MakeSpace

I lived in a studio apt., less than 500 sq. ft., no walk-in closet, and I gave over half of my furniture away. Originally, I requested their "walk in closet" sized space. But received a call that what I wanted to store, a bed frame (no mattress), a love seat, a rocking chair, and 20 boxes would require a "Studio" space. I thought it was odd that I would need their "Studio" space to store less than half of a 470 sq. ft. studio worth of stuff, but I accepted the "Studio" storage space amount of $119/month.

After MakeSpace collected my things, I get an email saying they had to move me into a 1BR storage space. In their own email, customer support said studios range from 500 sq. ft. and above. So my studio was smaller than their smallest studio size, yet, storing less than half of my items had to go in a storage size larger than my entire apartment.

If storing half of the smallest studio requires a 1BR sized storage area, then they are false advertising, making their prices seem lower than they are. Once they have a consumer's items, they just charge a higher price and there's nothing the consumer can do about it.

I wrote and complained, and they gave me a canned response with a lot fine print, but in the end, they are advertising spaces and prices that don't match what the consumer will ultimately be charged, and we should be protected again practices like that. They need to change their space descriptions and photos on their website to accurately reflect what the consumer can expect to store and pay. And they should charge me for a studio space, the space I agreed to.

(Sorry that the Revdex.com site doesn't render paragraph breaks!)

MakeSpace is a full-service storage company, meaning that they pick up, store, and redeliver your items. MakeSpace does business in multiple states, and my experience took place outside of Boston.

In Summary: During my initial 7//2019 pickup, the foreman refused to take a significant fraction of the items on my pickup inventory, for no coherent reason. I was told that I would need to schedule a follow-up appointment for the rest of the items, but my lease ended the following day, and no follow-up appointment was available. Therefore, I was left to move an apartment full of stuff to move into a new apartment that was never intended to accommodate it, without any support of the movers I'd paid and counted on. In reading other Revdex.com complaints against MakeSpace in Boston, I've learned that this was not a one-time occurrence.

When the foreman announced his intention to leave many of the items behind, I immediately called MakeSpace customer service, while the first items were being carried out to the moving truck. The customer service representative I spoke with listened to the situation and told me that they would be able to accommodate me during that same visit after all. Relieved, I relayed this information to the foreman.

He stepped out of the apartment and when he came back, I received a callback from a different MakeSpace customer service representative telling me that they would not be able to accommodate me after all. I asked why, and was given a string of inconsistent reasons.

Primarily, I was told, "You weren't ready for the pickup." I had requested a delayed pickup (which they were not able to accommodate) because I was still wrapping up some packing. This is perfectly understandable that they weren't able to delay my appointment; however, the foreman was also refusing to take many items that _were_ ready for pickup. He simply wanted to be done for the day, and wanted to push the issue to some future date, which wasn't possible for me due to my lease ending.

I had scheduled a pickup of 541 cubic feet of items and only 162 cubic feet of items were taken, so there was not an issue of truck space or time or supplies or manpower. I actually had less to be picked up than the 541 cubic feet which had been scheduled, as another company (Livible, with which I have had a completely positive experience), had already picked up the largest items, but this point was lost on the foreman and on customer service while they refused to accommodate even the reduced amount.

The foreman actually had many items carried out of the ready/staging area into the back rooms of the house without my knowledge, instead of out to the truck, leading me to believe that they were on their way to storage, when in fact they were not.

Once they abandoned me, I had to do what I could, on my own, at the last minute, using a passenger sedan, having been pre-exhausted with pleading with a half-dozen MakeSpace representatives to follow through on their service commitment.

I was able to move most of the remaining items on my own, but I was forced to abandon several furniture items that were meant for storage, totaling approximately $900.

I paid for MakeSpace's "Gold" protection plan, which covers losses up to $2,000, but they are unwilling to reimburse me for any of these losses.

I am requesting reimbursement for these losses.

As a side note, of the items which were taken into MakeSpace's possession, several were senselessly dirtied, or destroyed, with reimbursements offered far below the replacement price, including a bed frame and mattress. The mattress protector had several holes in it, and through each opening, the brand new mattress was saturated with black grime. The storage facility must be filthy. I was told that my destroyed bed frame was "fragile" and thus could only be reimbursed at 60% of the low $250 price; however, the bed frame in question was composed of large, dense, heavy pieces, and was anything but fragile. It had been successfully moved on several occasions without a scratch, but was broken in MakeSpace custody. I can only assume someone drove a forklift into it.

