Extra Space Management, Inc.

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,
*** ***

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,
Shawna S***

Again, Ms*** is paid through the 29th of very monthShe has until the 5th day following the 29th to make a payment to avoid a late feeThe paragraph referenced below needs to be correctedThe least that was signed in Jan states: If Customer does not pay the Monthly Rental Charge by the 5th day following Customer's Paid Through Date, Customer shall pay a late fee of $or 20% of the Monthly Rental Charge, whichever is greaterOperator may charge a late fee for each month Customer fails to pay the Monthly Rental Charge by the 5th day following the Paid Through DateLate Fees will be assessed on or after the 6th day following Customer's current Paid Through DateAny late fees incurred by Customer are a service charge and not a penaltyPartial payments will not be accepted, however, if a partial payment is accepted it will be at the sole discretion of Operator and if accepted will first be applied to fees and service charges, then to Monthly Rental Charges, taxes and insuranceIf at the close of business on the 30th day following the Customer’s current Paid Through Date, the Monthly Rental Charge or other charges still remain past due, a pre-foreclosure fee of $will be assessed and Customer must pay such amount by cash, credit card, or by certified fundsNo personal/company checks will be accepted for past-due paymentsIt is agreed to and understood that partial payments made to cure a default for nonpayment of rent will not delay or stop foreclosure and sale of Customer's propertyThe tender of partial payments, if accepted, shall not serve to waive or avoid the legal effect of prior notices given to CustomerOnly full payment on Customer's account prior to the published auction date will stop a scheduled sale of the property Another copy of the lease can be resent or a printed copy can be provided at her request at the rental officeThe office staff will also gladly explain the late fee policy to her and the paid through dates and when her bill is due each month to avoid any further late fees

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 facilityOver the last week, both the local facility and the Roofing Company has tried to contact ***
*** in an effort to try to resolve the situationWe are that he return our calls so a resolution can be reached

Complaint: ***
I am rejecting this response because:In response to management In regards storage fee increases in the year of ,$or 20% which ever is greater.I believe this matter deseves legal and public attentionIn response your defense of Louis R***, there was no miscommunicationWhen asking him to send the new fees via email the mocking beganI spoke to Ashton Welch as well Louis R*** and both were negligent in their position as site rep/customer serviceI am willing to seek legal help in this matter through your services.Thank you, *** ***
Tha
Sincerely,
*** ***

Extra Space Storage empathizes with your situation and hope to clear the airUnits are subject to foreclosure if the customer fails to pay the owed rentIn order to stop the auction process, a payment will need to be madeif you are unable to make a full payment, please speak with the store staff
to see if you are eligible for a payment agreement, based on your rental historyRent is due on the due date and is the customer is solely responsible for making payments on timeCourtesy calls and sometimes emails are given as reminders so customers can avoid late fees and falling into foreclosureAuction buyers are asked to leave personal information and photos once when vacating the space and the store will hold the items at the store if any personal documents/photos are left for a timePlease reach out to the store to see if there is eligibility for a payment plan or pay to vacate

Extra Space Storage understands Ms***’s frustrationIf a lower rate that the property was found, for the same exact unit type, the price could be givenInsurance is recommended either through the third party or your own personal insuranceExtra Space Storage requires a minimum 10-day notice to
vacate the space as outlined in the rental agreementWith that being said, Ms*** may contact the call center and have a customer service case created to request a pro-rated refund or speak with the store staff to issue a request to the District Manager

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I will not go back & forth were it won't matter I will continue to explore my resources Thank You

As stated in the original complaint, I have requested a Due Date change since the end of March and beginning of April At first, I spoke to Carlos, Assistant Manager, regarding the matter and requested a Due Date change with himHe was very professional and pleasantI was told that it could not be done over the phone or by fax and I would have to go into an Extra Space storage center to fill out paperworkI informed him that I travel a lot for my job and that the nearest storage center is out of town but I would try to go in and fill out the paperworkI was unable to go into an Extra Space business because of my work hours and the location of the nearest center being out of townI called back several times regarding the matter and spoke to Carlos each timeI explained to him why I needed the change and how it was putting a financial strain on my paycheck in the beginning of the months.I became so frustrated with the process that I contacted the corporate office in order to have the Due Date change prior to another bill rolling aroundI have paid over $(including fees) because the due date on the 1st places a strain on my paycheck ( I get paid twice a month)My request was forwarded back to Carlos and Manager and I was contacted by themI was back to square one For the record, Carlos attempted to assist and informed me that he would attempt to change the due date in the systemHe also asked me to call back the following day to speak to the managerI called back the following day only to be told that I would have to come up with over $to have the Due Date moved to the 22nd in order to cover the days of June 1-I HAVE BEEN REQUESTING A DUE DATE CHANGE PRIOR TO JUNE! Please helpThis situation is giving me a financial hardship

