Complaints

This profile includes complaints for Extra Space Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Extra Space Management, Inc.

  2795 E Cottonwood Pkwy Ste 400 Cottonwood Heights, UT 84121-7033

  
• 

  Extra Space Storage

  1105 Mount Vernon Hwy NE Atlanta, GA 30328-4596

• 

  Extra Space Storage

  2376 Fairburn Rd Douglasville, GA 30135-1443

• 

  Extra Space Storage

  600 Virginia Ave NE Atlanta, GA 30306-5125

• 

  Extra Space Storage

  851 W Esplanade Ave San Jacinto, CA 92582-4543

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:08/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer at Extra Space Storage 2419 State Route 33, Neptune, NJ for approximately 3 years. I rent an exterior parking space to store a motorhome/ camper. My compliant is that Extra Space Storage routinely raises the rent bi annually. They take advantage of the consumer by luring/ enticing them to rent space at a modest rate and then once the consumer has exhausted themselves by moving everything into the facility they begin raising the agreed upon rate. They send a postcard that reads Rate Change Notice “Thank you for your continued business at Extra Space Storage! As a month to month provider, our rates are reviewed and adjusted depending on current market conditions”. My original negotiated price on or about 2022 was $185.00 a month. I have suffered through approximately 5 rate increases and after constant negotiations my current is $340.00 a month. They have now sent me a second notice for 2025 changing my monthly rate to $362.00 begining 9/1/2025. My dispute/ complaint is that their rate increases are criminal. They will never provide information based on their identified “current market conditions”. As most current landlords and property management companies they are basing their market conditions from AI generated information and rates. I know there are law suits currently challenging this method specifically in NJ for the purposes of establishing current market rates. Please let me emphasize I am literally renting a parking space in Neptune NJ which is a suburban area and not remotely close to being a city like NY, Hoboken, Jersey City etc. Companies should not be permitted to take advantage of consumers in this manner. People often move their entire possessions into these facilities which cost them money and then are held hostage to pay the rate increases every six months because they don’t have the energy or finances to load everything up and move to another storage facility.
  This must stop.

  

  Business Response

  Date: 08/06/2025

  Extra Space Storage would like to thank
  Mr. ******** for reaching out. We understand the frustration and hope to
  clarify. 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 Mr. ******** signed, "Customer’s Rental Terms May
  Change with 30 Days' Notice. Customer acknowledges this Lease is month
  to month and that Owner may change or increase Customer’s 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
  Customer’s 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"

  Proper notice is given of all
  adjustments. The most recent rate
  change notice was mailed on 7/27/25 notifying Mr. ******** that as of 9/1/25,
  the new rent rate would be $340, not including insurance selection at time of
  rental or state tax.
  

  Rental agreements with Extra Space are
  strictly month-to-month, therefore, rates are not guaranteed for any specified
  amount of time. 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 Mr. ******** to contact the rental office or customer service at ************* 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.

  Customer Answer

  Date: 08/06/2025

  
  
  Complaint: 23689064
  
  
  
  I am rejecting this response because:
  
  Extra Space is incorrect, the latest increase was in excess of $360.00 per month, which they won’t or can’t justify other than they can arbitrarily increase amounts when they want.  In my case as a customer for three years they have increased the rent every six months like clock work. Based upon their response they make it very clear the month to month lease agreement enables them to increase the rent whenever they want.  What they fail to inform the consumers about is that they actually raise the rent every six months regardless.  Their response clearly supports my concerns for future consumers, as the initial rate will definitely increase as time goes on.  Extra Space as company/ corporation does not value long term customers who pay on time and never miss a payment.  I respectfully request the Better Business Bureau to post this grievance to be made public, so future customers/ consumers can make an informed decision before entering into any lease agreement with Extra Space Storage.

  As of this response, I have terminated by lease agreement and will vacate the premises at the end of the month.

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

• Initial Complaint

  Date:07/28/2025

  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 07/18/2025, I went to my storage locker as I was moving all my items into my new house as we were waiting for our new house. As we were moving our items, we noticed a strange smell and small black/ brown pieces on our furniture which turned out to be rat droppings. A lot of our items were torn to pieces and or had rat **** and piss on them. Hundreds of dollars worth of items had to be thrown out due to the property’s negligence to notify customers that there was an infestation of rats in multiple lockers. I talked to the manager at the front about the situation but all he told me is that they can’t do anything about it because I didn’t have insurance. That is ridiculous, why would I have to have insurance to a place that claims that they are clean and sanitary? he did nothing to help us out and told us there is nothing he can do. We spent almost $200 a month just to have us throw away all our items due to the rat ****.

