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
- 1,459 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:05/19/2025
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 stored expensive furniture (Jonathan Adler, Mod Shop, and more), collectible items, professional Hi-Fi music studio equipment, and lifelong memories, awards, and trophies.
There was a billing issue, which the business notified me about; however, I never received any notice regarding the business’s intention to sell my belongings. The contract we signed explicitly requires that such specific notice be provided, along with a reasonable amount of time before executing such a decision. The contract does not define what constitutes "reasonable time."
Exactly two months after the payment issue arose, the business sold all my belongings at an auction without any warning—no email, no letter, nothing. The only warnings I received pertained to late fees. Besides the extreme devastation of losing lifelong memories, the financial damage far exceeds the amount I received (approximately $9,300). I am requesting fair compensation of $75,000 for the substantial loss of my valuable property. I can provide a detailed list of all the items upon request.
The business has not communicated with me since, despite my numerous attempts, and no regional representative has contacted me despite assurances to resolve the matter. The day I discovered all my possessions had been sold was one of the saddest days of my life. It is unacceptable and illegal for the business to sell everything within just two months without proper notification. This action has caused profound financial and emotional damage from which I am uncertain I will ever recover.
If no amicable solution will be achieved I intend to file charges.
Thank you for your help.
Business Response
Date: 05/20/2025
Extra Space Storage would
like to thank Ms. ***** for reaching out. We understand the frustration and
hope to clarify.Extra Space properly followed
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 Ms. *****'s unit was on 1/3/25. Rent became due again on 2/3/25 and remained unpaid, therefore fees accrued per the lease
agreement and the space progressed through the foreclosure process to auction on 4/15/25.Pursuant to the lease
agreement that Ms. ***** 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, as well as voicemails left regarding Mr. *****'s
account being past due. The Notice of Lien Letter was mailed Certified to the
address we have on file for Mr. ***** on 3/12/25 and shows as delivered successfully. 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 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 SALE 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 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 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 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."We would again 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 therefore will not
refund or compensate Mr. ***** for the loss due to non-payment of rent and fees
that were owed. Thank you.Initial Complaint
Date:05/17/2025
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.
Store Information: 2334 S Semoran Blvd Orlando, FL 32822; Phone: 4079304541
Nature of Complaint: Unauthorized Rate Increases, Misleading Practices, Poor Customer Service
Details of Complaint:
I am requesting reimbursement for the whole contract amounts from July 2024 to May 2025. I was aware that my rate might change in July, but no one informed me that rates would automatically increase after that. When I signed up, I specifically asked about rate increases, mentioning I was used to annual changes at other storage facilities. The in-store representative never disclosed that the rates would increase automatically or frequently.
This lack of transparency is misleading and unacceptable. Communication is not an excuse. Extra Storage sends monthly text reminders about payments but never includes the amount. On the one or two occasions I was late, I received phone calls—so they clearly know how to reach me. I have even received calls from other Extra Storage locations when I considered renting additional units. If the company was truly concerned about the alleged returned certified notice, they could have called, just as they did before.
I spoke with ***** on 5/17, and the conversation was unproductive. He admitted there was a language barrier, showed no urgency, and continuously gave irrelevant responses. I have no faith that he properly submitted my concern. He may have been under the influence, intentionally going in circles to make me angry; or truly incompetent/did not care.
Resolution Requested:
Full amount of contract from July 2024 until now and written assurance that no further increases will occur without my explicit consent. There was no meeting of the minds for the increases, thus no contract was formed. If unresolved, I will file complaints with the FTC, Florida State Attorney’s Office, and consider contacting an attorney regarding a class action lawsuit.Business Response
Date: 05/19/2025
Extra Space Storage would like to thank
Ms. ***** 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. The terms of the agreement and rate increase policy are clearly stated in the lease which Ms. ***** agreed to when entering into a business relationship with Extra Space.Pursuant to section 4 of the lease
agreement that Ms. ***** 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. Rate change notices are sent by USPS 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, to show proof of mailing. The rate
change notice was mailed on 3/12/25 notifying Ms. ***** that as of 4/17/25,
the new rent rate would be $112, not including insurance selection at time of
rental or state tax. Customers must keep address information current in
order to receive notices.Extra Space Storage would like to
acknowledge that as a gesture of goodwill, on 5/17/25, the District Team agreed to reduce Ms. *****'s rent to $56 as a one time courtesy. 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 Ms.
