ComplaintsforSpareBox Management Company LLC

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had reoccurring payments set up on my online account. I found out recently that I'm two months behind. My address changed so I never received notice. I was told I got numerous calls but my phone SIM was hacked during a home robbery. I was unaware of this for quite a while. When I finally received a message, I called and told them about the robbery and my savings being stolen along with my security safe. I was told I had a large balance. I offered them the police report number and detectives name and contact information in order to provide proof of stolen funds in an attempt to ask they show leniency. I thought this was the least they could do Because I had to spend $800 to rearrange my moving arrangements because the gate malfunctioned. I have also had my unit broken into. I asked for a credit at that time, but was refused. Every time I've spoken to customer service I've been treated in a rude manner. As far as what I have had to pay to make up for their mistakes (that they were unapologetic for) I think the right thing to do is to make me current on my payments. I would be willing to set up a new auto pay.My police report is with ***************** in ***** and I'm happy to provide the details of my case.

  Business response

  05/29/2024

  Hey *****,

  Thank you for providing further details regarding your situation. We are sorry to hear about the difficulties you have faced, and we appreciate your patience as we work to address your concerns.

  Regarding your recent message, we understand the serious nature of the robbery you experienced and the subsequent financial strain it has caused. We appreciate you offering the police report number and the detective's contact information as proof of the stolen funds.

  Upon reviewing our records, we found no reports of break-ins or damages to your unit's latch or padlocks that were brought to our customer service team's attention. However, we do acknowledge that the gate was down for a week, which impacted your moving arrangements. We regret that we were unable to facilitate the credit you requested at that time.

  We sincerely apologize if you felt that our customer service team has been rude during your interactions. This is not the standard of service we strive to provide, and we will address this internally to ensure better experiences in the future.

  While we understand the significant impact of these events, we are willing to work with you to help alleviate some of the financial burden. As a gesture of goodwill, we can waive some of the fees on your account to reduce your balance. This way, you will only need to pay the remaining difference.

  Additionally, here are some steps we can take to further assist you:

  1.Settlement Plan: We can work with you to set up a payment plan that fits your current financial situation, allowing you to pay off the remaining balance over time rather than all at once.
  2.Setting Up Auto Pay: We can assist you in setting up a new auto pay arrangement to ensure future payments are made seamlessly and avoid similar issues moving forward.

  Please let us know if you would like to proceed with waiving some of the fees, setting up a settlement plan, or auto pay. You can reach our customer support team at ************ or reply to this email for further assistance.

  Thank you for your understanding and cooperation.

  Best regards,

  *********************
  Customer Service Manager
  **********************

  Customer response

  06/04/2024

   
  Complaint: 21765525
  
  I am rejecting this response because:
  
  appreciate your willingness to address my concerns, but I find it extremely concerning this location would give you false information in an attempt to cover up their negligence. As I mentioned, their inconvenience due to the gate wound up costing me almost $800. They were completely unapologetic and unwilling to help me then. The way I've been treated and the location in question is why I'm not satisfied with only some fees being reversed. I was told in order to avoid everything I own being sold in just a couple of weeks, I have to pay them $325. In that conversation I was also told in addition to my unit, I've been paying for a parking spot I never signed up for. It has never been used. These are all reasons I feel it is more than fair I ask for my account to be considered up to date. If this is impossible for whatever reason, I'd like to pursue filing a claim to hold them accountable for the full amount I spent out of my pocket.

   

  Sincerely,
  
  ***************************

  Customer response

  06/10/2024

  Tell us why here...

  Hi, the gate was broken in the beginning of October. I'm not sure of the dates, but the representative confirmed it was down for a week. I am not sure when my unit was broken into. I assume it was around March 14th when someone from the facility alerted me they found it that way. They denied that it happened when asked about it recently. I hope this helps. Thanks.

  Business response

  06/13/2024

  Hey *****,

  Thanks for reaching out and providing the necessary details.

  As a courtesy, we are able to waive some of the fees associated with this incident. Please give us a call at ************  at your earliest convenience, and we will be happy to assist you further.

  Thank you for your understanding and cooperation.
  

  Best regards,

  *********************
  Customer Service Manager
  SpareBox Storage

  Customer response

  06/13/2024

   
  Complaint: 21765525
  
  I am rejecting this response because:
  
  All of my questions and concerns were ignored.

