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
- 815 total complaints in the last 3 years.
- 63 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:01/18/2025
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 husband discovered on 12/6/2024 that our storage unit had obviously become infested with rats. He immediately contacted the Office Mgr, Richelle, to advise what was found. She claimed to have no knowledge of this. On 12/14/2024 we visited the property together to take a look at the unit and our items. The Office Mgr was not available at this time, so we spoke with the Front Desk personnel available at that time and explained the situation. I asked for guidance on how to handle this situation with them. The person we spoke to advised we would need to file a claim after assessing the damage and go from there. This person also advised us that: there was a rat problem in the building due to a grocery store shutting down near the area; these rats had also moved into other local businesses; Extra Space Storage had even found a dead rat under one of the elevators; Extra Space Storage had EcoLab coming out to try to remediate the issue. In trying to determine what we could salvage, I asked this company if they could support us by providing a transitional unit for 1 month when I contacted their call center. We were contacted by a Kristine (District Lead) who was not at all helpful or empathetic and even decided to ask me “well what if you had rats in your home?” after I explained how them giving us only 48 hours with a transitional unit was not enough time, especially due to upcoming travel and holidays. I also explained how I have an autoimmune disease and rats carry diseases so my husband would have to work alone to clear the unit, still Kristine was nasty and would not budge. I immediately contacted the call center again, requesting yet again to speak to someone at the corporate level. They advised a field agent would call. We spoke with a Joy on 12/27 with the district team. She eventually said she’d provide us a transitional unit for 2 weeks but would call us back in a few days (due to the holidays). To date, we are still waiting to hear back and still being charged!
Business Response
Date: 01/20/2025
Extra Space Storage would like to thank Ms. Coleman 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. Coleman please confirm the full name and account number associated with the rental? We also need the exact address of the location where Ms. Coleman's belongings were being stored. Once we are given additional information we will respond accordingly. Thank you.Customer Answer
Date: 01/23/2025
Complaint: 22829053
I am rejecting this response because:
the business has requested additional personal information which cannot be shared in this response due to the disclaimer below from the BBB. I provided account #2********* along with my contact info in the complaint. Is the business unable to locate info using the account number or initiate contact via the info I provided?“Please note the text of your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information in your response.”
Sincerely,
Janay ColemanBusiness Response
Date: 01/27/2025
Extra Space Storage would like to thank Ms. Coleman for providing the account number so that we could locate the account.
Unfortunately, we are not able to disclose any account information with anyone other than the lease holder with our company. Extra Space Storage is more than willing to discuss any issues with Mr. Rickey Coleman , as they are the lease holder and primary on the account. We would advise Mr. Coleman to contact the local rental office or customer service at 1-888-STORAGE to be put in contact with a member of the District Team.
Thank you.
Initial Complaint
Date:01/15/2025
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 was behind on my storage payment and the day they were going to auction I dropped off a check in the morning and had to go to work I got a phone call from them saying that they couldn't accept my check because it was written out wrong but they do accept checks the amount was right and the name was right on the check. So I proceeded to ask him if I could bring down anotherOne I was told that I could not come down and pay it anymore it was out of their hands cuz it was up for auction I thought the law stated that I can pay it up until the person who bought the stuff from the auction paid it but I was told no I could notBusiness Response
Date: 01/15/2025
Extra Space Storage would like to thank Mr. ****** for reaching out. We understand the frustration and hope to clarify.
Extra Space properly followed the self-storage statute for the state of CA to sell this unit, including sending notices to Mr. ******. We would like to acknowledge that the last full payment made on Mr. ******'s unit was on 11/1/24. Rent became due again on 11/4/24 and remained unpaid, therefore fees accrued per the lease agreement and the unit progressed through the foreclosure process.
