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. 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.

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 from a monetary standpoint. The only additional question I have is the contract law question as to whether or not the act of renting space to anyone does or does not by its very nature imply an insured space. If it does than additional or customer provided insurance would and should never be required or sought.
Sincerely,
Edward S[redacted]

Extra Space Storage understands Mr. [redacted] is frustrated with navigating the payment system. Extra Space Storage offers several ways in which to make a payment, before a late fee is processed on the account. Mr. [redacted] can pay over the phone with the store, he can call our National Call Center, he can make a payment over the phone with an automated system, payments can be made online, payments can be made in person, or at another store if the payment is debit/credit, or through our mobile application. If Mr. [redacted] would like step-by-step instructions on how to navigate the website, he can stop by any Extra Space Storage office for assistance and we encourage him to stop by a store for assistance in navigating his online account. We have offered all avenues for making a payment and offered assistance. It is Mr. [redacted]’s sole responsibility to pay on time.

Extra Space Storage rejects the Complainant’s claim that we did anything inappropriate regarding the management of her account nor did Extra Space or its employees have any involvement with to do with her claim of theft. The insurance claim was denied by the insurance company because there was no signs of forced entry. Extra Space does not feel that we are liable for the missing items and will not issue any compensation.

Complaint: [redacted]
I am rejecting this response because:
I look forward to a phone call with the district manager. Thank you.
Sincerely,
[redacted]

Extra Space Storage understands your frustration and hopes to clear the air in this matter. Office and access hours are available on the Extra Space App, the Extra Space Website, on the entrance of the property, on the outside of the office, can be asked for by calling the call center, and can be...

asked for by calling the store during office hours. Extra Space Storage can cut your lock for you and we ask that you provide a 24-hour notice (during office hours) so that the store staff can assist you. Extra Space Storage will not refund the cost of a lock smith or any other charges. Customers are required to provide a 10 day move out notice, as stated in the rental agreement at which time, all information would have been provided.

Extra Space Storage understands Ms. [redacted]’s frustration and we hope to clear the air in this matter. Ms. [redacted] was provided a credit and for a misunderstanding on the transfer of her unit, which was accepted. Extra Space Storage, as required in the lease agreement, asks for a 10 day notice, and...

for customers to use the move out to their advantage. Customers may have their rent pro-rated, if a move out notice is provided before the next billing is due. Ms. [redacted] did not provide a move out notice in a timely manner and moved out around October 4th (7 days into the billing cycle). Extra Space Storage does not provide refunds for unused, partial months rent as stated in the lease agreement. The vacate policy was acknowledged and initialed by Ms. [redacted], of which states: “Customer must provide Operator ten (10) days notice prior to vacating the Space and terminating this Agreement. Operator 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 Agreement. In 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 Charge. However, 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 occurs. Furthermore, 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 termination. Customer agrees to the refund policy outlined above.” (Extra Space Storage Lease Agreement. 2017. Section 25.).  Extra Space Storage will not be refunding Ms. [redacted] due to not following the lease agreement vacate policy.

Complaint: [redacted]
I am rejecting this response because:I appreciate [redacted] responding back to my inquiry regarding the problems with Extra Space Management Payment system. I am glad that the Business & Consumer Relations for Extra Space Management confirmed my original statement. It is however disheartening that they have chosen to continue the path of not accepting responsibility regarding their billing system. There are some facts that unfortunately were not articulated in the response. 1. I have been in contact with Extra Space Management customer service each and every time when there are issues which they themselves also confirmed the problems with the payment system.2. The site manager is only available during business hours during the week and the not weekends which I stated in my original complaint comments.3. The problem has been going on at Extra Space Management for over 9 months and I have repeated mentioned this to the customer service department and the site managers which is why there are records of all of these interactions including previous credits. In fact, I spoke to the site manager just recently this week, whom was very pleasant and kind, and she also told me that the customer service department routinely does not send correspondence to the site locations regarding system failures with the payment system. This is something that Business & Consumer Relations for Extra Storage has failed to acknowledge. Because the issue happens so often, I have screenshots of what a successful transaction looks like and a non-successful transaction looks like. (See Attached Document)Due to the length of time that I have been dealing with this problem and the lack of responsibility that Extra Space Management Corporate Division has for their billing system, I have communicated my problems to other organizations. Lists of Other Organizations in which I have filed complaints:Consumeraffairs.comhttps://www.consumeraffairs.com/movers/extra-space...⇄ Secretary State Office - Consumer Protection Divisionhttps://georgia.gov/popular-topic/filing-complaint-against-businessUtah Secretary State Office - Consumer Protection Divisionhttps://dcp.utah.gov/complaints/manual.htmlFederal Trade Commissionhttps://www.ftccomplaintassistant.gov/NextSteps#crntConsumer-Action.or...⇄ Storage Associationhttp://www.selfstorage.orgSince I have had problems using all three types of cards on Extra Space Storage payment site, I have also filed PCI compliance complaints with these card companies. Visa Inc. Credit Card PCI Compliance DivisionMasterCard Credit Card PCI Compliance DivisionDiscover Card PCI Compliance DivisionWhen I communicated to the CreditCard companies, I had them refer to cases: "Selnick V. Sacramento Cable” of July 1994 & “Hansen V. Diamond Parking” in October 2002 in which both suits the plaintiff won the cases, apply to similarly to the situation that I am experiencing with Extra Space Storage now. In Summary:I want to again thank [redacted] of Business & Consumer Relations from Extra Space Management in responding to my initial compliant. I also want to thank the Extra Space Management Site Managers for being open and honest about the problems inside the company. I want to state again that everyone at Extra Space Management has been friendly, honest, open and helpful. I clearly understand that the staff and personnel of Extra Space Management have very limited authority ability to resolve conflicts and problems with customer related issues. I do not fault the wonderful personnel and staff of Extra Space Management. I place clear fault and blame on the executive staff for Extra Space Management for failing to provide proper working tools and training for their personnel.  In the cases "Selnick V. Sacramento Cable” of July 1994 & “Hansen V. Diamond Parking” in October 2002, it was also clear that the management of these companies failed to supply working tools and training to their personnel which is why I quoted these two cases to the credit card companies. I am hoping that the executives of Extra Space Management will come to a sensible understanding to repair their billing system put more emphasis on allowing their managers both at the customer service offices and onsite more responsibility to resolve conflicts with their customers. I fully believe that if Extra Space Management were to focus on these issues, they would be more successful and profitable than they are now. Thank you again 
Sincerely,
[redacted]

