Extra Space Management

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] was given adequate time to clear out the unit that he had won at public auctionThe staff at the site went above and beyond to ensure Mr [redacted] understood the time frame in which he had to clear the unit and reminded him repeatedlyThe store informed Mr [redacted] that the office closed at 5:30pm so if he wanted his deposit and receipt that day, he would have to clear out the unit before closingMr [redacted] informed the facility that he would not be able to clear the unit until 7:00pm Saturday eveningAs a courtesy, he was be given full access until 10:00pm Saturday to clear the unit and his deposit and receipt could be retrieved from the office Monday morningOn Monday, the unit was found unsecured (without a lock), with most of its contents still inside and only a few select items had been removedWe tried to contact Mr [redacted] but he failed to answer or return our callsShortly before end of business, the store contacted Storage Treasures and informed them of what had happenedIt was Storage Treasures decision to ban Mr [redacted] as his actions had violated the policy of the AuctionIt was not until Storage Treasures had informed Mr [redacted] that he was being banned that he returned our initial callWe will notify Storage Treasures and request that the ban be lifted, however, Mr [redacted] will not be allowed to bid at any Extra Space Storage locationFurthermore, Extra Space will issue a refund of the $depositThe refund will go through the standard accounting process and should be expected within 4-weeksWe consider this matter closed

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]

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 of $70.00. 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 30 days prior written notice to Occupant, including, without limitation, rental rate changes, usage and other charges.” Proper notice is given on all adjustments. In May 2015 the manager on site worked with Mr. F [redacted] to come to a compromise on his raised rental rate. Even with raised rental rate, Mr. F [redacted] would be paying less than newer renters. Mr. S [redacted] was offered a credit of one free month for his inconvenience and he has agreed to the negotiated rental rate. As this was the tenant’s desired outcome, we consider this matter closed.

Extra Space Storage refers Ms [redacted] to speak with the claims adjustor as any compensation will be covered through the claims management company and not Extra Space StorageThank you

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***They never said I left boxes when I contract them regarding my items being stolenHow did they know I left boxes behind I'd so why did they not contact me regarding my boxes left behind....this insurance company is a scam they take this company word on customers storage units However, they stated that to MrsAbbie S [redacted] , ###-###-#### ext- [redacted] claim number: [redacted] That I left boxes behind and when I came there never said anything about boxes being left in my storage which is a lie, I had movers and we all went to check before we left They protect themselves How did they knew I had several boxes they never stated that to me or the adjuster, but yet they tell her no force entry Basically, they dump my boxes that I supposedly left behind who never told me about me leaving anything This is the first time I am hearing that anything was left in my unit Now, if that was true which isn't then when I go to the office they never said anything about boxes I stated my items was stolen, items was in boxes they know it was boare committing crime and haven't honor my contract or anybody else for that matterWhen they ask meinsurance never realize they have had several report on that site regarding theft That manger never address all my issues when I told them my concernKnew people that's was staying in the units and told them about it nothing was done They units are not secure at all those locks without breaking the lock your door can openAlso those camera only work when they turn them on and when it on watching outside the parking lot and the door to enter the building Did contact American Claims Management claim [redacted] on 6/10/16, reported my item to Montgomery County, police came out that gentlemen never stated that I had left boxes and they had thrown them out If you go online to http://extra-space-storage-reviews.measuredup.com Nevertheless, very bad rating and most customer have complaint about there storage being broken intoThey shouldn't be allowed to sale customers locks at allAnd they can go into customer storage I have seen people living in units and smoking weed and cigarette but yet they never address anything that is why I moved my items out They stole my items and yet they are committing crimes and dishonored the contract once customers purchase insurance it a ripoff It puzzle me that I left boxes behind and they never said that to me when I went to the site nor did they stated that to police when we was on the property taking the report Want my money back (3) mos and if not I am going to report them to the Media and Montgomery County This company need to be audit ASAP These Reviews and Complaints, is about stolen items and going up on rent units when having a lease they are fraudulent misleading customers sad but true Also, foreclosing and audition off people property Have employees that are not honest shame on them First time for everything thanks for telling me I left boxes, how you knew what was in my storage before I moved outDid they say they address people living in units, "No" Shame the DevilsNever would I never rent from this company again I should have looked them up before I rented Wow....boxes was left behind but yet, this never came up whyIf I don't get my money back I will hire a lawyer and let child services no what's going on with this company and how they are allowing people to stay in the unit after hours

