terms and conditions, which are agreed upon by the customer at the time of booking, cancellations must be made in a specific manner and within a designated timeframe to be eligible for a deposit refund.
  
  In ******************** case, it appears there was a misunderstanding regarding the cancellation process. Our records show that the cancellation was not completed in accordance with our policy. While we empathize with ******************** situation, we must adhere to our established policies to ensure fairness and consistency for all our customers.
  
  We understand the importance of clear communication and will take this opportunity to review our processes and training to prevent similar situations in the future. We value our customers' feedback and continuously strive to improve our service.
  
  We are open to discussing this matter further with **************** and providing any assistance we can within the constraints of our policies.
  
  Thank you for your attention to this matter. We look forward to resolving this situation amicably.
  
  Sincerely,
  
  

  *********************
  Operations Manager
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:01/18/2024

  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 have found this company online, after a 2+ hour long conversation I was pressured into making a reservation, and told that they can't hold the price, and that everyday it was only gonna go up. So they sent me a contract via email to sign that I'm paying $1580 and can't cancel after 24 hrs, I told ****** that I will not be signing it, because I wasn't even sure on that day if the move is actually happening and I won't know until Friday. He put me on hold, and then told me that he got approved by the supervisor a free cancelation for me until Monday they just can't change the whole contract just for me, but don't worry it's all in the notes and our conversation is recorded. So I trusted ******, and went ahead and signed it. Then I called in about 34hrs later, and I was told that I can't cancel, that there is nothing in the notes, and their conversations aren't recorded and they won't even put ****** on the line with me. And now 2 months later my credit card company saying that there is nothing they can do because I signed the agreement. And I'm sure I'm not the only person they have ripped of, scammed and lied to. I never used their service and never will. By law they are required to provide a refund if I put it in writing within 72hrs, and I did sent them an email stating that I want to cancel and I want my money back.

  Business Response

  Date: 01/19/2024

  Dear ****************,
  
  Thank you for bringing this matter to our attention and providing us with the opportunity to address ******************************* concerns. We at Extra Space Moving and Storage LLC always strive to deliver exceptional customer service, and we regret any confusion or inconvenience experienced by *************
  
  Upon reviewing Ms. ***** complaint and our records, we understand that she entered into a contract with us for moving services, agreeing to the terms outlined, including the clause regarding the non-refundable deposit. We acknowledge that ************ had conversations with our representative, ******, and we take her account of these discussions seriously. However, it is important to note that our policy on deposits is clear and consistently communicated to all our clients. The deposit is non-refundable as it secures the reservation and covers initial administrative and logistical preparations.
  
  That being said, we deeply empathize with Ms. ***** situation. As a gesture of goodwill and understanding of her circumstances, we are willing to offer a solution that we hope will be satisfactory. We propose to remove Ms. ***** file from cancel status and place it on hold. This action will allow her to use the funds towards a future move with our company. We believe this offers a fair compromise, acknowledging her initial commitment while providing flexibility for her future needs.
  
  We sincerely regret any misunderstanding that *** have occurred during the booking process. Our goal is to ensure our clients are fully informed and comfortable with all aspects of our service. We will review our internal processes and training to ensure clearer communication in the future. While we are unable to offer a refund, we are committed to assisting ************ in making her future moving experience with us as smooth and positive as possible.
  
  We appreciate the role of the BBB in facilitating this dialogue and hope this resolution aligns with our mutual goal of customer satisfaction and service excellence.
  
  Sincerely,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21165230
  
  I am rejecting this response because:
  Before signing I have addressed this issue that a 24hr cancelation isn't gonna work for me, and ****** has assured me even though he can't physically change the document just for me, he told to don't worry about and ignore it, because it doesn't apply to me, that my cancelation window is until Monday. He told me that it was approved by his supervisor,  he put it in the notes, and our conversation was recorded. So no, I will not take anything except for a refund.
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/19/2024

  Dear ****************,
  
  Thank you for forwarding ******************************* additional concerns regarding her complaint. We are keen to address this issue and provide further clarification.
  
