Extra Space Management, Inc.

Extra Space Storage understands Ms. [redacted]’ frustration and we hope to clarify further. Homeless persons are people and all customers can come and go if they rent a unit at the property and are not breaking rules, just as anyone else. Extra Space Storage offers package deliveries for business customers as a courtesy, not a requirement and accepting packages should be arranged by the customer and the delivery company. Small items can be left at the office and the site staff may bring them to the unit, however too many packages or frequent deliveries may be rejected at site discretion. When Extra Space Storage took over management of the facility a welcome letter with a copy of the lease agreement. Rental increases are subject to happen with a 30-day written notice and rates are often based on market value, inventory, and competitor pricing. Extra Space Storage asks that Ms. [redacted] speaks with the site staff to arrange deliveries and negotiate the rate increase.

Per the lease signed by Mr. [redacted]:"Occupant must provide Operator two (2) days verbal notice or fifteen (15) days written notice prior to vacating the Space. … Upon termination, Occupant shall remove all Occupant's personal property from the Space and Project and leave the Space in the same condition as delivered to Occupant. In the event that Operator is forced to dispose of any abandoned property of Occupant, then Operator may charge Occupant a reasonable disposal fee for the removal of such belongings, which shall be at a minimum $25."The personal property was not removed from the unit upon leaving the facility. Mr. [redacted] was notified no later than 5 days after intended move-out date that items were still left in the space and he would continue to be charged for occupying unit until they were removed, to which he responded he did not care. The Release of Interest would discontinue the accrual of any additional fees to the unit between now and the auction date. Despite this, the District Manager has been contacted to see if an agreement can be decided upon. Mr. [redacted] will be notified via phone call of any changes to our decision.

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]’s account was credited $83. We consider this case closed.

Extra Space Storage understands the frustration with this matter. Rental costs and fees are broken down before signing the lease and are detailed. Rental rates are subject to change with a 30-day written notice as outlined in the lease agreement. Extra Space Storage does offer a pay for a year and...

get the 13th month free promotion, which can be processed at the store. As already determined by the store and district staff, the rate will not be changed and we encourage calling or stopping by the store for the payment option for savings.

Extra Space Storage understands the frustration Mr. [redacted] is feeling in regard to this matter. It is the sole responsibility of the customer to make their payment on time. As a courtesy, it is our policy to give a call to the number on file to try an avoid a late fee. The rent is due on the due...

date and the period before the late fee is charges is for the customers benefit. If the payment is late, even after that period after the due date, a late fee is assessed and falls within the law. This late fee is due and a full payment will be required to make the account current. Extra Space Storage will not be waiving the assessed late fee. Mr. [redacted] may go into the store, call, use the automated phone system, use the mobile app, or pay online to avoid late fees.

Extra Space Storage has agreed to assist due to the error of the store. Please contact the store or stop by to process the refund. Thank you.

September 7, 2015Revdex.com of Utah            Re:      [redacted] – Case# [redacted]To Whom It May Concern:We are in receipt of the Consumer Complaint from [redacted] dated 9/1/2015. Pursuant to section four (4) of the...

rental agreement signed by [redacted] and Extra Space Management, Mrs. [redacted] was given proper notice that she would need to transfer units due to a major site expansion.  The facility notified her as soon as the plans were solidified by the property owner.  Mrs. [redacted] chose to move her own belongings before coming to an agreement with the local District Manager and for this reason Extra Space is not responsible for any damages she may have incurred while moving her own property.However, in the interest of customer service and due to the inconvenience surrounding the move, Extra Space Management, Inc. is willing to offer up to a 2 month rent credit upon the execution of a general release form to be signed by the tenant.Please feel free to contact the District Manager, Ms. D[redacted], directly with any questions [redacted]@extraspace.com.Very truly yours,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. Mr. [redacted] rented a climate-controlled storage unit. The temperature is kept at acceptable ranges for an...

optimum storage experience. Mr. [redacted] is under the impression that the air in the unit should be cold – this is not the case. Air that is too cold can damage belongings. The local facility has explained this to Mr. [redacted] on several occasions. An HVAC unit was in need of repair but the new unit was shipped defective and we are currently awaiting a new one. The third party vendor has expedited this process. The local facility as offered, credits, transfers, waiving of transfer fees and a month free rent for any inconvenience caused during this waiting process but he has declined all offers. Nonetheless, we empathize with Mr. [redacted] and the District Manager is willing to offer him two months free rent.