  

  Business Response

  Date: 07/29/2025

  Extra Space Storage would like to thank Ms. ******* for reaching out.  Unfortunately we have not been able to locate
  a current account which matches the contact details provided in this complaint.
  Would Ms. ******* please confirm the full name and
  account number associated with the rental? We also need the exact address of
  the location where Ms. ******** belongings were being stored. Once we are given
  additional information we will respond accordingly. Thank you.  

• Initial Complaint

  Date:07/25/2025

  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 have been a customer with Extra Space Storage and have endured two price increases in the past two years and 4 months.
  During that time, I have changed my locks and gate codes but have endured numerous cases of theft and illegal, unauthorized entry to the unit. Only after numerous thefts, including from my residence, did Extra Space give me the actual tools to file a claim. A police report seems to be necessary to process the claim, nonetheless, Clifton Police Department refuses to acknowledge or even process the theft from my residence, let alone theft from a storage unit that had occurred in the past. The employees claim that there was no entry, nonetheless the gate frequently is left open and there is covert evidence of manipulation of the lock even though the unit is directly in front of the cameras. Waiting over a year to acknowledge theft and illegal entry of a unit that charges exorbitant fees during a time of severe mourning and distress is unprofessional and in violation of your terms and conditions as well as facilitating negligent,if not corrupt police officers and officials.

  

  Business Response

  Date: 07/28/2025

  Extra Space Storage would like
  to thank Ms. ******* for reaching out. We understand the frustration and hope to
  clarify.

  Extra Space does require customers to insure their
  property. The lease requires that tenants insure their belongings in case of
  circumstances beyond our control. It is the
  responsibility of the customer to contact the police department and file a
  police report, as well as their insurance company to file a claim. . There is no reason to believe any Extra Space staff
  members entered Ms. *******’s storage space and stole her items. 

  According to the lease: "Customer shall
  maintain comprehensive insurance coverage of at least 100% of the actual cash
  value of all personal property stored in the Space against damage by water,
  fire, extended coverage perils, vandalism and burglary. To the extent Customer does
  not maintain insurance for the full value of the personal property stored, or
  fails to maintain insurance at all, Customer bears all risk of loss or
  damage. Customer hereby releases Operator, Operator's Agents, Operator’s
  affiliates and the Facility’s owner, if different, from any and all claims for
  damage or loss to personal property that are caused by or result from perils
  that are, or would be, covered under the required insurance policy and hereby
  waives any and all rights of recovery against Operator, Operator's Agents,
  Operator’s affiliates and the Facility’s owner, if different, in connection
  with any damage which is or would be covered by any such insurance policy.
  CUSTOMER’S PERSONAL PROPERTY STORED IN THE SPACE OR AT THE FACILITY IS NOT
  INSURED BY OPERATOR AGAINST LOSS OR DAMAGE."
  

  As such, tenants are required
  to maintain insurance for the full value of items in their unit in case of any
  damage. While we are glad that Ms. ******* elected to insure their items, Extra
  Space does not handle insurance claims nor the compensation for insurance
  claims. Any compensation needs to be brought up with the insurance company and
  their claims adjustor.

  We would advise Ms. ******* to continue
  working with her claims adjustor towards compensation. Additionally, Ms. ******* can email ********************** for additional assistance with her claim’s
  questions. Ms. ******* can also go the website at www.cppclaims.com to file and view her claim.

  Ms. ******* is also welcomed to
  reach out to our customer service department at ************* to be put in
  contact with the District Manager if she wishes to discuss his account further
  Thank you.

  Customer Answer

  Date: 07/31/2025

  
  
  Complaint: 23655046
  
  
  
  I am rejecting this response because:

  There are obvious photos of manipulation of the lock and latch, as well as damage to the outside of the unit.

  Never once did I claim that employees were the perpetrators. 

  There should be insurance on the unit; nonetheless, I understand that the security cameras only hold 30 days of memory. I would like to know when the damage to the latch occurred, since the theft has occurred so many times in the past year.

