Complaints

This profile includes complaints for Conexwest's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Conexwest

  2100 Engineer Rd Oakland, CA 94607

• 

  Conexwest

  801 Avenue H San Francisco, CA 94130

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I utilized Conexwest to rent a 20ft storage container with a monthly fee for use during home renovations. I setup payments using a credit card and auto pay upon invoicing. In early November 2024 we no longer needed the container and on Nov. 12 I submitted the request to have the container picked up. Based on the documentation provided the pickup would occur within a 30 day window. That window passed with no contact from Conexwest. After which I began sending emails for updates on the pickup scheduling, with no response, and I continued to be invoiced for the rental. On Dec. 31 2024 after contacting them by phone I was finally able to speak with someone who acknowledged they had exceeded the window of pickup, and assured me pickup would happen soon and that I would no longer be invoiced. In addition, I was told I would be credited for the payments I made since requesting pickup. None of that happened, and I began again sending emails for update. Finally after more than 60 days since requesting pickup, I was contacted by email to schedule pickup and a date and time was agreed upon. They never showed up for the pickup, and no rescheduling has been made. The end of this month I was again invoiced for the rental. My most current email and phone call have not been returned, and it has now been almost 80 days since I requested pickup and I assume I am still being charged. I am frustrated by the lack of communication and disregard to their contract terms, but to add insult I continue to be invoiced.

  Business Response

  Date: 02/10/2025

  We sincerely apologize for the inconvenience and frustration you have experienced regarding the pickup of your rented storage container and the associated billing concerns. We understand that this situation has caused undue stress, and we take your concerns very seriously.
  After reviewing your account, we acknowledge that the pickup request made on November 12, 2024, was not completed within the expected 30-day window. Additionally, the lack of communication and the continued invoicing after your request was a failure on our part, and we regret the oversight.
  To resolve this matter promptly, we are taking the following actions:
  Immediate Pickup Rescheduling We will prioritize your container pickup and ensure it is scheduled at the earliest possible date. Our dispatch team will contact you within 24 hours to confirm the details.
  Billing Adjustments & Credits We will review all charges incurred since your initial pickup request and apply appropriate credits to your account. If any payments were made beyond the justified rental period, we will issue a refund accordingly.
  Improved Communication We understand that the lack of timely responses added to your frustration. We are addressing internal processes to prevent delays in customer communication and service fulfillment.
  We deeply regret the inconvenience this has caused and appreciate your patience as we work to resolve the issue. A dedicated representative will follow up with you directly to ensure this matter is fully addressed to your satisfaction.
  If you have any further concerns, please feel free to contact us at [your direct contact information]. Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.
  Sincerely,
  Customer Support Team

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 24th, ************ was amount paid Delivery date of January 2nd, January 4th at the latest.Talked to Safi new delivery date no later then the 12th.Order a plain used storage container nothing fancy.On the 2nd of January I received no call about delivery not coming nor could I get a hold of anyone. January 3rd spoke with Safi, he stated that the production team was still working on my container. New delivery date January 8th as the latest. January 8th talked to Safi again. Still no delivery. Was told i would have a call back after he checked with production team for an exact eta. January 14th after no response called Safi back, he stated that production team was holding up everything and that his delivery team was ready and waiting on production and to call *******. Called *******. No answer and no call back. Wrote an email, he responded "We ran into an issue at the depot and this will be solved within this week. I apologize for this delay and the inconvenience that might have caused you". Still no Eta, don't have any extra money to buy another as my money is tied up in the one I purchased and was promised a January 4th delivery. I need to move and pack my belongings