  One of which was that if they're unwilling to be fair I would like to know how to go about filing a claim for full compensation for my out of pocket expenses incurred due to their broken gate.

  
  Sincerely,
  
  ***************************

  Business response

  06/28/2024

  Hey *****,

  Thanks for your feedback!

  Our customer service team has arranged for a lesser payment to be made on the unit that was forfeited, and our settlement option was chosen instead.

  As per our settlement policy, you have three (3) days to vacate the unit completely. Upon reviewing your account, your items are still in the unit after nine (9) days, and we've willingly extended your move-out period further to this weekend. Please make every necessary effort to have your items removed from the settled unit.

  Please give us a call at ************ to let us know when you've vacated the unit completely.

  Best regards,

  *********************
  Customer Service Manager
  **********************

  Customer response

  07/02/2024

   
  Complaint: 21765525
  
  I am rejecting this response because:
  
  Your information is incorrect and once again my (repeated) questions have been ignored. I am moved out. I'm told the unit is occupied by a new customer of yours who was supposed to be contacted by the property manager in order to discuss the mix up. But it seems that like me, that promise was ignored. I was shocked to discover multiple items missing from my unit, which despite what they deny now, was broken into per an employee who reached out to me months ago in order to give me my new lock combination (which I learned later was incorrect). Now I have to file an insurance claim, while still waiting for the guidance I've repeatedly asked for in order to receive reimbursement of approximately $800 the company caused me to spend to accommodate the malfunctioning gate. I'll remind you when I asked for my fee to be waved that month, all I got was an "apology" from a rude agent clearly reading from a script before claiming there were "no supervisors available at this time". But all should be forgiven because your company offered to "wave some of the late fees" on the amount they knew I couldn't pay to keep my belongings? Is that what you're saying? Is that the fair and appropriate response? Is that the way you're told to treat customers who have been repeatedly inconvenienced by your company's mishaps? 
  

   

  Sincerely,
  
  ***************************

  Business response

  07/12/2024

  Hi *****,

  Looking back at our records, we can confirm a large request was demanded for the short time span the gate was being worked on while you were renting unit L11. We can confirm that you moved out of this unit in November of 2023.

  Our field team was surprised to find your items in the unrented unit L11 back in February 2024, which caused discrepancies in our records. As such, this created confusion regarding the unit's status.

  We can confirm that unit L11 has since been rented out, and numerous mails, emails, SMS, and calls were made to notify you each month about the balance owed on your account.

  Regarding your unit being broken into, we suggest reaching out to our customer service team, who will be able to guide you on how to submit a claim for any missing items.

  Lastly, we provided the courtesy of waiving some fees and additional support after you informed us on May 22, 2024, that someone was supposed to be handling the payment on your behalf, which unfortunately was not fulfilled.

  We value your feedback and are committed to improving our service. Please let us know how we can further assist you.

  Sincerely,

  *********************
  Customer Service Manager
  **********************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The business has not sent any correspondence this month, the month of May. Until this morning when I received a phone call. My account is on auto payment and I never received anything saying there was something wrong. Supposedly there's only one supervisor for their entire call center, which as a consumer who has worked customer service is a flat out lie. I want to speak to an actual manager and get this figured out because everyone from their call center is rude and disrespectful and refuses to let the customer speak. No where did it say anything about fees, and it is not my fault that I have not been receiving emails when I had emails from them last month. Their practices are shady at best for helping customers and none of what I have dealt with today is okay in any circumstance.

  Business response

  05/20/2024

  Dear ********,

  Thank you for taking the time to discuss your concerns with me during our recent call. I appreciate your patience and understanding.
  As we discussed, I have already escalated the matter to our IT team to investigate why you did not receive an email from us in May. Rest assured, we are actively working to identify and address any issues that *** have caused this communication gap.

  Additionally, I have applied a credit to your account for next month as a gesture of goodwill. We value your business and want to ensure that you have a positive experience moving forward.

  Should you encounter any further issues or have any other questions, please feel free to contact me directly. I am committed to resolving any issues promptly and ensuring your satisfaction.
  Thank you for your continued trust in our services.