  ******* did not call me this past Sunday, July 27,2025 as he had claimed. The unit is not ok, the outside has been clearly vandalized.
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:07/24/2025

  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 reserved a storage place unit one week in advance when the reservation system would allow reservation on july twenty ninth. At the time of the reservation taken it stated a price of two hundred and forty six or forty nine dollars a month. I received confirmation that my reservation was confirmed. However, today July 21st I was called by the store manager and he informed me that because it was a last unit.The reservation can only be held 3 days in advance.Not seven days in advance as the system has stated and confirmed. Because of the short time frame that the manager was stating and because it was the last unit available the store manager stated that I had to start rent in the unit two days earlier. Additionally, the store manager stated that the reservation system only holds the ********** doesn't hold a unit for you to rent.Therefore, the reservation system is actually meaningless.If the last unit that you're reserved on gets sold to someone else. This is this is deceptive and the reservation system does not state this when you're making the reservation. Therefore I am asking that I be credited or refunded 42 days around and my monthly contract starts on the twenty ninth and not as on the twenty seventh as the store manager insisted.

  

  Business Response

  Date: 07/25/2025

  Extra Space Storage would like to thank Mr. ***** for reaching out. We understand the frustration and hope to clarify.

  Upon review of the storage inquiry, a reservation was made for Mr. ***** on the last unit available. No payment was made or lease agreement completed at that time which would have locked in the price and unit for Mr. ****** We apologize if any miscommunication occurred at the time of Mr. Capres reservation.

  Available units are on a first-come, first-serve basis. The reservation confirmation email sent to Mr. ***** at the time of his reservation would have included language that stated  "Due to limited availability, this unit is available on a first come first serve basis." Therefore Mr. ***** was informed in writing of the limitations with his reservation.

  Reservation timeframes and promotions offered on units are subject to change according to market conditions and local availability of units with matching attributes so we are unable to help further with this issue. Mr. ***** is welcomed to reach out to the rental office or to our customer service department at ************************** for current promotions or to complete a rental.  Thank you

• Initial Complaint

  Date:07/23/2025

  Type:Facilities 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 Saturday July. ,2025 @ roughly 10 pm my storage unit was broken into. The police officer who was called out to the seen attempted to contact the manager on call several times leaving a voicemail at each number she called. 3 days later I was called into the office by the manager asking me what happened. He told me he just saw this black dust on Tuesday 7/ /2025 as he just finished his rounds. I was forced at that point to get the Clearwater Police Dept. on the line so he would stop calling me a liar. He onturn attempted to tell the officer that I was lieng and it just happened that day. She put him in his place
  Confirmed the date I said was correct & threatened to send an officer out if he didnt stop bullying me. He changed his tune. They hung up. And he still wouldn't let me in the gate. I called and officer out. He again locked me out that coming Friday so I was locked out all weekend and could not get my things I needed for work so I couldn't go to work. When I went in on Monday there was a temporary manager there who had no clue as to a reason I was locked out ALL weekend. There was nothing in the notes he told me. He said the gate was unlocked and I could go in. I want this person severely reprimanded or terminated so he leaves me alone. And I deserve an apology as well. Also I would like to be reimbursed for the 2 days of list wages due to his non sense. It was he who did not do his job. He told myself & the officer on the phone he walked around the units and the forensic dust was not there Sunday or Monday when obviously it was.

  

  Business Response

  Date: 07/24/2025

  Extra Space Storage
  would like to thank Ms. ******* for reaching out. We have notified the District Manager who will attempt to contact Ms. ******* to discuss this matter further
  regarding her break in and customer service issues at the location. Please allow 3-5 business days for full investigation and follow up. Thank you

• Initial Complaint

  Date:07/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 3 units there and 2 of the units I pulled out. One was not damaged but the 2 units were damaged, the numbers are 228, 319 were the ones damaged. There were rat droppings, etc.
  
  I would like to receive money for my property that was damaged.

  

  Business Response

  Date: 07/22/2025

  Extra Space Storage would like to thank Ms. ****** for reaching out. We understand the frustration and hope to clarify. Extra Space Storage does have pest management controls in place, and we do our best to control pests, however, this is also a combined effort of all tenants to adhere to best?practices that do not attract pests. 

  While we are glad that Ms. ****** elected to insure their items, Extra Space does not handle insurance claims nor compensation for insurance claims. Any compensation needs to be brought up with the insurance company and their claims adjustor. Extra?Space does not guarantee the safety of our facility, or the personal property stored by our customers. 