  Business Response

  Date: 01/24/2025

  Dear Mr. ******************** you for sharing your concerns, and I apologize sincerely for the challenges you have encountered during this process. We understand how frustrating and inconvenient this situation has been for you.
  We regret the repeated delays and the lack of communication surrounding the delivery of your container. Our intention was never to cause such distress, and we take full responsibility for not meeting the promised delivery timeline or keeping you adequately updated.
  After reviewing your case, we understand that the initial delivery date of January 2nd was missed and that multiple subsequent dates were not fulfilled. We also acknowledge that communication from our team did not meet your expectations, and for that, we apologize.
  To resolve this matter, we are taking the following steps:
  Your case has been escalated to senior management to ensure it is handled as a priority.
  We are conducting an internal review of the delays with the production and delivery teams to address the root cause of these issues.
  Our customer care team will contact you directly within *************************************************** finalize the next steps, including processing a refund if that is your preferred solution.
  We deeply regret the inconvenience caused and appreciate your patience while we work diligently to make this right. You may also reach our customer care department directly at [Insert Dedicated Phone Number] or via email at [Insert Email], and we will ensure your concerns are prioritized.
  Sincerely, ****************

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid in full for a container to be delivered by 12/30/24. After paying I received an email asking the latest possible date to receive, strange red flag. I stated I had a contractor scheduled to begin work on January 2. It has been two weeks and they have ignored my many calls and emails. I just want some honesty. The silent treatment is worrying me that I was scammed and need to seek help getting my money back.

  Business Response

  Date: 01/24/2025

  Dear ****,
  Thank you for bringing this matter to our attention. We sincerely regret the distress this situation has caused and want to clarify that it appears you may have inadvertently purchased a container from a fraudulent source impersonating our company.
  Unfortunately, there have been instances of scammers misrepresenting our business to defraud customers. Based on the details in your complaint, we believe this might be the case. Please rest assured that we take this issue very seriously and are committed to assisting you in resolving this matter.
  We encourage you to contact our team directly so we can verify your purchase details and provide guidance on how to proceed. You can reach us at [Insert Phone Number] or via email at [Insert Email].
  Additionally, we recommend contacting your payment provider or financial institution to report the fraudulent transaction and inquire about potential recourse.
  We deeply sympathize with your situation and are here to support you in any way we can. Please dont hesitate to reach out for further clarification or assistance.
  Sincerely,
  Customer Service
  ************

• Initial Complaint

  Date:12/04/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 9-12-24 Date of delivery invoiced: easiest 9-16-24 latest 11-15-24 and expect 11-18-24. Amount paid in full: $17435, included shipping/delivery of unit. Unit: 20 refurbished standard refrigerated container, low temp 220v 1ph 50amp. Been trying to call/email with no response or guarantee of delivery date. Been trying to get in touch with management and no one will respond. Have been told no *** even past expected delivery date. Sale order number: so-****** Reference number: qt-****** Would like a specific date of delivery. And/or full money back. Have started a meat business and have lost money and business/cant generate revenue without this unit that I have paid a lot for.

  Business Response

  Date: 12/06/2024

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced regarding the delay in the delivery of your refurbished refrigerated container.
  We understand how critical this unit is to your business and regret any disruption this has caused. Upon reviewing your order (Sale Order Number: SO-******, Reference Number: QT-******), we acknowledge that the expected delivery timeline has not been met, and communication has fallen short of your expectations.
  Currently, we are working with our team to resolve the delay and provide you with an accurate and specific delivery date. We are also assessing all options to expedite the process to minimize further impact on your business.
  If you prefer a full refund instead of waiting for the delivery, we are prepared to process it promptly. Please confirm your preference, and we will ensure it is addressed without further delay.
  Your trust is important to us, and we are committed to resolving this issue to your satisfaction. A member of our management team will contact you within the next ***** hours to provide further updates. If you need immediate assistance, please reach out to us directly.
  Thank you for your patience and understanding. We appreciate your business and are committed to making this right.

  Customer Answer

  Date: 12/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with ********************* 06/17/2024 and inquired about a shipping container purchase. After all my questions were answered, including when it would be delivered, he stated they were "7-10 days out on deliveries," I purchased the shipping container and paid in full the amount of *****. The shipping container has not been delivered as of 07/01/2024. The invoice states latest delivery date was 06/28/2024. I have called *****, he says he'll call me back, he doesn't. I have called the sales department, the dispatch department, they say they'll look into it and call me back but do not. I want my money back, which I tried to do over the phone with **** or ****, she didn't repeat her name, ext 121, but I was placed on a long hold and eventually hung up on. I Will have to dispute with our credit card company. This business should not be legally operating. This is a scam.if I've ever seen one.

