ComplaintsforStorage Squad LLC

• Initial Complaint

  09/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired storage squad to store my dorm room stuff over summer break and have it delivered to my new address in a new city before the start of the fall semester. they said they would deliver it on 24 August (or 7-10 business days later, they told me this after multiple calls). On emails, they told me they don’t have my stuff and that it is with UPS for delivery however on call they told me that the emails are wrong and it is with them. So they were basically lying in the emails. I call them multiple times during the day (2 days at least) asking them to let me talk to their supervisor but they won’t let me. I’ve had sleepless nights because my pillow, comforter and everything else I own is in those 5 boxes. I’ve had panic attacks in classes and I’ve cried in classes instead of making friends. Storage squad refuses to give any definitive answers about my stuff and refuses to provide proof they have my stuff.

  Business response

  09/10/2024

  Dear valued customer,
  
  We have thoroughly reviewed your account, and we understand the frustration you may be experiencing regarding the shipping of your items. We sincerely apologize for any inconvenience and miscommunication that may have occurred during this process.
  
  We want to assure you that we are actively working on resolving this issue and expediting the shipment of your items. We have also been in contact with your parent to keep them informed of the situation and to coordinate the resolution.
  
  As a gesture of goodwill, we will be providing a discount towards the shipping cost once the invoice is generated. We hope that this will help alleviate some of the inconvenience you have experienced. Once again, we apologize for any delays or confusion, and we appreciate your patience and understanding as we work to resolve this matter promptly.
  
  Thank you for bringing this to our attention and allowing us the opportunity to make it right.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  As a longtime customer of Storage Squad (having used their service for every summer during my time in college), while having no complaints for their on-campus pickup and delivery service, they seem to have lost three of my items after an extended period of storage. I use ‘seem’ as their customer support would not confirm or deny if the items were lost even after more than two months of various calls, texts, and emails. I'm extremely disappointed with their customer support and I believe I have no other option other than filing a complaint. The missing items include two guitars (& their cases) and a large duffel bag. After graduating, I found a job overseas and had no means of retrieving or storing my items from college, leaving them in the hands of Storage Squad for the time being. After paying for 6 storage terms, each costing 527 dollars, I finally moved back to the US and was ready to get my items back. After going through a somewhat irritating process, I managed to get 8 out of my 11 stored items sent and delivered to me (2/27/2024). After multiple calls, texts, and emails, I was not able to retrieve the remaining items, or even know their whereabouts. Dozens of calls, emails, and text messages simply giving me vague and hollow promises such as “I have informed managers about the situation” or “I have followed up with the team” with zero actual information about the status of the items. It has been more than two months since I received my first delivery and I still have no idea if the remaining three items are lost, or they just somehow couldn’t find them. I simply want to know if the three items are lost or not, which should end with some sort of refund and compensation, or preferably, the items delivered to me. For additional information I used Storage Squad's service in **** ***** and have the customer number of *****.

  Business response

  06/26/2024

  Storage Squad took possession of the 11 items on May 10, 2022. These items were kept in storage until February of 2024 and shipped out per the customers request. Only 8 out of the 11 items were located in our warehouse. The customer was sent tracking information for the 8 items and notified the other 3 could not be located. We conducted multiple searches and the items unfortunately did not turn up. After multiple correspondences, we offered $1,086 for the 3 missing items per our terms and conditions which states each item stored has up to $100 of coverage if lost or damaged. In addition to the $100 per item, Storage Squad also agreed to pay the storage costs over the duration of the storage period. This issue has been turned over to our claims department for further review.

  Customer response

  06/27/2024

  Hi BBB,

  Since my initial complaint, I received an email from a company named **** *** asking me to fill in a claims form without any prior communication. I was only first made aware of the compensation from the business response, as stated in my initial complaint, I was not told that my items were missing. Is the **** *** email relavent, and if the amount is set and non-negotiable, what is the purpose of me having to fill out additional claims forms?

  Thanks!

  **** ******

  Business response

  07/03/2024

  Storage Squad informed the customer about the challenges faced in locating the items and reassured them that the claims process would be initiated. Our dedicated claims department has since reached out to the customer to provide guidance on the process for additional compensation. We sincerely apologize for any confusion and are committed to resolving this matter swiftly to ensure the customer's satisfaction. Thank you for your attention to this issue and your efforts in addressing it.

