Extra Space Management, Inc.

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. This section of the lease that was signed by [redacted] on 7/15/2016.   LIMITATIONS ON USE OF THE SPACE...

AND FACILITY   10) Customer shall not make or allow any alterations to the Space. Customer agrees that the Space and Facility shall be used solely for the storage of personal property. Customer shall not loiter about the Facility, spend excessive or unnecessary time in or around the Space or interfere with the use of the Facility by other customers of Operator. Customer shall not use the Space for any unlawful purpose and expressly agrees not to use the Space for human or animal habitation.   The District Manager, Chris F[redacted], has already spoken with Mr. [redacted] in regards to the documented incident on September 3, 2016 in which Mr. [redacted] was found sleeping inside his unit with the door closed and secured with a paperclip. If this behavior continues to happen, we will not to renew the terms of the month-to-month contract. We regret that Mr. [redacted] felt that our customer service did not live up to the standards expected but we will not issue a credit at this time. Mr. [redacted] is currently paid through Dec 14, 2016.

Ms. [redacted]'s rejection of our resolution is on the basis that the refund offered took place after her complaint was filed. The refund process was started by the site on 12/1/2015 and the final approval was given by our Accounting department on 12/15/2015. Both dates are prior to the open of her complaint on 12/17/2015. We apologize for any issues experienced at the site and regret any stress caused to Ms. [redacted]. We attempt to provide all our tenants with an exceptional storage experience. The reviewing of company policy and employee training will be completed, as needed.

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.

Complaint: [redacted]
I am rejecting this response because:I have done all of this. This has been on going for two months. You can see the call log and the notes on the account. I’ve gotten nothing but the run around and the one person who actually cared and tried to do something (other district team lead, not Christina) told me his hands are tied because Christina will not cooperate and neither will the current district manager who is just filling in.
Sincerely,
[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.  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 $28.00.  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 30 days prior written notice to Occupant, including, without limitation, rental rate changes, usage and other charges.”  Proper notice is given on all adjustments.

Complaint: [redacted]
I am rejecting this response because: I do not believe they are sincere, their response isn't a response, its more excuses. Another example of of their unethical business practices. I could call, but why? It needs to be demonstrated they can bargain in good faith first. The response did not address a single  issue that I listed. It sounded like a pre-approved corporate PR statement. I don't have time for that or any other ploy or tactic. My proposal is very reasonable and straight forward.Sincerely,
[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.  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.  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 30 days prior written notice to Occupant, including, without limitation, rental rate changes, usage and other charges.”  Further, our website advertises prices for new rentals and do not apply to currently rented units.  The Complainant’s current rate is in accordance with the rental agreement terms and with any following rate change notices.  If the customer wishes to rent an additional storage unit, we will honor the advertised price for the new rental.  However, based on our review of the customer's account and the complaint received, we do not agree with the customer's desired settlement and will not issue a refund for any of the money paid toward this rental

Extra Space Storage understands Ms. [redacted] frustration. Several messages were left, when able, to Ms. [redacted]. Advertised rates are based on market value, unit size, unit type, and availability and are subject to change. Customers can place a reservation to lock in the price, but units can be...

first come first serve based on inventory levels as last units are not reservable. If a unit is no longer available a similar sized unit will be shown to the customer and the price is broken down before signing the lease and is up to the customer to accept and agree the terms. If a customer does not agree to the pricing and terms of the lease agreement at the signing of the lease should have said so to the rental staff. Several messages from the store staff, DM, and AJ were made when able. Extra Space will not refund or adjust the rate as this was agreed and signed for in the rental agreement. We ask that Ms. [redacted] speak with the site staff to downsize or transfer to a different unit to reduce cost. Web pricing are promotional rates for new customers and are subject to change along with any rate with a 30 day written notice and are typically locked in for the first five months, depending on market and availability. Please stop by the rental office for a copy of your rental ledger and lease agreement.

Complaint: [redacted]
I am rejecting this response because:
I have reviewed the response made by the business in reference to
complaint ID [redacted]. While I do understand that break-ins happen at
storage facilities, it was the utter lack of professionalism with which
the case was handled that truly upset me as a customer. 
There was no evidence that the site manager had attempted to reach me by
phone, as I had no voicemails regarding the subject ( I was working
internationally, my cell phone was off and I checked voicemails
regularly). In email correspondence the site manager at the time was
initially vague and slow to respond. I would like to make it absolutely
clear as well that I was not referred to the detective handling the
case, otherwise I would have taken immediate action as a substantial amount of my personal information was jeopardized. I am not
holding Extra Space Storage liable for the theft of my goods, as I do understand that things like this happen at storage units. What I do hold them accountable for is failing to provide the other services that they publicly promise
their customers, which are copied below. One would hope that the company maintains enough accountability to deliver on such specific services that they promise to provide. Without such accountability, it would seem that anyone can 'sell' a customer a service that they collect payment for delivering, yet never deliver. Some specific examples include:Professionalism at Every Turn
Extensively trained Store Managers to serve youState-of-the-art facilities designed to meet each community's needs
Customer Service with a Smile
Our promise to you:
To keep your stored personal belongings safe and secureTo ensure you are completely satisfied with your experienceThese
services were not delivered, and that a company can so poorly handle a
break in at one of their facilities, and the necessary level of customer
service needed after such an event, and still be allowed to keep that
customers money, after failing to deliver on the service they are meant
to provide is wrong in every sense of the word.
Sincerely,
[redacted]

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, [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.”  Proper notice is given on all adjustments.

