Extra Space Management, Inc.

Extra Space Storage regrets this complaint has come to the Revdex.comAs a company we work hard to provide a place for our customers to store their belongings free from damage by the elements or other factorsRegardless of the effort and money we spend protecting our customer's items
including preventative pest control service, we do not guarantee the safety of our facility or the personal property stored by our customers Storage renter's insurance is offered to all of our customers, but it is their responsibility to make sure the coverage meets their needs For these reasons, we do not feel we are liable for the damage and will not reimburse the Complainant for any damage Nonetheless, if the Complainant agrees to complete and sign a release form, we are will to provide month's of free rent in her new storage unit as a gesture of our empathyThe section of the rental agreement Ms*** signed that references our policy is as listed:INSURANCE 13) Occupant 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 burglaryTo the extent Occupant does not maintain insurance for the full value of the personal property stored, Occupant shall be deemed to have "self-insured," and shall bear all risk of loss or damageOCCUPANT'S PERSONAL PROPERTY STORED IN THE SPACE OR THE PROJECT IS NOT INSURED BY THE OWNER AGAINST LOSS OR DAMAGEOccupant hereby releases Owner and Owner's Agents 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 Owner and Owner's Agents in connection with any damage which is or would be covered by any such insurance policy. LIMITATION OF OWNER'S LIABILITY AND INDEMNITY 14) THE OWNER IS NOT A WAREHOUSEMAN ENGAGED IN THE BUSINESS OF STORING GOODS FOR HIRE, AND NO BAILMENT IS CREATED BY THIS AGREEMENTTHE OWNER EXERCISES NEITHER CARE, CUSTODY, NOR CONTROL OVER THE OCCUPANT'S STORED PROPERTYALL PROPERTY STORED WITHIN THE SPACE OR ON THE PROPERTY BY THE OCCUPANT OR LOCATED AT THE FACILITY BY ANYONE SHALL BE STORED AT THE OCCUPANT'S SOLE RISKOwner and Owner's Agents shall not be liable to Occupant for any damage or loss to any person, Occupant or property stored in, on or about the Project, arising from any cause whatsoever, including, but not limited to, theft, fire, mysterious disappearance, mold, mildew, water, rain, rodents, insects, acts of God, partial or sole negligence or failure to act of Owner or Owner's Agents except for damage or loss resulting from Owner's fraud, willful injury or willful violation of lawOccupant shall indemnify and hold Owner and Owner's Agents harmless from any and all damage, loss, or expense arising out of or in connection with any damage to any person or property, occurring in, on or about the Project arising in any way out of Occupant's use of Project, even such damage or loss caused entirely or in part by the negligence of Owner or Owner’s AgentsOwner and Owner's agents and employees shall not be liable whatsoever to any extent to Occupant or Occupant's invitees, family, employees, agents or servants for any personal injury or death arising from Occupant's use of the storage space or premises from any cause whatsoever including, but not limited to, the active or passive acts or omissions or negligence of the Owner, Owner's agents, or employees