The Gold protection policy purchased from them would cover all of the damages and losses. I'm at a loss as to why they wouldn't simply honor it within the first 39 emails.

My 12 items were picked up on 11//19 and returned 12//19. I paid for the blankets, packaging, and insurance, as recommended, and thank god I wasn't cheap. My brand new bed's head panel was chipped and damaged, as well as the legs to the bed, completely missing. MakeSpace offered $180 for the damage when I've only had the bed for less than a year, I didn't even have the items in storage for more than a month. Movers were also super unprofessional and fighting with one another. Filed a lawsuit against them since the bed is no longer replaceable because of it being out of stock forever. Also found out that the insurance they put on my account didn't cover the any damage and only covers items at an industry-standard rate of 60 cents per pound. They're scammers!!! Luckily calls are recorded. Hope they take the evidence of my initial call to court.

In my life, I have moved more than 20 times and have worked with storage companies, both white glove and otherwise. In all of those moves I’ve never found reason to complain. Thursday November , the first day of the MakeSpace move, we had for all intents and purposes, only one mover as George was having shortness of breath and chest pain. Antoine worked the day alone with no backup moving boxes of books and heavy storage up and down stairs. Arden emailed your office immediately about our concern for George’s health and Jack responded right away that someone would call. No one ever called.

I spoke on the phone with Jared who offered to send movers the following day to complete the job at your expense. Today, Friday November ***, three movers showed up. One of the movers was George, who told me he had “collapsed” the evening before. The other movers said George was here “to do nothing.” Yet George was up and down the stairs again carrying with great effort heavy boxes. I was worried for George’s wellbeing.

•Sending George two days in a row, knowing he has chest pains and shortness of breath, put me and my business at risk for liability.

•The pickup that should have taken one day stretched to another day because it was understaffed (only one healthy mover) and the pickup scheduled for the 2nd stop a block away was never made.

•The movers did not finish the job here on the second day.

•The movers took a break on the second day and never returned, KNOWINGLY leaving behind parts of a wooden bench they otherwise packed and took with them.

•They also did not carefully pack items that I had not previously packed (see photos attached).

•They left without making the pickup at the storage a block away that was not accomplished the day before, saying they were not authorized to do so. I spoke with Kevin in your office twice who told me that after he spoke with the managing operator in LA that we would have to schedule a THIRD pick up date for that.

•I have been forced to pay Arden for her to drive an hour each way to work today to accommodate this extra, unexpected pick up day and to work all day simply for the pick up. This extra expense is because of the poor service I’ve received from MakeSpace.

•I have been unable to work for two days, also at cost to me.

•The pick up is still incomplete!

•To add to this insult, I just received a bill from MakeSpace of $285 for today’s pickup which had been promised by you at no charge.

•Lastly, many of the online photographs of each box in storage do not show the labels so I am not able to identify the contents. Please ask the warehouse to rephotograph those boxes that do not show labels.

The pickup and sales pitch was great. The service, the app, the handling and storage of the items, the dropoff were all horrible. My items are now lost and damaged. Stay away!

I filled out their online form so I could see how much it would cost - the form requires your phone number (as most do), and I gave it thinking I would receive a phone call from them sometime over the next few days. One phone call was apparently not enough - I received 22 phone calls from them over 13 days, 8 of them on the first day alone. Their aggressive practices simply disgust me and are a red flag that other unethical practices are taking place behind the scenes.

I planned my pick up for moving and storage with MakeSpace. There seems to be some unforeseen failure/delay of their vehicles that constantly prohibits them from arriving. Reach out constantly to customer service who fails to give me any explanation, follow up, status updates, or options or how they can rectify the situation. I am left in a rut to potentially breaking terms of my lease by not moving out on time.

Normally, I give companies the benefit of the doubt, but I had to come here first because I have had enough with this company. I woke up this morning to a $158 charge to my account, after already being charged $158 on Tuesday for the same exact storage. I had items delivered, but no one said I would be charged for my unit *again.There was no warning, no mention of a refund for the other charge for the same month. Nothing.

We contracted with MakeSpace to store our belongings. Once we asked for all of our items to be removed from storage, we noticed a storage bin was missing. We reached out to MakeSpace to ask if they could locate this bin - it has been about 4 - 6 weeks since our first outreach, and we have been told that they are "escalating" this lost bin to their operations team, but have since failed to produce the missing bin. I have asked to speak to managers regarding the escalation policy, as well as get an update for when this bin will be found and delivered - no one from management has contacted me, and I had to reach out again, on my own, to ask for an update. We have received the same response: it's been escalated; our operations team is looking for it; fill out a claims form for the lost bin. The contents of this bin are irreplaceable family heirlooms.

