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:08/11/2023

  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.

  We were given an estimate in the beginning of the cost which then went up almost $5000. Our things were supposed to be delivered on 07.29.2023 and its 08.11.2023 and we still dont have our things. We had to go out and spend money on things we already have to get by. I get nowhere when I try to contact them. They keep saying that they have so much time to get us our things. When our things were picked up they were at our house until midnight because they were 10 hours late getting there. We have a baby and 3 dogs and have been living in an empty house since 07.28.2023. We scheduled the move in **** and was assured that we would get our things timely.

  Business Response

  Date: 08/11/2023

  Dear ***************************,
  
  We apologize for any inconvenience you have experienced during your moving process. We understand the frustration you must be feeling due to the delay in the delivery of your belongings and the unexpected increase in the cost of your move. We genuinely appreciate your patience and the opportunity to address your concerns.
  
  We have reviewed your case in detail and have taken note of the discrepancies between the estimated cost initially provided and the final cost, as well as the extended delay in delivering your belongings. We understand that this situation has caused you financial stress and inconvenience.
  
  We are committed to resolving this matter to your satisfaction. We will be requesting the delivery status and the Bill of Lading from the carrier to assess the situation thoroughly. If we identify any discrepancies, we will promptly communicate with the carrier to ensure proper adjustments are made to the balance due. Our goal is to ensure that you receive the service you were promised and that any issues are appropriately addressed.
  
  Please rest assured that we are advocating for a swift resolution to this situation. We value your business and your feedback, and we want to assure you that we take your concerns seriously.
  
  Thank you for bringing this matter to our attention. We understand the importance of a smooth and timely moving experience, and we are committed to resolving this matter in a fair and satisfactory manner.
  
  If you have any additional information or concerns, please don't hesitate to reach out to us. We appreciate your understanding and cooperation.
  
  Best regards,
  
  ******* ***

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20456713
  
  I am rejecting this response because:
  We just received a call stating it will be another 3-5 days for delivery. I should get a refund for all the stress and financial burden this has caused my family. I havent had any cooperation when speaking with the representatives for your company. My things were picked up 07.25.2023 it is now 08.14.2023 with no delivery! This was a scam from the beginning!
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/14/2023

  Dear ***************************,
  
  I understand your frustration and the inconvenience this situation has caused for you and your family. I'm sorry to hear about the extended delay in the delivery of your belongings. I can imagine how stressful this must be for you.
  
  I'd like to sincerely apologize for any difficulties you've encountered when speaking with our representatives. Our goal is to provide excellent service and support to our customers, and it appears that there might have been some miscommunication or misunderstanding in your case.
  
  Please note that as per Section 14 of our terms and conditions, all pickup, load, and delivery dates are estimates, and unavoidable delays can occur. While we do our best to facilitate a smooth moving process, we want to clarify that Extra Space Moving and Storage does not take direct responsibility for any loss, damages, or delays incurred during the transportation of your belongings. However, we are committed to advocating on your behalf to address any discrepancies with the carrier.
  
  I completely understand your concerns about the stress and financial burden this delay has caused, and I empathize with your situation. We are dedicated to reviewing and investigating the matter further to ensure that the issue is resolved in the best possible manner. While we cannot offer financial compensation, please know that we will do everything in our power to address the delay and communicate with the carrier to expedite the delivery process.
  
  Thank you for bringing this to our attention, ********. We genuinely value your feedback and your trust in us, and we will work diligently to rectify the situation as soon as possible.
  
  If you have any additional information or questions, please feel free to share them with us. We are here to assist you throughout this process.
  
  Sincerely,
  
  *********************

  Extra Space Moving and Storage

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20456713
  
  I am rejecting this response because:
  There still has been nothing done to resolve the issues caused by the actions of your company at this point. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/04/2023

