SMARTBOX Portable Storage

[redacted] , Thank you for bringing this customers complaint to our attentionWe pride ourselves here, at Smartbox, on our personalized customer care and are sadden to hear this customer believes our service was not up to his standardsThis email is to address the issues the customer listed in his complaint and to states the resolution that Smartbox will offer the customer Our business model does require customers to make a full payment 24-hours prior to the delivery of the empty Smartboxes to their initial location and if a number of boxes are not used, we will give the customer a full credit difference for the boxes not used, once verified by the local officeAt this customers initial location in [redacted] **, we used an affiliate company to delivery the containers (Metropolitan Van Lines and Storage) as noted on the customers signed contract The customer ordered and paid to have containers delivery to him on Thursday, June 25th but there was a mix up at [redacted] and they only delivered one that dayWe worked tirelessly with [redacted] to correct this mistake and also asked the customer what time his movers were coming so that we could have the boxes delivered before they arrivedAs the customer stated, the other containers arrived to his home before or around the time the movers arrived on the morning of Friday, July 26thWhen I spoke with the customer that morning he states the mover were able to load the first container while the other were being unloaded from the truck and there were no financial set backs because of the delay As the customer stated he also was not awarded locks which we are deeply sorry for and refunded the customer for the locks he had to purchase The customers delivery in Portland was pushed from Friday, July 3rd to Thursday, July 2nd because of scheduling changes at the local office in PortlandWe notified the customer of this change as soon as we were notified so that he would be able to make changes to his accommodationsUnfortunately his containers were not able to delivered to his home on Thursday, July 2nd, because of a safety concern and the restrictions set by the City of PortlandSince the city closed the road he requested his permits on, the matter is out of our hand because we have to abide all traffic lawsWe suggested to the customer that he asked the city to refund him for the permits since he was unable to use them The customer states he noticed damage to his containers in which we sent him a claims form and information on how to get in touch with [redacted] to start the process for reporting a damaged claim Desired Settlement: This customer had a unfortunate chain of events to happen while his items were in our care and in order to make sure that each customer walks with a positive experience with Smartbox, we plan to offer him a 10% refund on his moveThat will be a total of $credited back to the card the customer paid withi understand your procedure is to confirm this with the customer so we look forward to his response so we can resolve this issue once and for all If there is anything else you need from myself or Smartbox, please don't hesitate to let me knowThank you and have a great day! Revdex.com Case#: [redacted] Customer: [redacted] [redacted] *** [redacted] ** [redacted] [redacted]

[A default letter is provided here which indicates that the business has not responded to you directly If you wish, you may update it before sending it.] Revdex.com: At this time, I have not been contacted by SMARTBOX Portable Storage regarding complaint ID [redacted] Regards, [redacted]

[redacted] I have refunded $to the credit card on file for [redacted] Best Regards, [redacted] ***

***, Thank you for bringing this customers complaint to our attentionWe pride ourselves here, at Smartbox, on our personalized customer care and are sadden to hear this customer believes our service was not up to his standardsThis email is to address the issues the customer
listed in his complaint and to states the resolution that Smartbox will offer the customer. Our business model does require customers to make a full payment 24-hours prior to the delivery of the empty Smartboxes to their initial location and if a number of boxes are not used, we will give the customer a full credit difference for the boxes not used, once verified by the local officeAt this customers initial location in *** **, we used an affiliate company to delivery the containers (Metropolitan Van Lines and Storage) as noted on the customers signed contract. The customer ordered and paid to have containers delivery to him on Thursday, June 25th but there was a mix up at *** and they only delivered one that dayWe worked tirelessly with *** to correct this mistake and also asked the customer what time his movers were coming so that we could have the boxes delivered before they arrivedAs the customer stated, the other containers arrived to his home before or around the time the movers arrived on the morning of Friday, July 26thWhen I spoke with the customer that morning he states the mover were able to load the first container while the other were being unloaded from the truck and there were no financial set backs because of the delay. As the customer stated he also was not awarded locks which we are deeply sorry for and refunded the customer for the locks he had to purchase. The customers delivery in Portland was pushed from Friday, July 3rd to Thursday, July 2nd because of scheduling changes at the local office in PortlandWe notified the customer of this change as soon as we were notified so that he would be able to make changes to his accommodationsUnfortunately his containers were not able to delivered to his home on Thursday, July 2nd, because of a safety concern and the restrictions set by the City of PortlandSince the city closed the road he requested his permits on, the matter is out of our hand because we have to abide all traffic lawsWe suggested to the customer that he asked the city to refund him for the permits since he was unable to use them. The customer states he noticed damage to his containers in which we sent him a claims form and information on how to get in touch with *** *** to start the process for reporting a damaged claim. Desired Settlement:This customer had a unfortunate chain of events to happen while his items were in our care and in order to make sure that each customer walks with a positive experience with Smartbox, we plan to offer him a 10% refund on his moveThat will be a total of $credited back to the card the customer paid withi understand your procedure is to confirm this with the customer so we look forward to his response so we can resolve this issue once and for all. If there is anything else you need from myself or Smartbox, please don't hesitate to let me knowThank you and have a great day! Revdex.com Case#: *** ***Customer: *** ***
*** *** *** ** *** *** **
*** *** *** ***

