Extra Space Management, Inc.

Extra Space Storage would like to clear the air in this matter with Mr. [redacted]. Mr. [redacted] was caught breaking the lease agreement several times and warned to follow the rules. When confronted, Mr. [redacted] became aggressive toward the store staff. Mr. [redacted] has come up to store staff, on at...

least three occasions acting inappropriately. Mr. [redacted] came in the office and threatened the store staff. Access to the unit may be restricted for violating the lease agreement, which was signed and agreed to by both parties. “Customer shall have access to the Space and the Facility only during such hours and days as are regularly posted at the Facility, which are subject to change by Operator. If Monthly Rental Charges or other charges remain unpaid for five (5) days following the Monthly Due Date, unless otherwise prohibited by law, Operator may restrict or deny Customer's access to the Space and/or Facility. If Customer is renting more than one Space at any given time, default on one rented Space shall constitute default on all rented Spaces, entitling Operator to deny access to Customer on all rented Spaces. Customer shall provide one lock for the rental Space sufficient to secure Customer's personal property. Customer shall not provide Operator or Operator's agents, authorized representatives and employees (collectively "Operator’s Agents") with a key to Customer's lock. Customer grants Operator and Operator's Agents or any governmental authority access to the Space: a) upon three (3) days prior written notice, b) upon default of the Agreement by Customer for thirty (30) days, c) in emergency circumstances (defined as imminent injury to persons or property), or d) as required by law. If Customer fails to grant access, Operator, Operator's Agents or the agents of any governmental authority shall have the right to remove Customer's lock and enter the Space to examine the contents, to make repairs or alterations, to take reasonable steps to preserve the Space, to comply with the law, or to enforce Operator's rights; including the right to relocate Customer’s belongings if necessary. Customer shall safeguard any property stored at the Facility. It is Customer's sole responsibility as to those persons who are given access to Customer's Space and Operator shall not be liable for anyone other than Customer entering the Space unless by Operator’s gross negligence.” (Extra Space Storage Lease Agreement. 2017. Sections 7-10). “Customer shall not make or allow any alterations to the Space. Customer agrees that the Space and Facility shall be used solely for the storage of personal property. Customer shall not loiter about the Facility, spend excessive or unnecessary time in or around the Space or interfere with the use of the Facility by other customers of Operator. Customer shall not use the Space for any unlawful purpose and expressly agrees not to use the Space for human or animal habitation. Customer shall not store in the Space or at the Facility anything to which any other person or business has right, title, or interest. Customer represents and warrants that there are NO LIENS OTHER THAN OPERATOR'S LIEN UPON THE PROPERTY STORED. A Lienholders Addendum to this Agreement must be completed if there are any lienholders on any stored property and for each stored vehicle, absent which such vehicle will be deemed unauthorized and be subject to removal from the Space and Facility. The storage of food and any perishable goods is strictly prohibited. The use of electricity in the Space is strictly prohibited unless agreed upon in writing by Operator. IT IS SPECIFICALLY UNDERSTOOD AND AGREED THAT CUSTOMER SHALL NOT STORE OR USE IN THE SPACE OR AT THE FACILITY ANY HAZARDOUS OR TOXIC MATERIALS OR ANY INHERENTLY DANGEROUS OR FLAMMABLE SUBSTANCE. Customer agrees that the Space is not appropriate for the storage of jewels, furs, heirlooms, art works, collectibles or other irreplaceable items having special sentimental or emotional value to Customer and Customer agrees not to store said items. Customer hereby waives any claim for sentimental or emotional value for Customer's property that is stored in the Space or at the Facility. If the Space is so equipped, Customer is prohibited from storing any items within 18” of the clearance to the fire sprinkler head diffuser for life safety reasons. Customer acknowledges that any items stored within 18” of the clearance of the fire sprinkler head diffuser may be removed by Operator and placed in a separate space without notice to Customer, all at Customer’s expense.” (Extra Space Storage Lease Agreement. 2017. Sections 11-13). Discrimination claims are unwarranted and unsubstantiated. If a customer case would like to be made, please call 888-storage and a service case will be created for district staff.

Complaint: [redacted]
I am rejecting this response because:I have moved to Virginia. I am unable to come to office. I provided a screen shot of email proof in previous response. Let me know at what email address I can forward my confirmation of move out to.

