Extra Space Storage

Complaints & Reviews on USAComplaints

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

• Manager Keeps Disabling My Access Code and Locking My Storage UnitPublished Mar 27, 2026 · Recent consumer allegation
• Exceptional Customer Service!Published Jan 31, 2014 · Historical consumer allegation
• Aising rates all the time - storagePublished Dec 30, 2013 · Historical consumer allegation
• Extra Space Storage is horrible!Published Dec 28, 2013 · Historical consumer allegation
• Great storage facility - Extra Space Storage facilityPublished Oct 28, 2013 · Historical consumer allegation
• Not notified of fee hike and charged 90.00 late fee. Locked out of businessPublished Oct 28, 2013 · Historical consumer allegation
• Extra space self storage: Top Notch Service and Facility - self storagePublished Sep 15, 2013 · Historical consumer allegation
• Unsafe Units with unsecured facilityPublished Jul 28, 2013 · Historical consumer allegation
• Consumer reviewPublished Jul 27, 2013 · Historical consumer allegation
• Extra Space Storage Price IncreasePublished Jul 18, 2013 · Historical consumer allegation
• Great servicePublished Jun 18, 2013 · Historical consumer allegation
• Top Notch Storage - Extra Space StoragePublished Jun 17, 2013 · Historical consumer allegation
• Extra Space storage penalizes long term customers - Extra Space StoragePublished May 17, 2013 · Historical consumer allegation
• Don't do it! - Extra Space StoragePublished May 17, 2013 · Historical consumer allegation
• Deceptive pricingPublished Apr 17, 2013 · Historical consumer allegation
• Steep Fines and Little Customer Service - self storagePublished Apr 17, 2013 · Historical consumer allegation
• Storage Unit - downsizing - storagePublished Mar 17, 2013 · Historical consumer allegation
• Company Illegally Sold Items, not safe, illegal activity and Fraud! Beware! - self storagePublished Feb 16, 2013 · Historical consumer allegation
• Unequal opportunity - Extra Space StoragePublished Feb 11, 2013 · Historical consumer allegation
• "secured units" = stolen stuff!Published Feb 9, 2013 · Historical consumer allegation

Complaint Themes

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

Independent Sources

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

Contacts

• Extra Space Storage website: https://www.extraspace.com/
• Principal office (Form 10-K): (801) 365-4600
• BBB-listed: (855) 847-1391

Locations

Extra Space Storage complaints: rate increases, fees, auctions and where to complain (checked October 18, 2026)

Extra Space Storage is a self-storage company headquartered in Salt Lake City, Utah. Its Form 10-K says that on December 31, 2025 it owned and/or operated 4,281 stores and managed 1,856 stores for third-party owners. Because a store can be company-operated or managed for another owner, the name on your rental agreement matters when you dispute a charge. This page collects the public record: a New York City enforcement action that ended in a settlement announced in July 2026, an older New Jersey class action, BBB and Trustpilot figures as displayed, and the archive of reader submissions on this site.

What the company's own pages say. The company's website (extraspace.com) returned an HTTP 403 "blocked" page to the browser used for this review on October 18, 2026, so its help, payment, cancellation and move-out pages could not be read and none of their terms are quoted here. Use the rental agreement, the move-in paperwork and any rate-change notice you were sent as the controlling documents, and keep screenshots of the online account.

Practical steps. Write down the store number and address, the date you moved in, the rate you were quoted and each later rate. Put disputes about a rate change, a late fee, a move-out charge or a lock on your unit in writing and keep the reply. If an auction or lien sale has been announced, ask in writing for the date, the amount claimed and how notice was given, and consider legal advice, because the notice rules are set by state law and differ from state to state.

Where to complain. In New York City, the Department of Consumer and Worker Protection (DCWP) accepts complaints about self-storage at nyc.gov/Consumers, and its $1 million restitution fund (see the regulator section) takes claims at nyc.gov/claim-funds until August 1, 2027 or until the fund runs out. Elsewhere, options include the BBB (the headquarters profile is described below) and your state attorney general's consumer protection office.