  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 signed up in May 2023 for a long distance move for August 2023. I talked to rep *** and relayed all items in my one bedroom apartment, which isnt much furniture, mostly boxes, about 30. When I recvd their pre-truck arrival call to go over the items being shipped, *** wrongly put down 30 SMALL boxes, did not include my box spring, mislabeled my ottoman as a SMALL ottoman among a few other adjustments. In my original conversation with *** I know what I told him, it was a lengthy conversation. So now Im hearing a $1400 increase in my original quote of approximately $2200. My containers are 24x16x13, I dont think these are to be considered large, but they dont ask size.During this new conversation, I argued these points only to be met with we can go back to the original quote but if you have more it wont fit in the truck and youll have to leave it behindnice manipulative move. So I had to pay the additional down payment and sign a new contract to make sure my move in 7 days is going to go thruthey already have $1000 of my money and per their original contract I cant even get THAT back even tho they lied, didnt include items I told them about, and set the incorrect parameters for moving boxes.FYI, they like to throw that contract in your face, btw, but theyre very nice and helpful on the phone. The call from the movers approx 2 days prior to my move to let me know when they will be here was not helpful, when I asked for an ETA at my destination they said they dont know. Not even a guess SMH. So here I am, a 60 year old single woman, on a fixed income, it took me MONTHS to save for this move and now they have almost all the money I had saved for this move and my stuff. Im sick to my stomach. And if they read this and return the favor by harming my stuff in the move, or by not moving my things this Saturday August 5, 2023, I will find a lawyer to get involved. So be forewarned if youre reading this, Extra Space. Its in writing and on the web.

  Business Response

  Date: 08/04/2023

  Dear *******************************,
  I want to begin by expressing my sincere apologies for the inconvenience and frustration you have experienced during the process of arranging your long-distance move. We take customer satisfaction seriously and understand the importance of providing accurate information and reliable service.
  Upon reviewing your case, I can understand your concern regarding the discrepancies between the original quote and the adjustments made during the ***************** appointment. 
  Our moving coordinators, well versed in the process of relocation, collect inventory based on standard items and assist our clients in organizing their items based on the information that is provided by the client. Our company provides a ***************** call 4-5 days before the move date to facilitate our clients relocation and finalize their inventory. We find that closer to the move date, some clients may have purchased something since the original inventory was taken that they would like to be included in the move or they may have decided to forego taking something that was initially on the inventory list. The ***************** Phone Appointment allows for these adjustments to be made for the space reservation to retain the booking rate before the truck arrives.
  Miscommunications can occur, and I am sorry for any inconvenience this has caused you.
  I want to assure you that your submission of this complaint will not hinder the service to be provided as promised, nor will it delay the delivery of your belongings. We are committed to honoring our contractual obligations and ensuring that your move proceeds as scheduled. Your file reflects the motor carrier has confirmed your pick up with you for August 3rd 2023.
  Regarding the price adjustment, we carefully reviewed your case, and while we are unable to offer a price adjustment, we do acknowledge our responsibility in ensuring clear communication with our customers. We are continually working on improving our processes to avoid similar situations in the future.
  Once again, I apologize for any stress this situation has caused you. We value your business and will do everything in our power to make your move a smooth and successful one. Thank you for bringing this matter to our attention, and we look forward to serving you
  Kindest Regards,
  *********************
  
  

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20421783
  
  I am rejecting this response because:
  You are not addressing my concerns.
  I did not purchase any items that would necessitate a price adjustment. If you read my complaint closely I state your representative DID NOT include items I clearly told him about and mislabeled box sizes as small without asking for exact dimensions (what is small anyway?). Also, the initial call from the movers was not helpful. They were unable to give me an ETA to my destination.
  Just the fact I was roped in with a bad estimate on the original order then had to have the order fixed because items were mislabeled or missing from the original order is my main complaint. I was completely thorough when speaking with the original representative. You should honor the original quote as YOUR contract states I should honor it. It is not my fault your representative was incompetent in their duties.

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

  Business Response

  Date: 08/07/2023

  
  Dear *******************************,
  We appreciate your feedback and understand your concerns regarding the moving estimate provided by our moving coordinator. We apologize for any inconvenience caused during this process. We have carefully reviewed your complaint and would like to address each point raised.
  Our moving coordinator calculated the estimate based on the information provided by you. However, it seems there may have been a miscommunication regarding the items to be moved and their specific dimensions. We understand the frustration caused by this, and we sincerely apologize for any confusion it may have caused.
  Our representative should have been more diligent in confirming with you  all the information provided during the initial assessment. We have taken this matter seriously and will be providing additional training to our team to prevent such issues in the future.
  Regarding the lack of an ETA provided by our movers, we apologize for the inconvenience caused. We understand that having clear timelines is crucial during the moving process, and we will address this with our moving team to ensure better communication in the future. We will also reach out to the motor carrier to ascertain your delivery status. Once the information is received we will provide it to you.
  As for the increase in cost due to adjustments made after the initial estimate, we want to clarify that our estimate is not binding and may be subject to change based on the actual inventory and circumstances of the move. 
  