Checks are NOT an acceptable form of payment when a unit is in foreclosure. Pursuant to the CA lease agreement, "If Customer does not pay the Monthly Rental Charge by the 10th day following Customer's Paid Through Date, Customer shall pay a late fee of $10.00 for Monthly Rental Charges $60.00 or less, $15.00 for Monthly Rental Charges between $60.01 and $100.00, or the greater of $20.00 or 15% of Monthly Rental Charges over $100.00. Operator may charge a late fee for each month Customer fails to pay the Monthly Rental Charge by the 10th day following the Paid Through Date. Late Fees will be assessed on or after the 11th day following Customer's current Paid Through Date. Any late fees incurred by Customer are a service charge and not a penalty......If at the close of business on the 30th day following the Customer’s current Paid Through Date, the Monthly Rental Charge or other charges still remain past due, a pre-foreclosure fee of $120.00 will be assessed and Customer must pay such amount by cash, credit card, or by certified funds. No personal/company checks will be accepted for past-due payments. It is agreed to and understood that partial payments made to cure a default for nonpayment of rent will not delay or stop foreclosure and sale of Customer's property. The tender of partial payments, if accepted, shall not serve to waive or avoid the legal effect of prior notices given to Customer. Only full payment on Customer's account prior to the published auction date will stop a scheduled sale of the property."
Phone calls were made to the phone number on file regarding Mr. ******'s account being past due. The Notice of Lien Letter was mailed to the address we have on file for Mr. ****** on 12/11/24. As such, Mr. ****** was legally notified of the auction date and time 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.
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. Thank youCustomer Answer
Date: 01/15/2025
Complaint: ********
I am rejecting this response because:
Sincerely,
***** ******I was told I could not come down and pay the balance buy one of the employees when the law states differently she told me it was not allowed "out of there hands" the law says I can come and pay up until the auctionee comes and pays for the unit
Initial Complaint
Date:01/07/2025
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.
I’ve had to move states (from TX to SC) due to ongoing medical issues. I have a small storage unit and since I’ve had the storage unit they increased the price with no explanation. I was originally paying $73 and it has since increased to $160. I also was told this was the smallest unit, which was also not true as there is a smaller one that would have been cheaper and fit my belongings. I am currently applying for disability due to a chronic illness (Lupus/SLE) and can not afford these payments. I also can not travel right now due to my illness and the cost as I can’t afford it. I have spoken to the management at this location and a customer service representative and the lowest they said they can do is $116 even though I was originally paying $73 in the first place. I have no options and I have medical documents I had to store there due to having to fly to the current state I’m in and I couldn’t take them with me or I would have and would have avoided this whole ordeal.Business Response
Date: 01/07/2025
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. Extra Space Storage is more than willing to discuss any issues with Ms. ****** ********, as they are the lease holder and primary on the account. We would advise Mrs. ******** to contact the local rental office or customer service at 1-888-STORAGE to be put in contact with a member of the District Team. Thank you.Initial Complaint
Date:01/07/2025
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.
I just rented this storage space 4 months ago for $ 189.00 and was told that I'd be informed if/when they were going to raise the rent. It was happened in the past when this company did not inform me prior to raising the rent and it just happened again today. They raised the rent 15.5% on a 10x20 space without notifying me via email OR mail. I verified that they had my correct address when I rented this space. I would like a readjustment back to the original price, because this isn't an ethical business practice and is NOT okay. On behalf of all storage unit customers, I'd like this fraudulent business practice to cease because Extra Space Storage is ripping customers off.Business Response
Date: 01/07/2025
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 3 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 39 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 $189 AS COMPARED TO THE SUGGESTED RENTAL RATE OF $317 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 11/24/24 notifying Ms. ******* that as of 1/05/25, the new rent rate would be $219, not including insurance selection at time of rental or state tax.
It is the responsibility of the customer to keep all contact info updated in order to receive notices. According to the rental agreement: "Customer shall notify Operator of any change in Customer's address or phone number within ten (10) days of the change. Such notifications shall be (a) by certified mail, return receipt requested, postage prepaid, (b) delivered in person at the Facility's rental office (c) sent from customer via e-mail so long as the change of address request originates from the e-mail address Operator has on file for Customer, including the e-mail address provided in this Agreement if applicable, or (d) made at ****************** 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."
