Complaints for Extra Space Management Inc. in Salt Lake City, UT

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
11	Refuse to adjust, relying on terms of agreement
5	Unanswered

17 complaints against Extra Space Management Inc.

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9/28/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

9/11/2025

Urgent Extra Space Storage Shelton,CT Subject: Formal Dispute of Billing Under the Fair Credit Billing Act To Whom It May Concern, I am writing to formally dispute the billing statements issued by Extra Space Storage. The current balance of over $1059 is incorrect, and I also believe that previous charges from December 2024 to May 2025 are inaccurate. In accordance with the Fair Credit Billing Act (FCBA), I request a formal response to this dispute. Please be advised that all collection activities must cease during this process. I kindly ask that you do not disturb or remove any personal items stored at the Shelton, CT facility, nor make any payment requests. Thank you for your prompt attention to this matter. I look forward to your response. Resolution Sought Urgent Extra Space Storage Shelton,CT Subject: Formal Dispute of Billing Under the Fair Credit Billing Act To Whom It May Concern, I am writing to formally dispute the billing statements issued by Extra Space Storage. The current balance of over $1059 is incorrect, and I also believe that previous charges from December 2024 to May 2025 are inaccurate. In accordance with the Fair Credit Billing Act (FCBA), I request a formal response to this dispute. Please be advised tha

Company Response

9/15/2025

Extra Space Storage would like to thank Ms. Damis for reaching out. We understand the frustration and hope to clarify. Ms. Damis’s account was due on June 17, 2025. Prior to fees being assessed, the last payment made in Ms. Damis’s account was on May 18, 2025. As a courtesy, the office has made several attempts to contact Ms. Damis via phone. Phone call reminders for payments are considered courtesy and not a requirement. Extra Space does offer several options for customers to make their payments in a timely manner via our website, by phone, by mail, the drop box, setting up autopay, or in person by stopping into their local rental office. According to the lease: “The period between consecutive Monthly Due Dates is referred to as the "Rental Month." The last day of the Rental Month for which all Monthly Rental Charges have been paid is the "Paid Through Date." Customer shall pay Operator the Monthly Rental Charge, taxes and insurance in advance, without prior notice or billing from Operator. NO MONTHLY BILLS OR STATEMENTS WILL BE SENT TO CUSTOMER UNLESS ELECTED ABOVE. If Customer elects to receive monthly billing, a monthly service charge of $1.00 shall be added to Customer's account.” Extra Space does provide a grace period of 5-days after the paid through date in which customers can make their payments to avoid any late fees, however, if the account isn't paid before the 6th day a late fee is assessed and applied to the account. Pursuant to the lease: “If Customer does not pay the Monthly Rental Charge by the 5th day following Customer's Paid Through Date, Customer shall pay a late fee of $20.00 or 20 of the Monthly Rental Charge, whichever is greater. Operator may charge a late fee for each month Customer fails to pay the Monthly Rental Charge by the 5th day following the Paid Through Date. Late Fees will be assessed on or after the 6th day following Customer's current Paid Through Date. Any late fees incurred by Customer are a service charge and not a penalty. Partial payments will not be accepted, however, if a partial payment is accepted it will be at the sole discretion of Operator and if accepted will first be applied to fees and service charges, then to Monthly Rental Charges, taxes and insurance. If at the close of business on the 30th day following the Customer’s current Paid Through Date, the Monthly Rental Charge or other charges still remain past due, a pre-foreclosure fee of $120.00 will be assessed and Customer must pay such past due amounts by cash, credit card, or by certified funds.” We would like to acknowledge that Ms. Damis was aware of when the auction was scheduled. The rental office did offer to work with Ms. Damis and provided the option of a Pay to Vacate agreement where she would pay a reduced portion of the total balance due and then vacate the space but Ms. Damis did not accept. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement as well as the state lien laws governing self-storage and therefore can proceed with auction. Thanks.

12/1/2024

RESPONSE: Complaint was not answered Amount in Dispute: $2,500.00 Amount Settled: $0.00

Customer Complaint

11/5/2024

I am writing to seek your assistance regarding a distressing situation with my storage unit, which is scheduled to be auctioned on November 8th. I have been renting a storage unit at extra space storage and have encountered serious issues related to pest infestations, specifically mice. I raised my concerns about the presence of mice and the associated health risks, particularly due to my autoimmune disease, which makes me particularly sensitive to allergens and contaminants. Unfortunately, my complaints were not taken seriously by the management, and I was advised to contact my insurance company instead of receiving any assistance. I expressed my unwillingness to pay my rent until I received proof of an extermination effort. Despite this, the facility has refused to work with me, denied my requests to enter the unit to document the damage caused by the mice, and did not allow me to take photographs of the chewed boxes and other evidence. They have also sent auction notices and photographs to my insurance company without my consent. I believe that the management's actions constitute a breach of contract, as they have not fulfilled their obligation to provide a safe and clean environment for my personal items and I also believe that they broke the code of ethics when i explain when I explained my health situation to them and they did not care, they only cared about money. Resolution Sought I want to stop the auction on Nov 8th I want all copies of all exterminator records and I want to go in to assess damages to my unit.

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