  We value your business and want to make this right. Our team is committed to providing you with the best moving experience possible. We assure you that we will take extra care to ensure a smooth and stress-free move.
  Please feel free to reach out to us directly to discuss your specific moving needs and any further concerns you may have. We are here to assist you every step of the way.
  Sincerely,
  *********************
  
  

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20421783
  
  I am rejecting this response because:
  

  Be assured your moving company, Big Shoulders, has been nothing but great. The movers were careful and very helpful with my things. They showed up on time, have been in touch with me regularly, and I have a delivery date.
  As for your company, I made no further purchase after the initial call to your representative. You did not read my complaint thoroughly. I stated your representative did not include items I told him I had, assumed the size of my boxes, and wrote the incorrect size of other items. This is not a ME problem, this is a YOU problem, dont manipulate the situation. And s***** youll give him training on this is an afterthought, what Im stating above should be standard practice. This reeks of bait and switch. YOU made the mistake YOU should honor your initial contract.

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

• Initial Complaint

  Date:07/25/2023

  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.

  A 510 AREA CODE KEEPS HARASSING ME SAYING THEY ARE EXTRA SPACE MOVING AND STORAGE - LIKE 30 TIMES NOW -THEY ARE HARASSING ME AND AGENT TODAY SAID "NO I THINK I AM JUST GOING TO KEEP CALLING YOU. TALK TO YOU TOMORROW. ' WHEN I SAID I NEED THEM TO STOP HARASSING ME - CONSUMER AFFAIRS WEBSITE OR SOME SUCH THING LET LOOSE FLOOD GATES AND HAVE BEEN HOUNDED DESPITE MOVE BEING DONE

  Business Response

  Date: 07/26/2023

  
  Dear *******************************,
  
  I am writing to sincerely apologize for the harassment you've experienced from our company, Extra Space Moving and Storage. We deeply regret the inconvenience and distress this has caused you. Please know that this behavior is entirely unacceptable, and we are taking immediate steps to rectify the situation.
  
  I understand the frustration and annoyance you must have felt after receiving numerous calls from our representative with a 510 area code. This is certainly not the level of service we aim to provide to our valued customers. We actually do not have a representative within our system with a 510 area code.
  
  We will investigate the matter thoroughly and attempt to  identify if our agent is  responsible for this inappropriate conduct.
  
  In light of your unfortunate experience, we respect your decision to remove your contact information from our system and cease any further contact. You have the right to be free from harassment, and we fully understand your wish to discontinue communication with us.
  
  Effective immediately, we have removed your contact details from our database, and we will ensure that you are not contacted further by Extra Space Moving and Storage. Your request to cease communication has been duly noted, and we will ensure strict compliance with it.
  
  Again, we offer our sincere apologies for the distress caused, and we want to assure you that we are committed to improving our services and preventing such incidents from occurring in the future.
  
  If there is anything else we can do to rectify the situation or if you have any other concerns or queries, please feel free to reach out to us directly.
  
  Thank you for bringing this matter to our attention, and we hope you will consider giving us another chance to serve you in the future.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:07/01/2023

  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.

  I was contacted by Extra Space Moving and Storage in response to an online inquiry for a moving company to move from **************** to *****, *******. Extra Space quoted me approximately $2,000 for the move, saying they happened to have a driver in the area who was driving directly down to ******** the week I needed to move - the last week of June - meaning that I would get a great deal because they essentially needed to just fill the truck and charge me for the labor. Extra Space told me that they were operating as the moving company themselves. They also said that the deal would not last and that if I didnt book that day, I likely wouldnt be able to book in the month of June. I accepted their quote and paid a 50% deposit.When Extra Space called one week in advance of the move to confirm the contents of the move, they increased the quote by over 30%. I was told if I did not agree to the change, my move would be canceled with no refund.Extra Space did not confirm the date of the move until the day before the move. Extra Space sent a single mover. had to assist him with disassembling my own furniture, packing items, and moving items from my apartment to the truck. After 5 hours had passed, he told me that he needed to leave and did not have time to disassemble the remaining furniture. He then told me that I had to be charged an additional $600 for a long carry and for more space in the vehicle, even though my home was within 75 feet of the truck and we had not packed even half of my apartment contents as included in the Extra Space quote. After the mover left, I realized he had left behind several valuable paintings in the loading dock. I contacted Extra Space, who told me continually that they would revert with a solution, so I did not make other plans. After days, I realized that I was getting the run-around and had likely been defrauded. I am out several thousand dollars and a week of my time and maybe my belongings by dealing with Extra Space.

