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 While our efforts include preventative care for pest control, Extra Space Storage does not make any guarantee in regards to issues that may arise and thus assumes no liable for damages - per the rental agreement Mr [redacted] signed -, including from this type of incidentWe empathize with the incident the customer has had to deal with and are more than willing to help in any form with an insurance claim through ***, which was Mr [redacted] 's selected form of protection coverage

Complaint: [redacted] I am rejecting this response because: The fact that I was told that I couldn't pay my past due balance and regain access to my unit was not addressed The increased rent was not addressed I was not notified that my rent was going to increase and I as far as getting in contact with me, my email works fine I get receipts and other correspondence from them but not this matter The fact that I was told I had to pay my past due balance and the current month which was not overdue at the time in order to gain access to my unit was not addressed I was handled unprofessionally and am not at all satisfied with your policies I will be moving out as soon as I can Sincerely, [redacted]

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 facilityWe have reviewed Mr [redacted] account and agree to his request; we have waived his increase for one month as a courtesyWe have also issued a $credit to the account as a measure of good faith to cover the late fee he has already paidAs this is the customer’s desired resolution, we consider this matter closed

The District Manager has been notified regarding site staff You may also call our customer service desk at 1-888-storage

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 facilityThe local facility has returned checks to Mr [redacted] due to various reasons including checks being sent from a third party with no account information on the check, check being short or account being so far past due, we are unable to take a check as a form of paymentThis is outlined in the lease signed by Mr [redacted] on Jan 4th OTHER CHARGES 8) In the event Occupant does not pay the Monthly Rental Charge by the 5th day following Occupant's current Paid Through Date, Occupant shall pay a Late Fee equal to the greater of $or 20% for Monthly Rental Charge This Late Fee will be assessed on the 6th day following Occupant's current Paid Through DateThe Late Fees are a service chargePartial payments will not be accepted, however, if a partial payment is accepted it will be at the sole discretion of the Operator and if accepted will first be applied to fees and service charges, then to Monthly Rental Charges, taxes and insurance The Occupant agrees and understands that partial payments made to cure a default for nonpayment of rent will not delay or stop foreclosure and sale of Occupant's property The tender of partial payments shall not serve to waive or avoid the legal effect of prior notices given to Occupant Only full payment on the Occupant's account prior to the published auction date will stop a scheduled sale of the property OPERATOR'S LIEN AND PRE-FORECLOSURE FEE 9) OCCUPANT ACKNOWLEDGES AND AGREES THAT OCCUPANT'S PERSONAL PROPERTY STORED AT THE PROJECT WILL BE SUBJECT TO A CLAIM OF LIEN IN FAVOR OF OPERATOR FROM THE DATE THE MONTHLY RENTAL CHARGE AND OTHER CHARGES ARE DUE AND UNPAID, AND FOR EXPENSES REASONABLY INCURRED IN THE SALE OR DISPOSITION OF OCCUPANT'S STORED PERSONAL PROPERTY OPERATOR MAY SELL OCCUPANT'S PERSONAL PROPERTY IN A COMMERCIALLY REASONABLE MANNER AFTER GIVING TENANT REASONABLE NOTICE, IN ORDER TO SATISFY SUCH LIEN If at the close of business on the 30th day following the Occupant's current Paid Through Date, the Monthly Rental Charge and other charges still remain past due, a pre-foreclosure fee of $will be assessed and Occupant must pay such amount by cash, credit card or by certified funds No personal/company checks will be accepted for such past-due payments The local staff has also gone over this with him and issued several credits to correct any issues with the accountMr [redacted] did make a payment via check on 5/19/which paid this account through 5/24/His bill will be due on May 25thIf Mr [redacted] would like to get more information on his account, we suggest that he contact the local facility

Extra Space Storage empathizes with Ms [redacted] and hopes to clarify the situationMs [redacted] had attempted to move out of the space without paying the past due balanceCurrently the unit is days past due and an arrangement was made to allow her to move her items out by 12/Ms [redacted] has already spoke to the District Manager and will not offer any further assistance outside of the arrangement already made

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] first contacted the rental office in May to request to change her paid through date... from the 31st of the month to the 22nd of the month. Carlos, an employee at the local facility, changed the date but Ms. [redacted] was not able to pay for the difference to move the date. The rental office has been in contact with Ms. [redacted] several times to inform her of this. As it stands, the change in the pay through date is still pending until Ms. [redacted] is able to make a payment. Ms. [redacted] should contact the rental office to make a payment.