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:01/05/2025
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 went to my storage unit Saturday, January 4, 2025 around 11:30 AM. Upon entry there was a very strong smell which ended up being the smell of rat feces and urine. It was all in my unit and on my boxes and containers. I had to trash quite a bit of items due to the strong urine smell and stain. I had no idea they had a rodent problem. For the size unit I have I am paying $132 and this is unacceptable. This needs to be addressed and some type of refund given along with treatment. I have been a long time customer and I’m very disappointed in this. The one box has glass in it and they chewed on it as well other bags and boxes.Business Response
Date: 01/06/2025
Extra Space Storage would like to thank Ms. **** for reaching out. We understand the frustration and hope to clarify. Extra Space Storage does have pest management controls in place, and we do our best to control pests, however, this is also a combined effort of all tenants to adhere to best practices that do not attract pests.
Extra Space does require customers to insure their property. The lease requires that tenants insure their belongings in case of circumstances beyond our control. If damage or loss occurs, It is the responsibility of the customer to contact their insurance company to file a claim.
According to the lease: "Customer shall maintain comprehensive insurance coverage of at least 100% of the actual cash value of all personal property stored in the Space against damage by water, fire, extended coverage perils, vandalism and burglary. To the extent Customer does not maintain insurance for the full value of the personal property stored, or fails to maintain insurance at all, Customer bears all risk of loss or damage."
As such, Ms. **** was required to maintain insurance for the full value of items in their unit in case of any damage and has accepted all risk of loss or damage. 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's personal property stored in the space or at the facility is not insured by the operator against loss or damage".
The lease also states "Operator is not a warehouseman engaged in the business of storing goods for hire, and no bailment is created by this agreement. Operator exercises neither care, custody, nor control over customer's stored property and all property stored within the space or at the facility by the customer shall be stored at the customer's sole risk."
We would advise Ms. **** to work with their personal insurance carrier and claims adjustor towards compensation. Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. Thank you.Initial Complaint
Date:01/04/2025
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 been through multiple management changes with my unit, and ever since extra space became the managers, they have been extremely unprofessional. This one woman in particular. I dont know her name but she ALWAYS comes up to me to tell me ive been at my unit for longer as they have a 2 hour, drive up and drop off or pick up policy. I had my door closed halfway and she knocked and when i said hold on (i had just gotten done with a job interview and was changing my clothes before dinner with family) she swung my door open and told me im not allowed to do that and she had a smirk on her face. Then she told me ive been here too long anyways and need to leave. I told her i pay for this unit every month i pay rent for it and never come to it. She said i dont care. I never signed any policy that agreed to this. And i never have experienced as many rent price raises as i have with them. They need to knock my rent back down if im not even allowed to be there. And i hope they will make it right.Business Response
Date: 01/06/2025
Extra Space Storage would like to thank Mrs. **** for reaching out. We understand the frustration and hope to clarify.
Section 12 of the CA lease states "Customer shall not use the Space for any unlawful purpose and expressly agrees not to use the Space for human or animal habitation."
Also per the lease "THE RULES AND REGULATIONS POSTED AT THE FACILITY, IF ANY, ARE BY REFERENCE MADE PART OF THIS AGREEMENT, which rules and regulations may be modified by Operator to assist with the operation, safety, and cleanliness of the Facility."
The storage facility is to be used strictly for storing items, dropping off or picking up items in storage. The units are not to be used as a changing area, sleeping area, work area or for any other usage. Loitering on the premises is not allowed. In review of Ms. ****'s account notes, Ms. **** has spent an inordinate amount of time at her unit and has attempted to keep the door closed while inside. Both of these practices are against store policy which is simply being enforced by the on site staff. The district team will continue to monitor all customer's activity on the property to ensure the rules are being followed.