*** ***
I have refunded $to the credit card on file for *** ***
"">Best Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]Revdex.com:I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]Regards,[redacted]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by SMARTBOX Portable Storage regarding complaint...

ID [redacted].
Regards,
[redacted]

[redacted]
font-family: arial, sans-serif;">I am replying in regards to the very disappointing service provided by our [redacted]
Her box was scheduled to delivered and picked up on 2/21/2015. I communicated to Ms. [redacted] on 2/18/2015, 2/21/2015 and 2/24/2015.Throughout the day, the delivery was pushed back as the local warehouse manager searched for the box. His efforts were fruitless and we communicated to [redacted] that we were searching foe the box. This circumstance is most unusual as we have never lost a box in our system and we were convinced the box was in the warehouse. Ms. [redacted] very helpfully provided a photo of the exterior of the box. We were certain that we were searching for the correct box identification number. She also provided me with a listing of the contents to aid in the search for the box.
On March 2, I communicated that to Ms [redacted] we were continuing our search for the box and I was contacting insurance to provide a valuation for the goods in the box in the event that the box was not located.
The insurance adjuster for the case is [redacted] from [redacted] adjusters. I have not received the valuation of the goods from the adjuster. I personally went to the warehouse with a team and we searched all day Saturdayand Sunday. We removed every box from the warehouse. I am now convinced that the box is not in the warehouse.
I have had the franchisee refund all of the fees associated with this account to the card to which the fees were charged.
I am awaiting the valuation from the insurance agent and Ms [redacted] will be paid for the contents of the box.
I am deeply sorry for the inconvenience and stress and I am bewildered that this happened. We have never lost a box and this event is deeply disturbing.
Best Regards,
[redacted]
[redacted]

[redacted]
I have refunded $75.00 to the credit card on file for [redacted]Best Regards,[redacted]