We empathize with Ms [redacted] in that she does not feel the situation was handled in a way that was satisfactory to herWe strive to maintain a high level of professionalism and customer-oriented service at our facilitiesThe site attempted to reach her after finding her unit unsecuredThey then secured her unit and verified with her before letting another individual access the unitThe then manager worked closely with [redacted] Insurance to ensure as smooth of an insurance claim process as possibleDespite her complaints, Ms [redacted] chose to continue to store at the facility in San DiegoShe was out of the country during the incident mentioned, but had at least one visitor to her unit in her steadAs the Complainant freely chose to continue to rent for an additional year, we do not believe she is due a year of rental fees

Complaint: [redacted] I am rejecting this response because:I have done all of thisThis has been on going for two monthsYou can see the call log and the notes on the accountI’ve gotten nothing but the run around and the one person who actually cared and tried to do something (other district team lead, not Christina) told me his hands are tied because Christina will not cooperate and neither will the current district manager who is just filling in Sincerely, [redacted]

Extra Space Storage encourages customers to stay on automatic payments to avoid late fees and the foreclosure processExtra Space Storage follows all local laws for notification requirements on storage units and provides courtesy calls to customers to avoid late fees and auction statusIt is the responsibility of customers to keep their contact information current with the rental office to ensure proper communicationPer the lease agreement, access to the unit can be restricted based on the delinquency of the account and local lawsAs 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 auctionIf 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 collectionsExtra 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 communicationsPlease feel free to stop by the rental office for a copy of the rental agreementTerminating an account can only happen if the account is paid current, which you can speak with the site staff to arrangePlease contact the site staff if you have further questionsFees are assessed automatically, based on local laws and assigned based on the amount of days latePlease speak with the site staff to negotiate waiving any feesThe account is not closed until the items are vacated and the current balance is paid, or the unit is auctionedYou may speak with the site staff to arrange a pay-to-vacate agreement

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Extra Space is still refusing to take ownershiper where dropping the ball is concerned I fully understand policy and procedure, blah blah blah But I'd like to believe, as a valued paying customer, Extra Space has/had an obligation to me as well Especially seeing, my bill was dues on 1/14/and was paid, and ExtraSpace stopped managing the facility where my things are housed after payment made Quit convenient for them as an organization!!!! Sincerely, [redacted]

Extra Space Storage regrets this complaint has come to the Revdex.comAs a company we work hard to provide a place for our customers to store their belongings free from damage by the elements or other factorsWe empathize with Ms [redacted] 's situation and understand her frustration She is correct in that our local District Manager, Tina, would re-open the topic for discussion after a decision was reached regarding Ms [redacted] 's insurance claimTo date, we have not heard the final decision regarding the claim, if one has been decided uponShould the Complainant wish to discuss this matter further, we ask that she contact the District Manager as previously agreed and relay the information she has so further decisions can be made

Hello Ms [redacted] ***,Extra Space Storage understands your frustration Our lease states that we are not a warehousemen and we encourage customers to protect their belongings with insurance, either through our 3rd party provider or their own personal insurance Extra Space Storage will not be refunding for used rent As a service to our customers, we walk the property daily and inform our customers if there’s any issues Sometimes there are things out of our control such as weather conditions, power outages or theft.The district manager has been informed of your concerns with the site’s staff and you may also reach out to our customer service at 1-888-storage Please feel free to stop by the rental office for a copy of the lease 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 facilityThe District Manager, Margaret O [redacted] tried to reach Mr [redacted] on several occasions when he has first brought this matter to our attention on March 7th but he has yet to return her call We will attempt to reach out to him again

