Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: While we understand and fully accept that accidents do happen, and some measure of damage or insult is expected in any move, the amount of damage and lost items far exceeds what can be considered accidentalPlease see the attached photos - which are only a few of the items we received back in damaged or destroyed conditionFor sake of fairness, I haven't even included items which could be considered breakable, like glasswareStill, if you see the condition of the boxes that were returned to us, it is not a surprise that many items were brokenIt is not reasonable to claim accidental damage when nearly every single piece of furniture we stored with this company is damagedAccidents happenNegligence, theft, and misconduct also happen, which is what has occurred hereFurthermore, there are two furniture items which we still do not haveFirst, a king sized mattress, and second, a media console which was broken during transport to our new homeThe media console was taken back by MakeSpace delivery staff, we can only assume to be repaired, however we have not heard back about itThe mattress, although being "scanned out" of the storage facility and on to the truck, was never delivered, which leads us to believe it was stolen In summary, we do not accept that this is an accidentWe are dealing with negligence, poor handling, and theftThe resolution offered to us (the company's "maximum liability"), does not even cover the two items which are still missing (stolen), the mattress and media consoleWe have asked multiple times to speak with the appropriate people (claims resolution, a manager, etc) but every time we call we are only leaving a message with a customer service agentWe would like reconsideration of this issue and the settlement in a timely manner In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Dear Revdex.com, Thank you for sharing the customer’s concerns with us First, we are sorry that the customer’s table unfortunately experienced some damage in the process of being stored Our terms of service do state that our liability is limited to $per item We also understand that the entire claims process has taken longer for this customer than we normally expect due to the holidays, and we apologize for that Additionally, as the customer sorted through paying his outstanding invoices to bring his account to good standing, we worked with him in good faith, including crediting him a month of storage Finally, the customer’s account was closed after his final delivery on 12/*/16: he no longer has an active storage plan, and the invoice of $was for his delivery ($19.99+tax), that was then forgiven when it was discovered his table had been damagedWe are not aware of additional concerns that the customer may have beyond what he outlined, but we hope to work through any outstanding issues with him Thank you, MakeSpace
Dear Revdex.com, Thank you for sharing this complaint with us Some of the customer's items have experienced water damage due to an issue with the sprinkler system at our storage facility We had informed the customer of the damage and have since been waiting on our insurance company for next steps on the claim The process has taken longer than we expected, but we do expect to reach a resolution this week with both our insurance company and the customer We expect to be able to compensate the customer for the damaged itemsThank you,MakeSpace
Dear Revdex.com,Thank you for sharing the customer’s concerns with usMakeSpace was unaware that the customer had not received the email with the revised proposed agreement that was sent on March * as the customer had not called or emailed directly about the agreementMakeSpace has now resent the agreement to the customer so that the customer may review the agreement and his claim for the damaged item may be resolvedThank you,MakeSpace
Dear Revdex.com, Thank you for bringing this matter to our attention We have been in contact with the customer over the past few weeks to discuss her experience and address any issues she may have [redacted] did request to speak with a manager, and one of our supervisors reached out to her to explain her billing We understand that she had expected to pay a lower price for her storage and have adjusted her price accordingly We also acknowledge that she informed us of her overdraft fees, and although we did not apply reimbursement to her account as credit towards storage, we did refund her $from her most recent payment At this point in time, we believe that we have addressed all of MsLavayen's concerns with her, but please let us know if we have not done so satisfactorilyThank you,MakeSpace
Dear Revdex.com,Thank you so much for reaching out and bringing this issue to our attentionWe are very sorry to hear about [redacted] ***’s experienceWe are working hard to provide the best storage experience to our customers, and we are dissatisfied when we fall shortWe understand how stressful moving can be, and how overwhelmed our customers feel during this process as so much information is being relayed to them, which at times could result in misunderstandingsIn light of [redacted] ***’s claims that we quoted him for a $first pickup and a free second pickup, we have reviewed [redacted] ***’s conversations with our Sales agents, and have confirmed that his claim is not correctOur pickup pricing of $per SpaceMaker per hour was conveyed to our customer, as well as our range cost for an appointment of that sizeThe billed amount for [redacted] ***’s first and only completed appointment is in accordance with what was discussedAdditionally, there was no such promise made by any of our agents about a free second pickupWe have also confirmed with our Operations team that the customer’s appointment was not fully completed because he was not fully prepared, and some items were not included in the appointment inventory or properly packed for pickupWe’d be more than happy to schedule a new follow up appointment, but it would be subject to our standard pickup service chargesIn regards to the non-appearance fee from [redacted] ***’s appointment on July ***, we have confirmation our team arrived within the scheduled window, and were not let into the premises by the building managerOur team waited as long as they could, but eventually had to leave to attend to other scheduled appointments on that dayWe also understand that this was a frustrating experience for the customerA Customer Support Supervisor has reached out to reach an agreement with [redacted] to resolve this matter immediatelyWe will gladly address any additional questions/concerns our customer might have
Dear Revdex.com, Thank you for bringing the customer’s concerns to our attention We are sorry that we were not able to locate the customer’s item for delivery As the customer pointed out, our terms of service state a liability limit per item in the unfortunate event that something is damaged or missing Since filing her complaint, the customer has accepted the settlement offer As is standard in the storage and moving industry, claim settlements for damaged or missing items are handled separately from any refunds of payments for services rendered, and we consider the claim resolvedSincerely,MakeSpace