  Sincerely,
  *******************************
  Customer Service Manager

  Customer response

  05/21/2024

  I've spoken to someone from corporate and it has been resolved. 

• Initial Complaint

  05/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a unit with Spare Box Storage in ******************. My payment is set up to automatically draft out of my checking account. Twice now they say they cant locate the *** account and charge me late fees. They successfully bill my account so I dont understand how they cant locate the *** account. Dealing with customer service is terrible they say you have to wait for a call back.

  Business response

  05/21/2024

  Hey *******,

  Thank you for your continued service with us, and we sincerely apologize for the payment issues you've been experiencing.

  We're still investigating the discrepancies in our payment system that prevented locating your checking account payment for the month of May. Upon reviewing your account, we noticed you've made the payment. We are willing to credit back the late fees you paid. Please let us know if you would accept this offer.

  Additionally, we apologize for the poor experience with our customer service department. Your issue pertains to the accounting section, and therefore, it was escalated for a deeper review to provide a resolution.

  Please give us a call at ************ so we can confirm and reset your checking information on your account.

  Best regards,

  *********************
  Customer Service Manager
  **********************

  Customer response

  05/21/2024

   
  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.
  

  i wish to have my late fees removed. As I am not confident that billing will occur as it should via my bank account, I will make payments myself monthly to ensure no additional issues. 

  Sincerely,
  
  *********************************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went to website after receiving notification on the 4/30/2024 after hours to make a payment on the website, looked like it processed the payment. Received a text notification that a lien was placed on my unit a few days later. Got the attached message when I tried to make the payment again days after the initial payment? Now they charge a full month up from with a 145 dollar lien fee because their payment processing system is not working. This seems like a scam!

  Business response

  05/08/2024

  Hey *****,

  Thank you for your continued patronage with SpareBox Storage. I want to extend my sincerest apologies for the inconvenience and frustration you experienced regarding your recent payment attempt and the subsequent lien notification.

  Upon reviewing your account and the information provided, we acknowledge the discrepancy and are committed to resolving it promptly. We'll be more than willing to credit the extra fees paid of $135 back to your account due to this discrepancy.

  Regarding your concerns about fraudulent activity, please rest assured that Spare Box operates with integrity and transparency, adhering to all legal and regulatory requirements. We take allegations of this nature very seriously and are dedicated to addressing any issues or irregularities promptly. If you have any specific information or evidence to support your concerns, we urge you to share them with us promptly.

  Moving forward, we are committed to resolving the issues with your account promptly and satisfactorily. We look forward to your response and appreciate your patience and understanding as we work to address this matter.

  Warm regards,

  *********************
  Customer Support Manager
  **********************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have had a storage unit several years, the facility has been sold two or three times, I have consistently paid the bill on time. They are currently trying to force everyone to use automatic payments, but this is difficult when one is on a fixed income I have been paying them, sometimes with online per bank card sometimes phone. I now am currently an Unemployed disabled Veteran. The cost on this same unit has increased several times and now being unemployed I am not able to afford the storage unit any longer. I have been having difficulty arranging for a friend with a truck to help me move the items out of storage. I have called to discuss options with SpareBox but the call center says the only choice I have is to pay the fees or go into collections and foreclosure. They do not give out the owners information and there is no one else to contract besides the call center. Currently the storage is $124 per month plus $9 for insurance even though I have a homeowners policy. they charge a late fee every week of $20. This is not right. These people are dishonest. My things are in a storage unit in ********** ** unit 326. They no longer have anyone there just a kiosk, The corporate office no longer has a way of contacting them, their number is to a calling center. I would like someone to contact me from the company itself and not the call center to arrange options for ending my Rental Agreement and not be fined these outrageous fees and rent.

  Business response

  03/21/2024

  Hi *****,

   

  Thank you for your long term patronage with SpareBox Storage. I understand that you are disappointed with the cost of rent and fees associated with your storage unit with us. 

   

  After reviewing your account, I can see that the cost of your monthly rent has increased a couple times over the life of your rental with us. While we aim to minimize increases in rent, unfortunately there are times where we are required to adjust rates to account for the changing cost of maintaining the property and managing ongoing operations. 