  Customer response

  07/03/2024

  I have talked to **** *** and filled out their claims form, waiting now to see their response. Though I haven't heard back from Storage Squad on how to proceed since their message on BBB.

  Business response

  07/11/2024

  We apologize for any confusion that may have arisen. We want to inform you that Storage Squad has sent a follow-up email with the final reimbursement offer. Kindly review the latest email at your earliest convenience and respond accordingly. Once we receive your response, we will proceed with the reimbursement process promptly. Thank you for your understanding and cooperation.

  Customer response

  07/15/2024

   
  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

  08/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint against Storage Squad, a company my son engaged to store two large boxes over the summer break while he was a freshman at the ********** ** ********. Despite a relatively smooth pickup from my son's dormitory, the subsequent delivery process has been a nightmare. Storage Squad initially scheduled the delivery for August 21st, but it did not materialize. Following a call to their customer service on August 22nd, I was told that the earliest possible delivery would be August 24th or, potentially, August 23rd. Hopes for a Wednesday delivery were dashed when the boxes failed to arrive. Then they didn't arrive on 8/24, an email promised a revised delivery date of August 25th between 9 am and 2 pm, which also came and went without any delivery. I later learned that a company truck accident on August 24th was supposedly causing delays in all deliveries. However, this explanation does not excuse their breach of commitments. Another email assured delivery on August 28th, which didn't happen either. Upon calling, I was informed that the delivery was rescheduled for August 29th between 10 am and 1 pm. The boxes are still missing. They also would not allow us to go to the warehouse to pick up our boxes. Worse yet is their lack of customer service and evasion of accountability. Attempts to speak with a manager led only to voicemail, with no responses to two voicemail messages. We've spent over seven hours on the phone without resolution. It's been nine days since the original delivery date, and my son is still without his essentials due to Storage Squad's incompetence. I implore your intervention to hold Storage Squad accountable and address these issues. Their disregard for customer satisfaction and their inability to meet their obligations are unacceptable. Your investigation and action are greatly appreciated in reaching a fair and satisfactory resolution to this matter.

  Business response

  09/06/2023

  We are very sorry for the service failure and will contact the customer to provide compensation.  

  Customer response

  09/06/2023

   
  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. But they haven't reached out to me yet. If they do not, do I contact you again? 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  08/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Transaction date : 04/30/2023 Paid : $651 Service: pick up store and deliver boxes of belongings of a student from university ** ******** from 04/30/23 to 08/21/23. Pick up on 04/30/23 was late and as an out of state student i had to change my flight back home. Delivery was scheduled in advance on 08/21/23 and confirmed by storage squad. Since August 21 the delivery is cancelled without explanation. the company gives time slot of 5 hours where I need to be present and without notice they dont show. The customer service online request more than 1 hour waiting time to talk to a representative. Everyday the different representative promise a delivery and everyday it is canceled . The management refuse to talk to the customers and to give contact info of the storage facility and delivery service in *** ***** to get an real update of the situation. At this point and up to date I have no info of when/if i will be delivered my belongings stored at their facility.

  Business response

  09/06/2023

  We are very sorry for the service failure you experienced.  Tech and labor issues resulted in delays that we worked hard to overcome.  However, this is not excuse for the delivery to the 25th.  we will follow up to discuss compensation.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Storage Squad has begun to take agency over my account and book things on my behalf, while punishing me for it. I originally reserved an appointment for pick up and storage of my items while I returned home for the summer. My items were picked up on April 27th and based on my past experience with booking with this company, I expected to receive an email to reserve an appointment for my storage drop off. I never received it and have not been able to do so, up until today, because my university had not released our move-in dates. On July 10, I received an email stating that my chosen delivery date is outside of the company's standard availability. However, I had not chosen a delivery date at all, so it seems absurd for the company to make a decision on my behalf and subject me to fees without my knowledge. Also, I called the company today after receiving my move-in information from my school and was informed by a representative that if I were to change the date, I would incur additional fees, and that the date that was booked by them for me may be subject to change. The representative also stated that their open availability does not begin until August 29, which would require me to live almost a month without my necessities. I am requesting that the company honors the delivery date they selected for me without my permission, at the very minimum, and waive all fees that I was not made aware of until after they decided for me without my consent.

  Business response

  07/24/2023

  Storage Squad reached out to the customer  on 7/20 to confirm the details of the complaint. We assured the customer that Storage Squad would never select a date outside of the standard availability to purposely charge a customer an extra fee for delivery. We always encourage customers to choose a date within our standard availability. Our system shows a delivery date selected during registration.  Irrespective of the date, we have settled on a date with the customer. 

