Extra Space Management

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 meThank you very much Sincerely, [redacted]

Extra Space Storage understands the frustration Mr [redacted] is feeling in regard to this matterIt is the sole responsibility of the customer to make their payment on timeAs a courtesy, it is our policy to give a call to the number on file to try an avoid a late feeThe rent is due on the due date and the period before the late fee is charges is for the customers benefitIf the payment is late, even after that period after the due date, a late fee is assessed and falls within the lawThis late fee is due and a full payment will be required to make the account currentExtra Space Storage will not be waiving the assessed late feeMr [redacted] may go into the store, call, use the automated phone system, use the mobile app, or pay online to avoid late fees

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 facilityWhen 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 correctlyWe empathize with Ms [redacted] but we do not guarantee the safety of our facility or the personal property stored by our customersStorage 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 understands the frustration of Mr***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 matterLooking through the account, Mr [redacted] has been late in paying several timesThe 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 processedThe 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 troubleExtra 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 forwardRent is due on the due date and we do not charge a late fee until days after the due date

Complaint: [redacted] I am rejecting this response because:I realize that it is inaccessible, that is not my issueMy issue is that it has been in this state for several weeks and I've been unable to use the services that I pay good money forMy request is to receive rent off in the future to compensate for the time I have been paying, but not able to access what I pay for Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: extra space seriously had hours to return funds ....because of there lack of communication, the lack of customer service I had to rent the uhaul another day Not too mention rent another storage unit that is further awayMoving cost is expensive I can't have money out I don't have money to throw around Do u understand I hadBudget for this in single mother I had to spend another for the uhaul late fee us insurance and mileage go further spend to rent from public storage all because I was told that the manager is with customers she will be right there ND she never came she wasn't there the lock shouldn't have still been on the unit Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I look forward to a phone call with the district managerThank you 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, the Complainant signed a month-to-month lease which 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 The Complainant’s current rate is in accordance with the rental agreement terms and with any following rate change notices 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 is legally allowed to sell the contents of a unit in auctionExtra 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 buyerAddresses and contact information must be updated by the customerAll legal requirements were followed, and letters were mailed to the last known address on file, forwarding addresses are not a change of contact informationIt is the customers sole responsibility to take responsibility for updating their contact information, which could be done online or in personExtra 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 auctionThe 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 unitExtra 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 themPlease go to the rental office, send them an email, or give them a call for that contactExtra Space storage can provide you with a copy of your lease or rental ledger; please speak with the site staffIf you are active duty, military, that information should have been provided at the signing of the lease

Extra Space Storage has agreed to assist due to the error of the storePlease contact the store or stop by to process the refundThank you

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 MrC [redacted] signed a rental agreement on June 29, which contained the following provisions in sections and 16: “The first Monthly Rental Charge and a one time, non-refundable, Administration Fee shall be paid on the Rental Agreement Date listed aboveThereafter, 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 SpaceOccupant 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, we have granted their refund request in the amount of $as a gesture of good will The refund will follow our established accounting procedures and will be delivered within – weeks As this is the customer’s desired resolution, we consider this matter closed

Complaint: [redacted] I am rejecting this response because: I appreciate the apology and for finally listening to meOnce I see that credit on my account I will accept this as done and closedIm sorryI just don't fully trust your word or the company yet Thank you Sincerely, [redacted]

Extra Space Storage understands Mr [redacted] ’s frustration and we hope to clarifyTemporary gate codes were issued and admitted that the codes were not being used by Mr [redacted] ’s driversExtra Space asks that the provided code be usedRemotes will not be provided for gate access as the keypads must be used for entry and exitThis case has been brought to the District Manager’s attention to assist the site staff with your gate issues

Extra Space Storage regrets this complaint has come to the Revdex.comAs a company we are committed to providing exceptional customer service at a professionally managed facilityThe sections in the lease referencing access can be found in the lease signed by [redacted] on 5/4/ 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 OperatorIf 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 FacilityIf 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/and a voicemail leftMr [redacted] returned our phone call and said that he was going to make a payment on Friday, days past dueInstead, a payment was made by [redacted] Saturday evening, after the rental office had closedThe over lock on the unit was removed the next business day on Monday, 8/1/when the rental office opened for regular business hours

Extra Space Storage understands the frustration and we hope to clarify this matterExtra Space Storage will remove a review if it does not meet proper and common guidelines for professionalism that are common practice for reviewing sitesWe happily post negative reviews to support transparency with our existing and potential customersPlease 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 solutionThank you

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***Again,I still dont understand how the 21st is considered the 5th day if my rent is due on the 16th Also, why am I being charged $if the lease says $I also contacted the Revdex.com because the manager refused to give me a corporate number or a number to someone I could resolve this matter withHe lied and said there was no one else to contactI hung up the phone after asked him for that info and he nastily repliedI then told him that I was going to contact the Revdex.com since he refused to give me the info I requested, I then hung up the phone!I have no problem with paying a late fee if Im more than days late as I have done one other time with no complaintsIt is unfortunate that Extra Space does not value irs customers and their complaints or issuesIf we cant resolve this matter I will move my things to another dtorage facility and company located righy next to this one [redacted] ***

Mr***, Extra Space Storage would be happy to take a look at your account and advise you on the next stepPlease contact the store staff, where you rent, or further informationA one time courtesy may be available to you depending on the circumstances and store or district approval

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 facilityMs [redacted] was seen on video surveillance tail gating another vehicle onto the facility and not entering her code to access the facility on December 4, On December 5, 2016, the facility staff discovered the damaged arm which was badly bent and crackedAn invoice was not able to be provided as Extra Space was waiting for the third party vendor, AutoGateExtra Space was told that an invoice would be provided once the new barrier arm was manufactured and shipped outWhen the facility staff spoke with Ms***, an estimate was provided as to the cost of the repairs but an invoice reflecting the accurate charges was not provided by AutoGate until December Upon receipt of the invoice, the facility tried to contact Ms [redacted] via phone and email urging her to contact themAfter failing to hear back from Ms***, a police report was filed by the local facility for damagesWe ask that Ms [redacted] please contact the local facility to make arrangements to pay for the damages

Extra Space Storage regrets this complaint has come to the Revdex.comAs a company we are committed to providing exceptional customer service at a professionally managed facilityExtra 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 onTo 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.comAs 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 $ 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 days prior written notice to Occupant, including, without limitation, rental rate changes, usage and other charges.” Proper notice is given on all adjustments