Complaints
This profile includes complaints for Extra Space Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,458 total complaints in the last 3 years.
- 496 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/16/2024
Type: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 recently decided to rent a storage unit at your *******, ** location on Schoolhouse Road. Initially, I was quoted a rate of $33 per month for a 4 x 4 unit, plus tax, which seemed reasonable.I reserved the unit, the last available at that location, and was shocked to find out that not only was I charged the wrong monthly rate of $36 per month when the $33 rate was clearly marked as the rate, but I was also assessed a $20 lock fee and $30 admin fee as well. These fees were not disclosed before, during, or after the transaction, and I believe it is extremely misleading and deceptive to throw them in after the fact, assuming that the customer is too unaware to question them. I was able to get the lock fee credited as I brought my own lock, but the manager of that location refused to credit the admin fee or honor the $33 monthly fee that appeared online.I would like the $33 monthly fee honored as it appeared the fees are arbitrarily assessed (I was quoted many different rates that fluctuated when I mentioned cheaper online rates) and often change for no apparent reason. I would also like the $30 administrative fee credited as well, or I will be contacting the ** consumer protection agency with my grievance.Thank you for your prompt attention to this matter.
Business Response
Date: 04/17/2024
Extra Space Storage would like to thank ********** for reaching out. We understand the frustration and hope to clarify. Extra Space does disclose all fees in the lease agreement, which is presented to the customer to review in full before signing and paying for the space.
Extra Space does charge a non-refundable administrative fee for every rental. This is mentioned in section 2 of the lease agreement that ********** signed, "The first Monthly Rental Charge and a one-time, non-refundable, administration fee shall be paid on the Rental Agreement Date listed above."
The monthly rental fee is stated several times in the lease agreement. The monthly rental fee is located in bold type at the top of the lease. It is also referenced in section 42 "As part of your agreement to rent, you may have received an initial rental discount. Your monthly rental charge is $36.00 as compared to the suggested rental rate of $51.00 for your storage unit."
********** completed the rental online via the Extra Space website. After entering in all personal information, the system displays to the customer a breakdown of what they will be paying. This breakdown shows the monthly rental rate, administrative fee, lock charge, CPP premium (when applicable), state taxes (where applicable) and total owed. Therefore these fees were disclosed to ********** in the payment recap as well as in the lease agreement. Upon review of the account, ********** spoke with the district team regarding this issue and stated "she saw that but must have over looked the details."
********** had the option to proceed or cancel the rental after being provided with the cost breakdown and lease agreement. As she chose to complete the transaction, ********** agreed to the total cost and terms of the lease. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore will not refund ********** for fees charged per the terms of the lease. For any rate negotiations we advise ********** to contact the rental office at ************** 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: 04/17/2024
Complaint: 21584488
I am rejecting this response because: *********** arbitrarily and misleadingly changed the monthly rental amount that appeared online $33 to $36, then tried to blame me for not screenshotting that image and/or missing it at checkout. Additionally, the administrative fee was not disclosed at the same time as the rate and was just thrown in after the fact; the company is banking on the fact that consumers will overlook it. If the lower fee is not honored and the company refuses to credit the $29 fee, Ill be forced to report this to the ** attorney generals office.
Sincerely,
*************************Initial Complaint
Date:04/15/2024
Type: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 made a reservation on line for a inside locker, when I went to pay it was change to an out side locker . The locker I got was old and latch was rusted and I had a hard to getting my lock to closed.Also I told them on the phone I had my own lock but they still charge for for a lock .I still have not got a refund for the lock, The locker I have has rat s*** in it which I already complained to to about. Really at this point I want a complete refund this is not acceptable.Business Response
Date: 04/17/2024
Extra Space Storage would like to thank **************** for reaching out. We understand the frustration and hope to clarify.
**************** completed this rental over the phone with an agent at the ********************* (***). Upon review of the *** call, **************** was informed during the rental process that the climate control unit was no longer available, as it had just been rented by another customer. **************** chose to complete the rental for a 5x10 non climate controlled unit. The staff has since offered to transfer **************** to an inside 5x10 unit, but due to price constraints, **************** declined and stated she would like to wait for a smaller 5x5 unit to open up inside to transfer.
