Extra Space Management

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 understands Ms [redacted] ’ frustration and we hope to clarify furtherHomeless persons are people and all customers can come and go if they rent a unit at the property and are not breaking rules, just as anyone elseExtra Space Storage offers package deliveries for business customers as a courtesy, not a requirement and accepting packages should be arranged by the customer and the delivery companySmall items can be left at the office and the site staff may bring them to the unit, however too many packages or frequent deliveries may be rejected at site discretionWhen Extra Space Storage took over management of the facility a welcome letter with a copy of the lease agreementRental increases are subject to happen with a 30-day written notice and rates are often based on market value, inventory, and competitor pricingExtra Space Storage asks that Ms [redacted] speaks with the site staff to arrange deliveries and negotiate the rate increase

Extra Space Storage empathizes with Ms [redacted] ’s experience, as a company we strive to provide exceptional customer serviceThe site staff have tried reaching Ms [redacted] , as per our policy, before late fees are applied to her account, on multiple occasionsOur standard office hours are available online or over the phone and have been given to Ms [redacted] so that she is aware of when she can make a payment with the officePayments can be made over the phone with an automated system, 24/7, online, over the phone during office hours with store staff, on the mobile app, and in storeDuring the particular incident, Ms [redacted] called into the store and she was having trouble understanding the site team member and he tried to speak clearer, as per the bad reception and request from Ms [redacted] As per our company policy, when the account is past due and in the delinquency status, we do not accept checks as payment to protect the customer from possible NSF fees and to ensure the funds clear in a timely mannerIf a check payment was the preferred method to pay the balance, checks must be received before the due date, or before a late fee applies to the account, and the account cannot be past dueWe urge Ms [redacted] to reach out to the store for clarification on her due date if she required further clarification

We are still waiting for a third party vendor to provide us with a new doorAs stated before, once everything has been resolved, the District Manager will discuss any compensation but until then, we ask for your corporation and continued patience

Extra Space will gladly provide another copy of the notice that was sent in 2015, notifying all customers of the changesWe apologize for any miscommunication that may have happened between Ms [redacted] and our store employees but both employees have expressed a hard time understanding or hearing Ms [redacted] when she contacts the local facilityIf Ms [redacted] wishes, she can either email or come to the facility to discuss any issues she may haveWe 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 MsS [redacted] submitted a chargeback to her bank, which has been processed as a refund with our companyAs this is the customer's desired resolution, we consider this matter closed

Complaint: [redacted] I am rejecting this response because: they have failed to address the issue in its entirety I am willing to take care of the account less any additional fees outside of rental amount (as long as I can verify the business card wasn't charged) If that doesn't work for the business, I will be looking for either arbitration OR file small claims and need to know the business registered agent with the Secretary of State I made several requests for the area manager contact as well Sincerely, [redacted]

Extra Space Storage understands the frustration with this matter and hopes to helpThe District Manager has been contacted and will be reaching out soon about the rate and the insurance and what the available options are as well as explain any questions about the lease and its verbiage

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.comAs a company we work hard to provide exceptional customer service at a professionally managed facility When Mr [redacted] rented his storage unit, he was provided a copy of the rental agreement which includes, “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.”

Complaint: [redacted] I am rejecting this response because:I did NOT opt to get the protection plan ...I was FORCED into it by the manager...I was told that I HAD to have insurance on the unit.....so I am attaching a file with the page of their agreement that CLEARLY states that I do NOT need to purchase this plan to rent a unit!...THAT IS NOT WHAT I WAS TOLD when I was at the office!....and I told Ray that I had my own insurance and I had [redacted] send an email confirmation to him early the next morning...but thats when he told me there were no refunds...which is when this wonderful scenario began!Regarding the first month free rent....the advertising banners were apx FEET in the air...and on a 2-3ft pole.....and the ONLY words you could see on the banners was FIRST MONTHS RENT FREE......maybe I shouldcontact the Florida State Attorney Generals office and have them contact EXTRA SPACE on how they try to lure people into their business and then use bait and switch tactics and lie to people to scam moremoney from them! I thought the DM and I had a resolution on this complaint....but corporate EXTRA SPACE wants to spin this so that it looks like it was MY fault..and MY decision....and it was NOT!!!!! Sincerely, [redacted] ***