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:11/25/2023

  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.

  We talked to the company on Nov 19 about our Nov 28 move. We gave them an inventory of what we had and they quoted us $3000. We told them that was over our budget and they came back with $1600. My husband and I agreed it was worth it. They walked us through the payment process and signing the contract and everything went smoothly. We paid $703 up front. They let us know someone would be calling us a few days before hand to go over inventory again. On Nov 24 we received a call from **** to go over everything again. I walked through the house saying everything we were moving. He put us on hold and came back saying we owed $6800. He stated that our inventory tripled from the original call. I was confused as to how since I did the same thing I did when we were first contacted. When he went over the original estimate, they hadnt even included a bed or a dining room table (but for some reason had the 6 chairs that went with it) He called us ************* liars and pieces of s*** No one told us to double check the inventory before we signed, otherwise we would have noticed how much was missing. They scammed us into signing for less now are refusing to give us the money back.

  Business Response

  Date: 11/28/2023

  Dear *************************,
  
  Thank you for reaching out to us regarding your recent experience with our company. We take every complaint seriously and strive to ensure our customers have a positive experience with Extra Space Moving and Storage.
  
  Upon receiving your complaint, we conducted a thorough review of your interactions with our representative, ****. Our investigation included listening to the recorded calls and examining the notes from your interactions. We found no evidence to suggest that **** used profanity or demeaned you during your conversations. We train our staff to maintain the highest level of professionalism, and our review confirms that **** adhered to these standards.
  
  Regarding the quality assurance appointment, this process is crucial to finalize the inventory and ensure there are no surprises on the day of the move. This step helps us provide accurate quotes and avoid any misunderstandings. It appears there was a significant discrepancy between the initial and final inventory, which unfortunately led to a change in the estimated cost. We understand how this can be frustrating and apologize for any inconvenience this may have caused.
  
  Concerning your request for a refund, please understand that the deposit you made is part of our standard procedure and is non-refundable as stated in our terms and conditions. This policy is in place to cover the initial costs incurred in the preparation of your move. 
  
  As your move is currently on hold in our system, we would be more than happy to assist you when you are ready to proceed. If you decide to move forward with our services, please contact us to reschedule, and we will do our utmost to accommodate your needs.
  
  We appreciate your understanding in this matter and are committed to advocating on your behalf to ensure a smooth moving process when you are ready to proceed.
  
  Sincerely,
  
  *************************************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20914483
  
  I am rejecting this response because:
  
  

  Thats funny, cause **** flat out told us calls werent recorded. Because we asked in regards to the fact that most of our inventory wasnt listed and we know for a fact we walked through the whole house on the first call where we told (I believe it was *******) what we had and it conveniently didnt make it. So which one of you is lying? If you do record calls you should be able to listen to our first interaction and see that you guys made a huge mistake and didnt list everything we told you we had. Nor did your representative go over the contract with us and ask us to confirm the inventory, which we never would have signed off on. You are just trying to scam people by giving them lower numbers by purposefully leaving off items and then days before the move come back with a way higher cost.
  
  *************************

  Business Response

  Date: 11/29/2023

  Dear *************************,
  
  I hope this message finds you well. I am writing to you in response to your recent communication regarding the issues you faced with your moving process.
  
  First and foremost, I want to sincerely apologize for any confusion or inconvenience this situation may have caused you. At Extra Space Moving and Storage, we strive to ensure a smooth and transparent moving experience for all our clients, and its clear that in your case, we have not lived up to those standards.
  
  Regarding your concerns about the recording of calls and the inventory listing, I understand how frustrating this discrepancy must be for you. Please rest assured, I am personally reviewing the details of your case to gain a better understanding of what transpired. I aim to clarify any misunderstandings and work towards a resolution that is fair and satisfactory.
  
  I also want to confirm that your move has been officially canceled in our system, as per your request. While this is not the outcome we hoped for, we respect your decision and want to ensure this process is as smooth as possible for you.
  
  In light of your feedback, we are taking steps to review our internal processes, particularly around communication and inventory management, to prevent similar situations from occurring in the future. Our goal is to continuously improve and provide our customers with the quality service they expect and deserve.
  
  We value your feedback as it helps us to improve our service. Should you have any further questions or concerns, please do not hesitate to reach out to me directly. We are here to support you and address any discrepancies on your behalf.
  
  Thank you for bringing this matter to our attention. We look forward to resolving this issue to your satisfaction.
  
  Sincerely,
  
  *********************
  Operations Manager
  

   

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20914483
  
  I am rejecting this response because:

  Its crazy how when defending your own employee you listened to the conversation (which I know for a fact is not true because you 100% would have heard him use foul language toward us, multiple times) but now instead of listening to our first call that shows it was your mistake, youre just going to review your internal processes. Which is great, your process clearly needs reviewing, but doesnt solve our problem of being out $700+ due to something that was your employees mistake.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/20/2023

  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.

