Big Box Storage Inc

Review: On 12/14/2016 I used them for temporary storage during a relocation from San Diego county to Missouri for new employment. My concern / complaint is . When I called to set up pick up appointment 01/19/2016 for a moving company to transport my belongings. During this call I was told I was being charged $75.00 for cancelling a contract as well as $99.00 delivery/ pick up charge. My conversation when first setting up getting the boxes consisted of explaining to [redacted] that we are relocating and want to have moving company pick up our items as soon as we secure new home. I was told that if I choose 3 months option IF WE DID NOT NEED THE ENTIRE 3 MONTHS we would have to pay a $99.00 pickup/delivery fee. Nothing was said or even implied to any other charges we would accrue. After 2 unsuccesful conversations. 1 st call with [redacted] where she explained she could not help me with billing / contract issues. She asked me to call back following day 01/20/2016 to speak with [redacted] ( office manager). I called and [redacted] was not avalible due to it being her day off. I was unfortunate that I had to speak with [redacted] who proceded to be condescending and accusatory that my situation probably just changed and now I dont want to pay. Basically calling me a liar. Telling me to refer to the contract I signed. I know for a fact that if the additional $75.00 was mentioned to me I would have not made a 3 month commitment. The price for month to month per box is $74.00 and price per box charge for 3 month contract is also $74.00 This is where [redacted] implied I was just trying to save $99.00 delivery/ pick up charge . which I clearly had spoke with [redacted] in knowing about and had no problem with at all. After getting very frustrated with [redacted] treating as if I was somehow ignorant for not reading the 18th section on back page of 35 sections of contract I signed for the truck driver during drop off of boxes.Out of 7 highlighted and initials requested nothing on back page was. Sneaky charges????Desired Settlement: I dont want to pay for contract termination fee due to the fact I was NOT informed of this charge or that I was really commiting to 3 full months espiecially when I knew I would be getting house right away.

Business

Response:

Dear Ms. [redacted]:I’ll begin by stating that we sincerely appreciate and value the relationship with every one of your customers including Mrs. [redacted].We are confident that we did not mislead her in any manner and that, further, both parties entered into a written agreement that clearly outlined the terms of the relationship. That aside, in the interest of continuing with our consistent efforts toward quality customer service and satisfaction, we are willing to waive the $75 fee for Mrs. [redacted]. Please ask her to contact me at her earliest convenience.Please feel free to contact me should you have any additional questions or comments. In addition to email, I can also be reached at [redacted]. Thank you for your assistance with the matter.Best regards,[redacted]Big Box Storage Inc.

