Extra Space Management, Inc.

Complaint: [redacted]
I am rejecting this response because:they are lieing the buyer did not return anything but a few pictures so the company is trying to cover it up when the auction place and extra storage policy states that the buyer have to return all things that are personal items documents etc and they did not do that they only left a few pictures so they are lieing 
Sincerely,
[redacted]

Extra Space Storage understands Mr. [redacted]’s frustration in this matter due to the cost increase of his unit. After further review of the increase, the going rate for the unit type, in that market, compared to competitors, is $215, which is higher than what is currently being paid for the unit at...

$190. In the lease agreement it states that rates are subject to change with a 30-day written notice. The notice was mailed, and post marked on 08/30/2017.  We recommend downsizing to a smaller size to cut cost. Mr. [redacted] may also speak with the store staff and ask for an adjustment, which is approved at the district level.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My entire complaint was that the employees of this company never made me aware of the possible "market increase" prior to signing the rental agreement. After speaking with their regional manager, he claims that they are suppose to be "trained" to ensure that every customer is made aware of the possible "market increase" prior to signing the rental agreement. It was quite clear to me that "RAY" (Manager of the facility) knew full well that it was never mentioned and its the way that they do business. From talking with his regional manager, It is company policy to be upfront with potential rental customers about the "market increase". Again, after talking with Ray, it was apparent that they do not advise their customers prior to the rental agreement however do cover themselves by advising customers to read the agreement in full at a later time. In other words, cheat their customers.  
Sincerely,
[redacted]

Extra Space Storage has gone above and beyond to assist [redacted]. While we empathize with [redacted], Extra Space will not be reimbursing or compensating the complainant.

Mr. [redacted], Extra Space Storage would be happy to take a look at your account and advise you on the next step. Please contact the store staff, where you rent, or further information. A one time courtesy may be available to you depending on the circumstances and store or district approval.

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 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 did not lie to her and we did everything we could on our end to assist Ms. [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:I did NOT opt to get the protection plan ...I was FORCED into it by the manager...I was told that I HAD to have insurance on the unit.....so I am attaching a file with the page of their agreement that CLEARLY states that I do NOT need to purchase this plan to rent a unit!...THAT IS NOT WHAT I WAS TOLD when I was at the office!....and I told Ray that I had my own insurance and I had[redacted] send an email confirmation to him early the next morning...but thats when he told me there were no refunds...which is when this wonderful scenario began!Regarding the first month free rent....the advertising banners were apx 8 FEET in the air...and on a 2-3ft pole.....and the ONLY words you could see on the banners was FIRST MONTHS RENT FREE......maybe I shouldcontact the Florida State Attorney Generals office and have them contact EXTRA SPACE on how they try to lure people into their business and then use bait and switch tactics and lie to people to scam moremoney from them!  I thought the DM and I had a resolution on this complaint....but corporate EXTRA SPACE wants to spin this so that it looks like it was MY fault..and MY decision....and it was NOT!!!!!
Sincerely,
[redacted]

Extra Space has issued a refund of the $100 deposit. The refund will go through the standard accounting process and should be expected within 4-6 weeks. A copy of the receipt will be mailed to the address provided to us by Mr. [redacted]. We consider this matter closed.

Complaint: [redacted]
I am rejecting this response because: I called the Friday before the 17th and left message questioning the amount of my bill, apparently due to a price increase. I was also giving my new card information which I still would like to and pay for service, I'm even willing to lay for next months in advance, but my card on file did not go through because the card was re issued due to by bank Was bought and new cards issued. I had received my card and had money to pay before a late fee was assessed. But I wasn't paying anything until someone explained the higher price the automated system told me. I left a message at the office and asked for a call back in regards to this matter, over a week went by and a never received a call. I went by he unit and found they had locked me out. I called customer service and found out about the price increase on top of a late fee and was told the manager called the 17 and got a busy signal. In my opinion that is not calling someone back that is trying to pay their bill. My account has had a card on file since the day I started business there, I have never had a late payment and don't plan on having one. I tried to pay both customer service and the office, but asked to waive the fee due to their lack of performance of returning a phone call concerning the bill and also updating the card in file, if I need to send phone records and something from my bank explaining they have recently been bought and issued new cards. I stilling willing to pay the past due amount without the late fees and nothing less
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Extra Space is still refusing to take ownershiper where dropping the ball is concerned.  I fully understand policy and procedure, blah blah blah.  But I'd like to believe, as a valued paying customer, Extra Space has/had an obligation to me as well.  Especially seeing, my bill was dues on 1/14/2017 and was paid, and ExtraSpace stopped managing the facility where my things are housed after payment made.  Quit convenient for them as an organization!!!!
Sincerely,
[redacted]

Extra Space Storage is empathetic to Ms. [redacted]’ situation with her unit and we hope to clear this up. On 6/26/2017 Ms. [redacted] contacted our National Call Center that she wanted to speak with someone and this case was forwarded to the District Manager. The District Manager left a message for Ms....

[redacted] to contact the DM to work through the issue together. The DM agreed to allow Ms. [redacted]’ access to the unit without collecting the pro-rated balance due as per the lease agreement however, Ms. [redacted] was unable to make it to her unit during office hours. We will not be able to refund her and ask that she contact the store if she has questions.

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.

The local District Manager and Mr. [redacted] have discussed the situation and have come to a resolution. As such, we consider this matter closed.

name on account was [redacted].Daughter [redacted] emptied the storage unit. I Don't have the account number. I was charged $128.50 by 1597 Extra Space Storage. San Antonio TX on July 18, 2016 .  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] C/o [redacted]

Extra Space Storage understands Ms. [redacted]’s frustration and we hope to clarify the issue. Extra Space Storage is not a warehouseman and we encourage customers protect their items with insurance protection. Any compensation will need to come from the insurance company, either with our third party or personal insurance. Extra Space Storage takes precautions to protect against rodents and insects through Eco Lab. Extra Space Storage asks that Ms. [redacted] files a claim with their insurance provider as Extra Space will not be refunding for this issue. Please speak with the site staff for a copy of your rental agreement

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.  Mr. [redacted] did provide a move-out notice via the website on 10/15/15, he selected a move out date of...

10/12/15. On 10/20/15 the site management team spoke to the Complainant over the phone. The management team notified him that there were still items in the unit and and as such, it was still considered occupied. Mr. [redacted] was asked to either pay rent for occupied storage space or to come remove his items. Tenant notified site that he didn't care what happened and that he would not be removing the items nor paying for the space. Site continued to attempt to reach Mr. [redacted] by leaving multiple voicemails over the following months. On 12/12/15 Mr. [redacted] answered another phone call during which he was offered a Release of Interest, which he refused, and he asked the site to stop contacting him. The Release of Interest has been attached should Mr. [redacted] wish to sign it prior to the auction date of 1/13/16. Should he not wish to sign it, the auction will proceed and any amount past due not covered by the proceeds from the auction will be sent to collections.

Extra Space Storage understands the frustration with this situation and wants to help! We have reached out to the District Manager and a full refund of all rent and move in costs will be processed as an account credit if you still want to rent with Extra Space or refunded via check if you no longer...

want to rent with Extra Space. We apologize for the inconvenience and hope to continue doing business with you. Please give the rental office a call or stop by so they can take care of you!