  Regarding the deposit policy at Extra Space Moving and Storage, it is important to note that all deposits are non-refundable if the cancellation request is submitted outside of the 24-hour window. This policy is in place to cover the initial costs that are incurred in reserving and scheduling moves. 
  
  In ******************** situation, we understand there has been a misunderstanding about the cancellation policy and the assurances she perceived from our representative, ******. While we empathize with her situation, our policies are designed to be fair and consistent for all our customers. It is imperative that we adhere to these policies to maintain a standard of service and operation.
  
  We regret any inconvenience this may have caused to ************ and take her feedback seriously. Our team is dedicated to providing high-quality service and ensuring customer satisfaction within the boundaries of our policies.
  
  Sincerely,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21165230
  
  I am rejecting this response because:
  You are replying with the same answer every time. You are lying to people in order for them to sign, but then you guys are not following through on what you have promised to the customer. Only after I tried to cancel when I came across all of the bad reviews you have and so many people you've ripped off,  I'm surprised you are not in jail yet. 

  I want my money back! I never used your service and never will!!!

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

• Initial Complaint

  Date:01/10/2024

  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.

  Despite the 24 hour cancellation policy which was never stated on the sales phone call I should be entitled to the $****** deposit that was removed from my account for services not rendered. The sales rep and the "quality assurance" rep were extremely rude and demeaning throughout my experience with these BROKERS! On December 4th, ***************************************************** order to obtain my business. The inventory list was missing items and I was pressured into paying the ****** deposit so as to not lose the truck that was supposedly scheduled to do my move. Mind you I was never provided the name of the company coming to move my stuff. The quality assurance department called me to again review my inventory and insisted I had lied and not clearly stated my inventory which was not the case. He wanted me to sign a new contract thousands of dollars more than I could afford. I told him I was cancelling the transaction that I had read reviews and they were not a trustworthy company. He told me I was not getting my deposit back and I could throw my stuff out. He insisted I was looking for a free service, Not the case. After he rudely explained that I do not know how to read a contract that states no refunds after 24 hour cancellation. I agreed to the original low balled contract and was going to have the movers take only what would fit in 286 cube square feet. Mind you he spoke to me very demeaning and rude. The day before the move I was given the name of the trucking company only after I called and demanded the information.. After researching Lucrative *** Lines and finding they are fraudulent and have ******** pages of victims I again cancelled service and refused to allow these people to move my belongings. It is clearly an unethical company both the broker and lucrative van lines. Please, put a STOP to this company and their ignorant rude employees. Everyday innocent people are being affected by these scam artists.

  Business Response

  Date: 01/11/2024

  Dear *******************************************,
  
  Thank you for reaching out with your concerns. We understand that situations like these can be frustrating and we appreciate the opportunity to address your complaint.
  
  Regarding the cancellation of your move, we must adhere to the policies that govern our service agreements. Our records indicate that the cancellation request was made outside of the specified 24-hour cancellation policy. Consequently, we are unable to offer a refund for the deposit in this instance. 
  
  However, we value your business and would like to offer a solution that *** benefit you. We can place your move on hold, allowing you the option to use your deposit for a future move. This way, the amount you have already paid will not be lost and can be applied whenever you are ready to reschedule.
  
  We sincerely apologize for any inconvenience this *** have caused and for any miscommunication during your interactions with our representatives. Please know that it is never our intention to provide anything less than a professional and respectful service experience. 
  
  Your feedback regarding the conduct of our sales and quality assurance representatives is concerning and will be thoroughly reviewed. Extra Space Moving and Storage is committed to maintaining the highest standards of customer service, and we take reports of unprofessional behavior seriously.
  
  We are also taking note of your comments regarding Lucrative *** Lines. As a broker, our role is to facilitate moving services through third-party carriers, and we rely on their professionalism and integrity. We will investigate this matter further to ensure that our customers receive the quality of service they deserve.
  
  While we regret that we cannot offer a refund as per our policy, we hope that our offer to hold your deposit for a future move will be a satisfactory resolution. We are here to support and assist you throughout this process.
  
  Please feel free to reach out if you have any further questions or need assistance in rescheduling your move.
  
