KBI Construction Company

Dear [redacted] ,Thank you for yesterday’s letter regarding our customer, [redacted] As I stated in my prior correspondence on the matter, we certainly want to do everything we can to ensure a positive conclusion with every customer.Regarding the customer's latest comments:- We disagree with the customers assertion that we have never responded to her inquiryI personally, as the manager, have attempted to reach her via phone on two occasions (most recently on September 20th)- We stand by our prior statement that, at no time, was the customer ever told that we were open hours a dayWhile we are open days a week, we are not, and never have been, open hours a day (access hours end at 5pm daily)Our hours are listed on our website, bigbox.com, which is where the customer originally went on May 28th to open her account and schedule her delivery- The customer received a discounted rental rate of $59/month on her first unit as she was willing to commit to a minimum 12-month rental termAs she was not willing to comment to the minimum term for the second unit, she received our standard rate of $74/month for that unit.- While rent is due on the 1st of each month, we provide a 10-day grace period before any late fee is assessedThe customer's September payment was made, via credit card, on September 17th.While we stand by our assertion that we have done nothing to warrant a complaint from the customer, we remain willing to find an amicable end to the matterIn a final attempt to appease the customer (despite the fact that all prior charged amounts are accurate), we have applied a $credit to her accountThe credit represents a refund of the $monthly differential on her second box for each of the prior five months (since she started renting the unit)Additionally, as stated in my prior correspondence, we will waive the delivery charge for the delivery of the second unitAs the above concessions are exactly what the customer is requesting to resolve the matter, we trust that this will put a positive end to the file with your agencyshould you have any additional questions, please feel free to contact us at your convenienceThank you.Best regards, [redacted] Big Box Storage858-578-

Revdex.com: 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 As of today Dec12th, I have not received of call from their establishmentupon my 1st interaction with the companyI inquired about storage units via onlineI was told by one of the representives that the storage is open hoursI disagreed and the receptionist there (***), told me "no one would have told you that repeatlyI asked for the manager and he too said no one told me thatThe manager said he would go back and listen to the recording but he already knew that it wasn't trueNo one told me thatNow, I reside in Spring Valley CAFar from the storage facilityI chose that storage facility because they had the lowest priceI soon came to relize that it is not about quantity but about quality When I went to the storage facility I was told that it was not open hours, only from 7:30a to 6pI made the desicion to purchase the storage because the items I had were near Big Box, It was getingt late and I had furniture that could possible end up out side, and the vehicle I had been using was solely for that dayIt was the only choice I hadYes, I willing signed the contractHowever, In the process of me Moving more things into to the storage I found that the time it took me to move my belongings into the storage a long with the time it took me to actually get to the storage,and paired with working within the hours of 7:30p to 6PM to get every thing done, it had been causing me to struggle making it to the facilit.y I was either barely making it, or barely missing themI've missed my apptwith the storage aproxtimesWittin that time I ran out of space in the first storage and purchased another at the same rate as the first oneI remember this because [redacted] question weather I could get the same deal and went to get another opinion from a lady in the back officeAt that time [redacted] confirmed with me the same rate as the 1st storageMy bill went from being $to $ soon I started receiving late fee after late feeSo I called the facility and spoke with ***, againI said my bill was over $I don't know why it was that high if I only had a $late fee [redacted] said I was late on payment and that I needed to pay by the 30th of the monthI checked my online bank history and all of the checks I sent were there by the 30thAnd when I looked at the checks they all show that the check had been cashed after the 30th Then I learned that I was being charged $not $for the 2nd storageSo, I started requesting that my second unit be deliveredWhich was stated in my initial Revdex.com complaint that it would be free.Although, Big Box offered to deliver my box for no feeI'm being told that [redacted] never said I would be paying $for both storage units.And because of that, I'm still receiving late fees as if I've got this over spent credit cardI am now feeling threatened with getting a lien placed on my belongings.The company's causing me to have a lot of stressI even chose to go to the facility for one last time and pay off my fees and access my unitI refrained from going to the facility with expectation of feeling harrassedI have been very disappointed with the companies servicesAt one point [redacted] questioned why choice in choosing Big Box storagedAs if he were saying: If you don't like us so much why did you pick to Big Box storageHe has been so rudeI always want to speak to someone that would support me with my complaints and dealing with the kind of customer service given to customersBut, it went from speaking to a manager that wouldn't help meTo now [redacted] is saying that he is the ManagerHe stated to me that there is only one big box with San DiegoThough, It show in the Revdex.com search engine that there is another facilitiesTherefore, in addition to my request to have my box delivered at no charge I would like to be refunded the difference of my 2nd storaged boxI plan to continue on with the mocontract for my 1st storage unitThank you[redacted] * [redacted] Regards, [redacted]