Revdex.com:
I have reviewed the offer and/or 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.
[Please refer to my highlighted responses written directly in the offer text for details of why you are not satisfied with this resolution.]
Regards,
[redacted] MESSAGE FROM BUSINESS: Timeline of Events: 8/12/16 – Ms [redacted] booked her move from [redacted] – at which point she was forwarded a copy of her contract and her empty units were scheduled for delivery to her home in [redacted] on 8/19/16. 8/17/16 – The credit card provided by the customer was charged $2,645.88 for the total cost of the move. 8/19/16 – 2 SMARTBOX units were delivered to the customer’s home in [redacted] for loading. 8/23/16 – Loaded units were picked up from her home and take to our SMARTBOX location in [redacted] 8/24/16 – 2 loaded units were picked up from warehouse for shipment by freight carrier 8/26/16 – The Long Distance team realized that the 2 units had been routed in error to the SMARTBOX facility in Norfolk, VA, at which point arrangements were made to ensure that the units were rerouted to [redacted] 9/2/16 – Customer contacted Long Distance department for update on unit shipment, and was advised that the rep that she spoke with could not see the info in the freight carrier’s tracking system and asked that the customer call back on Monday for the delivery ETA. 9/6/16 – The customers units arrived in the [redacted] SMARTBOX facility and at the customer’s request were scheduled for redelivery to her home. 9/9/16 – [redacted] SMARTBOX tried to contact customer to confirm redelivery of units on 9/12, but customer’s voicemail was full.I did not receive a call from SMARTBOX. I did, however, receive an email from the local delivery company stating that my boxes would be delivered on 9/12. [redacted] at [redacted] was the contact person, and I spoke to her on the phone to confirm delivery. 9/12/16 – Customer’s units were redelivered to her home in [redacted]. 9/13/16 – Customer contacted SMARTBOX Long Distance department because there was damage to her goods that were in the shipped units. At this point the Long Distance department transit insurance provider [redacted], provided the customer with necessary forms and contact info to file a claim for the damage. 9/14/16 – Local office called customer to confirm pickup of empty units that we scheduled for 9/14/16. They were unable to leave a voicemail because the customer’s vm was full. Pick up appt was moved to 9/15/16[redacted] at [redacted] contacted me by email (attached) stating that they were scheduled to pick up my boxes on 9/15/16. There is no mention that the pick-up was moved because my voicemail was full. In fact, I responded to that message with my understanding that the boxes were indeed supposed to be picked-up on the 14th. Email is attached. 9/15/16 – Empty units were picked up from the customer’s home. With regard to the customer’s complaint that there was no communication with SMARTBOX, the Long Distance representatives communicated with her multiple times during the initial booking and contract execution process. Then during her move Ms [redacted] would have received tracking information multiple times about her unit(s) progress to the final destination via email. Once the unit arrived in [redacted] the Long Distance department contacted the customer to schedule her redelivery. And then our local office was in contact with her to confirm the final mile delivery and pickup.The tracking information I received did not work, which is why I contacted SMARTBOX by phone on 9/2/2016. The service representative also could not track my shipment because the tracking number did not work due to the routing error described by SMARTBOX above. On 9/13/16 the customer contacted our office to advise us that there had been damage to her goods in shipping. At that point the Long Distance department forwarded Ms [redacted] all of the claim forms that needed to be completed and filed with [redacted] International, the 3rd party insurance firm that held the policy for this move. It was then explained to the customer that she would then need to deal directly with [redacted] regarding her claim, who would send out an adjuster to assess damage and determine what settlement would be due. On 1/23/17 the customer emailed the Long Distance Department stating that she had not heard back from the insurance company. This was the first that we had heard that the customer was having trouble getting in touch with [redacted].I did not respond earlier because the SMARTBOX representative told me to deal directly with [redacted] regarding my claim. I could never reach anyone at [redacted] by phone, which is why I reached out to SMARTBOX.I contacted the insurance company today and they said that they had not received any claims from the customer. I am concerned at this late date, more than 4 months after the move was completed, that the insurance company will not cover any damage as it is past the 90 day window to file a claim. We would have been able to intervene on Ms [redacted]’s behalf had she contacted us sooner.A dated screenshot of my submission confirmation to [redacted] is attached.

[redacted], 
 
Thank you for bringing this...

customers complaint to our attention. We pride ourselves here, at Smartbox, on our personalized customer care and are sadden to hear this customer believes our service was not up to his standards. This email is to address the issues the customer listed in his complaint and to states the resolution that Smartbox will offer the customer. 
 
Our business model does require customers to make a full payment 24-48 hours prior to the delivery of the empty Smartboxes to their initial location and if a number of boxes are not used, we will give the customer a full credit difference for the boxes not used, once verified by the local office. At this customers initial location in [redacted], we used an affiliate company to delivery the containers (Metropolitan Van Lines and Storage) as noted on the customers signed contract.
 
The customer ordered and paid to have 4 containers delivery to him on Thursday, June 25th but there was a mix up at [redacted] and they only delivered one that day. We worked tirelessly with [redacted] to correct this mistake and also asked the customer what time his movers were coming so that we could have the boxes delivered before they arrived. As the customer stated, the 3 other containers arrived to his home before or around the time the movers arrived on the morning of Friday, July 26th. When I spoke with the customer that morning he states the mover were able to load the first container while the other 3 were being unloaded from the truck and there were no financial set backs because of the delay.
 
As the customer stated he also was not awarded locks which we are deeply sorry for and refunded the customer for the locks he had to purchase. 
 
The customers delivery in Portland was pushed from Friday, July 3rd to Thursday, July 2nd because of scheduling changes at the local office in Portland. We notified the customer of this change as soon as we were notified so that he would be able to make changes to his accommodations. Unfortunately his containers were not able to delivered to his home on Thursday, July 2nd, because of a safety concern and the restrictions set by the City of Portland. Since the city closed the road he requested his permits on, the matter is out of our hand because we have to abide all traffic laws. We suggested to the customer that he asked the city to refund him for the permits since he was unable to use them. 
 