Extra Space Storage regrets this complaint has come to the Revdex.com. As a company we work hard to provide a place for our customers to store their belongings free from damage by the elements or other factors. Regardless of the effort and money we spend protecting our customer's items,...

we do not guarantee the safety of our facility or the personal property stored by our customers. Storage renter's insurance with Beecher Carlson is offered to all of our customers to help meet their needs. Before the store opened, Ms. H[redacted] left a voicemail for the office in reference to her water damage on May 28, 2015. The store manager called the complainant back that same day to give her the necessary information from her Customer Protection Plan to file a claim with Beecher Carlson. A claim adjuster was needed to inspect the damamged items. Ms. H[redacted] was unavailable during business hours to meet the adjuster and asked for an alternative option. It took several weeks to receive Ms. H[redacted]'s notarized Hold Harmless Agreement and copy of her unit keys. On June 25, 2015, the claims adjuster and the store manager attempted to access the tenant's unit, but the keys did not work on the lock. No inspection was able to be made.  Ms. H[redacted] requested we cut the lock so the inspection could be completed.  The store immediately notified her that she would either need to come to the store to sign a Lock Cut Authorization or send in a notarized copy.  On July 13, 2015, the claim adjuster and store manager went to the unit to complete the inspection. The claim is now back in process. The facility followed the terms of the lease and the majority of the delays were due to additional paperwork needed from Ms. H[redacted]. The complainant can contact the Customer Protection Plan's administrator, Beecher Carlson at  [redacted] or email at [redacted]@beechercarlson.com. For these reasons, we do not feel we are liable for the damage and will not issue a refund for any of the money paid toward this rental. As the claim is still ongoing, we consider this resolved.

Complaint: [redacted]
I am rejecting this response because:Dear Extra Space, Your company has contractually failed to provide climate controlled storage that I paid for. I signed up for what you claim in your advertising as 'safe storage' for my things which includes 4 walls, door, ceiling and floor. The ceiling, in this case was specifically chosen to be a climate controlled indoor unit. I am seeking adequate compensation for your failure to provide the service you sold me. I am perusing the full amount of $5600. This situation has put me in complete distress, these are my most valued things that I have lost personally and also financially. When cleaning out my unit from this dangerous black mold and water problem your company failed to tell me about, I also lost things I can't replace. This is devastating and has not only been upsetting but time-consuming. It is morally wrong on your businesses behalf to not make this right. Since reviewing your offer of $2,000 you have resisted compensating me what I have lost. This is 100% Extra Spaces negligence.Be clear, I am pursuing full recovery by means legally and publically through good organizations that take factual evidence and help people like me. In addition to the Revdex.com complaint, I have also filed with the state Attorney General. Please remember, I have a strong letter from the Erlanger City Mayor (reputable commercial builder of over 20 years). He detailed the building negligence and the rigged fix of the ceiling that I was not notified about. Extra Space has been deceptive and fraudulent in their promise of 'safe storage'. And, not notifying me when they clearly attempted to fix the ceiling of my unit in an irresponsible manner. Based on the consumer protection act, I expect for compensation of the full amount of my loss ($5,600). There is no negotiation of a lesser price, as I have lost because of your company. Sadly, some of my priceless things can't be brought back. I did not add lost photos and home videos this into my original list because it made me and my family members ill-being in the hazardous space I had to clean up with gloves and a mask. Those items are priceless to me which has caused pain and suffering. The unit itself made us sick, my mother had to go to the doctor twice because of it. These prices will be added into the new number if you do not compensate FOR THE FULL amount ASAP.It is in your best interest to fix this problem you have caused  If your team declines to offer me the responsible amount ($5,600) to close this case,  I will continue with the State Attorney General and add administrative and legal fees to what your company owes me. Thank you for your time and attention
Sincerely,
[redacted]

[redacted] has been in contact with the District Manager and as requested a credit of $15.50 has been applied to his account for next months rent. If he should have any further questions or concerns, we advise that he contact the District Manager. We consider this matter closed.