Complaint: ***
I am rejecting this response because: The refund needs to be processed IMMEDIATLEY and need not take 4-weeksIt's already been well over weeksI will have report the charge to my bank as fraudHave you seen my communication with your customer service and the lack of phone calls and responses in return??? And you consider that excellentWhat a jokeI wouldn't recommend your storage place to anyoneAnd no additional compensation or anything for making a customer go to these extremes to get a simple refund? Never have I seen a business do NOTHING for a customer when they have messed up this bad.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Its clear whoever is replying to these emails are just brushing over the issue just like the rest of Extra Space Storage. The statements made in the reply are completely false! I paid up to date and was not able to access my unit because I did not have a key to the lock that Extra Space Storage placed on my unit. I did not receive keys to my unit and when I asked for the proof of mailing (the tracking to the certified mail) I was told I would have to wait for them to find it, they then sent me the same thing that Was attached as the “proof of mailing” Only my name is listed, there is no circle stamp from the post office. CERTIFICATE OF MAILING, which is completely different that certified mail! A Certificate of mailing also needs to have the round date stamp by the post office it was sent by; it’s the rules to certificate of mailing via usps.com, there is no circle on that certificate of mailing, which makes it invalid and the keys were probably never mailed out. I actually have never received any keys each time they placed a lock on my unitWhen speaking to a district manager team member (I am still til this day waiting for the district manager to contact me as promised in days) on August 18, I personally requested that a combination lock be placed on my unit, and that is what was placed on, however this issue is in regards to the dates previous to August 18, where a non-combination lock was placed on my unit every time. I have also never received a notice sent to my address. And (this just showing how spineless the company is) knows that they have never sent a letter to my house, if you take a look at the letter that they have attached, labeled as “NOL letter”, is a letter that was sent to a *** *** with unit number 201, that is not me or my unit number. The reply states that the “rental office no longer accepts cash payments deposited in the mail slot” however the district team member Danielle M*** informed me that I am allowed to drop money in the drop box, it goes directly to the office and there are cameras there for my protection! Easy pay might be the preferred method of payment, however if a unit goes into foreclosure the only payment they accept is cash. Extra Space Storage attempts to make it extremely hard for a customer not to get foreclosed on, if I can get to the office during office hours, because I work the same times, I can’t make it online, how else would one pay? I dont understand how a company will keep running around circles instead of trying to admit the wrong and resolve the issues
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I have tried several times to get in touch with Tuck it Away Storage, to no avail My issue has to do with the balance that Extra Space Storage took over which I have been complaining about for several months I have tried to resolve issues with Tuck it Away for several years to no avail and now my account is with Extra Space StorageI dispute the way in which Tuck it Away calculated fees, auction fees, and other fees and also the way they accounted for balancesI have yet to hear from Tuck it Away Storage and have been trying to resolve this matter for some timeI was previously told by Extra Space Storage that my previous account with Tuck it Away is not their problem, however if they took the account over then aren't they responsible for knowing balances, and information for the last few yearsHappy to provide additional documentation
Sincerely,
*** ***

Extra Space Storage regrets this complaint has come to the Revdex.comAs a company we are committed to providing exceptional customer service at a professionally managed facilityA check is being expedited and will be sent to the address provided

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** This statement from Extra Space Storage is highly inaccurateThere are major discrepancies in this decision that Extra Space Storage has madeI am filing a complaint with the local Revdex.com, since I cannot access your Utah file from Louisiana
Thank you
*** ***

Extra Space Storage regrets this complaint has come to the Revdex.com. As a company we are committed to providing exceptional customer service at a professionally managed facility*** *** rented her storage unit on 1/16/and was paid through 2/15/Her monthly rent is
due on the 16thThis is all outlined in the lease signed by Ms*** OTHER CHARGES 8) In the event Occupant does not pay the Monthly Rental Charge by the 5th day following Occupant's current Paid Through Date, Occupant shall pay a Late Fee of $This Late Fee will be assessed on the 6th day following Occupant's current Paid Through DateIn the event Occupant does not pay the Monthly Rental Charge by the 15th day following Occupant's current Paid Through Date, Occupant shall pay an additional Late Fee of $This additional Late Fee will be assessed on the 16th day following Occupant's current Paid Through DateThe Late Fees are a service chargePartial payments will not be accepted, however, if a partial payment is accepted it will be at the sole discretion of the Owner and if accepted will first be applied to fees and service charges, then to Monthly Rental Charges, taxes and insurance The facility manager tried to explain the situation but the conversation was discontinued by Ms*** when she hung up the phoneExtra Space will not be refunding any fees, credits or discounts at this time

Extra Space Storage regrets this complaint has come to the Revdex.comAs a company we work hard to provide exceptional customer service at a professionally managed facilityThe unit is currently inaccessible due to safety concerns as a support beam between two units was struckThe
District Manager and Site Employees have expressed this to Ms***We are currently waiting for a new door to be delivered and the third party vendor has rush ordered the replacementWe ask for her continued corporation and patience

Extra Space Storage regrets this complaint has come to the Revdex.com. As a company we are committed to providing exceptional customer service at a professionally managed facilityThe District Manager, Mike F* has placed a $credit on *** ***’s account as a
one-time courtesyEasy Pay is the preferred method of payment and we encourage customers to keep a card on file as a backup to making their payments, prevent late fees and foreclosure status

Extra Space Storage regrets this complaint has come to the Revdex.comAs a company we are committed to providing exceptional customer service at a professionally managed facilityMs*** has discussed the matter with the District Manager Todd M*** and a credit of one months
rent has been applied to her accountWe consider this matter closed

