Complaints

• Initial Complaint

  02/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been renting a unit here for years. I got behind around the holidays and had a large vehicle expense. I called them on 1/30 because I tried to make the monthly payment online and it would not allow me to. When I spoke to the agent she said that because another month had come due (the 28th) I would have to pay both months in full, even though I was still in the ***** period for the current month. She stated they do not accept partial payments. I told her I would have to wait until the 6th to make the full payment, unless I was able to beforehand. I was told that would be fine, and that I had until the 16th, and then a lien would be placed. I told her it would be the 6th at the latest.I then received a notice 2/1 stating the same thing. A lien would be placed the 16th. I also received a generic text stating a lien would be placed soon with no date.I went online today (2/6) to make the payment as agreed and was shocked when the balance due was roughly 120 dollars more. I called customer service and was told a lien was placed the 3rd, and I was now required to pay $363.00. I was told the 16th on the phone, and the notice sent also stated the 16th. Had that been communicated to me I would have figured out a way to pay in full before then. I would like the lien fee removed so I can pay my balance in full.

  Business response

  02/07/2025

  Thank you for reaching out and for being a valued tenant with us over the years. We understand how challenging circumstances can arise, and we truly appreciate your communication regarding your account status.
  
  However, when you brought this to our attention during our phone call yesterday, we took immediate action and have removed the lien fee, as you requested. It shows you did make your payment in full yesterday, resulting in your account being in "current" status.
  
  Please log into your account to confirm the updated balance, and feel free to reach out if you encounter any further issues. We sincerely apologize for any confusion or inconvenience caused and appreciate your patience and understanding.
  
  Thank you again for your continued tenancy.

  Customer response

  02/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive rented through them 2 separate times 03-24-23 to 8-22-23 never charged insurance, paid my bills on time No issue with move out this time I moved in On April 23rd/24 and canceled on nov 21/24 They upped my rent $5 then said they would start charging $12.99 for insurance after explaining to them that I dont pay car or home insurance This call took place on 11/20/24. With two kids I figured paying $52.99 to store my blankets etc wasnt worth it. I emptied it out entirely it was clean I left nothing in the unit I left the door open and I took my combination lock with me as I was leaving the unit I called right away to cancel so I didnt forget it was November 21st at 7:24 pm. I have call logs from them my friend ***** and my aunt two witnesses.they said they would cancel my unit and send management to verify the unit and to not worry payment reminders I did everything 2 days before my payment date on the 23rd I started getting late fees so I called on November 30th they never canceled the unit and told me again they will cancel it and alert a manager and not to worry about late fees Due to having my toddler with me and ******* I forgot to take a picture of my unit and besides its a self service storage. On December 2nd I receive a text with a picture of my unit, my unit is closed with a key lock on it that is not mine. when asked for proof of dates I accessed my unit they wouldnt give it to me after explaining that I emptied and canceled my unit out on the 21st and that my unit was tampered with after that and how I had to call twice to cancel my unit. In year 23 when I had the unit I ended up losing my key and they made me pay to have the lock removed THIS time/year I used a code combination lock which I have a picture of and in the picture they sent me someone put a key lock on it. Dec 2nd after explaining they wanted to charge me $ to break the lock that I did not even place there and told me that if it was dirty Id be charged $1,000. Not a single cal ****

  Business response

  12/16/2024

  Dear Ms. **************** want to extend my sincerest apologies for the frustration and inconvenience you experienced while moving out of your storage unit with SpareBox Storage. We greatly value your tenancy, and it is deeply regrettable that the process did not go smoothly.
  
  Upon reviewing the situation, we understand the series of events that caused this issue:
  You initially scheduled your move-out for November 21, 2024, with an effective date of November 22, and successfully vacated the unit.
  Unfortunately, between November 30 and December 2, an unauthorized individual illegally placed their belongings in your vacated unit and secured it with their lock.
  When our property manager attempted to verify your move-out on December 2, the lock still being present led to the assumption that the unit was not vacated. Consequently, your move-out was marked as "canceled," and notifications were sent requesting that you clear the unit to avoid additional charges.
  Despite your prompt communication clarifying that the lock and items were not yours, this misunderstanding led to erroneous charges, including late fees starting December 3.
  
