Extra Space Management, Inc.

Complaint: [redacted]
I am rejecting this response because:I shouldn't had to go through loops for a refund back & wait over a week 
Sincerely,
[redacted]

This company has not refunded my money yet & I am disabled
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

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. [redacted] initially contacted Extra Space Storage on November 29, 2016 wanting to make a payment over the...

phone using his bank account information. He was informed that Extra Space Storage is not able to process a payment over the phone using his bank account information but were able to accept a debit card or credit card over the phone. He was then informed that he could go online and set his account up for EasyPay using his bank account information and his account will automatically be charged on the due date.  Mr. [redacted] then called back the following day and was told a second time that we are not able to process a payment over the phone using bank account information. He was told the various options he could utilize to make his payment, including cash, check or debit/credit card. On December 1, 2015, a payment was processed online using a credit card. On January 5 2016, Extra Space Storage was notified that the ACH automatic payment, set up by Mr. [redacted] online, and processed on December 27, 2015, had been cancelled due to improper information. [redacted] was then notified of this charge back and the $25.00 non-sufficient funds fee that had been applied to his account. The management team at the store had given Mr. [redacted] some time to check with his bank and offered to waive the fee if he could verify that the error occurred due to employee or system error. On January 7, 2016 Extra Space Storage received confirmation from our Accounting Department that the charge was a valid charge. We will not be waiving or issuing a credit for a valid fee. From time to time, we find it necessary to make adjustments to our customers’ rental rates in order to keep up with the rising costs associated with providing top-notch service and a clean, secure facility. At the time of rental, Mr. [redacted] signed a month-to-month lease which reflected a monthly rate of $[redacted].  This was the quoted rate at that time.  The terms of the lease includes the following condition: “All terms in this Agreement are SUBJECT TO CHANGE upon 30 days prior written notice to Occupant, including, without limitation, rental rate changes, usage and other charges.”  Proper notice is given on all adjustments and sent to the address provided by Mr. [redacted] in February 2016. We consider this matter closed.

Extra Space Storage refers Ms. [redacted] to speak with the claims adjustor as any compensation will be covered through the claims management company and not Extra Space Storage. Thank you.

Complaint: [redacted]
I am rejecting this response because: This is not true! I have made attempts to communicate. I have been told there is nothing you can do. When I received a call it was to get rid of the rest of my belongings  that I already paid for the removal. No threats have been made just information. I am not understanding why it has to go through Revdex.com in order for us to communicate but this was the only way. 
Sincerely,
[redacted]

Extra Space Storage understands Ms. [redacted] frustration. Several messages were left, when able, to Ms. [redacted]. Advertised rates are based on market value, unit size, unit type, and availability and are subject to change. Customers can place a reservation to lock in the price, but units can be first come first serve based on inventory levels as last units are not reservable. If a unit is no longer available a similar sized unit will be shown to the customer and the price is broken down before signing the lease and is up to the customer to accept and agree the terms. If a customer does not agree to the pricing and terms of the lease agreement at the signing of the lease should have said so to the rental staff. Several messages from the store staff, DM, and AJ were made when able. Extra Space will not refund or adjust the rate as this was agreed and signed for in the rental agreement. We ask that Ms. [redacted] speak with the site staff to downsize or transfer to a different unit to reduce cost. Web pricing are promotional rates for new customers and are subject to change along with any rate with a 30 day written notice and are typically locked in for the first five months, depending on market and availability. Please stop by the rental office for a copy of your rental ledger and lease agreement.

Complaint: [redacted]
I am rejecting this response because: My husband and I don't feel one week is proper notice to move our unit  after only having just moved in a month ago. We feel they should have informed us from the very beginning, My husband and I had to rearrange schedules to have our unit out in the time they told us. I discussed with the site and district manager about getting movers. The District manger told me to get bids  and she would to, however she never did, even after a couple of days. Even when I called her back with three mover bids she once again was not honest about paying or paying a percentage toward movers. So my husband went forward by himself, cause they weren't  helpful, supportive or honest. We want compensation for our time, especially my husband who basically moved an entire 3700 sq foot home by himself. We had to travel, so it was miles on our vehicle, our time, gas and so on. It was not easy on my husband and his back and our belongings. We have moved our belongings out of extra space storage because we have not liked the customer service we have received so we wont be needing two months rent free.  We want the short time we were there in Sept paid for and a check for my husband who spent 8 hours of his time moving. Thanks
Sincerely,
[redacted]

Extra Space Storage regrets this complaint has cometo the Revdex.com.  As acompany we are committed to providing exceptional customer service at aprofessionally managed facility. After reviewing Ms. [redacted]’s account, ExtraSpace has agreed to issue a refund. As this is the...

customer’s desired resolution,we consider the matter closed.

Extra Space Storage understands Mr. [redacted]’s frustration and we hope to clarify. Temporary gate codes were issued and admitted that the codes were not being used by Mr. [redacted]’s drivers. Extra Space asks that the provided code be used. Remotes will not be provided for gate access as the keypads...

must be used for entry and exit. This case has been brought to the District Manager’s attention to assist the site staff with your gate issues.

Extra Space Storage has the legal right to auction a unit for non-payment. All personal documents are asked to be left with Extra Space Storage however, if the auction buyer does not provide those documents, we will not have them to hold. Holding personal documents, if any, are kept based on local law requirements and we encourage you to speak with the store staff to see if anything has been held for you.

