Extra Self Storage

It has been decided that we will issue a refund in the amount of $paid on ***'s account for the month of December This check will be mailed to [redacted] ***Should you have any other concerns or issues please feel free to contact usThe check will be mailed to Serina's address if that is ok.Sincerely, [redacted] ***

Dear ***,On December 8, Ms*** sent a child in to pay for her storage units and that of her boyfriend or husband *** ***She then came in and complained about ***'s unit being charge for insurance and a late feeShe was informed at that *** that the last *** she was in to pay
for the storage units she did not pay for the insurance and that since it was not her account that *** would have to come in and decline the insurance*** however never came in during the month of November to decline the insuranceOn December 8, *** was with *** as was upset and treatening legal action for fraudulently charging him for insuranceHe was informed that multiple letters were sent to his address on file, informing him of the new insurance policy and to contact us to either accept or decline the insurance*** stated he never received the letters, this was due to the fact that he did not update his account with a new address*** has failed to update his address, but has declined the storage insuranceWe offered to credit back the months of insurance for $on ***'s account and he said noThe late fees for November on all accounts remained because rent is due on the 1st of every month and we hive a day grace period, so all tents have until the 10th to pay with no late fee assessed, on the 11th day a $late fee was assessed The late fee scheduled is posted and each tenant is given a copy and given a explanation of all charges and the dates the charges will be charges to their account. On ***'s contract that he signed states, "Occupant agrees to abide by all rules and policies that are posted and are now in effect or that may be put into effect in the future." Insurance was a new addition to our company this year to help protect our tenant's belongings and letters for this were mailed to all tenants they were informed to contact us in regards to this new additionAlso on ***'s contract states, "Occupants must supply any change of address or change of telephone number in writing to the Owner within one (1) week of said change."Should you have any further questions or concerns please feel free contact me.Sincerely, *** ***

I am rejecting this response because: First, it was not a 'child' but a teenager sent inShe came back and I saw a late feeSo came in myselfI have given your company THOUSANDS of dollars, paid in advanced, and only been late timefor YEARS!! and you used your shady contract to take advantage of meA refund was REFUSED not offered, why would I be mad if a refund was offered? That makes absolutely no sense and is a LIEI also have reported your company to EPA for cockroach infestation of all my units I pulled and have documentationunless some how after our incident it only happened to my units? If notthe issue is a health concernas is all the reviews online saying you also have a rat infestation and allow people to live in the unitsHoping maybe Revdex.com can help sort out these issues alsoThere really is no way to resolve this because you have your loophole in your contract to be able to mistreat loyal customers of yearsGreat business ethicsand thanks for the infestation!! Hopefully it can be prevented with your other customers!

It has been decided that we will issue a refund in the amount of $68.00 paid on [redacted]'s account for the month of December 2015. This check will be mailed to [redacted]. Should you have any other concerns or issues please feel free to contact us. The check will be mailed to Serina's address if that is ok.Sincerely, [redacted]

Review: This storage facility has nowhere in there contract I signed that they without my permission could start charging me $9 a month per unit for insurance. I disputed it the month before over the phone and they said not to pay it and to come in the next month to take it off. When I came in the next month they said I was a late pay on that $9 and proceeded to charge me an additional $10 on that in total of $19.. not included the previous months they charged me for insurance WITHOUT my consent. The front office [redacted] and [redacted] (General Manager) said they would not make things right or refund. I want their contract and business practices looked into because I believe they are committing FRAUD on a lot of people and it is NOT ok!!Desired Settlement: Fraud charges/changes to contract/refund for fraudulent charges to myself and others.

Business

Response:

Dear [redacted],On December 8, 2015 Ms. [redacted] sent a child in to pay for her 2 storage units and that of her boyfriend or husband [redacted]. She then came in and complained about [redacted]'s unit being charge for insurance and a late fee. She was informed at that [redacted] that the last [redacted] she was in to pay for the storage units she did not pay for the insurance and that since it was not her account that [redacted] would have to come in and decline the insurance. [redacted] however never came in during the month of November to decline the insurance. On December 8, 2015 [redacted] was with [redacted] as was upset and treatening legal action for fraudulently charging him for insurance. He was informed that multiple letters were sent to his address on file, informing him of the new insurance policy and to contact us to either accept or decline the insurance. [redacted] stated he never received the letters, this was due to the fact that he did not update his account with a new address. [redacted] has failed to update his address, but has declined the storage insurance. We offered to credit back the 2 months of insurance for $18.00 on [redacted]'s account and he said no. The late fees for November on all 3 accounts remained because rent is due on the 1st of every month and we hive a 10 day grace period, so all tents have until the 10th to pay with no late fee assessed, on the 11th day a $10 late fee was assessed. The late fee scheduled is posted and each tenant is given a copy and given a explanation of all charges and the dates the charges will be charges to their account. On [redacted]'s contract that he signed states, "Occupant agrees to abide by all rules and policies that are posted and are now in effect or that may be put into effect in the future." Insurance was a new addition to our company this year to help protect our tenant's belongings and letters for this were mailed to all tenants they were informed to contact us in regards to this new addition. Also on [redacted]'s contract states, "Occupants must supply any change of address or change of telephone number in writing to the Owner within one (1) week of said change."Should you have any further questions or concerns please feel free contact me.Sincerely, [redacted]

Consumer

Response:

I am rejecting this response because: First, it was not a 'child' but a teenager sent in. She came back and I saw a late fee. So came in myself. I have given your company THOUSANDS of dollars, paid in advanced, and only been late 1 time... for YEARS!! and you used your shady contract to take advantage of me. A refund was REFUSED not offered, why would I be mad if a refund was offered? That makes absolutely no sense and is a LIE. I also have reported your company to EPA for cockroach infestation of all my units I pulled and have documentation... unless some how after our incident it only happened to my units? If not.. the issue is a health concern.. as is all the reviews online saying you also have a rat infestation and allow people to live in the units. Hoping maybe Revdex.com can help sort out these issues also. There really is no way to resolve this because you have your loophole in your contract to be able to mistreat loyal customers of years. Great business ethics... and thanks for the infestation!! Hopefully it can be prevented with your other customers!

Business

Response:

It has been decided that we will issue a refund in the amount of $68.00 paid on [redacted]'s account for the month of December 2015. This check will be mailed to [redacted]. Should you have any other concerns or issues please feel free to contact us. The check will be mailed to Serina's address if that is ok.Sincerely, [redacted]

Review: After renting month to month for a 10x10 storage unit from Extra Storage for almost 5 years, I cleared out my unit, and submitted my written notice of immediate vacancy prior to the start of the next renewal period. Living out of state, I have always pre-paid the rent well before it's due date. However, due to significant damage to my property because of a faulty door seal on my unit, which I complained about multiple times with no solution offered to fix it, I vacated the unit in October 2013. As my pre-paid rent was expiring as of 10/31/13, I had mailed a check (#1972) in the amount of $330 on 10/8 to cover Nov '13 -April '14 rent. This check was cashed by Extra Storage, immediately upon receipt, however, although the management has conceded that I am due a full refund, they have not, and will not send it to me to date.

Desired Settlement: DesiredSettlementID: Refund

Full refund requested of payment made for a unit that I canceled prior to the start of the period in which the payment was made to cover (ie: November 2013 - April 2014). Full refund amount is $330.00.

Business

Response:

Final Consumer Response

This case has been resolved as payment was received (see attached).

Many Thanks,