Extra Space Management, Inc.

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 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.  We have reviewed Mr. [redacted]’s account and agree to his request; we have issued a refund for the...

over-payment for a total of $191. The refund will go through the standard accounting process and should be expected within 4-6 weeks. As this is the customer’s desired resolution, we consider this matter closed.

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.

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.

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

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]

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.

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 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 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 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.  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.

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 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.

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.

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.

Extra Space Storage encourages customers to stay on automatic payments to avoid late fees and the foreclosure process. Extra Space Storage follows all local laws for notification requirements on storage units and provides courtesy calls to customers to avoid late fees and auction status. It is the responsibility of customers to keep their contact information current with the rental office to ensure proper communication. Per the lease agreement, access to the unit can be restricted based on the delinquency of the account and local laws. As stated in the case, we have called to touch base on the account as per company policy to call once per week to ensure customers avoid auction. If the account is not paid and goes to auction, any portion of past due balance that is not covered in the sale will go to collections. Extra Space Storage is well within its legal right to auction a customer’s belongings for non-payment and has sent out all required legal notices and courtesy communications. Please feel free to stop by the rental office for a copy of the rental agreement. Terminating an account can only happen if the account is paid current, which you can speak with the site staff to arrange. Please contact the site staff if you have further questions. Fees are assessed automatically, based on local laws and assigned based on the amount of days late. Please speak with the site staff to negotiate waiving any fees. The account is not closed until the items are vacated and the current balance is paid, or the unit is auctioned. You may speak with the site staff to arrange a pay-to-vacate agreement.