   

  Regarding the insurance on your unit, we require insurance to protect the property that you have stored in the unit. However, as you mentioned, your homeowners insurance policy may offer coverage for items in a storage unit. Please contact your insurance provider for details on that. If you determine that your homeowners insurance policy does cover items in a storage unit, please contact our support team to provide proof of insurance. Once we receive that proof, then we can waive the monthly insurance fee. 

   

  Last, regarding late fees, SpareBox charges a $5 late fee for every 5 days that an account is delinquent. This is explained in your lease agreement. Additionally the notes on your account show that $20 of late fees were waived on 1/13/2024 as a one-time courtesy. 

   

  I understand that you are currently coordinating to have a truck assist you with moving out of your unit. We will be happy to support this process once the account is paid in full. Please get in touch with our team once you have a date that you anticipate being able to move out, and we will provide additional instructions from there. 

   

  While we are happy to provide ongoing support with our remote team, we can offer you an opportunity to speak with someone from our corporate office to discuss your feedback in greater detail. Please click on the link below to find a time that works for you. 

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

  Best,

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

  Customer Support Manager

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

  Customer response

  03/21/2024

   
  Complaint: 21449661
  
  I am rejecting this response because: You have not offered me any assistance. I am unemployed with no income and have been since January 22nd 2024. It is tough for an older Disabled Veteran to get hired into a new job.

  Now I just got a notice that you are raising the prices again.

  Can you please put a temporay hold or lift on my account so no more fees are incurred or owed and I will come move my items from your property??
  
  Sincerely,
  
  ***************************

  Business response

  03/28/2024

  Hey *****,

  Thank you for reaching out to us and expressing your concerns. We truly appreciate your cooperation and understand the difficulties you may be facing.

  Upon proofreading your account, we acknowledge the challenges you're encountering with your unit's current status. We are committed to assisting you in finding the best possible solution given the circumstances. However, I regret to inform you that at this time, we are unable to place a temporary hold or lift on your account due to its current status as Set for Auction, with a remaining balance of $421.

  Nevertheless, we are committed to finding a solution that works for both parties. To explore the available options and discuss your billing status in detail, please don't hesitate to contact our dedicated team at ************. We are here to assist you in any way we can.

  Additionally, I want to inform you that typically, units are scheduled for auction on the 35th day of delinquency. Your unit is currently slated for auction on April 17, 2024. However, to accommodate your situation and allow for ample time to consider the available options, we have extended the auction date by one month to May 22, 2024.

  For your convenience, I have attached a PDF file detailing your billing history from February 20, 2024, to the current date. This document aims to provide transparency regarding the status of your account.
  

  Please take the time to carefully consider these options and reach out to our customer service team at ************ to discuss further or clarify any queries you may have. Alternatively, you can continue our conversation through the Better Business Bureau (BBB) platform.
  We sincerely hope to find a resolution that meets your needs and enables you to retrieve your belongings. Your cooperation in this matter is greatly appreciated.

  Best regards,

  *********************
  Customer Support Manager
  **********************

  Customer response

  03/28/2024

   
  Complaint: 21449661
  
  I am rejecting this response because: I oaid a month and got the Lock removed but couldnt get everything oput of the unit. a few days After that the  spaprebox bill doubled and said I owed for 2 months and was locked again. Agent ******* told me I owe 2 months rent now plus fees and will only waive the fees that were just added after I submitted tyhis complaint and will not assist with a payment arrangement.

   

  ******* works in ******* at a call center and not for Spare Box. The manger "*****" that responeded to the BBB complaint "no longer works at the call center" per *******.

   

  I think this is a scam and possible funnelling of money to Terroist.  
  
  Sincerely,
  
  ***************************

  Business response

  04/10/2024

  Hey *****,

  Thank you for your continued correspondence regarding your Spare Box account. We acknowledge your concerns and appreciate the opportunity to address them.

  Upon careful review of your account history and the details you provided, we understand the frustration you've experienced with the status of your unit and the billing discrepancies you've encountered.

  We sincerely apologize for any inconvenience or confusion caused by the situation with your account. It's our priority to ensure clarity and fairness in all our interactions with customers.

