ComplaintsforExtra Space Management, Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  Rat Infestation at Life Storage - Tarpon Springs. Management has been aware for more then 6 + months and did not inform me, as a tenant of the issues. Claims have been repeatedly sent. Life Storage Insurance company will not provide any help. No one is willing to help at Life Storage Tarpon Springs on the damages brought upon from a Rat Infestation.

  

  Business response

  07/09/2024

  Extra Space Storage would like to thank Mr. ****** 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 Mr. ****** 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, "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 the insurance and they are two separate charges. We would like to acknowledge that Mr. ****** elected the $2000 coverage at the time of rental. We would advise Mr. ****** to work with his claims adjustor towards compensation. Additionally, Mr. ****** can submit, view and manage his claim through the online portal at *****************, he 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. Thank you.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They go up exponentially on your rate and the pricing is deceptive. I was aware that the rate could increase but had paid for several months in advance and was told by the local onsite manager I could do this again at the same rate if I made the payment before the next due date. I was willing to pay up to 15 months in advance, and was told if I didn’t end up using all of the time paid for, they would issue a refund after move-out.. Come to find out, they jacked up the rate an additional $80 a month and when I inquired again I, was told a different story, denied the original story, and said that was not the case but he would submit a request to the district manager to see if they would honor the original price.. I never heard back and the rate never changed. Since I moved, I have noticed a much better rate at a new location in Florida. Called about this and spoke with Cory in CS. He said the new facility would open the next day and said he would submit me for a better price than what I was getting in my existing location and would just keep me there & said it takes 48 hours to approve and I would also get a call from a Theresa. I never got the call or new rate. So I called bac and was transferred back to Sherman who was still nasty and refuses to honor anything..Each call to yields a new lies. These are deceptive practices and they have your belongings knowing you can’t move held at ransom. Their prices today advertised are $103 a month cheaper than my rate. I don’t believe anything I am told and for all I know, the refund if not used is equally a scam. Their price model goes up in such a way, they make it unaffordable and they know that.

  

  Business response

  07/05/2024

  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. By continuing to use the Space after a rate change, Customer agrees to the Rental Agreement as changed and that all of its other terms remain in effect." 

  Section 42 on the lease states “As part of your agreement to rent, you may have received an initial rental discount. Your monthly rental charge is $243.00 as compared to the suggested rental rate of $332.00 for your storage unit.” Rental agreements with Extra Space are strictly month-to-month, therefore, rates are not guaranteed for any specified amount of time.

  Due to the new rental rate being less than the current market value, we were unable to reduce it further. Operator’s Agents are not authorized or permitted to make any warranties about the Space or the Facility. Operator’s Agents’ ORAL STATEMENTS DO NOT CONSTITUTE WARRANTIES and shall not be relied upon by Customer. The entire agreement and understanding of the parties hereto are embodied in this writing and NO OTHER WARRANTIES are given.

  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. Thank you.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 30th I checked into Extra space Storage At **** ******  on the advice of an employee at a different location who said that they didn't have a unit available for the size they suggested so I paid for it and they made a reservation for me and sent me to another location and I checked in . However I discovered that that unit was much larger than I actually needed but being that it was extremely close to closing time and I had to go back to my old storage to completely exit to prevent being charged for another month ( cut old lock off). I didn't have time to negotiate any change in reservation. Therefore I was charged sight unseen. Extra space Storage will not negotiate this oversight while it i believe would be good customer service to. Also they charge less money for the Smaller units upstairs however I am handicapped with mobility issues in my legs so that I cannot climb stairs with a load so that unfairly cheats and deprives me as a handicapped person being forced to pay more money for the lower floor. In addition Extra Spaces promotion " A free first month rental" is discriminatory in giving only big units buyers a break but small buyers get none so that favoritism toward big spenders get a break but small buyers get none , Promotions should be even across the Board which is the substance of good policy and customer service.Who is making these policies anyway ????? They refuse to negotiate me but rather want to keep my money and make me pay for another unit too while depriving me to make adjustments to a suitable amount of cost and size of unit based on my handicap need and how about a "Free first month" like other Storages do??? It's good Business Practice policy and customer service which can only benefit them against the Competition after all that's why I chose EXTRA SPACE STORAGE in the first place and I quit PUBLIC STORAGE BASED ON THIS ADVERTISEMENT ONLY TO FIND OUT I WAS WRONG!!!????