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, "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. 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:01/04/2025
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 had my storage unit broken into and contacted the Store manager and the local police. I asked the store manager to review the cameras and give her a window of time of when the incident might have occurred based on when my google account was signed out on my laptop. She said she would do it when she got to it. I contacted the local police and ask if they could assist in the matter and she was unwilling to allow them intervene. I reached out to her numerous times and even requested to speak to the regional manager. At one point she called me to ask me for the other unit I have access to saying she had to do an audit on the units.I told her she needed to contact the owner of that unit to get that information. She then proceeded to obtain that information without contacting the owner of that unit. Later on i found out that she made up some fake audit story because she wanted to review the cameras to see if I took my items and put them in the other unit and then claimed theft. So basically instead of doing her job to help me retrieve my stolen items she basically discriminated against me and accused me. I still have not gotten any information from her and I have followed up several times.Business Response
Date: 01/06/2025
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.Customer Answer
Date: 01/06/2025
Complaint: ********
I am rejecting this response because they are requesting additional information.The name on the account is ****** ********, his phone number is ###-###-####. I am a listed person on the account. The extra space storage address is **** ****** ******, North Charleston, SC 29406
Sincerely,
****** ********Business Response
Date: 01/07/2025
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. Extra Space Storage is more than willing to discuss any issues with Mr. ********, as they are the lease holder and primary on the account. We would advise Mr. ******** to contact the local rental office or customer service at 1-888-STORAGE to be put in contact with a member of the District Team. Thank you.Initial Complaint
Date:01/03/2025
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.
Disappointing Security and Management Practices I am deeply disappointed and frustrated with my recent experience at this storage facility. My entire storage unit, filled with a valuable collection of sneakers, was stolen due to what appears to be gross negligence on the part of the management and a failure to provide adequate security measures. When I arrived at my unit, I found that the door to the storage area was broken, allowing anyone unrestricted access to the facility. A detective who investigated the theft confirmed that he had received a report earlier that week about the very door closest to my unit being broken. Which he has noted on my police report. Despite this, no steps were taken to repair the door or secure the area, leaving my belongings completely vulnerable. Adding to the negligence, the facility has no alarm system or video surveillance in place to deter or track criminal activity. I have video evidence that shows the door was not locked during this time, further highlighting the lack of care and attention to security. The circumstances strongly suggest that this may have been an inside job. It’s hard to believe that a theft of this scale could occur without some level of knowledge or assistance from someone with access to the facility. I trusted this facility to protect my belongings, and they failed completely. The lack of security measures, failure to act on reported issues, and overall disregard for their customers' property is unacceptable. I would not recommend this storage facility to anyone who values the safety of their belongings. If you are considering storing anything of value here, think twice. The management's failure to address clear security vulnerabilities has cost me thousands of dollars and irreplaceable items. Their lack of accountability and transparency in this matter is truly disappointing.Business Response
Date: 01/06/2025
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:01/02/2025
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 been paying over $300 a month for my storage unit for over a year and now within the last month my gate code does not work and there's a security guard at the gate who has a code that does work and won't let you in unless you have ID for the unit owner I can't have my wife go there I can't have any workers go there and if I forget my ID I can't get into my unit because my gate code no longer works this is totally unacceptable and the workers in the office tell me oh well I started off paying $240 a month and has done nothing but go up to well over $300 a month. I never signed in an agreement saying it was okay for my gate code did not work and have to have ID in order to get into my storage I want my money back and I didn't want money to move everything out of my storage to a different facility and there's no way to get a hold of anybody in corporate or hire up besides the people in the office at my facilityBusiness Response
Date: 01/06/2025
Extra Space Storage would like to thank Mr. ***** for reaching out. We understand the frustration and hope to clarify.
The location that Mr. ***** is renting at is currently experiencing gate software issues which prevent regular use of the gate by customers. Security has been posted on site in order to verify customer identities while the electronic gate system is down. This is a necessary precaution, without which we would have no access controls at the facility during this time. The new system should be completed in the next day or two.
As a courtesy the district manager has applied a $298.00 one-month credit to Mr. *****'s account.Thank you.