Complaint: [redacted]
The adjiuster is still reviewing the documentation, and no settlement offer has been made. In addition to the $5,000 in current value of the stored items, I have also spent 100 hours attempting to clean off the rat urine and feces from my stored items, and I am entitled to compensation for  this labor at Florida minimum wage which amounts to $805. In order to complete the cleaning, and minimize damage to my home, I have also spent significant money on tarps, HEPA vacuums, respirators, hazmat suit, goggles, mops and buckets, and storage bins, which amounts to $981 I have spent $94 on medications, CVS nasal decongestant and primatene Asthma tablets,  in an attempt to reduce my asthma and nasal discharge resulting from contact with Extra Space Storage rats'  feces, hair, skin flakes, bacteria, and body grease.  As noted in prior messages, after attempting to put the storage items in my garage, my garage became contaminated. I completed the HEPA vacuuming and bleaching, but the rat stench and effluvium remain. The garage is currently unusable even though it is empty, and I have been blowing fans trying to airi it out for 3 weeks. My current plan is to wash every surfa5ce of the garage with peroxide, and then repaint it. The anticipated cost of this is conservatively $1660. If this process is not successful, I will have to move. Thus, including the above-mentioned expenses which were a direct consequence of Extra Space Storage's negligence in pest control, my current requirements for full settlement and release of liability on all sides is $8,24O[redacted] [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I think it is unfair that all they've done is offer me two months free. Also they say they've given me two months of free and its not true.  I have proof of payment for every month my stuff has been there they've given me no months free!
Sincerely,
[redacted]

We are still waiting for a third party vendor to provide us with a new door. As stated before, once everything has been resolved, the District Manager will discuss any compensation but until then, we ask for your corporation and continued patience

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,which 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. If Ms. [redacted] wishes to, she can contact the local facility to see if anything further can be done to assist her.

Extra Space Storage empathizes with Mr. [redacted]’s experience as we strive to provide exceptional customer service. Our standard policy is to reach out to customers when they become past due in which the store reached out 5  days after the due date to touch base and explain what’s next. Mr....

[redacted] mentioned that his ex-wife had picked up the remainder of the items in the unit, but left the lock on the unit. We got permission to remove the lock and when we opened the unit, there were still items inside, in which we cannot dispose of for legal reasons. Since we had removed the lock we had to secure the unit in which we placed an over lock to keep the contents secure. Mr. [redacted] asked for the reason and the store employee tried to explain the policy on keeping a unit secure. Mr. [redacted] and the store agreed to pro-rate to move out. The store has reached out several times with no returned phone call. We urge Mr. [redacted] to reach out to the store to get the items moved out.

Extra Space Storage regrets this complaint has come to the Revdex.com.  However, in order to better address your concerns, we will need more information to help identify your account. Can you please provide the name on the account or the account number? We appreciate your...

corporation.

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. In order to fully resolve this issue, we would need the address of the facility in question.