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I requested delivery as is Repair that they made changed totally the placement of tabletop, in addition to missing a segment of base months to the date it was delivered, Interaction has been so frustrating, I do not wish to have further contact with these people Additionaly they never addressed their need to replace broken plate, I did not list or photograph a shattered planter I already sent them photos, my research, their handling of documentation was poor: I will not subject myself to the vagaries and irresponsibility that they demonstrated I will have no further contact with them In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I want to be clear about the steps that were taken and what our options wereWhile we were forced to accept the resolution they proposed, we do not feel the complaint or issue was resolved - thus, I would request the Revdex.com continue to take action against this companyWe were presented with an option to accept or reject a settlement offer of $2,plus a "good measure" of an additional $3,from the company - again, approximately 1/of the total amount of what we claimed after their negligence which led to the damage or loss of our propertyWe had only days to evaluate and accept or reject this offer - after which it would expire - and no further option of settlement would be offeredAnd, after months of emails, documentation, and phone calls (recorded, per the company) where we were told we would be reimbursed for the damages, we found ourselves in this situation: the amount of our damages exceeds what we could pursue in a small claims courtIt is also a small enough amount of damages that after speaking to multiple attorneys our further legal options were limited - we would likely incur significant financial expenseEven with MakeSpace agreeing if we were to pursue arbitration, they know that it would be financially unreasonable for us to do soWe have been taken advantage ofThe fine print of this company only offering a maximum of $liability was not clear when we signed up for thisFurthermore, this was not reasonable damage or loss and can absolutely not be classified as accidental - it is intentional abuse of our belongings and intentional strong-arming of vulnerable customersWe asked for a reasonable re-evaluation of this settlement and were deniedWe asked to speak to the Customer Experience agent's supervisor and were deniedIt took months to even get this person on a phone call and all we were told was a reiteration of everything that had been already said in previous emails.Thus, when we decided to sign the meager settlement they offered - which would allow us to replace our bed (which we have been without for nearly months), we did so because we were backed in to a cornerI understand the company views this as a resolution, but through our documentation and clear explanations I hope that future potential customers can have a clear picture of what they are likely to endure, because the responses so far provided by them are misleading and dishonest In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] [redacted]
We apologize if our email, which notified our customers to changes in our billing system and terms of service, was not clearly messaged As a loyal MakeSpace customer, we're happy to adjust your account for the $that you requested In order to accommodate this request, we need confirmation that this ticket will be closed out Best,Rahul G***Chief Operating Officer, MakeSpace
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Today, Tuesday January ** my table and chair were delivered: I accepted the repaired chair The base of table has been returned to them: It is lacking a crucial piece to maintain stability of the top This does not constitute a repair, they had -broken segments It is unconscionable to expect me to remain for so long without a surface on which to consume my mealsTime without table : November **, to present An e-mail with photo of base and missing segment has been sent to Make Space In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Dear Revdex.com,Thank you for letting us know of [redacted] ***’s responseWe are really sorry to hear yet again that [redacted] ***’s pickup appointment experiences did not live up to his expectations, and we value his overall feedback of his experience with MakeSpace thus farThe safety of our customers’ items is our top priority, and our SpaceMakers strive to wrap each item as securely as possibleThis includes wrapping large furniture items in protective wrapping, moving blankets, and packing tape prior to transporting them to our storage facilityIn order to ensure full visibility of our customers’ items in our free online photo catalog, our SpaceMakers also inventory their items by photographing them during the appointment prior to them being wrappedWe believe [redacted] ***’s unpreparedness for the first appointment was a product of him booking additional appointments through our online booking system for different times than the one we had confirmed over the phone with himWe apologize for any miscommunication that could have led to [redacted] ***’s misunderstanding of how our service worksWe do not advertise misleading storage rates and if [redacted] can point us to where he saw “$7” for MakeSpace storage rate we would like to investigate immediatelyAdditionally, as stated on the previous response, [redacted] ***’s appointment duration and cost was in accordance with what was discussed between him and our Sales agentWe have shared [redacted] ***’s comments with our Operations Manager in order to improve the overall experience our customers receive at a MakeSpace appointmentAlthough we do recommend our customers be present at their MakeSpace appointments, we can alternatively complete an appointment if an authorized friend/relative/representative is present on the customer’s behalf [redacted] ***’s second appointment was marked as a no-show simply due to the fact the team was not allowed in the premises by the building manager, and after waiting for resolution for as long as they could, our SpaceMakers had to move on to attend to other appointments scheduled on that dayWe understand that this was a frustrating experience, and as mentioned on the previous response, a Customer Support Supervisor reached out to [redacted] in order to resolve this matter amicablyWe have not received a response from himWe will gladly address any additional questions/concerns our customer might have
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] It was supposed to be a 1-2 hour appointment. When working hard, moving requested heavy items down; it could have be done in 1 hour. Milking the clock, and having to slowly shrink-wrap everything; not fully disclosing that every item needed to be shrink-wrapped before the appointment, was also misleading. I would have been ok with paying $200 for the 1st appointment, if they worked hard, and were actually moving my stuff out at a reasonable pace. I said I was not fully prepared when they arrived because there was some confusion on the scheduling as I had 2 appointments booked for 9am and 11am. There were only 2 items I was referencing. These items needed to be broken down (which I broke down myself) but ended up getting left behind anyway (were not packed up by MakeSpace). I asked them to move what I wanted and was not informed that I had to shrink-wrap my couch and every other large object if I did not want to be charged to have them do it in front of me. I was under the impression thinking that kind of stuff was taken care of at storage and not on my dime. I also thought the items were inventoried at storage and not in the customer's apartment. Like I mentioned before, they had to inventory every item in my unit that they intended on bringing down. Their cell phones kept on having service issues, so they kept on getting delayed and stuck during the appointment. At that point, was when I began to feel like I was being taken advantage of. I felt uncomfortable and did not want to make a scene as these people already had thousands of dollars of my belongings. Everything I wanted to be shipped that was listed in my quote, was ready when they arrived to my standards. They did not take items that were too heavy and spent 49 minutes shrink-wrapping my couch. In regards to the 2nd appointment, I never said that they said it was free every time, I learned it was free when they told me it was going to be free after I booked the 2nd appointment. The text message logs that I sent Makespace saying that I was not going to be there 3 hours before the appointment should have been replied to by them and were not. If that was against there policy, then a kind message saying that I needed to be