Dear Ms***:I’ll begin by stating that we sincerely appreciate and value the relationship with every one of your customers including Mrs***.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 relationshipThat aside, in the interest of continuing with our consistent efforts toward quality customer service and satisfaction, we are willing to waive the $fee for Mrs***Please ask her to contact me at her earliest convenience.Please feel free to contact me should you have any additional questions or commentsIn addition to email, I can also be reached at ***Thank you for your assistance with the matter.Best regards,*** ***Big Box Storage Inc

Dear [redacted], Thank you for today’s letter regarding [redacted]. While we understand that disputes may occur from time to time, we certainly want to do everything we can to ensure a positive conclusion with every customer. Below please find our responses to the customer’s issues below:...

Regarding 24-hour accessibility - While we are open 7 days a week, we are not, and never have been, open 24 hours a day (access hours end at 5pm daily). Our hours are listed on our website, bigbox.com, which is where the customer originally went on May 28th to open her account and schedule her delivery. We respectfully disagree with the customer’s assertion that she was told that we provide 24-hour accessibility. Regarding the fees noted in the customer’s letter: -      A late fee was assessed on September 11th (not August 11th) because the customer’s September rent, as due on September 1st, was overdue. -      As she states, the “initial delivery fee” is waived. We waive it with a minimum storage term. However, should the customer have the units re-delivered back to them at the conclusion of their stay, there is a $99 delivery fee. Please note that the customer was specifically informed of this fee in advance. As verification of this, we ask that she please refer to the email that was sent to her at the time she initially opened the account, which details the fee. Such email was sent on May 28th at 3:44pm. -      When a customer schedules an access to their storage unit, the unit is retrieved from the facility and placed into an access area so the customer can literally drive right up to it. Should a customer schedule an access and fail to show up or cancel the access, they are charged a $15 missed access fee. On July 15th, the customer scheduled an access and failed to show up or cancel it. Although she was initially charged the fee, we waived it for her as a courtesy. She then scheduled another access for July 30th and, again, failed to show up for it or cancel it. She was then assessed the $15 fee. -      Regarding the increased declared valuation fee, as the customer confirms in looking at her rental agreement, this is entirely optional and is left to the customer to decide if they want it. The customer specifically initialed on the rental agreement confirming that they did wish to proceed with it. The customer also fails to mention that she committed to a 12-month minimum storage term in exchange for various discounted rates. As of today, she has not even reached 4 months of that 12-month term. Contractually, it was agreed that those discounts would be reimbursed in the event the customer departed prior to the conclusion of the minimum term. Despite our stated disagreement with the customer’s complaints, in the interest of peace, harmony, and positive customer experiences, we are willing to waive the delivery fee for the customer. A manager will contact her today to arrange it. Should you have any other questions or comments, please feel free to contact us at your convenience. Thank you. Best regards, [redacted] Big Box Storage

Dear [redacted]:As the customer states, she contractually committed to a
three month minimum storage term with us. Based on this minimum term, we waived
certain fees including a $99 delivery fee. As stated in the contract as agreed
to by the customer, the company “requires...

Customer to prepay all rents due for
the full Minimum Term noted in Clause 1 prior to any access or re-delivery of
the Container.”This is not a fee to access the container, but rather a
prepayment of the remaining rent for the minimum three month term to which she
committed. Again, both parties agreed to this at the start of the relationship.The above aside, we have spoken to the customer and
agreed to allow her to access the container without having to prepay the remaining
rent. We trust that this will put a close to the matter.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.

