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Extra Space Storage Reviews & Complaints

Extra Space Storage Inc. is a publicly traded self-storage company based in Salt Lake City, Utah. It reported 4,281 stores owned and/or operated at the end of 2025 and merged with Life Storage in July 2023. In July 2026 New York City announced a $1.7 million settlement of its consumer-protection lawsuit against the company; New Yorkers who rented a unit in the city between March 24, 2023 and June 16, 2026 can file restitution claims until August 1, 2027.

REVIEWS & COMPLAINTS163on USAComplaints · 1 in last 3 yrs
WEBSITEextraspace.com
HEADQUARTERSSalt Lake City, UT
PROFILE CHECKED2026-11-02
Submit a Complaint Read reviews & complaints ↓ Official website ↗

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Corporate & press

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VERIFIED

Locations

  • Headquarters2795 East Cottonwood Parkway, Suite 300 Salt Lake City UT 84121
EDITORIAL

Is Extra Space Storage Legitimate?

BBB, Trustpilot

Legal name
Extra Space Storage Inc.
Founded
1977
Business type
Self-storage real estate investment trust (NYSE: EXR) headquartered in Salt Lake City, Utah; owns and/or operates stores and manages stores for third-party owners; completed its merger with Life Storage on July 20, 2023.
Website
extraspace.comSource: Extra Space Storage Inc. Form 10-K for fiscal 2025, checked 2026-11-02
Headquarters
Salt Lake City, UTSource: Extra Space Storage Inc. Form 10-K for fiscal 2025, checked 2026-11-02

Extra Space Storage is operated by a publicly traded company: Extra Space Storage Inc. files annual reports with the SEC, its stock has traded on the New York Stock Exchange under the symbol EXR since August 2004, and it reported 4,281 stores owned and/or operated at the end of 2025. On BBB, the headquarters profile for Extra Space Management Inc shows an A+ letter grade and accreditation; separately, it lists 1,437 complaints filed in the last 3 years and an average customer review score of 1.25 out of 5. Its Trustpilot score is 1.8 out of 5 from 7,806 reviews. In July 2026 New York City settled its consumer-protection lawsuit against the company for $1.7 million over alleged bait-and-switch pricing, unit conditions, fees, lockouts and auctions; the company says it disagrees with the allegations and chose to settle. Before renting, read the rental agreement for that specific store, including the rent-change, fee, insurance and lien-sale terms, and note whether the store is company-operated or managed for another owner.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBcomplaints filed in the last 3 years, headquarters profile
289 reviews · 1,437 complaints · BBB business grade A+ · average customer rating 1.25 / 5
Trustpilotall reviews for extraspace.com
7,806 reviews · TrustScore 1.8 / 5
EDITORIAL

Complaint Themes

late fees, move-out charges or refundsrate increases / price after move-ininsurance requirements or claimstheft, break-in or securityauction, lien or lockoutpests, mold or water damage

Themes summarize what people write about most often. One complaint can touch several themes, and some complaints (a positive report, or one later retracted by its author) fit none, so themes are not a count of complaints.

CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

163 complaints on USAComplaints, including 1 published in the last three years.

Show 15 more on this page
EDITORIAL

Extra Space Storage complaint record: this archive, BBB and Trustpilot

Reader complaints on this site. 163 published complaint reports are linked to this profile. Most were posted between 2004 and 2014. They are individual accounts from renters, not verified findings, and a few praise a particular store or employee. The most frequent subjects are late fees, move-out charges and refunds; rent increases after move-in; insurance added to the bill or claims that were refused; theft and break-ins; lockouts, liens and auctions; and pests, mold or water damage.

BBB. BBB's headquarters profile is listed under the name Extra Space Management Inc, in Cottonwood Heights, Utah, not under the name of the NYSE-listed parent. It shows an A+ rating and BBB accreditation since August 24, 2009. It lists 1,437 complaints filed in the last 3 years, 416 of them in the last 12 months, and an average of 1.25 out of 5 stars from 289 customer reviews. The letter grade and the complaint count are separate measures: BBB's grade weighs factors such as how the business responds to complaints and how long it has operated, so a high grade can sit alongside a large number of complaints. BBB lists LifeStorage among the profile's alternate names. It also lists UStoreIt; U-Store-It was the former name of CubeSmart, a different storage company, not of Extra Space.