The customer states he noticed damage to his containers in which we sent him a claims form and information on how to get in touch with [redacted] to start the process for reporting a damaged claim. 
 
Desired Settlement:
This customer had a unfortunate chain of events to happen while his items were in our care and in order to make sure that each customer walks with a positive experience with Smartbox, we plan to offer him a 10% refund on his move. That will be a total of $310 credited back to the card the customer paid with. I understand your procedure is to confirm this with the customer so we look forward to his response so we can resolve this issue once and for all. 
 
If there is anything else you need from myself or Smartbox, please don't hesitate to let me know. Thank you and have a great day!
 
Revdex.com Case#: [redacted]
Customer: [redacted]
 
 
 
[redacted] ** [redacted]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by SMARTBOX Portable Storage regarding complaint ID...

[redacted].
Regards,
[redacted]

Review: Smartbox pod storage company lost my pod with all of my belongings in it. This was realized by the company on 2/21/15. I had many other issues with them prior to this and wrote an email complaining. I also am pretty sure I never signed a lease. When I asked for a copy of my lease, they provided me with one that was dated for August/September 2014 when I began my service, yet it has my current address on it (I just moved in 4 weeks ago to an apartment complex). Obviously this lease is not accurate (fraud!). When I asked for the actual copy of the lease, the corporate person told me that it was the original copy and there was no other. Conveniently, the online lease link envelope was "closed" by Smartbox on 2/17/15 which is when I sent my email inquiring about a lease. Additionally, they promised to refund me storage fees, which has not happened yet. I still do not have my pod, 3+ weeks later. Insurance was contacted by them on 3/2/15. I did not hear from the representative from 3/2/15 until today (3/17/15). He was "out of office" for a week without alerting us and did not provide us with another contact to talk to. He has still not given me a plan of action. I don't feel that this company is being diligent about searching for my box or giving me a plan of action for how they plan to correct the situation. They are taking their time and do not care to have good customer service. To top it off, on Friday, the company charged me for another month of storage. This problem was fixed promptly; however, I believe it is a testament to how disorganized and ridiculous the company is.

These are just the big issues. All details would not fit within character limit. Please contact me for additional information.Desired Settlement: I want my storage pod back in a timely fashion and a refund of my storage fees. If the quick return of my box is not possible, I expect compensation for the items in my storage pod for replacement, along with funds for convenience to cover needing to repurchase items (gas, time, different items), etc.

Business

Response:

[redacted]

Review: I was overcharged for the service by 75 dollars. My contract states the price for the move was $1709, but I was charged $1784. The company has acknowledged they initially overcharged me but has failed to refund the extra charge.Desired Settlement: I would like the extra $75 charge refunded.

Business

Response:

[redacted]

Review: I used Smartbox Long Distance for a recent move from California to Oregon. First of all, they made the customer pay up front, which I found unusual. I ordered four boxes for my move, their deal was if you used less boxes than ordered you would be credited. The trouble started on the day of delivery when I was to receive all four boxes, instead only one came, which meant that I was short three prior to the movers arriving the next morning. The three boxes arrived the next morning at the same time the movers arrived, and by the time the boxes were unloaded the movers were already on the clock. Once the boxes were loaded, and the driver arrived for pickup, there were no padlock which were supposed to be provided by Smartbox, instead, I had to run to the store and purchase locks (which the company did refund). The boxes were slated to be unloaded on Friday, July 3rd as per the contract, but they needed to move the date up to the 2nd, which saw a rescheduling of movers and time off work, and updated parking permit. The day of the move, the driver would not unload the boxes due to a partial road closure which forced traffic to get by through the reserved parking spot, so instead of having boxes in front of my apartment, I had to rent a [redacted] truck and retrieve my furniture from a warehouse across town, and my mover had lost most of his crew for the day, so I ended up being a mover due to this situation. Most furniture was damaged, the boxes were shoddy, one even had wood planks falling off, and the lock latches were bent and hard to lock. I have sent a correspondence to the department, which I received a response, but two follow up emails, and I haven't heard a word back. What was supposed to be a smooth move ended up being a disasterous and expensive experience. Lesson learned, never use any moving service that makes you pay up front.Desired Settlement: I feel there should be some kind of compensation for this experience, either a full or partial refund. They did have a contract at the time of the reservation, and I feel they failed to follow it in different areas, which I noted in my complaint.

Business

Response:

[redacted],