Extra Space Storage regrets this complaint has come to the Revdex.com. As a company we work hard to provide a place for our customers to store their belongings free from damage by the elements or other factors. Regardless of the effort and money we spend protecting...

our customer's items, 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. The section referencing Insurance can be found in the lease Mr. S[redacted] signed on September 18, 2014. INSURANCE 14) 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 burglary. To 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 damage. OCCUPANT'S PERSONAL PROPERTY STORED IN THE SPACE OR THE PROJECT IS NOT INSURED BY THE OPERATOR AGAINST LOSS OR DAMAGE. Occupant hereby releases Operator and Operator'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 Operator and Operator's Agents in connection with any damage which is or would be covered by any such insurance policy. LIMITATION OF OPERATOR'S LIABILITY AND INDEMNITY 15) THE OPERATOR IS NOT A WAREHOUSEMAN ENGAGED IN THE BUSINESS OF STORING GOODS FOR HIRE, AND NO BAILMENT IS CREATED BY THIS AGREEMENT. THE OPERATOR EXERCISES NEITHER CARE, CUSTODY, NOR CONTROL OVER THE OCCUPANT'S STORED PROPERTY. ALL 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 RISK. Operator and Operator'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 Operator or Operator's Agents except for damage or loss resulting from Operator's fraud, willful injury or willful violation of law. Occupant shall indemnify and hold Operator and Operator'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 Operator or Operator’s Agents. Operator and Operator'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 Operator, Operator's agents, or employees.Nonetheless, we empathize with the incident that has had to be dealt with which is why our District Manager spoke with Mr. S[redacted] on August 8, 2015 and offered a non-negotiable settlement of $[redacted], which was the full amount of reimbursable protection placed on the unit by the Complainant. As this is the desired resolution, we consider this matter closed.

Extra Space Storage regrets this complaint has come to the Revdex.com. As a company we work hard to provide exceptional customer service at a professionally managed facility.  Extra Space thanks [redacted] and her husband for their continued business with us. During the many...

years of interaction with Ms. [redacted], Extra Space Storage has gone above and beyond and have made numerous adjustments to accommodate Ms. [redacted]. The District Manager has already been in contact with Ms. [redacted] and has informed her that we will not be able to honor her request at this time.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Again,I still dont understand how the 21st is considered the 5th day if my rent is due on the 16th.  Also, why am I being charged $23 if the lease says $10. I also contacted the Revdex.com because the manager refused to give me a corporate number or a number to someone I could resolve this matter with. He lied and said there was no one else to contact. I hung up the phone after asked him for that info and he nastily replied. I then told him that I was going to contact the Revdex.com since he refused to give me the info I requested, I then hung up the phone!I have no problem with paying a late fee if Im more than 5 days late as I have done one other time with no complaints. It is unfortunate that Extra Space does not value irs customers and their complaints or issues. If we cant resolve this matter I will move my things to another dtorage facility and company located righy next to this one.  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: extra space seriously had 72 hours to return funds ....because of there lack of communication, the lack of customer service  I had to rent the uhaul another day.  Not too mention rent another storage unit that is further away. Moving cost is expensive I can't have money out I don't have money to throw around .  Do u understand I had. Budget for this in single mother I had to spend another 90 for the uhaul late fee us insurance and mileage go further spend 300 00 to rent from public storage all because I was told that the manager is with customers she will be right there ND she never came she wasn't there the lock shouldn't have still been on the unit 
Sincerely,
[redacted]

Extra Space Storage empathizes with Ms. [redacted]’s situation and we hope to clarify the matter. Extra Space Storage reserves the legal right to foreclose on a unit for non-payment. Extra Space understands the situation Ms. [redacted] was in and offered a pay-to-vacate agreement, to pay part of the...

owed balance and move out within 24 hours. Failure to sign the necessary documents, pay the requested partial amount, and move out within 24 hours, negates the offer. The pay-to-vacate agreement is a customer service and not a requirement. After signing the pay-to-vacate agreement, not moving out of the unit within 24 hours, as agreed to in the pay-to-vacate document, of which is signed by both parties, the unit is forfeiting to auction for failure to vacate the space in the agreed terms of the pay-to-vacate agreement. Ms. [redacted] did not agree to the terms of the pay-to-vacate and refused several offers. She has since spoken to the auction buyer and the retrieval of her items are now between her and the auction buyer. Extra Space Storage will not be refunding for the rightful sale of goods in the foreclosure process. We ask that Ms [redacted] to stop by the rental office to pick up a copy of the rental agreement.

Extra Space Storage has forwarded your Complaint to the DM for further review. Per the lease agreement Extra Space does reserve the right to adjust the rate with a 30-day written notice. If you would like to see about having the rate changed, please speak with the store staff and ask for an adjustment, thank you.

