Extra Space Storage
Reviews and Complaints

Hi,

I'd like to file a complaint. My storage account has been on auto pay via debit card for over 1 year now. This month (October 2022) - for whatever reason, the card was declined and the payment did not process - therefore incurring a late fee of $75. I was out of the country when I got a call from the local store manager in regards to my past due balance and hadn't had any prior communications regarding this matter (10/15/2022). I stated that I called my bank to ensure that there were no issues with my debit card, which there wasn't. The issue for payment processing was solely on Extra Space Storage and their system. I looked into my payment history and this same exact debit card I have on file for this months payment that "didn't go through", was the exact same card that I paid September 2022 bill with - which processed. I have never been late on my account, never missed a payment and never had any issues like this. When I spoke to that local manager he told me that he wouldn't be able to waive the fee because as per their system "everything seems to be working". I called today in order to address this issue not that I am back in the country (10/21/2022) and spoke with another store manager at the same location. She had mentioned that there are procedures that extra space storage takes in order to alert the customers if and when a payment is late or if a card is declined. She then mentioned that she could see from my files that not all of those steps were taken in regards to my account - that should have been. It seems that the issue is on extra space storage here, so why am I being held responsible for the $75 late fee when all of the issues point back to someone who didn't do what they were supposed to at extra space storage (in regards to following ALL of the steps they are supposed to. My debit card also for some reason this month didn't show up as saved on my account in their system yet auto pay is on and my payment for last month was processed. This local manager was able to offer me a $25 credit - and I was very appreciative BUT that still leaves $50 that I should not be responsible as this issue with my card is in fact an issue with extra space storage. I'm trying to find someone to speak to who can help with this in order to credit the entire late fee to my account but there is no one else to speak to. Can't get in touch with anyone from corporate, can only reach both local managers (one of which was actually helpful). I should be credited the full amount of the late fee.

My mother has had a unit at this location for years, long before Extra Space took over.  She had storage here when it was American Storage. She always made her payments,  a few times she was late but always came thru . She stayed with this location because of the  convenience And security also they let her keep her original rate she had been with since she moved in.  That was the first time they had changed owners.  Then I believe there was one more owner/ company change before Extra Space took over.  Mind you every time they switched,  she hasn't received any notification of the change and was unaware of the fact that her automatic pay set up had to be redone each time . In fact that's how she came to find out about the changes because she would get a late notice or lien notification.  So she'd call or go in and pay and at the same time set up the automatic payment.  Now I know for a fact that she did this , as I was with her when. She did it. This last time p was over the phone with a young man I believe and he had set it up for her,  mind you she had told him the importance of scheduling the withdraw to take place on or after the 3rd of every move because that's when the cash would be available.  According to the lady I spoke to on the phone the other day,  she claims that the automatic payment attempts were made on the 2nd . Long story longer , with all that in mind, you need to know that my mom has been in the hospital for the past month or so , she severe rheumatoid arthritis , and diabetes and has been in excruciating pain for a very long time now due to the leg ulcers that have developed on both her legs.  She just got released the other day and comes home to find out her storages are about to be auctioned off due to non payment.  Which in my opinion and I'm sure any one with any common sense would agree is not her fault that whom ever it was that set up her auto pay , clearly didn't do it correctly and now she is being penalized for their clerical error . They told her if she doesn't pay it all in full by October her things will be auctioned off.  And even if she sets up a payment arrangement,  if the balance isn't paid off by October any payments she makes will be list because they will still auction her things . She receives $520 a month from disability to live on . LET ME REPEAT THAT $520 A MONTH TO LIVE OFF OF. . . she had no other source of income. She can't afford to pay off the balance with all these outrageous late fees. Late fees that are being applied to her balance due to the ignorance of  office staff inability to set up her auto pay correctly.  Im sorry for the length of this email. And I appreciate your time in reading this . I'm not seeking anything outside of fairness . Doing what's right.  And understanding and compassion.  Its not her fault they didn't set it up correctly . Clearly it was set up,  because it was attempted.  But not on the day that she instructed them to do it . I remember her telling them on the 3rd or any time after.  Just not the 2nd . He said it was special noted on her account and she was all set. So when I asked her while she was in the hospital if she needed me to take care of any bills she had , with confidence she declined my offer because she felt secure in knowing she had set up auto pay on all her monthly expenses. You can literally see her shock and surprise and the onset of stress to come home from the hospital to find it her belongings are about to be sold.  I hope we can resolve this in a reasonable manner.  Please contact me asap at [protected]@gmail.com