  
  We deeply regret the miscommunication and the inconvenience caused by this situation. We acknowledge that this was not your fault and take full responsibility for the oversight.
  To resolve this matter, we have taken the following steps:
  
  
  All charges and late fees on your account have been removed, as well as moved you out of our system.
  As a gesture of goodwill, we would like to compensate you with a refund equivalent to three months rent, totaling $150. We will be issuing a check for this amount promptly. 
  
  
  Additionally, we noted your concern regarding the insurance charges. Per our policy, tenants are required to provide proof of insurance coverage for their stored items. While this requirement is designed to protect both parties, we understand this may have added to your frustration during the move-out process. We will review our communication practices to ensure our policies are clearer and easier to manage in the future.
  
  Again, we apologize for this experience and truly appreciate your understanding and patience. If you have any further questions or concerns, please do not hesitate to reach out directly. We hope to have the opportunity to serve you better in the future.
  
  As discussed and verified over direct email correspondence, SpareBox will mail you directly, a $150 check to your address that you provided me. 

  Best,

  ****** *********
  SpareBox Storage 

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently rented a storage unit with sparebox stoarge in *************** my first week I was there everyday sorting all my belongings durn business hours i had a police officer from ****** NH show up at my unit and said someone called thinking I was living in my unit I explained I wasn't and allowed the cop to come in and look around the next day the manager from sparebox came and called the cops and stated that a know my friend that was helping me and myself were breaking into units and living in my unit once again cops came no one but my self was there I once again allowed police into my unit and they found nothing I received on September 20 2024 I had 24 hours to move my belongings out due to living in my unit and having a known associate supposedly arrested after fleeing from cops and breaking into a unit I have both police reports at state none of that is true and now they're saying I'm not allowed back on the property nor am I allowed to get any of my other belongings you better Business

  Business response

  09/23/2024

  Dear *****,

  Thank you for reaching out to us, and we appreciate your patience in this matter.

  We have reviewed the situation thoroughly and have evidence that confirms a violation of your lease agreement, which led to the termination notice you received on September 20, 2024. However, we can confirm that you were granted access to the facility today, September 23, 2024 to retrieve your remaining belongings.

  If you have any further questions or need additional assistance, please feel free to contact us at ************.

  Best regards,

  ***** *****
  Customer Service Manager
  SpareBox Storage

  Customer response

  09/24/2024

   
  Complaint: 22320599
  
  I am rejecting this response because:they are living none of their allegations are true or have facts it is just what a manger is saying the police reports are alot different the police reports does not say I was living in my unit and my known associate never fled nor got arrested by any officer's I just talked with ****** police department and waiting for the police reports on both occasions to be able to prove my statement and sparebox keeps telling me I need to have Rochester police department with me to retrieve my belongings Rochester police have nothing to do with the town of ****** this business does not run a very good business when they don't even know what town my unit is in
  
  Sincerely,
  
  ***** ******

  Business response

  09/27/2024

  Dear Better Business Bureau,
  
  We appreciate the opportunity to respond to the concerns raised by Ms. ***** ****** regarding her storage unit with SpareBox Storage. We take all customer issues seriously and strive to ensure a safe, secure, and respectful environment for all our tenants.
  
  We understand that Ms. ****** is disputing some of the facts surrounding her recent interactions with our facility and staff. We would like to provide a clear outline of the situation as supported by our records, security footage, and discussions with law enforcement.
  
  Association with Illegal Activity: Ms. ****** was linked to an individual, **** ******* who was caught on our property breaking into other units. We have video footage showing Ms. ****** entering the facility alongside Mr. ******* and law enforcement has confirmed that they are known associates. Additionally, police reports indicate a history of such incidents involving both individuals at various locations.
  
  Property Access: While we understand that Ms. ****** wishes to retrieve her belongings, due to the security risks associated with her case, we have implemented a policy requiring a police ****** for her access to the unit. This was done to ensure the safety of both her and other tenants.
  