Extra Space Storage understands Ms [redacted] frustrationSeveral messages were left, when able, to Ms [redacted] Advertised rates are based on market value, unit size, unit type, and availability and are subject to changeCustomers can place a reservation to lock in the price, but units can be first come first serve based on inventory levels as last units are not reservableIf a unit is no longer available a similar sized unit will be shown to the customer and the price is broken down before signing the lease and is up to the customer to accept and agree the termsIf a customer does not agree to the pricing and terms of the lease agreement at the signing of the lease should have said so to the rental staffSeveral messages from the store staff, DM, and AJ were made when ableExtra Space will not refund or adjust the rate as this was agreed and signed for in the rental agreementWe ask that Ms [redacted] speak with the site staff to downsize or transfer to a different unit to reduce costWeb pricing are promotional rates for new customers and are subject to change along with any rate with a day written notice and are typically locked in for the first five months, depending on market and availabilityPlease stop by the rental office for a copy of your rental ledger and lease agreement

Per the lease signed by Mr [redacted] :"Occupant must provide Operator two (2) days verbal notice or fifteen (15) days written notice prior to vacating the Space Upon termination, Occupant shall remove all Occupant's personal property from the Space and Project and leave the Space in the same condition as delivered to OccupantIn the event that Operator is forced to dispose of any abandoned property of Occupant, then Operator may charge Occupant a reasonable disposal fee for the removal of such belongings, which shall be at a minimum $25."The personal property was not removed from the unit upon leaving the facilityMr [redacted] was notified no later than days after intended move-out date that items were still left in the space and he would continue to be charged for occupying unit until they were removed, to which he responded he did not careThe Release of Interest would discontinue the accrual of any additional fees to the unit between now and the auction dateDespite this, the District Manager has been contacted to see if an agreement can be decided uponMr [redacted] will be notified via phone call of any changes to our decision

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 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 facilityUpon closing, the facility staff discovered the unit unsecured and appeared to be abandonedThe unit was subsequently vacated and cleanedMs [redacted] was offered $and access to retrieve the items from the dumpsterFor these reasons, we do not feel we are liable for the damage and will not reimburse the Complainant for any damage

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 facilityMs [redacted] rented a storage unit at the Mt Vernon locationShe is paid through the 29th of very monthShe has until the 5th day following the 29th to make a payment to avoid a late feeThe paragraph referencing late fees is as follows: TERM, MONTHLY RENAL AMOUNTS AND OTHER CHARGES If Customer does not pay the Monthly Rental Charge by the 5th day following Customer's Paid Through Date, Customer shall pay a late fee of $or 20% of the Monthly Rental Charge, whichever is greaterOperator may charge a late fee for each month Customer fails to pay the Monthly Rental Charge by the 5th day following the Paid Through DateLate Fees will be assessed on or after the 6th day following Customer's current Paid Through DateAny late fees incurred by Customer are a service charge and not a penaltyPartial payments will not be accepted, however, if a partial payment is accepted it will be at the sole discretion of Operator and if accepted will first be applied to fees and service charges, then to Monthly Rental Charges, taxes and insuranceIf at the close of business on the 30th day following the Customer’s current Paid Through Date, the Monthly Rental Charge or other charges still remain past due, a pre-foreclosure fee of $will be assessed and Customer must pay such amount by cash, credit card, or by certified fundsNo personal/company checks will be accepted for past-due paymentsIt is agreed to and understood that partial payments made to cure a default for nonpayment of rent will not delay or stop foreclosure and sale of Customer's propertyThe tender of partial payments, if accepted, shall not serve to waive or avoid the legal effect of prior notices given to CustomerOnly full payment on Customer's account prior to the published auction date will stop a scheduled sale of the property Furthermore, 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 was provided to all customers in informing them of any changes to the leaseWe have reason to believe that the address and contact information on file is no longer current and we ask that Ms [redacted] contact a local facility to update this information On January 4th, MrR [redacted] offered to send the complainant the information and new lease but she was so upset that the site employee had a hard time understanding herHe was not mocking her in any way but was simply trying to understand what she was sayingWe apologize for any miscommunication that may have occurred