The facility is located at 38910 30th St E, Palmdale, CA 93550

Client name is Lisa Padilla

Unit # 144, 121, 211

I am current with this month's payment. The staff which has been denying me access restricting my gate and unit access to a false claim of seening (video) carrying in trash and leaving it plus a bag of doggy poo. Has stated must leave the unit by the 29th. This is a well extablished pattern of mgmt staff as this ius my fourth extra space facility ive been renter it is obiouvsly clear that staff makes up and files false events in order to violate my civil rights over and over and a prime example in stanton after reporting that they fear for their lifes and called the police which responded and found no facts tol support their charges. Jessica also was at the dale location. Ita a pattern that is taught just like being charged a escrow payment aka extortion payment. The new district mgrs have okd this illegal action as reported by mgr

I feel I am being targeted by the staff at the Garden City location. I reported the manager one time for her unprofessionalism some time in July, as well as the other staff. The 2nd time around was just on 9/9/2022 where my account was suspended and I was told phone calls were made and voicemails were left. This is all false reporting. Anyone can write in the notes that they made phone calls and voicemails to anyone. I was charged a late fee for my account, which I gave the manager my card information the month before. On top of it all, the attitude and the phone call hang ups. I am not tolerating this anymore from Extra Storage. I feel nothing is being done with this person whom I had never had a problem with and now I have to go through this harassments every month. I find Aja is very unprofessional, rude and disrespectful to be a manager for your facility. All I will say right now, that manager needs to be fired if she is targeting me. The comments from these staff, like I said is very unprofessional and I will not rest until I get satisfaction for my accounts. Also, so many times I requested the change of address on all the accounts, it still cannot get done. It is showing an old old address. I am so disgusted with Extra Storage that anyone who asks about this company will get a bad review because of the manager you have working for you. I am in the process of looking for another company but I still want this matter settled. I know I sound angry and I am because I have never had any problems with anyone since renting from you since 2015.

I rented two 10x20ft storage units at Extra Space Storage in Wauconda, IL in March 2021. Over the 17 months my household belongings were in storage, Extra Space Storage did two large price hikes within the first 12 months. My cost started at $172 per unit and by March of 2022, the price had jumped to $274 per unit. I just emptied my two storage units on 8/20/22 and on that day I met the General Manager of the site. He told me I should have spoke to him when I called to complain in March 2022 because the storage cost was increased again. I told him I spoke to a manager when I called and she told me there was nothing she could do. The General Manager said, well I wish you would have spoke to me because I could have made things right for you? That really pissed me off. I will never use Extra Space Storage again and I will not recommend them either. In fact, for anyone reading this review, I hope you know that if you use Extra Space Storage, you should be aware to expect you storage cost to go up sharply. To me, Extra Space Storage is price gouging and engaging in unfair treatment of customers. Just beware!

I lost about $100,000.00 material things and $ 100,000,000.00 heirlooms. I would like Extra Space Storage to conduct an investigation, get rid of him, prosecute him, and take actions to protect future possible victims. "Him" is the store manager and he was de burglar who broke into my unit three times in four days breaking doors, locks, and glass to try to deceive the authorities and, in this case me, making believe that it was a thief from outside.

I don't ask Extra Space Storage to just believe me: I ask for an investigation and I am ready to share all the detailed information and leads that I collected through this history that happened from May 28th 2020 until today.

I have tried to find how to communicate with Extra Space Storage Corporate Office but can't find how.

I have rented a 10 by 15 storage unit in building 8 in Wethersfield Connecticut location. There is no light in my storage unit. I complained about it they changed the bulb and said we're not replacing bulbs because people are stealing them. He brought a new one up the light fixture still does not work. I came back a couple of days later to put a few more things into storage and complained at the front desk to a lady on 8/18 at approximately 1:00 p.m. and she told me that they are not fixing the light fixtures because it would cost too much because it is an electrical issue and they've been told it will cost over $5,000 to fix. I have four herniated discs with arthritis and I am also requiring a knee surgery as well. The unit is indoor and it is very dark and they suggested I get a clip-on light for the unit. Those are not bright enough for me to be climbing up all over everything to find what I need

I visited my storage unit (1038) yesterday and upon opening the door I was hit with an atrocious smell, I couldn’t figure it out? I had one of the employees come and smell, I said maybe it’s the unit next door and she stated that when they moved in it was bad and that they had to shut the office door!