  Inaccuracies in Information: Our investigation has revealed several irregularities in the information provided by Ms. ****** during her tenancy:
  
  The address on file for Ms. ****** was a commercial property, not a residential address.
  The phone number provided is registered to an unrelated individual.
  The email associated with her account is linked to a delinquent account at a different SpareBox location.
  Past Warnings and Behavior: Ms. ****** was issued a formal warning for loitering after business hours on September 13, 2024. Despite this, she has continued to engage in behaviors that violate our policies and pose potential security risks.
  
  While we are sympathetic to the difficult personal circumstances Ms. ****** may be facing, we must prioritize the safety and security of our facilities and tenants. Our actions have been carefully guided by these principles, and we have maintained communication with local authorities to ensure that all processes are handled lawfully and with due care.
  
  We remain open to facilitating the retrieval of Ms. ******* belongings in coordination with law enforcement, as previously outlined.
  
  Thank you for your attention to this matter, and we are committed to resolving this in a fair and lawful manner.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Door to the until never closed completely. Contacted company several times about this. There was a major leak somehow that ruined everything in the until. Left messages no reply. The things in my unit were destroyed

  Business response

  09/24/2024

  Dear Laterrian,

  Thank you for reaching out regarding your concerns about your unit. We understand how frustrating this situation must be for you, and we want to address your concerns thoroughly.

  We currently do not show any records of you initiating any calls or messages regarding the door issue or the leak. Our property manager noted that the door to your unit was left unlocked, and full of items after you scheduled a move out in our system.

  We also want to clarify that we have attempted to contact you via text and phone but have not received a response. Please let us know the best way to reach you so we can discuss this matter further.

  We take your concerns seriously and are here to help. If you could provide any additional details or documentation regarding the damage, we would greatly appreciate it.

  Thank you for your understanding.

  Best regards,

  Sparebox Storage - **************** Manager

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The storage facility (all outside units) have been infested with rats with damage to belongings and building itself. No due diligence was made to notify all tenants after incident. No rodent control prior to incident. After Corporation bought the facility, no human on site all automated. **************** is now off shore. Reported my concerns with them two weeks ago and stopped my payments. No callback from owners or others stateside. Only callback from offshore representative verbalizing that I was using other units. This was due to inclement weather while I was going through what I might salvage from the boxes in my unit. I have now been locked out and cannot access any of my belongings that remain in this contaminated hazardous environment. I just want to salvage what I can and be done with this business. This business should be held responsible as they are currently renting these units in light of the contamination building materials remaining in the units. Apparently no concern for health hazards to the tenants.

  Business response

  09/10/2024

  Dear ******************,
  
  Thank you for bringing your concerns to our attention. We take all tenant feedback seriously and appreciate the opportunity to address this matter.
  
  We understand that the issue of rodent activity in your unit has caused frustration, and we sincerely apologize for any distress this may have caused. As noted in our records, you initially reported this concern to us on August 26, 2024. In response, our local property manager met with you on August 29, 2024, to assess the situation and address your concerns.
  
  During this meeting, our property manager noted that you had already swept out your unit, and no new signs of rodent activity were observed at that time. Nonetheless, we take your concerns very seriously and have continued to work with our pest control services to thoroughly address the issue throughout the facility. Please rest assured that we are fully committed to maintaining a clean and safe environment for all of our tenants.
  
  Regarding your access to the facility, we acknowledge that our system temporarily restricted your access due to a late payment. However, we promptly reinstated your access in light of the concerns you raised and to ensure you can retrieve your belongings. We also noted that some of your items were placed in non-leased units, which we understand may have been due to weather-related challenges. We kindly request that any use of non-leased spaces be communicated to us in advance to prevent any misunderstandings.
  
  We are committed to resolving this matter and ensuring you have the opportunity to retrieve your belongings safely. If you have any further concerns or would like to discuss next steps,please feel free to reach out to our customer service team, and we will be happy to assist you.
  
  Thank you for your understanding,and we look forward to resolving this issue to your satisfaction.