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 local facility has returned checks to Mr. [redacted] due to various reasons including checks being sent...

from a third party with no account information on the check, check being short or account being so far past due, we are unable to take a check as a form of payment. This is outlined in the lease signed by Mr. [redacted] on Jan 4th 2017.   OTHER CHARGES 8)            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 $20 or 20% for Monthly Rental Charge.  This Late Fee will be assessed on the 6th day following Occupant's current Paid Through Date. The Late Fees are a service charge. Partial 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 FEE 9)            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 $85.00 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.   The local staff has also gone over this with him and issued several credits to correct any issues with the account. Mr. [redacted] did make a payment via check on 5/19/2017 which paid this account through 5/24/2017. His bill will be due on May 25th. If Mr. [redacted] would like to get more information on his account, we suggest that he contact the local facility.

Extra Space Storage has reached out to the District Staff and store to get in touch. if you have any other concerns, please reach out to our customer service department at 888-STORAGE. Someone will be in touch within the next 48 hours to address your concerns. We thank you for your business. Please...

feel free to stop by the store for a copy of your rental agreement where the late fees are broken down.

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. 
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 of 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 30 days prior written notice to Occupant, including, without limitation,
rental rate changes, usage and other charges.” 
Proper notice is given on all adjustments. Further, our website advertises prices for new rentals and do not apply
to currently rented units.  The
Complainant’s current rate is in accordance with the rental agreement terms and
with any following rate change notices. 
If the customer wishes to rent an additional storage unit, we will honor
the advertised price for the new rental. 
However, based on our review of the customer's account and the complaint
received, we do not agree with the customer's desired settlement and will not
issue a refund for any of the money paid toward this rental.

Complaint: [redacted]
I am rejecting this response because: You obviously neither understand nor care about the frustrations at hand. I have said MULTIPLE TIMES that I NEVER received a notice from you regarding a rate increase. There should be nothing to negotiate. I signed a lease based on the price I was quoted and it is criminal to change the price without notifying the customer. Not matter how many times you write that you sent me something, the FACT remains that I WAS NEVER NOTIFIED, and I RECEIVED NO COMMUNICATION ON THE MATTER PRIOR TO THE RATE INCREASE. The only way this is settled is by continuing to honor my $131 monthly rate. Furthermore, I do not appreciate the warehouse snark. I know exactly what you are, and I am insured. That does not negate the fact that your facility is lacking in security if FIVE break ins have occurred within a few months span (as stated by YOUR employee). Shame on Extra Space Storage. You area horrible company with horrible practices and no sense of customer security, safety, or satisfaction.  Good riddance! 
Sincerely,
[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.  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 $70.00.  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 30 days prior written notice to Occupant, including, without limitation, rental rate changes, usage and other charges.”  Proper notice is given on all adjustments. In May 2015 the manager on site worked with Mr. F[redacted] to come to a compromise on his raised rental rate. Even with raised rental rate, Mr. F[redacted] would be paying less than newer renters. Mr. S[redacted] was offered a credit of one free month for his inconvenience and he has agreed to the negotiated rental rate. As this was the tenant’s desired outcome, we consider this matter closed.

Complaint: [redacted]
I am rejecting this response because: While I appreciate Extra Space Storage's response acknowledging their willingness to discuss this matter further once my insurance company has made a decision concerning my claim they did not address the second issue.  This issue is a refund of the monies I paid for a climate controlled unit which should not be predicated on my insurance company's decision on my claim for loss. Extra Space storage did not provide a climate controlled unit as advertised and for which I paid.  A refund is a separate issue from restitution for the damage I experienced. I want Extra space Storage to refund, in full, the monies I paid for a climated controlled unit which I did not receive.
Sincerely,
[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. Mr. [redacted] just signed a settlement offer with Extra Space. This matter has been resolved. We consider this...

matter closed.

