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:10/11/2023

  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.

  I made the mistake of submitting my phone number on a website that promised to provide competitive quotes for cross-country moving services. I didn't realize that would put me on a list to be called by a multitude of companies I did not directly choose to reach out to. Most of these companies graciously stopped calling when I asked them to. However, Extra Space Moving and Storage continues to call me multiple times per day from multiple phone numbers (I've already blocked more than 20 of their "Telemarketer" phone numbers). When I ask them to remove me from their list they literally tell me "I can't remove your number from the list until we book your move." They then proceed to laugh and argue with me about it, and then call me again from a different number.

  Business Response

  Date: 10/12/2023

  Dear **************** at BBB Serving Southeast ******* and *************,
  
  Thank you for reaching out to Extra Space Moving and Storage LLC regarding the concerns of *****************************. We genuinely appreciate the opportunity to address this matter.
  
  Upon receiving this complaint, we have immediately looked into the matter and are investigating the situation with the specific calls to ************. We understand the importance of privacy and respect towards potential customers. The experience ************ has detailed is concerning and not in line with our company's values.
  
  It sounds like there might have been a misunderstanding or an issue with the motor carrier's practices. As a broker, we connect customers with motor carriers, and it's not our policy to make continuous calls or harass potential clients. We apologize for any inconvenience ************ may have experienced, and we are committed to making sure such instances are avoided in the future.
  
  In response to **************** desired settlement, we will ensure that her contact information is removed from our list and that she will not receive further contact from our end. We'll also reach out to our associated motor carriers to ensure they are aware of this request and act upon it.
  
  Once again, thank you for notifying us about this concern. We are dedicated to resolving this matter promptly and ensuring our potential customers have a positive experience with us.
  
  Sincerely,
  
  ******* ***

  Customer Answer

  Date: 10/13/2023

   
  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 **** thank them very much for their understanding and prompt action.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/11/2023

  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 hired Easy Moving and Storage to move my deceased mom furniture from her home to my home in *****. I spoke with *************** and he assured me that he would help and everything would be legit He was very talkative and persistent after I told him all the items I needed moved he gave me a price and a date everything would be picked up. He assured me he would be with me every step of the way even giving me his personal phone number ( I thought) The movers never showed up on either of the days he told me which was 09/30/23 or no later than 10/01/23 they called and informed me they would be there 10/02/23 at 8am no show so I called Al no answer I called him and texted him several times no answer no call back so I called the number I talked to him in the beginning on and no answer so I ****** another number and got a lady name ***** so I let her know what happened and I told her I wanted my money back and she assured me no no I will find out what's going on which she called someone and then told me they will be there around 3pm don't worry so they showed up late again and told me the truck they had wouldn't fit my things and I said what them they said oh we can get a bigger truck for you but it will be an additional $5400 I said what? No way so I called Al again no answer so I then call ***** back and told her and she was like well you can't get a refund because they showed up and I said no way I need my money back she said let me speak to my boss and I will call you back and I never heard from her again and she will not answer any of my calls

  Business Response

  Date: 10/11/2023

  Dear ****************,
  
  First and foremost, I sincerely regret the challenges you've encountered during your recent relocation experience. Understandably, moving items of sentimental value, especially those belonging to a late family member, carries profound emotional significance. Please be assured that we treat every complaint with the gravitas it deserves, aiming for transparency, understanding, and improvement in our services.
  
  After your booking was finalized with Extra Space Moving and Storage LLC, our protocol dictates that our dedicated customer service team becomes the primary liaison for our clients. This ensures that even if moving coordinators, like *******************, are engaged with other customers, representatives like Ms. ***** are available to assist with any post-booking concerns.
  
  During the meticulous process of our quality assurance call, you had the option to modify or add to your inventory. However, based on the documentation, you made the clear choice not to do so. The document reads verbatim: "After completing my quality assurance call I, ******* have elected to not reserve additional space or add additional items for my relocation. I am affirming that I will be going based off of my original estimate and bringing only the original items specified for the space listed on my original reservation."
  
  Furthermore, as stated in section 8 of the signed binding moving estimate, "IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT, CUBIC FOOT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES."
  
  Our estimates are crafted based on standardized dimensions of household items as provided by clients. However, these items can vary in dimensions and characteristics. If our movers find that certain items can't be safely stacked, they'll make use of additional truck space, which can lead to cost revisions.
  
  On the day of the move, you were provided three clear options:
  
  1. Retain the space defined in the original estimate.
  2. Opt for extra space and services with an associated cost adjustment.
  3. Decline the service on the move day.
  
  Based on our records, neither the revised nor the original estimate was accepted, thus classifying this as a "refusal of services". This means, per our company policy and the guidelines laid out in the Binding Moving Estimate, the deposit is non-refundable.
  
