Extra Space Storage
reviews and complaints

This company, Extra Space Storage, is one that doesn't seem to care about people or their belongings that are stored in their facilities. They went beyond what was acceptable and crossed a line that should have never been crossed, and it didn't need to happen in our case. They are scam artists and much worse. They don't care about how they mistreat their customers. One manager at a site knew that a storage unit contained not only generations of sentimental items but also evidence that was necessary to prove an assault. The manager, with the blessing of the higher-ups, "disposed of" or "trashed" everything left that we couldn't get out in one day, even though we asked for a few extra days. We had paid thousands upon thousands of dollars over a period of years after fleeing a domestic situation, and this manager knew everything about our situation. However, they coldly and callously tossed out evidence that could have convicted a serial child predator. Now you know who you're doing business with if you give your money to Extra Space Storage. This is NOT a company with any feelings toward humanity. Additionally, they were hit with a class action lawsuit in 2019 for "bait and switch" tactics. WARNING! Do not trust this company.

This storage place ain't no good! They got rats running around like it's their own personal playground. They told me they were gonna take care of it, but after talking to other folks who rent there and reading other reviews, it's been like this for years! I wrote a review and complained about it, and now they kicked me out! They said I was there after hours six times, but that's a lie! I had the biggest unit there, and now I gotta move everything somewhere else. It's a real pain in the butt, but they don't care as long as I ain't spreading the word about their rat problem.

I seen them rats with my own two eyes, and let me tell you, they ain't no small fry. One of them was as big as a dang cat! They done tore through my stuff that I had stored there. I just hope they ain't had no babies in my boxes like they done to other folks. There's rat poop and pee all over everything. Them little critters done knocked stuff over and broke my things. They even chewed on my sponges and pulled cords into holes!

But somehow, Extra Space ain't telling nobody about this problem. They making us look like the bad guys for trying to warn others. I done lost thousands of dollars in property, and now I gotta move everything while they keep making money off of other folks. This place is the pits! I don't know who's worse, the rats or the humans who run the place!

Watch out if you're already using Extra Space Storage! They might just hike up your rates without any warning! They don't seem to care about their loyal customers, and they'll just let you go if you don't want to pay the increased rates. It's all about supply and demand for them, and they're always looking for the next unsuspecting victim. They don't really want to work with you either. The site managers say they have to check with corporate, but corporate says it's up to the site managers. It's all just a big mess!

I have multiple units with them, and all of them have seen huge rate increases in just a few months. One unit went up by 68% after just four months! Another one went up by 52% after 24 months, and yet another one went up by 32% after just nine months. I don't mind reasonable annual increases, but this is just ridiculous! And even if there's another Extra Space Storage location that offers a lower price, they won't give you that rate. They'd rather make you move all your stuff than give you a lower rate.

And you can't even sign a long-term contract with them! That means they can just force the rate increase on you whenever they want. But if the market demand is low, they won't even contact you to lower your rate. It's all just a big scam!

So if you're thinking of using Extra Space Storage, be careful! They might just hike up your rates without any warning, and they won't even work with you to find a solution. It's all just a big mess, and you're better off finding another storage company that actually cares about their customers.

I signed a contract for $45 per month at a rental unit at 1017 E El Segundo Blvd, El Segundo CA in February. Now, three months later, out of nowhere they auto-charge my card $70, and now that's just my new monthly rate. After reading the other complaints, it's clear that this is a tactic that Extra Space Storage uses across the board with their customers, exploiting the fact that customers are more willing to simply put up with it and pay the increased fees as opposed to going through the hassle of moving their stuff somewhere else.

It's a despicable and shameful business practice. Something needs to be done about this company, some kind of lawsuit or other state action, because it just feels like a criminal act.

I will be removing my stuff from the storage unit as quickly as possible, and I will never bring my business to Extra Space Storage ever again.

My rent from $12 was suddenly increased within 3 months of opening my account to $16/- this not acceptable. At least an year should be given before an increase. Moreover, that is what I was told by the property manager when opening my account.

Then again I have easy pay method and default setting on my account is American Express instead they charged my monthly payment on Citi card, which had a problem and I had informed them. I changed the payment default to American Express and they still charged my rent on Citi card. Due to this mistake from your end, I was charged late fee of $20/-. I request you to please as courtesy adjust my $20 late fee to my May monthly payment or refund back to my card. When I opened my account with this location they never mentioned my rent will be increased within 3 month. rent should not be increased till a year is over. Please adjust back my monthly rental payment to $12/- and the refund back for each month my excess payment of $4/- paid. Also as a courtesy my $20 late fee should be removed and either refunded back to my credit card or adjusted towards next months rent payment. My account was set up on easy payment and default Citi Bank credit card. After I had a problem, I changed my default setting for easy payment to American express and yet they charged my rent on Citi Cards and the payment was declined. Please refund back my $20/ as this is not my fault. I request you to please help in this matter as I am overseas and unable to call them internationally from overseas. My name Ronnie B. Chatterjee. My international cell phone # 91 [protected]. Email address: [protected]@yahoo.com. I feel we are being exploited and undue advantage is being taken since we are overseas. Please help me in resolving this problem at your earliest convenience.