  Sincerely,
  
  *************************************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21119796
  
  I am rejecting this response because I believe this company is fraudulent and the way the employees handle the customers is unacceptable. This company does not care about the consumer. The 24 hour cancellation policy can definitely be waived for customers who are not comfortable with how they are being spoken to or treated. The company does not care about the best interest of the consumer. 
  
  Sincerely,
  
  *******************************************

  Business Response

  Date: 01/11/2024

  Dear *******************************************,
  
  Thank you for taking the time to reach out to us with your concerns. We understand how important it is for our customers to feel respected and valued throughout their experience with Extra Space Moving and Storage. Please accept our sincere apologies if any part of your interaction with our team did not meet these standards. We strive to provide the highest level of service and customer care, and it's disheartening to hear that your experience fell short of our goals.
  
  Regarding the 24-hour cancellation policy, we maintain this guideline to ensure fairness and consistency for all our clients. We understand that certain situations *** arise, but as a broker, we have specific agreements with motor carriers that we must adhere to. This policy is in place to manage the logistics and planning that go into coordinating moves, which often involve multiple parties and complex scheduling.
  
  While we cannot waive this policy, we are committed to addressing any misunderstandings or miscommunications that *** have occurred. We want to assure you that your feedback is being taken seriously, and we are investigating the matter further to ensure our customer service standards are upheld.
  
  Please feel free to contact us directly if you have any further concerns or require additional assistance. We are here to support you and ensure a positive resolution to your moving experience.
  
  Sincerely,
  
  *************************************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 01/14/2024

   
  Complaint: 21119796
  
  I am rejecting this response because this company does NOT treat its customer's concerns and situations fairly. Their response is simply a matter of logistics. They operate PROMOTING BAD BUSINESS PRACTICES. Hundreds of people have been treated poorly, lost money for services that weren't provided, were misled into signing contracts that enabled more customer mistreatment and uncertainties. Furthermore, moving is a stressful time and when the consumer reaches out for help this company takes advantage of a vulnerable time by deception, fraud, and disrespect. I personally did not have $700.00 to give to a company that provided no service, maintains employees that speak rudely and inconsiderately to customers, work with trucking companies that have no respect for other's belongings, steal customer's goods, lie, and operate using bad business practices. EXTRA SPACE MOVING AND STORAGE and LUCRATIVE VAN LINES are not working for the customer. PLEASE, BEWARE!
  
  Sincerely,
  
  *******************************************

• Initial Complaint

  Date:01/02/2024

  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 signed a contract for moving furniture from ******* to ************. The amount included packing supplies (moving blankets), disassembly of furniture, transport from point A to point B, unloading, reassembly and setup at point B. I paid $1,406.00 for a deposit. Then during a confrimation call they wanted more money saying they thought I needed more space because their agents descriptions weren't accurate. I declined. I couldn't afford more. Then I received a call from the driver giving me a more accurate time frame, which he called later and changed. No problem. I advised the driver I knew some items may not fit, but to use the space I had paid for. The driver told my husband it would all fit. He loaded everything. Then told my husband he wanted $6,000 dollars. My written contract said this was included. He told my husband he would never drive to ** from ** for ***** (he claimed the company never gave him the **** deposit) or even *****. He never had any intent on taking my things to **. If I had paid the $6000 he probably would have held my things for ****** in **. He then used extortion to hold my belongings for ****** until we gave him $***** to give our things back. He threatened to sell it all for *****. He called me behind my husband's back trying to get me to give him $2,000 just to give my things back. We paid him the $***** to get our things back. He destroyed a light switch and committed a hit and run. He hit my neighbors mailbox and left anyway knowing he hit it. Its theft by deception on the companies part and extortion on his part. I have no way now to get my furniture to **. He damaged a peice of glass by leaving it vertically on the dresser, it cracked then after he left it literally exploded from the pressure of the dresser before my husband could move the glass. I have the hit and run on camera. I can prove everything. I have the contract, witnesses, video of extortion, proof of payment, video of a hit and run. I want my money back.

  Business Response

  Date: 01/03/2024

  Dear ****************,
  
  Thank you for bringing this matter to our attention. We take all customer complaints very seriously and are committed to resolving any issues in a fair and satisfactory manner. Upon reviewing the case of *****************************, we would like to clarify and address the concerns raised.
  
