Extra Space Management

[redacted] has made a payment on the account, effectively moving her Paid Through Date to the 22nd of every monthAs this is the desired outcome, we consider this case closed

Complaint: [redacted] I am rejecting this response because: I think it is unfair that all they've done is offer me two months freeAlso they say they've given me two months of free and its not true I have proof of payment for every month my stuff has been there they've given me no months free! Sincerely, [redacted]

Complaint: [redacted] The adjiuster is still reviewing the documentation, and no settlement offer has been madeIn addition to the $5,in current value of the stored items, I have also spent hours attempting to clean off the rat urine and feces from my stored items, and I am entitled to compensation for this labor at Florida minimum wage which amounts to $In order to complete the cleaning, and minimize damage to my home, I have also spent significant money on tarps, HEPA vacuums, respirators, hazmat suit, goggles, mops and buckets, and storage bins, which amounts to $I have spent $on medications, CVS nasal decongestant and primatene Asthma tablets, in an attempt to reduce my asthma and nasal discharge resulting from contact with Extra Space Storage rats' feces, hair, skin flakes, bacteria, and body grease As noted in prior messages, after attempting to put the storage items in my garage, my garage became contaminatedI completed the HEPA vacuuming and bleaching, but the rat stench and effluvium remainThe garage is currently unusable even though it is empty, and I have been blowing fans trying to airi it out for weeksMy current plan is to wash every surfa5ce of the garage with peroxide, and then repaint itThe anticipated cost of this is conservatively $If this process is not successful, I will have to moveThus, including the above-mentioned expenses which were a direct consequence of Extra Space Storage's negligence in pest control, my current requirements for full settlement and release of liability on all sides is $8,24O [redacted] [redacted] , [redacted] Sincerely, [redacted]

Extra Space has issued a refund of the $depositThe refund will go through the standard accounting process and should be expected within 4-weeksA copy of the receipt will be mailed to the address provided to us by Mr [redacted] We consider this matter closed

Extra Space Storage regrets this complaint has cometo the RevDex.com. As acompany we are committed to providing exceptional customer service at aprofessionally managed facility. After reviewing Ms. [redacted] ’s account, ExtraSpace has agreed to issue a refund. As this is the... customer’s desired resolution,we consider the matter closed.

Extra Space Storage is empathetic to Ms [redacted] ’ situation with her unit and we hope to clear this upOn 6/26/Ms [redacted] contacted our National Call Center that she wanted to speak with someone and this case was forwarded to the District ManagerThe District Manager left a message for Ms [redacted] to contact the DM to work through the issue togetherThe DM agreed to allow Ms [redacted] ’ access to the unit without collecting the pro-rated balance due as per the lease agreement however, Ms [redacted] was unable to make it to her unit during office hoursWe will not be able to refund her and ask that she contact the store if she has questions

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 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 MrS [redacted] signed on September 18, 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 policyLIMITATION 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.Nonetheless, we empathize with the incident that has had to be dealt with which is why our District Manager spoke with MrS [redacted] on August 8, and offered a non-negotiable settlement of $***, which was the full amount of reimbursable protection placed on the unit by the ComplainantAs this is the desired resolution, we consider this matter closed

Extra Space Storage understands Mr [redacted] is frustrated with navigating the payment systemExtra Space Storage offers several ways in which to make a payment, before a late fee is processed on the accountMr [redacted] can pay over the phone with the store, he can call our National Call Center, he can make a payment over the phone with an automated system, payments can be made online, payments can be made in person, or at another store if the payment is debit/credit, or through our mobile applicationIf Mr [redacted] would like step-by-step instructions on how to navigate the website, he can stop by any Extra Space Storage office for assistance and we encourage him to stop by a store for assistance in navigating his online accountWe have offered all avenues for making a payment and offered assistanceIt is Mr***’s sole responsibility to pay on time

Extra Space Storage understands Ms [redacted] frustration and we hope to clear the air in this matterThe account is severely past due and falls under the legal right of Extra Space Storage to charge late fees and process the unit into foreclosureMs [redacted] has been given ample time to pay the account current by the previous company and it has now come time to act on the delinquency of the accountExtra Space Storage will not change the account balance or remove any fees due to the severity of delinquencyIf any arrangements are to be made, please speak with the store staff to see if you are eligible for a pay-to-vacate

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 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 Mr [redacted] signed on December 14, 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 deductibleNonetheless, if the Complainant agrees to complete and sign a release form, we will refund half the disputed amount, $as a gesture of our empathyWe ask that Mr [redacted] contact the local site management team to sign the release so he can receive his refund