there should have been relayed. I also mentioned in my txts that if they can't get in to call me right away and I will be right there. I was only 5 minutes away. I do have a video and photos of the after math and the pace performed by the MakeSpacers. I was not happy, felt misinformed, swindled, and now I am losing half of my belongings because I overpaid a company that has $7 listed in their price for storage online and ran out of money to move the rest of my items out by my deadline. That seems a little farfetched than the bill that I was charged for the amount and quality of work that was done. I was not expecting to pay $7, but was expecting to pay the price that was quoted on my account before the appointment and to be provided by hard-working individuals that came and did the job requested, with out any major surprises during and/or after the appointment. I do like their concept, they just need to be more upfront in terms of the pricing The reality of the potential costs and not place the potential costs in the fine print or mention it after an appointment is booked. Why advertise storage as $7 when nothing in their plan options cost $7? That should gave been the first red flag. MakeSpace has a great, fresh idea and were very professional in the beginning, which is a quality I look for when doing business. They just need to maintain that quality of customer service though-out the entire moving experience for the customer, and not have a pricing plan that can vary drastically without the customer being fully aware of what is happening. Assuming that they can get away with it because they can hold your stuff hostage and put a lien on your belongings if you refuse or can not afford to pay, can feel like bullying will not win them very many loyal long-term customers In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
At this time we would like to reassert our proposed payment of $in full and final compensation for the damaged item, a maximum coverage level outlined in our Terms of Service (“TOS”), which were agreed to by the customer on October **, Understanding that this complaint consists primarily of four separate issues, we will proceed by providing a brief timeline of the events leading up to the mentioned issuesFollowing this overview we will address each issue one at a timeOn January ***, the customer called our offices to report damage to an item (i.e., a bike helmet) allegedly occurring during the period when it was stored with MakeSpaceWe point out that the damaged item was packed by the customer in the customer’s own bike bag, which per our TOS (see Section titled “Value of your property”) would result in no coverage for damage to the item.The following day, we sent to [redacted] detailed directions in the form of an email for filing a claim in accordance with the process outlined in our TOSThe customer did not respond until February ***, at which time she provided MakeSpace with photos and a description of the items damaged, as was requestedDespite the ineligibility of any coverage payment on this item, as a goodwill gesture only and in no way an acceptance of liability, we officially processed the claim after receiving purchase receipts from the customer four days later (i.e., February ***)On February ***, having reviewed the claim, supporting materials, and email and phone correspondence with the customer, it was decided (once again purely as a goodwill gesture) that the customer would receive a $payment, equal to the maximum coverage accorded to our customers on a per bin basis in accordance with our TOSThe customer was contacted with this information and preparations were made to send a release agreement to the customer to be executed in advance of any paymentAt the time the claim was filed and the proposed payment communicated, [redacted] , who was traveling abroad at the time, requested that MakeSpace additionally refund her storage fees associated with the items then stored with MakeSpace This request was not only clearly outside the scope of the company’s TOS, which the customer had specifically accepted on 102014, but also now included fees legitimately earned by MakeSpace for services rendered to the customer per its TOS that exceeded the original purchase price of the damaged item.We will now address each issue listed in [redacted] ’s complaint.Concerning the first issue, pertaining to the provision of the release form, given that [redacted] disputed the proposed payment of $250, and in light of her verbal statement to MakeSpace’s Customer Happiness team that she would handle the matter upon her return from her travels, no release was then sent to the customer However, a release form was prepared and has since been sent to the customer at both [redacted] and [redacted] (the email address on file for account) on April **, It should be noted that, in light of this Revdex.com complaint filed by the customer, the company expects the complaint to be withdrawn as a condition to any payment of coverage for the damaged item.In regards to sales taxes on service fees, all billings to [redacted] and all other MakeSpace customers are both in accordance with [redacted] sales tax regulations and our TOS The itemized charges in question include:- $on bill dated (“February Bill”); and- $on bill dated (“March Bill”).Despite [redacted] ’s allegation that “...no explanation was provided when asked to explain these charges”, we assert that at no time prior to this Revdex.com complaint being filed and received by us had the customer ever asked us about these charges Had she inquired about these sales taxes, we would have explained that the service sales taxes on the February bill related to [redacted] sales taxes on the $delivery fee charged to [redacted] (per our TOS) following the delivery she requested on our website on January **, and received at [redacted] on January ***, We would have also explained that the service sales taxes included in her March Bill related to the $delinquency fee imposed on [redacted] ’s account when her account went into default, having remained unpaid for days past the original bill dates.We reject any suggestion that the application of these sales taxes was outside the scope of our TOS and refer Revdex.com and [redacted] to Section titled “Delinquency and Lien Charges and Penalties” of our TOS for all details about sales taxes applicable to our services We also remind [redacted] that sales and use taxes are a matter of law and it is her obligation as a resident of [redacted] State to comply with them, as we have at MakeSpace since the company first established operations in [redacted] in 2013.Moreover, we at MakeSpace take all of our service obligations very seriously, including informing our customers of any changes to our TOS, and we have always followed those notification commitments as outlined in the TOS In particular, MakeSpace commits to notify existing customers days prior to any updates to our TOS applying to them, thereby giving customers the ability to inquire about such changes and, if they deem necessary, terminate their use of MakeSpace (although to this date this has never occurred) Since [redacted] first accepted MakeSpace’s TOS, we have published updates of our TOS on two occasions, first on March [redacted] and more recently on April *** In both of these cases the amendments to the TOS specifically dealt with the company’s expansion to Chicago and Washington D.Cin March and April, respectively, and in no way impacted any of the terms being contested by [redacted] in her complaint filed with the Revdex.com on April *** All matters involving MakeSpace’s limitation of liability, our coverage rules and limits (including the exclusion of any coverage for items packed outside of MakeSpace’s own plastic bins), sales taxes and fees were clearly described in the original TOS agreed by [redacted] and remain unchanged in all material respects as of today.We also refute [redacted] ’s third point, suggesting that the $fee she was charged for the delivery