  SpareBox Storage Team

  Customer response

  09/24/2024

  I feel like this case has not been resolved. I still have no idea how I am going to get my belongings out of the rat infested outdoor units at spare box storage. It is a hazardous environment liability for anyone to go in there and remove the furniture and boxes which are now probably a loss as rats tend to urinate, defecate and chew on everything. The few things I did manage to collect had chew damage, soiled and smelled awful. I would like the company to refer someone to remove the furniture from the unit to inspect to see if any is salvageable. If not they can dispose of it. They are not trying to charge me late fees. on top of still trying to collect rent. There is no email contact information. Apparently only contact can be made by phone which I cannot get a person familiar with the situation. I do not intend to pay any charges and awaiting advisement on how to remove the contaminated contents. Complaint #********

  Customer response

  10/02/2024

  No I have not heard from the company.  I received another generated email stating my auto credit card payment was declined and how much I owe.  I suppose they plan to keep charging until my belongings are removed.  When I called the off shore customer service last week, I was told my units were in auction status.  I suppose they plan to have an online auction and whoever purchases online will come and empty the unit.  They will certainly be surprised to see the contamination on site because I feel sure the company is not going to disclose this information in the auction posting.  They will be risking their own health unless they have this process handled by a professional.  I am looking for some advice on how to move forward with this situation.  Any information on past cases and resolutions would be helpful.  Thank you for the services you are providing.  I would like the company to stop trying to charge me rent for my items which are not accessible by me until they take some responsibility for decontaminating the buildings and the contents inside.  I cannot believe they are still leasing units without disclosure and steps to resolve the health issue.
  
  Sincerely,
  ******** *******
  

  
  

  Business response

  10/03/2024

  Dear ******* W and the Better Business Bureau,

  Thank you for forwarding this complaint from *** ******** *******. We take all feedback from our tenants very seriously, and we are committed to working toward a resolution for this matter.

  We recognize the concerns *** ******* has raised regarding the rodent infestation at our facility and the impact it has had on her belongings. While we have taken extensive steps to address this issue through increased pest control measures and site inspections, we understand the frustration *** ******* feels. We sincerely apologize for any distress this situation has caused her.

  As part of our commitment to ensuring tenant satisfaction, the Vice President of Operations will personally reach out to *** ******* to discuss her specific concerns in more detail and work toward a resolution that meets her needs. This includes assisting with the safe removal of her belongings and exploring options for the salvage or disposal of any damaged items.

  We believe that a direct dialogue between *** ******* and our leadership team will help us address her concerns more effectively and find a solution that restores her confidence in our services. Our goal is to ensure that she feels supported throughout this process and that we can resolve this matter as promptly as possible.

  Thank you again for your attention to this matter. We are committed to acting in good faith to resolve this issue and look forward to working toward a satisfactory outcome for *** *******.

  Sincerely,
  SpareBox Storage

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called this business once each week for the last three weeks requesting they repair the light in my unit and have still not received any response. I also requested they replace the numbers on the unit with ones that are legible and not faded out by the sun. Again they have yet to respond. Please assist by getting this unit repaired as requested. Thanks.

  Business response

  08/29/2024

  Hey *******,

  Thanks for reaching out to us, and I apologize for the delay in getting your issues resolved.

  Weve added new numbers to your unit, and our vendor will be at the facility this weekend to address the light issue. Our property manager can replace the light bulb in your unit, but well need your permission to access the unit and ensure theres a clear path for a ladder to complete the repair.

  Please give us a call at ************ to grant permission and let us know when the path is clear so we can resolve this issue as quickly as possible.