Review: on 5/10/2013 I called the company to set up usage of their storage containers Spoke with rep [redacted]. 2 boxes were set up and delivered to my home address on this day. Upon arrival the driver asked me where did I want the boxes to be set. I gave him the location of at the bottom of my stairs on the other side of the sidewalk , but asked him to hold on so that I could ask the tenant if she didnt mind me putting the boxes in front of her patio for a few days because I was moving. Mrs. [redacted] expressed she didnt mind because she too was moving the next week. So the driver set the boxes down there. Pictures are available. On Monday 5/13/2013 I got a visit from Management [redacted] telling me I did not get an approval from HOA about putting the boxes there and she was getting complaints. She requested I send her an email which I have to request an approval. I did this the same day. The next day she replied stating she got my request and would get back to me on an answer. She never did. In turn I recieved very mean and threating phone calls from my landlord and from Big Box storage requesting me to remove the boxes that minute. Big Box said they would have to pick up the boxes due to numerous telephone calls from Ms. Bradley threatening them to come and pick up the boxes.I aask her for this in writing and never did she send me anything stating such things as she stated to Big Box. Big Box signed a contract with me stating they would pick the Boxes up 5/17 and if I need it picked up or extended to call and let them know and I could. They had only recieved a call from the property management telling them the boxes were not suppose to be on their property and to come and pick them up or they would have them towed. So without further warning or notice from Big Box they came and took the Boxes with my furniture in one of the boxes and my moving job incomplete before the time the contract stated.They never called the next day to say anything to me about my stuff that was in the container.Desired Settlement: I would like an appology and a resolution for their neglegance for removing the boxes without a written notice or email from Management. it could have been anyone making the phone call telling them to remove my boxes and furniture. I also would like for shipping and handling to be removed from my account for the inconvienience.
Business
Response:
Dear Ms. [redacted]:
I’ll
begin by stating that we sincerely appreciate and value the relationship with
every one of your customers, including Ms. [redacted]. However, regarding her
complaint, we are in complete disagreement with her issues towards our company.
Below please find an overview of the issues within her complaint.
On
May 10, 2013, the customer scheduled the delivery of two storage containers
with our company. The containers were delivered that same day. At the time of
delivery, the customer requested that the containers be placed on a strip of
grass along a walkway leading to the apartments within her complex. Knowing that
this particular area would not typically be considered suitable for the
placement of storage containers, and further realizing that it was within a
shared rental community with hundreds of residents, our driver repeatedly asked
the customer if she had permission to place the containers there. She
acknowledged that she did have such permission. As she states in her complaint,
she apparently received permission from another tenant in the property and, as
such, was under the misguided belief that such “permission” was sufficient.
Obviously another renter within the complex has no authority whatsoever to
grant such permission pertaining to the common grounds of the property.
At
the time of the above delivery, the customer signed a rental agreement with our
company. As her complaint states, the agreement acknowledged her request that
the containers be picked up on May 17th. However, the request for
that date was based on the terms of the agreement which included clause 16,
which reads as follows:
“Customer
confirms that it owns the property on which the Container(s) will be placed or,
if not the owner, has full permission from the owner, landlord, HOA, or owner’s
agent to place Container(s) on such property. If Customer does not own such property
and the owner, landlord, HOA, or owner’s agent requests that Container(s) be
moved or relocated, Customer hereby gives BBS full authority to comply with
such requests, and absolves and holds BBS harmless from any liability for any
resulting damage to Owner’s, Landlord’s, or Customer’s property. “
On
May 14th we received two calls from the C[redacted], the property
manager. She informed us that the customer had not received any permission
whatsoever to place the containers at the site. She then demanded that we immediately
return to pick up the containers or that she will have them towed. I asked Ms.
[redacted] to please allow us to contact the customer and discuss the matter
further with her. She agreed and requested that I call her back within an hour.
We then contacted the customer to inform her of the situation. She stated that
she had already been in touch with Ms. [redacted]. We asked her if there was
another location on the property (e.g. a parking spot) instead of the grass
strip where we could move the containers for her. The call concluded with her
stating she was going to check with someone else in at the property to see if
she could use such a parking spot and that she would call us right back. Three
hours later, we still had not heard from the customer. Attempts to reach her by
phone merely ended with us reaching her voicemail. At that point, I then called
Ms. [redacted] back and informed her that we were waiting for the customer to call
us back. She then reiterated their position that the containers must be removed
that day. Again, we made an unsuccessful attempt to reach the customer via
phone. As it was now almost 5pm, we made the decision to leave the containers until
the next morning (the 15th) so that we could hopefully reach the
customer.
The
morning of May 15th started with calls from the property manager
again demanding that we return immediately to pick up the containers. So as to
avoid the towing of the containers (and in compliance with the rental agreement
with the customer), we agreed. I then called the customer who was, coincidentally,
in the on-site office of the property manager speaking with [redacted] at
that same time. For five minutes, I merely held the line while the customer literally
screamed at the property manager. I then informed the customer that we had no
choice but to return to pick up the containers that day. I politely told her
that we would try to do it later in the day so as to provide her as much time
as possible to finish loading the containers. In response the customer merely
told me that we should do whatever we need to do and she then hung up on me. We
then picked up the containers that afternoon. One of the two containers was full,
the other was empty. The customer is certainly able to access that full container
at our facility at any time she wishes in accordance with the rental agreement.
Regarding
