Extra Space Management, Inc.

Extra Space Storage understands the frustration and hopes to clear the air. Extra Space Storage has the legal right to charge late fees when an account has not been paid as outlined in the lease agreement. Extra Space Storage staff waived two monthly late fees for 7/21/2017 and 8/21/2017 payments....

The account is due on the 16th of each month and paying on time is the sole responsibility of Ms. [redacted]. Fees will not be waived or refunded as the store staff has already assist with two late fees as a customer service. Ms. [redacted] may go into the office and request a copy of the lease agreement and payment ledger for her records. Store employees call once per week, which is not considered harassing, to touch base with customers as a courtesy to avoid going into foreclosure. As per the lease agreement, a minimum 10 days move out notice is required for vacating the space. A 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 normal billing. These 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 agreement. No further fees will be waived, and no refunds will be available.

I do no accept the response of the business. I understand that the account is required to remain current.  Once I first was made aware of the delinquent account I paid the late payments and fees even though I originally thought I had cancelled it correctly in person.  After I was made aware of it's status and that I was no longer allowed to access the facility, I submitted payment for the past due amount and submitted a cancellation request. At that point, I was never told that I was allowed back at the facility.  The management staff told me that my access code would not work.  I submitted the cancellation request and received confirmation that it was paid and the Manager would contact me.  I received no response.  The staff never cancelled the account after I paid all fees and never told me that there was anything additional that I needed to do.  These conversations regarding my restricted access happened over the phone and I was never made aware of anything other than that I was not allowed back.  The account should have been cancelled back in December after I met the requirements of notifying the management via their website (I have the email confirming I submitted the cancellation request) but it never was cancelled.  I am past due now because they did not follow through with the cancellation and I was not told I could come back.  I do not want access nor do I want anything in the storage unit.  I would like the account to be cancelled per my original request in December and the late charges and fees that accrued after the cancellation request that are a result of no follow through from the staff removed.  The facility can auction off the items but I do not want anymore fees.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Extra Space Storage understands Ms. [redacted]’ frustration and we want to address her concerns. The store has called and emailed several times to reach Ms. [redacted] to receive no response. We do understand that email is her preference and we made the change from phone calls to emails, yet we still...

did not get a hold of her. The store team had repair companies working on fixing the AC/Units for that floor and the repairs were delayed. In the mean time, the store did purchase large portable AC/Units to keep the area cool and to meet our contracted spec of 80’F. The store staff wanted to see if they could move her to a different unit or to another store to meet her preferences and Ms. [redacted] refused. She had her first month half off and we refunded her the second months rent for the inconvenience. She has now been in contact with the store and we encourage her to continue working with the store through her move out process as she is planning on vacating the space. We will not be compensating her any further than we already have with the refunded month’s rent.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will contact business to make arrangements.Thank you Kimberly K[redacted]/ Kevin A[redacted]
Sincerely,
Kimberly K[redacted]

Extra Space Storage regrets this complaint has come to the Revdex.com. As a company we work hard to provide exceptional customer service at a professionally managed facility.  Unfortunately, the facility located at 8319 Jennings Station Rd, MO 63136 is no longer managed by Extra...

Space Storage as of January 24, 2017. It is the responsibility of the new management to notify all customers of this change. We apologize for any inconvenience this may have caused. If Ms. [redacted] has any further questions regarding her account or this change, we ask that she contact the new management company.

Extra Space Storage understands the frustration of Mr. [redacted]. The District Manager and Store Manager have been trying to get into contact with Mr. [redacted] and have been unsuccessful, via phone and email with no response on moving forward with this matter. Looking through the account, Mr. [redacted] has...

been late in paying several times. The first late fee is processed on the 6th day of being late, in which Mr. [redacted] does not reach out to the store with his concern, until after the late fee has been processed. The store staff has waived several late fees and advised Mr. [redacted] on how to use the website, to stop by, or call and make a payment over the phone if he is having trouble. Extra Space will not be waiving any further late fees and ask that Mr. [redacted] call the store and speak with the store staff on how to move forward. Rent is due on the due date and we do not charge a late fee until 6 days after the due date.