  Best regards,

  *********************
  Customer Service Manager
  **********************

• Initial Complaint

  08/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 26th, I contacted Sparebox via phone at 11:32 AM to report that my monthly lease charge was higher than the agreed $149.00 rate. I had switched units on June 12, 2024, and had existing insurance. Instead of transferring my insurance, they applied their own to my account by backdating for the previous month (which is fraud), in addition to the existing month. I was assured that the bill would be adjusted accordingly. However, on July 27th, my account was auto-debited for $173.00. I called Sparebox again at 11:35 AM on the same day and was assured that a refund would be processed. To the contrary I later received a text from ************** indicating that a refund was not possible and a credit would be applied to my ********** an email letter dated August 5, I was informed my lease was terminated. One particular transgression was listed as July 21, which was before my lease due date. This was not discussed during the two separate phone calls made to Sparebox. I was told I had two days to vacate the unit I had just paid for, or face possible criminal charges and possibly losing all my possessions. I vacated the unit as directed.On August 9th I received a September invoice for the unit I was told to vacate. On that same day I contacted Sparebox via email. I asked for proof of the transgressions, and timestamps of all gate entries from April through August to address the accusations. I also requested a full refund for the amount I had paid for the storage unit I was forced to vacate. I received an email reply on August 14 stating that they would not be providing a resolution. SpareBox attempted insurance fraud, intentionally overcharged, and made a suspiciously timed lease termination without just cause. I was forced to find and pay for a new storage unit in a short time. This has caused severe emotional and physical distress as a I am a disabled individual with limited resources.

  Business response

  08/30/2024

  Hey *******,

  Thank you for bringing this matter to our attention. We apologize for any distress this situation may have caused.

  After reviewing our records, we can confirm that on June 4, 2024, you requested to be transferred to a larger unit, which resulted in the higher rent charge. On July 27, 2024, we received a payment that included charges for two months of insurance. Both of these insurance charges were credited back to your account on the same day.

  Regarding your insurance, we did not receive an updated insurance policy from you. The previous policy we had on file expired on February 26, 2024, which is why our insurance was applied to your account.

  On August 5, 2024, a termination of lease notice was issued due to repeated violations of our facility rules. Our accounting team has confirmed that a chargeback for the $173 payment was processed shortly after.

  Please let us know if you have any further questions or concerns.

  Sincerely,

  ***** *****
  Customer Service Manager
  **********************
  

  Customer response

  09/02/2024

   
  Complaint: 22165507
  
  I am rejecting this response because:

  First, there was not a charge back. That is a lie. I've had to dispute the charge with my bank, Case **********C, which is still ongoing. If there was a "charge back" then why wasn't I notified in the email correspondence prior to making this complaint? Because it never happened and Sparebox never intended for it to happen. 

  If my insurance on file "expired" on February 26, 2024 then 1. Why wasn't I notified? 2. Why wasn't I charged from that day forward? Regardless that is not the point, however this does show dishonesty on the part of Sparebox.

  Per the receipt #***** 7/24/2024 Lease #*** Insurance was backdated, which is illegal, for 7/3/2024-7/24/2024. Then applied for 7/25/2024-8/24/2024

  I have repeatedly contacted Sparebox via email requesting a copy of my lease, because it is not provided on the website, and can only be accessed by request. I was refused. Therefore there is no verification of what terms of the lease I violated, in addition to any proof provided whatsoever.
  

  Once again I have not received single dollar in return.

  At this point, I have been without the $173 I paid since July 27. An amount which could be incurring compounded daily interest at the rate of 5%. The sooner my money is actually refunded, the better.

  Sincerely,
  
  ******* ********

  Business response

  09/24/2024

  Dear *******,

  First, I want to emphasize that Sparebox is committed to transparent and fair practices for all our customers. We understand that billing discrepancies can be frustrating, and we strive to resolve them as quickly as possible. When you switched units and your insurance was applied, it was intended to ensure your belongings were protected, and any changes made to your account were based on our standard procedures. Per our lease agreement, all tenants must have updated insurance, or our standard insurance coverage is added to the account. 

  
  Regarding the communication you received about your bill, I apologize for any confusion. Our team aims to provide accurate information, and it seems there may have been a misunderstanding during the calls. We appreciate your feedback and will use it to improve our customer service. We want to clarify that your bank disputed the $173 charge with us, which is why we have not received that payment. We recommend contacting your bank for further details regarding the status of the dispute (Case #**********C).

  
  As for the lease termination, it is our policy to address account issues in accordance with our terms and conditions. We take such actions seriously, and they are not made lightly. Our intention is to ensure the safety and security of all our customers' possessions, and we have to follow specific protocols when there are concerns about account compliance. Per our lease agreement, Loitering on property after hours is a terminable offense. 

  
  We regret any distress this situation has caused you, especially considering your circumstances. 