  Regarding your specific concerns:

  1. Lock Removal and Billing Discrepancies:We acknowledge that you paid January's rent on February 1, 2024 for the amount of $143 and had the lock removed from your unit. However, no payment for the month of February to current's date has been made on the unit to retrieve all your belongings before encountering further billing issues. We're still seeing your rent being at $133 monthly and as such, no double of rent is recorded on your account.

  2. Assistance and Communication:We understand that you've been in contact with our customer service team, particularly with agent *******. We apologize for any dissatisfaction you may have experienced with the level of assistance provided. Rest assured, the customer service team in ******* is partnered with SpareBox Storage to provide solely support for tenants.

  3. Concerns about Scam Activity:We take allegations of fraudulent activity very seriously. Your suggestion of possible scam activity and concerns about the legitimacy of our operations are deeply concerning. We assure you that Spare Box operates with integrity and transparency, and we adhere to all legal and regulatory requirements.
  If you have any specific information or evidence to support your concerns, we urge you to share them with us promptly. We are committed to addressing any issues or irregularities and taking appropriate action to uphold the trust of our customers. Additionally, if there's an ongoing concern about where money is going, we could recommend that you provide payment for your unit(s) via SpareBoxStorage.com. 

  Moving forward, we are dedicated to resolving the issues with your account promptly and satisfactorily. We encourage you to reach out to our customer service team at ************ to discuss your concerns further and explore available options for resolving the situation.

  Once again, we apologize for any inconvenience or distress caused by this matter. Your satisfaction and trust are important to us, and we are committed to working towards a resolution that meets your needs.

  *********************
  Customer Support Manager
  SpareBox Storage

  Customer response

  04/12/2024

   
  Complaint: 21449661
  
  I am rejecting this response because: I requested assistance, like a substantial discount off the current owed price, as you have sent me more bills while trying to figure out an agreement on terms 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Between November 2023 and January 2024 my u it was comprised and items were taken When I arrived at my unit January 4 2024 i found my lock missing and a company lock on the door. I had to call to get an explanation and was advised the agent had no idea but was able to provide a code to their lock for access. Once I accessed the unit I noticed items missing. Again I phoned an agent only to be told to file a police report which i did. I then again called and asked to speak to the property manager. The agent took my contact information and advised the manager would contact me. I was never contacted by the site manager. I was then informed my claim was denied for lack of evidence. They insurer needs more information and considering i was never contacted when my unit was found unlocked i cannot provide. I then once again attempted to get a site manager, customer service took my information then advised due to the site manager leaving and NO cameras they cannot help me. The loss of the items is my problem. So I am very disappointed that I have paid insurance, required by Sparebox, secured my unit with a lock and the site has no security for my unit i have to suffer a loss of vintage items. I believe sparebox should support me in my claim for replacement.

  Customer response

  03/11/2024

  I did fail to mention another reason for Sparebox not supporting my insurance claim is that the site manager employed during the compromise is no longer employed. Thus they cannot obtain information. 

  Business response

  03/11/2024

  Hi there,

   

  Sparebox Storage makes every effort to provide a safe and secure location for tenants to store their property. Security measures include fencing and gates with access codes that are unique to individual renters as well as regular attention from property managers. However, these security measures only apply to the boundary around the property, and tenants are responsible for the security of their individual units.

   

  After reviewing the context of this complaint, we understand that this tenant's storage unit may have been broken into. When the break-in was reported, the property manager placed a separate lock on the unit to act as a short-term security measure. Unfortunately the tenant reported that some of their property had been removed from the storage unit. The property manager did not notice any evidence of theft in the form of a damaged lock left behind, or damage to the latching mechanism on the unit. 

   

  As indicated in the standard rental agreement (attached to this message), Sparebox Storage is not liable for tenant property stored in the unit. The tenant is responsible for ensuring that their unit is secured with an appropriate lock. The tenant did hold an insurance policy protecting the items stored in their unit. However, the claim submitted by the tenant to the insurance provider was denied due to a lack of evidence that a theft had occurred. It is impossible for us to determine if the unit was accessed by the tenant or a separate unauthorized person, and it is impossible for us to determine what contents were in the unit at any time. 

   

  Due to our policy regarding our liability, Sparebox Storage is unable to provide reimbursement for the tenant's items stored in their unit. A member of the corporate team will contact this tenant to discuss this conclusion in greater detail. 

