Extra Space Management, Inc.

Complaint: ***
I am rejecting this response because: I have filed a claim with the Extra Space insurance company for the damages. I am asking the company directly for a refund of rent since they were aware and negligent in the care and operation of the business. The business practices are abhorrent, unhealthy and unsafe. The units should be closed down to the general public and they are acting as, "Slumlords", collecting money and not being accountable to keeping the business safe for the renters. This process has caused me a huge amount of trauma and stress having to deal with all of my belongings and keepsakes getting severely damaged after relocating them from the central coast over hours of travel. If they had disclosed at all that there were any rats I would have NEVER put my belongings there. The business and on site staff are well aware of the over abundance of rats and the health hazards that are existing there. I am respectfully requesting a full refund of rents and that this business be fined by the BBS for these practices
Sincerely,
*** ***

Extra Space Storage has regular pest control services in an effort to prevent rodent issuesFood is prohibited on the property and we cannot control acts of God or monitor the property 24/to ensure customers are not bringing food onto the propertyExtra Space Storage is not a warehouseman and we encourage that you reach out to your personal insurance company to see if you are coveredCompensation is determined by the insurance company, not Extra SpaceDuring the signing of the lease a copy of the insurance addendum was included and given to youIn that insurance addendum was a list all of the instances that are covered and not coveredFrom there, it is up to the customer to cover other items or to not coverExtra Space will not be compensating for damages as we have take the necessary precautions that we can take

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 factors. As a company we work hard to provide exceptional customer service at a
professionally managed facilityWe empathize with Mr***' situation and the local District Manager, Ryan B***, will be reaching out to his preferred telephone number by January 4, He will help to facilitate any further resolution with Mr***We do recommend that a case is opened with the local law enforcement and a claim is started with his insurance companyThe local site will help to further any investigations in any way possible

Extra Space Storage understands the frustration and we hope to clear things up in this matterWe are legally obligated to send communication via mail when it regards access to a unit, such as a lock changeExtra Space Storage has followed its required steps and has kept documentation such as proof
of mailing from the post officeIt is Ms*** responsibility to check her mailMs*** did not notify the store when she was at the propertyWe request that Ms*** come down to the property so that the store staff can complete an incident report and provide her with insurance information

I will cancel this case as I stated before once I receive the $refund and a receipt of goods purchasedI do not consider the matter closed.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Extra Space Storage empathizes with Ms*** and we hope to clear things up in this matterExtra Space Storage is not a warehouseman and all customers are encouraged to protect their items with insurance for these types of situations, that are outside of our controlMs*** will need to
speak with the store staff to see if she had elected insurance coverage through Beecher Carlson or reach out to her personal insurance and file a claim for her lossExtra Space Storage is not liable and site employees conduct lock checks on a regular basis to ensure that units are secureWe encourage Ms*** to speak with the store staff to file an incident report, if not done so already, and see if she is coveredExtra Space Storage will not provide compensation as the customer is responsible for insuring their personal belongings

Complaint: ***
I am rejecting this response because:If I found mi items stolen from my unit in MAY and proceeded to remove what I had left in my unit that same day, why would you still charge me for June?? You did not respond to that at all.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I take it NO ONE, is reading my responseThe answer provided from the company is very GENERIC and is an auto-responseI DID agree to a pay-to-vacate so please stop with the lies this is ridiculousSince we are replying with a generic response then here is mine, once more I am rejecting this response because: All of what I've read in the aforementioned are blatant LIESIt is sad that a company could lie and take the monies of someone just days shy of auctioning off the goods and also telling a customer about the option of pay to vacateHad it been made apparent that may items would have been sold, I would have NEVER and I do mean NEVER would have paid any funds to this crooked business with it's ill practices of negligent customer serviceIf this can't and will not hold up their end of the bargain, I will then take the necessary next steps to resolve this issueI will not take this outcome lying down, I also was placed into contact with auction bidder through the manager of the storage regardless this company will clear house and should shut down all storage units, especially those that are rat-infested. Sincerely,*** ***
*** ***

Complaint: ***
I am rejecting this response because: It is not true they were 3rd party security on premises and the gate was open at random times even though there was no weather issues in the area
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 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 reflected a monthly rate of $167.00. This was the quoted rate at that time. The terms of the lease 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.” Proper notice is given on all adjustmentsIf Ms*** wishes to, she can contact the local facility to see if anything further can be done to assist her

Complaint: ***
I am rejecting this response because:
It does not address my complaint at all but continues to state that it has thr right to impose late fees.This was not my issueRather that they did not address my concerns with MY account in a timely way and then, charged me at late fee because of itI had to wait more than a week for communication from them when I had been TIMELY and within the Grace Period in approaching them about my accountI asked them about the late fee at the time and they just shruggedit off and told me to wait for the supervisor to get back to meThis is more than bad customer service, it's dismissive and obnoxiousThey are demanding that customers be timely, but do not hold themselves to the same standard.I certainly do not agree with their position hereIt does not address anything.Please convey my continuing dissatisfaction for their smug disregard!Truly, *** ** *** Sincerely,
*** ***

Complaint: ***I am rejecting this response because:Sincerely,*** ***
and that is exactly why I have given vacate notice and am moving outI am following the lead of many other as I have read on yelp

Extra Space Storage understands Mr***’s frustration and we hope to assistWe ask that you provide the location information, so we can try to look up your accountSubletting is against Extra Space Storage’s lease and if the unit was foreclosed on that would be between Mr*** and the
person who was the primary on the accountExtra Space Storage reserves the legal right to foreclose on units for non-payment as outlined in the lease agreementPlease speak with the store staff to see if a copy of the lease can be providedWe ask that Mr*** speak with the primary account holder in terms of compensation

Hello *** * ***,Extra Space understands your frustration. We have a customer service case for you and see that management has reached out to you. Please contact your rental office manager if you needfurther assistance or you may also call 1-888-storage

The address of the facility is Plank Road Fredricksburg, VA###-###-#### ###-###-####
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

I stand by my complaint but will be moving out Thank you.
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 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 reflected a monthly rate of $100.00. This was the quoted rate at that time. The terms of the lease 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.” Proper notice is given on all adjustments

Hello *** ** ** ***,A rate change letter was mailed to your address on file on 2/2/2018, postmarked. Please visit your rental office or any of our locations to obtain a copy of your rate change letter that was mailed on 2/2/2018. Please also refer to section of your lease. Thank you for protecting your belongings as sometimes, there are things out of our control such as break ins or theft.Please speak with the site manager for a copy of your lease if needed and also to negotiate your rate change if possible. You may also contact our customer service at 1-888-storage

Complaint: ***
I am rejecting this response because: As per my insurance claim, my insurance company is still reviewing my Claim.. I reiterate that Extra Space Storage must reimburse me for the monthly fees I paid because they did not provide a climate controlled unit which they promised. Reimbursement of these fees are not contingent on the amount of money my insurance company may payout. My insurance claim is for damage to my personal belongings
Sincerely,
*** ***

Extra Space Storage understands Mr***’s frustrationLoitering is not allowed on Extra Space owned or managed propertiesWarnings are given to customers when rules, which are signed and agreed to before moving in, and asked to stopExtra Space Storage reserves the right to no longer conduct
business for customers that are breaking the lease terms for breach of contractAccess to the property is granted, during office hours, for move outPlease contact the store staff to schedule a time to move out of your unit and off the propertyFailure to comply may result in your unit becoming late and all accrued fees and rental charges may be charged to Mr***