The latest from Extra Space in regards to my BBB complaint:
Regardless of the effort and money we spend protecting our customer's items, we do not guarantee the safety of our facility or the personal property stored by our customers.
THE FOLLOWING IS DIRECTLY FROM THEIR WEBSITE
Our promise to you:
To provide you with a clean, ready-to-rent unit
To provide helpful advice on selecting the right unit size, as well as moving and packing supplies
To keep your stored personal belongings safe and secure
To ensure you are completely satisfied with your experience