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 facilityAs a company we work hard to provide a place for our customers to store their belongings free from damage by the elements or other factorsRegardless 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 customersStorage renter's insurance is offered to all of our customers, but it is their responsibility to make sure the coverage meets their needsThe 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 burglaryTo 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 damageOCCUPANT'S PERSONAL PROPERTY STORED IN THE SPACE OR THE PROJECT IS NOT INSURED BY THE OPERATOR AGAINST LOSS OR DAMAGEOccupant 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 AGREEMENTTHE OPERATOR EXERCISES NEITHER CARE, CUSTODY, NOR CONTROL OVER THE OCCUPANT'S STORED PROPERTYALL 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 RISKOperator 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 lawOccupant 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 AgentsOperator 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 deductibleMs [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 priceWe do empathize with Ms [redacted] and urge that she file a claim with her personal insurance companyWe do not feel we are liable for the damage and will not reimburse the Complainant for any damage or for her deductible

Mr. [redacted] rented a climate-controlled storage unit. The temperature is kept at acceptable ranges for an optimum storage experience. Extra Space Storage will still honor its original offer of 2 months free rent which Mr. [redacted] accepted as a resolution to this case. We ask that he contact the local facility to sign a general release form.

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 [redacted] initially contacted Extra Space Storage on November 29, wanting to make a payment over the phone using his bank account informationHe was informed that Extra Space Storage is not able to process a payment over the phone using his bank account information but were able to accept a debit card or credit card over the phoneHe was then informed that he could go online and set his account up for EasyPay using his bank account information and his account will automatically be charged on the due date Mr [redacted] then called back the following day and was told a second time that we are not able to process a payment over the phone using bank account informationHe was told the various options he could utilize to make his payment, including cash, check or debit/credit cardOn December 1, 2015, a payment was processed online using a credit cardOn January 2016, Extra Space Storage was notified that the ACH automatic payment, set up by Mr [redacted] online, and processed on December 27, 2015, had been cancelled due to improper information [redacted] was then notified of this charge back and the $non-sufficient funds fee that had been applied to his accountThe management team at the store had given Mr [redacted] some time to check with his bank and offered to waive the fee if he could verify that the error occurred due to employee or system errorOn January 7, Extra Space Storage received confirmation from our Accounting Department that the charge was a valid chargeWe will not be waiving or issuing a credit for a valid feeFrom 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 facilityAt the time of rental, Mr [redacted] 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 and sent to the address provided by Mr [redacted] in February We consider this matter closed

An offer was made and accepted by Mr [redacted] The check request will go through the standard accounting process (within 4-weeks) Since this is the desired outcome initially outlined in the complaint, we consider this matter closed

Complaint: [redacted] I am rejecting this response because: This is not true! I have made attempts to communicateI have been told there is nothing you can doWhen I received a call it was to get rid of the rest of my belongings that I already paid for the removalNo threats have been made just informationI am not understanding why it has to go through Revdex.com in order for us to communicate but this was the only way 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 facilityIn order to fully resolve this issue, we would need the address of the facility in question

Hello [redacted] ***,Please see your lease regarding your concern and you may also speak with your rental manager if you have additional questions regarding your payment

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 facility [redacted] rented a storage unit from Extra Space Storage in March Since renting, she has brought up several issues to the site manager, who has addressed each of her concernsExtra Space Storage does not have a copy of the keys to [redacted] ***’s unit nor do we have documentation or audits stating that a copy was ever provided to the rental office [redacted] vacated the space June and had left a few boxes which the site disposed of On June 23, an employee contacted [redacted] to discuss her concernsShe did not want any compensation and only wanted to pass on her concernsBy her own admittance, her claim with Beecher and Carson was rejected as there was no sign of forced entryWe encourage [redacted] to contact her personal insurance company and Extra Space will cooperate with her adjuster as much as possible once a claim has been filedExtra Space does not feel that we are liable for the missing items and will not issue any compensation