Complaint: [redacted]
I am rejecting this response because:Though I do appreciate the apology of the business, in response to the statement, "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."I did indeed have an authorized user access my unit to as damages and verify what was stolen- as I was under an employment contract overseas and unable to go myself. Extra Space Storage was aware of this, as well as the fact that I could not immediately return, and though they allowed her to enter the unit she notified me that even their involvement with her was rude and in many ways suspicious. It was she who worked closely with myself and the insurance company to file a claim- not the manager of the facility.Unfortunately I was not able to return to the country to remove my belongings immediately- as many people store their belongings before going overseas long term, and unfortunately not all of us have access to unlimited funds to return as frequently as we would like. Upon returning to the country I immediately began to make arrangements to move my belongings elsewhere, which I did. It was then that I contacted the new manager in person, who was also extremely unhelpful, and who was the one that let slip that the company had caught the person who burglarized the units.That information was a further insult to injury, and I have ABSOLUTELY as yet, NEVER been given any information regarding the detective handling the case. Should Extra Space have evidence suggesting otherwise I would very much like to see it, as I have never received it. Though I understand their unwillingness to refund the fees I paid from the point of burglary until I was able to return and collect my belongings, it would seem that they should do so for the time that I entrusted my belongings to them, to the date in which they failed to provide the services promised- which began at the very least, upon the burglary of my unit and the following
Sincerely,
[redacted]

Extra Space Storage empathizes with Mr. [redacted] and would like to clear the air. Extra Space Storage site staff tried to contact Mr. [redacted] seven times by phone (between 9/01/2017 – 11/09/2017) before auction, to the phone number on file. Mr. [redacted] indicated an intent to vacate the space on...

7/28/2017 to move out on 7/29/2017, which automatic payment is canceled and must be re-instated by the customer as we cannot add automatic payments without permission. Looking at the gate log record, the records do not coincide with the time frames that Mr. [redacted] indicated that he had visited the property. Preliminary lien notice (09/08/2017) and Notice of Lien (10/04/2017) were both mailed to the address on file. Contact information can be updated online or in person; in person requires a signature to validate the contact information change. Extra Space Storage reserves the legal right to foreclose on a unit for non-payment. Extra Space Storage followed all legal requirements for the foreclosure process and the unit had been delinquent for over 80 days. Extra Space Storage will not be compensating for the legal sale of goods. A copy of the lease may be obtained from the rental store, and a copy of the payment ledger if Mr. [redacted] requires documentation.

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. [redacted] rejected the insurance offered by Extra Space. The section referencing Insurance can be found in the lease signed by [redacted].   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.   For these reasons, we do not feel we are liable for the damage. Nonetheless, the District Manager, Jeff S[redacted], would like to offer a $2000 settlement as a gesture of our empathy. The District Manager will be contacting [redacted] shortly.

Hello [redacted],Please see your lease regarding your concern and you may also speak with your rental manager if you have additional questions regarding your payment.

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. [redacted] first contacted the rental office in May to request to change her paid through date...

from the 31st of the month to the 22nd of the month. Carlos, an employee at the local facility, changed the date but Ms. [redacted] was not able to pay for the difference to move the date. The rental office has been in contact with Ms. [redacted] several times to inform her of this. As it stands, the change in the pay through date is still pending until Ms. [redacted] is able to make a payment. Ms. [redacted] should contact the rental office to make a payment.

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. We have reviewed Mr. [redacted] account and agree to his request; we have waived his increase for one month...

as a courtesy. We have also issued a $15 credit to the account as a measure of good faith to cover the late fee he has already paid. As this is the customer’s desired resolution, we consider this matter closed.

Complaint: [redacted]
I am rejecting this response because: They refuse to accept responsibility. 
Sincerely,
[redacted]

Extra Space Storage empathizes with Ms. [redacted]’s experience, as a company we strive to provide exceptional customer service. The site staff have tried reaching Ms. [redacted], as per our policy, before late fees are applied to her account, on multiple occasions. Our standard office hours are available...

online or over the phone and have been given to Ms. [redacted] so that she is aware of when she can make a payment with the office. Payments can be made over the phone with an automated system, 24/7, online, over the phone during office hours with store staff, on the mobile app, and in store. During the particular incident, Ms. [redacted] called into the store and she was having trouble understanding the site team member and he tried to speak clearer, as per the bad reception and request from Ms. [redacted]. As per our company policy, when the account is past due and in the delinquency status, we do not accept checks as payment to protect the customer from possible NSF fees and to ensure the funds clear in a timely manner. If a check payment was the preferred method to pay the balance, checks must be received before the due date, or before a late fee applies to the account, and the account cannot be past due. We urge Ms. [redacted] to reach out to the store for clarification on her due date if she required further clarification.

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.  When Mr. [redacted] rented his storage unit, he was provided a copy of the rental agreement which includes,...

“Customer must provide Operator ten (10) days notice prior to vacating the Space and terminating this Agreement. Operator shall not be required under any circumstance to refund Customer’s first month’s rent or other charges paid at the time of execution of this Agreement. In addition, Operator shall not be required to prorate Monthly Rental Charges if Customer gives notice of termination to Operator and the termination date occurs during a Rental Month for which Customer already paid the Monthly Rental Charge. However, if Customer’s notice of termination includes a date of termination that is to occur during a future Rental Month, Operator shall prorate the Monthly Rental Charge for the Rental Month wherein termination occurs. Furthermore, Customer shall be entitled to a refund of any prepaid Rental Month Charges so long as Customer has not occupied the Space for any portion of the prepaid Rental Month at the time of termination. Customer agrees to the refund policy outlined above.”

Mr. [redacted] rented a climate-controlled storage unit. The temperature is kept at acceptable ranges for an optimum storage experience. Extra Space Storage will still honor its original offer of 2 months free rent which Mr. [redacted] accepted as a resolution to this case. We ask that he contact the local facility to sign a general release form.