***** to contact the rental office 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.Customer Answer
Date: 05/26/2025
Complaint: ********
I am rejecting this response because:1) The amount refunded is under what I am owed. I am due all monies that I have paid because this agreement is void.
2) Should I continue to work with this company, I still have nothing in writing stating what my monthly amount will be and for the duration. Currently, there is no active contract, which puts me in the same situation. I do not know what I owe monthly, and when it will change.
I originally signed a contract with life storage, which was a company that extra space storage acquired. My original contract did not have terms about rate increases based on the market. I do not accept the refund that they are trying to give me because it does not properly reflect what is owed to me. The company keeps giving out conflicting information as the solutions mentioned in the BBB complaint differ from what *****, the store manager said on the phone.
IN SEVERAL VOICEMAILS which I have, ***** stated that I will be getting the difference from every month that I overpaid from $68.51 (amount I agreed to at signing). For the months of May and April 2025, I was charged an additional $57 and in months prior to that, I was charged $88, when I should have been charged the $68. Per the correspondence here with the BBB, they are offering me something different than what ***** said. (They are only offering me the two payments of $57, without the two $20 payment difference). I DO NOT KNOW WHO TO TRUST AND I WANT ALL MY MONEY BACK.
My bank is seeking all of the money that I paid, as this contract is void. There was never a meeting of the minds and regardless of what I did or did not sign, I detrimentally relied on misleading and fraudulent information from a negligent agent of the company that said the contract amount was fixed. The verbal agreement would supersede the contents of the contract because the agent stated it as fact and misled me into believing those contract terms. I should be allowed to get the entire contract amount as I was lied to, and the merchant has breached the agreement that I originally signed. FUNDAMENTALLY, NO ENFORCEABLE AGREEMENT WAS MADE BECAUSE I WAS LIED TO ABOUT THE TERMS.
I have been trying to contact someone at the corporate level by phone, however, the contact information listed online, reroutes customers to the local store. Likewise, the number that the in store leadership provides (800-STORAGE), also reroutes back to the store. Meaning that customers cannot reach someone at the corporate level and can only speak to the SAME local store manager. As mentioned in a prior complaint, I do not want to speak to the in-store leadership. The gentleman who works there, *****, is incompetent and not helpful.
Ultimately, these solutions are an adequate and not acceptable. I want:
1) All of my money back from July 2024 as there was no enforceable agreement.
2) A new contract with a SET amount and EXACT DATES for services. I am willing to pay $70.00/monthky for a year.
3) Only email me or call to leave a voicemail. Stop sending certified mail as I am not getting the notices.
I will be reporting this to the FTC as well as the state attorneys office as I know that this is happening to other consumers. I never agreed to the terms with extra space storage, and by law they must uphold my original contract that they acquired until that contract is fulfilled. I am entitled to a refund of the entire contract as it was void upon signing because the agent was negligent when clarifying the terms.
Sincerely,
***** *****Business Response
Date: 05/28/2025
Extra Space Storage would like to thank Ms. ***** for reaching out.
As previously stated, the terms of the agreement and rate increase policy are clearly stated in the lease. When Extra Space acquired Life
Storage in July 2023, all customers were sent copies of the new lease agreement.
These terms went into effect after 30 days and are legal and binding. Customers were not required to sign a new lease for all term to go into effect after the the change of ownership. We would like to acknowledge that Ms. ***** rented her space long after this merger on 3/17/24 and only ever entered into a business relationship with Extra Space for this rental unit and signed an ES lease agreeing to the terms.Extra Space Storage would also like to acknowledge that as a gesture of goodwill, on 5/17/25, the District Team agreed to reduce Ms. *****'s rent to $56 as a one time courtesy. On 5/21/25 the district further agreed to 2 customized refunds for $57.40 each on the 04/17/25 & 05/17/25 charges to resolve this complaint.
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.
Extra
Space acted within the law in all respects regarding Ms. ***** 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.Initial Complaint
Date:05/17/2025
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.