   

  Best,

  ****** @ SpareBox Storage

  Customer Service Manager

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased. Storage unit by online Auction Storageauctions.com @ ************************************************ ** on Nov 15, 2023. I paid online all fees got gate code and drove to *********** ** to retrieve items in the unit. Unit F09. When I got to unit there was broken glass all over the ground and opened unit all New items and items of value where gone. I received trash & empty boxes I took photos and called spareboxstorage while standing in unit. Asked them what to do said they have o site manager but is not on site I don't no what that means I had no choice but to load up all the trash because they had all my money and it is in the contract. I have sent several emails since November and spoke with customer service atleast 3x week since November 4 or 5 tickets were opened and closed I received email in December saying I would get a full refund in 3-5 business days I still have not received any money and have called and sent follow up emails with no response. It's been almost 4 months and I am no closer to resolving this issue I am contemplating small claims court Storageauction.com.still has not received a cancelation letter to give me my deposit back even though I have asked sparebox storage several times. **************** only takes noted and send to corporate office. I am out of ideas and if it don't get resolved soon I am filing claim No sense in sending message/letter if no money is sent.

  Business response

  03/12/2024

  Dear ********,
  
  We at SpareBox Storage sincerely apologize for the inconvenience and frustration you have experienced with your auction unit purchase and the lack of follow-through on our end issuing a refund for this purchase. We understand the significance of trust in our services, and it is clear we have fallen short of your expectations and our own standards of excellence.
  
  Upon thorough review of your situation, we acknowledge the discrepancy between the auctioned unit's actual condition and the portrayal in the pictures. It is never our intention to mislead our customers, and we are deeply sorry for the oversight and the delay in resolving this matter.
  
  To rectify this issue, we are issuing a reimbursement check for the full amount of $664.47 immediately. We will be overnighting the check to the following address:
  
  **************************************,
  ********* ** 29006
  Attention: *****************************
  
  Your experience has highlighted areas where we can improve, and we are committed to taking the necessary steps to ensure our customers' satisfaction. We appreciate your patience and the opportunity to resolve this matter to your satisfaction.
  
  Should you have any further concerns or require additional assistance, please do not hesitate to reach out to me directly at ****************************** Your feedback is invaluable as we strive to enhance our service and customer experience.
  
  Thank you for bringing this to our attention, and again, we apologize for any inconvenience this has caused. We hope to have the opportunity to serve you better in the future.
  
  Sincerely,
  
  ***********************
  Director of Operations

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had a storage unit several years, the facility has been sold two or three times, I have consistantly paid the bill on time. They are currently trying to force everyone to use automatic payments, but this i problem when one is on a fixed income I have been paying them, sometimes with online per bank card, sometimes money order, sometimes phone. and have ****** confirmation notices, then the last few months in spite of this they are claiming I did not pay them and if I do not do so immedicately my belongings will be auctioned off . I have been paying for a place to store my belongings safely. for several years, currently the storage and requirred insurance is $115 per month. they charge a late fee every couple days anyway. This is not right. These people are dishonest. My things are in a storage unit in *****************************************************************. They no longer have anyone there but supposedly a kiosk, The corporate office no longer has a phone number either, their number is to a calling center. They try and have you pay the same bill multiple times for the same time period, lock you out of your unit, and threaten to auction off your belongings when you actually did pay then and do not owe them anything, and there isn't anything you can do about it

  Business response

  02/24/2024

  Good Afternoon **** -

  We sincerely apologize for the distress and inconvenience you have experienced with SpareBox Storage. Your concerns are important to us,and we deeply regret any confusion and frustration that *** have been caused regarding your payment and account status.

  At SpareBox Storage, we strive to deliver a seamless and user-friendly experience for all our customers, and its clear we fell short in your case. We understand that our transition to automatic payments has not been suitable for everyone, particularly for those on fixed incomes who *** prefer multiple payment methods. Please know we are taking your feedback seriously as we work to improve our processes and ensure they are inclusive and flexible for all our customers' needs.

  To address the concerns you've raised, we would like to offer you a one-month credit on your rent as an apology for the troubles you've faced. Additionally, we are committed to reviewing your account to correct any discrepancies and ensure that your payment history is accurately reflected. We want to reassure you that the security of your belongings and your peace of mind are our top priorities.