  Business Response

  Date: 07/12/2023

  Dear *****************************,
  Thank you for reaching out to us and sharing your concerns regarding your recent moving experience with Extra Space Moving and Storage. We sincerely apologize for any inconvenience, frustration, and financial loss you have experienced as a result of our service. We would like to address each of your concerns and provide clarification based on our Terms and Conditions.
  It is regrettable that the initial quote provided to you by our representative did not accurately reflect the final cost of your move. We understand that this sudden increase in price was unexpected and caused undue stress. We apologize for any miscommunication or misunderstanding that *** have occurred during the quoting process.
  According to our Terms and Conditions, the estimate provided is subject to change if additional items are added or if extra services are required. We apologize if this information was not clearly conveyed to you during the booking process. We understand that this sudden change in price can be frustrating, and we should have been more transparent in our communication.
  Regarding the delay in confirming the date of your move, we apologize for any inconvenience caused. Our aim is to provide timely and efficient service, and we regret any confusion or frustration caused by the delayed confirmation. We will take this feedback into account to improve our scheduling process in the future.
  We deeply regret that only one mover was assigned to your job, and that you had to assist with disassembling furniture, packing items, and moving them to the truck. This falls short of our service standards, and we apologize for the inconvenience and physical strain you experienced as a result. We will address this issue internally to ensure that our movers are adequately equipped to handle the tasks assigned to them.
  Regarding the additional charge for a "long carry" and more space in the vehicle, we understand your dissatisfaction. However, according to our Terms and Conditions, if the truck cannot park within 75 feet of the origin or destination, long carry charges *** apply. We apologize if this information was not clearly communicated to you beforehand. We will review our processes to ensure that customers are fully informed about potential additional charges.
  Leaving behind valuable paintings in the loading dock was a serious oversight on our part, and we sincerely apologize for this negligence. We understand the sentimental and monetary value of your belongings, and we deeply regret any distress caused. We will investigate this matter internally and take appropriate steps to prevent such incidents in the future.
  We understand your frustration with the communication delays and lack of a satisfactory solution. We apologize for any inconvenience caused by our failure to promptly address your concerns. Please be assured that we take this matter seriously, and we are committed to resolving it to your satisfaction. We kindly request that you provide us with your contact details and any supporting documentation, so that we can further investigate the issues you faced and work towards finding an appropriate solution.
  Please note that our Terms and Conditions outline the rights and obligations of both parties involved. We understand the importance of transparency and accountability, and we strive to uphold these principles in our operations. We encourage you to review the Terms and Conditions provided to ensure a comprehensive understanding of the agreement.
  Once again, we sincerely apologize for the negative experience you had with Extra Space Moving and Storage. We value your feedback and will use it to improve our services and prevent similar situations from occurring in the future. We appreciate your patience and understanding, and we are committed to resolving this matter to your satisfaction.
  Thank you for bringing these issues to our attention. We look forward to the opportunity to rectify the situation and regain your trust.
  Best regards,
  ******* ***

• Initial Complaint

  Date:06/08/2023

  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.

  On May 25th I called up Extra Space Moving and Storage around 6pm looking for a quote for a move in a month. I spoke to the representative (**) about our needs and he pressured me into buying from them after negotiating a discount he kept on insisting that I make a down payment and I would receive a discount for paying with a bank account with doing a post-dated. I confirmed with him multiple times that if we needed to cancel at any time he could cancel the transaction fair and square. He said this was the only way to hold the pricing. He had me sign a contract under my wifes name as we were using her bank account. A week later on June 1, 2023 I went to cancel the transaction since I found out we werent moving anymore. When I got ahold of a customer service representative, he said the contract told us we only had 24 hours to cancel after signing the contract for a refund, then he refused to cancel and give me a refund. However, the next sentence after also said if we dont cancel 5 days prior to the move we also wouldnt get a refund. So its my understanding that if we cancel before 5 days of the move (6/27/23) that we would get a refund. After discussing this with the customer service agent and requesting a stop payment and refund, I was told that they would be moving forward with the cancellation, but cited us for having a breach of contract. After further negotiations, I was told I was making a mistake, and was threatened by him that my bill would be sent to collections if we didnt pay with the postdated check dated to pull on June 2. I even received a denial-of-service email from the rep. ************************ They pulled the money from my account on the 5th of June. After reviewing the contract, I realized that Extra Space Moving and Storage had no intention to let me cancel and have a full refund to begin with. Now Im out $1,138 that I feel is owed back to me because they had no intention to assist me with my move and just wanted to take my money.

