ComplaintsforCool Box Portable Storage

• Initial Complaint

  11/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In October 2022 I was notified that cool box in ventura was moving to Arizonia and I had to return or purchase the unit.I was also notified I was behind in payments.I immediately mailed the payment to the location I rented from After 6 weeks check was not cashed it was returned as a bad address.Once agian I contacted the call center and was told I should not have sent a payment to that address,and I would still be billed even though I opted to purchase the unit.The customer service Rep "Terry" ignored all my messages and communication to purchase the unit and scheduled a repo for 11/28/2022. I have all my e mails and communication between Terry and myself confirming my commitment to purchase by the deadline of Dec 1st.I was told she had no supervisor,I am being charged for months of rent,which should have gone to the purchase.And now she scheduled a repo.This is a shady company and needs to be looked into

• Initial Complaint

  12/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We moved out of our home on October 8th 2021. We had decided to use Cool Box Storage unit because they offered the ability to drop the storage unit off at our home, come get it, and store it for us at their facility until he had found a home to purchase. Their website advertised a “safe and secure location” for our possessions to be stored at. On Tuesday, November 2nd, we got a call from Cool Box telling us that our storage unit had been broken into and things taken. They said they had filed a police report and that they believed it happened over Halloween weekend. We went up to the facility on Tuesday right after we got the phone call and we were SHOCKED to see what we saw there. Our unit was basically stored in a junk yard. They claimed our unit was the only one broken into that weekend, but after walking around we saw many units broken into with items thrown all over the ground. I asked the man there about the other units and he said those were from a couple months ago. I asked him if this is a regular occurrence and he said it was. He told us that there is a huge hole in the fence to the south of the “facility” that people come in through and also a huge gap at the bottom of the fence on the west side. I asked why we were not made aware of this issue prior to storing our unit there and he had no answer for me. We asked him about cameras and he said “well we have them up there but my company won’t get me a monitor so I have no way to view the footage”. The other units that were broken into were directly in line with ours. I said “it looks like they break into these in this line, it almost looks like you put ours here to be the next victim” and he got very defensive. I asked him if he would keep his belongings there and he told me no. Then I told him “it really seems like you all are setting these here to be broken into”and he had no response. I don’t want others to fall victim We’re out thousands of dollars and full of heartbreak for our sentimental belongings.

• Initial Complaint

  09/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I noticed a bill in my main account for cool box storage (normally $50) for 298+ dollars, after looking in my bank account-IT WASNT THE 1ST TIME THEY HAD DONE IT! I called cool box to let them know they were stealing money from me. During investigation it turns they had been charging a 20% "insurance" I had originally declined. They rude receptionist said I was sent an email, to a defunct address from a former administration and the no response was considered a positive answer. I informed her that received no such noticed and I had originally declined the service. She then declined to refund the 26% surcharge they have been adding a month for a 10 months now. All told their glitch has cost me The rude receptionists said it was my responsibly "as an adult" to give them updated information. I ask a simple question - how do you think you got my billing information? To this a I got an "I am done arguing with you" and a terminated line connection. 10×16 160 298.40 x2)-100 496 =656

  Business response

  09/27/2021

  Our apologies as we had a system malfunction. Customer has been refunded $490.07 as the system did glitch and bring his rental rate up to the standard rental rate. His rate has been changed back to its normal rate.  Tell us why here...

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my CoolBox picked up on Aug 2 (just over 2 weeks ago) from Tucson en route to Dallas. I was told it would definitely be in Dallas by Fri Aug 13 so I could empty it out with the help of a 1-day moving crew. It was not, and I had to cancel the moving crew. Next I was told it would be expedited and be there by Mon Aug 16. On Wed Aug 18 (today), I attempted to empty it again with the third-party moving crew and was told it was still en route and won't arrive until Fri Aug 20, leading to a second cancellation. At the time of writing, I still don't have my stuff and have had to pay over $500 in hotel + cancellation fees. Also, I have been offered $0 in compensation for all this. I would not use this company again. The only positive I will mention is their customer service rep ****** has been kind and responsive. Unfortunately, though, that's not what I will remember.

  Business response

  08/19/2021

  Not sure I understand as Mr. ***** container arrived in Dallas on Saturday 8/14/2021 and he has a site visit set up for today 8/19/2021 to get into the container. Not sure why he did not access on Monday 8/16/2021.Tell us why here...

  Customer response

  08/19/2021

  I don't know what day my CoolBox truly arrived in Dallas, but I can show you what I was told. I attached the email conversations as PDFs.

   

  Me (Jul 23, email): "Okay, then I will stick with the dates of pick-up in Tucson on Aug 2 and having a moving crew show up to the facility on Aug 13. Thanks!"

  Me (Aug 12, email): "Are you able to confirm that my CoolBox successfully made it to the facility in Dallas? On Aug 13 I plan to unload it."

  CoolBox rep (Aug 12, email): "I just checked with my dispatch who handles the freights. I regret to inform you that the unit is still sitting here in Tucson. I have escalated this as a priority but do not have additional information right at this time."

  CoolBox rep (Aug 12, email, later that day): "Afternoon *****, I have confirmation that the unit will be in Dallas on Monday [Aug 16]"

  Me (Aug 15, email): "I rescheduled my moving crew to empty out the CoolBox on Wednesday Aug 18 sometime between 1-4pm, so consider this my notice."

  CoolBox rep (Aug 16, email): "Ok, thank you."

  Me (Aug 17, email): "Do we have confirmation that the unit is now in Dallas? It was expected to arrive on Monday [Aug 16]"

  Me (Aug 17, phone conversation with 1-888-943-8266 at 11:18am CST): I don't have an exact quote for this one since I don't have access to your phone records, but in this conversation a different CoolBox rep from the one I had been talking with over email clearly tells me that the CoolBox has not yet arrived in Dallas and that it is expected to arrive on Fri Aug 20.

  CoolBox rep (Aug 18, email): "Your unit is in Dallas, I am sorry that I was unable to take your call to confirm. I have scheduled the vacate for tomorrow [Aug 19], it will be out as early as 6:30 AM. My driver did confirm the unit it there and that it will need pulled out tomorrow morning. Again, I am terribly sorry for the delays and bad communication."

  Me (Aug 18, email): "Okay. We plan to be out there tomorrow Thu Aug 19 sometime between 12:30 - 3pm."

   

  I just finished successfully vacating the unit today (Aug 19).

  Business response

  08/20/2021

  I called MR ***** yesterday and left him a voice mail so that we could talk. I am waiting his call. Not disputing what he said, after my internal investigation I was hoping to speak with him.Tell us why here...

  Customer response

  09/16/2021

  In the voicemail left on my phone, CoolBox provided a callback number that wasn't even a direct line. The number is just their general customer service number. Despite this, I attempted to call it twice. The first time I couldn't even get through because I selected an option that just results in termination of the call. The second time I did get through to a representative and she said that she would let the vice-president know that I gave him a call. This was last week I believe, and I have not heard back. My phone records only show 1 attempt for CoolBox to contact me over the past 4 weeks.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