On April , 2019, I called MakeSpace and made an appointment for them to pick up my belongings in the Boston area on May , 2019 and store them for three months. I gave them an itemized list of all of my furniture that I would need stored and let them know that I lived in a "small one-bedroom." They estimated that I would need 35 bags for my non-furniture items and mailed those bags to me. They emailed me a confirmation of what I would pay for storage -- including the itemized list of my furniture -- but the pick up was free. They sent me many confirmation texts in the days before the appointment and I called them back on May *** to say that I was all set on my end.

Two MakeSpace movers arrive in a large truck with plenty of space inside on May . They seemed hesitant to begin moving my belongings into the truck; one of them called other staffers a few times. He finally informed me that MakeSpace would only take three bags now and the staff would "follow up" with me later. I insisted that a staff person call me immediately.

The manager called to inform me that they would not move my things to storage that day. She never said why but implied that they somehow didn't understand how many items I had. This is, of course, provably false. She told me that MakeSpace would pick up the rest of it on June *. I informed her that I could not leave everything I owned on the street for a week; my lease was up on May . I suggested that the movers put my things in the half-empty truck that was in front of my apartment but she replied that that had to service other customers. I suggested that MakeSpace send and pay for a fleet of *** to transport my belongings and fix their mistake. She flat-out told me that there was no way they would move me that day.

***While I was on hold waiting to speak to another manager, one of the movers informed me that "this happens every day."*** He said that the Boston branch of Make Space was new and they did not have the capacity to move all of the customers they booked. He said they only had two trucks and that Make Space refused to get more or hire more movers.

I told the next manager to cancel the entire order, moving and storage. (She said that she "might" be able to move me the next day but even that was not a guarantee.) That they pulled the rug out from under me with neither explanation nor attempt to fix the problem is appalling. That they leave people standing on the street with everything they own *every daywhile still booking appointments (!) is unconscionable.

I booked MakeSpace to store a 5x15 amount of space. They have not picked up all items after 3 deliveries and continue to charge me for each attempt. I requested the items back so I can find another storage solution. They have had my items for 2 weeks but claim they cannot deliver them because they have not yet been "processed." They stated that this processing time takes 3 - 7 business days and we are beyond that period.

At the moment, my items are being held hostage by MakeSpace. I would like them to deliver all items on Friday 6/*.

On November , 2018 I filed a complaint with Make space about my mising items two of my coats were stolen by an make space employee so it took them two months to make a decision for them to pay me for my coats make space made an offer to pay out $296 dollars by check made out to me. Now I made a decision to take the rest of my belongings out of make space storage so I was told in order for me to move my stuff out I had to pay for the last two months with the would be $240.00 because I was in a 12 month contract, I feel as a violated customer the contact was breach Once MakeSpace took full responsibility of my coats being stolen by one of their employees I feel the money they want to settle with they’ll just be getting it right back and I’m left with nothing those coats were value to me they don’t make them anymore I paid $200 apiece for those coats and I want what I paid for them this has been a very stressful Journey Dealing with MakeSpace.

MakeSpace storaged all the items from my home in July 2018. I requested all the items to be return to me on December , 2018. Makespace returned only part of the items. From which many were broken and damage. In addition, king size bed, smart television, antique mirror, designer coats and many other items were never return to me. As per MakeSpace, items were misplaced in there warehouse weeks ago. Makespace didn’t communicate with me that these items disappeared until after my delivery. Causing for me to continue to pay for space I was not using. In addition to not having a bed for me and my kids. I was forced to sleep in an air mattress with my children due to their negligence for weeks. I am forced to buy beds, which I was not planning after a closing due to negligence. They were fully aware all these items were missing prior to the delivery and they fail to communicate with me. Knowing the effect this will have with my family. I trusted them with my personal items and they didn’t take proper care of them. This has been a horrible experience for my family and I.
I am requesting a full refund of the items that are missing and damage. In addition, to full refund of the fees including monthly fees from July 2018 to December 2018. I also want Compesation for the pain and suffering I have to put my family through specially during the holidays. This was supposed to be a happy time in our new place. Thanks to Makespace, this has been one of the worst experience in our life. I feel as we were rob and I had no control of it. Please call me if you have any questions.