  Pursuant to the lease agreement that Ms. ****** signed,?"Customer shall maintain comprehensive insurance coverage of at least 100% of the actual cash value of all personal property stored in the Space against damage by water, fire, extended coverage perils, vandalism and burglary. To the extent Customer does not maintain insurance for the full value of the personal property stored, or fails to maintain insurance at all, Customer bears all risk of loss or damage. Customer hereby releases Operator, Operator's Agents, Operator’s affiliates and the Facility’s owner, if different, from any and all claims for damage or loss to personal property that are caused by or result from perils that are, or would be, covered under the required insurance policy and hereby waives any and all rights of recovery against Operator, Operator's Agents, Operator’s affiliates and the Facility’s owner, if different, in connection with any damage which is or would be covered by any such insurance policy. CUSTOMER’S PERSONAL PROPERTY STORED IN THE?SPACE OR AT THE FACILITY IS NOT INSURED BY OPERATOR AGAINST LOSS OR DAMAGE.”

  The lease also states "Operator is not a warehouseman engaged in the business of storing goods for hire, and no bailment is created by this agreement. Operator exercises neither care, custody, nor control over customer's stored property and all property stored within the space or at the facility by the customer shall be stored at the customer's sole risk." 

  Extra Space would like to acknowledge that the monthly rent rate does not include insurance, and they are two separate charges. Ms. ****** declared value of her property stored at $5,000 and elected the $5000 coverage at the time of rental. We would advise Ms. ****** to work with her claims adjustor towards compensation. Additionally, Ms. ****** can submit, view and manage her claim through the online portal at www.cppclaims.com,?she can reach ESIS directly through email at ********************** or call ESIS at ************.? Unfortunately, Extra Space does not handle insurance claims nor compensation for insurance claims or damages. Thank you. 

• Initial Complaint

  Date:07/22/2025

  Type:Billing 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.

  My bill (monthly payment) is due on the 9th of every month. $169.50
  5/7/25 I made the payment as I usually do via the website.
  The amount is listed as it is every month when I pay the amount due as it has been going over 2 years.
  On 6/8/25 I went online to pay my bill and the amount stated was $21.71 and I paid in full.
  I believe this to be a promotion as I have been a long tenant in the space.
  On 7/18/25 I went on line to pay may bill $169.50 plus the late fee.
  To my surprise my unit is in foreclosure and the amount due is about $520.00.
  I called right away to discuss this matter and was told a manager would call me back.
  If on 5/7/25 the full amount due is listed on the webs why then on 6/8 isn't the full amount listed.
  I told them this is an error and I would pay the June invoice minus the late fee and I would pay the July invoice with late fee but I am not open to paying the Extra $120. This is solely because I went to pay on time and made the payment THEY LISTED DUE on 6/8/25.
  Now I have to remove my items after I pay the 2 months due.
  This is extremely bad business as this is an error on their part.

  

  Business Response

  Date: 07/23/2025

  Extra Space Storage would
  like to thank Mr. ******** for reaching out. We understand the frustration and
  hope to clarify.
  

  Extra Space is properly following the self-storage statute for the state of NY to sell this unit, including
  sending notices to Mr. ********. We would like to acknowledge that the last
  payment made on Mr. ********'s unit was on 6/8/25 to pay for the lock charge that was due on his unit. Mr. ******** falsely assumed this lock charge was his rent payment, despite Extra Space not having any long term customer discounts. Rent became due again the following day on 6/9/25 and remains unpaid, therefore fees have accrued per the lease
  agreement.

  Pursuant to the lease
  agreement that Mr. ******** signed, "If Customer does not
  pay the Monthly Rental Charge by the 5th day following Customer's Paid Through
  Date,
  Customer shall pay a late fee of $20.00 or 20% of the Monthly
  Rental Charge, whichever is greater. Operator may charge a late fee for each
  month Customer fails to pay the Monthly Rental Charge by the 5th day following
  the Paid Through Date. Late Fees will be assessed on or after the 6th day
  following Customer's current Paid Through Date. Any late fees incurred by
  Customer are a service charge and not a penalty......If at the close of
  business on the 30th day following the Customer’s current Paid Through Date,
  the Monthly Rental Charge or other charges still remain past due, a
  pre-foreclosure fee of $120.00 will be assessed and Customer must pay such
  amount by cash, credit card, or by certified funds. No personal/company checks
  will be accepted for past-due payments. It is agreed to and understood that
  partial payments made to cure a default for nonpayment of rent will not delay
  or stop foreclosure and sale of Customer's property. The tender of partial
  payments, if accepted, shall not serve to waive or avoid the legal effect of
  prior notices given to Customer. Only full payment on Customer's account prior
  to the published auction date will stop a scheduled sale of the property."
  