  Business Response

  Date: 06/08/2023

  Good afternoon ***************************,
  
  We appreciate the opportunity to get this issue resolved for you. The information you provided to support your grievance is very helpful as well.  Our records indicate that you initially booked our services on 05/27/2023 for a space reservation of **** cubic footage at $2.35 per CF and pick up window of 06/27/2023-06/28/2023. Your original  inventory list amassed 1 different item consisting of 344 individual pieces.The total cost of the relocation was $3768.18 which included a discount of $1600.00 that the agent was able to implement towards the cost of the move. On the day of booking you remitted a post dated  deposit not to be processed until 06/02/2023  to Extra Space Moving and Storage in the amount of $1138.52. 
   After painstakingly reviewing your file, I can confirm that you contacted **************** on 06/01/2023 and was advised of the proper procedure to submit and process a cancellation request. Per Section #8:
  8. SHOULD YOU ELECT TO CANCEL YOUR MOVE WITH EXTRA SPACE MOVING AND STORAGE, YOU MUST CALL OUR CUSTOMER RELATION DEPARTMENT ************** BETWEEN 10AM AND 6PM EST, MONDAY - SATURDAY, WITHIN 24 HOURS OF ELECTRONICALLY SIGNING THE ORIGINAL EXTRA SPACE MOVING AND STORAGE AGREEMENT. THIS (1) DAY GRACE ****** DOES NOT RESTART WHEN CONTRACTS ARE AMENDED AND RE-SIGNED. CANCELLATION REQUESTS RECEIVED WITHIN 24 HOURS OF SIGNING THE ORIGINAL AGREEMENT WITH EXTRA SPACE MOVING AND STORAGE WILL RECEIVE A FULL REFUND, LESS 15% FOR ADMINISTRATIVE FEES. CANCELLATION REQUESTS RECEIVED AFTER THE 24 HOUR GRACE ****** ARE NON-REFUNDABLE, HOWEVER; THE DEPOSIT MAY BE APPLIED TO A FUTURE MOVE WITH EXTRA SPACE MOVING AND STORAGE WITHIN 12 MONTHS (1 YEAR) FROM THE DATE OF THE ORIGINAL SIGNED AGREEMENT. NO MATTER HOW MUCH TIME HAS PASSED SINCE ORIGINALLY SIGNING THE EXTRA SPACE MOVING AND STORAGE AGREEMENT. SHOULD YOU ELECT TO CANCEL WITHIN (5) DAYS OF YOUR FIRST AVAILABLE PICKUP DATE, YOUR DEPOSIT IS NON-REFUNDABLE.
  On 06/01/2023, you did interact with our ***************************** and your file is duly noted about what transpired during that interaction.. On 06/01/2023 you were able to submit your cancellation request through the proper channels however the cancellation request was outside of the window provisioned in Section 8.  Keeping in mind your booking was placed on Saturday, 05/27/2023 08:00:23 PM (ET)), Section 8 would have allowed for a refundable cancellation request to be submitted until Sunday, 05/28/2023 08:00:23 PM (ET). Your cancellation request was submitted on 06/01/2023 which was outside of the cancellation period provisioned per Section 8. Additionally your estimate authorized us to process your payment on 06/02/2023 thus your payment was submitted on that date as signed and agreed to per your electronic signature. (Please see the attached estimate which includes your electronic signature).
  I understand your frustration with the issues, however we are adhering to the stipulations of our Cancellation Policy. I can not dispute these facts, booking date,  and the pick up window.  We offer you our apologies, nonetheless, Extra Space Moving and Storage makes all details, charges, fees, policies, and procedures clear in The Binding Moving Estimate. It is the client's responsibility to read and review the Contract to which they are signing and agreeing upon. I would like to inform you that even though your file is ineligible for a refund, we are happy to remove the Cancelation status from your file and place your move in a hold status. This will enable you to use your deposit toward a move in the future or transfer to a loved one that requires relocation services. If you would like to elect to place your file on a hold status we encourage you to contact our Customer Support Team or email *********************************************************** so we can facilitate the move on hold process on your behalf.
   Kindest regards,
  *********************
  
