Extra Space Management, Inc.

Complaint: ***
I am rejecting this response because:call my lawyer *** ***
Sincerely,
*** ***

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

Revdex.com:I am in receipt of an email from extra space storage which puts my monthly charge at $163/month, not the $153/month they've stated Naturally, I'd prefer the rate of $153/month, along with my refund from the $they charged me last month, prior to my complaint The fact that this company thought nothing of a 30% rate increase, until I complained to the Revdex.com should give any future prospective customers pause Along with my discounted rate raise, I was verbally informed there will be another rate increase in either or months Raising a new customers rate after only months is not simply business protocol, as no other storage facilities employ that practice This explains why they almost always have units for rent, while other places keep their renters long term Obviously, their intent is to rate increase at least once a year, if not twice My complaint that the initial sale of the unit did not include the information that there would be at least one rate increase at a minimum of 10-15%, if not 30%, still stands Renting a "month to month" unit should have to include an increase schedule, as well as an increase amount, so the renter can actually know what they're getting themselves into The minute I can find an available space elsewhere, I'll be vacating this space and encourage all their other tenants to do the same They should not be ***wed to get away with this Again, I would like to see them forced to disclose these practices, with the increase amounts, at the start of any new rental.In reference to complaint ID ***
Sincerely,
Daniel G***

Ms*** electronically signed a rental agreement upon renting with the facilityAll rental agreements are automatically emailed via DocuSign, an e-sign company, to the email address given at time of rental This lease states, LIMITATION OF OPERATOR'S LIABILITY AND INDEMNITY14) THE OPERATOR IS NOT A WAREHOUSEMAN ENGAGED IN THE BUSINESS OF STORING GOODS FOR HIRE, AND NO BAILMENT IS CREATED BY THIS AGREEMENTTHE OPERATOR EXERCISES NEITHER CARE, CUSTODY, NOR CONTROL OVER THE OCCUPANT'S STORED PROPERTYALL 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 RISKOperator 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 lawOccupant 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 AgentsOperator 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."Our climate-controlled units contain an increased amount of insulation, programmable thermostats, and HVACThis means that piping that may contain moisture is involved with keeping climate-controlled units climate-controlledUnfortunately, issues may arise that are out of our controlOnce notified, our Extra Space Storage facilities attempt to fix or resolve any issues as quickly as vendor availability dictatesAs a gesture of good faith we have offered to work on a potential settlement with Ms***However, the result of an insurance claim is a necessary step in this process as they will offer insight as to the actual value attributed to the goods stored and their assessment of damages accruedOnce this has been completed our District Manager, Tina, can move forward in this process with Ms***

Complaint: ***
I am rejecting this response because:ACCESS6) Customer shall have access to the Space and the Facility only during such hours and days as are regularly posted at the Facility, which are subject to change by OperatorIf Monthly Rental Charges have not been timely received, Operator may invalidate Customer’s gate code after the fifth day of the monthThis shall serve as notification that rent is due and not paid according to Operator’s recordsNotwithstanding, Customer shall have a right to access to Customer’s property or to occupancy of Customer’s Space until the time set forth in the Preliminary Lien Notice sent to Customer has expired, and such access will be permitted upon Customer’s request during regular office hoursIf Customer is renting more than one Space at any given time, default on one rented Space shall constitute default on all rented Spaces, entitling Operator to deny access to Customer on all rented Spaces.7) Customer shall provide one lock for the rental Space sufficient to secure Customer's personal propertyCustomer shall not provide Operator orOperator's agents, authorized representatives and employees (collectively "Operator’s Agents") with a key to Customer's lock.8) Customer grants Operator and Operator's Agents or any governmental authority access to the Space: a) upon three (3) days prior written notice, b) upon default of the Agreement by Customer for thirty (30) days, c) in emergency circumstances (defined as imminent injury to persons or property),or d) as required by lawIf Customer fails to grant access, Operator, Operator's Agents or the agents of any governmental authority shall have theright to remove Customer's lock and enter the Space to examine the contents, to make repairs or alterations, to take reasonable steps to preservethe Space, to comply with the law, or to enforce Operator's rights; including the right to relocate Customer’s belongings if necessary9) Customer shall safeguard any property stored at the FacilityIt is Customer's sole responsibility as to those persons who are given access to Customer's Space and Operator shall not be liable for anyone other than Customer entering the Space unless by Operator’s gross negligence. Although it is written in the agreement that the customer shall provide a lock, it does not state that failure to provide a lock grants access to the business or it's employeesThe agreement clearly states the four situations which a customer grants the business, employees or government authority access to their storage unit; a) upon three (3) days prior written notice, b) upon default of the Agreement by Customer for thirty (30) days, c) in emergency circumstances (defined as imminent injury to persons or property), d) or as required by lawNot having a lock on the unit (because it was cut off by the business), does not qualify as one of the three reasons as to why the operator may enter into a customer's storage unitAs a customer, I should have been granted access to my storage unit for the full hours which was stated in my contract
Sincerely,
*** ***