**************** did use the lock purchased from Extra Space as she stated she had trouble using her own. **************** then returned the lock to the office after securing with her own padlock, but as it was already open and used, the refund was denied. As a gesture of goodwill, we have processed a refund for the lock purchase today, as a one time courtesy to resolve the complaint on this unit. **************** should see that reflected back to her card in a few days, depending on the amount of time her bank takes to process this release of funds from Extra Space.
Regarding pest activity, 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 **************** 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. Extra Space does not guarantee the safety of our facility, or the personal property stored by our customers. Pursuant to the lease agreement that **************** signed,"customer's personal property stored in the space or at the facility is not insured by the 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."
******************************************* would like to acknowledge that the monthly rent rate does not include the insurance and they are two separate charges. We would like to acknowledge that **************** declared value of her property stored at $1,000 and elected the $2000 coverage at the time of rental. We would advise **************** to file an insurance claim and work with her claims adjustor towards compensation. Additionally, **************** 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 the compensation for insurance claims or damages.
The district office will be reaching out to **************** to confirm her lock refund and go over the details of the insurance claim process. They can answer any additional questions **************** may have. Thank you.
Initial Complaint
Date:04/12/2024
Type: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 dealing with Empty Space Storage on E Main St in ********. They have consistently raised their prices. I have long Covid and lost my job. I have been in contact with them constantly. I was told today by the manager ****** that he is sick orf me and they are auctioning all of my things I own.I requested two weeks to pay the balance and he refused. I never got written notice. This is terrible service and shows zero empathy. I was not delinquent until this happened. I am seeking lawyers to pursue this as it gives me 4 days to pay.Business Response
Date: 04/15/2024
Extra Space Storage would like to thank ****************** 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 ****************** signed, "Customers Rental Terms May ****** 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 30 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. Rate change notices are sent by **** first class mail to the address on file. Copies of all mailed notices are kept on file and can be re-printed by the store team, if requested. The most recent rate change notice was mailed on 9/20/23 notifying ****************** that as of 11/01/23,the new rent rate would be $317, 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.
We would like to acknowledge that the last payment made to ****************** account was on 1/31/2024. Rent became due again on 2/1/24 and remains unpaid, therefore fees ahve accrued per the lease.
Pursuant to the lease agreement that ****************** signed, "If Customer does not pay the Monthly Rental Charge by the 10th day following Customer's Paid Through Date, Customer shall pay a late fee of $10.00 for Monthly Rental Charges $60.00 or less, $15.00 for Monthly Rental Charges between $60.01 and $100.00, or the greater of $20.00 or 15% of Monthly Rental Charges over $100.00. Operator may charge a late fee for each month Customer fails to pay the Monthly Rental Charge by the 10th day following the Paid Through Date. Late Fees will be assessed on or after the 11th 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 applicable and Customer wants to keep the insurance). If at the close of business on the 30th day following the Customers 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 past due amounts 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 along with emails to the email address on file. The Preliminary Lien Notice and the Notice of Lien Letter were mailed to the address we have on file for ****************** on 2/16/24 and 3/11/24. As such, ****************** has been legally notified of the auction scheduled for this 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 auction the contents belong to the auction buyer. It is up to the discretion of the auction buyer if the items are to be returned.
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 ****************** to contact the rental office at ************** or customer service at ************************** to be put in contact with a member of the District Team to discuss payment options.****************** 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.
Customer Answer
Date: 04/15/2024
Complaint: 21569063
I am rejecting this response because:I have not received notices and I have read all the lawsuits filed against them for this exact same thing. They will be dealing with my lawyer if they do not make some accomodation. This is bait and switch by taking advantage of people that have bad circumstances or not financially well.