she received on January [redacted] was in contradiction with our TOS and should be refunded As a matter of fact, it has always been MakeSpace’s policy, and clearly itemized in our TOS (see Item [3] in Section titled “Schedule of Monthly Charges”), that a taxable $fee is chargeable upon any “delivery”, regardless of the number of items delivered at the time of delivery and irrespective of whether the delivered bins were immediately emptied and refilled by the customer and given back to our drivers during the same appointment (a scenario we call a “swap”) Our TOS clearly define that our flat delivery fee is charged to the customer for any appointment they make where we deliver them any one or more items.Further, and to the fourth point in [redacted] ’s complaint, we made every effort to resolve this matter in accordance with our TOS as promptly as we could [redacted] ’s verbal refusal to accept payment of $and additional claims in contradiction with the TOS she signed up to was the main reason why a resolution could not be reached Moreover, her cessation of payments for ongoing storage services were the reason why her account was assessed delinquency fees In accordance with Section titled “Term and Rent” of our TOS, it is the customer’s responsibility to make sure all payment and other account information is current and valid, and we only proceeded with actions clearly delineated in our TOS for delinquency fees when her account was days past due and, once again, when it was days past due Any time spent by [redacted] dealing with correspondence with MakeSpace was solely in her control and not MakeSpace’s responsibility, and the time that this matter has taken from both sides in this case was a direct result of [redacted] ’s unwillingness to accept our application of the TOS she agreed to on October **, As for any extra shipping costs incurred by [redacted] due to her stored bins having had to be shipped to her in [redacted] State, these were once again directly tied to the delays, prolonged payment discussions and account delinquency.In closing, further to all facts outlined in our response above, MakeSpace maintains that all of our actions then and now have been strictly within the parameters of our TOS (i.e., the TOS agreed to by [redacted] )The proposed settlement payment of $that we arrived at back in February is not an arbitrary number reflecting our interpretation of the item’s valueIt is a maximal amount generated in accordance with the TOS agreed by both parties at the beginning of their business relations with the intention of resolving complicated matters like this and avoiding drawn out negotiations.For the avoidance of doubt, and as a goodwill gesture and subject to [redacted] signing the company’s release agreement and withdrawing her complaint with the Revdex.com no later than May **, (the “Deadline”), MakeSpace will still agree to make a payment to her in the amount of $250; however, the company will not agree to any mediation, arbitration or further negotiation on this matter in which we are legally in the rightFurthermore, payment will only be released after the return of the two bins sent to [redacted] stateIf she intends to keep the bins she must let us know in writing and we will deduct the price from the total settlement In an effort to bring final resolution to this matterLet it be noted that after this Deadline our offered settlement payment shall lapse and any further claims by [redacted] should be directed to our Legal Department We sincerely hope that [redacted] will accept our generous offer and close this matter once and for all.Additional Documentation and InformationTerms of Service: https://makespace.com/p/legal/terms/
To address the issue below: We are deeply saddened by this customer’s experience and we have not been able to track down his or her information in order to reach out directly to ensure a resolution Admittedly, we faced operational challenges in May as demand for our service far exceeded expectations and caused delays for customers trying to schedule a delivery for their items We worked very hard, and long hours, in attempt to get ahead of the demand and according to our records, all outstanding deliveries in May have been completed This leads us to believe that this customer has received their items back safelyShould this not have been resolved for any reason, making sure this customer’s items get delivered back is our number one priorityAnd we would be more than happy to reimburse this customer’s storage bill for May so long as we can validate his or her information and the events in our tracking system Please let us know how best to proceed Best, Rahul G***, [redacted]
Thank you for reaching out to us regarding this complaint After further review of [redacted] ’s account, we do see that the items she stored with us failed our bed bug inspection as required by our insurance providers As part of our process, we’re sharing our visual evidence attached to the case.While we understand this can be an uncomfortable experience for [redacted] , our terms of service ( [redacted] ) and storage rules ( [redacted] ) clearly state that items exposed to insects (bed bugs) will not accepted into our facilities Our top priority is to protect all of our customers’ items so we followed our procedure as laid out by our legal counsel for these particular situations.Obviously, we strive to support all customers as best as we can, but in this instance, our only course of action was to terminate our relationship with [redacted] and to make sure she received her items back In fact, we already forgave all of her invoices amounting to $even though we weren't required to do this as part of our contract As a company, our incentives are completely aligned with the customer When we have evidence of bed bugs, it creates serious constraints to our operations as we have to quarantine the items and remove a vehicle from our fleet The opportunity cost to us is quite large, which doesn’t even account for the transportation and supply cost we already lost to pick up the items in the first place Best,Rahul G***COO, MakeSpace
Dear Revdex.com, Thank you for bringing the customer’s concerns to our attention We are sorry that some of the customer’s items were damaged or lost While we strive to deliver the best experience for our customers, accidents unfortunately happen in the course of transporting items The customer filed a claim for the damaged and missing items, and the claim was reviewed and approved at our maximum liability limit in accordance with our terms of service Additionally, given the circumstances of the customer’s experience, we did offer an additional goodwill settlement payment We hope that the customer reconsiders the full settlement offer and accepts resolution of this issue Thank you, MakeSpace
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
Dear Revdex.com, Thank you for alerting us to this customer's concerns We did experience challenges with preparing one of customer's items in time for her requested delivery date, but we have since been in touch with the customer about the issues she experienced and have delivered the box to her Additionally, we have come to a billing arrangement that is acceptable to both parties We believe the customer's concerns have been addressed since this complaint was filed and will work with the customer if she has outstanding concerns that she feels have not been addressedThank you,MakeSpace
Dear Revdex.com, Thank you for bringing this to our attention The customer's table was unfortunately damaged while being moved between her home and our storage facility We did inform the customer that we would repair the table at no cost to her, but the repair work has taken much longer than we expected We just received an update from our furniture expert that the table has been fully repaired, and we are contacting her directly to schedule a delivery back to her We look forward to working with the customer to resolve her concernsThank you,MakeSpace