YOUR FACILITY

Extra Space Storage.

1320 37th St Brooklyn, NY 11218

Phone:[protected]

My RECEIPT

Transaction Number: [protected]

Payment Date: 04/15/2023

Total Units Paid: 1

Payment Total: $36 (should be $12/- instead of $16/-) they charged me $20 for late fee when I have American Express as default on easy payment.

Look forward to your email for help in resolving this issue.

Thank you,

Ronnie B Chatterjee

I’m am making a formal complaint with regards to being notified ahead of time on my storage account status prior to having a late payment charged. I have set up auto wdl more than 1 time for this storage space. I have no issues with the cost. What I do have a problem with is paying late fees just because I’m not being made aware that my auto payment did not go through for whatever reason. I being told by your staff that they contacted however my voicemail was not full and I have absolutely no record of anyone contacting me. I requested that they send me a text. They said that you don’t do that.

They are claiming to have contacted me however had I been reached I would have promptly made the payment to avoid any late charges. We are in a terrible time in our economy and we are all under the pressure of inflation and being financially burdened. So when your associates didn’t make an attempt to contact me this is particularly concerning to me.

As I can least afford to continuously be paying an additional late charge because of negligence or laziness on the part of your associates. I got a different story each time I called with regards to contacting me. I certainly wd have made the payment immediately had I known it had not gone through.

I was a customer with a 5x10 unit located in Highland and Boulder. I am a low income recipient, I receive Social security benefits as my only source of income. I make less than $1200 a month and only receive my payment once a month. I try to make my storage payment on time each month, but sometimes I have a slight fall back. When the rate of the unit increases is when it becomes tougher to pay, especially on my fixed income. The rate started at $48 or so, then it gradually increased to the amount it is currently, $119.00. For a 5x10, I say is a bit much. My unit has intered into (Default) and soon to be auctioned off. The manager of the facility did not offer any options that could help me keep my unit. I could have made payments while the unit be inaccessible to me. The content is of sentimental value, who would want to take that away from someone. The issue was not of NONPAYMENT, but of LATE PAYMENT, there is a big difference in the two. I was willing to make the payment, but management kept adding to bill. The late charges, the monthly rent, the fees, the insurance, it was increasing to the point that I could keep up. I would like to file this complaint and to have possession of my personal belongings again.

Thank you

Semi Benson

Unit# 523

On 1/4/23 my unit was burglarized with my guitar 3,399.00 value

Antique Italian suit stand damages betting repair 170.00 value

Antique Old West water basin and pitcher cracked value 256.00 value

DeWalt heavy duty drill with side stabilizing handle approximately 200.00 value

I have attempted to communicate with the insurance (ISIS) that is supposed to be covering the claim but they will not return my calls so I can find out what is going on and why after this length of time I have not received remuneration for my losses.

Hello,

Due to your incredibly high increases in rental, we were forced to change storage units, mid way through the last month. We vacated both units on February 19th, left them empty and clean, and notified the company the same day. The units were 698 at the Delilah Road in Egg Harbor Township, NJ and 776 on Black Horse Pike in Egg Harbor Township, NJ.

My next payment was due on March 10th, 2023, 19 days after we vacated the units. I already asked about a refund on February 20th, but received zero response. That means your company had the opportunity to rent those units again during that period.

STOP THEM FROM DOUBLING MY RENT. I am a customer of Extra Space Storaget at 5225 East Van Buren Street, Phoenix, AZ 85008 Space # 3225 I have been renting this space since 2021. I have been paying $113 per month. Extra Space sent me a notice telling me that they plan to almost double my rent to $196.11. Extra Space Storage claims that the space I am renting is "worth" $232. Extra Space Storage has provided no evidence of any person paying that rate for the space. Extra Space Storage sent no notification. I cannot pay any increase in rent. Inflation is causing severe hardships on all living costs. I have suffered extended losses from industry COVID shutdowns and non-recovery from those shutdowns. I am filing complaints with the UTAH AG and AZ AG.

To whom it may concern:

I went by the extra space storage location shown below in Orlando today, Saturday, Feb. 25, 2023 after 2:30 pm to pay a bill and inquire about an additional storage needed. I was accompanied by a friend and spoke to the only representative in the office, Mr. Colon. He informed me that "I have some bad news for you. Your past due and your stuff in storage was auctioned off yesterday". In addition, he said this is company policy after 31 days past due.