  

  Business response

  07/08/2024

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

  The lease agreement signed by Mr. ****** states that he is accepting the unit "as is", therefore any issues with the unit would be accepted by the customer at time of signing the agreement. The lease states  "THIS RENTAL AGREEMENT ("Agreement") is executed on the date stated above by and between EXTRA SPACE MANAGEMENT, INC. ("Operator") as agent for the Facility’s owner or any other entity with whom Operator has entered into a management agreement for the Facility, as applicable, and the individual or business listed above ("Customer") for the purpose of renting the space listed above (the "Space") which is part of a larger facility (the "Facility"). CUSTOMER HAS EXAMINED THE SPACE AND FACILITY AND ACCEPTS THEM "AS IS."

  Available units are on a first-come, first-serve basis. Reservation timeframes and promotions offered on units are subject to change according to market conditions and local availability of units with matching attributes. It is clearly stated on all banners, websites, and advertisements that exclusions apply and to inquire with the manager regarding any promotions. At times, smaller units may be available for promotion. Promotions are not geared towards specific sizes but depend on how many are left available, seasonal rates, move ins and move out frequency. Pricing is also based on occupancy and availability of spaces and can change daily. 

  Unfortunately, we cannot adjust any unit pricing or promotions through the BBB. Mr. ****** is welcomed to reach out to the our rental office or to our customer service department at 1-888-STORAGE for current promotions at his facility or to complete a rental at a different facility which offers elevator access or better pricing.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  05/26/2024 - and on the 26th of each month us my Billing Due Date. There is a five day grace period that begins following the billing due date. Just as recently confirmed by Ms. Tara B****, on Friday, May 31, 2024, at 4:38 PM, “As per your lease, paragraph 8, if rental charges remain unpaid after 5 days, the operator may restrict or deny customer’s access to the rental unit or property.” Now let’s do some basic math: Bill Due Date 26 + 5 = 31 ….. after 5 = 6. So, on the 6th day, that would be the time in which they ‘May restrict or deny access….’ I was denied access to my rental unit by having an overlock out in place that blocks the ability to access your unit—essentially, any of the contents. So, per the reference contract by Ms Tara B****, and according to the date that is my Billing Due Date, I only had access from the 26th thru the 30th, since blocked the 31. I had (4) days out of what was supposed to be a (5) day grace period, leaving me due, a remaining day’s access according to their ESS contract. Any restrictions on o access should have never taken place until after the 31; which would make the 1st of June / 06/01/2024. Therefore I am still owed one more day’s grace period to cure the day I was short changed. Getting the remaining date owned—(still within its grace period) while I was being denied access prematurely, should not require payment in order to cure that discrepancy, since any payment, was still within the grace period, and also not yet subject to late fees at that time, on 5/31/24. Now, had I receive uninterrupted time, that fully satisfied my 5-day grace period, following the Bill Due Date, 05/26/24, (after 5/31/24, not before or during, but on 06/01/2024), only at this point, according to the same references, would I be subject to having that restriction placed on my unit, and Extra Space Storage, only at that point, would be within their right to do so. I cannot help today being 06/03/2024, but we all should agree upon when without cost.

  

  Business response

  06/03/2024

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

  Mr. ****** has been correctly denied access and charged per the terms of the lease, for late fees due for non payment of rent. We would like to acknowledge that the last payment made to Mr. ******'s account was on 4/30/24 which paid Mr. ******s account through the end of day 5/25/24. Rent next became due on 5/26/24 and remains unpaid. A late fee of $68.80 was correctly added to the account on 5/31/24, the 6th day of delinquency. (5/26 - day 1 of delinquency, 5/27 - day 2 of delinquency, 5/28 - day 3, 5/29 - day 4, 5/30 - day 5 end of grace period, 5/31 was the 6th day of delinquency, late fee applied and access denied)

  Pursuant to section 3 of 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."