  Firstly, regarding the deposit, it is important to note that as per our company policy and the contract signed by ******************, the deposit is non-refundable. This policy is clearly stated in our terms and conditions to ensure transparency with our customers. ********************** decision not to finalize the inventory during the quality assurance phase was indeed her right, but it also meant accepting the original estimate. Any subsequent changes or additional requirements identified later could potentially result in an adjusted cost.
  
  Regarding the increase in cost, we understand that this can be a concern for customers. However, it is sometimes necessary when the initial inventory or space estimation does not align with the actual requirements on the moving day. We always aim to provide the most accurate estimates initially, but in some instances, adjustments are needed based on the actual items and space used.
  
  Regarding the grievances about the moving process, including the alleged behavior of the driver and the reported damage, we take these allegations very seriously. We would like to thoroughly investigate these claims to understand what transpired. We will reach out to ****************** directly to gather more details and evidence such as the contract, witness statements, and any video footage she may have. This will enable us to conduct a comprehensive review and take appropriate actions.
  
  While we are not liable for the actions of the motor carrier, as a broker, we strive to advocate for our customers and ensure that any discrepancies or issues are addressed. We are committed to facilitating a resolution that is fair and just for all parties involved.
  
  In summary, while the deposit is non-refundable as per our policy, we are willing to investigate the other aspects of ********************** complaint in detail. We aim to provide a resolution that upholds our commitment to customer service while adhering to our company policies.
  
  Sincerely,
  
  *********************

  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 01/04/2024

   Complaint: 21086075

  I am rejecting this response. During "quality assurance" I elected not to add more space for another deposit of $865 more dollars. I told the driver to just load the items on the list and not to go over the space I paid for on the phone, my husband told him the same thing in person upon arrival. Now I did remove some things from the list.This should have given me extra space if youre estimate of space was accurate from the start. But your representative ****** insisted he had to put things in your computer a certain way although it didn't seem right. So I figured with some things removed from the list the remaining things on the would fit. My husband did ask the driver if we had extra space if additional items could be put in that space without any extra cost. He was told yes because you bought the space. The driver loaded the trailer. We allegedly had plenty of space, so adding 3 tvs wouldn't cost us anything. My husband also offered the driver our moving rubber bands, moving blankets, bubble wrap, and any other materials for the tv's or for anything else just to make delivery easier and ensure he had enough materials, so nothing would get damaged. Then told my husband it would be $6,000. My husband asked why he said "well $1,800 of it is just packing materials, the rest is gas, and time". My contract includes packing materials and he was offered our new never-used packing materials. On top of that he said "there is no way I'm driving to ************ for anything less then 6 grand, it's just not worth it". He made this statement numerous times to myself and my husband. To me this means it had nothing to do with space or how much furniture and everything to with whether financially it was worth it to drive to ************ for $1,400 per contract and insisted your company doesn't give him any of the "deposit" allegedly he gets told that money is a "booking fee" customers pay and he isn't *********** any portion of your "booking fee" while customers like me get told it's a deposit on the actual services that will be rendered. But regardless if that's true or he was lying and does get the full deposit $1,400+$1,400= $2,800 that isn't $6,000 so seems to me he would never have went. I guess the better question is did he know he was only getting $1,400 or $2,800 (if he was lying)? If so he planned to extort money from us to start with. Your welcome for the assistance my husband gave the driver after he hit the neighbors mailbox, so he didn't hit anything else. I do have your drivers license plate number and video, so I'm going to offer them to my neighbor in case he elects to press charges against your driver it's evidence of a hit and run.
  

  Business Response

  Date: 01/08/2024

  Dear ******************,
  
  Thank you for your detailed message and for bringing these concerns to our attention. We understand how important it is for you to have clarity and resolution in this matter. Please be assured that your feedback is being taken very seriously.
  
  We are currently in communication with the motor carrier to review and address the specifics of your situation. Our role as a broker is to facilitate a smooth moving process and to advocate for our customers in situations like these. We are actively seeking a suitable option from the motor carrier to present to you as soon as possible.
  