  January 2023, I moved all my belongings to extra space storage. I was moving to *****, *******. I left for what was to be one week in **********. I ended up staying at thr ******************* hospital in concord from February to mid June. During the summer I was recuperating in ********. It is November now and am planing to return to *******. During this time I fell one month behind with the storage company. I called mid October to make arrangements and an agreement with ******** to finish my payment she sent me a new document stating that I needed to call them no later than Oct. 31. I called Oct 31 as soon as social security arrived. I called one oclock ******** time. ******** then told me that there was a man and his daughter in my unit putting everything in their truck. I was so upset. I felt violated and cheated. ******** nor the company would work with me to stop the theft of my belongings. I call it a theft because my belongings were so intimate and so clearly expensive things I had purchased throughout the years. I was told that because all of my horses belongings were there and thats what he wanted. I was told by ******** that I should be happy that my horse equipment was going to a young girl. Please someone help me seek some justice. Thank you, ********************

  Business Response

  Date: 11/21/2023

  Dear **************** and *************************,
  
  Thank you for bringing this matter to our attention. We at Extra Space Moving and Storage LLC take every complaint seriously and appreciate the opportunity to address your concerns.
  
  Upon investigating the details provided, we have discovered that ************************* is not a customer in our records. It appears there might be a misunderstanding or a mix-up with another company of a similar name. We specialize in brokerage services for moving and do not directly manage storage facilities or handle items personally. As a moving broker, our role is to facilitate the logistics of moving, but we do not engage in storage or the direct handling of personal items such as those described in the complaint.
  
  While we empathize deeply with the situation described by ************** and understand the distress this must have caused, it is crucial to clarify that these events are not associated with our services or operations. We believe this might be a case of mistaken identity or an issue with a different company. We suggest that ************** reviews the details of the storage facility and company she engaged with for her moving and storage needs.
  
  To assist in resolving this matter and to ensure proper addressing of the complaint, we recommend that ************** verifies the company's name and contact details involved in her moving and storage experience. Should there be any documentation or evidence indicating our involvement, we are more than willing to review and investigate further.
  
  We are committed to advocating for fairness and resolution in moving and storage matters. However, as we are not the service provider in question, our ability to directly intervene in this specific case is limited. We encourage ************** to reach out to the actual company involved for a direct resolution.
  
  Please feel free to contact us for any further clarification or if we can assist in any other matters related to the services we provide.
  
  Sincerely,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:11/17/2023

  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 just moved across country and considered this company as my movers. At the time, I was not certain I was going to need a moving company (because my ex girlfriend has her moving expenses covered by her company, so I was considering shipping things back with her) which I ultimately ended up doing. But I wanted to get feelers. The sales person who spoke with me was told the situation, explaining my hesitancy to sign anything. Afterwards, he told me that if I didnt sign now, he would have to charge more if I book later (totally understandable). I still was hesitant. So he told me that if I sign now, if I let him know within the next few days that I did not need the moving service, that my deposit would either not be taken or will be refunded. He even gave me his personal phone number to ensure I could contact him. Which I did through text, letting him know I was not going to need their services. I confirmed with him yet again, that my deposit would not be taken and he said if anything, call customer service. I said that I will and asked him to please relay the message to customer service as well, which he said he was going to do in about an hour or so because he was at a graduation. Not sure if he just forgot to or just never did. **************** took multiple days to call back. Then I was told that I have to use an email. I spoke to their operations manager I believe and she told me basically within the first 60 seconds of the phone call that she was not changing her decision. I explained in even more explicit detail again, and same thing. So now, I am out almost $1000 for the deposit that was taken, and no one is honoring what I was promised. I would not have agreed to use them on the spot if I was not promised that my deposit would not be taken if I let him know within a few days. This is unethical, deceitful, and unacceptable. This is my first submitted complaint so not sure what role the BBB plays, but I could use some assistance or direction on next steps

  Business Response

  Date: 11/17/2023

  Dear ****************,
  
  I am writing in response to the complaint filed by ******************************* regarding our services at Extra Space Moving and Storage LLC. We appreciate the opportunity to address this matter and are committed to maintaining the highest standards of customer service and integrity.
  
  Upon reviewing ****************** complaint, it is evident that there was a misunderstanding regarding our cancellation policy and the terms of the deposit refund. While we understand ******************** situation and his decision to not utilize our services, our policies regarding deposits and cancellations are clear and were communicated at the time of the agreement. 
  
  **************** signed a contract with us and, as per our policy, cancellations must be made within a specific timeframe to be eligible for a deposit refund. In ******************** case, the cancellation request was made outside of this stipulated cancellation window. Therefore, the deposit, which is non-refundable under these circumstances, was retained as per the agreed terms.
  
  We empathize with ****************** situation; however, our decision is based on the policies that govern our service agreements. These policies are in place to ensure fairness and clarity for all our customers and to manage the logistics and resources involved in planning long-distance moves.
  