  Upon review of the account, Mr. ****** attempted to gain access on 5/31 when the unit had already been overlocked due to non payment. Mr. ****** contacted the police department who arrived at the facility and explained to Mr ****** that this was a civil matter and not a police matter. As a gesture of goodwill to resolve the complaint, the staff agreed to allow Mr. ****** access on Monday 6/3, with the police present, to grab several important items which were medically needed for his wife. Access to all other items would need the bill to be paid in full, as per the lease. The local staff agreed to waive the $68.80 late fee as well, if Mr. ****** paid for the prorated amount of days he had occupied the unit so far for the new billing period. 

  For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and 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

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a storage unit from Life Storage and it was burglarized. I had insurance on it through the Storage company and I have not yet received anybody calling me to give me a claim number or let me know the status of my claim that I have filed with this company I have called them multiple times nobody can give me an answer and nobody has called me. The police were called to do an investigation. It’s ongoing right now. The police report was filed, but yet I cannot get in touch nor have anybody call me from ExtraSpace Storage about this incident to see how my claim is being handled for the loss.

  

  Business response

  06/03/2024

  Extra Space Storage would like to thank Mr. ***** 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.
  

  While we are glad that Mr. ***** 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 Mr. ***** to continue working with his claims adjustor towards compensation. Additionally, Mr. ***** can email [email protected] for additional assistance with his claim’s questions. Mr. ***** can also go the website at www.cppclaims.com to file and view his claim.

  Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. Mr. ***** is also welcomed to reach out to our customer service department at 1-888-STORAGE to be put in contact with the District Manager if he wishes to discuss his account further. Thank you.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, my name is ****** *****. I live in Knoxville, TN, and I rent at the storage facility on Western Ave. I've been a loyal customer with Extra Space Storage for 3 or 4 years. The experience I have had has been horrible. This has been my 3rd time moving into a different unit since I have been there. When you guys go up on the price, I don't complain. I just pay. The first time, I had to move into a different unit due to roaches. The second time I had to move was due to mice infestation and mice droppings. Third time mice droppings again. This is ridiculous. Your company expects me to continue to pay over 100 bucks, and I've dealt with these ongoing issues. A 3 month promotion is not good enough for mice infestation. Some of the items that were ruined cannot be replaced.

  

  Business response

  05/03/2024

  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 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 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 the insurance and they are two separate charges. We would like to acknowledge that Ms. ***** declared value of her property stored at $2,000 but elected the $3000 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 *****************, 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. Thank you.

  Customer response

  05/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Customer response

  05/08/2024

  I have reached out on social media trying to  contact corporate about this issue. I was told someone from  corporate would contact me back in 48-72 still nothing and a week has passed.  Company lied and stated that they have pest control on site. That's a total lie. They only put down mice packs the facility supervisor did that not pest control. Ridiculous. I have never kept food in my storage. I've only kept clothing and holiday decor in my unit as I stated before. All this company cares about is money and raising storage unit prices. I had items that cannot be replaced. I have filed a claim I have not heard anything back from the insurance  company. They are horrible just like Extra Space Storage. They showed no empathy for my situation. You would think by this being a continuous issues that they would care more,but they do not.

  

  Business response

  05/09/2024

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

  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. 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 the insurance and they are two separate charges. We would like to acknowledge that Ms. ***** declared value of her property stored at $2,000 but elected the $3000 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 *****************, 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. Thank you.

  Customer response

  05/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: This has been an ongoing issue.
  