  Regards,

  SpareBox Storage - **************** Manager

  Customer response

  09/24/2024

   
  Complaint: 22165507
  
  I am rejecting this response because:

  After contacting Sparebox Storage today via phone, I was told by Patrona that the chargeback was specifically made on August 26th. That date was not stated here by supervisor ***** in this Better Business Bureau complaint. Regardless, that is completely false. A screenshot I will provide will show no chargeback was made to my account on August 26th or any day before or thereafter. In addition I'll add a screenshot of the call made as of today September 24, 2024. I've given Sparebox Storage every opportunity to rectify the issue of refund alone, but they still refuse. I have experienced physical and emotional stress, and financial hardship due to the negligence of Sparebox Storage. The offenses of Sparebox include repeated falsehoods, refusal to provide any proof of lease violation, refusal to provide me with any copy of said lease, insurance fraud, and refusal to actually refund the amount of $173. The Issues stated give a strong and compelling case when brought to a court of law, which unfortunately looks like the avenue I'll have to take. I will be  seeking compensation beyond the $173 which I am owed, which will far exceed that amount. 

  
  Sincerely,
  
  ******* ********

  Business response

  09/27/2024

  Dear Ms. ********************** you for taking the time to share your concerns regarding your recent experience with SpareBox. We deeply regret any inconvenience or frustration this situation has caused you, and we truly value the opportunity to address your concerns directly.
  
  After carefully reviewing your account and the events leading up to the termination of your lease, we understand how challenging this situation has been for you, especially given your personal circumstances. While it appears there may have been some miscommunication regarding the application of insurance and subsequent charges, we want to ensure you that our intention was never to cause you distress.
  
  In light of this, we are processing a refund of $173 as a gesture of goodwill. While the initial communication indicated that a credit would be applied, we understand that this did not meet your expectations, and we sincerely apologize for the confusion.
  
  At SpareBox, we strive to deliver a transparent and respectful experience for every customer. We regret that we did not meet that standard in your case, and we are committed to learning from this situation to improve our processes moving forward.
  
  We truly hope this resolution helps to alleviate some of the frustrations youve experienced. If you have any further questions or concerns, please do not hesitate to reach out. Your satisfaction is important to us, and we would be happy to assist in any way we can.
  
  
  Here are the details of the refund.
  
  Batch #             001085
  Trans ID            000000020302
  Order ID            24072701C3099198
  Trans Type          Return
  Date/Time           2024-09-27 17:01:19
  Card Type           MasterCard
  Card Number         XXXXXXXXXXXX9852
  Entry Method        MANUAL
  Approval Code       922229
  
  Total Amount        USD$173.00
  
            Approved - Thank You

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had reoccurring payments set up on my online account. I found out recently that I'm two months behind. My address changed so I never received notice. I was told I got numerous calls but my phone SIM was hacked during a home robbery. I was unaware of this for quite a while. When I finally received a message, I called and told them about the robbery and my savings being stolen along with my security safe. I was told I had a large balance. I offered them the police report number and detectives name and contact information in order to provide proof of stolen funds in an attempt to ask they show leniency. I thought this was the least they could do Because I had to spend $800 to rearrange my moving arrangements because the gate malfunctioned. I have also had my unit broken into. I asked for a credit at that time, but was refused. Every time I've spoken to customer service I've been treated in a rude manner. As far as what I have had to pay to make up for their mistakes (that they were unapologetic for) I think the right thing to do is to make me current on my payments. I would be willing to set up a new auto pay.My police report is with ***************** in ***** and I'm happy to provide the details of my case.

  Business response

  05/29/2024

  Hey *****,

  Thank you for providing further details regarding your situation. We are sorry to hear about the difficulties you have faced, and we appreciate your patience as we work to address your concerns.

  Regarding your recent message, we understand the serious nature of the robbery you experienced and the subsequent financial strain it has caused. We appreciate you offering the police report number and the detective's contact information as proof of the stolen funds.

  Upon reviewing our records, we found no reports of break-ins or damages to your unit's latch or padlocks that were brought to our customer service team's attention. However, we do acknowledge that the gate was down for a week, which impacted your moving arrangements. We regret that we were unable to facilitate the credit you requested at that time.

