Extra Space Management, Inc.

Extra Space Storage has the legal right to charge late fees when an account has not been paid as outlined in the lease agreementExtra Space Storage staff waived two monthly late fees for 7/21/and 8/21/paymentsThe account is due on the 16th of each month and paying on time is the sole responsibility of Ms***Fees will not be waived or refunded as the store staff has already assist with two late fees as a customer serviceMs*** may go into the office and request a copy of the lease agreement and payment ledger for her recordsStore employees call once per week, which is not considered harassing, to touch base with customers as a courtesy to avoid going into foreclosureAs per the lease agreement, a minimum days move out notice is required for vacating the spaceA pro-rated payment may be made if the account is current, before the next billing cycle (before the 16th during office hours) in the event that a customer would like to move out, outside of their billingThese are the responsibility of the customer to communicate with store staff to arrange moving out of the space in a timely manner, as described in the monthly rental agreementNo further fees will be waived, and no refunds will be available

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 This is acceptance is subject to Extra Space actually sending the check as promised If this is not resolved within the time frame specified, I will file another complaint
Sincerely,
*** ***

Extra Space understands your frustration and hopes to clarifyUnits that are low on inventory are on a first come, first serve basisIf a unit is reserved online, and does not fall into the first come, first serve category, the price is automatically reserved to the internet priceThe pricing
structure is that you may have the internet special rate, OR the month promotion, either half off or free, for the first month, you may not have bothPlease work with the site staff or call our customer service line to create a case at 888-STORAGE and the district team may be able to assist

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, *** *** signed a month-to-month leaseThe 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 on September 15, The adjustment will take effect Oct 22, and not Sept 22,

Extra Space Storage understands Mrs***’s frustration and we hope to clear the air for this matterExtra Space Storage is not a warehouseman and that information was understood during the signing of the lease agreementExtra Space recommends insurance coverage and what is covered and not
covered is also a part of the lease agreement that can be viewed at any timeA copy was given at the time of rentalThe store does take measures to prevent rodents using ECOLab for regular checkups and they take preventative measuresExtra Space Storage prohibits the consumption and storing of consumables while on the propertyWe encourage Mrs*** to reach out to her personal insurance and file a claim as they may be able to cover her damaged goodsExtra Space storage can help by offering bags or boxes and assist with disposing some of the damaged itemsExtra Space will not be refunding or compensating for damages

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 facilityMrs*** *** concerns were addressed soon after she contacted customer serviceThe late fee policy was
thoroughly explained and as a one-time courtesy, a lock charge and $in fees were waivedA payment will be made by Mrs*** in Saturday, November to bring her account current

Extra Space Storage understands your frustration. A rate change letter was mailed to your address on file on 2/2/It is the customer’s responsibility to keep their contact information current. 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. As a service to our customers, we walk the property daily and inform our customers if there’s any issuesPlease speak with the site manager for a copy of your lease and also to negotiate your rate change if possible. You may also contact our customer service at 1-888-storage

The electronic lease sent to you is a legally binding lease that was signed with a unique electronic signature by *** *** on Septembe19th, at 1:PMThe email address mentioned by the Ms*** was the address that was provided to Extra Space at the time of rental and all information should have been reviewed and verified by Mr*** before proceeding with the lease signingWe empathize with the complainant, but Extra Space will not refund or prorate per the policy previously outlined

