ED Magedson – Founder
Extra Space Storage6434 Maple Ave Dallas, Select State/Province USA
Extra Space Storage Extra Space Ripped Me Off, Locked Me Out, Then STOLE Everything I Had!!!! Please HELP!!!! Dallas TX
I need advisment on what to do about my nightmarish situation with Extra Space Storage. PLEASE, SOMEONE HELP!!!
I had lost my job and decided to move in with a family member in February of 2013. I packed up everything I did own and had it moved to a unit at Extra Space Storage, in Dallas, TX. They were wonderful when I moved my belongings in, but were never cooperative about anything after.
I found Extra Space Storage online. I called their toll free number, a CSR told me about a $10 special and advised me to rent a particular sized unit. I agreed and proceeded with the transaction. The day before I was to move in to the unit, I visited the facility to see where the unit was located inside of the building. I discovered the space that was reccommended was too small and decided to rent a larger unit. I was charged an additional $20, but was told the next month would be free. The on-site manager helped me with everything that was necessary. Then, I had my belongings delivered the following day.
After moving in with a family member, in another state, I returned to Dallas to take care of some personal business. While there, I went by my unit to collect a few things and make sure that everything was secure, only to discover that I had been denied access. My visit was with-in the two month period that the rent was paid. I went to the on-site office and spoke with the same manager that had previously assisted me. He said that I had been "locked-out" because I was late on my rent and owed $200+ in rent and fees. He had no recollection of the terms he had quoted me, initially. I pleaded with him because I had driven 600 miles to allow me access and I offered to pay $140, all that I could at the time, even though I technically owed nothing. He would not acccept a partial payment.
I called Extra Space customer service and requested to speak to a manager. I was told one would contact me within 48 hours. This started in the first part of April and no one contacted me until the last part of May. I called numerous times during this period and the amount I owed kept sky-rocketing. On one of my later calls, a CSR told me that a lein had been placed on the contents of my unit and that a date was set for it to be auctioned. I kept begging to talk to a manager and was told that texts had been sent for one to call. I informed the CSR that I had been told that on eleven different occaisions and had never received a call from anyone. She researched this and promised that I would hear from a manager within 24 hours.
An important note: Each time I called I was asked to confirm my address. I would state my current address and was told that was not the one on file. I would provide my old address, then clearly inform them of my new address. My address was never updated.
Finaly, at the end of May, a manager did call me. She informed me that I, now, owed $485, and it had to be paid by June 7, in order for my belongings not to be auctioned off. I begged her to assist me in making a payment plan, as I was still without a job and trying to survive off of very meager unemployment benefits. The only option I was given was that a portion of my late fees would be waived. if I vacated the unit within 72 hours. That was impossible as I was 600 miles away. somehow I scrapped together the $485 and mad the payment one day prior to loosing everything.
After making the $485 payment on June 6, I fell behind, again. I made the following payment on July 31, for $384.91. I had, then, returned to Dallas and made that payment in person. The manager who I spoke with in June had updated my address, which now was no longer current and I provided a new address to the on-site manager who never bothered to update it.
I had taken a new job in August and had very little money to live on until the end of September as I transitioned from unemployment to salary. I made the next payment on October 11 for $380. I explicitly told the on-site manager that I wanted to bring my account current. That was a Friday. I, also, told the manager that I would need to have access that evening as I had to return to work. He told me that I had access then, when he processed my payment and that my code for the door was working. I came back later that evening, only to find my code did not work. I returned the following evening and my code still did not work. Monday, I went back while the office was open. He apologized and said their "system was down." I, finally, got in to get some of my clothing. Tuesday, I returned and placed other clothing in the unit, as I was staying with a freind and had limited space. Thursday, the weather had turned cold and I went to my unit to retrieve a coat, only to find that I had no access.
I called the after hours toll-free number on the door. The CSR told me that I was denied access because I was late and that I owed another $200+. I asked how that could be as I had brought my account current only six days, earlier, paying $380. She said that my account was current the day that I made the payment on October 11. But, a payment for $125 was due the following day, October 12. I was, and still am, livid! I had, expressly, told the on-site manager that I wanted to bring my account current and he made no mention of a payment being due in 9 hours, or the subsequent late fees. I demanded to speak to another regional manager. Again, I was promised that one would be in touch withiin 72 hours. And again, I heard from no one.
I had faith that my account was regarded as "in-dispute" with Extra Space, as I continually called their customer service line. Each time I made it very clear that I was not going to be making a payment until I spoke with a regional manager and I called, at minimum, of twice a week. Still, no contact was made by Extra Space to me. this coninued through the holidays.
Finally, I rented an apartment the first of January and conceded that I would pay all of their exorbtant late fees and charges and all the back rent. I called the on-site manager to get the balance. He said that my unit and all of its contents were auctioned off the previous day, adding we tried to call you. BULL!!!!!
Angry, I called the customer service number. Again, having to confirm my old address, as no one had bothered to update it the 50 other times I had previously called. I did speak with a very rude supervisor who said "We mailed you noticed that you were up for auction. And, reviewing your account you were, always, behind anyway." I told him that NO ONE EVER bothered to update my account, thus no notice was ever recieved. He said it was my obligation to provide them with a current address. I ask how I could have been any clearer about it, each time I called. No response. I demanded , once more, to speak with a regional manager. The next day she called and said , "You were behind and we sold your stuff."
How is this legal? I provided them with my correct address with each call I made. No one took note of this. Each time I called no onne shared that I was on the auction block. NO ONE AT EXTRA SPACE STORAGE DID ANYTHING BUT ROB ME OF EVERYTHING I OWNED, TOTALING OVER $40,000!!!
HELP ME PLEASE!!!!!!!!!!!!!!
This report was posted on Ripoff Report on 04/29/2014 12:02 PM and is a permanent record located here: http://www.ripoffreport.com/reports/extra-space-storage/dallas-select-stateprovince-75235/extra-space-storage-extra-space-ripped-me-off-locked-me-out-then-stole-everything-i-had-1142679. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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