the customer’s desired settlement, as we did absolutely nothing wrong, we are
unable to apologize for anything. We were not negligent in any way. While we
did not receive any written instructions from the property manager, the
contract does not require that requests from the property manager (or owner’s
agent) be made in writing. Regarding the customer’s comment that “it could have
been anyone making the phone call telling them to remove my boxes and
furniture,” we were 100% certain that we were dealing with the property manager
as: 1. we called her back at the phone number belonging to the property
management company, and 2. I personally listened to the customer continuously
berate [redacted] while I was on the phone with her.
The
bottom line is this – the customer instructed us, despite contractual assurances
to the contrary, to place the storage containers on property that she did not
own or have permission to utilize. Our company did absolutely nothing wrong. In
fact, we did everything we could to get her as much time as possible to finish
loading the containers.
Please
feel free to contact me should you have any additional questions or comments.
IN addition to email, I can also be reached at [redacted]. Thank you for your
assistance with the matter.
Best
regards,
Big
Box Storage Inc.
v
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Dear Mr [redacted],
I read your response to my complaint and it is totally false. First off, NO ONE explained to me NOT to place the containers on the property. When your driver arrived He asked me where did I want them placed. I showed him the area (pictures available upon request) I wanted the boxes. In a suitable place for me to pack my furniture up being as though I (a single female) am moving heavy furniture alone. Which happen to be close to the bottom of the stairs I needed to come down. However, before I allowed your driver to place the boxes, I needed to check with the neighbor whose patio it would/was blocking if it would be ok with her that the boxes be placed in front of her patio for a few days until I was completed packing the boxes. [redacted] said it was ok because she was moving herself the following week. I told the driver she said ok and the boxes were set down. I repeat NO ONE from [redacted] said anything to me until Monday May 13th. I never received rules and regulations from my landlord as to if I could move in and out with the storage boxes at all UNTIL MAY 15TH after the fact the boxes were taken away. We signed a contract stating you would pick up the boxes May 17th, and if I needed more time or was done before time to let you know.
However, you received a TELEPHONE call, by someone stating they were from this complex ranting and raving to remove the boxes but NOTHING in writing at all no warning no emails NOTHING to remove the boxes or they would have them towed. You took upon yourself to break this contract on false pretenses and take my belongings away without notifying me first. The details of your response are false and contrary to my proof of emails to management and my landlord reference these boxes. You dont have to apologize to me because its just unacceptable at this point and has caused a curve in my relocation plans. I am filing a complaint against yourself and the management company with San Diego Court for violating my rights and breaking this contract. As far as me being asked to place the boxes into my parking space ..was not an option for me due to my parking space being a mile away from where I live. I said to management I would see if a neighbor whose space was closer to my home could and would switch spaces with me to place the boxes for 2 days only but I never got the chance to do so because you came without notice to remove the boxes and didnt not check with me first the contract holder. This was very unprofessional on your part to just go by a telephone call which could have been from anyone...and inconsiderate on your part to argue with me and lie about me being told that I could not place the boxes there. If I had been told this I would have never placed the boxes there. I am not that type of person. These stories are being created by you and management to cover your wrong doings by removing these boxes with out my permission. I want this to be on record with the Revdex.com to show other potential customers how you do business. And ill let the court decide whatever relief Im seeking at this point. I can not and will not deal with a company or individual who can not fess up to their wrong doings to bring down another. We are both adults and I would hope could take care of this matter like such. But the lies have already been placed to deface my good name that I will not allow you to do. Thank you
ATTACHED IS A COPY OF THE EMAIL FROM MY LANDLORD AFTER THE BOXES WERE REMOVED.
Ms [redacted]
@import url("https://mail.google.com/mail/u/0/h/h3x7cwpz30iz/?&v=ss&name=a&v...⇄ @media all}
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Review: I am very stressed and not satisfied with this service. I had this service before and I had no issues. I just booked this service 2/3 weeks ago again. I called today to book an appt to access some of my things and I am told that I can not even get in my things because I'm on a 3 month agreement? What??! how does that make any sense? I can't even grab my 1 year old daughters clothes that I put in there (Thinking I can go pick her up stuff when needed) only to find out I can't access my OWN STUFF? unless I pay the full 3 month term? what is the point of paying every month on the 1st if I can even get in to my stuff? This makes no sense at all! I was also told that I should have known because I read the contract.. WRONG! when I asked the girl over the phone did I need to be present she said no... therefore I did not read of sign the contract.. wouldn't the smart thing to do be to say "Just want to let you know with the agreement you are getting you will not be able to access your stuff for 3 months"... which is insanely ridiculous! I don't have $160 laying around if I did, I would have got a real storage unit that I can get into whenever I need and want!! Also on the site it states this"Can I access my belongings while in storage? Absolutely. "Theres never a charge to access your storage". ---------------there is NEVER a charge! then why am I being told I need to pay for the full term just to grab some of my stuff! obviously the reason people get strorages is so they can have someone to store their stuff and get it when they need it! like now! I put my daughters birth certificate in there thinking I would be able to just go in and get it as needed.. now she has appts and I can't even handle her stuff because why.... I can't get into my own stuf! this is ridiculous, unheard of and unfair! I literally put everything in that storage! I am not trying to close my deal I just need to grab a few things like I thought I would be able to. I was told the reason why is because someone grabbed allDesired Settlement: I want to get my stuff and be done with this company and or at least be able to access my stuff whenever I need to like they state you can!

Business

Response: