Extra Space Management

Extra Space Storage regrets this complaint has come to the Revdex.comAs a gesture for the inconvenience, we are willing to offer a one-time credit for month of free rent in the amount of $***This will be applied as a credit to Ms [redacted] 's account for the pay period covering 10/16/- 11/15/The Complainant will still be responsible for paying her Customer Protection Plan premium in the amount of $due on 10/16/Ms [redacted] will not have any additional fees as long as payments are completed on time as was not the case for September's paymentAs this is the Complainant's desired resolution we consider this matter closed

Hello [redacted] ***,Extra Space storage understands your frustration The store has been notified You may also call our customer service desk at 1-888-storage

Extra Space Storage understands your frustration and hopes to clear the air in this matterOffice 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 hoursExtra 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 youExtra Space Storage will not refund the cost of a lock smith or any other chargesCustomers are required to provide a day move out notice, as stated in the rental agreement at which time, all information would have been provided

Complaint: [redacted] I am rejecting this response because:I shouldn't had to go through loops for a refund back & wait over a week Sincerely, [redacted]

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

Extra Space Storage understands Ms [redacted] ’s frustration and we hope to clear the air in this matterMs [redacted] was provided a credit and for a misunderstanding on the transfer of her unit, which was acceptedExtra Space Storage, as required in the lease agreement, asks for a day notice, and for customers to use the move out to their advantageCustomers may have their rent pro-rated, if a move out notice is provided before the next billing is dueMs [redacted] did not provide a move out notice in a timely manner and moved out around October 4th (days into the billing cycle)Extra Space Storage does not provide refunds for unused, partial months rent as stated in the lease agreementThe 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 AgreementOperator 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 AgreementIn 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 ChargeHowever, 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 occursFurthermore, 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 terminationCustomer agrees to the refund policy outlined above.” (Extra Space Storage Lease AgreementSection 25.) Extra Space Storage will not be refunding Ms [redacted] due to not following the lease agreement vacate policy

[redacted] has been in contact with the District Manager and as requested a credit of $has been applied to his account for next months rentIf he should have any further questions or concerns, we advise that he contact the District ManagerWe consider this matter closed

This company has not refunded my money yet & I am disabled Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

September 7, 2015Revdex.com of Utah Re: [redacted] – Case# [redacted] To Whom It May Concern:We are in receipt of the Consumer Complaint from [redacted] dated 9/1/Pursuant to section four (4) of the rental agreement signed by [redacted] and Extra Space Management, Mrs [redacted] was given proper notice that she would need to transfer units due to a major site expansion The facility notified her as soon as the plans were solidified by the property owner Mrs [redacted] chose to move her own belongings before coming to an agreement with the local District Manager and for this reason Extra Space is not responsible for any damages she may have incurred while moving her own property.However, in the interest of customer service and due to the inconvenience surrounding the move, Extra Space Management, Incis willing to offer up to a month rent credit upon the execution of a general release form to be signed by the tenant.Please feel free to contact the District Manager, MsD [redacted] , directly with any questions [redacted] @extraspace.com.Very truly yours,Extra Space Management, Inc

Extra Space Storage understands Ms [redacted] ’s frustration in this matterExtra Space Storage, out of courtesy, gave Ms [redacted] a credit on her account, for her error, in good faith for customer serviceShe decided that this was inadequate and we got her in touch with the DM to work with herMs [redacted] contacted her bank to dispute a charge, and contacted the store to reverse a charge so both were reversedWe have proof that both had been refunded to her card, and yet we still gave her a credit and were willing to work with her to meet her needsMs [redacted] has stopped by our corporate office and was put into contact with the DM on how to proceed furtherExtra Space did not lie to her and we did everything we could on our end to assist Ms [redacted]

Extra Space Storage has gone above and beyond to assist [redacted] While we empathize with [redacted] , Extra Space will not be reimbursing or compensating the complainant

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 lossExtra 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 experiencedI want Extra space Storage to refund, in full, the monies I paid for a climated controlled unit which I did not receive Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:By law they are not allowed to sell personal identification in auctions In still have not recieved a cal back from their property manager I never went in anger canceled, I went into the office and re-applied for auto payment and updated all off my information since everything's I tried to sign in I could not and everyone I tried finding the store on there website but it's darn near impossible Plus I have had a forward of address on the old address through my p.obox since I opened it , almost a year agoI never recieved anything from them and do not understand why no emails were sent out about anything not even an, "important notification sign in to check account" type thing This is not fair, I have asked them to send proof of the gate logs, and for my personal information and military paperwork back I feel there may have been a mistake in the system or something and instead of trying to come to a reasonable agreement on how to fix this situation they steer just denying it and refuse any further communication They are not currently listed as Revdex.com memberI believe there is still a chance to confer to sooner support off understanding, butt I hacer been patiently and tried to keep contact with them, only to no avail Please, my wife is due in that beginning of the yearThis lose has utterly ruined usWe in a small studio about to have a child in a weekly rental because we had to back out of the rental we were getting in order to try and and replace v what we need for our newborn baby on the way I have been the sole provider for the last monthsDue to those we are barely getting by as it is Sincerely, Mr [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 facilityFrom 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 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.comAs a company we are committed to providing exceptional customer service at a professionally managed facilityMr [redacted] rented a climate-controlled storage unitThe temperature is kept at acceptable ranges for an optimum storage experienceMr [redacted] is under the impression that the air in the unit should be cold – this is not the caseAir that is too cold can damage belongingsThe local facility has explained this to Mr [redacted] on several occasionsAn HVAC unit was in need of repair but the new unit was shipped defective and we are currently awaiting a new oneThe third party vendor has expedited this processThe local facility as offered, credits, transfers, waiving of transfer fees and a month free rent for any inconvenience caused during this waiting process but he has declined all offersNonetheless, we empathize with Mr [redacted] and the District Manager is willing to offer him two months free rent

Extra Space Storage regrets this complaint has cometo the Revdex.com As acompany we are committed to providing exceptional customer service at aprofessionally managed facilityOur district manager has contacted Ms***and agreed to adjust her rate back to the original rateMs [redacted] wassatisfied with the offerExtra Space considers the matter closed

Extra Space Storage understands the frustration with this matterRental costs and fees are broken down before signing the lease and are detailedRental rates are subject to change with a 30-day written notice as outlined in the lease agreementExtra Space Storage does offer a pay for a year and get the 13th month free promotion, which can be processed at the storeAs already determined by the store and district staff, the rate will not be changed and we encourage calling or stopping by the store for the payment option for savings

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 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 $The refund will go through the standard accounting process and should be expected within 4-weeksAs this is the customer’s desired resolution, we consider this matter closed

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 facilityThe 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 concernsAccess to the facility was limited to foot traffic only during the project but ample notification was provided to all customers at the locationOn one occasion, both [redacted] and [redacted] were at the facility after hours trying to gain accessThe on-site manager, kindly let them on the facility with their vehicle to retrieve their itemsAs a courtesy, the site manager even issued a $creditThis 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 moniesMs [redacted] only paid $insurance for the month of NovemberExtra Space Storage will not be providing a refund or further compensate Ms [redacted] We consider this issue closed

I have spoken with Nikki at Extra Space Storage (Dallas) todayWhile I did sign an agreement, I indicated that despite the ability to raise rates (which they state they can do in the contract) does not mean it is a good business practice to do soMy rate was raised not months after having started using a storage spaceAnd now months later it is being raised againThese raises are simply done "at-will" and without providing any sufficient evidence to substantiate the increaseWe are simply suppose to accept the increaseI am still displeased with the indicated increase of $I did misread the date of increase 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]