Extra Space Management, Inc.

Extra Space Storage does not diminish customer reviews as reviews are controlled by third parties such as Google and YelpWe would like to assist with your concerns and ask that you call our customer service team at 888-STORAGE and a customer service manager can assist you

Complaint: ***
I am rejecting this response because: actually there is no "ACTUAL" signature that I received except a typed statement showing my husband ms nameAnd if you look at the contact correctly our email is actually incorrectAnd we were never given anything showing what you and your company are claimingI would like to see the document showing a REAL signature not something anyone could have typed inAgain we never agreed to this and we are demanding a refund!
Sincerely,
*** And *** ***

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 facilityIt is the responsibility of the tenant to pay his balance before the 35th day past the due date
The section referencing these charges can be found in the lease MrC*** signed on September 20, 2013:OTHER CHARGES8) In the event Occupant does not pay the Monthly Rental Charge by the 5th day following Occupant's current Paid Through Date, Occupant shall pay a Late Fee equal to the greater of $or 20% for Monthly Rental Charge This Late Fee will be assessed on the 6th day following Occupant's current Paid Through DateThe Late Fees are a service chargePartial payments will not be accepted, however, if a partial payment is accepted it will be at the sole discretion of the Operator and if accepted will first be applied to fees and service charges, then to Monthly Rental Charges, taxes and insurance The Occupant agrees and understands that partial payments made to cure a default for nonpayment of rent will not delay or stop foreclosure and sale of Occupant's property The tender of partial payments shall not serve to waive or avoid the legal effect of prior notices given to Occupant Only full payment on the Occupant's account prior to the published auction date will stop a scheduled sale of the property.OPERATOR'S LIEN AND PRE-FORECLOSURE FEE9) OCCUPANT ACKNOWLEDGES AND AGREES THAT OCCUPANT'S PERSONAL PROPERTY STORED AT THE PROJECT WILL BE SUBJECT TO A CLAIM OF LIEN IN FAVOR OF OPERATOR FROM THE DATE THE MONTHLY RENTAL CHARGE AND OTHER CHARGES ARE DUE AND UNPAID, AND FOR EXPENSES REASONABLY INCURRED IN THE SALE OR DISPOSITION OF OCCUPANT'S STORED PERSONAL PROPERTY OPERATOR MAY SELL OCCUPANT'S PERSONAL PROPERTY IN A COMMERCIALLY REASONABLE MANNER AFTER GIVING TENANT REASONABLE NOTICE, IN ORDER TO SATISFY SUCH LIEN If at the close of business on the 30th day following the Occupant's current Paid Through Date, the Monthly Rental Charge and other charges still remain past due, a pre-foreclosure fee of $will be assessed and Occupant must pay such amount by cash, credit card or by certified funds No personal/company checks will be accepted for such past-due payments.Operator may enforce Operator's Lien by selling Occupant's stored personal property at public or private sale, in accordance with the provisions of applicable law, and apply the net proceeds from such sale to the payment of all sums due to OperatorThis remedy is cumulative with and in addition to every other remedy given hereunder or hereafter existing at law or in equityIn the event of a sale as provided for in this Agreement, it is further understood that the date of such sale shall constitute the date of terminationSuch sale shall not release Occupant from obligation for amounts uncollectedIt is further understood that Occupant will be denied access to the Project and the Space due to a failure to pay the Monthly Rental Charges, as permitted by the applicable state law In the event of a foreclosure of the Occupant's interest in the Space, it is understood and agreed that the liability of the Occupant for the rents, charges, costs and expenses provided for in this Rental Agreement shall not be relinquished, diminished or extinguished prior to payment in full The Operator may use a collection agency thereafter to secure any remaining balance owed by the Occupant after the application of sale proceeds, if any If any property remains unsold after foreclosure and sale, the Operator may dispose of said property in any manner considered appropriate by the Operator.Extra Space Storage acknowledges the contents of the Complainant’s storage units were sold in accordance self-storage lien laws due to lack of payment with notifications being mailed to the last known address of the customer before the contents of the unit are foreclosed onIn addition, MrC*** did speak with our site management team, acknowledged the balance and indicated he would pay the balance in full on November 28, 2014; however, MrC*** did not make paymentExtra Space Storage will not negotiate for compensation on a matter in which they have no liability We consider the matter closed

Complaint: ***
I am rejecting this response because:You are not addressing the issue of homeless persons wandering in off the street and are NOT customersThe safety of your paying customers should be a top priorityShould I report these hygiene and safety issues to the police or to the sanitation facilities of New York? Additionally, you have not addressed the rude customer service I received from PaulaI never received an apology after she contradicted the explicit instructions set for by the site manager C.J Additionally, C.jHerself went on to use accusatory language and was also unwilling to apologies for the site’s inability to properly execute what she had specifically told me would be possible, numerous timesC.JAlso refused to document her new standards in writing, which is illegal. Finally, both of these responses have been generic in nature and do not address the fact I specifically mentioned that all these issues have been taken up with C.j(Who I’m sure is the one responding to these) and she is unfortunately I adequately capable of handling these issuesIt is apparent that she has little to no experience in management or a professional work environment.I request the immediate attention of these issues as well as response from the district manager.
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. Extra 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 auctionDuring a prior nonpayment situation, the lock on Ms***’s unit was cut in preparation for auction but the account was brought current prior to auctionPer Extra Space policy, a new lock was placed on the unit and the keys mailed via certified mail to the address on fileMs***’s account fell past due again and she was not able to access her unit not due to her not receiving her keys but due to nonpaymentAfter several attempts to contact Ms***, an employee was finally able to contact Ms***As a courtesy, $in late fees and a lock charge were waived and a payment was made to bring the account currentMs*** will be vacating the unit and has until Aug 24th to vacate the space so as not to incur another month of rent