  I genuinely hope this comprehensive response offers a clearer understanding of the events and the ensuing decisions. Your feedback is invaluable and integral to our mission of continually refining our processes and services.
  
  Warm Regards,
  
  ******* ***

  Customer Answer

  Date: 10/15/2023

  I had my contract with the items listed on my contract the men showed up and said they were told to only pick up one mattress and box spring and 2 nightstands which clearly was absurd. Why would I agree to pay $2200 for just those items. I didn't need to modify anything because what was listed on my contract is what I needed moved so this reply makes no sense to me. The information I provided is the truth. When the men came they didn't have enough space first of all them wanted to order another Uhaul truck and charge me almost 3 times the amount l which is ridiculous and what all of your other complaints from other consumers say your company does. I didn't refuse service the men told me they did not have the space for all my items listed so therefore I want a refund 

  Business Response

  Date: 12/14/2023

  Dear ****************,
  
  I regret to hear about the difficulties you've faced during your recent move with Extra Space Moving and Storage LLC. I understand the emotional weight attached to relocating items of personal value, especially those with sentimental connections. We take every complaint seriously and strive for clarity and improvement in our service.
  
  Upon finalizing your booking with us, our procedure ensures that our customer service team, rather than individual coordinators like *******************, manages all client communications post-booking. This is to guarantee consistent support, as demonstrated by Ms. ******* assistance in your case.
  
  During your quality assurance call, you were given the opportunity to adjust your inventory. As per the records, you chose to stick with your initial selection, stating: "After completing my quality assurance call I, *******, have decided to not reserve additional space or add items, and will adhere to my original estimate and the items listed for the reserved space."
  
  In line with section 8 of our binding moving estimate, any additions in items or services at the origin or destination incur charges as per the standard tariff rates.
  
  Our estimates are based on the standard dimensions of items provided by clients, which can vary in actual size and properties. If our team finds that items cannot be safely stacked, they might use extra truck space, potentially leading to an adjusted cost.
  
  On your moving day, you were given three options:
  
  1. Keep the space as per the original estimate.
  2. Pay for additional space and services.
  3. Decline the service on the day of the move.
  
  Our records indicate that neither the revised nor the original estimate was accepted, which is recognized as a "refusal of services". Therefore, as outlined in our company policy and the Binding Moving Estimate, the deposit is non-refundable.
  
  I hope this explanation provides clarity on the situation. We value your feedback and are committed to continually improving our services.
  
  Best regards,
  
  ******* ***

• Initial Complaint

  Date:10/08/2023

  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.

  I was contacted by Extra Space Moving and storage after completing an online moving estimate to receive a quote on7/29/2023. The sales associate that I spoke with provided a moving estimate of $1754.95 to move our goods from ****** to *************, and required a deposit of $815 to secure my reservation. The sales associate told me that my goods would be picked up on 8/25 and delivered by 8/28/23. I was required to pay 50% of the remaining balance upon pick up and the other 50% upon delivery. ESM contracted **************** to transport our goods. On the day of pick up, I paid the required 50% (plus a 10% tip to the driver, which was a total shakedown). The driver asked when I wanted my goods delivered by, and I told them by 8/28. When he told me that there was no way that they would be delivered by 8/28 I then told him I wanted our goods delivered as quickly as possible. He wrote ASAP on the Bill of Lading contract. After not receiving any updates from the transport company I contacted HWC on 9/6 to schedule my delivery. I was informed that I needed to pay 75% of the remaining balance in order to have my goods scheduled for delivery. I paid the amount required and was told my delivery would be scheduled within 8 business days. On 9/14 I was informed that our goods were on the truck and my delivery would be within 3/4 business days. Our goods have still not been delivered. I have contacted ESM multiple times and have received little help, and plenty of rude attitude. I have contacted HWC, multiple times only to be told that they will check with their dispatch and will give me an update. I have yet to receive any calls back from them. I was finally able to speak with the office manager at HWC and was told that our goods are still in ****** and it could be several more weeks before our goods are delivered because ************* is difficult to get to. Extra space mislead us, has been rude and unhelpful, and contracted with an irreputable company to deliver our goods.

  Business Response

  Date: 10/09/2023

  Extra Space Moving and Storage LLC  
  ****************************************************************; 
  ************* ** 33065  
  
  October 9, 2023  
  
  Dear ********************,  
  **************************************  
  
  Re: Complaint ID ******** from ********************************; 
  
  Thank you for bringing ************************ concerns to our attention. We value each of our clients and aim to provide a smooth experience throughout the moving process. Upon reviewing the complaint, I would like to provide clarification on the matter from our perspective.
  
  Firstly, I'd like to address the nature of our business in this transaction. As mentioned in Section 4 of our agreement: "THE CUSTOMER HAS HIRED ********************** AS A ********************** COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER..." This means that we acted solely as a coordinator and agent for ********************, connecting him to a carrier that would handle the move. Our role does not encompass the physical movement of goods, and thus any challenges faced during transit are directly related to the carrier's operations. 
  