Extra Space Storage regrets this complaint has come to the Revdex.comAs a company we are committed to providing exceptional customer service at a professionally managed facilityThe local facility has contacted *** *** and has asked that she provide documentation of the
overdraft feeWe ask that Ms*** work with the local facility to resolve this issue

Extra Space Storage empathizes with Ms*** situation, in regards to the lighting by her unitWe have created a customer service case for the District Manager to reach out to you directly to address your concernIf you have any further issues, please reach out to our call center so that a
customer case can be created and loggedThank you

Extra Space Storage understands Miss ***’s frustration with her move outExtra Space Storage takes precautionary measures and uses ECOLab preventative services for rodentsExtra Space Storage does not allow consumable products on the property but cannot stop all customers from bringing food or
drink onto the property at all timesAs described in the lease agreement, that both parties agreed and signed, Extra Space Storage is not a warehouseman and does not take liability for damage for things that are outside of its controlAll claims must be through the insurance provider and if your account was past due and a pay to vacate was offered to leave the space at a partial payment, it is likely that the insurance was canceled due to non paymentExtra Space Storage will not be compensating for loss as Extra Space offers bags, boxes, assistance cleaning, as well as, if possible, will take items and throw them away for the customerAll claims must be made through your insurance provider as Extra Space Storage is not an insurance company

We thank you for voicing your concerns and will relay your frustrations to the new management companyWe apologize if there was any miscommunication

Extra Space Storage regrets this complaint has come to the Revdex.comAs a company we work hard to provide exceptional customer service at a professionally managed facilityExtra Space Storage acknowledges the contents of the Complainant’s storage units were sold in accordance
self-storage lien laws due to lack of payment with notifications being mailed to the last known address of the customer before the contents of the unit are foreclosed onAs a gesture of good will, Extra Space has made several attempts to facilitate communication between the unit purchaser and *** *** to recover the requested itemsNumerous personal items were returned by the purchaser and *** *** was contacted immediately after and *** *** has since retrieved those itemsAs this is the desired outcome, we consider the matter closed

Extra Space Storage regrets this complaint has come to the Revdex.com. As a company we are committed to providing exceptional customer service at a professionally managed facilityAs a company we work hard to provide a place for our customers to store their belongings free from damage by the elements or other factorsRegardless of the effort and money we spend protecting our customer's items including preventative pest control service, we do not guarantee the safety of our facility or the personal property stored by our customers. Storage renter's insurance is offered to all of our customers, but it is their responsibility to make sure the coverage meets their needs. For these reasons, we do not feel we are liable for the damage and will not reimburse the Complainant for any damage

Extra Space Storage regrets this complaint has come to the Revdex.comAs a company we work hard to provide exceptional customer service at a professionally managed facility We empathize with Ms***'s situation and understand that everyone's items are important to themMs
*** gave a notice of intent to vacate for June When she did not vacate the site management team called once a month for the next months, leaving voicemails each timeAll phone calls made from the local site were made to the primary phone number on file ending in ***In November our legal department was notified of a change in Ms***'s legal situation that allowed us to begin to make collections calls againThe local management team called and left a voicemail every week thereafter until the date of auctionMs*** was days past due at the time of her auction, which took place on 1/12/Two different Notices of Lien were sent to Ms***'s *** ** address on 11/24/and 11/30/Unfortunately, the auction of Ms***'s items were due to nonpaymentAll legal requirements for notification were met

Extra Space Storage understands Mr***’s frustration and we hope to clarifyThe last payment made to the account was 11/28/and the account is now past due and at risk for foreclosureFees are assessed automatically when the account is past due after certain amounts of days past dueExtra Space Storage requires a form be signed in person for partial paymentsExtra Space Storage asks that Mr*** speaks with site staff to work out a pay-to-vacate agreement or pay the past due balance

Extra Space Storage regrets this complaint has come to the Revdex.comAs a company we work hard to provide exceptional customer service at a professionally managed facility*** *** and the District Manager have spoken and have come to a resolutionWe consider this matter
closed

Extra Space Storage regrets this complaint has come to the Revdex.com. As a company we are committed to providing exceptional customer service at a professionally managed facility*** * *** has been working with the local facility and the District Manager to help resolve
this situation