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

What was alleged. On February 10, 2026 the New York City Department of Consumer and Worker Protection (DCWP) announced a lawsuit seeking restitution and more than $5 million in penalties. The published verified complaint, dated February 9, 2026, is captioned in the Supreme Court of the State of New York, County of New York, as The City of New York and Samuel A.A. Levine, as Commissioner of DCWP, against Extra Space Storage Inc.; the index number is blank on the published copy. DCWP's release says the company operates approximately 60 locations across New York City and that DCWP received 31 complaints against it in 2025. According to the Mayor's Office release of July 9, 2026, DCWP reviewed more than 100 complaints and alleged that, beginning in 2023, the company engaged in false advertising (promising clean units while renting units affected by vermin, rodent droppings, water damage and mold), bait-and-switch pricing (steep increases after move-in despite written assurances of 30 days' advance notice), junk fees (some continued after cancellation) and wrongful lockouts and auctions without due process. These are the agency's allegations as published in its release. The City's complaint quotes the company's consumer contracts as providing that it may raise rent "upon 30 days' notice to Customer"; that is the City's quotation, not the text of a current rental agreement, so check your own.

How it ended. The Mayor's Office release of July 9, 2026 announced a $1.7 million settlement: $1 million in restitution to harmed consumers and more than $700,000 in civil penalties. The release says the settlement bars deceptive advertising of prices or facility conditions, requires stronger due process protections before restricting access to units or auctioning property, and requires a relocation assistance program and adequate notice before price increases. The City's releases do not state whether the company admitted or denied the allegations, and the settlement document itself was not located. Inside Self Storage (July 10, 2026) quoted Extra Space's head of corporate communications, McKall Morris: "While we maintain our disagreement with the allegations raised in the complaint, we chose to settle this matter to best serve the interests of our customers, team members and stakeholders." The same article, citing an unnamed source, reported that the settlement requires the company to offer renters an option to end their contract in the face of a rent increase; the City's releases list relocation assistance and adequate notice before price increases.

Restitution fund. On August 4, 2026 DCWP announced that the fund was open to people who rented an Extra Space unit in New York City between March 24, 2023 and June 16, 2026; claims are filed at nyc.gov/claim-funds with a deadline of August 1, 2027 "or until the fund runs out". DCWP's settlement page says that, in addition to renting in that window, a claimant must have experienced one or more of: belongings damaged because the unit had rodents, mold, leaks, bugs or other unsafe or unclean conditions; a rent increase within the first 6 months of renting or by more than 50% during the rental; or belongings sold or auctioned without proper notice or while disputing a rent increase or other fees. It adds that "Meeting these conditions does not guarantee you will receive restitution" and that DCWP reviews each claim. The claim form lists supporting documents such as letters, emails and text messages, insurance documents and a DCWP complaint, and gives a DCWP help line, (212) 436-0306; it is offered in Spanish and Simplified Chinese. DCWP also says a city licensing requirement for self-storage facilities under Local Law 171 of 2025 begins on August 25, 2026.

Not found. A search of the SEC filing Item 3 (Legal Proceedings) in the Form 10-K for fiscal 2025 shows only general language that the company is "involved in various legal proceedings" in the ordinary course. Other state or federal consumer-protection actions against the company were not identified in the sources checked on October 18, 2026; an EDGAR full-text search on October 18, 2026 for "Consumer and Worker Protection" within Extra Space Storage Inc.'s filings returned no hits, including for the quarterly report filed July 31, 2026.

Who operates Extra Space Storage and the Life Storage merger

Per its Form 10-K for fiscal 2025, Extra Space Storage Inc. is a real estate investment trust formed as a Maryland corporation on April 30, 2004, with its IPO closing on August 17, 2004; it says it continues the business of Extra Space Storage LLC, which had been in self-storage "since 1977". Substantially all of its business is conducted through Extra Space Storage LP, its operating partnership. Its principal offices are at 2795 East Cottonwood Parkway, Suite 300, Salt Lake City, Utah, telephone (801) 365-4600.

Life Storage. The 10-K says that on July 20, 2023 the company "closed its merger with Life Storage", which included 757 wholly-owned stores and one consolidated joint venture store, and that during 2024 it decided to operate all its stores under a single brand. Complaints that name Life Storage from before the merger concern a separate company and are not part of this page's record.

