Extra Space Management

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 This includes proper advertising of our promotions and servicesThe First Month Free promotion offered had the following terms and conditions; "See Manager for Details." Upon inquiry, our managers explain that this offer is based on unit availabilityAt the time Mr [redacted] rented a unit that was not eligible for this promotionThe only discount available was first month half off and Mr [redacted] was given a $ [redacted] discount at move-inMr [redacted] will not be refunded for any rent paidMr [redacted] has also rented several units with Extra Space Storage in the past in which he had paid the administration fee at moand received modiscounts Extra Space Storage does require all customers to maintain insurance covering the contents of their unit If a customer elects to use their own coverage in place of our offered Customer Protection Program, proof of coverage may be requested or the customer will need to sign an addendum that acknowledges rejection of coverage and assumes liability on their ownIn this case, instead of providing alternate coverage, Mr [redacted] accepted the customer protection policy offered by Extra Space Storage through Beecher Carlson InsuranceOn 2-24-proof of coverage was provided and the customer protection policy removedAfter speaking with the District Manager, Danny R***, Mr [redacted] was given options of either 1) a refund of $for the premium paid or 2) having a credit of $issued to his account to be applied to the second month of rentMr [redacted] opted for the second option and a credit of $has since been applied to his account

Extra Space Storage understands Ms***’s frustration and we hope to clarify the issueExtra Space Storage is not a warehouseman and we encourage customers protect their items with insurance protectionAny compensation will need to come from the insurance company, either with our third party or personal insuranceExtra Space Storage takes precautions to protect against rodents and insects through Eco LabExtra Space Storage asks that Ms [redacted] files a claim with their insurance provider as Extra Space will not be refunding for this issuePlease speak with the site staff for a copy of your rental agreement

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, MsB [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.” In order to receive notices in a timely manner, tenants must keep their addresses up to date Also located within MsB***’ signed month-to-month lease: “Occupant shall notify Operator of any change in Occupant's address or phone number within ten (10) days of the changeSuch notifications shall be (a) by certified mail, return receipt requested, postage prepaid, or delivered in person at the Project's rental office or (b) made at www.extraspace.com via online account managementFailure by Occupant to notify Operator shall constitute a waiver by Occupant of any defense based on failure to receive any notice.” Proper notice is given on all adjustments MsB***’ current rate is in accordance with the rental agreement terms and with any following rate change noticesIn addition, Extra Space has thoroughly explained all of the rules and procedures to MsB [redacted] about her account and has worked diligently to have her understand that balance owedHere is a detailed breakdown of the status of her account: In February 2014, MsB [redacted] signed up for a unit by completing the aforementioned month-to-month leaseMsB [redacted] received a rate increase in April and received a credit as she stated she did not receive the notice that was mailed days priorShe was then given a second, verbal, day notice that this would be the price going forwardMsB [redacted] paid in full for the month of May 2015, but has not yet paid for June She received a call on the 5th day past due, before the late fee was added to the accountThis late fee was waived for her as a one-time courtesy a few days laterWe ask that MsB [redacted] pay the balance due to Extra Space Storage and if she has any further questions, the site management team is available to answer them at any time during business hours

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 District Manager, Todd M [redacted] , has contacted Mr [redacted] in regards to this situationA pro-rated refund has been offered as he requestedMr [redacted] has yet to vacate the unit but his pro-rated refund will be finalized upon vacating the space

Extra Space Storage site staff provide courtesy calls to customers to the last known phone number on fileLate fees are assessed automatically based on the days late the unit is and if the account is not paid by the due date, is subject to a late fee based on local laws, which Extra Space Storage follows all local requirements with late feesPlease call 888-STORAGE to speak with customer service or call the site during office hours or stop by the officeYou may request a copy of the lease agreement and payment ledger and get your due dateYou can also create an account online to find out your due dateExtra Space Storage will not refund for a late charge that was properly charged

Extra Space Storage empathizes with Mr [redacted] As a measure of protection, Extra Space uses third party pest control as a preventative measure to protect customers against these kinds of incidentsOur gate log records indicate that Mr [redacted] was active in visiting the property and going to his unit in which, he did not notify the office staff while he was thereHad Mr [redacted] told the store staff, our team could have offered bags, boxes, to throw away items, and clean upSections 13, 14, 15, and the insurance addendum, signed by Mr [redacted] , states that we are not a WAREHOUSEMAN and that we encourage our customers to take insurance to cover their belongingsThe insurance addendum states all items covered by American Claims management and the customer was given a copy of his lease agreement, and and insurance addendum during the initiation of the rentalWe encourage Mr [redacted] to reach out to his personal insurance provider and file a claimExtra Space Storage will not be compensating for damages

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 [redacted] signed a rental agreement with Extra Space Storage on December Extra Space Storage follows all state lien laws governing self-storage which includes notice being mailed to the tenant's last known address and tenant locks being cut in preparation for the upcoming auctionThe District Manager, Shawn N [redacted] has worked tirelessly with [redacted] ***, at one point even offering to have Ms [redacted] remove all belongings from the facility and all rent and fees waived but [redacted] refused the offerThe unit has been scheduled for public auction on September 16, [redacted] states that a full payment will be made by September 9, 2016, which will bring the account current, ceasing all foreclosure processes