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. As 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. Regardless of the effort and money we spend protecting our customer's items, 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. The section referencing Insurance can be found in the lease Ms. [redacted] signed in June 2016:   INSURANCE 14) Occupant shall maintain comprehensive insurance coverage of at least 100% of the actual cash value of all personal property stored in the Space against damage by water, fire, extended coverage perils, vandalism and burglary. To the extent Occupant does not maintain insurance for the full value of the personal property stored, Occupant shall be deemed to have "self-insured," and shall bear all risk of loss or damage. OCCUPANT'S PERSONAL PROPERTY STORED IN THE SPACE OR THE PROJECT IS NOT INSURED BY THE OPERATOR AGAINST LOSS OR DAMAGE. Occupant hereby releases Operator and Operator's Agents from any and all claims for damage or loss to personal property that are caused by or result from perils that are, or would be, covered under the required insurance policy and hereby waives any and all rights of recovery against Operator and Operator's Agents in connection with any damage which is or would be covered by any such insurance policy.   LIMITATION OF OPERATOR'S LIABILITY AND INDEMNITY 15) THE OPERATOR IS NOT A WAREHOUSEMAN ENGAGED IN THE BUSINESS OF STORING GOODS FOR HIRE,  AND NO BAILMENT IS CREATED BY THIS AGREEMENT. THE OPERATOR EXERCISES NEITHER CARE,  CUSTODY, NOR CONTROL OVER THE OCCUPANT'S STORED PROPERTY. ALL PROPERTY STORED WITHIN THE SPACE OR ON THE PROPERTY BY THE OCCUPANT OR LOCATED AT THE FACILITY BY ANYONE SHALL BE STORED AT THE OCCUPANT'S SOLE RISK. Operator and Operator's Agents shall not be liable to Occupant for any damage or loss to any person, Occupant or property stored in, on or about the Project, arising from any cause whatsoever, including, but not limited to, theft, fire, mysterious disappearance, mold, mildew, water, rain, rodents, insects, acts of God, partial or sole negligence or failure to act of Operator or Operator's Agents except for damage or loss resulting from Operator's fraud, willful injury or willful violation of law. Occupant shall indemnify and hold Operator and Operator's Agents harmless from any and all damage, loss, or expense arising out of or in connection with any damage to any person or property, occurring in, on or about the Project arising in any way out of Occupant's use of Project, even such damage or loss caused entirely or in part by the negligence of Operator or Operator’s Agents. Operator and Operator's agents and employees shall not be liable whatsoever to any extent to Occupant or Occupant's invitees, family, employees, agents or servants for any personal injury or death arising from Occupant's use of the storage space or premises from any cause whatsoever including, but not limited to, the active or passive acts or omissions or negligence of the Operator, Operator's agents, or employees.   For these reasons, we do not feel we are liable for the damage and will not reimburse the Complainant for any damage or for his deductible. Ms. [redacted] spoke with the District Manager Skip Stephenson and she was offered a climate controlled unit in another part of the property for the same price. We do empathize with Ms. [redacted] and urge that she file a claim with her personal insurance company. We do not feel we are liable for the damage and will not reimburse the Complainant for any damage or for her deductible.

Extra Space Storage regrets this complaint has come to the Revdex.com. As 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. We empathize with Ms. [redacted]'s situation and understand her frustration....

She is correct in that our local District Manager, Tina, would re-open the topic for discussion after a decision was reached regarding Ms. [redacted]'s insurance claim. To date, we have not heard the final decision regarding the claim, if one has been decided upon. Should the Complainant wish to discuss this matter further, we ask that she contact the District Manager as previously agreed and relay the information she has so further decisions can be made.

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 storage unit in question is not being rented by Ms. K[redacted], but by her son.  It is a practice of...

privacy that we do not discuss specific account details with individuals other than the account owners.  Both Ms. K[redacted] and Mr. A[redacted] have been explained this and have been notified as to how to switch account holders, if desired.  In regards to the past due amount, it 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 Mr. A[redacted] signed on November 28, 2014OTHER 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 of $10.00. This Late Fee will be assessed on the 6th day following Occupant's current Paid Through Date. In the event Occupant does not pay the Monthly Rental Charge by the 15th day following Occupant's current Paid Through Date, Occupant shall pay an additional Late Fee of $15.00. This additional Late Fee will be assessed on the 16th day following Occupant's current Paid Through Date. The Late Fees are a service charge. Partial payments will not be accepted, however, if a partial payment is accepted it will be at the sole discretion of the Owner and if accepted will first be applied to fees and service charges, then to Monthly Rental Charges, taxes and insurance.OWNER'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 OWNER 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. OWNER 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 $85.00 will be assessed.Owner may enforce Owner'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 Owner. This remedy is cumulative with and in addition to every other remedy given hereunder or hereafter existing at law or in equity. In 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 termination. Such sale shall not release Occupant from obligation for amounts uncollected. It 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.The last payment from Mr. A[redacted] was received on April 30, 2015 in the amount of $370.00 which paid him through May 2, 2015.  This was for 1 month of past due rent, 1 month of current rent, 2 late fees, and 1 lien fee. Mr. A[redacted] now owes rent for the month of May, June, and July.  As a measure of goodwill, we have offered to accept a partial payment to vacate the premises.  We ask that Mr. A[redacted] contact the site management team to discuss this further.