DCWP Sues Extra Space for Bait-and-Switch Pricing, Vermin-Infested Units, Junk Fees, and Other Predatory Practices

February 10, 2026

Commissioner Levine Seeks to Recover Full Restitution for Consumers and More Than $5 Million in Penalties From Self-Storage Company

NEW YORK, NY – Today the New York City Department of Consumer and Worker Protection (DCWP) announced the filing of a landmark lawsuit against Extra Space (NYSE:EXR), a national publicly-traded self-storage company that operates approximately 60 locations across New York City. After reviewing more than 100 complaints, DCWP’s investigation found that Extra Space consistently fails to provide the quality of services it advertises and uses predatory practices that exploit consumers and violate NYC’s Consumer Protection Law. To address the company’s illegal bait-and-switch scheme, DCWP is seeking to hold the company accountable for its misconduct in New York by pursuing restitution for aggrieved consumers and civil penalties for thousands of violations of City law. This is the first lawsuit DCWP is bringing against a self-storage company.

"This lawsuit aims to shut down Extra Space’s deceptive bait-and-switch scheme, recover full restitution for consumers, and send a clear message to the self-storage industry that exploiting New Yorkers comes with serious consequences,” said DCWP Commissioner Sam Levine. “This Fee Free February and every month, false advertisements, hidden late fees, other and predatory practices are on our radar. The era of exploiting New Yorkers is over.”

“For too long, self-storage companies like Extra Space have used deceptive tactics to lure New Yorkers in with low introductory rates, only to jack up prices and hit them with hidden fees. This kind of behavior drains consumers' wallets and undermines affordability in our city," said Deputy Mayor for Economic Justice Julie Su. “This administration is committed to rooting out corporate greed wherever it appears, and I commend Commissioner Levine and DCWP for taking bold action by filing this lawsuit."

“It’s time for storage companies like Extra Space to face accountability for exploiting hard-working New Yorkers,” said New York City Council Speaker Julie Menin. “Many New Yorkers rely on self-storage as a necessary solution to limited living space or sudden changes to their living situations. They deserve storage facilities whose services are transparent, reliable, and fully compliant with our city’s laws. I thank Commissioner Levine for his leadership in pursuing real accountability and protecting New Yorkers from future exploitation.”

“Extra Spaces is the subject of over 100 complaints by New Yorkers fed up with their bait-and-switch pricing, unsanitary conditions, and threats to auction off customers’ belongings if they refuse to pay junk fees and other bogus charges,” said New York City Council Member Harvey Epstein. “The DCWP’s lawsuit sends a clear message: deception and exploitation will not be tolerated. As Chair of the Consumer and Worker Protection Committee, I am proud to support DCWP in their fight to ensure honest pricing and a commitment to quality services for all New Yorkers.”

Details of the Case

Extra Space advertises affordable, clean, and convenient self-storage services. However, once the consumer moves in with their belongings, Extra Space quickly and often dramatically raises the price, all while failing to adequately maintain their facilities. As detailed in the complaint, once consumers are drawn in by promises of cheap and affordable prices for clean and sanitary storage units, they move their belongings in, only to later discover that Extra Space’s facilities seem more appropriate for a setting of a horror movie than to keep consumers’ valuables safe; consumers have reported widespread vermin infestations, water damage, and mold.

The company also engages in a myriad of other predatory practices, including:

Precipitously raising prices with little to no notice.
Changing consumers’ locks to deny them access to their belongings
Charging additional previously undisclosed junk “late fees” for allegedly delayed payment
Threatening to auction off consumers’ belongings unless the consumer pays the entirety of the unexpected charges and fees.

There are more than 300 self-storage—or “mini storage”—facilities in New York City alone. Extra Space holds the distinction of receiving more complaints than any other self-storage provider in New York City. In recent years, DCWP has seen an increase in consumer complaints against self-storage companies. In 2025, DCWP received 36 complaints against Cube Smart, 31 complaints against Extra Space, and 20 complaints against Manhattan Mini Storage. Consumers are often specifically targeted by these companies due to New York City’s notoriously small living spaces with limited room for storage.

The self-storage industry at large has increasingly relied on predatory bait-and-switch practices over the last several years. In fact, during DCWP’s investigation, several consumers stated that they were aware of the bait-and-switch tactics endemic to the self-storage industry, and these concerns were specifically assuaged by Extra Space representatives that Extra Space was “not like” other self-storage companies who would increase prices without warning.

Because these practices, which involve arbitrary and astronomical rate increases within very short time frames, have grown more pervasive, the New York City Council determined that the Department should begin licensing this industry. Under Local Law 171 of 2025, which becomes effective on August 25, 2026, all self-storage facilities in New York City will need to be licensed by DCWP.

The ubiquity of self-storage companies speaks to the urgent citywide need for more affordable housing. At times, self-storage may become a necessity for consumers; for example, some consumers find themselves in a bind if they must suddenly vacate an apartment or home, or have other last-minute changes to their habitation for reasons ranging from natural disasters, to marriage and divorce, to moving to senior assisted living facilities. DCWP is committed to supporting the Mamdani administration in delivering more affordable housing and will continue cracking down on illegal broker fees and other junk housing fees.

DCWP Actions to Crack Down on Junk Fees

Following Executive Order 09, DCWP has led a citywide crackdown on junk fees that inflate prices for consumers and undercut honest businesses. Last month, DCWP issued a final rule prohibiting hotels from imposing excessive charges often disguised as “destination fees” or “resort fees,” as well as hidden holds on credit cards. The agency also filed a landmark lawsuit against solar panel installation company Radiant Solar and its owner for deceiving consumers and embedding undisclosed “dealer fees.” DCWP is seeking at least $1,752,225 in civil penalties and approximately $18 million in restitution from the company. Following the launch of NYC’s annual Free Tax Prep initiative, DCWP is conducting a citywide sweep of paid tax preparer locations to ensure they are abiding by the law, and sent compliance notices warning paid tax preparers of the City’s ban on illegal overcharging and hidden fees. Finally, DCWP continued "Fee Free February" with an enforcement blitz against predatory employment agencies. DCWP will continue to aggressively enforce the law against junk fees across industries—holding bad actors accountable and restoring trust, fairness, and transparency in the economy.

The NYC Department of Consumer and Worker Protection (DCWP) is the nation’s leading municipal enforcement agency charged with delivering economic justice. DCWP leverages its authority to bring New Yorkers real economic relief and protect them from predatory, deceptive, and unfair practices that violate their rights as consumers and workers. This includes pioneering cutting-edge protections, such as the City’s Consumer Protection Law, Protected Time Off Law, Fair Workweek Law, and Delivery Worker Laws, including the Minimum Pay Rate for delivery workers. Through licensing more than 45,000 businesses in over 45 industries, DCWP ensures fair competition and a level playing field for responsible small businesses that are integral to New York City’s vibrant communities. DCWP also provides essential services such as free tax preparation and financial counseling to ensure New Yorkers keep more of what they earn and can plan for their futures. DCWP is committed to making sure New York City is a fairer, more affordable place to live. For more information about DCWP and its work, call 311 or visit DCWP at nyc.gov/dcwp, sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube.

Media Contact:
Milo Fink Gringlas
Department of Consumer and Worker Protection
(212) 436-4977
press@dcwp.nyc.gov