  Regarding the issues you raised about the space estimation and the charges quoted by the driver, we are thoroughly investigating these points. It's our aim to ensure that all practices and charges are fair and transparent. We also appreciate your efforts in providing materials to the driver and understand your concerns regarding the subsequent charges.
  
  Regarding the incident involving the neighbor's mailbox, we take such matters seriously and will be looking into this as part of our investigation. We aim to ensure that all parties involved are held to the highest standards of professionalism and responsibility.
  
  Please rest assured that we are working diligently to resolve this issue. We will keep you updated on our progress and the options available to you as soon as we receive the necessary information from the motor carrier. Your patience and understanding in this matter are greatly appreciated.
  
  Sincerely,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21086075
  
  I am rejecting this response because: I just found out there's another broker involved Great ********. Per the contract signed with Extra Space they must have arbitration agreements with any company involved. I have done my due diligence and been informed by all 3 companies Extra Space, Great ********, and Pelican no such arbitration agreements exist. Extra Space has violated their own contract. This isn't acceptable. It's also completely false I didn't finalize the bill of lading they just wanted me to buy more space in case. I didn't want to. Seeing now it would have never bought me any space only now knowing their a broker they would have kept that money, it wouldn't have gone towards any space and I would just be out more money. I'm happy I didn't fall for their high pressure sales tactics and stuck to the list and sq. footage I allegedly paid half of. According to the other companies the deposit is just a booking fee and I really hadn't purchased any actual space. The drivers take possession of your things then lock them in their truck and can charge you anything they want. Extra Space claims the money purchases space in fact it doesn't. The driver had zero intention of moving even one chair from ******* to ************ for less then $6,000 and doesn't see one ***** of the deposit paid to Extra Space. So my remaining balance of $1,400 wouldn't have ever been enough for him to drive to ************. I thought the driver or his company had gotten my deposit that's what I believed and was told I was paying for it just simply isn't true.Since Extra Space is not going to refund my deposit and their in violation of their own contract, I will be pursuing this matter with the BBB and any other appropriate government agencies.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/21/2023

  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.

  Yesterday on 12/20/23 I scheduled a move with this company to leave from ****** ** to ******** **. I already paid **** for a down payment at this point. The original estimate needed 20 boxes added so I spoke with the service man who originally was scheduled to talk to on 12/14/23 at 330pm central time and then that morning they changed the time to 7pm-10pm. He called me at ****pm at night to review the estimate. I made an EXACT list of every tote and container. He told me I would owe a down payment of $350 that night/next morning (which is included in the amount above) and then a new total around **** dollars total- half at pickup and half on delivery. He told me they would be arriving on Monday. Well then on Sunday I received a text moving the moving day to Wednesday from 10am to 1pm. The driver arrives 3 hours late at 4pm and says the other guy that is helping will be there in 80 mins. He then said my boxes were too big. I told him I have 40 boxes just like on estimate. I was also no longer moving the washer and dryer. I told him I could leave back the some items and just take boxes and he said it would be an additional **** dollars still. I told him absolutely not when I already redid the estimate and planned on 750 dollars of a higher estimate and now he wants **** dollars?? He then called his broker and said I could receive a discount of **** dollars and just pay **** more. I told him I wasnt paying a dollar more. I told him I just wanted to move the items listed on the list at the cost they gave me. The service man I spoke to said I wouldnt have any additional fees and that the **** was worst case scenario for additional room on the truck. they also blocked me from accessing the documents I signed. I want my **** refunded back asap. I now have to move everything myself.

  Business Response

  Date: 12/27/2023

  Dear *************************,
  
  Thank you for reaching out to us regarding your recent experience with Extra Space Moving and Storage. We are sorry to hear about the inconvenience this situation has caused you.
  
  Upon reviewing your case, it appears there was a misunderstanding regarding the revised estimate and the terms of our service agreement. We understand your concerns about the unexpected change in the moving quote and the challenges faced on the moving day.
  
