Extra Space Management, Inc.

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] signed a rental agreement with Extra Space Storage on December 2015. Extra Space...

Storage follows all state lien laws governing self-storage which includes notice being mailed to the tenant's last known address and tenant locks being cut in preparation for the upcoming auction. The District Manager, Shawn N[redacted] has worked tirelessly with [redacted], at one point even offering to have Ms. [redacted] remove all belongings from the facility and all rent and fees waived but [redacted] refused the offer. The unit has been scheduled for public auction on September 16, 2016. [redacted] states that a full payment will be made by September 9, 2016, which will bring the account current, ceasing all foreclosure processes.

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. Although, like I said, we have not been contacted through phone call or mail. I will contact Justin myself ASAP on this matter. 
Sincerely,
[redacted]

Extra Space will gladly provide another copy of the notice that was sent in 2015, notifying all customers of the changes. We apologize for any miscommunication that may have happened between Ms. [redacted] and our store employees but both employees have expressed a hard time understanding or hearing Ms. [redacted] when she contacts the local facility. If Ms. [redacted] wishes, she can either email or come to the facility to discuss any issues she may have. 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.  This includes proper advertising of our promotions and services. The First Month Free promotion offered had...

the following terms and conditions; "See Manager for Details." Upon inquiry, our managers explain that this offer is based on unit availability. At the time Mr. [redacted] rented a unit that was not eligible for this promotion. The only discount available was first month half off and Mr. [redacted] was given a $[redacted] discount at move-in. Mr. [redacted] will not be refunded for any rent paid. Mr. [redacted] has also rented several units with Extra Space Storage in the past in which he had paid the administration fee at move-in and received move-in discounts.   Extra Space Storage does require all customers to maintain insurance covering the contents of their unit.  If a customer elects to use their own coverage in place of our offered Customer Protection Program, proof of coverage may be requested or the customer will need to sign an addendum that acknowledges rejection of coverage and assumes liability on their own. In this case, instead of providing alternate coverage, Mr. [redacted] accepted the customer protection policy offered by Extra Space Storage through Beecher Carlson Insurance. On  2-24-16 proof of coverage was provided and the customer protection policy removed. After speaking with the District Manager, Danny R[redacted], Mr. [redacted] was given 2 options of either 1) a refund of $15.50 for the premium paid or 2) having a credit of $15.50 issued to his account to be applied to the second month of rent. Mr. [redacted] opted for the second option and a credit of $15.50 has since been applied to his account.

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.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 and will not reimburse the Complainant for any damage or for his disputed amount. Mr. [redacted] moved out of the space before bringing it to the stores attention, so we were unable to verify the status of the unit and create an incident report. We do empathize with Mr. [redacted] and urge that he file a claim with his personal insurance company. We do not feel we are liable for the damage and will not reimburse the Complainant for any damage or for his disputed amount based on the signed 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.
Sincerely,
[redacted]

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 following is listed in the rental agreement Ms. [redacted] signed on 07/18/2012: 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.The Complainant's unit was broken into in September 2013. The site manager at the time attempted to reach out to Ms. [redacted] via phone and email. Ms. [redacted] then made an insurance claim through [redacted] in October 2013 for the full extent of her policy. In September 2014, she requested we refund her for one year's worth of rent due to her break-in. Ms. [redacted] notified her facility of her suspicions of staff members.  She was then told that the police had a suspect who had plead guilty to a handful of thefts. The site is not authorized to give any specific legal information and when Ms. [redacted] asked for details of the case, she was referred to the detective handling the case. For these reasons, we do not feel we are liable for the theft and will not reimburse Ms. [redacted] for any rent or stolen items.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]They never said I left boxes when I contract them regarding my items being stolen. How did they know I left boxes behind I'd so why did they not contact me regarding my boxes left behind....this insurance company is a scam they take this company word on customers storage units.  However, they stated that to Mrs. Abbie S[redacted], ###-###-#### ext-[redacted] claim number: [redacted]. That I left boxes behind and when I came there never said anything about boxes being left in my storage which is a lie, I had movers and we all went to check before we left.  They protect themselves.  How did they knew I had several boxes they never stated that to me or the adjuster, but yet they tell her no force entry.  Basically, they dump my boxes that I supposedly left behind who never told me about me leaving anything.  This is the first time I am hearing that anything was left in my unit.  Now, if that was true which isn't then when I go to the office they never said anything about boxes.  I stated my items was stolen, items was in boxes.  they know it was boare committing crime and haven't honor my contract or anybody else for that matter. When they ask meinsurance never realize they have had several report on that site regarding theft.  That manger never address all my issues when I told them my concern. Knew people that's was staying in the units and told them about it nothing was done.  They units are not secure at all those locks without breaking the lock your door can open. Also those camera only work when they turn them on and when it on watching outside the parking lot and the door to enter the building.  Did contact American Claims Management claim [redacted] on 6/10/16, reported my item to Montgomery County, police came out that gentlemen never stated that I had left boxes and they had thrown them out.  If you go online to http://extra-space-storage-reviews.measuredup.com.  Nevertheless, very bad rating and most customer have complaint about there storage being broken into. They shouldn't be allowed to sale customers locks at all. And they can go into customer storage I have seen people living in units and smoking weed and cigarette but yet they never address anything that is why I moved my items out.  They stole my items and yet they are committing crimes and dishonored the contract once customers purchase insurance it a ripoff.  It puzzle me that I left boxes behind and they never said that to me when I went to the site nor did they stated that to police when we was on the property taking the report.  Want my money back (3) mos and if not I am going to report them to the Media and Montgomery County.  This company need to be audit ASAP.  These Reviews and Complaints, is about stolen items and going up on rent units when having a lease they are fraudulent misleading customers sad but true.  Also, foreclosing and audition off people property.  Have employees that are not honest shame on them.  First time for everything thanks for telling me I left boxes, how you knew what was in my storage before I moved out. Did they say they address people living in units, "No" Shame the Devils. Never would I never rent from this company again I should have looked them up before I rented.  Wow....boxes was left behind but yet, this never came up why. If I don't get my money back I will hire a lawyer and let child services no what's going on with this company and how they are allowing people to stay in the unit after hours.