Sincerely,
*******************************Initial Complaint
Date:04/11/2024
Type: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 spoken with Extra Space Storage about this issue in the past (beginning in May 2023), and multiple other members of the staff at the Extra Space Storage location in Anderson Township over the course of the past year with no resolution. The new manager at the Anderson location, Devon, called me after my significant other contacted your corporate office via email and phone when the previous manager, Matthew, had not followed up after our meeting in January and February 2023. He said he would reach out to his District Manager and and get back to us. ******* & I cancelled the parking spot for our 30 foot BBQ Trailer in December 2022. We park it on our property at **** ********* ****** in Mt. Washington and no longer needed the space. We have not had a vehicle parked on the property at Self Storage of Anderson, which is now owned by Extra Space Storage of Anderson, since the first week of January 2023. However, we continue to be billed for it through February 2024 (1 full year later - 2 parking spots). Everyone keeps telling us there is no active account under our names or the business name and that we aren't being billed, but clearly we are because my other half, ******* ******, has charges on our business credit card ending in #**** from Extra Space Storage which have been billed monthly through 2/2024. I am attempting to get a refund for all charges on the parking spaces that were cancelled in December 2022 and no longer used after the first week of January 2023. I have verified with every manager, including Matthew, that they have never seen us parked on the property, so I do not know why this is so difficult to address and make right for us. I have also been told the account has been closed multiple tomes, yet we are still being charged for it twice monthly. We also cancelled our interior location (D109) after countless attempts to get this all resolved and vacated our unit on 12/28/23, but we were still billed the following two months for the unit.Business Response
Date: 04/12/2024
Extra Space Storage
would like to thank Mr. ******* for reaching out. We
understand the frustration and hope to assist with a resolution.Upon review, the parking space was not marked as Vacated in the system until 2/12/24. Charges did go through on the saved autopay card every month the rental was still active. The last charge was on 1/25/24 for $97.02 on card ending in ****. If Mr. ******* did indeed remove his vehicle in 2023, he is owed a refund for each month the vehicle was not in the space.
We have notified the District Manager who will conduct an investigation to verify when the vehicle was removed. The district team will attempt to contact Mr. ******* to discuss this matter further
regarding the refund request once the investigation is completed. Please allow 3-5 business days for this be fully completed.Mr. ******* is also welcome to reach out to our
customer service department at 1-888-STORAGE to be put in contact directly with
the District Manager. Thank youCustomer Answer
Date: 04/12/2024
Complaint: ********
I am rejecting this response because I have been stopping into the local branch to speak with a manager since last year. There has been no follow up until recently. The only employee that returns my calls is Becky H**** from another location on Wooster Pike. I have been waiting to speak with the District Manager since January. I have called & emailed your corporate office who referred me to Devon, the new manager at Anderson office as of 3/2024, who then referred me to Becky H****. I have battled this for 11 months. No one has done anything to help. I just keep getting the run around.
Sincerely,
***** *******Business Response
Date: 04/15/2024
Extra Space Storage would like to thank Mr. ******* for reaching out.
As stated in our 4/12 response, we have notified the District Manager who will conduct an investigation to verify when the vehicle was removed. The district team will attempt to contact Mr. ******* to discuss this matter further regarding the refund request once the investigation is completed. Please allow 3-5 business days for this be fully completed. Thank you
Initial Complaint
Date:04/10/2024
Type: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 put my things in storage for 2 years. I was mailing my payments for storage. When he realized I was in ***** he raised my insurance even after I provided my own insurance. I showed up to reclaim in possessions. I went 11/23 to pick up my stuff. My code would not work. I eventually got into the unit. He locked me out of the facility several times. I was not able to get all of my property.Business Response
Date: 04/10/2024
Extra Space Storage would like to thank ************** for reaching out. We understand the frustration and hope to clarify. Extra Space properly followed the self-storage statute for the state of MO to sell this unit, including sending notices to **************. We would like to acknowledge that the last payment made on **************' unit was on 12/11/23. Rent became due again on 12/17/23 and remained unpaid, therefore fees accrued per the lease agreement.