  We sincerely apologize if you felt that our customer service team has been rude during your interactions. This is not the standard of service we strive to provide, and we will address this internally to ensure better experiences in the future.

  While we understand the significant impact of these events, we are willing to work with you to help alleviate some of the financial burden. As a gesture of goodwill, we can waive some of the fees on your account to reduce your balance. This way, you will only need to pay the remaining difference.

  Additionally, here are some steps we can take to further assist you:

  1.Settlement Plan: We can work with you to set up a payment plan that fits your current financial situation, allowing you to pay off the remaining balance over time rather than all at once.
  2.Setting Up Auto Pay: We can assist you in setting up a new auto pay arrangement to ensure future payments are made seamlessly and avoid similar issues moving forward.

  Please let us know if you would like to proceed with waiving some of the fees, setting up a settlement plan, or auto pay. You can reach our customer support team at ************ or reply to this email for further assistance.

  Thank you for your understanding and cooperation.

  Best regards,

  *********************
  Customer Service Manager
  **********************

  Customer response

  06/04/2024

   
  Complaint: 21765525
  
  I am rejecting this response because:
  
  appreciate your willingness to address my concerns, but I find it extremely concerning this location would give you false information in an attempt to cover up their negligence. As I mentioned, their inconvenience due to the gate wound up costing me almost $800. They were completely unapologetic and unwilling to help me then. The way I've been treated and the location in question is why I'm not satisfied with only some fees being reversed. I was told in order to avoid everything I own being sold in just a couple of weeks, I have to pay them $325. In that conversation I was also told in addition to my unit, I've been paying for a parking spot I never signed up for. It has never been used. These are all reasons I feel it is more than fair I ask for my account to be considered up to date. If this is impossible for whatever reason, I'd like to pursue filing a claim to hold them accountable for the full amount I spent out of my pocket.

   

  Sincerely,
  
  ***************************

  Customer response

  06/10/2024

  Tell us why here...

  Hi, the gate was broken in the beginning of October. I'm not sure of the dates, but the representative confirmed it was down for a week. I am not sure when my unit was broken into. I assume it was around March 14th when someone from the facility alerted me they found it that way. They denied that it happened when asked about it recently. I hope this helps. Thanks.

  Business response

  06/13/2024

  Hey *****,

  Thanks for reaching out and providing the necessary details.

  As a courtesy, we are able to waive some of the fees associated with this incident. Please give us a call at ************  at your earliest convenience, and we will be happy to assist you further.

  Thank you for your understanding and cooperation.
  

  Best regards,

  *********************
  Customer Service Manager
  SpareBox Storage

  Customer response

  06/13/2024

   
  Complaint: 21765525
  
  I am rejecting this response because:
  
  All of my questions and concerns were ignored.

  One of which was that if they're unwilling to be fair I would like to know how to go about filing a claim for full compensation for my out of pocket expenses incurred due to their broken gate.

  
  Sincerely,
  
  ***************************

  Business response

  06/28/2024

  Hey *****,

  Thanks for your feedback!

  Our customer service team has arranged for a lesser payment to be made on the unit that was forfeited, and our settlement option was chosen instead.

  As per our settlement policy, you have three (3) days to vacate the unit completely. Upon reviewing your account, your items are still in the unit after nine (9) days, and we've willingly extended your move-out period further to this weekend. Please make every necessary effort to have your items removed from the settled unit.

  Please give us a call at ************ to let us know when you've vacated the unit completely.

  Best regards,

  *********************
  Customer Service Manager
  **********************

  Customer response

  07/02/2024

   
  Complaint: 21765525
  
  I am rejecting this response because:
  
  Your information is incorrect and once again my (repeated) questions have been ignored. I am moved out. I'm told the unit is occupied by a new customer of yours who was supposed to be contacted by the property manager in order to discuss the mix up. But it seems that like me, that promise was ignored. I was shocked to discover multiple items missing from my unit, which despite what they deny now, was broken into per an employee who reached out to me months ago in order to give me my new lock combination (which I learned later was incorrect). Now I have to file an insurance claim, while still waiting for the guidance I've repeatedly asked for in order to receive reimbursement of approximately $800 the company caused me to spend to accommodate the malfunctioning gate. I'll remind you when I asked for my fee to be waved that month, all I got was an "apology" from a rude agent clearly reading from a script before claiming there were "no supervisors available at this time". But all should be forgiven because your company offered to "wave some of the late fees" on the amount they knew I couldn't pay to keep my belongings? Is that what you're saying? Is that the fair and appropriate response? Is that the way you're told to treat customers who have been repeatedly inconvenienced by your company's mishaps? 
  