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 Mr*** first visited the local office on September to notify them he could not open his unit lock
The site verified that it had not been overlocked due to deliquency, nor via a lock cut authorization form It was explained to him that he could then have his lock cut after filling out the appropriate forms, if neededHe did not wish to do this at that timeOn October 2, Mr*** returned to have his lock cut by local store managementThe lock that was cut did contain an Extra Space stickerHis key could would enter the lock, but not turnAfter opening the unit for Mr***, the store management team returned to the officeLater in the day, the Complainant returned to the office to report that he believed items to be missing from his unitAt the time he was unclear what items were missing, mentioning only a DJ BoxHe was then informed of the security cameras throughout the facility and the daily lock check completed by store personnel The stickers on the locks help to alert personnel as to when a lock is changed All stickers are obtained from the office and only put on locks of new tenants As the lock that was cut from Mr***'s unit did contain a sticker, if the lock was changed the site was unawareAt this time, the store manager filed an internal incident report and asked that the tenant file an official police report and insurance claimThe police arrived this same day and visited Mr***'s unit with him for a short period of timeThey did not stop in the office to ask for documentation or DVR recordingsOn October 3, Mr*** and his wife visited the office to report more missing items, mostly jewelryThe couple was again notified that the office would assist with the investigation the best they couldAs this had become an official police matter, the detective on the case was at liberty to request any necessary itemsHowever, due to the limited manpower at the site, the store management team was unable to review all video footageWe are willing to give this to the police, should it be requestedOn October 6, Mr*** returned to the office again, this time to increase his insurance policyExtra Space Storage takes all incidents of theft very seriously and exhaust all options to assist the police with their investigationAs previously noted, the store management team is able to work with the police department and insurance companies regarding this claim

Mr*** has relocated to another Extra Space location which is his desired settlementWe consider this matter resolved

I an rejecting this response. First if this is exceptional customer service, I would hate to see the bad. I was a client in good standing for a yearAs I stated, I was unable ot work due to a serious medical condition and was hospitalized monthlyBut I did everything in my power to catch up, but was rebuffed at every turn.I did not ignore this, as I called the facility many times trying to work something out to avoid then selling my items.....I NEVER once tried to avoid ANY feesI tried diligently to work with this person to make arrangements. I tried to tell him....why not take partials? If I stopped....well then the company had money that wouldn't have had and they would proceed per whatever they doI can;t even count the times I calledI asked for his boss...and he gave me a number(San Antonio I think...it was another location)I left MULTIPLE messages for this person and they were never returned. There was no "exceptional customer service"Just dead airI lost pictures and items with big sentimental valueI was trying to get back to work and pay up and get back on track with this companyHere's a case in point....the gentleman did let me into the unit....I needed an iron and ironing board to get ready for interviewsDont you think if I was a person who didnt have an intention of paying my debt, I would have grabbed everything I could????? But I didn't....because any really company would have a bit of compassion. This statement of the call on November 28, is totally falseI made no promises to this man and was very upfront at every stepInstead, they sell my stuff and try to get more money out of me. At this point, I feel they acted with negligence and put up a wall of customer concern and client care.
Complaint: ***
I am rejecting this response because:
Sincerely,
Thomas C***

Hello *** ***,Please speak with your rental office manager regarding the specific hours of access to your unit We understand your frustration; however Extra Space will not reimburse for towing feesIf you have any other concerns, please call our customer service desk at 1-888-storage

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 facilityExtra Space Storage does require all customers to maintain insurance covering the contents of their
unit. If a customer elects to use their own coverage in place of our offered Customer Protection Program, proof of coverage may be requested. The website does clearly state that a one-time administration fee will be charged at the time of rental (please see attached screenshot of website)Furthermore, the complainant’s reservation rate of $was honored and a credit added to the accountAround the time of move-in, Colorado Springs experienced the snow storm “Blizzard”The site had been working diligently with the snow removal crew to remove as much snow as possible from the property with the use of skidsCrews had been working tirelessly to not only remove snow from our facility but also other businesses and were not able to fully clear all remaining snow from the facility until this past weekFor the inconvenience, we did offer to transfer Mr*** to another unit but the offer was declined and we were notified of his intent to vacateHe has since removed his belongings from the facility and moved to another Extra Space locationWe consider this matter resolved