  Sincerely,
  
  ****** *****

  

  Business response

  05/10/2024

  Extra Space Storage would like to thank Ms. ***** for reaching out. As previously stated, 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 as stated in the lease agreement terms previously provided. 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 *****************, 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. Thank you.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  #1) Began a rental agreement with this facility late Feb of this year (2024) online for a 10x25’ unit at a rate total of $235 all fees included. After renting the unit online, I measured the unit which was not as advertised and actual size was 9.5’x23’ for a total of 218.5 square feet. Not the 250 sq ft advertised. I brought this to the attendants attention immediately who stated they would see about a discount since it wasn’t what I believed to be renting online beforehand. I should receive a discount equal to the % of space difference. Every square foot matters when paying for storage. Bait and switch. #2) At the end of my second month (today April 30th, 2024) going into my 3rd month May, I go into the office to ask about the discount and to pay my unit up for the rest of the year (through Dec 2024). The 2nd month (march) had been on autopay so never went to facility and assumed my discount would be applied to fees once we came to an agreement. I was then notified by store manager Arnold Andrade, they were INCREASING my rent by a ridiculous 35%! That May rent had been already been charged to my card and the increase would start at the end of May for June. I never received ANY type of notice as required by CO law. At this point I began recording with my phone for documentation. When I made manager aware of the law he claimed one had been sent out April 17th. False. I live 3 blocks from facility and receive emails from the USPS every day with pictures of the mail coming to our home. NO notice was ever received and I have usps proof. On top of not receiving a discount for the false advertising of storage size, they are trying to RAISE the rent 35%!?! THIRTY FIVE PERCENT! From roughly $235 up to almost $318. FAR above the 5-10% average raise in CO but also under illegal requirement of 30 days notice. Not only is this illegal, it is down right price gouging and preadatory business practices. Especially towards long-term, auto paying customers trying to pay yearly?

  

  Business response

  05/01/2024

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

  Extra Space advises all customers that space sizes are approximates on both the website and in the lease agreement. Pursuant to the first page of the lease agreement signed by Mr. ****** " CUSTOMER HAS EXAMINED THE SPACE AND FACILITY AND ACCEPTS THEM "AS IS." Customer acknowledges and agrees the measurements noted for the Facility and the spaces located thereon are an approximation only, do not refer to usable space and that the size of the Facility and any referenced sizes are approximate, given for illustration only and may vary materially. Spaces may be smaller or larger than advertised. Spaces are not rented on a square foot basis and rent is not based on square foot measurements."

  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. Parker 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 42 on the lease states “As part of your agreement to rent, you may have received an initial rental discount. Your monthly rental charge is $215.00 as compared to the suggested rental rate of $335.00 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. The rate change notice was mailed on 4/17/24 notifying Mr. ****** that as of 5/27/24, the new rent rate would be $295, not including insurance selection at time of rental or state tax. Extra Space cannot control the speed or reliability of the USPS and would advise Mr. ****** to speak with his local post master regarding any mail not received not at his residence. Upon review of the account, Mr. ****** spoke to the local team and admitted that he had failed to update his Extra Space account with his new address which would therefore cause the notices to go to the wrong address.

  Pursuant to section 31 of the lease "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 electronic 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."

  Extra Space Storage would like to acknowledge that as a gesture of goodwill, on 4/30/24, the store team reduced the rent on Mr. ******'s unit from the planned $295 down to $235, as a one time courtesy 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 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 at ###-###-#### or customer service at 1-888-STORAGE to be put in contact with a member of the District Team. Negotiations may only be made through one of these two options, thank you.

  Customer response

  05/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  After reading response and speaking with the new manager at the facility today I have discovered what the problem was which is being overlooked.

  A) I know I accepted the unit even though it was falsely advertised. Although that doesn’t bode well with reviews, that’s not my primary complaint.

  B) After speaking with the manager today and forcing him to look further into this as he obviously wasn’t going to do his job on his own, the following facts came to light.

  1) When I first rented the unit, a brand new woman had just begun and was there by herself. She was having a hard time with your system and couldn’t get my payment to go through. After an hour of my time and several attempts, I figured out it was because she had an old address on file from 2014 when I had rented a unit from “extraspace”. I informed her to update my address as I had already updated it with my bank/cc. Sure enough, she updated address and payment went through. This can also be confirmed by the fact I put payments on autopay and the 2nd month, which was just paid 3 days ago, also went through. So evidence of the address update cannot be disputed.