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: While we understand and fully accept that accidents do happen, and some measure of damage or insult is expected in any move, the amount of damage and lost items far exceeds what can be considered accidentalPlease see the attached photos - which are only a few of the items we received back in damaged or destroyed conditionFor sake of fairness, I haven't even included items which could be considered breakable, like glasswareStill, if you see the condition of the boxes that were returned to us, it is not a surprise that many items were brokenIt is not reasonable to claim accidental damage when nearly every single piece of furniture we stored with this company is damagedAccidents happenNegligence, theft, and misconduct also happen, which is what has occurred hereFurthermore, there are two furniture items which we still do not haveFirst, a king sized mattress, and second, a media console which was broken during transport to our new homeThe media console was taken back by MakeSpace delivery staff, we can only assume to be repaired, however we have not heard back about itThe mattress, although being "scanned out" of the storage facility and on to the truck, was never delivered, which leads us to believe it was stolen In summary, we do not accept that this is an accidentWe are dealing with negligence, poor handling, and theftThe resolution offered to us (the company's "maximum liability"), does not even cover the two items which are still missing (stolen), the mattress and media consoleWe have asked multiple times to speak with the appropriate people (claims resolution, a manager, etc) but every time we call we are only leaving a message with a customer service agentWe would like reconsideration of this issue and the settlement in a timely manner In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Dear Revdex.com, Thank you for sharing the customer’s concerns with us First, we are sorry that the customer’s table unfortunately experienced some damage in the process of being stored Our terms of service do state that our liability is limited to $per item We also understand that the entire claims process has taken longer for this customer than we normally expect due to the holidays, and we apologize for that Additionally, as the customer sorted through paying his outstanding invoices to bring his account to good standing, we worked with him in good faith, including crediting him a month of storage Finally, the customer’s account was closed after his final delivery on 12/*/16: he no longer has an active storage plan, and the invoice of $was for his delivery ($19.99+tax), that was then forgiven when it was discovered his table had been damagedWe are not aware of additional concerns that the customer may have beyond what he outlined, but we hope to work through any outstanding issues with him Thank you, MakeSpace
Dear Revdex.com, Thank you for sharing this complaint with us Some of the customer's items have experienced water damage due to an issue with the sprinkler system at our storage facility We had informed the customer of the damage and have since been waiting on our insurance company for next steps on the claim The process has taken longer than we expected, but we do expect to reach a resolution this week with both our insurance company and the customer We expect to be able to compensate the customer for the damaged itemsThank you,MakeSpace
Dear Revdex.com,Thank you for sharing the customer’s concerns with usMakeSpace was unaware that the customer had not received the email with the revised proposed agreement that was sent on March * as the customer had not called or emailed directly about the agreementMakeSpace has now resent the agreement to the customer so that the customer may review the agreement and his claim for the damaged item may be resolvedThank you,MakeSpace
Dear Revdex.com, Thank you for bringing this matter to our attention We have been in contact with the customer over the past few weeks to discuss her experience and address any issues she may have [redacted] did request to speak with a manager, and one of our supervisors reached out to her to explain her billing We understand that she had expected to pay a lower price for her storage and have adjusted her price accordingly We also acknowledge that she informed us of her overdraft fees, and although we did not apply reimbursement to her account as credit towards storage, we did refund her $from her most recent payment At this point in time, we believe that we have addressed all of MsLavayen's concerns with her, but please let us know if we have not done so satisfactorilyThank you,MakeSpace
Dear Revdex.com,Thank you so much for reaching out and bringing this issue to our attentionWe are very sorry to hear about [redacted] ***’s experienceWe are working hard to provide the best storage experience to our customers, and we are dissatisfied when we fall shortWe understand how stressful moving can be, and how overwhelmed our customers feel during this process as so much information is being relayed to them, which at times could result in misunderstandingsIn light of [redacted] ***’s claims that we quoted him for a $first pickup and a free second pickup, we have reviewed [redacted] ***’s conversations with our Sales agents, and have confirmed that his claim is not correctOur pickup pricing of $per SpaceMaker per hour was conveyed to our customer, as well as our range cost for an appointment of that sizeThe billed amount for [redacted] ***’s first and only completed appointment is in accordance with what was discussedAdditionally, there was no such promise made by any of our agents about a free second pickupWe have also confirmed with our Operations team that the customer’s appointment was not fully completed because he was not fully prepared, and some items were not included in the appointment inventory or properly packed for pickupWe’d be more than happy to schedule a new follow up appointment, but it would be subject to our standard pickup service chargesIn regards to the non-appearance fee from [redacted] ***’s appointment on July ***, we have confirmation our team arrived within the scheduled window, and were not let into the premises by the building managerOur team waited as long as they could, but eventually had to leave to attend to other scheduled appointments on that dayWe also understand that this was a frustrating experience for the customerA Customer Support Supervisor has reached out to reach an agreement with [redacted] to resolve this matter immediatelyWe will gladly address any additional questions/concerns our customer might have
Dear Revdex.com, Thank you for bringing the customer’s concerns to our attention We are sorry that we were not able to locate the customer’s item for delivery As the customer pointed out, our terms of service state a liability limit per item in the unfortunate event that something is damaged or missing Since filing her complaint, the customer has accepted the settlement offer As is standard in the storage and moving industry, claim settlements for damaged or missing items are handled separately from any refunds of payments for services rendered, and we consider the claim resolvedSincerely,MakeSpace