Complaint: [redacted] I am rejecting this response because: I called the Friday before the 17th and left message questioning the amount of my bill, apparently due to a price increaseI was also giving my new card information which I still would like to and pay for service, I'm even willing to lay for next months in advance, but my card on file did not go through because the card was re issued due to by bank Was bought and new cards issuedI had received my card and had money to pay before a late fee was assessedBut I wasn't paying anything until someone explained the higher price the automated system told meI left a message at the office and asked for a call back in regards to this matter, over a week went by and a never received a callI went by he unit and found they had locked me outI called customer service and found out about the price increase on top of a late fee and was told the manager called the and got a busy signalIn my opinion that is not calling someone back that is trying to pay their billMy account has had a card on file since the day I started business there, I have never had a late payment and don't plan on having oneI tried to pay both customer service and the office, but asked to waive the fee due to their lack of performance of returning a phone call concerning the bill and also updating the card in file, if I need to send phone records and something from my bank explaining they have recently been bought and issued new cardsI stilling willing to pay the past due amount without the late fees and nothing less Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: First of all, at no point did I request a refund of my rent paid - I cannot figure out where Extra Space gets this idea from Secondly, I have never dealt with companies which order around their customers in order for the customer to get what is rightfully theirs in the first place, which was paid for, in this case insurance carried by Beecher Carlson, required by and sold through Extra Space on property stored with Extra Space They have come up with all kinds of convoluted “releases,” which they required to be notarized, in apparent attempt to delay and obfuscate my claim It is very difficult to locate a notary in the Chicago area; libraries and currency exchanges no longer employ them, and haven’t for some years, and our bank has recently shortened their hours, so finding an available notary was an unnecessary, time-consuming chore We live approximately an hour away each way from the facility, and cannot afford the time to make the trip at this time I am the paying long-term customer (on time for almost years), not the other way around, yet Extra Space “bosses” me around, as if I work for them, not the way relationship should be We have been as cooperative as possible, sending pictures of the damaged items which we had to dispose of to avoid the risk of mold, which I am allergic to, and mailing several possible keys for the lock on my storage space, as well as a replacement lock and matching key if and when the lock would have to be cut off of my bin We believe Extra Space, Beecher Carlson, and American Claims Management are intentionally trying to make the settlement of my claim difficult due to the prior claim of my husband for water damage on our property in his unit at the Extra Space facility approximately a mile away from mine, and my subsequent complaints to those organizations higher management in order to settle his rightful claim It is not our fault that the Extra Space facilities have had leakage, damaging our items Furthermore, this treatment appears to be a violation of the ADA Act, since I am severely disabled and have a hard time getting around, and they are refusing to make reasonable accommodations My legitimate claim, which has been open since the damage was discovered the Tuesday before this past Memorial Day, needs to be paid as expeditiously as possible Thank you Sincerely, Anna H***

Extra Space Storage has reached out to the District Staff and store to get in touchif you have any other concerns, please reach out to our customer service department at 888-STORAGESomeone will be in touch within the next hours to address your concernsWe thank you for your businessPlease feel free to stop by the store for a copy of your rental agreement where the late fees are broken down

The claims adjuster has reached out to [redacted] several timesShe has left several messages, calling two contact numbers that we were providedTo move forward, we asked that Mr [redacted] call the adjuster back as soon as possible

Extra Space Storage understands Ms [redacted] ’s frustration and we hope to clear the air on this situationAs we are not a warehouseman, we emphasize the need for insurance, either personal or through Beecher CarlsonMs [redacted] elected that she is self insured and we urge her to reach out to her personal insurance company to see if she is coveredExtra Space Storage takes maintenance very seriously and upon further inspection of the unit, we have found no leaksThe spots in which were mentioned are moisture marks on the concrete which, are often seal coatedWe offer bags and other packing supplies which are recommended at time of move in, and it is solely our customers choice on how they pack their unit and what protections they useWe take pride in our preventative measures, but we cannot protect against acts of godWe again urge Ms [redacted] to reach out to her personal insurance, which she designated during the start of her rental contractWe also encourage Ms [redacted] to speak with store staff if she has any questions

Extra Space Storage empathizes with Mr [redacted] and we hope to clarify this matterExtra Space Storage site staff called Mr [redacted] before the auction, dates ranging from 7/5/through 9/18/2017, in which Mr [redacted] spoke to site staff twiceMr [redacted] said he would make his payment and failed to make a payment before the auctionExtra Space Storage reserves the right to auction a unit for non-paymentExtra Space Storage provides customers with courtesy calls to avoid auction however, it is still the responsibility of the customer to pay the unit on time or before the auction by phone with site staff, through the IVR automated system, online, or in personExtra Space Storage will not be compensating for the legal sale of Mr [redacted] ’s belongings

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, Chris [redacted] S [redacted]