  Our records show that the revised estimate was provided based on the additional items you wished to include in your move. It's standard practice for our company to adjust estimates when there is a change in the inventory or the requirements of the move. However, it's important to note that declining to proceed with the revised estimate is considered a refusal of service, in line with our company policies.
  
  Regarding the deposit, our service agreement typically states that deposits are non-refundable if the service is canceled or refused after we have made necessary preparations or adjustments based on a client's requirements. This policy helps cover the costs incurred in planning and allocating resources for your move.
  
  While we value your business and aim for your satisfaction, we must adhere to our policies, which include the non-refundability of the deposit under these circumstances.
  
  To assist you further, we propose the following:
  
  1. Review of Communication: We will re-examine the communications between our service team and you to ensure that all information provided was clear and accurate.
  
  2. Future Assistance: If you still require moving services, we are ready to assist you in finding a solution that fits within your budget and requirements.
  
  We understand this situation is not ideal, and we appreciate your understanding of our position. Your satisfaction is important to us, and we hope to provide you with better service in the future.
  
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to assist you further.
  
  Sincerely,
  
  *************************************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 01/29/2024

  They provided no solution to the matter. Also this was sent to my previous address and I just received the letter today so I could not respond to this in 10 days. 

   

   

  Business Response

  Date: 01/30/2024

  Dear **************** and *************************,
  
  Thank you for your continued communication and for bringing these concerns to our attention. We understand the importance of addressing every issue our customers face and appreciate the opportunity to clarify the situation.
  
  Regarding the solutions offered, please be assured that we provided the available options based on the specific circumstances and facts of the file. As a moving broker, our role is to facilitate the moving process by coordinating with motor carriers. While we strive to ensure a seamless experience, certain aspects are beyond our direct control, particularly those related to the actions of independent motor carriers.
  
  We regret to hear that there was a delay in receiving our correspondence due to an address change. We understand how this could contribute to any frustration experienced. However, we must emphasize that our team has diligently worked within the scope of our responsibilities as a broker to advocate on your behalf and address the issues raised.
  
  We value your experience and are committed to advocating for our customers within the framework of our role as a moving broker. Your satisfaction remains a priority, and we hope to continue to provide the level of service you expect and deserve.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:12/17/2023

  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.

  Company delivered the bed that's not mine and coins I had in were gone through and some were missing boxes and totes were broken and had holes the bed they did deliver look like it was stepped on had foot prints on it and I was quoted $1600 week later they raised it to $2400 and when the delivery man showed up he was raised again to $3500 they did not take everything on my list most of my stuff was left behind I want my bed replaced or half my money back will show receipt for bed it was just bought less than a month ago

  Business Response

  Date: 12/18/2023

  Dear *****************************,
  
  Thank you for reaching out to us regarding your recent moving experience with Extra Space Moving and Storage. We understand your concerns about the issues you've encountered, including the mix-up with your bed, the missing items, and the unexpected changes in your moving costs. We truly regret any inconvenience and distress this situation may have caused you.
  
  As outlined in our service agreement, section 4, Extra Space Moving and Storage operates as a moving coordinator/shipper agent/broker. Our role is to facilitate your move and coordinate with the carriers who physically handle your belongings. It's important to note that we do not directly handle or participate in the move as a carrier. In situations where there are claims for property damage, lost or stolen goods, or any service discrepancies, these issues are primarily the responsibility of the carrier involved.
  
  That said, we are committed to assisting you in addressing these concerns with the carrier. To initiate a claim and seek compensation for your lost and damaged property, we invite you to contact our **************** Team. They will provide you with detailed instructions on how to file a claim and guide you through the process.
  
  Regarding the pricing changes, we understand that adjustments in cost can be a source of concern. Please be aware that our initial estimate is based on the space reserved, calculated at a locked-in per cubic foot rate. If your move required more space than initially estimated, this would incur additional costs. However, these additional costs would still be at the same locked-in per cubic foot rate, ensuring no unexpected rate increases per unit of space. We strive for transparency in our services, and it's important to us that you are fully informed about how these costs are structured. Your feedback is valuable, and we are here to provide any further clarification you may need on this matter.
  
  We appreciate your understanding and look forward to the opportunity to make things right.
  
