Storage
SpareBox Management Company LLCHeadquarters
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Complaint Details
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Initial Complaint
12/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid 250 to have sparebox allow 72 hours to clear my unit . I was never allowed entrance into my unit in September and I have just found out that my unit was sold in auction in November 16. They knew of my situation and that I'm a homeless disabled veteran and never contacted me to let me know my unit was being sold.Business response
12/21/2022
*****,
Thank you for reaching out. After reviewing your account we see that you have had multiple communications with the corporate office. If you would like to speak with more about the situation, please go ahead and give us a call. We are happy to work on a solution with you.
-The SpareBox Team
Customer response
12/21/2022
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
12/06/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On October 9, 2022 I paid rent for my two units (729/743) for November 2022 and December 2022. They are saying I only paid thru November 30th. I called them on November 30th and told them I paid thru the end of the year. The women I spoke to said she would check into it and call me back later that day. She never called back. I called back on December 1st and spoke to a man I believe his name was ***** or something close to that. He asked me to send pictures of my receipts, I did that,. Later they sent a message asking for a picture of my bank transactions. I sent those. On December 3 I received a message saying they are sending it to the accounting department. I have not heard anything since then. After I paid November and December's rent I received a message about two weeks later saying rent was was being increased again.I have received late notices every day since December 2nd. They are threatening to lock my units and charge late fees when my rent was already paid.Business response
12/07/2022
Hello ******,
We sincerely apologize for the stress and the frustration you have to endure during this situation. We are happy to let you know that as of 12/6/2022, both payments of $221.27 were applied to your account and you are now paid through 1/29/2023.
Customer response
12/07/2022
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,
****** GoodInitial Complaint
11/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This unit is used for a non profit youth girls softball league for the City of Stow. We never had an issue until Spare Box took over. I have given ACH payment information several times and keep getting shut out for non payment. There is absolutely no one within ***************** to speak with when explaining this situation. ABSOLUTELY HORRIBLE SERVICE!Business response
11/10/2022
Hello ***,
We sincerely apologize for the frustration this has caused you. We were experiencing technical errors with our property management software, that are being addressed by our I.T. department. Your Information is correct and we were able to manually run your A.C.H. payment yesterday, 11/9/2022. Your account is current and we took care of the late fees as well. Thank you for your patience with us while we work to get this issue resolved.
Initial Complaint
09/21/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
The placement of the front gate was changed without any notice and now one of my units (unit 8) is left unprotected because it is in the first row of units and the gate starts after the first row now.The monthly price for this unit should not remain the same price as I originally signed up for a facility that was secured and that now is not the case.Business response
09/23/2022
Hello,
Thank you for reaching out. We apologize if the recent gate move has caused frustrations, and we understand the dilemma here. SpareBox is more than happy to offer a transfer of your unit at no cost to you, to a unit inside the gate of the facility. Additionally, if a transfer is not acceptable, we will be happy to reduce your rate by 10%. Thank you for reaching out and we look forward to hearing from you! Give us a call at your earliest convivence.
Customer response
09/26/2022
Complaint: 18059525
I am rejecting this response because: Are you able to apply the discount on your end? If not, what number should I be calling?
Sincerely,
*******************Business response
10/10/2022
Hello,
We have put a note on your account for the 10% discount. Please give us a call at ************ for the discount to be applied.
Initial Complaint
08/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
in march 2022 i had rain coming in my unit do to a ill designed unit. i called the sparebox people and they were going to take care of it, and i never heard back.in july 2022 another rain event came and a lot of damage from water in my unit.i called sparebox again several times, until finally they set me up with an appointment with the manager. he did not come. i called back and set up another appointment with the manager. this time he was there, and we went true the unit. he told me that from day one it has been a problem with this unit. he said that he told the sparebox people. but despite him knowing and telling about it to storebox, they did nothing to repair the problem i filled out paperwork to the insurance department from sparebox, and they wrote me a email back saying that i was not insured for water damage and mold. well this is not a case of water damage, because they knew about the default and still was cashing in the money for years.i would like to get reimbursed for lost furniture, and repair of damaged stuff.Business response
08/29/2022
Hello *******,
Thank you for reaching out. We understand that this situation is inconvenient for you. For the damages you will need to go through the insurance policy to get a reimbursement, per the lease, Sparebox is not liable for these types of damages, however your insurance will be able to help out with this, as water damage is covered by SBOA. The contact information for SBOA is attached as well as some useful information for this process. Please let us know if you have any questions. Thank you for your patience in this matter.
Customer response
08/30/2022
Complaint: 17755851
I am rejecting this response because:
As i already wrote, the have that specific unit ILL designed, and are having this problem from day 1, and they knew it from the manager that works there, and yet they keep on renting it out!!!!!!!!!!!!!That is not right!
******************************
Business response
09/08/2022
Hello,
Thank you for reaching out, we understand this is inconvenient. We are happy to get your unit transferred to make a better fit for you, if you would like. As for the damages, the best recourse would be to go through the **** claims. Thank you again.
