Extra Space Management, Inc.

Extra Space Storage empathizes with Ms. [redacted] and hopes to clarify the situation. Ms. [redacted] had attempted to move out of the space without paying the past due balance. Currently the unit is 310 days past due and an arrangement was made to allow her to move her items out by 12/08. Ms. [redacted] has...

already spoke to the District Manager and will not offer any further assistance outside of the arrangement already made.

We have searched our records and have not been able to identify the consumer who filed this complaint. We request additional information including the location at which the consumer was a customer (facility city and state) as well as the customer ID and unit number so we can properly respond to this...

complaint.

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]

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]

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]

An offer was made and accepted by Mr. [redacted]. The check request will go through the standard accounting process (within 4-6 weeks).  Since this is the desired outcome initially outlined in the complaint, 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. The District Manager, Margaret O[redacted] tried to reach Mr [redacted] on several occasions when he has first brought this...

matter to our attention on March 7th but he has yet to return her call.  We will attempt to reach out to him again.

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]

We empathize with Ms. [redacted] in that she does not feel the situation was handled in a way that was satisfactory to her. We strive to maintain a high level of professionalism and customer-oriented service at our facilities. The site attempted to reach her after finding her unit unsecured. They then secured her unit and verified with her before letting another individual access the unit. The then manager worked closely with [redacted] Insurance to ensure as smooth of an insurance claim process as possible. Despite her complaints, Ms. [redacted] chose to continue to store at the facility in San Diego. She was out of the country during the incident mentioned, but had at least one visitor to her unit in her stead. As the Complainant freely chose to continue to rent for an additional year, we do not believe she is due a year of rental fees.

Complaint: [redacted]
I am rejecting this response because:   At the time of the phone calls I was in the middle of helping a friend move from Florida to North Carolina and cellular coverage was spotty at best.  Furthermore, the business for some reason had their contractor contact me - I am not in business or not responsible for their contractor from the roofing company - It is unprofessional to make the customer (myself) try to resolve a dispute with a party (the roofer) who Extra Space Storage hired.   In other other words - Extra Space Storage should be dealing with their contractor directly, not myself.That being said, Extra Space Storage did state that they will be sending me a check for $175.00 to:  [redacted]  [redacted]  [redacted]  [redacted] at which my accountant will deposit the funds for me into my account. If Extra Space Storage wants to resolve it electronically - they are welcome to issue an electronic refund to my credit card for $175.00 - They should have my credit card number on file from my last rental payment or I can provide it. I am fine with either form of payment. Thank you for your time,
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the company offers storage service, they knew they have an infestation and did not warn me as they should have, they knowingly rented an infested unit and now they are trying to get out of their responsibility to ensure their customers belongings are properly stored, I am doing an interview with fox news to warn people about their storage facilities infestation and refusal to do the right thing,  they forced me to buy renters insurance but won't let me claim on the insurance. Basically they are con artists.  I will be filing suit 
Sincerely,
[redacted]

Extra Space Storage understands the frustration with this matter and we hope to help. Extra Space Storage Operations has reached out to the accounting department and we agree that this error can be rectified with the request refund of $12.37. The store staff have been instructed to process a manual...

refund for that amount. If there are any further questions or concerns, please contact the site staff. Thank you for choosing Extra Space Storage.