  The issue of delivery timelines mentioned by ******************** is also addressed in our agreement. As per Section 14: "ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES." This indicates that while we understand the importance of timely delivery, we cannot guarantee specific delivery dates due to a myriad of variables in the moving industry. However, it is worth noting that the carrier has 30 business days for delivery before the load is considered tardy.
  
  We empathize with ************************ frustration regarding the delay in delivery of his goods. While we are not responsible for the acts or omissions of the carrier, we are committed to advocating for our clients and assisting them in seeking resolutions. We have reached out to ***************** the motor carrier in question, to inquire about the current status and potential delivery dates. We have been informed that they are working on the schedule and anticipate a delivery possibly within this week. As soon as we receive more accurate details, we will ensure they are relayed to ******************** promptly.
  
  In light of the stipulations in our agreement and the nature of our role as a broker, we are unable to authorize a billing adjustment or refund. However, we understand ************************ concerns and will continue to serve as an advocate to help facilitate communication and a timely resolution with the carrier.
  
  Thank you for your understanding, and we hope to resolve this situation amicably for all parties involved.
  
  Warm Regards,
  
  *********************

  Extra Space Moving and Storage LLC

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20710744
  
  I am rejecting this response because:

  The 30 business day window has now passed. As the broker, Extra Space has a responsibility to contract with transport companies that are reputable, and have the adequate resources to complete the contracted services within the reasonable delivery window as mandated by federal law. DOT records for the transport company selected by Extra Space indicates that the transport company has a total registered fleet of two vehicles. Extra Space clearly contracted with the lowest bidder without any concern about their ability to follow through with the services they were contracted to provide. I do not necessarily seek an adjustment from Extra Space, at this time, rather I simply request that my goods be delivered without further delay, and that Extra Space remains actively engaged in resolving this matter. Responses will continue to be rejected until an actual date of delivery can be provided. I will handle all financial claims for restitution, if necessary, via the terms of the contract and/or civil proceedings. 
  
  Sincerely,

   *******************************

  Business Response

  Date: 10/16/2023

  Dear ***********************************,
  
  Thank you for your follow-up regarding your complaint ID ********. We understand your frustration and concerns, especially with the prolonged timeline for the delivery of your goods. It's clear this has been a stressful experience, and we're committed to doing what we can to facilitate a resolution between you and the carrier.
  
  As per our previous explanation, our role is to act as a broker in coordinating the moving process. However, we understand that our responsibilities include advocating for our clients in situations like these. While we don't hold the operational control over the motor carrier's fleet or schedules, we are actively engaged in trying to expedite this matter for you.
  
  I've reached out to **************** to inquire about the delay. According to their latest information, they are working diligently on the schedule and anticipate that your goods could possibly be loaded for delivery within this week. While I understand that timelines have been unreliable thus far, I will continue to press for a more concrete delivery date on your behalf and will keep you informed as soon as that information is available.
  
  We acknowledge your right to pursue financial claims according to the terms of your contract or via civil proceedings. Our primary focus right now, however, is to ensure that your goods are delivered in a timely manner from this point on.
  
  We appreciate your patience during this trying time and are committed to staying actively engaged until your items are safely delivered to you.
  
  Best Regards,
  
  ***********************; 
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:09/29/2023

  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 was contacted by an extra space employee on 6/5/23 offering services to move the contents of my home from **** to ******. He gave me an estimate via email and told me I had to sign the contract right then as the discount offer he was giving would only be valid on the phone with him. While on the phone I looked over the contact and saw that my deposit would be refunded if cancelled in 24 hours, I even mentioned to the sales employee "there is a 24 hour cancelation policy?" so I signed thinking I would have time to look over the contract more thoroughly without him waiting on the other end of the line. If this companies calls are recorded there would be proof the employee mislead me. After getting off the phone I looked up reviews online and saw multiple reviews claiming the company was a scam and often tacked on large additional charges when they got to your residence to move your items. I signed the agreement and canceled within 20 minutes. I then contacted my bank to tell them I did not want them to be paid & they explained that it was likely that they were scamming me as they required a "bank draft" ************ bank (***************** *****, and many other banks) does not offer protection/coverage for these types of payments. Basically, a regular transaction the bank can stop or file a claim to stop payment, but with bank drafts they can not. They just advised me to email about cancelation multiple times to have documented proof as I called twice to verify it was cancelled & was told the deposit would not be processed, but I didn't trust them. They did not respond to my cancelation emails and charged me $141.50 on 6/9/23. After contacting them for a refund they refuse to refund as farther down in the contract it states a 15% fee for cancelation not stated earlier in the document. However I believe this company is doing high pressure sales, intentionally misleading people in order to bank draft scam customers into paying for no services rendered.