My unit was broken into and items stolen. The site took two weeks to contact me to inform me of the break in. I was only informed of the two week gap in notice once I contacted an officer with *********************************************************** who informed me of the actual date of break in. Upon contacting the location back they informed me that I was the only one who was not contacted due to their mistake, another lie told due to the officer informing me the business waited two weeks to contact all customers affected by the break in. After continuously requesting to speak to someone over the actual site I was advised that I would receive a managers discount. Still to this day never contacted by someone outside of the employees on site. Now towards my leave from the storage space the managers discount has been removed. I contacted the site and spoke with a manager who contacted to inform of my payment being due. I advised the charging price is incorrect and was responded back to with assumptions on why the pricing has changed (all of which were proven incorrect) and an attitude as if shes personally paying for the unit instead of being heard as the customer and research being done. Two weeks later Im still being contacted in regards to payment being due and additional charges added instead of an update on my inquiry. My storage amount increased three times since beginning rental without notification, unit broken into without notification but I can receive calls and msgs three times a month in regard to storage payment being due. I requested contact information once again today for someone over the site manager and was advised that they are unable to provide me with the information. I have never worked with a company who refused to provide contact information when requested by a customer. Im requesting a refund of all funds paid since the break in occurred on my unit in August 2024.Business Response
Date: 05/19/2025
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.
According to the lease signed by Ms. ******************************** 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, Operators affiliates and the Facilitys 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,Operators affiliates and the Facilitys owner, if different, in connection with any damage which is or would be covered by any such insurance policy.CUSTOMERS PERSONAL PROPERTY STORED IN THE ********************** 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 like to acknowledge that Ms. ******** was provided with courtesy credits in the amount of $200 on 9/7/24 and $358 on 9/25/24 as a one time courtesy due to the delay in burglary notification. Ms. ******** will not be provided with any further credits. We would advise Ms. ******** to work with her claims adjustor towards additional compensation. Ms. ******** can email ********************** for assistance with her claims questions and can also go the website at ***************** to file and view her claim.
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 Ms. ******** to contact the rental office or customer service at ************************** to be put in contact with a member of the ************* to discuss payment options. Ms. ******** 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:05/16/2025
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 rented a storage unit from this business to store trade show materials in between trade shows I attend in *********. I attend 3-5 trade shows a year in *********. I paid $22 a month for their smallest unit as I only have a few boxes. I signed up for an automatic payment on my AMEX card each month. This month my credit card was charged $44 instead of $22. I called and the manager said they had sent a rate increase notice to my P.O. Box last month. No such notice was received. I was told the $22 was an internet only rate (Which is how I signed up) and that it was only for new customers. No one told me when I signed up that my rate would be doubled in 6 months and my CC would be charged twice the amount without my permission. While I was on the phone with the manager, I looked online and they are advertising the same unit for $27. Yet they want to charge me $44 now?? It is unethical to charge a current renter a higher amount than you are offering the same unit to the general public. The same company has dozens of locations in ********* and are advertising the same space size for anywhere between $9 a month to $27 a month, many around $20. I asked if I could move to a different location and save and was told no, that was only for new customers. My problem is that I will not be in ********* to move out until September. It was never stated this was an introductory rate and the rate would increase in 6 months. The manager offered to reduce the rate to $39 a month after my protests, but I would like the $22 I was quoted honored, or at minimum, the $27 rate the enact same facility is offering the exact same unit online for. Disputed amount is $17 per month after the adjustment.Business Response
Date: 05/19/2025
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, "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. AS PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $22 AS COMPARED TO THE SUGGESTED RENTAL RATE OF $35 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. Copies of all mailed notices are kept on file and can be re-printed by the store team, if requested, to show proof of mailing. The rate change notice was mailed on 4/6/25 notifying Mr. ****** that as of 5/16/25,the new rent rate would be $44, not including insurance selection at time of rental or state tax.
Extra Space Storage would like to acknowledge that as a gesture of goodwill, on 5/16/25, the ************* agreed to reduce Mr. ******** rent to $27 as a one time courtesy. 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 *************. Negotiations may only be made through one of these two options, thank you.
Initial Complaint
Date:05/14/2025
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.
For some reason this business kind of manipulates its standard and days of payment. Forst I’m informed of pricing changes and a contract that didn’t require me to make payments on the 35th day and that it’s considered delinquent even when the first payment is due. Would be nice to get a copy of the contract and when I made my first payment, and to see if that can be edited to adjust the day I actually did start my payments. If I’ve known I was going to go through such difficulty with a storage it would’ve been nice to not keep me there in the first place.Business Response
Date: 05/15/2025
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. *****'s belongings were being stored. Once we are given
additional information we will respond accordingly. Thank you.Initial Complaint
Date:05/13/2025
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.