Extra Space Storage is empathetic to the situation that Mr[redacted] has gone throughMr [redacted] moved into his unit on 8/6/ At the time, he declared $5,in insurable value, and purchased the Customer Protection Plan through American Claims Managment at $5,In the middle of May, he came to his unit and reported that vandalism had taken place, and that he had many collectible shoes missing, but he acknowledges he really has no idea when it took place during that month periodHis lock was in place, with the security seal, suggesting that nobody had cut a lock to break in, so he suspects somebody broke in via a neighboring unit (removing wall or climbing over the wall) He says now that he had $20,worth of shoes in his unitThis has been reported to the local police department, who is investigating it We have provided video surveillance footage to assist in their investigationInvestigation is still in progress and we ask Mr [redacted] to reach out to the store or the authorities for updates on the investigation

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 David C [redacted] has reached out to [redacted] and has provided answers to all the questions outlined in this complaintExtra Space Storage regrets the misunderstanding in this situationThe follow up survey was for a previous unit that Mr [redacted] had rented

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 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 needs [redacted] rejected the insurance offered by Extra SpaceThe section referencing Insurance can be found in the lease signed by [redacted] *** 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 damageNonetheless, the District Manager, Jeff S [redacted] , would like to offer a $settlement as a gesture of our empathyThe District Manager will be contacting [redacted] shortly

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 facilityThis section of the lease that was signed by [redacted] on 7/15/ LIMITATIONS ON USE OF THE SPACE AND FACILITY 10) Customer shall not make or allow any alterations to the SpaceCustomer agrees that the Space and Facility shall be used solely for the storage of personal propertyCustomer shall not loiter about the Facility, spend excessive or unnecessary time in or around the Space or interfere with the use of the Facility by other customers of OperatorCustomer shall not use the Space for any unlawful purpose and expressly agrees not to use the Space for human or animal habitation The District Manager, Chris F [redacted] , has already spoken with Mr [redacted] in regards to the documented incident on September 3, in which Mr [redacted] was found sleeping inside his unit with the door closed and secured with a paperclipIf this behavior continues to happen, we will not to renew the terms of the month-to-month contractWe regret that Mr [redacted] felt that our customer service did not live up to the standards expected but we will not issue a credit at this timeMr [redacted] is currently paid through Dec 14,

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 Mr [redacted] did provide a move-out notice via the website on 10/15/15, he selected a move out date of 10/12/On 10/20/the site management team spoke to the Complainant over the phoneThe management team notified him that there were still items in the unit and and as such, it was still considered occupiedMr [redacted] was asked to either pay rent for occupied storage space or to come remove his itemsTenant notified site that he didn't care what happened and that he would not be removing the items nor paying for the spaceSite continued to attempt to reach Mr [redacted] by leaving multiple voicemails over the following monthsOn 12/12/Mr [redacted] answered another phone call during which he was offered a Release of Interest, which he refused, and he asked the site to stop contacting himThe Release of Interest has been attached should Mr [redacted] wish to sign it prior to the auction date of 1/13/Should he not wish to sign it, the auction will proceed and any amount past due not covered by the proceeds from the auction will be sent to collections

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 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.” Further, 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

Complaint: [redacted] I am rejecting this response because: the company offers storage service, they knew they have an infestation and did not warn me as they should have, they knowingly rented an infested unit and now they are trying to get out of their responsibility to ensure their customers belongings are properly stored, I am doing an interview with fox news to warn people about their storage facilities infestation and refusal to do the right thing, they forced me to buy renters insurance but won't let me claim on the insuranceBasically they are con artists I will be filing suit Sincerely, [redacted]

The local facility as well as a district representative has tried several times to contact Ms [redacted] to resolve the situationWe ask that she contact the store directly to discuss her account

Hello ***,Extra Space Storage understands your frustrationA rate change letter was mailed to your address on file on 11/21/It is the customer’s responsibility to keep their contact information current with the rental office Our rates are based on market value, competitor pricing, and inventory The district manager has been informed of your concerns with the site’s staff Please speak with your site manager to negotiate your rate change if possible You may also contact our customer service at 1-888-storage

Extra Space Storage is empathetic to Ms***’s situation and we hope to clarifyExtra Space Storage reserves the right to foreclose on units that are unpaid and follows all legal requirements in the foreclosure process including cutting the lock and charging for a new lock for non-compliance of adding your own lockExtra Space policy is to mail keys to the customer so that we do not have access to the unitIt is the customer’s responsibility to keep update the address on file with us at the site officeRent is due on the due date and paying the account after the due date will result in the past due and current payment that needs to be madeAll rent and fees are due and need to be paid but an arrangement may be possible with the site staff for a pay-to-vacate agreementWe ask that you speak with the site staff to see what options are available to move out of the space or pay the rentPlease feel free to also