  Business Response

  Date: 10/03/2023

  Subject: Response to BBB Complaint Filed by ****** **** ***************** ***************************** ****,
  
  We have received your complaint filed with the Better Business Bureau, and we appreciate you taking the time to bring your concerns to our attention. I would like to assure you that we take all customer complaints very seriously. Our aim is to deliver the highest quality of service, and I am truly sorry to hear that your experience did not meet your expectations.
  
  Firstly, I'd like to clarify that the terms and conditions of our agreement are there to protect both parties involved. In line with section 8 of our agreement, cancellations made within 24 hours are subject to a 15% administrative fee, which you agreed to upon signing the contract.
  
  Regarding the payment method via bank draft, this is a commonly used and accepted form of payment within the industry. We understand your concerns but it is a standard industry practice.
  
  Concerning the online reviews you've mentioned, we recognize that everyone is *********** their opinion. We do, however, strive for transparency and integrity in all of our customer interactions.
  
  As far as the policies you agreed to upon signing, it's important to acknowledge that these were clearly stated. We have acted within the framework of those policies and within our legal rights.
  
  If you have any more details to add to this matter, feel free to reach out to us directly. We value your input as it helps us improve our services.
  
  Thank you again for bringing this matter to our attention.
  
  Sincerely,
  
  *********************

  Customer Relations Department
  **********************
  cc: Better Business Bureau

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20676465
  
  I am rejecting this response because: your contract is misleading and though it states 15% administrative fee, earlier in the contract leads to believe that the deposit is refundable. You purposely have high pressure sales with a misleading contract so that people are forced to pay via bank draft because you know it can't be disputed. I cancelled in less than 20 minutes, charging $141.00 for that is unreasonable especially after being told my account would not be charged by two of your employees. Please review your phone recordings as I wasn't even given the courtesy of having either of my cancellation emails answered.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 10/04/2023

  Dear ****** ****,
  
  Thank you for reaching out and sharing your concerns. I understand where you're coming from and truly empathize with your feelings.
  
  Upon reviewing the situation, we want to clarify that we strictly adhere to our Terms and Conditions. It's essential for our operations to maintain consistency and fairness for all our customers. While you might feel that certain terms are misleading, our intent is always to be transparent and consistent with what is outlined in our agreement.
  
  We always advise customers to thoroughly review the contract to ensure they fully understand all terms before proceeding. We do appreciate your feedback, and it will be taken into account as we continuously strive to improve our services and customer experience.
  
  Thank you for your patience and understanding. We genuinely hope to resolve this matter amicably.
  
  Warm Regards,
  
  *********************

  Extra Space Moving and Storage

• Initial Complaint

  Date:09/26/2023

  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 Sunday approx **** I got a call for a moving quote. I was told the quote of $2200 to move my belonging and my vehicle from ** to NC. I was reassured by the person on the phone as he gave me his cell phone number and I could contact him with any issues. He sent over the price contract and told me to look it over which I did. There were no stipulations stating a cancellation time frame. After I signed I received a copy in my email. When I noticed my vehicle was still not in the quote, I contacted the company and they said **** would get back to me. It is Tuesday and he has never contacted me back. I texted him he never replied. So today I called to cancel not even 48 hrs later. I was told my deposit was not refundable. That I only had 24 hrs to cancel. I advised I never received this in written. Meanwhile they keep sending me all this contract stuff that I never received. I asked them to show me where it was sent to me and now they are not replying. They did not honor what **** said would be included in the price. I feel like I was taken advantage by this company and now they are trying to keep my hard earned money. I was told calls were recorded and they can pull the recording from my conversation with ****. I put a stop payment through my bank and they company is trying to say they can get me for fraud even though they are the ones who didnt uphold their end of the agreement. Pictures show I texted **** the representative. The email I received stating nothing about a cancellation time frame and calls I placed where I got no one and nothing resolved.

  Business Response

  Date: 10/11/2023

  Dear **************** and BBB Serving Southeast ******* and *************,
  
  Thank you for reaching out to Extra Space Moving and Storage LLC with regard to the complaint filed by Ms. ******************************** We take every complaint very seriously and strive for transparency and integrity in all our interactions.
  
  To address the concerns raised by ****************:
  
  1. **Misunderstanding about the Quotation and Vehicle Inclusion:** We acknowledge that **************** did have a communication with ****. It appears there might have been a misunderstanding or miscommunication regarding the inclusion of the vehicle in the moving quote. We truly regret any confusion or inconvenience this may have caused.
  
  2. **Deposit and Cancellation Policy:** Our cancellation policy, along with other terms and conditions, is outlined clearly in our Binding Moving Estimate Agreement. As per Section 8 of our terms and conditions, cancellation requests must be made within a 24-hour window. This policy is made available to all our clients when they are provided with their moving estimates. **************** was directed to this Binding Moving Estimate via email and provided with an opportunity to read and review the contract in detail, including the cancellation policy. The electronic signature process ensures clients have agreed to our terms and conditions. 
  