Extra Space Storage understands the frustration with this matterIf Tuck it Away did not provide or have documentation, Extra Space Does not have information to go offPlease go to the store and ask the store staff if they have physical copies of documentation for your accountThe request can be assisted and processed at the store

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

We empathize with Ms***'s situationUnfortunately, we cannot legally change the designated tenant on a unit while that unit is in a pre-lien statusMs*** signed the Assignment of Interest in October and Ms*** did not come in to sign the remainder of document until a month and
a half later, during which the unit had entered pre-lein statusSince the opening of this complaint, Ms*** has paid for the unit in full, thereby removing the delinquent status of the unitThe site has since been able to update all of Ms***'s information with Ms***'sAs such, we consider this matter closed

No true I was not sleeping there..spoke with an A*** on 1/26/2016.Very rudeThey locked my storage for days.not the storage in question..the police was called for further intimidationThe light was off, when I tried to retain my my thingsI hurt my foot in the dark..a*** stated thanks for other info but basiciBasically he doesn't careMaybe he knows about the fraudulent phony license given out to workers...at their officesmaybe they need more trainingHe attitude was distasteful I told him I'm out of town..he wanted me to pay and take my stuff out..I need a extensionBecause apparentlyThey call their friend at Miramar police departmentWith salt and pepper hair when you don't bow down to them...I want an ext...I want my items in storage..and I will continue with the complaints
Complaint: ***
I am rejecting this response because:
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 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 adjustmentsWe understand that not everyone desires to pay for protection of their itemsExtra Space Storage does require all customers to maintain insurance covering the contents of their unitHowever, tenants may choose to provide proof of their own insurance or document self-insuranceWe ask that Ms*** discuss all available options with the local management team

Complaint: ***
I am rejecting this response because: I have vacated the unit as of noon on 6/I also never heard from MrM*** in regards to this matter I was offered a refund from an assistant manager, MsB***, which I am fine withHowever, I do not appreciate misrepresentation of DM contact on their part.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Last August I filed a complaint regarding the AC unit not working for the previous months; I would like the case to be re-opened since the AC has still not been repaired and has actually gotten worse since before the broken unit was at least circulating warm air, presently it is completely offI spent several hours this past Saturday and Sunday in the unit and it was extremely HOT! You have to imagine that in Florida with the humidity it gets extremely uncomfortableIn the response that the company representative made to my complaint, the individual wrote that I wanted the area of my unit to be cold; please communicate to the individual who completely contradicted himself in the response that NO, I don't want the area COLD, I do expect the AC unit to be working and blowing cool air as in the rest of that building the the other building in the propertyIt's shameful that such a big Corporation such as Extra Space Storage has dealyed the repair of an AC unit with a customer complaining for months not address the concern of a customer who has has been paying monthly rent for the last years timely; instead come up with lies and excuses regarding why the AC unit has not been repairedFurther, the response they gave to the Revdex.com wasn't accurate and misleading! It's simply amazing that a Company that the Revdex.com (Revdex.com)has given an A+ rating can maintain that rating by performing so poorly in the handling of a simple problem such as the repair of an AC unit! It's shameful that the Revdex.com rewards such a Company for performing poorly! I would first request for the AC unit to be repaired and that I be credited for the time that the AC unit has not been working, which has been at least months! They offered months in the response to my first complaint last August, and we are heading into October and it's still broken!!!! Disgraceful!!!!
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 $60.00. 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 adjustmentsThe District Manager, Margaret O***, has been in contact with Mr *** to discuss this concerns

Extra Space Storage understands Ms***’s frustration in the matter and we hope to clear things upThe rent is due on the due date each month and it is the responsibility of the customer to make their payment, on timeA payment can be made online, in person, over the phone, the automated phone
system, and on the mobile appThe due date is the same each month and partial payments are only accepted in person as documentation is needed to be signedThe lie fee is processed when the account is in the foreclosure process and is due to non-paymentWe apologize for your frustration and that you were not satisfied with your level of customer serviceExtra Space Storage will not be waiving the lien fee as it was warranted due to non-payment

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 $127.00. 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 adjustmentsAs courtesy, the District Manager, David P***, contact *** ***, and adjusted her rate to a lower amount

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 Our local District Manager, Justin L***, has attempted to reach out to the tenant to rectify these
concernsThe 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 adjustmentsHowever, the District Manager will work with the *** to come to a mutual agreementWe work hard to ensure every customer is taken care of whenever issues are brought to our attention at the storeWe ask that if the tenants have not already made contact with Justin, to please return his phone call so a resolution may be discussed

Extra Space Storage understands Ms*** situation and we hope to clarifyExtra Space Storage reserves the legal right to foreclose on units that have not been paid and follows legal requirements for the foreclosure processRegardless of reason, failure to pay on the account does not stop the
foreclosure processThe rental agreement states all fees that can be assessed, and this was agreed to and signed for before renting the spacePlease stop by the rental office for a copy of the rental agreementExtra Space will not be waiving fees, but you may be able to negotiate a pay-to-vacate with the site and district staff

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 has made several attempts to discuss a resolution with *** *** but all communication has been met with negativity, threats and an inability to cooperateWe ask that *** *** work with the local facility, team lead and district manager to come to a resolutionWe will attempt to reopen the line of communication with *** ***

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 facilityMsS*** called to notify us of the error on 6/and was issued a check refund the same
day in the amount of $It went through our accounting procedures which takes from 4-weeks to completeAs this is the complainants requested resolution, we consider this matter closed