  In light of the above, while we are unable to refund ******************** deposit, we remain committed to assisting him in any other possible way. If there are any discrepancies or further issues that he would like to discuss, we are more than willing to review and address them.
  
  We regret any inconvenience this situation may have caused **************** and hope to find a path forward that acknowledges the constraints of our policies while respecting his concerns.
  
  Sincerely,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20884743
  
  I am rejecting this response because:

  Is there a recording of this phone conversation? If so, Id like a copy. Since you say I was told the terms of the cancellation policy, Id like to know that you have evidence that you listened and noted what was said. The terms told to me, by your salesman, were that I could cancel within the next few days after signing. As stated and shown in the screenshot of the text thread, I let him know within the window given. And he acknowledged that if there was a charge, to contact customer service. You dont more care or empathize, as your reluctancy to honor what was promised illustrates that. Again, I was told these terms by your own employee, if I signed on the spot. It does not matter what the policy says here. if I was promised something by your company in order to sign, especially over the phone where I could not read anything (by the way I was driving the entire time this conversation took place. I did not sign anything at that time nor did I sign anything physically or electronically afterwards). Just to re-iterate, Id like a recording of the phone conversation to set this straight.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/21/2023

  Dear ****************,
  
  Thank you for your continued correspondence regarding your complaint, ID ********, submitted to the Better Business Bureau. We appreciate the opportunity to further clarify the situation and provide additional insights into our service processes.
  
  Regarding your request for a recording of the phone conversation, please be informed that our telephone conversations are proprietary and confidential. As such, we are unable to release these recordings. This policy is in place to protect the privacy and security of all parties involved in our communications.
  
  Furthermore, it is important to note that while verbal agreements can be significant, they do not supersede the written terms and conditions to which all our clients agree upon when engaging with our services. These terms are readily available and accessible for review and understanding. It is the responsibility of each consumer to read, comprehend, and agree to these terms and conditions before entering into a service agreement. 
  
  We understand that this situation may not align with your expectations, and for that, we extend our sympathies. However, the terms of service were available for your review, and we encourage all our clients to familiarize themselves with such details to avoid any misunderstandings.
  
  We value your business and hope to find a resolution that is amicable for all parties involved. Should you have any further queries or require assistance, please do not hesitate to reach out to our customer service team.
  
  Sincerely,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20884743
  
  I am rejecting this response because: The verbal agreement was what made me agree. I was not told your policy terms, I was told only my terms, the agreement that I could cancel within a few days. Therefore, I agreed to my terms. I cannot agree to terms that I was not given. And I certainly did not physically or electronically sign anything after that conversation.

  I believe you mentioned on the phone, that you often have delayed cancelation agreements with customers when signing, but it has to be noted in your system. If that is the case, it was a mistake on the salesmans side. I was told he would make a note, as well as let customer service know (as shown in my text). 
  

  If there is no recording, or it cannot be provided, how can we ensure I was told your actual terms? The only evidence we have here is a text from your own employee. Which supports my story. 

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

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 10/17 I signed a contract for a moving service. On 10/18 I called the number outlined in the contract to cancel. I continued to receive email and messages about the move following the cancellation. I called support multiple times and they told me this was being escalated to management. Now they are sending the $691.00 deposit to collections for failure to pay. I have provided them call logs and screenshots of their own contract, however, they are still seeking payment.

  Business Response

  Date: 11/17/2023

  Dear **************** and BBB Team,
  
  I am writing in response to the complaint filed by *****************************, as noted in your correspondence with an ID of ********. We appreciate the opportunity provided by BBB to address and resolve this matter amicably.
  
  Upon a thorough review of ****************** file, we have identified a clerical error on our end. It appears that ************** did indeed cancel his moving service within the specified cancellation window as per our contract. This oversight led to the unwarranted continuation of communication and the erroneous initiation of collection activities for his deposit.
  
  In light of these findings, we have taken the following actions:
  1. ****************** file has been removed from our collections queue.
  2. The 15% administrative fee associated with the cancellation has been waived.
  3. We are ensuring that no further communication or collection efforts are made in relation to this cancelled service.
  
  We sincerely apologize to ************** for the inconvenience and distress caused due to this clerical error. It was certainly not our intention to cause any frustration or misunderstanding.
  
  At Extra Space Moving and Storage, we strive to provide efficient and hassle-free services to our clients. We deeply regret that in this instance, our service fell short of these standards. We are reviewing our internal processes to prevent such occurrences in the future and to better serve our customers.
  
  We hope this resolution is satisfactory to ************** and addresses his concerns as outlined in the complaint. We are committed to ensuring his experience with us concludes on a positive note.
  
  Thank you for bringing this matter to our attention, and for your role in helping to mediate and resolve customer issues.
  