  2) When explaining to the manager that I had proof from usps that I never received a notice of rate increase, he checked the mailing address and it was still my old address from 2014. The new woman who originally done my paperwork had updated my billing but failed to update my mailing as well. Assuming without proof that a rate increase was actually mailed, it would have went to an old address due to this new woman’s clerical error. Not mine nor can I be held liable when I updated in person, in office, at original start of rental agreement.

  3) From a legal standpoint, I have done everything required of me. However from the same legal standpoint, your office girl dropped the ball and an increase in rent at this time is unlawful. Even when I went into the office and first discovered there was going to be an increase, yesterday Tuesday April 30th which I documented, it is still less than the required 30 days notice until my next charge for June rent which will be due May 27th. 
  
  4) I understand exactly what you’re allowed to do and not do per Colorado as I have rented, sold, bought through 100’s of auctions, storage units for the last 34 years as an adult. So I’m not even remotely new to this. My other complaints was 1) the size was misrepresented, 2) when beginning my rental agreement the new girl was left on her own and waisted a great deal of my time due to her being untrained for her position (which now we are learning by just how much with failing to update the entire system of address change) 3) Even after that first payment went through, she couldn’t get the gate code to work properly and I had no use of a unit I had already paid for, for 2 days until the then manager fixed it.

  None of these issues am I seeking to be made financially whole again. I am simply bringing to light issue after issue with this facility after barely 60 days as a new customer. My complaint is trying to raise my rent outside of terms the law allows. What I am seeking to be made whole again is my rate to be within the confines of Colorado law. You cannot enforce any rate increase at this time.

  I am a very reasonable man and as I said, have been in the storage unit game for 34 years. Since I was 18. Feel free to call “stor-n-lock” in Henderson, Co. Get a customer reference on me. I moved my unit from there to the extra space unit to be closer to my new home. I rented from them for 8 years. Paid far ahead and on autopay in the event something happened to me. A perfect customer for your business. Exactly what I was trying to do in this case which is why I went into the office yesterday when I first discovered this mess. To pay them the entirety of 2024 rents. Upfront and securing that unit was of no worry of turnover for the rest of the year and still having payments on autopay in the event anything happened to me.

  I hope this clears things up for you and this situation is made right, by law, without any further escalation and my business with ExtraSpace continues.

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

  

  Business response

  05/03/2024

  Extra Space Storage would like to thank Mr. ****** for reaching out.
  
  Extra Space stands by our previous replies regarding the legality of the rate increase. 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. The rate change notice was mailed on 4/17/24 notifying Mr. ****** that as of 5/27/24, the new rent rate would be $295, not including insurance selection at time of rental or state tax.

  Pursuant to section 31 of the lease "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 electronic 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."

  As stated in the lease, customers must update their address in writing. Upon review of the account, there is no signed form or email from Mr. ****** stating in writing that his address had changed. Unless Mr. ****** is able to produce such a document, Extra Space has no record of the address change. Therefore, as stated above, the failure of the customer to properly update their address constitutes a waiver of any defense based on failure to receive any notice. We understand that Mr. ****** had several issues with the staff when first completing the rental. We do apologize that Mr. ****** was not happy with his most recent experience and we've forwarded this feedback to the right team for future development. Any actions with the staff would be confidential and not released to the public.

  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. 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 at ###-###-#### or customer service at 1-888-STORAGE to be put in contact with a member of the District Team. Negotiations may only be made through one of these two options, thank you.

  Customer response

  05/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The evidence and proof that my new address was given at the very beginning of rental agreement is undeniable. Further proof and evidence will be provided to proper legal entities for escalation. You are aware of the evidence and proof that new address was given but want to stand by your unlawful act. Understood and documented. 

  i am thoroughly appalled at the lack of accountability for your employees oversight on such a minor issue. However, in all the decades I have been a customer of various storage facilities and never having one tenth of the issues I’ve had with this facility in 60 days time, your corporate response doesn’t surprise me at this point.