  Phone calls were made to the
  phone number on file regarding Mr. ********'s
  account being past due. The Notice of Lien Letter was certified mailed to the
  address we have on file for Mr. ******** on 7/16/25. As such, Mr. ******** was legally notified of the
  auction scheduled for his unit. Customers must keep all phone numbers and addresses up to date in order to receive notices. Failure by Customer to notify Operator shall constitute a waiver by Customer of any defense based on failure to receive any notice. 

  According to the rental agreement:
  Customer
  shall notify Operator of any change in Customer's address or phone number
  within ten (10) days of the change. Such notifications shall be (a) by
  certified mail, return receipt requested, postage prepaid, (b) delivered in
  person at the Facility's rental office (c) sent from customer via e-mail so
  long as the change of address request originates from the e-mail address
  Operator has on file for Customer, including the e-mail address provided in
  this Agreement if applicable, or (d) made at www.extraspace.com via online
  account management. Failure by Customer to notify Operator shall constitute a
  waiver by Customer of any defense based on failure to receive any notice. 
  
  For the reasons mentioned above Extra Space has followed the policies laid out
  in our lease agreement as well as the state lien laws governing self-storage
  and therefore will not be able to stop the sale of the unit. We would advise
  Mr. ******** to contact the rental office or customer
  service at ************* to be put in contact with a member of the District
  Team to discuss payment options. Mr. ******** may be able to pay less than what
  is owed in exchange for an immediate vacate. Any Pay to Vacate negotiations
  must be done directly with the store team or customer service. Thank you.

• Initial Complaint

  Date:07/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was wrongfully accused of breaking the rules with no proper proof or explanation. It was just a barrage of accusations. I agreed to resolve the miscommunication due the misunderstanding but to no avail due to the hasty harassing approach from the manager.

  

  Business Response

  Date: 07/22/2025

  Extra Space Storage would like to thank Mr. ****** for
  reaching out. We understand the frustration and hope to clarify. 

  
  Section 12 of the lease states?"Customer
  shall not use the Space for any unlawful purpose and expressly agrees not to
  use the Space for human or animal habitation. Customer shall not store in the
  Space or at the Facility anything to which any other person or business has
  right, title, or interest. Customer represents and warrants that there are NO
  LIENS OTHER THAN OPERATOR'S LIEN UPON THE PROPERTY STORED. A Lienholders
  Addendum to this Agreement must be completed if there are any lienholders on
  any stored property and for each stored vehicle, absent which such vehicle will
  be deemed unauthorized and be subject to removal from the Space and Facility.
  The storage of food and any perishable goods is strictly prohibited. The use of
  electricity in the Space is strictly prohibited unless agreed upon in writing
  by Operator. IT IS SPECIFICALLY UNDERSTOOD AND AGREED THAT CUSTOMER SHALL NOT
  STORE OR USE IN THE SPACE OR AT THE FACILITY ANY HAZARDOUS OR TOXIC MATERIALS
  OR ANY INHERENTLY DANGEROUS OR FLAMMABLE SUBSTANCE. In the event that any food,
  hazardous substances, or toxic materials are found in the Space, Operator has
  the right to dispose of such items without any notice to Customer." 
  Also, according to the lease?"THE RULES AND REGULATIONS POSTED AT THE
  FACILITY, IF ANY, ARE BY REFERENCE MADE PART OF THIS AGREEMENT, which rules and
  regulations may be modified by Operator to assist with the operation, safety,
  and cleanliness of the Facility." 

  In review of Mr. ******'s account notes, Mr. ****** rented a
  unit back in January 2025 at the Monroe Dr NE location and was found in his unit
  past access hours and was also asked to remove the items that were in his unit
  causing a smell. In June, Mr. ****** rented a unit at the ******** *** ** location
  and in July, Mr. ****** was made aware that Extra Space will not be renewing
  the lease because he was found again in his unit past access hours. Since that
  initial issue, he has spent an inordinate amount of time at his unit.
  
  Pursuant to section 35 of the lease that Mr. ****** signed,?“If Customer is in default
  under this Agreement, or for any other reason in Operator’s sole discretion,
  Operator may terminate this Agreement by giving?Customer fifteen (15) days written notice.”?For the
  reasons mentioned above Extra Space has followed the policies laid out in our
  lease agreement and therefore has decided not to renew the lease with Mr.
  ******. 
  Thank you. 