  3. **Desired Settlement & Billing Adjustment:** We understand that **************** requested a billing adjustment. Upon our review, the payment provided for the deposit was returned with an error of "unable to locate account." Such errors typically indicate that there may have been an issue with the account details provided. Hence, a billing adjustment may not be necessary. We regret to inform that since the cancellation request was submitted outside of the 24-hour window, the file has been transferred to collections in line with our stated policies.
  
  Thank you for your understanding and patience in this matter. We look forward to your response.
  
  Warm regards,
  
  ******* ***

• Initial Complaint

  Date:09/23/2023

  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 9/8/23 I was seeking a moving company for my move from ********** to ****. While talking with the representative from extra space moving and storage (esms) I told them I would be moving a motorcycle and 1 bedroom worth of boxes, estimated to be between ****. They then gave me a quote for 2460$ for the move, with 1315$ up front as a down payment to secure that price. They had me E sign the paperwork for the purchase and said theyd be in touch.The time leading up to the move I had a difficult time reaching my mover. They wouldnt respond to my texts and ignored my questions. The day before the move the individual who was actually going to be doing the move contacted me. After I showed them photos of my items they said they were going to have to charge me an extra 1220$ for my bike. This didnt make any sense as the quote I got was for my stuff and the motorcycle. They claimed that it was an additional cost for a bull item, however they knew I was moving it when they gave me the quote for the total price.I reached out to their customer support team and all they said was, you signed a contract saying you were okay with it. But at no point did the individual who I was talking to on the phone to schedule the move mention there could be additional costs. If they had, I wouldve given them the down payment to secure my rate.

  Business Response

  Date: 10/09/2023

  Dear ******************,
  
  Thank you for bringing this matter to our attention. I`m sorry to hear that you`re frustrated with the situation regarding the additional charges for your motorcycle. I understand how this could be upsetting, especially since you believe you clearly specified what items you were moving from the start.
  
  To clarify, the initial quote provided did not include crating charges for the transportation of your motorcycle, as that is typically considered a separate service for liability purposes. It appears there was a misunderstanding regarding this aspect.
  
  I assure you, we take your feedback seriously. The file has been marked as a `Refusal of Service` because you chose not to proceed with the move when the carrier arrived. Therefore, we cannot offer financial compensation or take accountability for this specific situation.
  
  Once again, I apologize for the inconvenience this has caused you, and thank you for giving us the opportunity to address it.
  
  Sincerely,

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

• Initial Complaint

  Date:09/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled for a move from ******* to VA on 8/10. I had an agreement with Extra space moving to move my stuff for $1691. The estimate was given to me based on my furniture and number of boxes. They said that the min space would be for 60 boxes and all the furniture mentioned on the contract. However, we only had about 12 boxes of stuff apart from a few pieces of furniture-bed with head and foot boards, mattress, chest of drawers and office chair. On the day of our move, To our dismay, the movers demanded that we pay almost twice the estimated amount on the contract. We called customer service but they were of no help. We called to speak to the manager, he was extremely rude to us. The movers were rude as well. We explained to them that we were only moving one small room and we were allowed 60 boxes, but we only had about 12. They kept yelling at us and telling us that our stuff had taken up twice the estimated space. We were so upset because that was clearly not the truth. We refused to sign the invoice and did not make any payment. The movers just took our stuff and left without our permission. Now they are holding our stuff hostage until we pay the inflated amount they are charging. We called several times to resolve this issue, but so far have not received any help. Also sent them emails explaining the situation, but still no revised invoice has been sent. We need our stuff and this injustice is just not acceptable. Please help!

  Business Response

  Date: 09/06/2023

  Dear ********************,
  
  We sincerely apologize for the inconvenience and stress you've experienced during your recent move. We understand how disappointing it is when things don't go as expected. As your broker, Extra Space Moving is committed to facilitating a smooth moving process by connecting customers like yourself with reliable motor carriers. 
  
  After thoroughly reviewing your case with the motor carrier, ***************** we found that the increase in cost was due to items that were moved but were not originally included in the contract, resulting in increased space usage on the truck. It's important to clarify that our role as a broker is not to have direct control over the services rendered, but we do advocate on your behalf for fair and honest service.
  
  In light of this, we have successfully advocated for a resolution on your behalf. Handle ********* has kindly agreed to make a billing adjustment of $313.58 to help alleviate the cost difference you have faced. We have also expedited the process for Handle ********* to send you the revised invoice as soon as possible.
  
  We value your business and strive to ensure our customers have a fair and transparent experience. Should you have any more questions or need further clarifications, please don't hesitate to reach out to us.
  