I do not want my belongings to smell like this permeating, nauseating, stench, can you please speak to the employees about this renter removing the dirty belonging and the unit will need to be thoroughly cleaned.

Please inform me as soon as possible of what will be done?

7615 N Division St Spokane, WA

Thank you,

Karen Thompson

On 7/27/2022 I discovered mildew over everything in my storage unit. I contacted management on 7/28/2022 and they filed a claim because I have insurance. I am allergic to mold and mildew spores. I asked the manager, Raphael if they could accommodate me in any way being as though this was not my fault. They refused to accommodate me in any way and said it was between mw and the insurance company. Insurance doesn't cover cleaning the unit or paying for an additional month. I was told they don't have any other units my size with AC to transfer my property.

The elevator that had been not fixed on West River road for over 4 or 5 months they still keep saying they're waiting on parts they never had a backup plan for elevators to go out they want to get the cheapest rate to fix the elevator instead of just getting someone to fix the elevator at a higher cost I pay my storage fees they finally gave me a discount but not trying to take the discount back but the elevator still ain't fixed the front elevator is the one that everybody uses to get to one side of the building my storage is on the side whatever it is broken I have to walk all the way around to the second elevator then come all the way back to the storage and I have a disability I did not sign up for this we still have to pay our fees though but the elevator been broke for a while for months this is ridiculous I've been called the corporate office they offered me a discount but now they trying to take the discount back into the elevators not fixed

I have been renting 2 storage units for the last 2 years from extra space in Lake in the Hills, Il. Every 2 months my rent has been increased, $15, 20, etc. I complained and was told there was no one I could expedite my complaint to. So I actually had to take a second job to afford to keep my belongings there! Then I needed to rent another storage unit for my daughter, after only 2 months to the day they now want to raise her unit price $76! that just put me over the edge! I have paid on time for 2 years! I am a loyal customer, where is your loyalty, are you people that greedy that you need to continue to raise your prices, not yearly, but every other month! There is a casino in the same building as my storage unit, are you not getting rent from that place as well? I honestly think you should look into your souls, because they are dark! I am looking into taking all my stuff out of the 3 units I have and now you will be losing over $500 in rent, so you tell me, because I'm going to shout this song over every social media site I can find. The unfairness of this company, maybe channel 7 would like a call as well!

I started renting a unit from you guys in Savannah Ga over a year ago. I kept in contact and paid every month on the day that I said I would. Them in April, I got online to pay and noticed that my rent had increased to over twice the amount that it had been. I called to ask about it and was told that rates had increased. I understand that happens but my issue is that I was never notified of it. All of my correspondences with you guys have always been over email. I received all other notices such as maintenance on the property, gate closing update, etc. But I never received anything regarding a rate increase. If I would have, I would have had time to move my things out because I could not afford the new rate. I asked why I didn't receive the 30 days notice and I was told that it was mailed out. I did not receive anything in the mail regarding a rate increase. I did receive the notice of a lien in the mail as well as an email regarding the lien but I received nothing anywhere about a rate increase. I cannot afford that rate and could not afford the rate in April when I got on to pay my normal rate. I originally got the storage unit when my kids and I had to move after my husband passed away and I am on a limited income. I tried to ask if you guys could work with me on the payment somehow for me to move my things out but I got nothing. There are things in my storage that are meaningful to me and my kids and I don't want to lose them but I don't feel like I should have to pay this amount that I'm being charged when I never received the notice of a rate increase. It isn't fair. Is there any way that we could work something out? Please...

Extra space storage in Whittier, CA located on Painter Ave allowed a non-applicant to enter into my storage unit without my permission. The non-applicant had a key to the unit but measures were put in place to ensure they would not be allowed to gain access by means of having ESS add a lock to the unit that could only be opened by an employee and parties listed on the contract. ESS failed to check the contract, removed the added ESS lock, and allowed the party to enter and remove articles from the premises.