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I requested delivery as is Repair that they made changed totally the placement of tabletop, in addition to missing a segment of base months to the date it was delivered, Interaction has been so frustrating, I do not wish to have further contact with these people Additionaly they never addressed their need to replace broken plate, I did not list or photograph a shattered planter I already sent them photos, my research, their handling of documentation was poor: I will not subject myself to the vagaries and irresponsibility that they demonstrated I will have no further contact with them In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I want to be clear about the steps that were taken and what our options wereWhile we were forced to accept the resolution they proposed, we do not feel the complaint or issue was resolved - thus, I would request the Revdex.com continue to take action against this companyWe were presented with an option to accept or reject a settlement offer of $2,plus a "good measure" of an additional $3,from the company - again, approximately 1/of the total amount of what we claimed after their negligence which led to the damage or loss of our propertyWe had only days to evaluate and accept or reject this offer - after which it would expire - and no further option of settlement would be offeredAnd, after months of emails, documentation, and phone calls (recorded, per the company) where we were told we would be reimbursed for the damages, we found ourselves in this situation: the amount of our damages exceeds what we could pursue in a small claims courtIt is also a small enough amount of damages that after speaking to multiple attorneys our further legal options were limited - we would likely incur significant financial expenseEven with MakeSpace agreeing if we were to pursue arbitration, they know that it would be financially unreasonable for us to do soWe have been taken advantage ofThe fine print of this company only offering a maximum of $liability was not clear when we signed up for thisFurthermore, this was not reasonable damage or loss and can absolutely not be classified as accidental - it is intentional abuse of our belongings and intentional strong-arming of vulnerable customersWe asked for a reasonable re-evaluation of this settlement and were deniedWe asked to speak to the Customer Experience agent's supervisor and were deniedIt took months to even get this person on a phone call and all we were told was a reiteration of everything that had been already said in previous emails.Thus, when we decided to sign the meager settlement they offered - which would allow us to replace our bed (which we have been without for nearly months), we did so because we were backed in to a cornerI understand the company views this as a resolution, but through our documentation and clear explanations I hope that future potential customers can have a clear picture of what they are likely to endure, because the responses so far provided by them are misleading and dishonest In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] [redacted]
We apologize if our email, which notified our customers to changes in our billing system and terms of service, was not clearly messaged As a loyal MakeSpace customer, we're happy to adjust your account for the $that you requested In order to accommodate this request, we need confirmation that this ticket will be closed out Best,Rahul G***Chief Operating Officer, MakeSpace
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Today, Tuesday January ** my table and chair were delivered: I accepted the repaired chair The base of table has been returned to them: It is lacking a crucial piece to maintain stability of the top This does not constitute a repair, they had -broken segments It is unconscionable to expect me to remain for so long without a surface on which to consume my mealsTime without table : November **, to present An e-mail with photo of base and missing segment has been sent to Make Space In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Dear Revdex.com,Thank you for letting us know of [redacted] ***’s responseWe are really sorry to hear yet again that [redacted] ***’s pickup appointment experiences did not live up to his expectations, and we value his overall feedback of his experience with MakeSpace thus farThe safety of our customers’ items is our top priority, and our SpaceMakers strive to wrap each item as securely as possibleThis includes wrapping large furniture items in protective wrapping, moving blankets, and packing tape prior to transporting them to our storage facilityIn order to ensure full visibility of our customers’ items in our free online photo catalog, our SpaceMakers also inventory their items by photographing them during the appointment prior to them being wrappedWe believe [redacted] ***’s unpreparedness for the first appointment was a product of him booking additional appointments through our online booking system for different times than the one we had confirmed over the phone with himWe apologize for any miscommunication that could have led to [redacted] ***’s misunderstanding of how our service worksWe do not advertise misleading storage rates and if [redacted] can point us to where he saw “$7” for MakeSpace storage rate we would like to investigate immediatelyAdditionally, as stated on the previous response, [redacted] ***’s appointment duration and cost was in accordance with what was discussed between him and our Sales agentWe have shared [redacted] ***’s comments with our Operations Manager in order to improve the overall experience our customers receive at a MakeSpace appointmentAlthough we do recommend our customers be present at their MakeSpace appointments, we can alternatively complete an appointment if an authorized friend/relative/representative is present on the customer’s behalf [redacted] ***’s second appointment was marked as a no-show simply due to the fact the team was not allowed in the premises by the building manager, and after waiting for resolution for as long as they could, our SpaceMakers had to move on to attend to other appointments scheduled on that dayWe understand that this was a frustrating experience, and as mentioned on the previous response, a Customer Support Supervisor reached out to [redacted] in order to resolve this matter amicablyWe have not received a response from himWe will gladly address any additional questions/concerns our customer might have
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] It was supposed to be a 1-2 hour appointment. When working hard, moving requested heavy items down; it could have be done in 1 hour. Milking the clock, and having to slowly shrink-wrap everything; not fully disclosing that every item needed to be shrink-wrapped before the appointment, was also misleading. I would have been ok with paying $200 for the 1st appointment, if they worked hard, and were actually moving my stuff out at a reasonable pace. I said I was not fully prepared when they arrived because there was some confusion on the scheduling as I had 2 appointments booked for 9am and 11am. There were only 2 items I was referencing. These items needed to be broken down (which I broke down myself) but ended up getting left behind anyway (were not packed up by MakeSpace). I asked them to move what I wanted and was not informed that I had to shrink-wrap my couch and every other large object if I did not want to be charged to have them do it in front of me. I was under the impression thinking that kind of stuff was taken care of at storage and not on my dime. I also thought the items were inventoried at storage and not in the customer's apartment. Like I mentioned before, they had to inventory every item in my unit that they intended on bringing down. Their cell phones kept on having service issues, so they kept on getting delayed and stuck during the appointment. At that point, was when I began to feel like I was being taken advantage of. I felt uncomfortable and did not want to make a scene as these people already had thousands of dollars of my belongings. Everything I wanted to be shipped that was listed in my quote, was ready when they arrived to my standards. They did not take items that were too heavy and spent 49 minutes shrink-wrapping my couch. In regards to the 2nd appointment, I never said that they said it was free every time, I learned it was free when they told me it was going to be free after I booked the 2nd appointment. The text message logs that I sent Makespace saying that I was not going to be there 3 hours before the appointment should have been replied to by them and were not. If that was against there policy, then a kind message saying that I needed to be