Complaint: ***
I am rejecting this response because: I received a call last month from Extra Space Storage John Stasking for $245.00. I have been paying rent for about years for a storage unit starting at $51.50/mo. and now raised to $60.00/mo.. I pay by money order on time. It was disturbing because two money orders were not credited to my account, one for January and one for February 2018. Extra Space claimed never to have received the payment for January and they held the February payment until it was legally too late to add it to my account, then returned it to me. They then asked for two late fees of $each and a close out fee of $and clipped the lock. In response I made copies of two money orders purchased in the precise amount of the unit ($at the time) each purchased shortly before the storage unit rental due date as evidence of paying in good faith as I have all along. Not proof, but evidence. Extra Space John Stbelieves I was slack in my responsibility because of failure to look for electronic receipts sent to an e-mail address which they recited to me but which I did not recall giving to the previous management. I probably gave it "casually" to Tuck-It-Away Storage at signing with no specification about how it would be used and Tuck-It-Away Storage did send me a printed receipt in the mail so I felt things were in order at the time. As electronic receipts are a somewhat recent innovation I don' feel completely responsible for this lapse in accountability. It would have been nice if Extra Space called me sooner when they could not find January's payment. Who is Mr***? Did they post my January payment to an account in that name in which case I would not have received an electronic receipt anyway? They sent another man's account information to me. How do I know they haven' done the same to me? Is my personal information safe? The serious errors regarding identity reflect a flawed and potentially dangerous system. Why should I pay for that?
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 facilityRegardless of the effort and money we spend protecting our customer's items including secure access and live in
resident site manager, 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 needsMs***’s insurance claim was denied by Beecher C*** because the customer’s lock was still intact and there were no signs of forced entryIn addition, the customer retained all copies of keys to the lockWe ask that Ms*** contact her personal insurance company and Extra Space will cooperate with her adjuster as much as possible once a claim has been filedAny issues with Beecher C*** and the way her claim was handled and the customer service she received should be directed to the company directlyFurthermore, the site manager, Omar S***, never said anything about illegal activity at the site and there has been no record of such happeningsWe 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 facilityThe account in question belongs to Abondant Hands of HopeThe contact information on file is out of date and now
belongs to an insurance companyThe site has been trying to contact the company numerous times via email and telephone The lease 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 The unit is currently in lien and scheduled for public auction and we urge that *** *** reach out to the local facility to make a payment

Called and spoke with Keri who told me that the information I provided and attached with my reply was sufficientthe attachments included letters sent to customer as part of the foreclosure process and the certified mailing/stamp of her keys

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. A refund has been issuedThe refund will go through the standard accounting process and should be expected
within 4-weeksNo additional compensation will be issuedWe consider this matter closed

Extra Space Storage understands the frustration with the increase. Per the lease agreement Extra Space does reserve the right to adjust the rate with a 30-day written notice. If you would like to see about having the rate changed, please speak with the store staff and ask for an adjustment. If you do not want to speak with the store staff, please call 888-storage and a customer case will be created for you for further review. If all options have been done, the account is not eligible for a decreased rent.

Extra Space Storage understands Ms. [redacted]’s frustration and we hope to clarify the matter. Extra Space Storage asks for at least a ten-day written notice before vacating the space. To pro-rate to move out of the unit, the payment must be made prior to the move out date, which can be charged to the...

last day that the customer may need the space. If the payment is not made on time, the regular rent will charge as normal. Extra Space Storage does not refund partially used rent. Extra Space Storage asks Ms. [redacted] to speak with the site staff for a copy of the rental agreement. Customer service may be reached at 888-STORAGE.

Complaint: [redacted]
I am rejecting this response because:   I understand your policy but you are in violation of the law. Where is the certified mail sent to me stating there was a lock out? I ask you to address your violations of the law not that you made a call and sent an email. I would watch what you write next as it will decide what route we take; Im thinking a more formal venue.
Sincerely,
[redacted]

It is the sole responsibility of the customer to make their payment on time. As a courtesy, it is our policy to give a call to the number on file to try an avoid a late fee. The rent is due on the due date and the period before the late fee is charges is for the customers benefit. If the payment is late, even after that period after the due date, a late fee is assessed and falls within the law. This late fee is due and a full payment will be required to make the account current. Extra Space Storage will not be waiving the assessed late fee. Mr. [redacted] may go into the store, call, use the automated phone system, use the mobile app, or pay online to avoid late fees.

Complaint: [redacted]
I am rejecting this response because:I was given a due date of the 10th of the month BUT when I tried to make that payment I was told I could NOT pay using my banking information...this is ridiculous ....if the "late fee" doesn't accrue for 5 days why do I have to pay by YOUR methods?? Why can I not pay with my banking account info?  If your company would have disclosed up front  that you needed the payment the day before my ACTUAL DUE DATE THAT IS ON MY PAPERWORK....I would have made it on the 9th, which is what you peoplereally wanted in the first place.  The money is in a bank account...do you want your money or do we want to escalate this some more??   I do not have a card to use!  Why is your company being so unaccommodating?  
Sincerely,
[redacted]

The District Manager, Jeff S[redacted], has been in contact with [redacted] and has been working with her to come to a resolution.

Extra Space Storage thanks you for your feedback and we will review the day counter to see if this can be adjusted.