  Sincerely,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage

• Initial Complaint

  Date:12/06/2023

  Type:Customer Service 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 looking for a moving company and put my information into a data collection service. I asked Extra Space for a quote, when I didn't like the amount for the service I was going to receive I asked for them to put me on their DNC list which they have blatantly refused to do even saying that they will not do so.

  Business Response

  Date: 12/07/2023

  Dear **************** and ***********************************,
  
  Thank you for bringing this matter to our attention. At Extra Space Moving and Storage, we are committed to ensuring the satisfaction and respect of all our clients' preferences.
  
  Upon reviewing the case of ****************************, we found that his request to be placed on our Do Not Contact (DNC) list was indeed received. We understand that any further communication after such a request can be bothersome, and for this, we sincerely apologize. However, I would like to clarify that this was a result of an oversight and not intentional disregard of his request. 
  
  We have taken immediate steps to ensure ******************************** information is removed from our contact lists and have implemented additional measures to prevent such incidents in the future. We respect the privacy and choices of our customers and are taking this complaint seriously as a learning opportunity to enhance our processes.
  
  We appreciate **************************** bringing this issue to our attention and assure him that he will receive no further contact from Extra Space Moving and Storage. We hope this resolves the matter to his satisfaction.
  
  Thank you for the opportunity to address this complaint. We are dedicated to continuously improving our customer service and appreciate the role ******************** plays in facilitating constructive communication.
  
  Sincerely,

  
  *************************************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 12/09/2023

   
  Complaint: 20969293
  
  I am rejecting this response because:

  Even after asking several employees to place me on your DNC list and making this review, I'm STILL being called. My next step is going to the FCC. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 12/11/2023

  Dear ***********************************,
  
  Thank you for your continued communication and for bringing your concerns to our attention. We understand the frustration and inconvenience caused by receiving unwanted calls, especially after requesting to be placed on the Do Not Call (***) list.
  
  At Extra Space Moving and Storage, we prioritize our customer's preferences and privacy. We assure you that it was never our intention to cause any inconvenience. We are committed to respecting the *** requests and take your feedback seriously.
  
  Upon receiving your complaint, we initiated a thorough review of our call records and processes. We discovered that there was a technical oversight which led to your number not being promptly updated in our *** list. This was an unintended error, and we have taken immediate steps to rectify it to ensure that your number is no longer contacted for any promotional purposes.
  
  Furthermore, we are reviewing our internal processes and training our staff to prevent such incidents from happening in the future. Our aim is to provide a seamless and respectful experience for all our clients.
  
  We sincerely apologize for any distress this has caused. Please rest assured that your feedback is invaluable in helping us improve our services. If there are any further issues or anything else we can assist you with, please do not hesitate to contact us.
  
  We appreciate your patience and understanding in this matter and hope to resolve this to your satisfaction.
  
  Sincerely,
  
  *************************************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20969293
  
  I am rejecting this response because: it wasn't a technical oversight. I had several of your company's representatives tell me that the will not put me on the *** list. If I get another call from this company I will be moving to the Florida State Attorney General and FCC. I have still gotten calls from the company and this is unacceptable.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/04/2023

  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.

  On 3 December 2023, I was contacted multiple times by Extra Space Moving and Storage regarding a quote I accidentally requested. I explained to the representative that I did not have set plans to move, that I was in the military and my situation was very complicated. He was friendly, pulled the typical sales technique, told me his manager was offering an extra discount if I booked today for a flexible date. Which did not make sense since he said that this "special truck" was already booked but had one more spot on it headed straight to **********. He pushed for me to sign a contract to lock in the price even though I told him I did not want to. I stated that multiple times, but he ensured me I could cancel it within 3 days if I changed my mind. I asked to get some time to read over the contract before signing it, and he told me to ************ now and cancel later if I didn't like the terms and conditions. I tried to buy myself some time, to see if I was getting myself in a shady situation, and he kept ******* me very rudely. I kept asking him if they would charge me, he said no. I kept asking how the cancellation worked, and he kept saying it was no harm/no foul. I go to cancel an hour later after reading the contract and deciding that I was going to handle the moving situation on my own, and I get a letter saying that I owe 15% of the deposit (about $150) even though that was NEVER mentioned during the call. It was near the end of the contract that I did not get to read over before signing because "I could cancel it within 3 days if I didn't like the contract". They have not charged anything since I cancelled within 24 hours, but the manager replied to my email and said that their terms are final and that the 15% fee would be charged to me. They did not address the contract situation, and were unwilling to actually resolve the issue. I'd like that fee waived since it was never mentioned and I was lied to + rushed into signing a contract I couldn't even read.