  Customer Answer

  Date: 07/23/2025

  
  
  Complaint: 23635995
  
  
  
  I am rejecting this response because: I have clarified over and over that initially I signed and paid for 24 hour access. After further investigation; it was found that extra space wrongly accused me and was supposed to rectify the access in the system which never happened. Regarding, the plethora of issues; extra space wrongfully accused me via retaliation ,without proper proof,  after I had acknowledged and address several grievances that Extra space failed to fulfill. the first was their promise to de-escalate after realizing their  error when completing my reservation. 2nd; they didn’t keep proper records and Caused a ton of confusion that resulted to this current situation. At this point ; I had suffered a significant financial loss due to the malpractice of business ethics. If Extra Space ; isn’t willing to acknowledge their mistakes and errors and rectify this situation. I will be seeking litigation for damages due to the nature of the matter. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 07/23/2025

  Extra Space Storage would like to thank Mr. ****** for reaching out. Extra Space acted within the law in all respects regarding
  Mr. ****** and will provide any additional information the Better Business
  Bureau needs, however, Extra Space Storage stands by its responses to the
  Complaint and won’t be providing further responses unless further information
  is needed for the Better Business Bureau to evaluate. Extra Space is prepared to respond to any legal actions taken by Mr. ****** to defend our policies. Thank you.  

• Initial Complaint

  Date:07/21/2025

  Type:Facilities 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 continue to be billed for units I cannot physically move out of due to the injuries on June 19th. I explained to **** ******* that I had been a federal crime victim, Already exhausted and worn from the move, I found my unit 1024 vandalized where they had thrown my personal belongings at a rat (construction and cleaning materials thrown all over the unit with tools leaving weaponry marks on boxes. Boxes and boards pushed over and flooring boxes and ladders tossed all over, some being damaged. Huge heavy shelving doors pushed over onto a new washer/dryer as well as a mattress set. Sewing machine tossed on the back of my leather couch. Palette of flooring standing on ends instead of laying down. No notice anyone would be moving or touching my belongings. Only a letter to pick up a key. **** ******* was extrarodinarily defensive attacking me verbally while I was so upset over what I had left being damaged and I found out he was actually supervising that day. I filed a police report right away. I continue to get billed even though I can barely write or get dressed without severe pain. I also went to the doctor and hospital to document the damage to my leg and hands. I cannot even pick up a computer with one hand as I had to rescue my belongings from further standing damage which damaged my hands severely. I am a teacher and this will definitely have an impact on my performance. zero action from your company other than one month credit for one unit. **************************************************************************************** Severe physical and emotional stress along with damage to personal belongings. Imagine being a teacher and a federal crime victim moving to start over and gain safety. Then a company vandalizes everything you own. I am ccing the governor, AG along with other commerce institutions.

  

  Business Response

  Date: 07/22/2025

  Extra Space Storage would like to thank Ms. ****** for
  reaching out. We understand the frustration and hope to clarify.

  The Extra Space Storage location at Lawehana St, where Ms.
  ****** is renting, had a door replacement project back in May. On 6/19/25, Ms.
  ****** let the site know that there where damage to her items.  
  Per the lease agreement Ms. ****** signed, “Operator,
  Operator's Agents, Operator’s affiliates and the Facility’s owner or any other
  entity with whom Operator has entered into a management agreement for the
  Facility, if different, shall not be liable to Customer for any damage or loss
  to any person or property at the Facility and to any property stored in the
  Space, arising from any cause whatsoever, including, but not limited to, theft,
  fire, mysterious disappearance, mold, mildew, water, rain, rodents, insects,
  acts of God, partial or sole negligence or failure to act of Operator or
  Operator's Agents, except for damage or loss resulting from Operator's fraud,
  gross negligence or willful violation of law. Customer shall indemnify and hold
  Operator, Operator's Agents, Operator’s affiliates and the Facility’s owner or
  any other entity with whom Operator has entered into a management agreement for
  the Facility, if different, harmless from any and all damage, loss, or expense
  arising out of or in connection with any damage to any person or property,
  occurring in the Space or at the Facility arising in any way out of Customer's
  use of the Facility, even if such damage or loss is caused entirely or in part
  by the negligence of Operator, Operator's Agents, Operator’s affiliates or the
  Facility’s owner or any other entity with whom Operator has entered into a
  management agreement for the Facility, if different. Operator, Operator's
  agents, Operator’s affiliates and the Facility’s owner or any other entity with
  whom Operator has entered into a management agreement for the Facility, if
  different, shall not be liable whatsoever to any extent to Customer or
  Customer's invitees, family, employees, agents or servants for any personal
  injury or death arising from Customer's use of the Space or Facility from any
  cause whatsoever including, but not limited to, the active or passive acts,
  omissions or negligence of Operator or Operator's Agents. Customer shall be
  responsible to pay or reimburse Operator for any damage caused to the Space or
  Facility by Customer or Customer’s invitees, regardless of fault.” 