there should have been relayed. I also mentioned in my txts that if they can't get in to call me right away and I will be right there. I was only 5 minutes away. I do have a video and photos of the after math and the pace performed by the MakeSpacers. I was not happy, felt misinformed, swindled, and now I am losing half of my belongings because I overpaid a company that has $7 listed in their price for storage online and ran out of money to move the rest of my items out by my deadline. That seems a little farfetched than the bill that I was charged for the amount and quality of work that was done. I was not expecting to pay $7, but was expecting to pay the price that was quoted on my account before the appointment and to be provided by hard-working individuals that came and did the job requested, with out any major surprises during and/or after the appointment. I do like their concept, they just need to be more upfront in terms of the pricing The reality of the potential costs and not place the potential costs in the fine print or mention it after an appointment is booked. Why advertise storage as $7 when nothing in their plan options cost $7? That should gave been the first red flag. MakeSpace has a great, fresh idea and were very professional in the beginning, which is a quality I look for when doing business. They just need to maintain that quality of customer service though-out the entire moving experience for the customer, and not have a pricing plan that can vary drastically without the customer being fully aware of what is happening. Assuming that they can get away with it because they can hold your stuff hostage and put a lien on your belongings if you refuse or can not afford to pay, can feel like bullying will not win them very many loyal long-term customers In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
At this time we would like to reassert our proposed payment of $in full and final compensation for the damaged item, a maximum coverage level outlined in our Terms of Service (“TOS”), which were agreed to by the customer on October **, Understanding that this complaint consists primarily of four separate issues, we will proceed by providing a brief timeline of the events leading up to the mentioned issuesFollowing this overview we will address each issue one at a timeOn January ***, the customer called our offices to report damage to an item (i.e., a bike helmet) allegedly occurring during the period when it was stored with MakeSpaceWe point out that the damaged item was packed by the customer in the customer’s own bike bag, which per our TOS (see Section titled “Value of your property”) would result in no coverage for damage to the item.The following day, we sent to [redacted] detailed directions in the form of an email for filing a claim in accordance with the process outlined in our TOSThe customer did not respond until February ***, at which time she provided MakeSpace with photos and a description of the items damaged, as was requestedDespite the ineligibility of any coverage payment on this item, as a goodwill gesture only and in no way an acceptance of liability, we officially processed the claim after receiving purchase receipts from the customer four days later (i.e., February ***)On February ***, having reviewed the claim, supporting materials, and email and phone correspondence with the customer, it was decided (once again purely as a goodwill gesture) that the customer would receive a $payment, equal to the maximum coverage accorded to our customers on a per bin basis in accordance with our TOSThe customer was contacted with this information and preparations were made to send a release agreement to the customer to be executed in advance of any paymentAt the time the claim was filed and the proposed payment communicated, [redacted] , who was traveling abroad at the time, requested that MakeSpace additionally refund her storage fees associated with the items then stored with MakeSpace This request was not only clearly outside the scope of the company’s TOS, which the customer had specifically accepted on 102014, but also now included fees legitimately earned by MakeSpace for services rendered to the customer per its TOS that exceeded the original purchase price of the damaged item.We will now address each issue listed in [redacted] ’s complaint.Concerning the first issue, pertaining to the provision of the release form, given that [redacted] disputed the proposed payment of $250, and in light of her verbal statement to MakeSpace’s Customer Happiness team that she would handle the matter upon her return from her travels, no release was then sent to the customer However, a release form was prepared and has since been sent to the customer at both [redacted] and [redacted] (the email address on file for account) on April **, It should be noted that, in light of this Revdex.com complaint filed by the customer, the company expects the complaint to be withdrawn as a condition to any payment of coverage for the damaged item.In regards to sales taxes on service fees, all billings to [redacted] and all other MakeSpace customers are both in accordance with [redacted] sales tax regulations and our TOS The itemized charges in question include:- $on bill dated (“February Bill”); and- $on bill dated (“March Bill”).Despite [redacted] ’s allegation that “...no explanation was provided when asked to explain these charges”, we assert that at no time prior to this Revdex.com complaint being filed and received by us had the customer ever asked us about these charges Had she inquired about these sales taxes, we would have explained that the service sales taxes on the February bill related to [redacted] sales taxes on the $delivery fee charged to [redacted] (per our TOS) following the delivery she requested on our website on January **, and received at [redacted] on January ***, We would have also explained that the service sales taxes included in her March Bill related to the $delinquency fee imposed on [redacted] ’s account when her account went into default, having remained unpaid for days past the original bill dates.We reject any suggestion that the application of these sales taxes was outside the scope of our TOS and refer Revdex.com and [redacted] to Section titled “Delinquency and Lien Charges and Penalties” of our TOS for all details about sales taxes applicable to our services We also remind [redacted] that sales and use taxes are a matter of law and it is her obligation as a resident of [redacted] State to comply with them, as we have at MakeSpace since the company first established operations in [redacted] in 2013.Moreover, we at MakeSpace take all of our service obligations very seriously, including informing our customers of any changes to our TOS, and we have always followed those notification commitments as outlined in the TOS In particular, MakeSpace commits to notify existing customers days prior to any updates to our TOS applying to them, thereby giving customers the ability to inquire about such changes and, if they deem necessary, terminate their use of MakeSpace (although to this date this has never occurred) Since [redacted] first accepted MakeSpace’s TOS, we have published updates of our TOS on two occasions, first on March [redacted] and more recently on April *** In both of these cases the amendments to the TOS specifically dealt with the company’s expansion to Chicago and Washington D.Cin March and April, respectively, and in no way impacted any of the terms being contested by [redacted] in her complaint filed with the Revdex.com on April *** All matters involving MakeSpace’s limitation of liability, our coverage rules and limits (including the exclusion of any coverage for items packed outside of MakeSpace’s own plastic bins), sales taxes and fees were clearly described in the original TOS agreed by [redacted] and remain unchanged in all material respects as of today.We also refute [redacted] ’s third point, suggesting that the $fee she was charged for the delivery