  Business Response

  Date: 07/12/2024

  Hello, we will check your case and let you know what can be done.

• Initial Complaint

  Date:04/26/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order to purchase a conex container from Conexwest back in March. I wanted this conex delivered to my daughters house at **************************************************. I was told there was one available to meet my requirements. I placed an order with their Dispatcher and was required to PAY IN FULL prior to scheduling the delivery. I have attached the paid invoice, #***** in the amount of $2,862. After delivery, I am now continuing to receive an invoice, #****** for $243.26. After many calls to their ******************************* they are claiming that this is Sales Tax due. I have attempted to resolve this matter with them but to no resolution. If I was required to PAY IN FULL prior to delivery, then I paid the FULL amount due. I do not feel that I owe this amount since I was quoted an amount AND PAID that amount, prior to delivery. I want this additional invoice credited off of my account and my balance brought to-0-.

  Business Response

  Date: 04/26/2024

  Dear *******,
  Thank you for contacting Conexwest **************** regarding invoice #****** for $243.26. I understand your frustration about receiving this invoice after you paid in full for your conex container (invoice #*****) in March.
  I apologize for any confusion this may have caused. While Conexwest collects payment upfront for the container itself, sales tax is calculated and collected based on the delivery location. In this case, the sales tax for delivery to *********, **, likely wasn't included in the initial invoice.
  I understand you want a clear picture of all costs involved. Unfortunately, state and local sales tax regulations are outside of Conexwest's control. We recommend contacting your local tax authority for any questions regarding the sales tax applicable to your purchase.
  However, to help resolve this matter, I can offer the following:
  Confirm the sales tax amount: I can verify the breakdown of the $243.26 to ensure it reflects the accurate sales tax for your delivery location.
  Payment options: We can discuss flexible payment options for this invoice if that would be helpful.
  Please let me know if you'd like me to confirm the tax breakdown or discuss payment options. We appreciate your business and want to ensure a smooth resolution to this matter.
  Sincerely,
  Conexwest **************** Representative

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21629026
  
  I am rejecting this response because:  Never was it explained to me that there might be other charges involved. The person taking my order KNEW the destination or delivery location when I placed and PAID IN FULL for the Conex. I was NEVER informed that there would any additional charges related to this purchase. This is very deceptive business practices. Their ****************************** needs to be more transparent and above board along with their **************** Representatives. A customer should have the Total Cost presented to them to make an informed, intelligent decision to purchase. I refuse to pay the additional invoice based upon the deceptive presentation of it after the fact. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/30/2024

  Dear ****************,
  Thank you for contacting us and for bringing this matter to our attention. I understand your frustration regarding the unexpected sales tax invoice for your Conex unit.
  We sincerely apologize that the possibility of additional tax charges was not explained at the time of your purchase. Our goal is to provide complete transparency throughout the buying process, and it's clear we fell short in this instance.
  While we cannot alter the final invoice amount, I can explain the situation further. In some cases, depending on your location and the final destination of the Conex, the sale *** be reported as non-tax-collectable by our system. This means we are unable to collect sales tax upfront. However, your state *** still require you to pay "use tax" directly to them.
  I understand this can be frustrating, and we are always working to improve our communication with customers. To prevent similar situations in the future, we are reviewing our sales process to ensure all potential tax implications are discussed upfront.
  Unfortunately, under these circumstances, we cannot waive the additional tax invoice. However, I can offer you the following options:
  We can provide you with detailed information on how to contact your state's ********** of ******* to file your use tax.
  If you would like to discuss alternative solutions, please let us know your options.
  We value your business and apologize for any inconvenience caused. Please let us know how you would like to proceed.
  Sincerely,
  Customer Service

