I had extraspace storage in San Bernardino CA for six months. I vacated my unit after giving appropiate notice and left the unit imaculate. They then took out another month's rent unauthorized after I had vacated. I have been fighting with them for fifty days to get my refund and still have not received payment. I am filing a lawsuit and have the local police involved. I would not do business with these people if I were you.

4.11.10:

COMPLAINT web site (extra space probs w online pay)
Filed complaint online on Sunday, April 11, 2010:


its programming dept is lax in fixing the online payment system for a location i have storage at here in chicago, IL. who wants to give their private card information to some employee, a reception desk employee, sitting at the front desk of the location where their items are kept? that is dangerous to us! IS EXTRA SPACE STORAGE TRYING TO GOUGE ME AGAIN AFTER IT RAISED ITS RATE WITHOUT NOTICE ONLY 5 MONTHS AFTER MOVE IN?

extra space storage:

1. used a free month rent as a teaser, then slammed me with a large increase on the 6th month, not annual, anniversary of when i took the space (without giving me any documentation or telling me that this would happen), then

2. on numerous occasions, because its staff will not fix its web page for me to give it my payments on the web, i have had to call the office of the location where my storage locker is to give my credit card number to staff THERE, where it is not safe; and

3. still, as of 4.2010, it will not (even after i called an entire week before the payment was due and wrote to its main offices, per advice from its customer service department--who did not offer to accept my payment, btw) make it so that i am able to pay on line. their error is this:

a) i enter my email address and state name, then, there is a box whereby i should use an arrow key to choose my storage facility location.

b) that box is grayed out, which means that i am not able to pay for my account online.

that means:

4. as of today, my payment is late.

5. of course nobody is working on a sunday to take my payment!

6. why doesn't extra space storage fix its web page billing system?!?

and:

if it attaches a late fee to my payment, i will report this company to:

i) better business bureau
ii) attorney general's office of consumer fraud for my state
iii) angie's list

and anywhere else i may seek relief for its bad business procedures.

IN ADDITION, IT REQUIRES THAT YOU PAY ADDITIONAL FEES FOR INSURANCE. PUBLIC STORAGE HAS THE POLICY THAT INSURANCE IS OPTIONAL, AND ALTHOUGH I DO NOT WANT TO HIRE THAT COMPANY, IT SHOULD BE OUR CHOICE, NOT A REQUIREMENT, TO PAY FOR INSURANCE, because: EXTRA SPACE STORAGE pays insurance for its buildings anyhow.

i think, based on what i have read here and seen that it will slam me with yet another rate increase as of the 9th month anniversary of my move-in, that i will move my items somewhere else, some place that i can trust both in contract and in making it so that i can pay the company on time!

Rates will increase after 5 months and then 9 months - but will not tell you when you move in. My rates were increased so much that I could move to a nicer storage company that actually had more secure access and air conditioning! Read the fine print - they can increase your rates at any time with 30 days notice!! I think this is a poor way to do business - they get you to move in and then they keep increasing your rates...don't get screwed over by them - get it in writting that your rate will be fixed for at least a year.

Moving out of my unit I filled out the little "move out notice" card and put my move out date as 2/18. My bill was due on the 14th. My fiance moved us out early on the 13th, did the walk through with the manager and made sure the unit was empty, went back into the office where some customers came in, and the manager started helping them out while working with my fiance. The manger told my fiance he was good to go so he left. The manager called us on the 18th and confirmed that we were moved out of the unit. But we didn't think anything of it. Now extra space is trying to charge me for the 4 days that we weren't even there because we were suppose to get a receipt when he did the walkthrough with the manager. I tried to politely explain to the manager that he did the walkthrough with him on the 13th but did not receive a receipt. He swore up and down that this is how it's always done with every customer. I told him I'm sure it is, but this time there was a mistake and we need to fix it. And so I asked how do we fix it. He say's I don't know m'am. Then I ask him aren't you the manager and he says yes, but he doesn't think it can be fixed. So I called the "800" customer service #, where I told him the whole situation. He said it wasn't right and being that I wasn't hollering at him when I told him, he gave me the corporate number in Utah. Where I left them a message and am now waiting on a call back.
Now I understand that no one is perfect and that we all make mistakes but why can't a manager understand that and at least try to fix them. He's obviously not capable to help multiple customers at once and maybe he shouldn't be managing something like a storage counter, where there is usually only 1 or 2 people behind the counter to wait on multiple customer's coming in at once. Just beware when working with the manager @ extra space storage in WPB on Southern Blvd.

I rented a unit for 3 yrs;I moved out 9/28/07. I found the remains of a very severe rat infestation in my unit. My furniture, boxes, etc were covered in rat droppings & smelled of rat urine so strongly we couldn't stay in the back of the unit to pull stuff out. Found silverfish all over the place.Dessicated remains of 3 rats in a corner under my stuff were found. The possibility of contracting some disease was on my mind.

I gave the manager a letter 10/1 asking for some compensation; I don't feel they lived up to their responsibility to provide me with a clean, safe storage unit.I left more than 3/4th of my stuff to be destroyed. The response from management was "They told you they had a rat problem" (Yes, they did as casually as they might say they had crickets.and they said it was resolved)2 months later & no one else has returned my call.