  Customer response

  07/24/2023

   
  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,
  
  ****** *******

• Initial Complaint

  07/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted your business a week ago in order to resolve the delivery date of my package. Your company promised that as long as the delivery date is before 48 hrs, it's possible to change it. I want to change my delivery date to a time a month from.now, yet your company wants to charge me 350 dollars, despite your company initially forcing me to choose a date when I was unsure I was going to return with promises of being able to change it. In order to resolve this problem I want immediate contact by this company and the change of my del8very date to the date I asked, with my packages in the location I ordered on the portal.

  Business response

  07/11/2023

  Hello,

  This isn't actually an issue.The date that he chose was within our standard availability so we have already scheduled a delivery on the 13th of August without any extra fees. Sorry for the inconvenience.

  Best,

  *****

  Customer response

  07/12/2023

   
  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,
  
  ***** ******

• Initial Complaint

  05/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My daughter who attends the University of ***** was scheduled to have her items picked up from her dorm along along with her roommate. First problem was they never delivered the so called "free boxes and tape". When i called they said they cancelled the drop off scheduled for that school, so they had to go get their own boxes which defeated the whole purpose of using this company. Second issue: on day of pick, they went to the wrong school in Florida. The dorm names were the same but wrong school in ******* not *****. The confirmation email clearly stated *****. Then when they finally get there the men stated they did not have room for my daughters things and would have to come back. She had a flight to catch and told them that was not possible to come back and magically they fit her stuff. Then i get the bill which was a rip off and they over charged me for a shoe box and claimed it was equal to a 35 dollar box size. However, it gets worse. I paid the bill and they charged my credit card TWICE. I have never had such a poor experience with a company and their support is absolutely a zero at best. I will make sure that they will not get any business moving forward from anyone i know including my six kids that attend college and all their friends, family, co-workers, that i can reach out to on social media.

  Business response

  06/06/2023

  We apologize for your unhappiness and would like to improve this experience.  Please know the customer did not request boxes and tape when making the reservation.  (We ask for an affirmative when the reservation is placed and the number of boxes to project demand.  Please note that we do so because not every customer requires boxes and tape.)
  
  Regarding the pick-up, we do not currently service schools in *******.  Additionally, our team is managed via our proprietary phone app that provides customer and appointment detail, along with GPS driving route directions.  The customer was serviced earlier in the schedule, so directions to the residence and space on the truck should not have been an issue.  
  
  Our pricing is advertised throughout our website, and we provide a cost estimator for our customers to use before and during the registration process.  Lastly, regarding the billing issue, please know that paying invoices is entirely self-service.  In this case, it appears the customer initiated payment twice.  Note that reimbursement was made immediately upon learning the authorization was provided twice.  
  
  That all said, we will contact the customer directly to try and better meet their needs.
  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After they lost my mirror that its cost $1700, they won't give me a full refund. They say they are only able to give back $100 "for the inconvenience". But, they took an item from me, with the promise of storing it, and say "it was misplaced". I have contacted customer service, many times, and once they simply turned off the phone. No one can give me an explanation as to why only $77, when my loss was much more than that. Someone has this mirror somewhere, and they are just not willing to look for it, either way if someone stole it or they delivered to someone else, they should accept my request.

  Business response

  11/16/2022

  Business Response To whom it may concern, Storage Squad is responding to complaint #XXXXXXXX filed Sept 27th 2022 by ****** **************. Storage Squad stored her belongings from May 2nd 2022 and partially delivered them back to her on Sept 5th 2022. ****** filed a claim for a missing mirror on 9/20/22. Storage Squad processed her claim the same day in the amount of $77 for the missing mirror. She listed the value of the mirror as $1,700 but was unable to provide actual receipts, just a screenshot of the online listing price of the item. Per Storage Squad's terms and conditions: Each item stored includes $100 of free Declared Value protection. Additional protection may be purchased and the cost is $5 per $100 of Declared Value protection added. The maximum protection per item is $400 and the maximum protection for all items combined is $1,000. Storage Squad valued the item at $40, which is the standard refund amount for mirrors. ****** was also refunded $37 for the cost of storage, bringing the total refund to $77. If there is anything else Storage Squad can do to resolve this matter, please let us know.

*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. ↩