Complaint: [redacted] I am rejecting this response because: You obviously neither understand nor care about the frustrations at handI have said MULTIPLE TIMES that I NEVER received a notice from you regarding a rate increaseThere should be nothing to negotiateI signed a lease based on the price I was quoted and it is criminal to change the price without notifying the customerNot 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 INCREASEThe only way this is settled is by continuing to honor my $monthly rateFurthermore, I do not appreciate the warehouse snarkI know exactly what you are, and I am insuredThat 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 StorageYou area horrible company with horrible practices and no sense of customer security, safety, or satisfaction Good riddance! Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: At the time of the phone calls I was in the middle of helping a friend move from Florida to North Carolina and cellular coverage was spotty at best Furthermore, the business for some reason had their contractor contact me - I am not in business or not responsible for their contractor from the roofing company - It is unprofessional to make the customer (myself) try to resolve a dispute with a party (the roofer) who Extra Space Storage hired In other other words - Extra Space Storage should be dealing with their contractor directly, not myself.That being said, Extra Space Storage did state that they will be sending me a check for $to: [redacted] [redacted] [redacted] [redacted] at which my accountant will deposit the funds for me into my accountIf Extra Space Storage wants to resolve it electronically - they are welcome to issue an electronic refund to my credit card for $- They should have my credit card number on file from my last rental payment or I can provide itI am fine with either form of paymentThank you for your time, 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 systemI am glad that the Business & Consumer Relations for Extra Space Management confirmed my original statementIt is however disheartening that they have chosen to continue the path of not accepting responsibility regarding their billing systemThere are some facts that unfortunately were not articulated in the responseI 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 systemThe site manager is only available during business hours during the week and the not weekends which I stated in my original complaint commentsThe problem has been going on at Extra Space Management for over 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 creditsIn 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 systemThis is something that Business & Consumer Relations for Extra Storage has failed to acknowledgeBecause 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 organizationsLists 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 companiesVisa IncCredit 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 VSacramento Cable” of July & “Hansen VDiamond Parking” in October in which both suits the plaintiff won the cases, apply to similarly to the situation that I am experiencing with Extra Space Storage nowIn Summary:I want to again thank [redacted] of Business & Consumer Relations from Extra Space Management in responding to my initial compliantI also want to thank the Extra Space Management Site Managers for being open and honest about the problems inside the companyI want to state again that everyone at Extra Space Management has been friendly, honest, open and helpfulI clearly understand that the staff and personnel of Extra Space Management have very limited authority ability to resolve conflicts and problems with customer related issuesI do not fault the wonderful personnel and staff of Extra Space ManagementI 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 VSacramento Cable” of July & “Hansen VDiamond 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 companiesI 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 customersI fully believe that if Extra Space Management were to focus on these issues, they would be more successful and profitable than they are nowThank you again Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: My husband and I don't feel one week is proper notice to move our unit after only having just moved in a month agoWe feel they should have informed us from the very beginning, My husband and I had to rearrange schedules to have our unit out in the time they told usI discussed with the site and district manager about getting moversThe District manger told me to get bids and she would to, however she never did, even after a couple of daysEven when I called her back with three mover bids she once again was not honest about paying or paying a percentage toward moversSo my husband went forward by himself, cause they weren't helpful, supportive or honestWe want compensation for our time, especially my husband who basically moved an entire sq foot home by himselfWe had to travel, so it was miles on our vehicle, our time, gas and so onIt was not easy on my husband and his back and our belongingsWe have moved our belongings out of extra space storage because we have not liked the customer service we have received so we wont be needing two months rent free We want the short time we were there in Sept paid for and a check for my husband who spent hours of his time movingThanks Sincerely, [redacted]

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 accruedOnce 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.comAs a company we work hard to provide exceptional customer service at a professionally managed facility Extra Space thanks [redacted] and her husband for their continued business with usDuring the many years of interaction with Ms [redacted] , Extra Space Storage has gone above and beyond and have made numerous adjustments to accommodate Ms [redacted] The District Manager has already been in contact with Ms [redacted] and has informed her that we will not be able to honor her request at this time

name on account was [redacted] ***.Daughter [redacted] emptied the storage unitI Don't have the account numberI was charged $by Extra Space StorageSan Antonio TX on July 18, 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] C/o [redacted] ***

Extra Space Storage empathizes with Ms [redacted] ’s situation and we hope to clarify the matterExtra Space Storage reserves the legal right to foreclose on a unit for non-paymentExtra Space understands the situation Ms [redacted] was in and offered a pay-to-vacate agreement, to pay part of the owed balance and move out within hoursFailure to sign the necessary documents, pay the requested partial amount, and move out within hours, negates the offerThe pay-to-vacate agreement is a customer service and not a requirementAfter signing the pay-to-vacate agreement, not moving out of the unit within hours, as agreed to in the pay-to-vacate document, of which is signed by both parties, the unit is forfeiting to auction for failure to vacate the space in the agreed terms of the pay-to-vacate agreementMs [redacted] did not agree to the terms of the pay-to-vacate and refused several offersShe has since spoken to the auction buyer and the retrieval of her items are now between her and the auction buyerExtra Space Storage will not be refunding for the rightful sale of goods in the foreclosure processWe ask that Ms [redacted] to stop by the rental office to pick up a copy of the rental agreement