Hello [redacted],Extra Space Storage understands your frustration. A rate change letter was mailed to your address on file on 11/21/17. It is the customer’s responsibility to keep their contact information current with the rental office.  Our rates are based on market value, competitor pricing, and inventory. The district manager has been informed of your concerns with the site’s staff.  Please speak with your site manager to negotiate your rate change if possible.  You may also contact our customer service at 1-888-storage.

Extra Space Storage understands Ms. [redacted]’s frustration in this matter. Extra Space Storage, out of courtesy, gave Ms. [redacted] a credit on her account, for her error, in good faith for customer service. She decided that this was inadequate and we got her in touch with the DM to work with her. Ms....

[redacted] contacted her bank to dispute a charge, and contacted the store to reverse a charge so both were reversed. We have proof that both had been refunded to her card, and yet we still gave her a credit and were willing to work with her to meet her needs. Ms. [redacted] has stopped by our corporate office and was put into contact with the DM on how to proceed further.

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.  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, the Complainant signed a month-to-month lease which 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.  The Complainant’s current rate is in accordance with the rental agreement terms and with any following rate change notices.  Based on our review of the customer's account and the complaint received, we do not agree with the customer's desired settlement and will not issue a refund for any of the money paid toward this rental.

Complaint: [redacted]
I am rejecting this response because: I want a refund, I do not want a breakdown of the charges the manager at that location totally dropped the ball!
Sincerely,
[redacted]

Through the facility Ms. H[redacted] rents at, Derrick P[redacted], Extra Space has been in contact with Ms. H[redacted].  Even though Extra Space is not liable for the damage nor do we have any control over the insurance company’s communications, we will cooperate with the insurance company as much as possible (Ms. H[redacted] can contact the customer protection program's administrator, Beecher Carlson at [redacted] or email at [redacted]@beechercarlson.com). Ms. H[redacted] has been provided the site's contact information to facilitate any issues that arise. We encourage Ms. H[redacted] to continue the communication with Mr. P[redacted]. As a gesture of goodwill, a total of $30 worth of credits have already been applied to her account. As this issue lies with the insurance company and Extra Space does not hold any liability, we consider this matter closed.

Complaint: [redacted]
I am rejecting this response because:By law they are not allowed to sell personal identification in auctions.  In still have not recieved a cal back from their property manager.  I never went in anger canceled,  I went into the office and re-applied for auto payment and updated all off my information since everything's I tried to sign in I could not and everyone I tried finding the store on there website but it's darn near impossible.  Plus I have had a forward of address on the old address through my p.o. box since I opened it , almost a year ago. I never recieved anything from them and do not understand why no emails were sent out about anything not even an, "important notification sign in to check account" type thing.  This is not fair, I have asked them to send proof of the gate logs,  and for my personal information and military paperwork back.  I feel there may have been a mistake in the system or something and instead of trying to come to a reasonable agreement on how to fix this situation they steer just denying it and refuse any further communication.  They are not currently listed as Revdex.com member. I believe there is still a chance to confer to sooner support off understanding,  butt I hacer been patiently and tried to keep contact with them, only to no avail.  Please, my wife is due in that beginning of the year. This lose has utterly ruined us. We in a small studio about to have a child in a weekly rental because we had to back out of the rental we were getting in order to try and and replace v what we need for our newborn baby on the way.  I have been the sole provider for the last 3 months. Due to those we are barely getting by as it is.  
Sincerely,
Mr. [redacted]

Hello [redacted],Extra Space storage understands your frustration.  The store has been notified.  You may also call our customer service desk at 1-888-storage.

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. Both the facility staff and District Manager Chris F[redacted] have tried to work with Ms. [redacted] to come to a...

resolution but have had no luck. We have offered to remove all damaged items and/or have the items cleaned but she has refused any assistance. There was a sprinkler leak approximately 1 ½ years ago but the leak occurred on the other side of the building, nowhere near Ms. [redacted]’s unit. The incident was also very isolated, only affecting 1 unit. There was no evidence of water damaged in her unit therefore, [redacted] refused her claim. If Ms. [redacted] wishes to discuss any of the proposed resolutions, she is asked to please contact the District Manager Chris F[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.  Ms. S[redacted] submitted a chargeback to her bank, which has been processed as a refund with our company. As...

this is the customer's desired resolution, we consider this matter closed.

Complaint: [redacted]
I am rejecting this response because: I disagree I never received any notice at my current address. Also I have a brand new complaint about Extra Space Storage that occurred on March 18, 2018.
Sincerely,
[redacted]

Extra Space Storage understands Ms. [redacted]’s frustration and we hope to clear the air on this situation. As we are not a warehouseman, we emphasize the need for insurance, either personal or through Beecher Carlson. Ms. [redacted] elected that she is self insured and we urge her to reach out to her...

personal insurance company to see if she is covered. Extra Space Storage takes maintenance very seriously and upon further inspection of the unit, we have found no leaks. The spots in which were mentioned are moisture marks on the concrete which, are often seal coated. We offer bags and other packing supplies which are recommended at time of move in, and it is solely our customers choice on how they pack their unit and what protections they use. We take pride in our preventative measures, but we cannot protect against acts of god. We again urge Ms. [redacted] to reach out to her personal insurance, which she designated during the start of her rental contract. We also encourage Ms. [redacted] to speak with store staff if she has any questions.