Trustpilot. The extraspace.com page shows 7,806 reviews with a TrustScore of 1.8 out of 5, 146 of them posted in the last 12 months. The company claimed the page in February 2016; Trustpilot notes that it has no recent history of inviting customers to review and has not replied to negative reviews.

These sources count different things (reader posts, BBB complaints, Trustpilot reviews) and are not added together.

Had an experience with Extra Space Storage? Tell other people what happened.

Submit a Complaint
EDITORIAL

Extra Space Storage complaints: rate increases, fees, auctions and where to complain

Extra Space Storage is a self-storage company headquartered in Salt Lake City, Utah. At December 31, 2025 it owned and/or operated 4,281 stores and managed another 1,856 for third-party owners. Because a store can be company-operated or managed for another owner, check which company is named on your rental agreement before you dispute a charge. The most common complaints concern rent increases after a low move-in rate, fees and move-out charges, insurance on the bill, and lockouts or lien sales. In July 2026 New York City settled a consumer-protection lawsuit over these practices for $1.7 million, and a restitution fund is open to eligible New York City renters.

Documents that control your rental. Your signed rental agreement, the move-in paperwork and any written rate-change notice set your rent, fees, insurance terms and lien-sale rules. Keep copies, and take screenshots of your online account showing each monthly charge.

Practical steps. Write down the store address, your move-in date, the rate you were quoted and every later rate. Put any dispute about a rent increase, late fee, move-out charge or lock on your unit in writing to the store manager and keep the reply.

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For a quick answer, call the customer service number printed on your rental agreement or statement, then confirm what you were told in writing. If the store does not resolve it, send the same letter to the corporate office at 2795 East Cottonwood Parkway, Suite 300, Salt Lake City, UT 84121, by certified mail with return receipt so you can prove when it arrived. If an auction or lien sale has been scheduled, act at once: ask in writing for the sale date, the exact amount claimed and how notice was sent, and pay or arrange payment before the sale date if you can. Lien-sale notice rules and any right to pay and stop a sale come from your state's self-storage lien law and differ from state to state, so check with your state consumer protection office or a local legal aid office or lawyer before the sale.

Disputing a card or bank charge. On a credit card, a charge for the wrong amount or for something you did not agree to is a billing error under the Fair Credit Billing Act. Call the issuer, then send a written dispute to the billing-inquiries address on your statement (not the payment address) so that it arrives within 60 days after the first statement showing the charge was sent to you. A rent increase that your contract allowed is usually not a billing error; dispute that with the store first. If rent is taken from a debit card or bank account by autopay, report an incorrect charge to your bank within 60 days after the statement showing it was sent, and to stop future automatic payments tell the bank at least 3 business days before the next scheduled payment.

Where to complain. In New York City, file with the Department of Consumer and Worker Protection at nyc.gov/Consumers, and if you rented between March 24, 2023 and June 16, 2026, see the restitution fund details in the New York City section (deadline August 1, 2027).

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Elsewhere, file with your state attorney general or state consumer protection office (USA.gov lists every state's office at usa.gov/state-consumer), report deceptive practices to the Federal Trade Commission at ReportFraud.ftc.gov, and file a complaint on the BBB headquarters profile, which forwards it to the company for a response.

EDITORIAL

New York City DCWP action and $1.7 million settlement (2026)

What the City alleged. On February 10, 2026 the New York City Department of Consumer and Worker Protection (DCWP) announced a lawsuit against Extra Space Storage Inc. in the Supreme Court of the State of New York, County of New York, seeking full restitution for consumers and more than $5 million in penalties. DCWP said the company operates about 60 locations in New York City, that it reviewed more than 100 complaints, and that it received 31 complaints about Extra Space in 2025 alone. The City accused the company of false advertising (promising clean units while renting units with vermin, rodent droppings, water damage and mold), bait-and-switch pricing (steep rent increases after move-in despite written assurances of 30 days' advance notice), junk fees (some charged even after customers cancelled) and wrongful lockouts and auctions without due process. In its July settlement announcement the City said DCWP's investigation had found these practices beginning in 2023. On rent increases, the City's verified complaint cites the company's own consumer contract, which allows rent changes "upon 30 days' notice to Customer," and alleges that rates were raised without that notice. The company disputed the allegations, and the case was settled before trial.