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. When the incident occurred, the unit sharing the rear wall with [redacted]’s unit was vacant and...

we can only assume that the contents of the unit were not stalked/packed correctly. We empathize with Ms [redacted] but 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 needs.  For these reasons, we do not feel we are liable for the damage and will not reimburse the Complainant for any damage.

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. 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 were foreclosed on. To date, no personal effects have been returned to the rental office by the winning bidder.

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.  Mr. C[redacted] signed a rental agreement on June 29, 2015 which contained the following...

provisions in sections 6 and 16: “The first Monthly Rental Charge and a one time, non-refundable, Administration Fee shall be paid on the Rental Agreement Date listed above. Thereafter, the Monthly Rental Charge shall be due on the same day every month (the "Monthly Anniversary Day "). The period between consecutive Monthly Anniversary Days is referred to as the "Rental Month.”  “Occupant must provide Operator two (2) days verbal notice or fifteen (15) days written notice prior to vacating the Space. Occupant understands and agrees that under no circumstances will Occupant be entitled to a refund of the first month's rent paid upon execution of this Agreement, and, thereafter, if this Agreement terminates other than on the last day before the Monthly Anniversary Date.”However, on June 30, 2015 we have granted their refund request in the amount of $22 as a gesture of good will.  The refund will follow our established accounting procedures and will be delivered within 2 – 4 weeks.  As this is the customer’s 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, Ms. B[redacted] signed a month-to-month lease which includes the following condition: “All terms in this Agreement are SUBJECT TO CHANGE upon 30 days prior written notice to Occupant, including, without limitation, rental rate changes, usage and other charges.” In order to receive notices in a timely manner, tenants must keep their addresses up to date.  Also located within Ms. B[redacted]’ signed month-to-month lease: “Occupant shall notify Operator of any change in Occupant's address or phone number within ten (10) days of the change. Such notifications shall be (a) by certified mail, return receipt requested, postage prepaid, or delivered in person at the Project's rental office or (b) made at www.extraspace.com via online account management. Failure by Occupant to notify Operator shall constitute a waiver by Occupant of any defense based on failure to receive any notice.”  Proper notice is given on all adjustments.  Ms. B[redacted]’ current rate is in accordance with the rental agreement terms and with any following rate change notices. In addition, Extra Space has thoroughly explained all of the rules and procedures to Ms. B[redacted] about her account and has worked diligently to have her understand that balance owed. Here is a detailed breakdown of the status of her account: In February 2014, Ms. B[redacted] signed up for a unit by completing the aforementioned month-to-month lease. Ms. B[redacted] received a rate increase in April 2015 and received a credit as she stated she did not receive the notice that was mailed 45 days prior. She was then given a second, verbal, 30 day notice that this would be the price going forward. Ms. B[redacted] paid in full for the month of May 2015, but has not yet paid for June 2015. She received a call on the 5th day past due, before the late fee was added to the account. This late fee was waived for her as a one-time courtesy a few days later. We ask that Ms. B[redacted] pay the balance due to Extra Space Storage and if she has any further questions, the site management team is available to answer them at any time during normal business hours.

Complaint: [redacted]
I am rejecting this response because:  The fact that I was told that I couldn't pay my past due balance and regain access to my unit was not addressed.  The increased rent was not addressed.  I was not notified that my rent was going to increase and I as far as getting in contact with me, my email works fine I get receipts and other correspondence from them but not this matter.  The fact that I was told I had to pay my past due balance and the current month which was not overdue at the time in order to gain access to my unit was not addressed.  I was handled unprofessionally and am not at all satisfied with your policies.  I will be moving out as soon as I can.
Sincerely,
[redacted]

Extra Space understands your frustration.  Regarding your situation, Extra Space Storage has a 5 day grace period before payment is considered late.  We accept check, card, or cash payments with no partial payments.  Your account will need to be in current status before you can be set...

up for automatic payment withdrawals.  If you have a debit/credit chard or a checking account, you may set that up for recurring payments to avoid the late fee.  The site manager is aware of your concern.  Please call your rental office to make a payment or you may also call 1-888-storage.  You may also pay online or by sending in a check.Tell us why here...