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 for 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.Unfortunately, due to a system error, Ms. [redacted] experienced difficulty entering her unit at a late hour. As a gesture of empathy we are willing to offer one month's compensation for the inconvience. However, should there be any other after-hours issues, we ask that she please reach out to our after-hours line listed at the site. As this is Ms. [redacted]'s desired outcome we considered 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. The account in question is not under [redacted]’s name, but in her daughter’s name, [redacted]. Extra...

Space Storage had tried to notify the tenant, [redacted] via email and left multiple voice messages in regards to access during the asphalt resurfacing project at the facility and to address the tenant’s concerns. Access to the facility was limited to foot traffic only during the project but ample notification was provided to all customers at the location. On one occasion, both [redacted] and [redacted] were at the facility after hours trying to gain access. The on-site manager, kindly let them on the facility with their vehicle to retrieve their items. As a courtesy, the site manager even issued a $54 credit. This amount was enough to cover the rent for the month of November but it’s the tenant’s responsibility to pay for insurance and any other outstanding monies. Ms. [redacted] only paid $15 insurance for the month of November. Extra Space Storage will not be providing a refund or further compensate Ms. [redacted]. We consider this issue closed.

We have offered to work on a potential settlement with Ms. [redacted]. However, the RESULT OF AN INSURANCE CLAIM IS A NECESSARY step in this process as they will offer insight as to the actual value attributed to the goods stored and their assessment of damages accrued. Once this has been completed our District Manager, Tina, can move forward in this process with Ms. [redacted]. Pending the results of the insurance claim.

Complaint: [redacted]
I am rejecting this response because: they wanted more information, I already told them my unit number, it's unit [redacted] the name on the account is [redacted] (my mother) the email on the account is [redacted]
Sincerely,
[redacted]

Extra Space Storage would like to clear the air in this matter with Mr. [redacted]. Mr. [redacted] was caught breaking the lease agreement several times and warned to follow the rules. When confronted, Mr. [redacted] became aggressive toward the store staff. Mr. [redacted] has come up to store staff, on at...

least three occasions acting inappropriately. Mr. [redacted] came in the office and threatened the store staff. Access to the unit may be restricted for violating the lease agreement, which was signed and agreed to by both parties. “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. Customer shall provide one lock for the rental Space sufficient to secure Customer's personal property. Customer shall not provide Operator or Operator's agents, authorized representatives and employees (collectively "Operator’s Agents") with a key to Customer's lock. Customer grants Operator and Operator's Agents or any governmental authority access to the Space: a) upon three (3) days prior written notice, b) upon default of the Agreement by Customer for thirty (30) days, c) in emergency circumstances (defined as imminent injury to persons or property), or d) as required by law. If Customer fails to grant access, Operator, Operator's Agents or the agents of any governmental authority shall have the right to remove Customer's lock and enter the Space to examine the contents, to make repairs or alterations, to take reasonable steps to preserve the Space, to comply with the law, or to enforce Operator's rights; including the right to relocate Customer’s belongings if necessary. Customer shall safeguard any property stored at the Facility. It is Customer's sole responsibility as to those persons who are given access to Customer's Space and Operator shall not be liable for anyone other than Customer entering the Space unless by Operator’s gross negligence.” (Extra Space Storage Lease Agreement. 2017. Sections 7-10). “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. Customer shall not store in the Space or at the Facility anything to which any other person or business has right, title, or interest. Customer represents and warrants that there are NO LIENS OTHER THAN OPERATOR'S LIEN UPON THE PROPERTY STORED. A Lienholders Addendum to this Agreement must be completed if there are any lienholders on any stored property and for each stored vehicle, absent which such vehicle will be deemed unauthorized and be subject to removal from the Space and Facility. The storage of food and any perishable goods is strictly prohibited. The use of electricity in the Space is strictly prohibited unless agreed upon in writing by Operator. IT IS SPECIFICALLY UNDERSTOOD AND AGREED THAT CUSTOMER SHALL NOT STORE OR USE IN THE SPACE OR AT THE FACILITY ANY HAZARDOUS OR TOXIC MATERIALS OR ANY INHERENTLY DANGEROUS OR FLAMMABLE SUBSTANCE. Customer agrees that the Space is not appropriate for the storage of jewels, furs, heirlooms, art works, collectibles or other irreplaceable items having special sentimental or emotional value to Customer and Customer agrees not to store said items. Customer hereby waives any claim for sentimental or emotional value for Customer's property that is stored in the Space or at the Facility. If the Space is so equipped, Customer is prohibited from storing any items within 18” of the clearance to the fire sprinkler head diffuser for life safety reasons. Customer acknowledges that any items stored within 18” of the clearance of the fire sprinkler head diffuser may be removed by Operator and placed in a separate space without notice to Customer, all at Customer’s expense.” (Extra Space Storage Lease Agreement. 2017. Sections 11-13). Discrimination claims are unwarranted and unsubstantiated. If a customer case would like to be made, please call 888-storage and a service case will be created for district staff.