  Sincerely,
  
  *********************

  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 11/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/14/2023

  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 signed a contract with Extra space moving and storage LLC . I cancelled within the 24 hour window and when I called and I wrote an email I got no response, I called back again on the following day and they stated that I was not in the time frame of the 24 hour window . ******* *** , *************************** and Customer ******************** and the representative, I was unable to reach . ******* called me on November 14, 2023 and she was very rude and unprofessional and she called me delusional, she didnt let me get a word in about my cancellation. I would like to cancel my deposit for ******* ************ is a broker. They are unfair and they will take your money even if there is no service to be given , even if you are in the time frame of the window . ******* has been very discriminatory against me and my disability . It was an awful conversation and she really stressed me out . No customer service.

  Business Response

  Date: 11/14/2023

  Dear ****************,
  
  Thank you for bringing this matter to our attention. We understand the importance of addressing customer concerns promptly and empathetically.
  
  Regarding *************************************** complaint, we have reviewed our records and would like to clarify the situation based on our cancellation policy. According to our records, ****************** booked her move on Sunday, 11/12/2023, at 03:12:20 PM (ET). Our policy clearly states that cancellations must be made within a 24-hour window by calling our **************************** at ************** between 10 AM and 6 PM EST, Monday - Saturday, as outlined in Section 8 of our agreement.
  
  Unfortunately, ********************** attempt to cancel the move was made outside of this designated 24-hour ******* Our call records indicate that she contacted us on Monday, 11/13/2023, at 8:07 PM, which falls outside the required timeframe. The same applies to her email sent at the same time. As per our policy, the deposit becomes non-refundable after the 24-hour grace ******* However, we are committed to accommodating our customers' needs and have placed her file on hold, allowing her to apply the deposit towards a future move within 12 months from the date of the original agreement.
  
  Regarding ********************** remarks about her interaction with our staff, we take such feedback very seriously. We strive to ensure all our customers are treated with respect and professionalism. We regret any misunderstandings or communication issues that *** have occurred. We do not condone any form of discrimination and take allegations of such behavior seriously. We will review the interaction with ****************** to ensure our service standards are upheld.
  
  We are committed to resolving this issue amicably and would be happy to discuss further arrangements with ****************** to assist her with her future moving needs.
  
  Sincerely,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20868119
  
  I am rejecting this response because:
  I called the company and I also emailed the company on November 13th, unfortunately I did not get a response from the company. Where in the policy does it states that Sunday is a business day ? Why are we counting Sunday as a business day , not only that the hours of operations does not list Sunday as a business day ? So how was that possible for me to do the business after hours ? There are some legalities here . I do not think its right that ******* be taken from my checking account when I am not using their service . When I spoke to ******* *** she stated I was delusional and was very discriminatory against me , due to the stress and aggravation I should have to suffer the 15 percent pay on my deposit nor should ******* be taken out of my account . This is a ******* company and by law contracts can be broken within 3 days regardless of what the contract entails. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/15/2023

  Dear *******************************,
  
  Thank you for reaching out and expressing your concerns regarding your recent experience with Extra Space Moving and Storage. We understand that the situation surrounding your cancellation and the associated charges has been a source of frustration for you. Please allow us to address your concerns.
  
  Regarding the cancellation policy, our records indicate that the request to cancel your service was received outside the designated timeframe as outlined in our agreement. As per our policy, which was agreed upon at the time of your booking, the deposit is non-refundable if a cancellation request is made outside of this window. This policy is in place to ensure fairness and consistency for all our customers and to manage the logistics and scheduling that our services entail.
  
  Regarding your query about business days, our policy considers Sundays as business days, which is a standard practice in the moving industry to accommodate the varying needs of our clients. While we understand that this might have caused some confusion, we assure you that this policy is clearly outlined in the agreement provided at the time of service confirmation.
  
  Regarding your interaction with ******* ***, we take such feedback seriously and will conduct a thorough review of the matter. Our goal is to provide respectful and professional service to all our clients, and if there was any lapse in this commitment, we will take appropriate steps to address it.
  
  We understand that contract laws can vary, and while we comply with all state regulations, the specifics of our agreement with our clients, including the cancellation policy, are binding once agreed upon. Our team is committed to working within these parameters to ensure both legal compliance and customer satisfaction.
  
  We value your feedback and will use it to improve our services. If there's any additional information we can provide or any further assistance we can offer, please do not hesitate to contact us.
  
  Sincerely,
  
  *************************************

  Extra Space Moving and Storage

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20868119
  
  I am rejecting this response because: there was no service rendered. I emailed and I called and I have receipts to prove this . I dont appreciate *********************** assistant telling me that I have to go into collections and that ******* can not take phone calls after 4:30pm if my voice was recorded after hours then that piece should be on there with ******** lack of empathy and professionalism towards me . How does a company expect to withhold ******** from a consumer without giving service . To rectify this I would like termination my business with you and future business . This is amicable . You are a broker and not a sole proprietor. The initial person that I dealt with which was *************************** would not even get in touch with me , the lack of communication is inevitable . I will not accept anything less but to cancel and terminate my contract without going into collections without paying a 15 percent charge on my deposit. ***** also stated to retract this the company gets charged ***** so instead of giving me back any kind of refund without penalty or fees or it going into collection your company rather keep the money for not servicing your client and that is wrong . 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/06/2023

  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 received a call From ************************* from extra space moving and storage. I was given a quote to move fro ******** to ******** for **** I was told that I was getting the whole 26 foot truck for my move at a discount price due to a cancellation. I later received a call from their quality control department telling me that it would be ****** dollars for whole use of the truck and that if I cancelled my reservation my **** deposit was none refundable. I now have to rent my own truck to move across country. Business like this should not be allowed to operate.