Extra Space Storage is legally allowed to sell the contents of a unit in auction. Extra Space Storage asks the auction buyers to leave personal items and documents, but it is their choice if they dispose of those items and would need to be brought up with the auction buyer. Addresses and contact information must be updated by the customer. All legal requirements were followed, and letters were mailed to the last known address on file, forwarding addresses are not a change of contact information. It is the customers sole responsibility to take responsibility for updating their contact information, which could be done online or in person. Extra Space empathizes with the situation, however, speaking with the site staff and working out the details needs to be done before the unit is sold at auction. The unit has been sold and the auction buyer has a right to not speak with our customer as they have lawfully and rightfully purchased the contents of the unit. Extra Space may contact the auction company or provide you with their information and the auction company/yourself may get a hold of the auction buyer, but that is between them. Please go to the rental office, send them an email, or give them a call for that contact. Extra Space storage can provide you with a copy of your lease or rental ledger; please speak with the site staff. If you are active duty, military, that information should have been provided at the signing of the lease

Extra Space Storage understands the frustration and we hope to clarify this matter. Extra Space Storage will remove a review if it does not meet proper and common guidelines for professionalism that are common practice for reviewing sites. We happily post negative reviews to support transparency with our existing and potential customers. Please feel free to speak with the site staff or speak with our customer service team at 888-STORAGE to address the concerns to find an amicable solution. Thank you.

Extra Space Storage regrets this complaint has cometo the Revdex.com.  As acompany we are committed to providing exceptional customer service at aprofessionally managed facility. Our district manager has contacted Ms. [redacted]and agreed to adjust her rate back to the original rate. Ms....

[redacted] wassatisfied with the offer. Extra Space considers the matter closed.

Extra Space Storage empathizes with Mr. [redacted]. As a measure of protection, Extra Space uses third party pest control as a preventative measure to protect customers against these kinds of incidents. Our gate log records indicate that Mr. [redacted] was active in visiting the property and going to his unit in which, he did not notify the office staff while he was there. Had Mr. [redacted] told the store staff, our team could have offered bags, boxes, to throw away items, and clean up. Sections 13, 14, 15, and the insurance addendum, signed by Mr. [redacted], states that we are not a WAREHOUSEMAN and that we encourage our customers to take insurance to cover their belongings. The insurance addendum states all items covered by American Claims management and the customer was given a copy of his lease agreement, and and insurance addendum during the initiation of the rental. We encourage Mr. [redacted] to reach out to his personal insurance provider and file a claim. Extra Space Storage will not be compensating for damages.

Extra Space Storage regrets this complaint has come to the Revdex.com. As a company we work hard to provide exceptional customer service at a professionally managed facility. Upon closing, the facility staff discovered the unit unsecured and appeared to be abandoned. The unit was...

subsequently vacated and cleaned. Ms. [redacted] was offered $100 and access to retrieve the items from the dumpster. For these reasons, we do not feel we are liable for the damage and will not reimburse the Complainant for any damage.

Extra Space Storage understands Ms. [redacted] frustration and we hope to clear the air in this matter. The account is severely past due and falls under the legal right of Extra Space Storage to charge late fees and process the unit into foreclosure. Ms. [redacted] has been given ample time to pay the account...

current by the previous company and it has now come time to act on the delinquency of the account. Extra Space Storage will not change the account balance or remove any fees due to the severity of delinquency. If any arrangements are to be made, please speak with the store staff to see if you are eligible for a pay-to-vacate.

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. The sections in the lease referencing access can be found in the lease signed by [redacted] on 5/4/2016. ...

  ACCESS 6) 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 Operator. If Monthly Rental Charges or other charges remain unpaid for five (5) days following the Monthly Due Date, unless otherwise prohibited by law, Operator may restrict or deny Customer's access to the Space and/or Facility. If 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.   [redacted] was sent payment reminders to the email address provided and a courtesy call was made on 7/26/2016 and a voicemail left. Mr. [redacted] returned our phone call and said that he was going to make a payment on Friday, 6 days past due. Instead, a payment was made by [redacted] Saturday evening, after the rental office had closed. The over lock on the unit was removed the next business day on Monday, 8/1/2016 when the rental office opened for regular business hours.