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 facilityMr [redacted] just signed a settlement offer with Extra SpaceThis matter has been resolvedWe 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 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 days prior written notice to Occupant, including, without limitation, rental rate changes, usage and other charges.” Proper notice is given on all adjustmentsFurther, 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

We apologize that we have not been able to reach a resolution thus far. We are open to mediaton should Ms. [redacted] deem mediation necessary. Detective [redacted] with the SD Police Department handled the case in question and can answer specifics in regards to the theft. We ask that Ms. [redacted] contact the store management team to discuss Det. [redacted] further.

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 facilityOn 1/4/Ms [redacted] violated the rental agreement by attempting to occupy an empty unit on the facilityShe was found after access hours, sleeping in the empty unit alongside a male companion and small childCompany protocol dictates that overlocks may be used on units after business hours to ensure no further occupation of units occurs after hoursOn 1/8/Ms [redacted] was notified of our decision to not renew her leaseHer current balance due is $***She was notified that her items needed to be removed from the facility by 1/22/2016, however, was granted an extension through 1/25/At this time the items have not been removed from the premises

Complaint: [redacted] I am rejecting this response because: Unfortunately, I am not pleased with the response from the company, the reasons why I would like to explain them to the counselor that you indicate me but broadly speaking The response of the company they suggest that this situation is premeditated for me by the way they say things happened, why do I think that? First of all, if I did not communicate at the time I notice my padlock was changed it’s because it was a Sunday and their offices were closed and actually I thought that the administration had changed my lock because I was late on my payment that is why it was until Tuesday that I went to make my paymentOn that day he told me that they didn’t change my lock, in order to cut the lock they have to make a paper work and told Mr George L Because I was late to get to my job I would go to do it in other dayBut never thought that my unit was stolen that it why I went until Thursday to cut the lock Second the key I have didn’t enter in the lock as they say it was a very different key to mineWhen the manager and I cut the lock, in that instant I told him that there were missing a lot of stuff it wasn’t later as they say, he told me “ wait, wait here I need to make a police report.” And he left the unitHe was the one that took time to get to back to my unit but he never did itI waited around minutes and decided to go to his office he didn’t call the police and when I get to the office first what he started with was questioning me, making questions that I don’t the answer, he asked me, why should someone wanted to get into your unit? Why your unit and not other? To the point that he said someone that I know enter and stole my unitYes he told me to make a list of the things that were missingIt’s that I only mentioned my DJ box I confirm that was that and my wife’s jewelry that where in shoe boxes and personal papers Of course I couldn’t make a detailed list because my wife was the one that had absolutely knowledge of the things that were saved there on the boxes “someone” tookAnd at that time he only told me that was goanna took a lot of time checking the security cameras and that there wasn’t any cameras that where pointing to my unitAfter I get out of his office I make the police report, I told the manager if he wanted to talk or give something to them and he said no that it was okayAnd the official told me that they can get the cameras unless there was an order, that’s why they didn’t ask for the DVR recording Third, yes, I went on Saturday with my wife to make the list, we get to the office and told the manager that my wife wanted to see the unit to see which boxes were missing and if he wanted to go with us but he didn’t wanted to go, so I went with my wife she checked, after we went to make the list, we make the list and after all that what we heard it’s that was goanna be difficult to check every detail of the cameras and that might be someone that we know that knew what we had saved in theresupposedly he only could go back months of recording, and he would do it whenever he had time until this time was when he notify me about the cameras and about the daily check of locks that he does As we know it’s a rob what happened and if the person who did this did it so easily that can come in and out of the building with no difficulties and if you know that there are more clients that have save things in there, how do they know that it’s no goanna come and get more stuff from others? It’s a case that they should be worry aboutBut it seems that don’t matterFor me is like they don’t care for what happened to meIt seems to be that the cameras are only a disguise to appear the safety of things, if I had been aware of the details of the video system had not trusted the safety of my stuff to this company and also if I knew that the cameras were only able to check them back to three moths I wouldn’t tell my wife to leave her stuff there and either mine or at least only, just only if I knew that I would checked my unit before every three months Also I did change the insurance cost, but it was because I talk with the adjuster that the cost of the things were greater than what the insurance covered and he said that I could change the amount and that it did not affect the request I was doing And like I being saying from the start I want the person who did all thisThis is one of the things for which I disagree and would initiate civil proceedings to the company told me they appreciate what the next step or if I have to go to a lawyer to investigate this case and bring to the authorities competing in consumer cases ,I have two audio records previously adviser to the manager about thisFor enforcement of my complain I have some proves Thank you very much again, and I'll be waiting for your response Sincerely, [redacted]