  Please reach out to me directly if you have any questions or concerns. My email address is *********************************.

  Sincerely,

  ***********************
  Director of Operations

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just finished a review for this company if possible please refer to it for full details. I am behind on my unit for Nov and Dec. I was ill all of Nov and because of that my co-pays and meds were very high. I was unable to make that payment. I had intended to pay in full Dec 1st. However had to have immediate leg surgery which took most of that check. Live on ssi and only get paid once a month. I was going to get all caught up on my check Dec 26th. I received the only contact around Dec 13th. Telling me it was scheduled for auction Dec 20 and I had to pay in full before then. I have had this unit for 3+ years. I explained everything and offered to pay Nov which they refused.This unit has family heirlooms in it. My mom is in hospice so they are very important to me. All I want is to stop them from auctioning it and let me get caught up on the 26th.I have tried to contact corporate but there is no phone number but customer service and they don't even listen. When asked for a supervisor I was told no one e available but would escalate and I would get a callback. After waiting over 24 hours each time I would call again. I have yet to talk to someone that will listen or even try to help me.Please help me stop rhis auction until I can get my unit caught up.Honestly I think someone wants my unit probably a employee who has already seen it.Please help me. I only have 1 more day.

  Business response

  12/19/2023

  Hello,

   

  Thank you for reaching out. We have investigated this account fully. Unfortunately this account has gone overdue for payments we have discussed with this tenant at length of what options they have prior to the sale of the unit. Please have this account holder refer to the information provided. For any further questions, please contact or customer service department.

   

  Thank you again,

   

  -SpareBox Storage

• Initial Complaint

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a call from one of their representatives regarding my non-payment for rent on my unit I had let them know that I had been ill and in the hospital and had to relocate to a new state which also meant having to get a new job and that I was receiving my first paycheck on November 3rd and I would be paying my October's past due balance with late fees and be doing a move out the same time and representative said that was fine that was no issue I asked the representative approximately how much I would be owing on November 3rd and was told I would owe approximately $10 more than what I currently owed well I called on November 3rd to make my payment and do my move out and was told that I owed almost $100 more than what I was originally told on October 27th on the phone call and was told multiple times there was no supervisor available one would call me back to no avail 24 hours no one's called me back I'm calling back to back asking requesting for a supervisor being told there is not one there's no such thing I have to just pay this enormous balance for a month that I'm not going to be there and then being told that my renewal date was on November 3rd that's why I had to pay for a whole month in November even though I had already spoke to them previously and let them know that I was not going to be there for the month of November I was going to be moving out. I drove over four and a half hours I slept in my vehicle overnight I'm on the verge of possibly going to lose my job this is all of mine and my children's things I'm currently dying from cancer and a brain tumor and this is how I'm treated when I am more than willing to pay the past New balance I owe and move out I just want my things in and being completely refused completely refused because I refuse to pay the month of November's rent when I'm not going to be in that unit for the month of November being refused as supervisor to speak to.

  Business response

  11/06/2023

  Hello,

  We show notation on the account on 10/27/2023, from you, letting us know you wouldn't be able to pay the rent for the month of October. Our late fee structure was then explained to you. There was a balance of $128.00 on the account from the dues that were accrued from the month of October. On 11/4/2023, rent was charged again for the month November, bringing the balance to $236.00, This balance would need to be paid in order to access the facility. We will not be refunding the payment that was made on 11/4/2024. 

  Customer response

  11/06/2023

   
  Complaint: 20824875
  
  I am rejecting this response because: I attempted to make the payment of all my October late fees I owed on November 3rd as I had informed the representative on October 27th when I spoke with them and let them know I would be paying on November 3rd and would be moving out the same day when I asked the representative how much i would be owing in total on November 3rd i was told approximately $10 more than I currently owed. So I was given incorrect information from SpareBox representative. 
  
  Sincerely,
  
  *****************************

  Business response

  11/17/2023

  Hello ******, 

   

  We have reviewed this situation closer and after taking into consideration the miscommunication that occurred, we have refunded your payment from 11/4/2023, for $236.00. You will see an emailed receipt for the refund. 

  Customer response

  11/22/2023

   
  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,
  
  *****************************

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