There appears to be no available way to contact corporate to request a detailed explanation of the recent rate increase and how it compares to the current market in my state. I would like a comprehensive breakdown of the percentage increase, including the specific figures it was based on, as well as a detailed analysis supporting my current price range. At this time, no such information has been provided.Business Response
Date: 05/14/2025
Extra Space Storage would like to thank
Ms. ****** 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. We are unable to provide a detailed explanation of the recent rate increase and how it compares to the current market. We will not provide a detailed analysis. Rate increases are determined using dozens of algorithms which study hundreds of competitors, move in rates, move out rates, demand/interest for storage online and through other channels, as well as many other factors. Our entire revenue mgmt department studies and analyzes these using proprietary tools to determine which rates to increase and by what percentage, which are not public information for customers.Pursuant to section 4 of the lease
agreement that Ms. ****** 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. Rate change notices are sent by USPS 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, to show proof of mailing. The most recent rate
change notice was mailed on 5/4/25 notifying Ms. ****** that as of 6/13/25,
the new rent rate would be $201, 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 Ms. ****** to contact the rental office 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.Customer Answer
Date: 05/14/2025
Complaint: ********
I am rejecting this response because:As a consumer, I have the right to know exactly what I am being charged for. I cannot be expected to pay an arbitrary amount without a clear explanation of how that amount was determined. As noted in my complaint, I am requesting a detailed breakdown of the charges, including how the figures were calculated.
Without this transparency, there is nothing preventing a provider from charging excessive or unjustified rates. I am entitled to understand how services are priced, and simply stating "because we say so" is not a legally defensible explanation.
This is why my complaint is valid. If you prefer not to move forward with the complaint process, then restore my rate to the original amount. Otherwise, I will continue to exercise my right to demand a clear and fair accounting of what I am being charged for.
Sincerely,
******** ******Business Response
Date: 05/14/2025
Extra Space Storage would like to thank Ms. ****** for reaching out.
As previously stated, we will not provide a detailed analysis. 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 Ms. ****** to contact the rental office 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.Customer Answer
Date: 05/18/2025
Complaint: ********
I am rejecting this response because:I don’t care what was previously stated — the fact that the lease is month-to-month is irrelevant. You still have an obligation to respond, and I will continue to pursue this matter until my rate is corrected. The phone number provided does not work and only leads to advertisements, which suggests a deliberate refusal to offer a legitimate path to resolution.
You are fully capable of having someone call me directly to resolve this issue, yet you have chosen not to. I will not stop until this matter is properly addressed. I will continue to seek avenues to report this issue until it is resolved. I am also documenting everything for my records in the event of any retaliation, in which case I will pursue all available legal remedies.
Sincerely,
******** ******Initial Complaint
Date:05/07/2025
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.
Customer for over a 1 1/2 years. Management changed recently & the 1325 W Mallard Creek Church Rd, Charlotte, NC 28262 location has been downhill since. April 12th I paid my unit out of auction & requested the assistant manager(who apparently no longer works there) keep their red lock on my unit until I could get back to my unit to put a new lock on; he did. ****** called yesterday & left a voicemail I missed to tell me that my unit was unlocked and that the red lock was on but apparently can only remain on the unit for 7 days. I wasnt informed of that when I initially asked for the red lock to stay on & here, well past the seven days on May 5th they finally remove or tell me anything about lock policies. The next day I called the location requesting the lock be removed as I was on my way with a new lock & ******* told me that they couldn’t remove the existing red lock because of late payment. I told them that that couldn’t be right because I’ve been late on my payment before but not to the point of auction yet there was no red lock placed on my unit because they don’t usually place those locks until the unit is up for auction at 30 days past due. ****** grabbed the phone while I was still explaining, told me to relax, that there was no lock on my unit because she spoke to me the prior Saturday; I had never spoken to her. She told me that she’d go check & briefly hung up the phone. I was on my way to the unit anyway & when I got there 10 min before close ******* said “there go your people” and laughed in a demeaning way, ****** followed with the attitude when I requested a copy of the lock policies(the red lock policy is not in the paperwork) & the name of person who failed to give me information(she said she couldnt provide). Upset, about security of my unit, incorrect info & attitudes, I called police to request security footage. ****** said I had her effed up, called me a child, threatened me & called police to remove me from property because she had another job.Business Response
Date: 05/07/2025
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. 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. Thank youInitial Complaint
Date:05/06/2025
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.
