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:12/17/2023

  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.

  Dear BBB,Thank you. I commenced a storage space rental agreement with Extra Space Storage in September of 2023. As part of my agreement I was informed that my monthly rate for one year would be at a special rate of $53 dollars per month or to be safe under $60 per month. I paid the quoted amount for two going on three months. December 18, 2023 will be my fourth month renting. I was offered the above rate for 1-year. However, I received a letter/notice that my storage rent will increase to $103. The latter is almost double the originally quoted price. My complaint is I was never provided the option of paying for my unit in full in order to receive that rate or I would have. My complaint: The offer to draw Customers to rent storage space is not being upheld by Extra Space Storage. I am requesting an investigation of the business practices at his location as this increase appears to an attempt to ignore original agreements and to jack the lower offer prices to the higher normal prices for units. Best.*****************************

  Business Response

  Date: 12/21/2023

  Extra Space Storage would like to thank ****************** for reaching out. We understand the frustration and hope to clarify. Rental agreements with Extra Space are strictly month-to-month, therefore, rates are not guaranteed for any specified amount of time. Extra Space does review rates periodically which are based on the current market value for that specific sized unit.

  Pursuant to section 4 of the lease agreement that ****************** signed, "Customers Rental Terms May Change with 30 Days' Notice. Customer acknowledges this Lease is month to month and that Owner may change or increase Customers Monthly Rental Charge, fees and charges, due to changes in market conditions or for any other reason at any time upon 30 days notice to Customer. Owner may send notice to Customers email address or by any other method of notice described in Section 32 below. By continuing to use the Space after a rate change, Customer agrees to the Rental Agreement as changed and that all of its other terms remain in effect."

  Section 42 on the lease also states As part of your agreement to rent, you may have received an initial rental discount. Your monthly rental charge is $56.00 as compared to the suggested rental rate of $103.00 for your storage unit. 

  Section 39 of the lease also states "This Agreement contains the entire agreement of the parties and no representation or agreements, oral, or otherwise, between Operator and
  Customer not embodied herein shall be of any force or effect (except for written addenda agreed to between the parties)."

  For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore cannot guarantee rates will not be reviewed based on market changes. For any rate negotiations we advise ****************** to contact the rental office at ************** or customer service at 1-888-STORAGE to be put in contact with a member of the District Team. Negotiations may only be made through one of these two options, thank you.