  Furthermore I have personally witnessed several building, safety and health code violations within the structures of this facility.
  As a building inspector in the state of Colorado myself, I believe these violations will need addressed as they pose a serious hazard to public, tenants and employees. 

  I will take my business elsewhere and escalate this matter through all the proper channels with evidence as necessary. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  04/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/23/24, I reserved a 10x5 storage unit on Life Storage's website at a rate of $54/mo, with a move-in date of 4/29/24. I received a confirmation email detailing the reservation at Life storage at **** * ******* ***, Lakewood, CO 80232. The website explicitly states that reserving a unit "Locks in your rate & holds your space" and allows completion of the rental process online, over the phone, or in person. On 4/27/24, I confirmed the details with Janelle from the facility over the phone, who assured me that the process could be completed in person on the move-in date. Upon arrival on 4/29/24, at 5:00 pm, Janelle informed me that the price had increased to $90/mo, despite my confirmed reservation at $54/mo. The justification given was that only one unit remained, but my reserved unit existed. I insisted that they honor my reservation at $54/mo. A phone call was made to attempt to resolve the issue, but it was unsuccessful. Then manager, Carl (i believe), was called, & I spoke with him. He offered to change the rate to $54/mo & credit my account the difference if I agreed to the $90/mo rate initially. However, he refused to put this offer in writing & later changed his tone to "we could do this." When I pressed for clarification, he stated that he could submit a price change request but had no authority to guarantee approval despite having made the offer. I argued that making a verbal offer is binding & the inability to honor it was deceptive. Carl became rude & snarky, and when I mentioned the legality of their actions being bait & switch, they refused to rent to me altogether. When I asked for a reason, I was told to leave at 5:35 pm. I was left with a car full of goods & forced to find alternative storage. I was also denied at an Extra Storage due to Life Storage's actions & was told any mention of legal gets you banned. Their deceptive practices have now fallen on me as a consequence in which I'm now paying more for storage.

  

  Business response

  05/01/2024

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

  Ms. ********* received a reservation confirmation email from Extra Space which stated the limited availability of her reserved space. This can be seen in the screenshot provided by the customer. The email states "Due to limited availability, this unit is available on a first come first serve basis." Anytime the last unit is reserved of a certain type, the facility will rent the unit to the first customer who wants it, per Extra Space policy. 

  Ms. ********* was also sent 2 Reservation Reminders which re-iterated the limited availability. These reminder emails stated "Because this is a high demand unit, we have limited availability. To secure your unit, complete your lease online before your move in date." As such, Ms. ********* was notified in writing multiple times of the limited availability and that she would need to take action to secure the rental. Verbal offers are in no way binding.

  We do apologize that Ms. ********* was not happy with her most recent experience with the staff, as they should have repeated the information in the Reservation Emails regarding the first come, first serve status of the reservation. We've forwarded this feedback to the right team for future development. Ms. ********* is also welcome to reach out to our customer service department at 1-888-STORAGE to be put in contact with a member of the District Team if she wishes to discuss any future rentals. Thank you

  Customer response

  05/01/2024

  Complaint: ********
  
  I am rejecting the response provided due to the following reasons:
  
  Despite understanding the first-come, first-served policy and limited availability, the storage unit I reserved (10x5) was indeed available upon my arrival on April 29, 2024, and remains available at the time of writing this complaint. Furthermore, I was explicitly told by Janelle, an employee of Life Storage, that the rental process could be completed in person on the move-in date, which I attempted to do.
  
  The primary point of contention is the advertised "locked-in" rate of $54 per month for the reserved unit, which was not honored despite the unit's availability. 
  
  Under Colorado law, verbal contracts are enforceable, and most states recognize verbal offers as binding. In fact, I have personally received settlement for guarantees made to me verbally in the past. 
  
  Sincerely,
  ***** *********
  

  

  Business response

  05/03/2024

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

  As previously stated, Ms. ********* was notified in writing multiple times of the limited availability and that she would need to take action to secure the rental. Verbal offers are in no way binding. We've forwarded Ms. ********* feedback regarding the staff and her experience trying to rent to the right team for future development. Personnel records are private and any action taken with employees would not be disclosed publicly. We have also passed on the feedback to the web team regarding the confusion of the reservation status. They will review the online content presented to the customer.