   

  Sincerely,
  
  ***************************

  Business response

  07/12/2024

  Hi *****,

  Looking back at our records, we can confirm a large request was demanded for the short time span the gate was being worked on while you were renting unit L11. We can confirm that you moved out of this unit in November of 2023.

  Our field team was surprised to find your items in the unrented unit L11 back in February 2024, which caused discrepancies in our records. As such, this created confusion regarding the unit's status.

  We can confirm that unit L11 has since been rented out, and numerous mails, emails, SMS, and calls were made to notify you each month about the balance owed on your account.

  Regarding your unit being broken into, we suggest reaching out to our customer service team, who will be able to guide you on how to submit a claim for any missing items.

  Lastly, we provided the courtesy of waiving some fees and additional support after you informed us on May 22, 2024, that someone was supposed to be handling the payment on your behalf, which unfortunately was not fulfilled.

  We value your feedback and are committed to improving our service. Please let us know how we can further assist you.

  Sincerely,

  *********************
  Customer Service Manager
  **********************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The business has not sent any correspondence this month, the month of May. Until this morning when I received a phone call. My account is on auto payment and I never received anything saying there was something wrong. Supposedly there's only one supervisor for their entire call center, which as a consumer who has worked customer service is a flat out lie. I want to speak to an actual manager and get this figured out because everyone from their call center is rude and disrespectful and refuses to let the customer speak. No where did it say anything about fees, and it is not my fault that I have not been receiving emails when I had emails from them last month. Their practices are shady at best for helping customers and none of what I have dealt with today is okay in any circumstance.

  Business response

  05/20/2024

  Dear ********,

  Thank you for taking the time to discuss your concerns with me during our recent call. I appreciate your patience and understanding.
  As we discussed, I have already escalated the matter to our IT team to investigate why you did not receive an email from us in May. Rest assured, we are actively working to identify and address any issues that *** have caused this communication gap.

  Additionally, I have applied a credit to your account for next month as a gesture of goodwill. We value your business and want to ensure that you have a positive experience moving forward.

  Should you encounter any further issues or have any other questions, please feel free to contact me directly. I am committed to resolving any issues promptly and ensuring your satisfaction.
  Thank you for your continued trust in our services.

  Sincerely,
  *******************************
  Customer Service Manager

  Customer response

  05/21/2024

  I've spoken to someone from corporate and it has been resolved. 

• Initial Complaint

  05/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a unit with Spare Box Storage in ******************. My payment is set up to automatically draft out of my checking account. Twice now they say they cant locate the *** account and charge me late fees. They successfully bill my account so I dont understand how they cant locate the *** account. Dealing with customer service is terrible they say you have to wait for a call back.

  Business response

  05/21/2024

  Hey *******,

  Thank you for your continued service with us, and we sincerely apologize for the payment issues you've been experiencing.

  We're still investigating the discrepancies in our payment system that prevented locating your checking account payment for the month of May. Upon reviewing your account, we noticed you've made the payment. We are willing to credit back the late fees you paid. Please let us know if you would accept this offer.

  Additionally, we apologize for the poor experience with our customer service department. Your issue pertains to the accounting section, and therefore, it was escalated for a deeper review to provide a resolution.

  Please give us a call at ************ so we can confirm and reset your checking information on your account.

  Best regards,

  *********************
  Customer Service Manager
  **********************

  Customer response

  05/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  i wish to have my late fees removed. As I am not confident that billing will occur as it should via my bank account, I will make payments myself monthly to ensure no additional issues. 

  Sincerely,
  
  *********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