As you can imagine, I was definitely surprised and I had told him I had paid past due amount before, and I was not informed of this decision. I am a veteran with cancer and was on treatment as I am still under treatment waiting for a stem cell transplant. I was completely surprised of his nonchalant attitude and really no concern for the loss of everything in storage. When asked if anything was there, he stated, "it's all been auctioned". I do find it hard to believe that all the items in a large storage place would be auctioned off in one day that coincidentally happened to be yesterday.

When I asked who can I talk to or contact, he said I could not contact the district manager directly, but he took my info. For Johnie Roig, district manager, that would reach out and contact me. No timeframe was given. I did look at my storage and lock was still on, which I can't help but question if everything was auctioned and they were able to rent it out overnight by next day. Then, I receive the following e-mail to confirm that I had successfully moved out and welcoming me back for the "next big adventure" which was a lie and added absolute insult to injury.

12:32 PM (9 hours ago)
to me
Move out confirmation
MY ACCOUNT CONTACT US
MOVE OUT CONFIRMATION

Hi Bobby,
Just sending you a quick note to confirm that you have successfully moved out of your unit at our Orlando store.
We can't wait for you to pursue your next big adventure and want you to know that you are welcome back to Extra Space Storage at any time.
Please feel free to reach out to us with any questions!
Have a wonderful rest of your day!
Extra Space Storage
YOUR FACILITY
13125 S John Young Pkwy, Orlando, FL 32837
Phone:
[protected]
YOUR ACCOUNT
Move-out Date: 02/25/2023
Unit Number: 01023

Hello, My name is Doug Derleth. I rent a 10x10 unit at facility in centereach NY.

there is now an on line offer for same unit $126 a month! I am currently paying $305 a month! This is a substantial amount difference. I Times are hard right now, and i was hoping the same pricing could be put in place for a happy, hard working, existing customer! With that beeing said, I appreciate you looking into and any help that could be provided, would be greatly appreciated!

I Thank you for your response, and hope to hear from you soon!

On Jan [protected] am I was visiting the property without any problems not until the store manager decides to confront me without any manners shouts your not allow on property and I will not let you in I turn and ask for a few min before I am able to continue with no sympathy mangers slurs out I don't care you need to talk to me now and you can't come in as a customer she did not give me any time to think and I did have a meltdown due to this later this day my boyfriend had try to talk to her and she was very disgusting rude to him while she was warned I was not mentally okay she laughed and comment I don't care for her mental illness that's not my problem is hers and I don't want any mental person around this property which it doesn't end there she threatens to kick my whole family out without any valid reason just because she feels like it I don't think she's valid of doing this she has me stressed and feeling very drain so much personal abuse on her part is not fair at all and the hate continues she has cross the lines

My name is Grant Noroyan I was storing items in a Ft Lauderdale location and everything has been great although there were some instances of yoyo pricing I spoke with Fernando at this location mostly and Vlad I had an unfortunate issue of someone who took a 1300 dollar security deposit that was fraud and theft from me to move my storage and he never completed the job and ran away with my deposit I have been in a homeless shelter because of this I alerted both Fernando and Vlad about this issue they said they were both sorry this happened and said they would help in any way possible I was a bit behind regarding payment because of what happened and told them I am LITERALLY borrowing money to try and make the payments I had my friend Bibi Moritz make a payment for me in the around of 250 dollars then because of an issue she had to resubmit the payment and was charged 2 times she then messaged me complaining that she was charged 2 times as the office said specifically there would be one charge only! I then scraped together 170 dollars myself and after this payment was made and my friend alerted me to the situation I realized I made over a 500 dollar payment for a little over a month this is unacceptable when I called the office in Ft Lauderdale they said someone from corporate would call to sort everything out that was not the case the man was rude and un professional and acted like he didn't understand my concerns with all due respect anyone with a brain can understand exactly my concerns and the main reason for the call was to resolve the issue I told the office in Ft Lauderdale if the extra amount that I was charged was not refunded to me, I was not only calling the credit card company I would lodge a formal complaint with your corporate office and take further action as needed I need someone who can understand the simple request I have and resolve the issue asap otherwise as stated I will take further action thank you, Grant Noroyan...[protected] [protected]@gmail, com

On site manager is never in the office during office house and business hours. Celia martinez has been found coming out of her upstairs apartment numerous times , very unprofessional especially when other customer's are asking around for her and end up leaving. Also i am only allowed to enter my storage on office hours from 9am to 6:00 pm Saturday 5:30pm . So why is she rushing me out everyday at 5:00pm ? I feel I'm being bullied and need something done about this. I feel she is abusing her title. And taking it to the extreme with me as a victim. The B.B.B. AND CORPORATE will be knowing of this as well .

In the footage video and picture it's showing different areas of the storage facility' , inside and out and I don't see the manager Celia martinez anywhere but I do hear heavy footsteps above me which would be the apartment she lives in .

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