They ate charging me for Pre foreclosure without a notice

I called them and they send me a notice after my complaining

What can i do to take this fee off, pay the balance and take my stuff

Thank you

Rent

$92.00

Insurance

$22.00

Pre-Foreclosure Fee ($120)

$120.00

Late Fee 20/20

$20.00

Late Fee 20/20

$20.00

Tax

$5.98

Total

$279.98

PAYMENT FOR UNIT 2100

120 NW 27th Ave, Miami, FL, 33125

Due 04/30/22

I rented with extra space storage in Goose Creek South Carolina at 427 Saint James boulevard. At the time Katie was the representative, showed me the unit. I decided to go ahead and rent the space. The first month she claimed she ran my credit card and it was declined. Never attempted to run it again! Any prudent person would run it again. Since my cc was on file in the computer why would she personally run it! l stated that's impossible, I get a direct deposit the first of every month for over a thousand dollars. Katie said now it was stating error. She first stated declined, now it was an error. I was in Florida at the time. I didn't see emails from them. I don't check my email every day. I never expected to hear my content's were going to be auctioned, the next day if I did not come up with an insane total. Without arguing with her I paid the total. I previously worked at CubeSmart and I know how storage units run. When I asked her why didn't she run it again she had no response. I paid the $259.00 so my contents would not be sold. I know once you are put up for auction, it's nearly impossible to resolve the issue. I didn't want to be placed in that situation. Katie's attitude towards me was unconscionably unprofessional malicious, and intentional. About 10 months later I moved back to South Carolina. I went to myself storage unit and Katie was working. I asked her if I could use the bathroom and where it was? The next time I was at my storage unit Katie approaches me with documentation stating that I had to vacate within 30 days! Her reason I took too long in the bathroom! That was her reason. I said that's fine! Katie definitely breached the contract, breached her professional and ethical duties and tried to start an argument with me. I am definitely not about stoop to her level. I want to be fully reimbursed for the $259 that I was wrongfully charged and if by chance she still works there, termination is definitely in order.

I rented a unit at the 5701 E Northwest Highway location and was happy with the service until Jasmine one of their employees called me barking that I left a box of rotten meat on the back dock. Ok I apologized for it she called me and. Said they keep a clean location and that she was giving me a 10 day or 2 week notice she was rude and even accused me of having company that wrote and etched in the walls how stupid. And she walks around in basketball shorts and and t-shirt with her girlfriend looking like Scoobie doo

In July of 2020, I rented 2 spaces, one 5x4 and one 5x9, after 3 months of paying on time, my price was raised on both units from 35 dollars to 41 on the smaller unit and 48 on larger unit, I called and asked only to be told that it is Florida economy and units are scarce. Not true as I had no problem finding a unit or units at all but went with Extra Space, due to pricing. I was to find out in upcoming months, what a mistake I made in my choice. 4 months later, my prices were raised again from to 51 on small unit and they wanted 93 on large unit. I wrote an email to the CEO, didn't receive a response but they lowered price on large unit to 68. The last straw for me was receiving another postcard 5 months later that my price on the large unit would go to 81 on large unit. I had friends take what I needed in both units, closed small unit, left what I didn't want in larger unit for them to dispose of and moved out, closing both my accounts They have also done this to a friend of mine who has quite a large unit from 45 in 17 months now at 150 and price raised again to 230. Being a senior on limited income, this is ridiculous and unaffordable. I would like my extra monies returned. Now this interesting, I had rented storage in Wisconsin, they did not raise my prices at all, same company.

Over a 17-month period, they raised my prices 5 times, tripling my prices from my original price. They are a Bait and Switch company, stay away.

In December 2021, I rented a unit at Extra Space Storage at an advertised rate of $85.00. Two months later (February 2022) I paid my unit up to April and in March I left town for family business (my current situation). On April 26, 2022 I received an emailed invoice that my rent for May is due at the rate of $134.50. I NEVER received notification of an increase. I am dismayed and disgusted as I am on a fixed income and was assure my rate was secure at the time I rented the unit. I am equally dismayed to learn that this is a habit of Extra Space Storage and that a class action suit had been filed against them for pulling this "Bait and Switch" (which is illegal) on other customers. Although all prior correspondence has been via email, the manager on duty claimed the mailed a letter. I can attest no such letter was ever sent to my home.