I had been call for days but the phones was sending me to voicemail when I finally get someone on the phone the tell me because I did set up my delivery be for my bill date I have to pay the whole month so. When I pay the 340 I set up a delivery. When I asked to speak to the supervisor’s supervisors she told me there wasnt onr. She could have waiver the fee for December an set up the delivery date an make me pay the balance 24 hrs before instead of trying to rack up charges with making me have wait another week for a delivery date. Especially being it’s Christmas. Because it getting to take 7days or more for delivery. Merry Christmas

I have hired Make Space for over a year now and what I thought was a great opportunity has resulted in lost family heirlooms, broken furniture and irreplaceable memoirs damaged. The staff has no business in moving anything special or of value and their team is ill equipped to facilitate moving or storing fragile items. Their bins are not ventilated or water proofed therefore the items inside are usually humid or wet, if there is rain during transport. The wardrobe boxes are usually dusty inside when returned and almost every time were damaged and broken with pieces fallen inside.
A lot of heartache and a lot of time has been spent dealing with their company and my belongings damage has reached into the 10's of thousands to repair or replace.
Spend a little more and save yourself the trouble.

Good morning,

Yesterday I talked to a manager at Make Space regarding my delivery items from storage.

The boxes came all smashed and destroy. when I open that boxes 80 percent of all items are completely broken, Glass, Plates, Mugs, vases, decorations, Lamps. Expensive vase, family heritage My books where taped to the top of the boxed, so they were ripped. Make space transferred items to boxes I have never packed and so damaging the books and what was inside.

Again 80% of my items that I packed my self (I I have picture to prove all the damage) are broken.

Not only that Makespace has lost a box and they can't Located.

The movers even brought to my apartment other people items.

Now I see from my account that instead of cancelling my next payment they are going to charge for a "small unit" at the end of September. This is unbelievable.

This is UNACCEPTABLE, The destroy all my items, There was glass all over the place, I cut myself, they were all shattered. Every single thing.

I want all the storage payments to be reimbursed and I want all the things to be paid off. Sadly there is no price for some family memories. the box that is lost to be found. I keep more personal items that I really want to think about. The memories, the emotional damage is horrifying.

The emotional damage of somebody trusting a company to take care of their most precious things and the lack of respect, professionalism is appalling.

Here are the pictures of some of the items, the other ones where so smashed and shattered that it was imposible to keep them.
Many thanks

The company took our belongings, signed a contract for $220, and then forced us to pay them double that amount on a monthly basis. They then warned that if we did not pay them the amount they required, they would dispose of our belongings. When we contacted them, they called us racial slurs and threatened us repeatedly. After 12 months of storage, the company again threatened us by stating they will not return our furniture or clothing to us if we do not pay an additional $3,000, sign that we will never write a bad review about them, and sign that we will not contact the Revdex.com about them. Our medical supplies are in storage, and we suffered monetary and health issues from this. They refused to cooperate with us, they refused to deliver our belongings, and they strong armed us into keeping quiet so they could continue charging us. When we called to speak to them every week, they told us they will throw our belongings - including our medical supplies - out on the street. We suffered, got sick, and lost a tremendous amount of money from them not abiding to the contract. There are nearly 100 reviews online of people also going through an identical situation. My belongings needed to be rescued by another company.

The company as a whole is very unethical in how they run this business. They lied to me about how much it would cost each month, and then threatened me for trying to write a negative review about it. When I confronted them about being unethical in their actions, they again threatened me by saying they have me belongings and could do as they please with it. I called in to speak with them, trying to get reimbursed for the broken items they broke, and I was met with hostility. Many people have listed how bad they are in customer service, and it is really a shame that they think they are above the law. I hope the Revdex.com can have an impact on making them follow the law, be ethical and moral, and not try to steal from people. To be very honest, they act more like a mafia than a company. They control and manipulate you, they threaten you constantly, and it is very hard to get them to cooperate with you and abide by the laws of the contract. As far as a storage company goes, they are the worse of the worse.

This company lied to our family and charged us an extra 450$ a month after they took our furniture. They broke many things, were dishonest, breached our contract, and held our belongings ransom. The legal team and owners are horrible people with a lack of a moral compass. Truly dishonest and disgusting people without an ethical bone in the company. They lied to us about their terms of service, acted horrible with us, completely racist in nature, and anti-semitic. DO NOT do business with them.

Really bad service.
Difficult to work with, demanding paperwork, and they destroyed quite a bit of my stuff. Glassware, which I understand. But they also shattered a light fixture when they delivered it (banging into the wall) and dragged all the bins on our brand new wood floors, scratching the hell out of those.
Anytime you reach out to them, they respond "Please note that, as per our Terms of Service, you agreed to 'waive all rights and claims against MakeSpace should your fragile stuff break or other be damaged.'"
If you care about your things, stay away.