  Best Regards,
  ******* ***

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20561670
  
  I am rejecting this response because:

  The contract was for 60 boxes and  other furniture items We only used ***** boxes. They still had space for about 48 boxes which we didnt use. The office chair which they are saying is the extra item-this was also part of the agreement as we added it during the quality control call which was on Aug 6 at **** pm. We have evidence of this. The head and foot board they said was extra was also mentioned at the time of the contract and the customer service rep said it was included as part of the bed. Again, no matter how you look at this, we are way under the 60 boxes limit that was allowed to us. I repeat we had only about ***** boxes. The office chair and head and foot board can very well fit in that space. The company is trying to charge me $1000 extra over and above the amount specified on the contract. This is not justified at all. I will bide by the contract and I should not have to pay a cent more than what is on the contract. I will also pay for the long carry and the 6 extra steps as well which are on the contract. All I am asking is for the company to comply with the agreement. The furniture we moved was from one small 10x10 room. Just one bed room. It wasnt for an entire apartment. It was far less than the minimum that was allowed to us. Anyone can see that. Please note we did not sign any invoice and we didnt give them permission to take our stuff away, as we didnt agree with their demands for payment. They just took our stuff away and now are holding it hostage, and demanding twice of what was originally estimated. Also, please note that the contract allowed for **** lbs weight and we barely had about 500 pounds. This is also proof that we had very few items to move. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/06/2023

  Dear *****************************,
  
  Thank you for your detailed response and for elaborating on your concerns. We appreciate the time you've taken to outline the specifics, including the number of boxes and the furniture items.
  
  We understand that you strongly believe that all your moved items were within the scope of the contract. Given the points you've made about the quantity of boxes, office chair, and other furniture items, we will re-submit your case to the carrier for further review. We'll particularly emphasize the evidence you mentioned regarding the quality control call dated Aug 6 at **** pm, and the weight limit terms of your contract.
  
  However, as detailed in Section 4 of our terms and conditions, Extra Space Moving and Storage operates solely as a moving broker and is not liable for the actions or decisions made by the carrier. We can advocate on your behalf, but ultimately any discrepancies in billing or service delivery are a matter between you and the carrier.
  
  Once we receive an update or decision from the carrier, we will inform you immediately. If no agreement on billing adjustment is reached, this matter will remain a civil issue between you and the carrier.
  
  We understand how important this matter is to you, and we will continue to do what we can to help reach a resolution.
  
  Thank you for your understanding.
  
  Best regards,
  
  *********************
  Extra Space Moving and Storage

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20561670
  
  I am rejecting this response because: I still havent received an updated invoice. Its been nearly a month, and my furniture is still being held hostage. As explained in my previous email, we need a fair resolution, which is the price on the original contract signed by me. Again, long carry and extra stairs are fair as well. But, you cannot submit an inflated invoice and expect me to pay for it just because you are holding my stuff against my permission, as we had not signed on any invoice at the time you took our stuff away. 

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

• Initial Complaint

  Date:08/29/2023

  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.

  I was contacted by this company about a move my husband and I were making from ** to SC. Firstly i asked him if this would be a dedicated load. I was told that it would be. Then I asked many times about the pickup and delivery date. I was told it would be picked up on the 26th or 27th and driven straight down to be delivered on the 28th. Every time I talked to someone I was assured my stuff would be delivered on the 28th of June. First quote was $4100, which was a lot better than any other quotes we had gotten, so we agreed. Then a couple weeks before the move they called to do an updated estimate. And it jumped to $5950. I emailed ******* back and told him we needed to do something to get it back down closer to the original quote. Another man called me the next day and basically told me that he couldn't change the estimate, but that anything not on the manifest, we wouldn't get charged for. So we proceed to get rid of some of our furniture.Moving day comes and the movers say to us that the price will never be lower than the estimate, no matter how much we didn't have, but it could go up. And it did. Up to $7232. But we were stuck and they knew it. We had to be out of the ** house and the truck was already loaded.Remember June 28th? When it was to be delivered? Didn't show up until July 16th! We had nothing but a few changes of clothes with us because we were told repeatedly that it would be there. Dedicated load? Nope. Showed up in a Penske truck, and had to move someone else's stuff off first onto the lawn to get to ours. Don't lie to people. Literally one of the first questions I asked, because if he had told me it wasn't I wouldn't have even bothered with the estimate.Damages- floors scratched, antique dresser broken, dvd shelf broken, sound bar missing, table scratched, downspout broken. Filed a claim with their claims department with everything they asked for. Got an email today stating that they were offering me $16.80 for the damages.

  Business Response

  Date: 08/29/2023

  To whom it may concern at the Better Business Bureau,
  
  We are writing in response to the complaint filed under our company's name by ***************************. We have diligently searched our system, and we do not have any record of ****************, nor do we have a file associated with the contact details provided in the complaint. Therefore, it appears there is a misunderstanding or a miscommunication, and we are not the company that should be addressed regarding this complaint.
  