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21629026
  
  I am rejecting this response because:

  They purposely deceived me by telling me that what I was paying for delivery of my item was TOTAL PRICE. If there was Sales Tax that needed to be added, then why did the customer service person tell me this was the Total price. I truly believe that this business needs to absorb this amount due, bring my account to a zero balance and we will both move forward. 
  If I were to purchase this product, or any product, in a retail establishment the price given is the Total amount due. 
  Why would the Sales Tax be collected at a different time when the destination is given at the time of purchase. Failure to disclose that information is Deceptive Sales Practice. 
  I dont believe the way this transaction was handled was fair and transparent business practices. 
  Thank you. 
  ************************;
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/07/2024

  Hi, let us check what we can do on our end. We may possibly waive any additional tax bill.

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  As long as the additional invoice (tax bill) is to be waived and cleared from my account permanently. 
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/17/2024

  I would like my case reopened because I believe my invoice has not been credited to zero as indicated by the company response. If they in fact have already processed my account balance to zero, please have them forward to me a Paid in Full invoice please for my records. Thank you. 

  ************************;

  Business Response

  Date: 05/20/2024

  Hi, let us check what we can do on our end. We may possibly waive any additional tax bill.
  

  Customer Answer

  Date: 05/31/2024

  I was out of town for the holiday weekend at a graduation and did not get that response from Conexwest in time to respond. In the meantime, they continue to send me a past due invoice wanting me to pay the entire balance. I do not see that they have made an effort to remove the invoice as previously stated. How do I move forward with this matter?

  Thank you. 

  *************************

  Business Response

  Date: 05/31/2024

  Hi, let us check what we can do on our end. We may possibly waive any additional tax bill.
  
  

  Customer Answer

  Date: 06/02/2024

   
  Complaint: 21629026
  
  I am rejecting this response because:
  This is the response I received last time from Conexwest but nothing was ever done to resolve this matter. I would like the Tax Invoice removed from my record and my account brought to-0- due. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called conexwest to cancel our rental on February 13th 2024 which should stop all further charges. They charged ** on 2-14-2023 and charged again on march 8 2024. If we have to have the unit cleaned out and ready to be picked up and not be able to use it why should we be being charged.

  Business Response

  Date: 03/08/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused by the unexpected charges following your cancellation request on February 13th, 2024.
  Upon reviewing your account, we acknowledge that there was an oversight in processing your cancellation request, resulting in charges being applied after the specified cancellation date. Please be assured that this was not our intention, and we understand your frustration.
  We have taken immediate action to rectify this situation. The charges applied on February 14th, 2023, and March 8th, 2024, will be promptly refunded to your account. Additionally, any further charges related to the rental unit will be halted immediately. Please contact us with your account details.
  Regarding your inquiry about being charged despite not using the unit, we understand your concern. Please know that our rental terms and conditions outline the billing cycle, which may extend beyond the cancellation date to cover any pending services or outstanding fees. However, we acknowledge that in this instance, clarity was lacking, and we apologize for any confusion caused.
  In terms of the unit cleanup and readiness for pickup, we appreciate your cooperation in ensuring that the unit is prepared accordingly. Should you require any assistance or guidance regarding this matter, please do not hesitate to reach out to our customer support team.
  Once again, we sincerely apologize for the inconvenience and misunderstanding. We value your business and aim to provide a seamless experience for all our customers. Your feedback is invaluable in helping us improve our services.
  If you have any further questions or concerns, please feel free to contact us directly. We are here to assist you every step of the way.
  Thank you for your understanding and patience in this matter.
  Warm regards,
  Conexwest

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21403985
  
  I am rejecting this response because:
  You tried to pick up the container after the *********************************************************** I told him it was muddy up to **********. You guys decide to pick up during a rainy day. And then say its not able to be picked up and try and charge me $199 for it. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/12/2024

  Thank you for reaching out, *******. We apologize for the inconvenience you've experienced. To ensure we address your concern appropriately, could you please let us know what resolution you would prefer for this situation?