  Business Response

  Date: 11/07/2023

  Dear ****************,
  
  Thank you for bringing this matter to our attention. We understand the importance of clear communication and transparency in our business dealings, and we appreciate the opportunity to address Ms. ******************* concerns.
  
  From our records, we see that ************** was initially quoted a price of $2,981.51 for her move from Colorado to ********. This quote was based on the estimated volume of items to be moved as standard practice in our industry. We regret any confusion regarding the use of the truck space.
  
  Extra Space Moving and Storage aims to provide flexible and affordable moving solutions. Our quotes are typically based on the space customers reserve on the truck, and not for the exclusive use of an entire truck unless specifically requested and paid for. It appears there may have been a misunderstanding in communication during Ms. ****** interaction with our representative, *************************, for which we sincerely apologize.
  
  Upon reviewing the conversation with our quality control department, the additional cost explained to ************** was for the option to reserve the entire truck, which is a different service level than what was initially quoted. We understand that moving can be a stressful time, and it was never our intention to add to Ms. ****** stress.
  
  We want to assure ************** that her satisfaction is important to us, and we are committed to finding a fair resolution. Although our deposit policy is typically non-refundable, as it secures the moving date and truck space, we are more than willing to review this policy on a case-by-case basis. Therefore, we would like to investigate this issue further and work with the motor carrier to see what accommodations can be made for Ms. ****** situation.
  
  We respectfully request that ************** get in touch with our customer service team so we can thoroughly review her file and the communications that have occurred. We are committed to understanding her needs better and will advocate on her behalf to address and resolve any discrepancies.
  
  Thank you for your time and understanding. We are hopeful for an amicable resolution and look forward to providing ************** with the high standard of service we strive for at Extra Space Moving and Storage.
  
  Sincerely,
  
  *********************

  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20834100
  
  I am rejecting this response because: I have reached out to customer service and the sales rep with no response or even an attempt at a resolution. I have had to rent my own moving truck and hire local movers due to their sales rep misleading me. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/08/2023

  Dear ***********************,
  
  Thank you for your patience and for bringing complaint number ******** to our attention. I sincerely apologize for any inconvenience you have experienced and for any miscommunications that *** have occurred.
  
  Upon reviewing your case, it seems there has been an unfortunate situation where the options provided did not align with your expectations. While a refund is not possible based on the current assessment, I want to assure you that we have attempted to offer viable alternatives to assist with your moving process.
  
  I understand youve had to secure a moving truck and local movers independently, which is certainly not the scenario we wish any of our customers to face. Although the response has not been as timely as expected, please know that we are looking into why your outreach did not prompt the necessary actions.
  
  If there is any additional information you could share regarding your interactions with our customer service or sales team, we would welcome this to prevent such occurrences in the future.
  
  Again, I apologize for the inconvenience you have encountered. We value your business and are committed to learning from this situation to improve our services.
  
  Warm regards,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage

• Initial Complaint

  Date:11/03/2023

  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.

  On 10/28/23 I hired Extra Space and moving and storage LLC. To move me from my residences in ****** ******** to their storage in ********* ******** I asked that they arrive on 10/30/23 to give me time to clean the apartment fot the tenant moving in on 11/01/23 also I reserved parking for the truck I recieved a call 10/29/23 stating the driver would be there between **** I stressed at the time of booking and the day before they would have to be there on the 30th Time was of the essence. ****** in dispatch which setup everything assured they would be there I recieve a text and on the 30th saying they would be there on the 10/31/23 between 8am - 12pm when they arrived there was only two movers they started around 1pm as time goes on I'm being told about fees I knew nothing about such as the traveling fee because of where they had to park but had they showed on the 30th this could have been prevented issue # 2 they are charging me for extra space on the truck so what began has a ******** dollar job is now $5,600 hundred dollars so the move was not completed until 11:30pm that night also they left a dresser with mirror which is estimated at ***** hundred dollars the movers did not have the tools to remove it so therefore it was left in the apartment overnight .the driver assured me they would return the next morning which was the 1st of Novembet tenants were moving in when I called customer service and spoke to ****** when asked about an ETA of when my dresser would be picked up they stated they had no drivers and hung up . I then had to scramble to find and pay $385 dollars additonal movers for the service .I have reciepts to prove such matter I have called countless times to speak to someone they say they will call me back but never do I am asking for monies for extra moving expenses stress and Aggravation and also money Deducted from the total bill because if they had a arrive on the 30th which was in the contract. They wouldn't have to Had to charge me for extra traveling cost. Because they had adequate parking picked out on a 30th for the move they are very unprofessional and have a lot of hidden fees they don't disclose when setting up the service.