The lease states:, "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 Customers 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, as well as emails sent to ************** regarding her account being past due. The Notice of Lien Letter was mailed to the address we have on file for ************** on 1/25/24. Per MO state law, a copy of this lien notice was also mailed to **************' alternate contact, Uri *****, on the same date. As such, ************** was legally notified of the auction scheduled for her unit. We would like to acknowledge that auctions at Extra Space Storage are held online and are open to public. Once a unit is sold at auction the contents belong to the auction buyer. It is up to the discretion of the auction buyer 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 **** OR DISPOSITION OF CUSTOMER'S STORED PERSONAL PROPERTY. IF CUSTOMER FAILS TO PAY RENT AND OTHER CHARGES FOR A CONTINUOUS THIRTY (30) DAY PERIOD, OPERATOR MAY SELL CUSTOMER'S PERSONAL PROPERTY IN A COMMERCIALLY REASONABLE MANNER AFTER GIVING CUSTOMER REASONABLE NOTICE, IN ORDER TO SATISFY SUCH LIEN. CUSTOMER AGREES THAT ANY ********************** 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 applicable law, 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 Customers 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 **********************, 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."
Upon review of the account notes, the staff did speak with ************** on 1/15/24 regarding her past due balance. The notes state that ************** was upset because she could not gain access to vacate in November and did not want to pay for the additional two months her items had still been in storage. This shows that ************** was fully aware of her balance due and voluntarily decided to not pay the bill due to her past gate code issues.
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.. We would advise ************** to contact the rental office at ************** or customer service at ************************** to be put in contact with a member of the District Team to see if the buyer would be able to return any remaining items. As stated above and in the lease, once a unit is sold at auction the contents legally belong to the auction buyer. It is up to the discretion of the auction buyer if the items are to be returned. Thank you
Initial Complaint
Date:04/07/2024
Type: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 am disputing the fact that they gave me very little notice to make the arrangements to come get my property. Expecting someone working full time to come pick up property the same day as you contact them to come get their property or have a mover come do that isn't realistic, nor is scheduling within a few days realistic.
They made no attempt to negotiate a settlement to allow me to keep the property valued above what was owed them, and finally threw it out.
I want financial reimbursement for the lost items and them to zero out my balance due.Business Response
Date: 04/08/2024
Extra Space Storage
would like to thank Ms. ******* for reaching out. We have notified the District Manager who will investigate what occurred with this rental and attempt to contact Ms. ******* to discuss this matter further
regarding her refund request. Ms. ******* is also welcome to reach out to our
customer service department at 1-888-STORAGE to be put in contact directly with
the District Manager. Please allow several business days for investigation and contact. Thank youInitial Complaint
Date:04/06/2024
Type: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.
Extra Space Storage at **** * ****** ******* ***** has people living in it, criminals burglarizing customers units, legal weapons, illegal drugs being stored,sold,used by specific habitual convicted felons, scamming and abuse of the elderly, illegal housing of managementBusiness Response
Date: 04/08/2024
Extra Space Storage
would like to thank Ms. ****** for reaching out. We have notified the District Manager who will conduct an investigation of these allegations and attempt to contact Ms. ****** to discuss this matter further
regarding her complaints of the property. Ms. ****** is also welcome to reach out to our
customer service department at 1-888-STORAGE to be put in contact directly with
the District Manager. Please allow several business days for full investigation. Thank youInitial Complaint
Date:04/06/2024
Type: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 have tried to reach the store manager 3 times to ask that my monthly rental fee remains at the price I had before the April 2024 hike. Even rated them on ****** and they said to call them to discuss and I did but ***** calls me back when I leave a message. I rent at the facility located at ************************************************************. I am asking to please keep the price I had until March 2024 because I cant afford the $30 increase being a single income family.Business Response
Date: 04/08/2024
Extra Space Storage would like to thank ************** 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 ************** signed, "Customers Rental Terms May ****** 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 31 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 40 on the lease states As part of your agreement to rent, you may have received an initial rental discount. Your monthly rental charge is $168.00 as compared to the suggested rental rate of $198.00 for your storage unit.
Proper notice is given of all adjustments. Rate change notices are sent by **** first class mail to the address on file. The rate change notice was mailed on 3/17/24 notifying ************** that as of 4/28/24,the new rent rate would be $198, 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 ************** to contact the rental office at ************** 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: 04/08/2024
Complaint: 21538662
I am rejecting this response because:Noone ever answers the phone or calls me back when I leave a message.