  Business Response

  Date: 12/05/2023

  Dear ***************************,
  
  Thank you for reaching out to us and for bringing your concerns to our attention. We at Extra Space Moving and Storage take every customer's feedback seriously, and it is our priority to ensure clarity and satisfaction in all our interactions.
  
  Upon reviewing the details of your interaction with our representative, we understand your concerns regarding the communication about our contract terms. We strive to provide accurate and comprehensive information to all our clients, and we regret if there was any misunderstanding during your conversation with our team member.
  
  Regarding the cancellation fee, as stated in our contract, a 15% fee is applicable for cancellations. This term is a standard part of our agreement, designed to manage the logistics and resources allocated once a booking is confirmed. We encourage all our clients to thoroughly review the terms and conditions of our contract before signing, as this is an essential step in ensuring a clear understanding of our process and policies.
  
  We acknowledge that you made the decision to cancel your booking shortly after agreeing to the contract. However, as per our policy, the 15% cancellation fee is applied to cover the initial costs incurred from the time a booking is made. This fee has been charged in accordance with the signed agreement.
  
  We understand that this situation may be frustrating. While we are unable to waive the fee as it is part of the agreed terms, we are here to assist in any other way we can to ensure your satisfaction.
  
  Your experience is important to us, and we would like to extend our support in any future moving and storage needs you may have. Please feel free to reach out if there are any other aspects of this matter that we can help clarify or assist with.
  
  Sincerely,
  
  *********************

  Operations Manager
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:11/30/2023

  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 paid the company $725 as a deposit for moving. I was told that my stuff would be picked up and delivered on the same day. When they called on 11/30 to schedule my delivery. I was told that they had no idea when my delivery would be. The person I was on the phone with was rude and kept interrupting me to the point I asked them "Are you going to keep interrupting me?" I asked to speak to a manager or a supervisor and I was told that he was the only person I could speak to. I could email customer service, but there was no one available to talk to on the phone. I said I did not want to go through with the move and he kept saying "so you want to lose your deposit then?" The person on the phone said he was the customer service manager. From the way he was talking to me, I can't even believe he would hold a manger position.

  Business Response

  Date: 12/01/2023

  Subject: Response to BBB Complaint ** ********
  
  Dear ***************************,
  
  I am writing to you on behalf of Extra Space Moving and Storage LLC in response to your complaint filed with the Better Business Bureau, dated 11/30/2023, under the ** ********. First and foremost, I want to extend my sincere apologies for the confusion and frustration you have experienced. It is always our intention to provide clear, respectful, and efficient service, and it is evident that in this instance, we fell short of these standards.
  
  Regarding your concerns about the delivery schedule, I understand that the lack of a confirmed delivery date caused significant inconvenience and distress. It is regrettable that this was not communicated effectively, and I assure you that this is not indicative of our usual operational procedures. I have personally reviewed your case and discussed it with our team to ensure that such misunderstandings are avoided in the future.
  
  In terms of the interaction with our customer service team, I empathize with your feelings of being treated disrespectfully. This is not the level of service we aspire to provide, and I am taking this matter seriously. I have addressed this issue with the involved staff member to ensure our communication is always conducted with the utmost professionalism and empathy.
  
  As for your request for a refund, while we typically adhere to our policy regarding deposits, I understand the unique circumstances of your experience. Rest assured, we are reviewing your case further to see how we can assist in resolving this matter to your satisfaction. Our aim is to advocate for our customers and find an amicable solution.
  
  Thank you for bringing these issues to our attention. 
  
  Sincerely,
  
  

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

  Operations Manager
  Extra Space Moving and Storage LLC