  Business Response

  Date: 11/03/2023

  Dear ***********************,
  
  I hope this message finds you well. Firstly, I would like to genuinely express our concern and understanding regarding the frustrations you've experienced. Moving is a significant and often stressful event, and we genuinely appreciate that you chose Extra Space Moving and Storage LLC to assist with this process. 
  
  Upon reviewing the details you provided and cross-referencing the terms of the estimate you signed, I'd like to address your concerns:
  
  1. **Pickup Date and Timing**: We acknowledge that the timing of your move was critical. While Extra Space Moving and Storage serves as a moving coordinator and broker, we rely on our motor carriers to execute the physical aspects of the move. We do apologize for the change in arrival time on the 30th and the subsequent impact it had on the 31st. We will advocate on your behalf with the motor carrier to understand the cause of this delay and push for more timely adherence to schedules in the future.
  
  2. **Fees**: The estimate you agreed to does mention potential additional fees based on certain conditions. This includes the long carry charge, which may have been applied due to the parking situation on the 31st. However, we understand that if the motor carrier had arrived on the date as initially communicated, this particular charge might not have applied. Again, we will investigate this matter with the motor carrier.
  
  3. **Left Behind Dresser**: Leaving items behind, especially of significant value like your dresser, is a matter of great concern. The fact that the movers did not have the tools to move it and did not return to collect it as assured is certainly not the service level we aim to provide through our network of motor carriers. We will liaise with the motor carrier involved to understand the root of this oversight.
  
  As for the additional costs you've incurred in hiring additional movers, while our role as a broker means that we are not liable for the actions or omissions of the carrier, we absolutely acknowledge your distress. We are committed to acting as your advocate and will reach out to the motor carrier to see if they are willing to provide any compensation or adjustments on their end.
  
  April, I assure you that your feedback is vital to us. It aids in highlighting areas where we, along with our network of motor carriers, need to improve. I understand that no words can change the stress you faced, but please know we will do our best to ensure this does not happen to others in the future.
  
  We truly appreciate your patience and understanding in this matter. We will continue to work on your behalf to address your concerns with the motor carrier and will keep you updated on any progress or resolutions.
  
  Warm Regards,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage LLC.

  Customer Answer

  Date: 11/05/2023

  Also on the contract the movers were to pick up a view items from my storage which was less than 10 miles away they did not claiming not to have enough room forcing me to continue to pay on a storage had they did the job now it's costing me  more money I don't have  to store the dresser and mirror and other articles they left behind and refused to pickup.

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20818613
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************;

  No one has called me I have called twice all I get is we are reviewing your problem we will contact you when I asked if my belongings **** in ********* again no one has a answer.between moving to a new state and job this is nerve wrecking I am stressed.I feel no one cares from the moving company.

  Business Response

  Date: 11/13/2023

  Dear ***********************,
  
  Thank you for reaching out and sharing your concerns. We understand that moving can be a stressful experience, and we apologize for any anxiety this situation *** have caused you. 
  
  We acknowledge your disappointment regarding the communication and the uncertainty about the status of your belongings. We are actively working with the carrier to obtain detailed information regarding the location and expected delivery of your items. We appreciate your patience as we coordinate with them to gather the necessary details.
  
  Regarding the compensation, we understand that the carrier has offered a $100 adjustment to your final bill. We will continue to advocate on your behalf to ensure that this adjustment is appropriately applied and to address any other discrepancies that *** arise.
  
  Please rest assured that your concerns are important to us. We are committed to facilitating a resolution and will update you as soon as we have more information from the carrier. Your satisfaction and peace of mind are our priorities.
  
  Sincerely,
  
  *************************************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 11/16/2023

  I am not satisfied ***************************************************************** having to pay almost 400 dollars to do the job they were hired for also the supervisior was very nasty on the phone and threatening about paying for the moving service saying I would be charged a 100 fee each time I would rather talk to someone else  he is very Unprofessional and uncaring .

• Initial Complaint

  Date:11/01/2023

  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.

  Like others I was trying to get moving quotes for a move. I was contacted by this company to get a quote. After receiving the quote, I told them I wasnt going to put a deposit down that drone and the guy insisted that the deal was going to be gone tomorrow and didnt understand why I wouldnt put down a deposit. Eventually he hung up on me. Ive been harassed with phone calls 3-4 times a day for the past few weeks. Ive asked 4 times to be taken off their list. They keep calling from different numbers, which I continue to block. Today, I finally picked up to tell them once again Im no longer interested and the guy STILL tried to get me to listen to his pitch which I said I was interested again. They are relentless. Poor customer service.

  Business Response

  Date: 11/03/2023

  Dear *********************,
  
  Thank you for reaching out and bringing this to our attention. I apologize for the experience you have had with our team. It's important to us that all potential customers feel respected and not harassed.
  