  We would like to acknowledge that the damage to her items
  was due to the project at the facility and both site managers spoke to Ms.
  ****** and gave her the forms on two separate occasions explaining what she
  needs to do so we can help her file a claim with the vendor. On 6/25/2025 the District
  Manage spoke to Ms. ****** and emailed her the form the vendor needs and gave further
  instructions as well as give Ms. ****** a credit for one month’s rent.  
  
  Pursuant to the lease Ms. ****** signed, “OPERATOR IS NOT A
  WAREHOUSEMAN ENGAGED IN THE BUSINESS OF STORING GOODS FOR HIRE, AND NO BAILMENT
  IS CREATED BY THIS AGREEMENT. OPERATOR EXERCISES NEITHER CARE, CUSTODY, NOR
  CONTROL OVER CUSTOMER'S STORED PROPERTY AND ALL PROPERTY STORED WITHIN THE
  SPACE OR AT THE FACILITY BY CUSTOMER SHALL BE STORED AT CUSTOMER'S SOLE RISK.” For the reasons mentioned above Extra Space has followed the
  policies laid out in our lease agreement. Thank you. 

• Initial Complaint

  Date:07/21/2025

  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.

  Facts of the Case
  
  I rented storage unit #5313 as a business account under a signed agreement 2021.
  
  On 7/15/25, I learned that my unit was auctioned without prior proper communication.
  
  No certified letter, phone call, or documented attempt to reach me was made, as required under New Jersey Self-Service Storage Facility Act (N.J.S.A. 2A:44-187 et seq.) and my rental agreement.
  
  Management acted with minimal effort to notify me before the auction.
  
  This appears to be discriminatory targeting, as my account was classified as “business use.”
  
  The property in my unit included business inventory, essential equipment, and confidential documents valued at approximately $6,000,000.
  
  I was locked out of the website portal which states that I had until 8/25/25, to make due payments current which was ample time and something I had done plenty of times in the past. I have been a customer since 2021 and for them to do this is really stressing me out.
  
  Resolution Requested
  
  1. Immediate disclosure of auction details including the full name, contact information, and agreement for the buyer of Unit #5313 to allow recovery of my property before it is permanently lost.
  
  
  2. A formal investigation into the facility’s compliance with New Jersey lien laws and consumer protection statutes.
  
  
  3. Restitution or compensation for the fair market value of my property if recovery is not possible.
  
  
  4. Enforcement actions if violations are confirmed.

  

  Business Response

  Date: 07/22/2025

  Extra Space Storage would like to thank Mr. ******* for
  reaching out. We understand the frustration and hope to clarify. Extra
  Space properly followed the self-storage statute for the state of NJ to sell
  this unit, including sending notices to Mr. *******. We would like to
  acknowledge that the last payment made on Ms. Mr. ******* 's unit was on 3/18/2025.
  Rent became due again on 4/2/2025 and remained unpaid, therefore fees accrued
  per the lease agreement. 
  
  Pursuant to the lease agreement that Mr. ******* signed, “If Customer does not
  pay the Monthly Rental Charge by the 5th day following Customer's Paid Through
  Date, Customer shall pay a late fee of $20.00 or 18% of the Monthly Rental
  Charge, whichever is greater. Operator may charge a late fee for each month Customer
  fails to pay the Monthly Rental Charge by the 5th day following the Paid
  Through Date. Late Fees will be assessed on or after the 6th day following
  Customer's current Paid Through Date. Any late fees incurred by Customer are a
  service charge and not a penalty. Partial payments will not be accepted,
  however, if a partial payment is accepted it will be at the sole discretion of
  Operator and if accepted will first be applied to fees and service charges,
  then to Monthly Rental Charges, taxes and insurance. If at the close of
  business on the 30th day following the Customer’s current Paid Through Date,
  the Monthly Rental Charge or other charges still remain past due, a
  pre-foreclosure fee of $120.00 will be assessed and Customer must pay such
  amount by cash, credit card, or by certified funds. No personal/company checks
  will be accepted for past-due payments. It is agreed to and understood that
  partial payments made to cure a default for nonpayment of rent will not delay
  or stop foreclosure and sale of Customer's property. The tender of partial
  payments, if accepted, shall not serve to waive or avoid the legal effect of
  prior notices given to Customer. Only full payment on Customer's account prior
  to the published auction date will stop a scheduled sale of the property.”
  