Revdex.com:
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.
As of today Dec. 12th, 2017 I have not received of call from their establishment. upon my 1st interaction with the company. I inquired about storage units via online. I was told by one of the representives that the storage is open 24 hours. I disagreed and the receptionist there ([redacted]), told me "no one would have told you that repeatly. I asked for the manager and he too said no one told me that. The manager said he would go back and listen to the recording but he already knew that it wasn't true. No one told me that. Now, I reside in Spring Valley CA. Far from the storage facility. I chose that storage facility because they had the lowest price. I soon came to relize that it is not about quantity but about quality.  When I went to the storage facility I was told that it was not open 24 hours, only from 7:30a to 6p. I made the desicion to purchase the storage because the items I had were near Big Box, It was getingt late and I had furniture that could possible end up out side, and the vehicle I had been using was solely for that day. It was the only choice I had. Yes, I willing signed the contract. However, In the process of me Moving more things into to the storage I found that the time it took me to move my belongings into the storage a long with the time it took me to actually get to the storage,and paired with working within the hours of 7:30p to 6PM to get every thing done, it had been causing me to struggle making it to the facilit.y I was either barely making it, or barely missing them. I've missed my appt. with the storage aprox. 2 times. Wittin that time I ran out of space in the first storage and purchased another at the same rate as the first one. I remember this because [redacted] question weather I could get the same deal and went to get another opinion from a lady in the back office. At that time [redacted] confirmed with me the same rate as the 1st storage. My bill went from being $59 to $119  soon I started receiving late fee after late fee. So I called the facility and spoke with [redacted], again. I said my bill was over $60.00. I don't know why it was that high if I only had a $15 late fee. [redacted] said I was late on payment and that I needed to pay by the 30th of the month. I checked my online bank history and all of the checks I sent were there by the 30th. And when I looked at the checks they all show that the check had been cashed after the 30th.  Then I learned that I was being charged $74 not $59 for the 2nd storage. So, I started requesting that my second unit be delivered. Which was stated in my initial Revdex.com complaint that it would be free.Although, Big Box offered to deliver my  box for no fee. I'm being told  that [redacted] never said I would be paying $59 for both storage units.And because of that, I'm still receiving late fees as if I've got this over spent credit card. I am now feeling threatened with getting a lien placed on my belongings.The company's causing me to have a lot of stress. I even chose to go to the facility for one last time and pay off my fees and access my unit. I refrained from going to the facility with expectation of feeling harrassed. I have been very disappointed with the companies services. At one point [redacted] questioned why choice in choosing Big Box storaged. As if he were saying: If you don't like us so much why did you pick to Big Box storage. He has been so rude. I always want to speak to someone that would support me with my complaints and dealing with the kind of customer service given to customers. But, it went from speaking to a manager that wouldn't help me. To now [redacted] is saying that he is the Manager. He stated to me that there is only one big box with San Diego. Though, It show in the Revdex.com search engine that there is another facilities. Therefore, in addition to my request to have my box delivered at no charge I would like to be refunded the difference of my 2nd storaged box. I plan to continue on with the 12 mo. contract for my 1st storage unit. Thank you.[redacted]. [redacted]
Regards,
[redacted]

Dear [redacted],Thank you for yesterday’s letter regarding our customer, [redacted]. As I stated in my prior correspondence on the matter, we certainly want to do everything we can to ensure a positive conclusion with every customer.Regarding the customer's latest comments:- We disagree with the customers assertion that we have never responded to her inquiry. I personally, as the manager, have attempted to reach her via phone on two occasions (most recently on September 20th). - We stand by our prior statement that, at no time, was the customer ever told that we were open 24 hours a day. While we are open 7 days a week, we are not, and never have been, open 24 hours a day (access hours end at 5pm daily). Our hours are listed on our website, bigbox.com, which is where the customer originally went on May 28th to open her account and schedule her delivery. - The customer received a discounted rental rate of $59/month on her first unit as she was willing to commit to a minimum 12-month rental term. As she was not willing to comment to the minimum term for the second unit, she received our standard rate of $74/month for that unit.- While rent is due on the 1st of each month, we provide a 10-day grace period before any late fee is assessed. The customer's September payment was made, via credit card, on September 17th.While we stand by our assertion that we have done nothing to warrant a complaint from the customer, we remain willing to find an amicable end to the matter. In a final attempt to appease the customer (despite the fact that all prior charged amounts are accurate), we have applied a $75 credit to her account. The credit represents a refund of the $15 monthly differential on her second box for each of the prior five months (since she started renting the unit). Additionally, as stated in my prior correspondence, we will waive the delivery charge for the delivery of the second unit. As the above concessions are exactly what the customer is requesting to resolve the matter, we trust that this will put a positive end to the file with your agency. should you have any additional questions, please feel free to contact us at your convenience. Thank you.Best regards,[redacted]Big Box Storage858-578-7130