How about YOU call me. I am tired of trying to reach someone at the local office.
***********************************************Business Response
Date: 04/10/2024
Extra Space Storage would like to thank ************** for contacting us.
As previously stated, rate negotiations can be done two different ways. We would advise ************** to take the second option provided in our response and contact customer service at ************************** if there is any trouble contacting the rental office directly. The national customer service team can assist with any rate adjustments in place of the local store team.
Upon further review of the account, ******************** would also like to acknowledge that as a gesture of goodwill, on 4/9/23, the District Team reduced ****************** rent to $180/month, not including insurance selection at time of rental or state tax, to resolve the complaint on this unit.
Rental agreements with Extra Space are strictly month-to-month, therefore, rates are not guaranteed for any specified amount of time. For the reasons previously mentioned, 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. Thank you
Customer Answer
Date: 04/11/2024
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.
************************************************Initial Complaint
Date:04/05/2024
Type: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.
Company not refunding $25 for returning keysBusiness Response
Date: 04/08/2024
Extra Space Storage, on its own behalf and/or that of its affiliate, Life Storage, would like to thank ********************** for reaching out. Would ********************** please confirm the full name and account number associated with the rental? We also need the exact address of the location where ************************** belongings were being stored. Once we are given additional information we will respond accordingly. Thank you.Customer Answer
Date: 04/08/2024
Complaint: 21538214
I am rejecting this response because:this is the account for ***************************;
************
1847 **********
***********, ** 90068
Sincerely,
*******************************Business Response
Date: 04/10/2024
Extra Space Storage would like to thank ********************** for reaching out and providing the additional information needed to locate this account. Unfortunately, we are not able to disclose any account information with anyone other than the lease holder with our company. Extra Space Storage is more than willing to discuss any issues with ******************, as they are the lease holder and primary on the account. We would advise ****************** to contact the local rental office at ************** or our customer service **** at ************************** to be put in contact with a district manager for assistance with his account. Thank you.Initial Complaint
Date:04/05/2024
Type: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.
SCAM ALERT THE STORAGE UNIT RAISES YOUR RENT WITHOUT NOTICE AND WITHOUT ANY TIMEFRAME I'VE HAD MY STORAGE FOR 4 MOS. AND WITHOUT NOTICE THE FACILITY RAISED THE ***** OVER 50.00.YOU CANT MOVE OUT ON SHORT NOTICE SO YOU HAVE NO CHOICE BUT TO PAY THE EXCESSIVE AMOUNT CONSUMER BEWAREBusiness Response
Date: 04/08/2024
Extra Space Storage, on its own behalf and/or that of its affiliate, Life Storage, would like to thank ************** for reaching out. Would ************** please confirm the full name and account number associated with the rental? We also need the exact address of the location where ********'s belongings were being stored. Once we are given additional information we will respond accordingly. Thank you.Customer Answer
Date: 04/08/2024
Complaint: 21536036
I am rejecting this response because: Extra Space Storage address:*************************************************************** /Account holder: *******************/ *********************************************************************** There should have been zero reason to raise the rent as we have only been there 4 mos.
Sincerely,
*********************Business Response
Date: 04/10/2024
Extra Space Storage would like to thank ************** for reaching out and providing the additional information needed to locate the account. Unfortunately, we are not able to disclose any account information with anyone other than the lease holder with our company. Extra Space Storage is more than willing to discuss any issues with ****************, as they are the lease holder and primary on the account. In general, ******************************************* does follow all applicable state laws regarding rate increases. Proper notice is sent for all adjustments and customers are always able to request proof of notices from the rental office. We would advise **************** to contact the local rental office at ************** or customer service at ************************** to be put in contact with a member of the District Team. Thank you.Customer Answer
Date: 04/11/2024
Complaint: 21536036
I am rejecting this response because: Nice bail out of the situation- but my complaint stands as the business practice in raising the rent is not conducive to consumer acceptance and that all consumers should be made aware of the company's deceptive business practices.
Sincerely,
*********************
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