  I will personally review and investigate this matter to ensure such incidents don't happen again. I assure you, steps will be taken to prevent further calls to you, and we will advocate for your concerns to be addressed appropriately.
  
  Your feedback helps us improve, and we appreciate you taking the time to inform us. We respect your wish for no further contact, and we will ensure that you are not contacted by us or our affiliated motor carriers in the future.
  
  Thank you for your understanding.
  
  Sincerely,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:10/31/2023

  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 June 18, 2023, I contracted with Extra Space ********************************************** of *************, **, to move my household goods from ** to DE. They provided me a binding estimate of $1800. On July 20 a truck and crew arrived and loaded my goods. The mover's name on the bill of lading (#G744593) is Mirit Great ********, of ***********, **. After loading the crew chief began to add additional charges based on his claim that my load was over double what Extra Space put on my contract. I immediately protested and called Extra Space to request their assistance in resolving this crisis, since it was incomprehensible to that their estimate could be off by so much (over 100%). They responded that there was nothing they could do and I would have to negotiate with the movers, or have my goods unloaded. I argued with the movers and ?***** agreed to pay an extra $700 to get the move done. Since I had no idea what the actual cubic footage was I could not effectively dispute the moving companys claims.On July 24 (3 days late) the movers arrived at my new address and unloaded my goods. During unloading I learned that my goods had been unloaded because the truck was needed for another job, and I saw on their paperwork that "500 CF" had been written on their copy (not mine). I concluded that this was my actual CF and not the ***** they had deceptively told me at origin. Had I known this I never would have agreed to pay the additional $700. I submitted claims to both the broker and movers but have received no satisfaction. I also researched the movers and learned that their ** license was expired, the ** DOT and MC #'s they show are those of another company (TriState *** Lines), their BBB rating is F, and their customer review rating is 1.52 out of 5. Obviously, the broker failed in their primary responsibility of contracting with a reputable ?rm, and then of advocating, in accordance with para 4 of the contract, on my behalf with the mover to obtain a satisfactory resolution.

  Business Response

  Date: 11/03/2023

  Dear *************************,
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau (BBB). We understand how important trust is in our line of work, and we take your complaint seriously. Please allow me to review the situation from our perspective.
  
  First and foremost, we sincerely regret any distress or inconvenience you experienced during your move. We always strive to ensure a smooth experience for our customers, and we understand the gravity of the responsibility placed on us.
  
  From our records, on July 20, 2023, when the carrier arrived at your location, it was noted that the cubic footage (cf) required for your move was higher than the original estimate provided by Extra Space Moving & Storage. The carrier ******* communicated that the move would require about 1,000cf. However, to assist you, he agreed to only charge for 850cf and also waived the additional charges for bulky items. Furthermore, there was a charge for packing supplies amounting to $285.00. Due to the increase in cf, there was a consequent increase in the fuel surcharge.
  
  To provide more clarity on the balance:
  
  - 850 CF: $2550
  - Fuel: $255
  - Binding: $1250
  - Discount: -$707
  - Your Payment: -$788
  
  Resulting in a revised balance of $2,845, with half due at pickup and the other half upon delivery.
  
  While we understand the frustration that arises from unexpected changes in estimates, we wish to clarify that our role as a broker is to connect customers with motor carriers. We work diligently to ensure accurate estimates based on the information provided to us, but the final cubic footage and related charges are determined by the motor carrier based on actual space utilized on the truck.
  
  Your concerns about the motor carrier, Mirit Great American, are alarming. We will be reviewing the details provided by you in this regard and will certainly advocate on your behalf. Please understand that as a broker, we do not control the motor carriers' licenses, ratings, or customer reviews. However, we always strive to connect our customers with reputable motor carriers, and it is disheartening to hear of your experience.
  
  While we cannot offer financial compensation as per our policy, and the discrepancy arose due to a misunderstanding or issue with the motor carrier, we are committed to advocating for you. We will immediately investigate the matter further with ***** Great American and see how best we can assist in resolving this.
  
  Thank you for your patience and understanding. Please rest assured that your concerns are paramount to us, and we are dedicated to ensuring a satisfactory resolution.
  
  Warm regards,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20808199
  
  I am rejecting this response because:  This is the first time I have seen the numbers quoted in this response, and I have no idea where they come from.  The question here is what was the actual cubic footage of my load.  I asked this question of Extra Space and got no answer.   As stated in my compaint I believe the answer to be around 500 CF.  So the numbers in their response are meaningless.  The respondent contracted with an unethical, unlicensed, poorly rated mover, provided me an estimate that proved to be too low, and refuses to accept any financial consequences for their incompetent performance as a broker.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/07/2023

  Dear ****************,
  
  Thank you for bringing ***************************** additional correspondence to our attention. We understand that moving can be a stressful time, and it is never our intention to add to that stress. We aim to facilitate a smooth and transparent moving process for all our clients.
  