Extra Space Storage regrets this complaint has come to the Revdex.comAs a company we work hard to provide exceptional customer service at a professionally managed facilityEasy Pay is the preferred method of payment and we encourage customers to keep a card on file as a backup to
making their payments, prevent late fees and foreclosure statusThe local facility stopped East Pay at Ms***’s request on Oct The payment was also reversed but due to the holiday this past Monday, it may take a few more days to processIf the Complainant chooses to cancel their insurance, they may do so after providing proof of alternate coverage to the local rental officeThe staff has attempted to contact Ms*** but she has not returned any of their callsWe ask that she please reach out to them so they can address her concerns

Extra Space Storage understands the frustration and we hope to clarifyExtra Space Storage provides at least a 30-day written notice before issuing a rental increase as per local law dictatesExtra Space Storage can change the rate based on market value, competitor pricing, and inventory and are
often evaluated every 9-months, per unitExtra Space Storage does not raise rates based on customer actions and the post mark dates of each letter are on file for each units’ rental increasesThe spacing between increase were from 3/9/to 12/8/2017, not as claimedRentals are based upon availability and are available in real time online at extraspace.comExtra Space Storage negotiated the rate and reduced the rate and called Ms*** in which, Ms*** stated she did not want to speak on the matterCredits were also issued on the account as a one-time customer serviceExtra Space Storage routinely has checks on maintenance items on the property and any issue affecting a unit should be shown to the site staff to schedule a vendor to make repairsExtra Space Storage works with Exo Lab for rodent and pest prevention on a regular basisCustomers are not allowed to bring consumables onto the propertyExtra Space Storage employees and vendors conduct regular maintenance on the propertyTo avoid uncertain exposure, please call the site staff to let them know when you will be on the premises so they can schedule their work with paint projects around your schedule, if not in excess and when availableAny damage to belongings can be brought up with the chosen insurance and a claim can be made to receive compensationWe ask that Ms*** stop by the rental office for a copy of the lease agreement and no further credits or reductions will be madeExtra Space Storage contracts are month-to-month and notice can be provided with a minimum of days written to the site staff

Complaint:
***
I am rejecting this response because: My "Negative Review" was NOT ON "Google" nor "Yelp", it was ON the "EXTRA SPACE STORAGE LOCAL FACILITY'S Website", and THEY "Extra Space Storage" are the ones NOT Posting my Review !!!If they do not POST my Negative Review on their website, then my next step is to report them to the States Attorney General in both Illinois & Utah !!!!!
Sincerely,
*** ***

This case and screen shot has been provided to the Store Manager and District Manager to research the move out noticeThey will be in contact with you within the next hours with their findings on how to move forward and will determine if you are eligible for a refund

Extra Space Storage regrets this complaint has come to the Revdex.com. As a company we are committed to providing exceptional cus***er service at a professionally managed facility*** *** has been issued a refund and an explanation and apology from the site employeeSince
this is the desired resolution, we consider this matter 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 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, MsM*** signed a month-to-month lease which includes the following condition: “All terms in this Agreement are SUBJECT TO CHANGE upon days prior written notice to Occupant, including, without limitation, rental rate changes, usage and other charges.” MrG***’s current rate is in accordance with the rental agreement terms and with any following rate change noticesHowever, we have reached out to MrsG***, explained the introductory rates, how price increases work and negotiated a rate of $153.00/month to which the Complainant has agreed toAs this was agreed upon by both parties as a sufficent resolution, we consider this matter closed