Complaint: [redacted]
I am rejecting this response because:I realize that it is inaccessible, that is not my issue. My issue is that it has been in this state for several weeks and I've been unable to use the services that I pay good money for. My request is to receive rent off in the future to compensate for the time I have been paying, but not able to access what I pay for.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  As I stated, I removed the lock and I emptied the unit. If the site management claims there were still items in the unit, there was no lock and they can remove the items.  To continue to charge me rent because they claim there are items in my unit is absurd.  If there is a cleaning fee for removing items they claim are in the unit, I am fine with paying a nominal cleaning or removal fee.  However to continue to be charged rent for an un-used unit with no lock on it that I've notified you that I'm done and am moving out is unacceptable.Could you please explain what this release of interest form is?  The person I spoke with on the phone that told me I could fill that out, but it would still not satisfy the debt you claim I owe, and I would still be sent to collections.  If that is the case, what is the point of me filling out anything??
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:When I first asked for DM to look into this matter it was because I'd previously left messages at the John St. location and never got a return phone call. When I explained what I was wanted--a price match for my unit, the representative said she understood and would have a DM get back to me.  Never was I told that the prices online were for new customers only and no where on the website does it say that.  When I finally got through the the storage center, the manager told me that since it was sent to a DM, he could not do anything. When I asked what could he have done if I'd be able to reach him and he said he could lower my rate to $99, the same $99 that I 'd paid all last year. I told him I was looking for the lower rate of $65. He said he wouldn't have been able to do that.  Never did he say that was for new customers only.No one ever contacted me.  When I first requested for a DM to call me on 1/5/18, I was told Matthew would call.  He never called.  He never called after the 2nd request either.  I made those calls from my home where I have an answering service and an answering machine, plus caller ID. When I called the third time I was told that it would be sent to another DM. I wasn't told the person's name, but when I called again after still not receiving a call, I was told that AJ would be calling back, BEFORE 5pm that day (because I was at work). I was assured he'd call but he did not. When I called the next day, it was the first time that there were notes that someone supposedly call me.  I said that was not possible because I was at work until 5, the time I was told he'd called. When I asked what time he said he called, they could not tell me when or what number he called.  When I made that last call on that Friday, I was told it would be escalated again. I was then asked if there was anything else and I said just to let whomever that it would be my last phone call.  I have no reason to lie.  It was clear from the very beginning what I wanted.  At no time did anyone say those prices online were for new customers.  As for reading you policies and the contract you mentioned.  I don't have one. I didn't even know ExtraSpace had bought out Tuck It Away until I contacted you because of a bunch of missed calls on my caller ID. (no messages were ever left). I called to find out why you were calling me. I was told "there was something wrong with my CC". There was nothing wrong with it, American Express did not recognized the vendor so the denied it.  I stopped by the facility on Monday, the 29th.  The manager looked up my account and showed me that there was no communication from anyone, DM or otherwise regarding my account. I asked him for paperwork and he said there wasn't any.  He told me that legally Extra Space did not legally have to put "new customers" on the website.  I asked him if he could contact Matthew then & he told me that Matthew was going out of town that morning and would not be back until next Monday.   Later I get a call later from Marlon telling me that he submitted a request to Matt asking for a reduction to $89. He said that it was a request and not guaranteed. I asked him why didn't he request the $65 that I was looking for and he said that he (Matt) would not do that. I asked how would he know if he didn't ask?    After some back and forth, Marlon claimed that he just received a message back from Matt while we were on the phone, and it said that he'd reduce my price to $99.  I questioned him about this. First he told me Matt was out of town for a week, then he just happened to read his emails and respond to him the precise moment (after work hours) while he was on the phone with me.  I asked him if he could forward Matt's email to me and he said he could not. I asked if he could forward his initial email to Matt to me and he also said he could not. (Since this is corporate and I am sure you'll be able to see these emails).When I was at the storage facility I told Marlon all of this could have been avoided had Extra Space been forthcoming and addressed my concerns. Never was I told that I could not have the reduce rate because it was new customers only.  I called over a half dozen times.  Why wouldn't someone call me back after one of these calls and say that?  They did not.  Why is Extra Space  treating their customers like they do not matter?  When I mentioned that I'd left messages before & never received a return call, I was told by two different managers that they don't even answer or listen to calls from the 1st to the 5th because that is when everyone is paying their bills.  What type of business says this? If Matt and AJ are saying the "attempted" to contact me, then I know this is not true.  I have a record of every day and time I called you, but they cannot provide any.  Marlon claims he sent an email and received a reply in a matter of hours, but I have been contacting you since the 5th of January.  I told him that I do not understand the lack of professionalism and at the very least, common courtesy.
Sincerely,
[redacted]

Extra Space has made attempts to contact the purchaser who has returned personal items and those items have since been retrieved by [redacted]. As the goods were purchased by a public buyer, Extra Space Storage has no liability in this matter.  We consider the matter closed.

Complaint: [redacted]
I am rejecting this response because: however I did receive a partial refund but not until I filed this compliant with the Revdex.com. I would like all of my money back do to the harassment I received from extra space storage. 
Sincerely,
[redacted]

We apologize that we have not been able to reach a resolution thus far. We are open to mediaton should Ms. [redacted] deem mediation necessary. Detective [redacted] with the SD Police Department handled the case in question and can answer specifics in regards to the theft. We ask that Ms. [redacted] contact the store management team to discuss Det. [redacted] further.

Extra Space Storage empathizes with Mr. [redacted] and we hope to clarify this matter. Extra Space Storage site staff called Mr. [redacted] before the auction, dates ranging from 7/5/2017 through 9/18/2017, in which Mr. [redacted] spoke to site staff twice. Mr. [redacted] said he would make his payment...

and failed to make a payment before the auction. Extra Space Storage reserves the right to auction a unit for non-payment. Extra Space Storage provides customers with courtesy calls to avoid auction however, it is still the responsibility of the customer to pay the unit on time or before the auction by phone with site staff, through the IVR automated system, online, or in person. Extra Space Storage will not be compensating for the legal sale of Mr. [redacted]’s belongings.

The local facility as well as a district representative has tried several times to contact Ms. [redacted] to resolve the situation. We ask that she contact the store directly to discuss her account.