  Our estimates are meticulously calculated based on the inventory lists provided by our customers prior to the move. We then coordinate with a motor carrier that is authorized for hire as per the ********** of ************** regulations, ensuring a reliable service.
  
  Regarding ****************** concern about the actual cubic footage of his load, we would like to extend our apologies for any lack of communication on this matter. We take such concerns seriously and are committed to reviewing the specifics of the cubic footage quoted. It is important to note that our role as a broker is to provide estimates based on the information given to us by the customer, and while we strive for accuracy, the final charges are determined by the actual measurements taken by the carrier.
  
  I would like to clarify that the motor carrier we contracted for ****************** move is a fully vetted, licensed, and compliant service provider. We regret to hear that ****************** experience with the motor carrier did not meet his expectations, and we are actively addressing this feedback with the carrier to prevent any future occurrences.
  
  In response to ****************** rejection, we are ready to conduct a thorough review of his moving process, including an investigation into the communication of the cubic footage and the performance of the contracted motor carrier. Although we do not provide financial compensation as a broker, we are devoted to advocating on our customers' behalf to ensure that any discrepancies by the motor carrier are rectified to the best of their ability.
  
  We are prepared to facilitate further dialogue with ************** to assist in resolving this situation to his satisfaction. Please advise ************** that our customer service team is available to discuss the details of his move and any specific areas he wishes to address.
  
  Once again, we apologize for any inconvenience this may have caused ************** and appreciate the opportunity to clarify our position and assist in resolving this matter.
  
  Sincerely,
  
  *********************

  Operations Manager
  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20808199
  
  I am rejecting this response because:  This response provides no new information addressing my complaint except their statement that the mover they selected "is a fully vetted, licensed, and complaint service provider."  As stated in my complaint, research I conducted shows this not to be the case.  The mover has terrible ratings, operates under a ****** # and MC # (******* & ******) belonging to a different company (TriState *** Lines), according to the *** website, and an expired ** license.  This response also states that they "are ready to conduct a thorough review" of my moving process. Well I would hope so at this late date after I have been complaining to them for months,  unable to get from them even an accurate report of the actual cubic footage moved, to compare to their estimate.  By all means, conduct an investigation and provide me the results (as I have asked for before).
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/31/2023

  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.

  Booked moving company on 10/28/2023 with a better price than the original one I booked with. I was informed to reach out to my original company and bank to cancel to receive a refund to and attempted to cancel within 24 hours per contract. Business was unresponsive and continued to process $757 after denying the cancellation. Business originally committed to provide a moving service with responsive support, did not receive either. No services rendered. Business refused to resolve cancelled with zero refund.

  Business Response

  Date: 11/03/2023

  Dear Better Business Bureau and ******************,
  
  I appreciate the opportunity to address the concerns raised by ******************. At Extra Space Moving and Storage, we highly value our customers' experiences and are dedicated to assisting in reaching a resolution that aligns with our standards of service and the agreements in place.
  
  Upon reviewing the details provided by ******************, I'd like to offer some clarity on the situation:
  
  - We meticulously maintain records of all communications with our clients. According to our logs, there were no incoming calls from ********************** number to the Customer Relation number specified in Section 8 of the agreement within the 24-hour cancellation window she referenced. This has led us to determine that the cancellation request falls outside of the "in-window cancellation" period as outlined in Section 8 of our contract.
  
  - Our contract specifies the proper channels and timelines for cancellations. It appears that ********************** cancellation request was made via email, which falls outside of the means for cancellations as detailed in our agreement.
  
  - We acknowledge that there might be some ambiguity about the operational hours of our customer service line on Sundays. However, we aim to make our communication channels as transparent as possible for our customers.
  
  I'd like to assure ****************** and the BBB that we are fully committed to working together to reach a satisfactory resolution. If there are any additional concerns or questions, please do not hesitate to reach out to us. We genuinely value our customer relationships and strive to provide the best service possible.
  
  Thank you for your attention to this matter.
  
  Warm regards,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20807911
  
  I am rejecting this response because: Please see the attached. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/21/2023

  Dear *****************************,
  
  We are writing in response to your complaint filed with the Better Business Bureau. We regret to inform you that the check you provided for the deposit payment was returned due to an error message indicating insufficient funds. We understand that such situations can be both unexpected and concerning.
  
  Due to the returned check and the resulting outstanding balance on your account, we must inform you that your account has been transferred to a collections agency. This step is a standard procedure in such cases and is necessary to manage outstanding balances effectively.
  
  We advise that any further communication regarding the settlement of the balance should be directed to the collections agency. They will have the most current information on your account and will be able to assist you with any payment arrangements or queries you may have.
  
  We understand this situation is not ideal and we extend our sincerest apologies for any inconvenience it may have caused. If you have any questions or need further clarification regarding the process with the collections agency, please feel free to reach out to us.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *********************
  Operations Manager
  Extra Space Moving and Storage