Initial Complaint
08/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Denial of gate access to unit, customer must xall to find out you have to hit star first - not in instructions on unit. Assigned unit once in is padlocked - no accessBusiness response
08/23/2022
Hello ***,
We sincerely apologize for the stress and the frustration you have had to endure. We have signage on our properties with instructions on how to receive your gate code, then how to input your gate code to gain access. Your account is current and your code will not be denied access at our ********************************************************************* location. We are more than happy to credit your account $69.50, which will cover half of your rent charge for the month of September. We have contacted the Property Manager for this location to make sure that the lock is removed from your unit. Please do not hesitate to contact us at ************ if you have any further questions or need any assistance.
Kindly,
*************************************
Customer response
08/23/2022
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
08/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 25, 2022 Per the instructions from SpareBox directly I vacated unit 2015, located at SpareBox (Formerly ************** Self Storage *******************************************************************. Per the instructions the unit was emptied and swept out. On August 19, I called the only number available to get the status of the return of my deposit. I was informed by *****, the customer service rep, that ********************** does not return deposits that were placed on properties that they Acquire.Business response
08/22/2022
******,
Thank you for reaching out. We are processing the refund and will have it out to you by mid-September. We appreciate your patience while this gets completed. Thank you again.
Initial Complaint
07/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was evicted without notice. They are supposed to give me a timely notice in writing and that was never given. There was a note on the storage door that was never seen until the evening we were supposed to be out. Never did I receive one email or letter in the mail. After talking to a supervisor we were told we could get our stuff out of storage, when we stopped by there were locks on our storage from the company. When we called back they said sit tight until they contact corporate and they would call us. They never did. I spoke to so many employees one saying they would give us the combination to the lock, but when we got there, they said something else and didnt give us the combination. The **** was paid for the month, which I have a receipt for. I was told I could get my belongings and I would be reimbursed for my payment of $109.00. Needless to say I have never heard from corporate. When I got to their facility they wouldnt give the combination code for the locks like they said. These people are thieves snd liars. They should be ashamed of how they do business. They said we changed our oil on their property which is a lie. They have absolutely no proof of that. We noticed an oil stain that looked fresh like they had put it there intentionally. We paid our **** on time every month, I have every receipt. I am filing a complaint on the Soarebox Storage facility located at *************************************Business response
07/18/2022
Hello ******,
We have attached photos of the oil incident that led to the eviction from your unit. We have also attached a copy of your lease agreement, which states where this is in clear violation of the lease agreement. There is an arranged meeting between of our team members and a representative from your party to retrieve the items from your unit. This situation was escalated to the point of police intervention, due to the behavior of the alternate on the account.
Initial Complaint
07/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
During the last 7 months i have rented a unit at sparebox storage in ********* ** behind ********* at *****************************************. Due to a late payment they put a lock on it till it was payed. Once payed they informed me they needed to have the lock cut because they didnt recognize their lock. After 2 months of aggravation and the inability to get into my unit i tried again but this time with a new overlock on the unit. I immediately payed the remaining balance again still with no access to my unit and asked for another lock cut due to the 2 locks on the unit and only one provided code. The lock remaining was their lock and even marked with a red dot to show its late on payment. Due to this ongoing issue i have payed for the unit multiple times and havnt been able to get my belongings from the unit. Its begun to cost me more due to the fact that im now paying rent for my new apartment but cant move in since everything i own is locked in a unit they have prevented me from accessing. I have attempted multiple times toget ahold of the property owner or a corporate number but have had no luck as even the employees cant provide that information. I was told multiple times that they didnt have the number or there wasnt one.Business response
07/13/2022
Hello Biaggio,
We apologize for the stress and the frustration that this situation has caused you. On February 18th, we show where you called in to request a lock cut. This was completed by the property manager and a silver overlock was added to your unit with the combination code of ****. We show where a payment was made for your unit on 4/19/2022 for this unit. We didn't receive another payment for this unit until 7/1/2022, which resulted in this unit being overlocked from non-payment during this time frame. After the payment was received on 7/1/2022, you were provided with the combination code for the overlock, which was the same as the previous overlock placed on your unit, ****. On 7/2/2022 we show where you called in requesting assistance with the removal of the overlock from your unit. Our property manager was able to complete this request on 7/7/2022, removing the overlock, using the combination of ****. There wasn't a personal lock present on the unit after the removal of the overlock, so our property manager added a red overlock with the combination of **** on this unit.
Initial Complaint
07/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Sparebox in *** will not tell you that your card did go through. They will send you an email, stating that they are reminding you of a payment which is due. They will not mention any problems. You will no have any idea you were anything was wrong until days later when you get a **** with a late fee.Business response
07/06/2022
Hello Faith, we apologize that this situation has caused you stress and frustration. We are working towards improving a notification system that is triggered when payment is declined. For now, we have this feature activated for tenant's enrolled in our auto pay system. We had one of our team members reach out to you yesterday, 7/5/2022, to assist with getting your card info updated. We would be more than willing to waive any late fees on your account, in an effort to help get your account back on track.
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Customer Complaints Summary
49 total complaints in the last 3 years.
15 complaints closed in the last 12 months.
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