Extra Space Management, Inc.

Complaint: [redacted]
I am rejecting this response because: they have failed to address the issue in its entirety.  I am willing to take care of the account less any additional fees outside of rental amount (as long as I can verify the business card wasn't charged).  If that doesn't work for the business, I will be looking for either arbitration OR file small claims and need to know the business registered agent with the Secretary of State.  I made several requests for the area manager contact as well.
Sincerely,
[redacted]

The claims adjuster has reached out to [redacted] several times. She has left several messages, calling two contact numbers that we were provided. To move forward, we asked that Mr. [redacted] call the adjuster back as soon as possible.

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,
Chris [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. The District Manager David C[redacted] has reached out to [redacted] and has provided answers to all the questions...

outlined in this complaint. Extra Space Storage regrets the misunderstanding in this situation. The follow up survey was for a previous unit that Mr. [redacted] had rented.

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.  While our efforts include preventative care for pest control, Extra Space Storage does not make any...

guarantee in regards to issues that may arise and thus assumes no liable for damages - per the rental agreement Mr. [redacted] signed -, including from this type of incident. We empathize with the incident the customer has had to deal with and are more than willing to help in any form with an insurance claim through [redacted], which was Mr. [redacted]'s selected form of protection coverage.

Complaint: [redacted]
I am rejecting this response because: Unfortunately, I
am not pleased with the response from the company, the reasons why I would like
to explain them to the counselor that you indicate me but broadly speaking.  The response of the company they suggest that this
situation is premeditated for me by the way they say things happened, why do I think
that? First of all, if I did  not
communicate at the time I notice my padlock was changed it’s because it was a  Sunday and their offices were closed and  actually I thought that the administration had
changed my lock because I was late on my payment that is why it was until Tuesday
that I went to make my payment. On that day he told me that they didn’t change
my lock, in order to cut the lock they have to make a paper work and told Mr.
George L.  Because I was late to get to
my job I would go to do it in other day. But never thought that my unit was
stolen that it why I went until Thursday to cut the lock.
 Second the key I have didn’t enter in the lock
as they say it was a very different key to mine. When the manager and I cut the
lock, in that instant I  told him that
there were missing a lot of stuff   it wasn’t later as they say, he told me “
wait, wait here I need to make a police report.” And he left the unit. He was
the one that took time to get to back to my unit but he never did it. I waited
around 45 minutes and decided to go to his office he didn’t call the police and
when I get to the office first what he started with was questioning me, making
questions that I don’t the answer, he asked me, why should someone wanted to
get into your unit? Why your unit and not other? To the point that he said
someone that I know enter and stole my unit. Yes he told me to make a list of
the things that were missing. It’s false that I only mentioned my DJ box I confirm
that was that and my wife’s jewelry that where in shoe boxes and personal papers.
Of course I couldn’t make a detailed list because my wife was the one that had
absolutely knowledge of the things that were saved there on the boxes “someone”
took. And at that time he only told me that was goanna took a lot of time
checking the security cameras and that there wasn’t any cameras that where
pointing to my unit. After I get out of his office I make the police report, I told
the manager if he wanted to talk or give something to them and he said no that
it was okay. And the official told me that they can get the cameras unless
there was an order, that’s why they didn’t ask for the DVR recording.
Third, yes,  I  went
on Saturday with my wife to make the list, we get to the office and told the manager
that my wife wanted to see the unit to see which boxes were missing and if he
wanted to go with us but he didn’t wanted to go, so I went with my wife she checked,
after we went to make the list,  we make
the list and after all that what we heard it’s that was goanna be difficult to
check every detail of the cameras and that might be someone that we know that
knew what we had saved in there. supposedly he only could  go back 3 months of recording, and he would do
it whenever he had time until this time was when he notify me about the cameras
and about the daily check of locks that he does.  As we know it’s a rob what happened and if the
person who did this did it so easily that can come in and out of the building
with no difficulties and if you know that there are more clients that have save
things in there, how do they know that it’s no goanna come and get more stuff
from others? It’s a case that they should be worry about. But it seems that don’t
matter. For me is like they don’t care for what happened to me. It seems to be that
the cameras are only a disguise to appear the safety of things, if I had been
aware of the details of the video system had not trusted the safety of my stuff
to this company and also if I knew that the cameras were only able to check
them back to three moths I wouldn’t tell my wife to leave her stuff there and
either mine or at least only, just only if I knew that I would checked my unit
before every three months.
Also I did   change the insurance cost,
but it was because  I talk with the
adjuster that the cost of the things were greater than what the insurance
covered  and he  said that  I could change the amount and that it did not
affect the request I  was doing.
And like I being saying from the start I want the
person who did all this. This is one of the things for which I disagree
and would initiate civil proceedings to the company told me they appreciate
what the next step or if I have to go to a lawyer to investigate this case and
bring to the authorities competing in consumer cases ,I have two audio records  previously adviser to the manager about this. For
enforcement of my complain I have some proves.
Thank you very much again, and I'll be waiting for your response
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. Access was not denied to Mr. [redacted]’s storage unit when the account was paid up and current.  Access is controlled automatically by our gate system which only suspends access when there is a balance due on the account. Further, we did attempt to contact the customer repeatedly when the account went past due. We thank Mr. [redacted] for paying his account in full. We understand that Md. [redacted] lives in Virginia and we ask that he stop at either of the two locations near him to make changes to his account, including updating his address and verifying his name on the lease.

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 section referencing Insurance can be found in the lease Mr. [redacted] signed on December 14, 2015.   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 and will not reimburse the Complainant for any damage or for his deductible. Nonetheless, if the Complainant agrees to complete and sign a release form, we will refund half the disputed amount, $492 as a gesture of our empathy. We ask that Mr. [redacted] contact the local site management team to sign the release so he can receive his refund.

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] rented a storage unit from Extra Space Storage in March 2016. Since renting, she has brought...

up several issues to the site manager, who has addressed each of her concerns. Extra Space Storage does not have a copy of the keys to [redacted]’s unit nor do we have documentation or audits stating that a copy was ever provided to the rental office. [redacted] vacated the space June 10 and had left a few boxes which the site disposed of.  On June 23, an employee contacted [redacted] to discuss her concerns. She did not want any compensation and only wanted to pass on her concerns. By her own admittance, her claim with Beecher and Carson was rejected as there was no sign of forced entry. We encourage [redacted] to contact her personal insurance company and Extra Space will cooperate with her adjuster as much as possible once a claim has been filed. Extra Space does not feel that we are liable for the missing items and will not issue any compensation.