  

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20156105
  
  I am rejecting this response because: The orginal representative told me we could cancel the postdated check at anytime which was a lie. The orginal representative had me sign my wife's name digitally. I received a cancelation email from your company, but you still took my money. The money was orginally going to be coming from a relocation package from a new job, but that fell through.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/21/2023

  Good Morning ***************************,

   

  It's quite unfortunate your job opportunity did not come to fruition and we empathize with your plight. Once again we are more than happy to place your move in a hold status and as such you will be able to use the funds in the future for your next move. We regret to inform you however, that your file is not eligible for a refund as you submitted your cancellation request outside of the window provisioned for a refundable deposit. Per Section 8:

  8. SHOULD YOU ELECT TO CANCEL YOUR MOVE WITH EXTRA SPACE MOVING AND STORAGE, YOU MUST CALL OUR CUSTOMER RELATION DEPARTMENT ************** BETWEEN 10AM AND 6PM EST, MONDAY - SATURDAY, WITHIN 24 HOURS OF ELECTRONICALLY SIGNING THE ORIGINAL EXTRA SPACE MOVING AND STORAGE AGREEMENT. THIS (1) DAY GRACE ****** DOES NOT RESTART WHEN CONTRACTS ARE AMENDED AND RE-SIGNED. CANCELLATION REQUESTS RECEIVED WITHIN 24 HOURS OF SIGNING THE ORIGINAL AGREEMENT WITH EXTRA SPACE MOVING AND STORAGE WILL RECEIVE A FULL REFUND, LESS 15% FOR ADMINISTRATIVE FEES. CANCELLATION REQUESTS RECEIVED AFTER THE 24 HOUR GRACE ****** ARE NON-REFUNDABLE, HOWEVER; THE DEPOSIT MAY BE APPLIED TO A FUTURE MOVE WITH EXTRA SPACE MOVING AND STORAGE WITHIN 12 MONTHS (1 YEAR) FROM THE DATE OF THE ORIGINAL SIGNED AGREEMENT. NO MATTER HOW MUCH TIME HAS PASSED SINCE ORIGINALLY SIGNING THE EXTRA SPACE MOVING AND STORAGE AGREEMENT. SHOULD YOU ELECT TO CANCEL WITHIN (5) DAYS OF YOUR FIRST AVAILABLE PICKUP DATE, YOUR DEPOSIT IS NON-REFUNDABLE. 

   

  We encourage you to contact our **************** Team when you are ready to move forward, until then as a courtesy I will place your move on hold status and leave the option open for you. You may move forward with your move anytime before 05/27/2024. When you have dates in mind, simply contact us and we will place you back on the schedule to be moved. You also have the option to transfer your move to a friend or family member. We wish you all the best.

   

  Kindest Regards,,

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

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20156105
  
  I am rejecting this response because:

  After being misled by the original sales representative into signing the contract under my wifes name, I have no faith in your company, I wouldn't want to do business in the future. Your company confirmed the cancellation with the breach of contract warning. Then you still removed money from my account. Money taken from my account from being misled into signing a contract that the sales rep told me repeatedly that I could cancel anytime after I kept asking if I could.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/23/2023

  I would love to clarify on anything, but I'd need to know what specifically I'm clarifying on.

  Business Response

  Date: 06/23/2023

  Good Afternoon ***************************,

   

  We apologize you feel the sentiments you are expressing and respect your right to maintain that position. The fact still remains however that your placed an order for services that we intended and had no problem rendering. Your cancellation request was submitted outside of the cancellation policy provisioned thus your file is ineligible for a refund. Once again, when your ready to move in the future kindly contact us and we will schedule your move. You will be able to use the funds toward a move up to a year from your original booking date. We appreciate your business and have a wonderful day!

   

  Kindest regards,

   

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

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20156105
  
  I am rejecting this response because:

  No services were rendered, I was lied to to get to sign a contract.
  
  

  Business Response

  Date: 06/27/2023

  Good Afternoon,

   

  We apologize that you are not accepting our response, however we are adhering to the stipulations of our policies and you file is ineligible for a refund.

   

  Kindest regards,

   

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

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20156105
  
  I am rejecting this response because I was lied to by your sales rep, which you never seemed to care to address, I'm sure you keep audio records of him telling us we could cancel at any time with a postdated check, and the fact he told me to sign with my wifes name.
  
  Sincerely,
  
  ***************************