  Phone calls were made to the phone number on file regarding Mr. ******* 's
  account being past due. The Notice of Lien Letter was mailed to the mailing
  address we have on file for Mr. ******* on 5/9/2025. As such, Mr. ******* was
  legally notified of the auction scheduled for his unit. We would like to
  acknowledge that auctions at Extra Space Storage are held online and are open
  to the public. Once a unit is sold at an auction the contents belong to the
  auction buyer. It is up to the discretion of the buyer to see if the items are
  to be returned. 
  
  Also, per the lease, “CUSTOMER ACKNOWLEDGES AND AGREES THAT CUSTOMER'S PERSONAL
  PROPERTY STORED AT THE FACILITY WILL BE SUBJECT TO A CLAIM OF LIEN IN FAVOR OF
  OPERATOR FROM THE DATE THE MONTHLY RENTAL CHARGE AND OTHER CHARGES ARE DUE AND
  UNPAID, AND FOR EXPENSES REASONABLY INCURRED IN THE SALE OR DISPOSITION OF
  CUSTOMER'S STORED PERSONAL PROPERTY. OPERATOR MAY SELL CUSTOMER'S PERSONAL
  PROPERTY IN ACCORDANCE WITH THE SSFA AFTER PROVIDING CUSTOMER THE REQUIRED
  NOTICE, IN ORDER TO SATISFY SUCH LIEN. CUSTOMER AGREES THAT ANY SPACE ADVERTISED
  AND SOLD USING AN ONLINE AUCTION PROVIDER IS DEEMED TO BE SOLD IN A
  COMMERCIALLY REASONABLE MANNER. Operator may enforce Operator's Lien by selling
  Customer's stored personal property at public sale, in accordance with the
  provisions of the SSFA, and apply the net proceeds from such sale to the
  payment of all sums due to Operator. This remedy is cumulative with and in
  addition to every other remedy given hereunder or hereafter existing at law or
  in equity. It is further understood that the date of sale of Customer’s
  property pursuant to this section, if applicable, shall constitute the date of
  termination of this Agreement. In the event of a foreclosure of Customer's
  interest in the Space, it is understood and agreed that the liability of
  Customer for the rents, charges, costs and expenses provided for in this
  Agreement shall not be relinquished, diminished or extinguished prior to
  payment in full. Operator may use a collection agency to secure any remaining
  balance owed by Customer after the application of sale proceeds, if any. If any
  property remains unsold after foreclosure and sale, Operator may dispose of
  said property in any manner considered appropriate by Operator in its sole
  discretion.”
  
  For the reasons mentioned above Extra Space has followed the policies laid out
  in our lease agreement as well as the state lien laws governing self-storage.
  Thanks.

  Customer Answer

  Date: 07/24/2025

  
  
  Complaint: 23632264
  
  
  
  I am rejecting this response because: I have no postal or electronic correspondence saying any of this was taking place. Also how was the account in in pre foreclosure after only a month when in the past I have gone on longer to bring the account balance to 0. I want to know who has the account before all of my personal items are plundered. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 07/24/2025

  Extra Space Storage would like to thank Mr. ******* for reaching out.

  As previously stated, the lease allows for pre-foreclosure to occur after 30 days. While there may occasionally be delays in this process, legally foreclosure fees and auction processes can commence after 1 month of defaulting on rent. Mr. *******'s rent became due on 4/2/25 and the pre-foreclosure fee was added on 5/7/25 which was 35 days after default, in line with terms of the lease.
  
  The Notice of Lien was emailed to the address we have on file for Mr. ******* on 5/9/2025. As such, Mr. ******* was legally notified of the auction scheduled for his unit. Extra Space is prepared to provide all electronic receipts to prove sending of the notice, should Mr. ******* pursue his claims further through a legal process.

  We would like to acknowledge that auctions at Extra Space Storage are held online and are open to the public. Once a unit is sold at an auction the contents belong to the auction buyer. It is up to the discretion of the buyer to see if the items are to be returned. Extra Space cannot legally provide the name of the buyer as this is protected per the terms of the sale.
  
  For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement as well as the state lien laws governing self-storage. If requesting for any personal items to be returned, Mr. ******* must speak directly with the local office with a request for them to contact the buyer.  Thanks.