How it ended. On July 9, 2026 the Mayor's Office announced a $1.7 million settlement, filed with the court: $1 million in restitution to consumers and more than $700,000 in civil penalties. Under the settlement the company may not deceptively advertise prices or facility conditions, must follow stronger due process before restricting access to a unit or auctioning property, must run a relocation assistance program, and must give adequate notice before raising prices and before any sale or auction is scheduled. DCWP's August release describes the conduct as violations its investigation found. Inside Self Storage reported, citing a source, that the company did not admit liability, and Extra Space's head of corporate communications, McKall Morris, told the publication that the company maintains its disagreement with the allegations and chose to settle in the interest of its customers, team members and stakeholders.

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Restitution fund: who can claim. DCWP opened the $1 million fund on August 4, 2026. You may qualify if you rented an Extra Space unit in New York City between March 24, 2023 and June 16, 2026 and at least one of these happened: your belongings were damaged because the unit had rodents, mold, leaks, bugs or other unsafe or unclean conditions; your rent went up within the first 6 months or by more than 50% during your rental; or your belongings were sold or auctioned without proper notice or while you were disputing a rent increase or fees. Meeting these conditions does not guarantee payment; DCWP reviews each claim and sets the amount.

How to file. Download the claim form from nyc.gov/claim-funds (also available in Spanish and Simplified Chinese) and send it by email to [email protected] or by mail to NYC Department of Consumer and Worker Protection, Attn: Extra Space Settlement, 42 Broadway, 5th Floor, New York, NY 10004. Attach copies of whatever you have: the lease or occupancy agreement, receipts or payment records, photos, letters, emails and texts, insurance documents, auction notices and any DCWP complaint you filed. The deadline is August 1, 2027, or earlier if the fund runs out. Questions go to the DCWP help line for this fund, (212) 436-0306.

Licensing. Under Local Law 171 of 2025, DCWP began licensing self-storage facilities on August 25, 2026; each facility operating in New York City needs its own DCWP license. Complaints about any self-storage facility in the city can be filed with DCWP at nyc.gov/Consumers.

Other proceedings. In its Form 10-K for fiscal 2025 the company describes its legal proceedings only in general terms, saying it is involved in various legal proceedings and subject to various claims and complaints.

EDITORIAL

Court cases that name Extra Space Storage

Court records

Gomes v. Extra Space Storage, Inc. (D.N.J., 2:13-cv-00929). Tenant Steven R. Gomes, Jr. sued Extra Space Storage, Inc. and Extra Space Storage Management, Inc. in New Jersey state court on behalf of himself and a proposed class; the defendants removed the case to federal court under the Class Action Fairness Act. According to the court's March 31, 2015 opinion, Gomes alleged that he fell behind on rent for his unit at the Hackensack store, that a lien notice dated January 19, 2012 set an auction for February 16, 2012, that an assistant manager told him the auction would not happen until March 15, 2012, and that when he tried to recover his belongings in early March they had already been sold on February 16. The class claims alleged that the notice gave less time before the sale than the New Jersey Self-Storage Facility Act requires and that the rental agreement and notice violated state consumer statutes. These were allegations. In that opinion District Judge Katharine S. Hayden granted the defendants' motion to dismiss in part and denied it in part.

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Settlement. On June 21, 2017 the court entered an order certifying the settlement class and granting final approval of the class settlement, and the case was closed. The trade publication Inside Self Storage reported that the $5.08 million settlement, approved by Magistrate Judge Cathy L. Waldor, covered nearly 155,000 Extra Space customers. Under it, class members were eligible for a $75 certificate usable toward Extra Space products and services in New Jersey, Gomes was to receive a $22,500 incentive award and class counsel $725,000 in fees, and a subclass of about 7,700 members could pursue separate claims over the sale of their property. On January 25, 2018 the court denied a motion by the plaintiff to enforce the settlement agreement.

City of New York and DCWP Commissioner v. Extra Space Storage Inc. (N.Y. Sup. Ct., N.Y. County). The City's February 2026 lawsuit and the $1.7 million settlement announced in July 2026 are described in the New York City section.