This company is a bait and switch. They get you in with false advertising and jack up your rent every few months. I moved into the life storage (now extra space storage) 1426 mcmullenbooth rd, Clearwater FL a little over 2 years ago. This was a 10x15 non climate controlled unit. The rent I agreed to was $84/month per the online advertised amount. 3 months later it increased to $99/month. I was told $84/month was the promotional amount. About 6 months later I got a notice in the mail stating that my rent would go up to $184/month. I didn’t think I had a choice so I paid it. Then a few months later they tried to jack my rent up to over $300 a month. I called them and told them it was ridiculous and I wasn’t paying that. I was told I had to take an increase what was I willing to pay. So we agreed on $204/month. 8 months go by and I get a notice in the mail stating my rent would be increasing to over $300 a month once again. So I called them and told them I wasn’t paying that I just took an increase 8 months ago. I was told I have to take an increase because it’s “supply and demand” and their storage units were full. So I said $10 more that’s it. Even the guy on the phone agreed I shouldn’t have to pay that much. I look on their website and they are advertising their storage units at $146/month for 10x15 nonclimate controlled. I just moved all of my stuff to a different storage unit that’s is not associated with this company. $74/month for the same exact type of unit. They need to be shut down.Business Response
Date: 05/06/2025
Extra Space Storage would like to thank
Ms. ****** 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 Ms. ****** 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. Rate change notices are sent by USPS 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, to show proof of mailing. The most recent rate
change notice was mailed on 3/3/25 notifying Ms. ****** that as of 4/8/25,
the new rent rate would be $278, 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 Ms. ****** to contact the rental office 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.Initial Complaint
Date:05/05/2025
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 rented a storage unit from the location on 1036 pershall road St. Louis, mo back in June of 2024 because me and my family moved back to Mississippi. However, sometime in September and/or October there was a smash and grab that occurred on the property.. note the only storage units that were hit were those of people who paid online and not in person. Basically ******** the manager during the incident was fired for not following store process. In so many words they don’t want to take accountability that it was an inside job!! However, this supposed break in happened in October.. Extra space did not notify the police until November because a customer made the initial report in October. I was not notified about my storage being broken into until February 28 2025 and that was because the lock that was on there was from the facility and my storage was accidentally overlooked. I literally had everything for my and my family coming from a 2 story 4 bedroom home with two dens. I have not heard anything from anyone. I have called and called at this point I will be filing a lawsuit for negligence due to NO SECURITY CAMERAS on the property and breach on contract on their behalf. We pitched the highest amount of insurance and a lot of the stuff we lost is irreplaceable!! And the crazy thing is I am still paying rent on the storage because I have to make arrangements to move everything to our location in Mississippi!!Business Response
Date: 05/05/2025
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. Extra Space is not responsible for the theft of Ms. ******** items. There is no reason to believe any Extra Space staff members entered Ms. ********s storage space and stole her items.According to the lease signed by Ms. ********: "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 [email protected] for additional assistance with her claim’s
questions. Ms. ******** can also go the website at www.cppclaims.com to file and view her claim.Unfortunately, Extra Space does not handle insurance claims nor the
compensation for insurance claims or damages. Thank you.Initial Complaint
Date:05/02/2025
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 a 10×10 storage unit i pay $79 but extra space up charged by $30 makingbit $109
The second unit is a 10×15 i suppose to pay $117 they extra space raised price by $80 making the payment $197
Autopay charged my bank caused me to go overdraft and they did this with NO ADVANCE PRIOR NOTICE OF THE THE RENT INCREASE!!!Business Response
Date: 05/05/2025
Extra Space Storage would like to thank
Ms. ******* 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 Ms. ******* 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."Section 4 of the lease also this verbiage for Unit 423 - AS
PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL
DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $117 AS COMPARED TO THE SUGGESTED RENTAL
RATE OF $124 FOR YOUR STORAGE UNIT."Proper notice is given of all
adjustments. Rate change notices are sent by USPS 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, to show proof of mailing. The rate
change notice for unit 304 was mailed on 3/22/25 notifying Ms. ******* that as of 5/1/25,
the new rent rate would be $109, not including insurance selection at time of
rental or state tax. The rate change notice for unit 423 was mailed on 3/22/25 notifying Ms. ******* that as of 5/1/25, the new rent rate would be $197, not including insurance selection at time of rental or state tax.Extra Space Storage would like to
acknowledge that as a gesture of goodwill, on 5/2/25 the district team offered Ms. ******* several options for her units. Due to the issue of the USPS not delivering her postcard that was mailed by Extra Space, a $20 credit was offered for the inconvenience. The team also offered to condense her 2 units into a one cheaper bigger space or to negotiate the rate increases for a smaller increase. They can not be wiped out entirely. Mr. ******* declined all of these offers for assistance.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 Ma. ******* to contact the rental office 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.
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