she received on January [redacted] was in contradiction with our TOS and should be refunded As a matter of fact, it has always been MakeSpace’s policy, and clearly itemized in our TOS (see Item [3] in Section titled “Schedule of Monthly Charges”), that a taxable $fee is chargeable upon any “delivery”, regardless of the number of items delivered at the time of delivery and irrespective of whether the delivered bins were immediately emptied and refilled by the customer and given back to our drivers during the same appointment (a scenario we call a “swap”) Our TOS clearly define that our flat delivery fee is charged to the customer for any appointment they make where we deliver them any one or more items.Further, and to the fourth point in [redacted] ’s complaint, we made every effort to resolve this matter in accordance with our TOS as promptly as we could [redacted] ’s verbal refusal to accept payment of $and additional claims in contradiction with the TOS she signed up to was the main reason why a resolution could not be reached Moreover, her cessation of payments for ongoing storage services were the reason why her account was assessed delinquency fees In accordance with Section titled “Term and Rent” of our TOS, it is the customer’s responsibility to make sure all payment and other account information is current and valid, and we only proceeded with actions clearly delineated in our TOS for delinquency fees when her account was days past due and, once again, when it was days past due Any time spent by [redacted] dealing with correspondence with MakeSpace was solely in her control and not MakeSpace’s responsibility, and the time that this matter has taken from both sides in this case was a direct result of [redacted] ’s unwillingness to accept our application of the TOS she agreed to on October **, As for any extra shipping costs incurred by [redacted] due to her stored bins having had to be shipped to her in [redacted] State, these were once again directly tied to the delays, prolonged payment discussions and account delinquency.In closing, further to all facts outlined in our response above, MakeSpace maintains that all of our actions then and now have been strictly within the parameters of our TOS (i.e., the TOS agreed to by [redacted] )The proposed settlement payment of $that we arrived at back in February is not an arbitrary number reflecting our interpretation of the item’s valueIt is a maximal amount generated in accordance with the TOS agreed by both parties at the beginning of their business relations with the intention of resolving complicated matters like this and avoiding drawn out negotiations.For the avoidance of doubt, and as a goodwill gesture and subject to [redacted] signing the company’s release agreement and withdrawing her complaint with the Revdex.com no later than May **, (the “Deadline”), MakeSpace will still agree to make a payment to her in the amount of $250; however, the company will not agree to any mediation, arbitration or further negotiation on this matter in which we are legally in the rightFurthermore, payment will only be released after the return of the two bins sent to [redacted] stateIf she intends to keep the bins she must let us know in writing and we will deduct the price from the total settlement In an effort to bring final resolution to this matterLet it be noted that after this Deadline our offered settlement payment shall lapse and any further claims by [redacted] should be directed to our Legal Department We sincerely hope that [redacted] will accept our generous offer and close this matter once and for all.Additional Documentation and InformationTerms of Service: https://makespace.com/p/legal/terms/
To address the issue below: We are deeply saddened by this customer’s experience and we have not been able to track down his or her information in order to reach out directly to ensure a resolution Admittedly, we faced operational challenges in May as demand for our service far exceeded expectations and caused delays for customers trying to schedule a delivery for their items We worked very hard, and long hours, in attempt to get ahead of the demand and according to our records, all outstanding deliveries in May have been completed This leads us to believe that this customer has received their items back safelyShould this not have been resolved for any reason, making sure this customer’s items get delivered back is our number one priorityAnd we would be more than happy to reimburse this customer’s storage bill for May so long as we can validate his or her information and the events in our tracking system Please let us know how best to proceed Best, Rahul G***, [redacted]
Thank you for reaching out to us regarding this complaint After further review of [redacted] ’s account, we do see that the items she stored with us failed our bed bug inspection as required by our insurance providers As part of our process, we’re sharing our visual evidence attached to the case.While we understand this can be an uncomfortable experience for [redacted] , our terms of service ( [redacted] ) and storage rules ( [redacted] ) clearly state that items exposed to insects (bed bugs) will not accepted into our facilities Our top priority is to protect all of our customers’ items so we followed our procedure as laid out by our legal counsel for these particular situations.Obviously, we strive to support all customers as best as we can, but in this instance, our only course of action was to terminate our relationship with [redacted] and to make sure she received her items back In fact, we already forgave all of her invoices amounting to $even though we weren't required to do this as part of our contract As a company, our incentives are completely aligned with the customer When we have evidence of bed bugs, it creates serious constraints to our operations as we have to quarantine the items and remove a vehicle from our fleet The opportunity cost to us is quite large, which doesn’t even account for the transportation and supply cost we already lost to pick up the items in the first place Best,Rahul G***COO, MakeSpace
Dear Revdex.com, Thank you for bringing the customer’s concerns to our attention We are sorry that some of the customer’s items were damaged or lost While we strive to deliver the best experience for our customers, accidents unfortunately happen in the course of transporting items The customer filed a claim for the damaged and missing items, and the claim was reviewed and approved at our maximum liability limit in accordance with our terms of service Additionally, given the circumstances of the customer’s experience, we did offer an additional goodwill settlement payment We hope that the customer reconsiders the full settlement offer and accepts resolution of this issue Thank you, MakeSpace
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
Dear Revdex.com, Thank you for alerting us to this customer's concerns We did experience challenges with preparing one of customer's items in time for her requested delivery date, but we have since been in touch with the customer about the issues she experienced and have delivered the box to her Additionally, we have come to a billing arrangement that is acceptable to both parties We believe the customer's concerns have been addressed since this complaint was filed and will work with the customer if she has outstanding concerns that she feels have not been addressedThank you,MakeSpace
Dear Revdex.com, Thank you for bringing this to our attention The customer's table was unfortunately damaged while being moved between her home and our storage facility We did inform the customer that we would repair the table at no cost to her, but the repair work has taken much longer than we expected We just received an update from our furniture expert that the table has been fully repaired, and we are contacting her directly to schedule a delivery back to her We look forward to working with the customer to resolve her concernsThank you,MakeSpace