PUBLIC RECORD

Court & Public Records

Gomes v. Extra Space Storage, Inc. and Extra Space Storage Management, Inc.

Settled

U.S. District Court, D. New JerseyDocket 2:13-cv-00929Source ↗

Settled

On January 25, 2018 the court denied a motion by the plaintiff to enforce the settlement agreement.

Case details: Gomes v. Extra Space Storage, Inc. and Extra Space Storage Management, Inc.Show less

Class action filed by tenant Steven R. Gomes, Jr. in New Jersey state court and removed by the defendants to federal court under the Class Action Fairness Act; the federal docket opens on February 15, 2013. The claims, which are allegations, say a lien notice and the sale of his stored property did not follow the New Jersey Self-Storage Facility Act and violated state consumer statutes. On March 31, 2015 District Judge Katharine S. Hayden granted in part and denied in part the defendants' motion to dismiss. On June 21, 2017 the court entered an order certifying the settlement class and granting final approval of the class settlement, and the case was closed. Inside Self Storage reported that the $5.08 million settlement, approved by Magistrate Judge Cathy L. Waldor, covered nearly 155,000 customers: class members were eligible for a $75 certificate usable toward Extra Space products and services in New Jersey, and a subclass of about 7,700 members could pursue separate claims over the sale of their property.

The City of New York and Samuel A.A. Levine, as Commissioner of DCWP v. Extra Space Storage Inc.

Settled

Supreme Court of the State of New York, County of New YorkSource ↗

Settled

DCWP opened the $1 million restitution fund on August 4, 2026.

Case details: The City of New York and Samuel A.A. Levine, as Commissioner of DCWP v. Extra Space Storage Inc.Show less

DCWP announced the lawsuit on February 10, 2026, seeking restitution and more than $5 million in penalties; the verified complaint it published is dated February 9, 2026. On July 9, 2026 the Mayor's Office announced a $1.7 million settlement, filed with the court: $1 million in restitution for consumers and more than $700,000 in civil penalties, plus compliance terms. The case was settled before trial. DCWP describes the conduct as violations its investigation found; Inside Self Storage reported, citing a source, that the company did not admit liability, and the company said it maintains its disagreement with the allegations and chose to settle.

EDITORIAL

Who operates Extra Space Storage and the Life Storage merger

The Extra Space business has been in self-storage since 1977, first through its predecessor, Extra Space Storage LLC. The current company, Extra Space Storage Inc., was formed as a Maryland corporation on April 30, 2004 to continue that business; it is a self-administered real estate investment trust, it closed its initial public offering on August 17, 2004, and its stock has traded on the New York Stock Exchange under the symbol EXR since then. Substantially all of its business is conducted through its operating partnership, Extra Space Storage LP. Its principal offices are at 2795 East Cottonwood Parkway, Suite 300, Salt Lake City, Utah 84121, telephone (801) 365-4600; this is a corporate number, not a store or tenant-service line.

Life Storage. Extra Space closed its merger with Life Storage on July 20, 2023, and during 2024 it decided to operate all its stores under a single brand and wrote off the Life Storage trade name. Older complaints about Life Storage stores from before the merger concern what was then a separate company.

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Owned and managed stores. At December 31, 2025 the company owned and/or operated 4,281 stores in 43 states and Washington, D.C., and separately managed 1,856 stores for third-party owners. A store that carries the Extra Space name may therefore belong to another owner; the owner and operator named in your rental agreement are the parties to your contract.

Tenant insurance. The 10-K says customers have the option of buying insurance from a non-affiliated insurance company, and that a wholly-owned Extra Space subsidiary reinsures those policies and receives reinsurance premiums roughly equal to the premiums tenants pay. Whether a store requires proof of coverage, and what it charges if you have none, is set by the rental agreement for that store.

Leadership. On August 24, 2026 the company announced that President Noah Springer would succeed Joe Margolis as chief executive officer effective January 1, 2027, and that Margolis would retire at the end of 2026 and stay on as an adviser to the board.

VERIFIED

Company Relationships

  • Affiliated withLife Storage, Inc.
EDITORIAL

Frequently Asked Questions

Who owns Extra Space Storage and did it merge with Life Storage?