  We are a moving broker that connects customers with motor carriers to facilitate moves. Our responsibility is to ensure that the motor carrier provides the services as agreed. However, we cannot find any record that would suggest **************** is or was a customer of ours.
  
  Given that we have no relationship with ****************, we kindly request that this complaint be removed from our record. We are committed to the integrity of our business and services, and an erroneous complaint such as this affects not just our BBB rating, but also our reputation with current and future customers.
  
  We take all complaints seriously and act responsibly to resolve issues; however, it is not appropriate for us to be held accountable for a situation we have no record or involvement in. Therefore, we ask that this complaint be re-evaluated and removed from our profile.
  
  Thank you for your attention to this matter, and we are available for any further clarifications needed.
  
  Best regards,
  Extra Space Moving and Storage

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20537470
  
  I am rejecting this response because:

  Attached is a screenshot of the second estimate that I received from your company. If that isn't your company, please let me know who I need to file the complaint on. 

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

  Business Response

  Date: 08/30/2023

  
  Dear ***************************,
  
  I have received your complaint  concerning your recent move from ******** to **************. I want to express my genuine concern for the inconvenience and stress you have faced. I assure you that we are thoroughly reviewing the details youve provided.
  
  I see that you filed a claim with the carriers claims department and were offered $16.80 in compensation for the damages incurred during the move. As outlined in Section 4 of our agreement, all claims for property damage must be pursued with the carrier. While we do not have authority over the carrier's claims process, we will continue to advocate on your behalf to help ensure a satisfactory resolution.
  
  After examining the terms outlined in the moving services agreement you have with Extra Space Moving and Storage, specifically sections 4, 9, and 14, I must inform you that the circumstances of your situation fall under the limitations outlined therein:
  
  - Section 4 specifies that we are engaged as a moving coordinator/shipper agent/broker, not a carrier. Accordingly, we are not liable for the carriers actions or omissions.
    
  - As per Section 9, your initial cost estimate was a "Binding To Not Exceed" price based on the list of items you provided for the move. Additional items or services resulted in a change in cost according to the governing tariff rates.
    
  - Lastly, Section 14 underlines that all pickup, load, and delivery dates are only estimates, and we are not responsible for unavoidable delays or any damages that *** occur due to such delays.
  
  While we regret the inconveniences youve faced, based on these contract terms, we are unable to issue the refund you have requested. However, we will remain committed to advocating on your behalf with the carrier to address your concerns.
  
  Thank you for allowing me this opportunity to clarify these matters. Should you have any further questions, please do not hesitate to reach out.
  
  Sincerely,
  
  
  Extra Space Moving and Storage
  
  ---
  
  

  Customer Answer

  Date: 08/30/2023

   
  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:08/26/2023

  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.

  I scheduled a move with this company for 8/12-8/13 by the evening of 8/13 no mover showed up, we scrambled to find new movers as we had to be out the following day. By 9pm, we heard from a mover who stated he had just received our bid for the move and he could be at our house the next day by 10. We canceled the other movers and went with Extra Space Moving and Storage as we had already paid them $1315.00 for a deposit and we wouldn't get that back, even though THEY were in breach of contract. (I am aware of the discrepancy in the contract that protects the business but an honest company shows up when they say they will, especially a moving company, with customers who are on deadlines to be out of their homes). In addition to no movers showing up, there were no customer service employees available to talk to in regards to where our movers were. There was a phone number I could call, but no one answered. There was a text number but was told that was only for emergencies with the movers on sight. So, no answers from anyone. Fast forward to today, 8/26 we still.have no idea where our belongings are. We have tried numerous times to contact someone for info about our personal affects and no has any answers for us. When I was speaking with the woman who signed me up for services, she says it would take no longer than a week for our stuff to be delivered. It's been 10 days with no word. We moved across multiple states with minimal things as we believed the movers that our stuff would be here in a timely manner. Now, we have had to go buy new things. A family if 4, with animals, and none of our stuff. Sleeping on hardwood floors. I am also very confused as to how this move is going to cost us under $3000? Especially since the broker company took the first $1315 and kept.it for themselves. Now we are responsible for the last of the payment, which I feel pretty positive it is NOT going to be what I was originally quoted. I'm also extremely upset to learn from the movers that our stuff will be moved multiple times from one truck to a storage box then from the storage box to a moving truck. My hope is that all of my stuff will be OK and not broken after being moved multiple times. This business needs to have a serious investigation into their customer satisfaction and honesty. Just because you put it in your contract to protect your business does NOT make it ok to do this to your paying customers. First payment was with a check, which I found was because I couldn't cancel it and they would still get their money, $1315 Second payment was through Zelle for $748 Then we owe more once the movers show up with our stuff. Whenever this will be. Job # E5794819

  Business Response

  Date: 08/28/2023

  Dear *****************************,
  
  We appreciate you taking the time to share your concerns with us, and we understand that this has been a highly stressful and challenging experience for you and your family. Id like to extend my sincerest apologies for the delay and inconvenience youve experienced.
  