Complaint: [redacted]
I am rejecting this response because:
First of all, at no point did I request a
refund of my rent paid - I cannot figure out where Extra Space gets this idea
from.  Secondly, I have never dealt with companies which order around
their customers in order for the customer to get what is rightfully theirs in
the first place, which was paid for, in this case insurance carried by Beecher
Carlson, required by and sold through Extra Space on property stored with Extra
Space.  They have come up with all kinds
of convoluted “releases,” which they required to be notarized, in apparent
attempt to delay and obfuscate my claim. 
It is very difficult to locate a notary in the Chicago area; libraries
and currency exchanges no longer employ them, and haven’t for some years, and
our bank has recently shortened their hours, so finding an available notary was
an unnecessary, time-consuming chore.  We
live approximately an hour away each way from the facility, and cannot afford
the time to make the trip at this time. 
I am the paying long-term customer (on time for almost 2 years), not the
other way around, yet Extra Space “bosses” me around, as if I work for them,
not the way relationship should be.  We
have been as cooperative as possible, sending pictures of the damaged items
which we had to dispose of to avoid the risk of mold, which I am allergic to,
and mailing several possible keys for the lock on my storage space, as well as
a replacement lock and matching key if and when the lock would have to be cut
off of my bin.  We believe Extra Space,
Beecher Carlson, and American Claims Management are intentionally trying to
make the settlement of my claim difficult due to the prior claim of my husband
for water damage on our property in his unit at the Extra Space facility
approximately a mile away from mine, and my subsequent complaints to those
organizations higher management in order to settle his rightful claim.  It is not our fault that the Extra Space
facilities have had leakage, damaging our items.  Furthermore, this treatment appears to be a
violation of the ADA Act, since I am severely disabled and have a hard time
getting around, and they are refusing to make reasonable accommodations.  My legitimate claim, which has been open
since the damage was discovered the Tuesday before this past Memorial Day,
needs to be paid as expeditiously as possible. 
Thank you. 
Sincerely,
Anna H[redacted]

[redacted] [redacted] has made a payment on the account, effectively moving her Paid Through Date to the 22nd of every month. As this is the desired outcome, we consider this case closed.

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. Mr. [redacted] was given adequate time to clear out the unit that he had won at public auction. The staff at the site went above and beyond to ensure Mr. [redacted] understood the time frame in which he had to clear the unit and reminded him repeatedly. The store informed Mr. [redacted] that the office closed at 5:30pm so if he wanted his deposit and receipt that day, he would have to clear out the unit before closing. Mr. [redacted] informed the facility that he would not be able to clear the unit until 7:00pm Saturday evening. As a courtesy, he was be given full access until 10:00pm Saturday to clear the unit and his deposit and receipt could be retrieved from the office Monday morning. On Monday, the unit was found unsecured (without a lock), with most of its contents still inside and only a few select items had been removed. We tried to contact Mr. [redacted] but he failed to answer or return our calls. Shortly before end of business, the store contacted Storage Treasures and informed them of what had happened. It was Storage Treasures decision to ban Mr. [redacted] as his actions had violated the policy of the Auction. It was not until Storage Treasures had informed Mr. [redacted] that he was being banned that he returned our initial call. We will notify Storage Treasures and request that the ban be lifted, however, Mr. [redacted] will not be allowed to bid at any Extra Space Storage location. Furthermore, Extra Space will issue a refund of the $100 deposit. The refund will go through the standard accounting process and should be expected within 4-6 weeks. We consider this matter closed.

Extra Space Storage is empathetic to the situation that Mr.[redacted] has gone through. Mr. [redacted] moved into his unit on 8/6/16.  At the time, he declared $5,000 in insurable value, and purchased the Customer Protection Plan through American Claims Managment at $5,000. In the middle of May, he...

came to his unit and reported that vandalism had taken place, and that he had many collectible shoes missing, but he acknowledges he really has no idea when it took place during that 8 month period. His lock was in place, with the security seal, suggesting that nobody had cut a lock to break in, so he suspects somebody broke in via a neighboring unit (removing wall or climbing over the wall) He says now that he had $20,000 worth of shoes in his unit. This has been reported to the local police department, who is investigating it.  We have provided video surveillance footage to assist in their investigation. Investigation is still in progress and we ask Mr. [redacted] to reach out to the store or the authorities for updates on the investigation.