  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. Ms. ********* is also welcome to reach out to our customer service department at 1-888-STORAGE to be put in contact with a member of the District Team if she wishes to discuss any future rentals. Thank you

  Customer response

  05/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: Again, the unit with my "size and features" WAS available upon arrival where I was going to complete the reservation in person which is an option clearly specified in your emails, as is the "locked in rate". 

  Can you please specify to both myself and the BBB the justification of trying to charge $90 for the same exact unit your systems have created a reservation for me at a locked in rate of $54. 

  Limited availability would be applicable if that size unit with those features was no longer available and had sold out and that and only that would fall on me as having not signed up in advance. However, the unit WAS available, but now offered to me a higher rate and you were not honoring the locked-in rate. If the rate is not locked in,  don't advertise it as such and dont include it in writing in an email confirmation. 

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

  

  Business response

  05/03/2024

  Extra Space appreciates Ms. ********* reaching out.

  As previously stated, Ms. ********* was notified in writing multiple times of the limited availability and that she would need to take action to secure the rental. Verbal offers are in no way binding. We have passed on the feedback to the web team regarding the customer's confusion of the reservation status. They will review the online content presented to the customer.
  

  Upon further review of teh incident in the store, the store team declined to rent to Ms. ********* after she became aggressive and verbally harrassed the staff due to the confusion with her reservation. Extra Space reserves the right to not rent to any customer. The police were called to forcibly remove Ms. ********* from the premises. Extra Space will not be renting any units to Ms. ********* due to this incident.

  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. Thank you

• Initial Complaint

  04/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today is 4/27/24. My bank statement shows that I have autorized an aautomatic withdrawal payment of $300.82 to be debited from my account for the EXTRA SPACE STORAGE company. I rent space #*** at a location that used to be LIFE STORAGE but was bought out by Extra Space Storage about 4 months ago, possibly slightly earlier. My rent was around $225/month in January 2024 and was what I agreed to. In March my rent was increased to about $263. which I didn't agree to and was not notified of ahead of time. Now it is suddenly increased to about $300., again with no prior notification and WITHOUT MY PERMISSION. This is called STEALING and certain persons with Extra Space Storage should be held accountable and should pay me back as well as anyone else that they are are taking money from without consumer's permission.

  

  Business response

  04/29/2024

  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. 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. The rate change notice was mailed on 2/16/24 notifying Mr. ******* that as of 3/29/24, the new rent rate would be $260, 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 4/29/24, the District Team reduced Mr. ******* rent down to $240, not including insurance or tax, a one time courtesy 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 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 at ###-###-#### or customer service at 1-888-STORAGE to be put in contact with a member of the District Team. Negotiations may only be made through one of these two options, thank you.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My partner leased a unit at the facility on **** *** Miami fl. Unfortunately, he passed away a couple of months ago. After his passing , someone allowed his son to not only add himself to have acess but also dictate who's allowed to enter the unit. All this without any court ordered documents. I went and showed the manger there a copy of the death certificate, he then proceeds to check to see if the document was legit. He then stated that anyone can go and get a death certificate. He also accused me of doing a charge back on the account. I felt violated and also offened. To openly accuse me if something I didn't do was hurtful. He then proceeds to tell me I can't enter the unit without the consent of the son ( who again, has no court order or legit legal documents) I was personally humiliated and embarrassed to be accused and spoken to like an animal off the stree. The lease agreement states that anyone who has the access code and unit number can enter the unit. He told me loudly that he's siding with the son which I believe was very unprofessional.

  

  Business response

  04/29/2024

  Extra Space Storage would like to thank Ms. * for reaching out. Unfortunately, we are not able to disclose any account information with anyone other than the lease holder with our company. We would advise Ms. * to contact customer service at 1-888-STORAGE to be put in contact with a member of the District Team to discuss this matter further. We will not be able to discuss the details of another person's account through this BBB system. Thank you.

*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. ↩