Extra Space Storage regrets this complaint has come to the Revdex.comAs a company we work hard to provide exceptional customer service at a professionally managed facility. Ms*** *** has already spoken with someone at the District level regarding this accountMs
*** is not the tenant nor is she listed as the alternate on the leaseWe understand that she makes payment on the account and she has already been made aware of the balance owed, which includes late feesNo refund will be issuedWe consider this matter closed

Extra Space Storage
regrets this complaint has come to the Revdex.comAs a company we
work hard to provide a place for our customers to store their belongings free
from damage by the elements or other factorsRegardless of the effort and
money we spend protecting our customer's
items including preventative pest
control service, we do not guarantee the safety of our facility or the personal
property stored by our customers. For these reasons, we
do not feel we are liable for the damage and will not reimburse the Complainant
for any damage. Nonetheless, if the Complainant
agrees to complete and sign a release form and provide an itemized list of items, we will reach out with a settlement amount as a gesture of our empathy

Extra Space Storage understands Ms***’s frustration and we would like to clear the air with this matterMs*** did not provide a move out notice as per the lease agreement that clarifies that a move out notice must be given at least days prior to move out, which she provided a move
out notice 07/28/that she will move out 07/29/As well, proration will be provided if the customer notifies the store prior to the next billing cycleMs***’s billing cycle is from the 15th to the 14th of each month, so the notice was given during the current billing cycleProration would have been possible, as outlined in the lease agreement, signed by both parties, had the notice been provided at least the day before her billing cycleProrations are done in advance and charged at time of notice which, did not meet the criteria as Ms*** provided a notice during her current month to leave in the current month, as well as a one day noticeExtra Space Storage is not required to refund that rent however, we offer that Ms*** call our National Call Center, to have a customer service case created, so that the DM may research the account and may possibly agree to a refund out of good faith and customer service Please call our call center at 1-888-STORAGE and the DM will research the account and possibly provide a refund

Extra Space Storage empathizes Ms***’s situationExtra Space Storage staff work diligently to protect the belongings of our customersExtra Space Storage employees will do their best to assist with theft matters however, items that are left unattended, out in the open, are not the
responsibility of Extra Space StorageExtra Space Storage is not a warehouseman and any claims should be made to the customers insurance provider and a police report should be madeExtra Space Storage employees perform daily lock checks and regular conduct maintenance on the property to be visible to deter theft and keep the property clean and secureExtra Space Storage will not be compensating for this matter and an insurance claim should be madePlease feel free to stop by the rental office for a copy of the lease agreement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Extra Space Storage regrets this complaint has come to the Revdex.comAs a company we are committed to providing exceptional customer service at a professionally managed facilityThe District Manager Joe M*** has been in contact with Mr*** and a licensed adjuster, Maxine, will
be reaching out to Mr*** within the next 2-business days

Extra Space Storage understands Ms***’ frustration and we hope to clarifyExtra 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 companySmall 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 discretionWhen Extra Space Storage took over management of the facility a welcome letter with a copy of the lease agreementRental increases are subject to happen with a 30-day written notice and rates are often based on market value, inventory, and competitor pricingExtra Space Storage asks that Ms*** speaks with the site staff to arrange deliveries and negotiate the rate increase

Extra Space Storage regrets this complaint has come to the Revdex.comAs a company we work hard to provide exceptional customer service at a professionally managed facilityWe empathize with Ms***'s frustrations and issued a refund to her payment card in the amount of $on
12/15/We ask that Ms*** verify with her banking institution as to the status of the refund back to her card

Extra Space Storage understands Mr***’s frustration in regards to the payment questionExtra Space Storage does not refund partially used monthly rentPer our lease, we require at least a day notice to vacateCustomers are given the opportunity to pro-rate to move out, which must be done before the move out date and paid in advanceWe encourage Mr*** to speak with the store directly for the specific details of his move out date, and paid through dateThe store may be able to issue a refund for the last month, if the criteria, which was agreed to in the signed lease agreement, were metPlease reach out to the store where you rented for further details