Owned and managed stores. The 10-K says the company owns, operates and manages stores, including stores it manages for third-party owners (1,856 as of December 31, 2025). It also describes tenant insurance as policies from a non-affiliated insurer that a wholly-owned subsidiary reinsures, and tenants may buy insurance from another source; it does not say what any particular store requires, so check your own agreement.

Leadership. In a Form 8-K exhibit dated August 24, 2026 the company announced that President Noah Springer will become chief executive officer effective January 1, 2027 and that CEO Joe Margolis will retire at the end of 2026.

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

This archive. USAComplaints.com has 162 approved submissions linked to Extra Space Storage: 161 dated 2004 to 2014 and one dated 2026. They are individual reader posts, not verified findings, and a few are favorable reviews of a store or an employee. Keyword matches in the post text (a post can match several): late fees, move-out charges or refunds, 55 posts; rate increases, 34; insurance requirements or claims, 27; theft, break-ins or security, 23; auctions, liens or lockouts, 20; pests, mold or water damage, 11.

BBB, as displayed on October 18, 2026. The BBB profile for Extra Space Management Inc (headquarters, Cottonwood Heights, UT) shows an A+ rating, "BBB Accredited Business", "1,434 total complaints in the last 3 years" and "419 complaints filed in the last 12 months", and 1.28 out of 5 stars from an average of 288 customer reviews. BBB says the profile covers the headquarters and corporate-owned locations. Raw page data gives BBB accreditation 2009-08-24, file opened 1994-09-29 and business start/incorporation 1983-09-26.

Trustpilot, as displayed on October 18, 2026. The extraspace.com page shows 7,795 reviews with a score of 1.8 and 146 reviews in the last 12 months; the profile has been claimed since February 2016, and Trustpilot notes that the company has no recent history of asking for reviews and has not replied to negative reviews. Trustpilot says it does not fact-check reviews.

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

Court cases that name Extra Space Storage

Gomes v. Extra Space Storage, Inc. (D.N.J., 2:13-cv-00929). Brought by tenant Steven Gomes, Jr. against Extra Space Storage, Inc. and Extra Space Management, Inc. in New Jersey state court and removed by the defendants to federal court under the Class Action Fairness Act (the federal docket is dated February 15, 2013). Per the court's March 31, 2015 opinion, the complaint alleges that a lien notice listed an auction date of February 16, 2012, that an assistant manager told Gomes the auction would not be held until March 15, 2012, and that his property had already been sold on February 16; the class claims allege a notice auction date shorter than the minimum period required by the New Jersey Self-Storage Facility Act. These are allegations. Docket entries show an order of March 31, 2015 granting in part and denying in part a motion to dismiss, a motion for preliminary approval of a class settlement on August 5, 2016, a motion seeking final approval on June 12, 2017, an opinion by Magistrate Judge Cathy L. Waldor on July 13, 2017, and a letter order of January 25, 2018 denying a motion to enforce the settlement. The industry trade publication Inside Self Storage reported on July 17, 2017 that the opinion approved a $5.08 million settlement of those claims, with a $75 certificate for class members; the opinion text itself could not be opened, so the amounts are the publication's account.

City of New York and DCWP Commissioner v. Extra Space Storage Inc. (N.Y. Sup. Ct., N.Y. County). The February 2026 lawsuit and its settlement are described in the regulator section; the index number is blank on the published complaint.

Other dockets that include the company's name were not individually reviewed.

Is Extra Space Storage Legitimate?

Extra Space Storage Inc. is a public company: its Form 10-K says its stock has traded on the NYSE under "EXR" since August 17, 2004, and it reports 4,281 stores owned and/or operated as of December 31, 2025. The BBB headquarters profile shows an A+ rating and accreditation, alongside 1,434 BBB complaints in three years and a 1.28 out of 5 average from 288 BBB reviews, as displayed on October 18, 2026. In July 2026 New York City announced a $1.7 million settlement of its consumer-protection lawsuit over pricing, unit conditions, fees and auctions. This page does not rate the company; read the rental agreement for your own store, which may be company-operated or managed for a third-party owner, and use the sources above to judge for yourself.

Court & Public Records

Company Relationships

• Affiliated with: Life Storage, Inc.

Frequently Asked Questions