Initial Complaint
Date:12/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is the second time I have had issues with extra space storage regarding a payment plan. I have called about a month ago to set up a payment plan. I received no call back. I told them that an organization that helps disabled veterans would pay the storage in Feb. They did not escalate. When I called today, a man named Tony said he didn’t know who his regional was (who helped me before) and said a man named Kyle who is a district manager would assist. He said Kyle has instructed them to ask for more money for a down payment. A lot of my stuff from Iraq is in there as well as other items. I pay an absorbent amount of late fees because I cannot lose my items. Please assist. Thank you.Business Response
Date: 01/02/2025
Extra Space Storage would like to thank Ms. ******* for reaching out. We understand the frustration and hope to clarify.
Extra Space is properly following the self-storage statute for the state of VA to sell this unit, including sending notices to Ms. *******. We would like to acknowledge that the last payment made on Ms. *******'s unit was on 11/07/24. Rent became due again on 11/08/24 and remains unpaid, therefore fees have accrued per the lease agreement.
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 regarding Ms. *******'s account being past due. The Notice of Lien Letter was emailed to the address we have on file for Ms. ******* on 12/20/24 and shows as delivered to her mailbox successfully. As such, Ms. ******* was legally notified of the auction scheduled for her unit. We would like to acknowledge that auctions at Extra Space Storage are held online and are open to public. Once a unit is sold at auction the contents belong to the auction buyer. It is up to the discretion of the auction buyer if the items are to be returned.
Also per the lease, "CUSTOMER ACKNOWLEDGES AND AGREES THAT CUSTOMER'S PERSONAL PROPERTY STORED AT THE FACILITY WILL BE SUBJECT TO A CLAIM OF LIEN IN FAVOR OF OPERATOR FROM THE DATE THE MONTHLY RENTAL CHARGE AND OTHER CHARGES ARE DUE AND UNPAID, AND FOR EXPENSES REASONABLY INCURRED IN THE 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."
A review of the account shows that Ms. ******* has already spoken with the district manager on 12/31/24. The DM went over the Pay To Vacate and Payment schedule as options to assist in keeping items which had already been offered by the store manager. Ms. ******* stated they were interested in the payment schedule but needed to know more about VA policy changes and would have that information by 1.8.24. Ms ******* stated she would contact the DM regarding her ability to complete the payment schedule after that time. The DM informed the customer that we would need to find a solution prior to the auction date in order for the customer to retain items.
For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement as well as the state lien laws governing self-storage and therefore will not be able to stop the sale of the unit. We would advise Ms. ******* to continue working with the district to resolve her payment issues before the sale of the items. Thank you
Customer Answer
Date: 01/02/2025
Complaint: ********
I am rejecting this response because:While their policies are outlined I am rejecting the response due to discrimination. I told Tony a year ago that we needed some accommodations and he said they don’t exist.
Furthermore they called me once and I told them that I needed accommodations due to the disability of my husband. And they refused. I am not sure who provided this response however the DM left out alot of information. Particularly the accommodations request.
I did not want to go this route. However I have contacted the office of human rights as I have told extra space storage that we needed accommodations due to the veterans status as disabled. Since Extra space will not provide those accommodations Arlington Human Rights Division is in receipt of my complaint.
I understand their policies. However, there are also policies that protect people who otherwise are affected by things they cannot control. It is true I am waiting on veterans, however due to my husbands disability I had to pay over $1000 yesterday for medical. If veterans affairs doesn’t answer in a timely manner, Extra Space will continue to deny the accommodations that were requested and they will sell my items as they mentioned above. It is a very discriminatory act. BBB acts as a middle man. The state of Virginia can take over from here as Extra Space storage has already denied the accommodations by stating their policies again.
I wish things could’ve been solved with Kyle the DM however I see that they will not accommodate a disabled person and continue their discriminatory practices.
many veterans in the world who have served this country are successfully thriving despite their visible and invisible injuries. There are those of us who have been harmed far beyond what we should’ve sustained, and lose more than can ever be reciprocated.
For a large company like Extra Space Storage to not assist the nations wounded at their darkest hour is dehumanizing. And for them to put me through all of this to keep items from a war that could’ve collapsed the Nation…says a lot.
I will continue to reject this response. To deny disability accommodations is an act of discrimination.
Sincerely,
***** *******
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