Extra Space Storage is empathetic to Ms. [redacted]’s situation and we hope to clarify. Extra Space Storage reserves the right to foreclose on units that are unpaid and follows all legal requirements in the foreclosure process including cutting the lock and charging for a new lock for non-compliance of...

adding your own lock. Extra Space policy is to mail keys to the customer so that we do not have access to the unit. It is the customer’s responsibility to keep update the address on file with us at the site office. Rent is due on the due date and paying the account after the due date will result in the past due and current payment that needs to be made. All rent and fees are due and need to be paid but an arrangement may be possible with the site staff for a pay-to-vacate agreement. We ask that you speak with the site staff to see what options are available to move out of the space or pay the rent. Please feel free to also

I have spoken with Nikki at Extra Space Storage (Dallas) today. While I did sign an agreement, I indicated that despite the ability to raise rates (which they state they can do in the contract) does not mean it is a good business practice to do so. My rate was raised not 5 months after having started using a storage space. And now 9 months later it is being raised again. These raises are simply done "at-will" and without providing any sufficient evidence to substantiate the increase. We are simply suppose to accept the increase. I am still displeased with the indicated increase of $20. I did misread the date of increase.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Extra Space Storage empathizes with Mr. [redacted] and hopes to clarify the situation. Extra Space Storage encourages customers to stay on automatic payments to avoid late fees and the foreclosure process. Extra Space Storage follows all local laws for notification requirements on storage units and...

provides courtesy calls to customers to avoid late fees and auction status. It is the responsibility of customers to keep their contact information current with the rental office to ensure proper communication. Per the lease agreement, access to the unit can be restricted based on the delinquency of the account and local laws. As stated in the case, we have called to touch base on the account as per company policy to call once per week to ensure customers avoid auction. If the account is not paid and goes to auction, any portion of past due balance that is not covered in the sale will go to collections. Extra Space Storage is well within its legal right to auction a customer’s belongings for non-payment and has sent out all required legal notices and courtesy communications. Please feel free to stop by the rental office for a copy of the rental agreement. Terminating an account can only happen if the account is paid current, which you can speak with the site staff to arrange. Please contact the site staff if you have further questions.

Extra Space Storage regrets this complaint has come to the Revdex.com. As a company we work hard to provide exceptional customer service at a professionally managed facility. On 1/4/2016 Ms. [redacted] violated the rental agreement by attempting to occupy an empty unit on the facility. She...

was found after access hours, sleeping in the empty unit alongside a male companion and small child. Company protocol dictates that overlocks may be used on units after business hours to ensure no further occupation of units occurs after hours. On 1/8/2016 Ms. [redacted] was notified of our decision to not renew her lease. Her current balance due is $[redacted]. She was notified that her items needed to be removed from the facility by 1/22/2016, however, was granted an extension through 1/25/2016. At this time the items have not been removed from the premises.

I want to start by saying myself and my helper were told to be out by 5:30 pm and could not return and that the gate would not let us out after that. This is the only facility in the USA that does not give a receipt for payment of goods. I have done this a long time and never once have been treated like a criminal at a storage auction. I don't like being lied to at all by anyone. I also responded by phone after I recieved the call and was basically treated like a criminal after asking for another person to talk to. It's not really about the account I have 5 others and still bidding as we speak it's about being a good represenative of your company. Other storage company's work with you little bit to resolve issues not create them. I can tell by all of the negative feedback online about your company that it looks like there's time for some work to be done. I will accept the $100 refund as partial refund and I would like a receipt for the total amount I gave the facility. Once I receive both in hand I will cancel this claim. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Hello Ms. [redacted],Extra Space Storage understands your frustration.  Our lease states that we are not a warehousemen and we encourage customers to protect their belongings with insurance, either through our 3rd party provider or their own personal insurance.  Extra Space Storage will not be refunding for used rent.  As a service to our customers, we walk the property daily and inform our customers if there’s any issues.  Sometimes there are things out of our control such as weather conditions, power outages or theft.The district manager has been informed of your concerns with the site’s staff and you may also reach out to our customer service at 1-888-storage.  Please feel free to stop by the rental office for a copy of the lease agreement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you very much.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: In the response from Extra Space Storage they said they recommend insurance on the items stored at the unit.  We did get the insurance that they recommended that did not cover this damage.  That insurance company rejected our claim saying it is the facilities job to keep up on pest control.  Extra space admitted to being responsible for rodent control in their response.  However as you can see from my pictures there is an extensive rodent problem as we did not have any consumables in our storage unit or with us while on the property.  Extra Space storage admits it is their job to take care of rodent prevention and they did not keep this promise.  We are still expecting compensation for their lack of maintenance of pest control.
Sincerely,
[redacted]