The District Manager has been notified regarding site staff.   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.  It is the responsibility of the tenant to remove their lock and give notice to the site management team...

when they vacate the unit; otherwise, Extra Space Storage assumes that the unit is still rented as agreed upon in the lease signed by [redacted].   TERMINATION OF THE AGREEMENT AND VACATING THE SPACE 16) Occupant must provide Operator two (2) days verbal notice or fifteen (15) days written notice prior to vacating the Space. Occupant understands and agrees that under no circumstances will Occupant be entitled to a refund of the first month's rent paid upon execution of this Agreement, and, thereafter, if this Agreement terminates other than on the last day before the Monthly Anniversary Date. Occupant shall not be entitled to a refund of a pro rata portion of the rent for the month in which the termination occurred, but, if termination occurs before the last day before the Monthly Anniversary Date and Occupant has given notice of such termination before paying rent for such month, Occupant may pay only the rent that accrues from the first (1st) day of such month until the date of termination. Any abandoned property may be disposed of in such manner as Operator may see fit. Operator may consider the lease terminated and may relet the Space anytime after the notification date provided. Operator may also terminate the Agreement by giving Occupant 15 Days written notice. Further, this Agreement may, at the option of Operator, be terminated upon any default by Occupant under the terms of this Agreement or the abandonment of the Space or Project by Occupant. Upon termination, Occupant shall remove all Occupant's personal property from the Space and Project and leave the Space in the same condition as delivered to Occupant. In the event that Operator is forced to dispose of any abandoned property of Occupant, then Operator may charge Occupant a reasonable disposal fee for the removal of such belongings, which shall be at a minimum $25.   [redacted] did notify Extra Space Storage of intent to vacate but the complainant left the lock on the unit. District manager, Laraine C[redacted] has made several attempts to contact [redacted] at the numbers provided within this complaint. Extra Space Storage has not received any return calls from [redacted] to discuss an agreement. We ask that [redacted] contact the District Manager to discuss this further.

Extra Space Storage regrets this complaint has come to the Revdex.com. As a gesture for the inconvenience, we are willing to offer a one-time credit for 1 month of free rent in the amount of $[redacted]. This will be applied as a credit to Ms. [redacted]'s account for the pay period covering...

10/16/15 - 11/15/15. The Complainant will still be responsible for paying her Customer Protection Plan premium in the amount of $10 due on 10/16/15. Ms. [redacted] will not have any additional fees as long as payments are completed on time as was not the case for September's payment. As this is the Complainant's desired resolution we consider this matter closed.

Extra Space Storage site staff provide courtesy calls to customers to the last known phone number on file. Late fees are assessed automatically based on the days late the unit is and if the account is not paid by the due date, is subject to a late fee based on local laws, which Extra Space Storage follows all local requirements with late fees. Please call 888-STORAGE to speak with customer service or call the site during office hours or stop by the office. You may request a copy of the lease agreement and payment ledger and get your due date. You can also create an account online to find out your due date. Extra Space Storage will not refund for a late charge that was properly charged.

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.  The District Manager, Todd M[redacted], has contacted Mr. [redacted] in regards to this...

situation. A pro-rated refund has been offered as he requested. Mr. [redacted] has yet to vacate the unit but his pro-rated refund will be finalized upon vacating the space.

Extra Space Storage understands the frustration with this matter and hopes to help. The District Manager has been contacted and will be reaching out soon about the rate and the insurance and what the available options are as well as explain any questions about the lease and its verbiage.

Complaint: [redacted]
I am rejecting this response because: I appreciate the apology and for finally listening to me. Once I see that credit on my account I will accept this as done and closed. Im sorry... I just don't fully trust your word or the company yet.  Thank you
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. Ms. [redacted] was seen on video surveillance tail gating another vehicle onto the facility and not entering...

her code to access the facility on December 4, 2016. On December 5, 2016, the facility staff discovered the damaged arm which was badly bent and cracked. An invoice was not able to be provided as Extra Space was waiting for the third party vendor, AutoGate. Extra Space was told that an invoice would be provided once the new barrier arm was manufactured and shipped out. When the facility staff spoke with Ms. [redacted], an estimate was provided as to the cost of the repairs but an invoice reflecting the accurate charges was not provided by AutoGate until December 19. Upon receipt of the invoice, the facility tried to contact Ms. [redacted] via phone and email urging her to contact them. After failing to hear back from Ms. [redacted], a police report was filed by the local facility for damages. We ask that Ms. [redacted] please contact the local facility to make arrangements to pay for the damages.