Extra Space Storage Inc. (NYSE: EXR) is a publicly traded real estate investment trust based in Salt Lake City, Utah. Not every store with the Extra Space name belongs to it: the company also manages 1,856 stores for third-party owners, so check which owner and operator your rental agreement names, because they are the parties to your contract. Extra Space closed its merger with Life Storage on July 20, 2023, and in 2024 it decided to run all its stores, including former Life Storage stores, under the Extra Space brand.

What was the New York City settlement with Extra Space?

On July 9, 2026 the Mayor's Office announced a $1.7 million settlement of the lawsuit DCWP filed in February 2026: $1 million in restitution for consumers and more than $700,000 in civil penalties. The company must stop deceptive advertising of prices or facility conditions, follow stronger due process before lockouts or auctions, run a relocation assistance program and give adequate notice before price increases. The case was settled before trial. DCWP describes the conduct as violations its investigation found; Inside Self Storage reported, citing a source, that the company did not admit liability, and the company said it maintains its disagreement with the allegations and chose to settle.

Who can claim money from the Extra Space restitution fund in New York City?

People who rented an Extra Space unit in New York City between March 24, 2023 and June 16, 2026 and who also had at least one of these problems: belongings damaged because the unit had rodents, mold, leaks, bugs or other unsafe or unclean conditions; a rent increase within the first 6 months or of more than 50% during the rental; or belongings sold or auctioned without proper notice or while disputing a rent increase or fees. Send the DCWP claim form with supporting documents to [email protected] or by mail by August 1, 2027, or sooner if the $1 million fund runs out. Meeting the conditions does not guarantee payment; DCWP reviews each claim. Help line: (212) 436-0306.

Why do people complain about Extra Space Storage rate increases?

Many reader complaints describe a low move-in rate followed by one or more increases soon after. In its 2026 lawsuit, New York City alleged that Extra Space raised rates suddenly and steeply after move-in without the 30 days' notice its own consumer contract promises; the company disputed the allegations and settled. Under the settlement it must give adequate notice before raising prices in New York City. Compare each increase with the rent-change clause in your own agreement and the date the notice reached you, and dispute it in writing if the notice was late or missing.

What can I do if Extra Space locks my unit or schedules an auction?

Ask the store in writing for the exact amount claimed, the sale date and how notice was sent, and keep proof of every payment. Lien-sale notice rules come from each state's self-storage law, so the required notice period depends on where the unit is. A New Jersey class action, Gomes, alleged that a lien notice set an auction date sooner than state law allowed; it ended in a $5.08 million class settlement in 2017. In New York City, the 2026 settlement requires stronger due process before Extra Space restricts access to a unit or auctions property, and renters whose belongings were sold without proper notice between March 24, 2023 and June 16, 2026 may claim restitution from DCWP. If a sale date is close, contact a local legal aid office or lawyer right away.

What does the BBB show for Extra Space Storage?

The BBB headquarters profile for Extra Space Management Inc in Cottonwood Heights, Utah, shows an A+ letter grade and BBB accreditation since August 24, 2009. Separately, it lists 1,437 complaints filed in the last 3 years (416 in the last 12 months) and an average of 1.25 out of 5 stars from 289 customer reviews; BBB's letter grade is not a count of complaints. You can file a complaint through that profile; BBB forwards it to the company and posts whether it responded.

What does Trustpilot show for Extra Space Storage?

The extraspace.com page on Trustpilot shows a TrustScore of 1.8 out of 5 from 7,806 reviews, 146 of them posted in the last 12 months. The company claimed the page in February 2016; Trustpilot notes that it has no recent history of inviting customers to review and has not replied to negative reviews.

Is tenant insurance required at Extra Space Storage?

The company's Form 10-K says customers have the option of buying insurance from a non-affiliated insurance company, and that an Extra Space subsidiary reinsures those policies and earns premiums roughly equal to what tenants pay. Several reader complaints describe insurance charges added to monthly bills. Whether a store requires proof of coverage, and what it charges if you have your own policy, is set by that store's rental agreement: read the insurance clause before signing, and if you already have homeowners or renters coverage, ask in writing whether proof of that policy can replace the store's coverage.