  Addressing your first concern about the delay in pickup, according to our terms and conditions under section 14, all pickup, load, and delivery dates are only estimates. We strive to meet these estimates to the best of our ability. However, unforeseen circumstances such as weather, road construction, or mechanical failures can lead to delays. On behalf of the motor carrier, we sincerely regret that these delays occurred during your move.
  
  Regarding the issue of customer service availability, I understand how distressing it can be to not have immediate answers or someone to communicate with in a time-sensitive situation. While its the motor carrier that carries out the move, as your moving coordinator, we're committed to advocating on your behalf for any discrepancies to be resolved. We will investigate this matter thoroughly and provide you with updates.
  
  On the matter of your belongings and their current whereabouts, we understand how critical it is for you to receive your items as promptly as possible. While we cannot take responsibility for the acts or omissions of the carrier or its employees as stated in section 4 of our terms, we can assure you that we will work diligently to assist in resolving any claim or delay issues with the carrier on your behalf.
  
  Concerning your billing concerns, the terms under section 9 specify that any changes in services, weight, or dimensions can affect the total cost. Management has reviewed your case, and based on the details provided, we will not be able to offer a billing adjustment. It's important to note that your deposit is a part of the overall cost of your move, which is carried out by the motor carrier whose charges are determined by its published tariff.
  
  Finally, the multiple transfers of your belongings between trucks and storage boxes are typically standard procedures followed by many moving companies for logistical reasons. We understand your worry about the condition of your belongings. Rest assured, we will advocate for you with the carrier to ensure that your items are handled with the utmost care.
  
  Once again, we regret the inconveniences you have faced. While we can't change what has happened, we're committed to doing what we can to help make things right moving forward. 
  
  Sincerely,
  Extra Space Moving and Storage **************** Team

• Initial Complaint

  Date:08/17/2023

  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.

  During my phone call today to go over the items that will be picked up the individual that contacted me was very intimidating. He was very judgmental. I felt that I was attacked verbally through the phone conversation with the representative today. I felt threatened to sign a contract. I was told that no one could help me. I was told that I could not speak to another representative. I was told that he was the manager, and that there will be no one else to speak with and so as a woman I took all of the criticism I took all of the unpleasant words that were directed towards me And I do have a disability, and I felt as though my civil rights were violated as a disabled American, and this situation is out of my hands. The representative said mean derogatory statements towards my items I already feel like something is going to happen to my items I feel like this was a scam. I do understand miscommunication, however, intimidation and disrespect. No one should be treated the way that I was treated on the phone today no one should be spoken to the way that I was spoken to the tone the context, the threatening the intimidation.

  Business Response

  Date: 08/18/2023

  Dear ******,
  
  We sincerely apologize for the negative experience you encountered during your recent phone call. It is truly unfortunate that you felt uncomfortable and disrespected during the conversation. Our aim is to provide exceptional service, and it's clear that we fell short in this instance.
  
  We take your concerns seriously and assure you that this matter will be thoroughly reviewed. Our management team will be reaching out to you directly to address your concerns and gather more information about the situation. Your satisfaction is important to us, and we want to ensure that your moving experience is as smooth and stress-free as possible.
  
  Please expect a call from a member of our management team shortly. They are committed to understanding your perspective, addressing your concerns, and working towards a resolution that meets your expectations.
  
  Once again, we apologize for any distress this situation has caused you. Thank you for bringing this matter to our attention, and we look forward to the opportunity to make things right.
  
  Best regards,
  *********************

  Customer Answer

  Date: 08/22/2023

  Hello, and thank you. I did receive a response from extra space moving and storage upon the response. ***** reached out to me. She did apologize on behalf of the company for the experience that I had with the customer service representative. She did say to me that the customer service representative will have to go through another training on how to properly deal with phone calls, however the damage has already been done and I would not recommend this company to anyone now that I am finished with the brokerage company extra space moving in storage I have utilize their services. They brokerage the company to come here to move me once again, extra space, moving and storage I will never use their brokerage company again , they lied they use slander against me and when I didnt agree to purchase more space, they threaten me to take my money. The complaint was handled, but company did reach out to me. No, I am not satisfied with what ***** stated to me that will happen. I understand that you will go over company policies with your customer service representative , however in this case, the slander the threatening the intimidating me personally, I wouldnt want this individual to work for my small business company me speaking out sometimes all money isnt good money if I have a client and theyre steady, asking me that they dont telling me that they dont want to deal with my business. Im gonna give them a refund. Im also going to give them a gift card , I pray that this company dissolves itself they are not a good company. They are a company who practices bad business.