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 facilityExtra Space Storage follows all state lien laws governing self storage which includes notice being
mailed to the tenant's last known address and tenant locks being cut in preparation for the upcoming auctionIf Customer does not pay the Monthly Rental Charge by the 10th day following Customer's Paid Through Date, Customer shall pay a late fee of $for Monthly Rental Charges $or less, $for Monthly Rental Charges between $and $100.00, or the greater of $or 15% of Monthly Rental Charges over $Operator may charge a late fee for each month Customer fails to pay the Monthly Rental Charge by the 10th day following the Paid Through DateLate Fees will be assessed on or after the 11th day following Customer's current Paid Through DateAny late fees incurred by Customer are a service charge and not a penaltyPartial payments will not be accepted, however, if a partial payment is accepted it will be at the sole discretion of Operator and if accepted will first be applied to fees and service charges, then to Monthly Rental Charges, taxes and insurance (if applicable and Customer wants to keep the insurance)If at the close of business on the 30th day following the Customer’s current Paid Through Date, the Monthly Rental Charge or other charges still remain past due, a pre-foreclosure fee of $will be assessed and Customer must pay such past due amounts by cash, credit card, or by certified fundsNo personal/company checks will be accepted for past-due paymentsIt is agreed to and understood that partial payments made to cure a default for nonpayment of rent will not delay or stop foreclosure and sale of Customer's propertyThe tender of partial payments, if accepted, shall not serve to waive or avoid the legal effect of prior notices given to CustomerOnly full payment on Customer's account prior to the published auction date will stop a scheduled sale of the propertyThe complainant will need to visit the facility shortly after payment has been processed either on the phone or in person to secure the unit with another lockPlease contact the facility if you have any questions or concernsWe 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 facilityWhen Ms*** *** rented the storage unit, she was provided a copy of the rental agreement which includes,
Customer must provide Operator ten (10) days notice prior to vacating the Space and terminating this AgreementOperator shall not be required under any circumstance to refund Customer’s first month’s rent or other charges paid at the time of execution of this AgreementIn addition, Operator shall not be required to prorate Monthly Rental Charges if Customer gives notice of termination to Operator and the termination date occurs during a Rental Month for which Customer already paid the Monthly Rental ChargeHowever, if Customer’s notice of termination includes a date of termination that is to occur during a future Rental Month, Operator shall prorate the Monthly Rental Charge for the Rental Month wherein termination occursFurthermore, Customer shall be entitled to a refund of any prepaid Rental Month Charges so long as Customer has not occupied the Space for any portion of the prepaid Rental Month at the time of terminationCustomer agrees to the refund policy outlined above The spaces should be solely used for the storage of personal property and customers should not loiter about the facilityThe local management and the District Manager as aware of the situation at the facility and have been working with those involved to remedy the situation Furthermore, no customer has access to any floors after 10:PM as per the posted hours of operationPer the lease signed by Ms***, “Customer shall have access to the Space and the Facility only during such hours and days as are regularly posted at the Facility” For these reasons, Extra Space will not be issuing any credits or refunds for Ms***

Mr*** as per your request on 01/04/15, a message was left for Mr*** so we could discuss the items addressed on your issues regarding a rent increase, fire and security door concerns . I did not have the pleasure of speaking with Mr*** and therefore to expedite matters I am
informing you that the scheduled rate increase for January has been retracted and a credit has been issued for the increase amount paid. Please note that Extra Space Storage acquired the Fort Lee facility in October of and therefore continuing to make all necessary improvements to the sites overall appearance and Extra Space standards. I would like to inform you that I have visited the site and the concerns regarding the Fire and Security door were addressed and will be corrected by 01/06/15. If there are any questions please do not hesitate to contact the local site office

Hello Ms*** ***, Extra Space Storage understands your frustration. Our lease states that we are not a warehousemen and we encourage customers to protect their belongings with insurance, either through our 3rd party provider or their own personal insurance. Extra
Space Storage will not be refunding for used rent. As a service to our customers, we walk the property daily and inform our customers if there’s any issues. Sometimes there are things out of our control such as weather conditions or power outagesThe district manager has been informed of your concerns with the site’s staff and you may also reach out to our customer service at 1-888-storage. Please feel free to stop by the rental office for a copy of the lease agreement

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 apologize for any miscommunication that may have occurred but we provided proper notice to Ms***
However, to end the controversy, the District Manager has agreed to issue the requested refund of $The refund will go through the standard accounting process and should be expected within 4-weeksAs this is the customer’s desired resolution, we consider this matter closed

All promotions and/or promotional rates are subject to change, based on availability and are at the digression of managementThese rates are not to be abused by any customerExtra Space has gone above and beyond to accommodate Ms*** but at this time, we will not be able to honor her request