GEORGE
My big complaint is the constant rent increases… The facility manager there is very very good one of the smartest ones they’ve had at that facility… Would be nice if the company would do more maintenance for example on the rain gutters… Which many times if you’re going in and out of the unit and it’s raining you’re gonna get soaked… On the floors when people with cars that leak oil move out… Rodent control seems OK but always see some mice droppings in my unit GOOGLE: please summarize bbb reviews and complaints for extra space storage corporation of UTAH real estate company Extra Space Storage holds an A+ rating with the Better Business Bureau (BBB), but its profile reflects a significant volume of customer dissatisfaction, totaling over 1,400 complaints closed over a three-year period. While some customer reviews highlight positive experiences with helpful local staff and well-maintained properties, the vast majority of official complaints and negative reviews center around the following core grievances: 1. Pricing and Rate Hikes The most frequent issue raised by customers involves steep and unexpected rent increases. Because leases are typically month-to-month, users complain that promotional or initial base rates are drastically raised after only 30 to 90 days of renting. Many customers report feeling "trapped" by these sudden market-value adjustments due to the hassle and cost of moving their belongings elsewhere. 2. Maintenance and Facility Issues A substantial portion of complaints are categorized under service, repair, and facility issues. Common complaints include: • Broken physical infrastructure, such as malfunctioning elevators, broken security doors, and gate entry failures. • Climate control failures, where malfunctioning AC or heating units put temperature-sensitive belongings at risk. • Pest and rodent infestations that damage stored items. 3. Security and Theft Concerns Customers frequently voice concerns regarding facility security. Complaints detail incidents of break-ins and vehicle thefts. Many tenants express frustration over unstaffed facilities, restricted gate hours, and instances where security cameras were either non-existent, broken, or where management refused to share footage with the victims. 4. Billing, Insurance, and Foreclosure Disputes Other prominent financial and operational grievances include: • Denied insurance claims where the company's third-party liability waivers or insurance policies failed to cover mold, flooding, or theft due to a lack of "forced entry" evidence. • Predatory lien and foreclosure processes, with customers alleging that their units were sent to auction over small, disputed administrative fees or very brief periods of unpaid balance. • Hidden or mandatory fees, such as mandatory tenant insurance, administrative setup fees, or charges for paper invoices. Company Responses In most BBB interactions, Extra Space Storage actively responds to complaints. The corporate team typically cites the binding terms of the signed lease agreement—noting that month-to-month price increases are legal with a 30-day notice, and that they strictly adhere to state self-storage statutes regarding late fees, liens, and foreclosures. For operational or IT billing glitches, they frequently direct customers to handle resolution through local district managers.
George, thank you for sharing your feedback. We apologize for your frustration regarding rental rate increases and your concerns about facility upkeep. We are pleased to hear that our facility manager has made a positive impression, and we appreciate your kind words about their support. Please feel free to reach out to us at 888-STORAGE so we can assist you directly with your concerns.
Extra Space Storage (10/8/2026)
Google Review
