Complaints

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:03/04/2023

  Type:Billing 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.

  We rented 2 storage pods for moving our house items from the house that we sold, to a house that we were building. When we were finishing using the pods and they were emptied, we contacted the company to pick them up. We were scheduled a time the following Monday, but they never showed up. I called to inquire and was told that the driver advised they were snow covered and could not access them, even though they were fully accessible and not covered in snow. They reschedule a pick up and again, did not show up, with excuses again. The third time we called they said they could not pick them up now due to road restrictions. Numerous discussions were had with staff and managers and we were told that they would not be charging us for them since we had called for pick up. Fast forward one week later and I now have 4 additional charges, totally over $***** on my credit card for “storage and rental” even though they are sitting in my driveway empty, and still waiting for pick up.

  Business Response

  Date: 05/04/2023

  Dear ** ********
  
  Thank you for providing us the opportunity to address the customers complaint.  Erica ****** containers are located in Winnipeg, and the customer requested us to pick them up for March 21st.  When our driver went to pick up the containers, there was a sign indicating weight limit road restrictions, which prevented us from successfully picking up the containers.  ****** *** ******** ******* ** *** **** ******* ***** *** **** ** ***** ** **** ******************* ********
  We spoke with the customer and explained why we were unable to complete the pick up.  A few days later, they called and spoke with one of our advisors and scheduled another attempt.  Our dispatch asked one of our Case Managers to reach out to the customer to discuss the second attempt and if they received a permit for us to travel on the restricted road, but we were unable to reach them.  A voicemail was left and  an email was sent. 
  
  In an attempt to be proactive, we did stop the rent; however, this was completed after the rent renewed.  As soon as this was noticed, a refund was processed.  ****** *** ******** ****** ********* 
  Once the city's restrictions are lifted on May 28th, we will reschedule the pick up to remove the containers from their property.

  If you require any further information or if you have any questions, please feel free to contact me.

  Customer Answer

  Date: 09/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  There are still outstanding charges to my credit card that have not been taken care of. the company still posted an authorization of charge to the credit card on April 4th. Each time I call to ask why I get receipts and invoice the customer service individuals don’t have an answer. No body seems to know how to request refunds and they just keep advising that the pods need to be picked up to stop the charges. 

  Sincerely,
  
  Erica ****

  Business Response

  Date: 14/04/2023

  Dear ** *********
  The refund requested by Erica **** has been received and acknowledged.  As precautions to ensure she does not receive any additional charges, we have removed her credit card from the account & removed the rent.  She will not be billed again when we pick up the containers, which I have scheduled for June 1st, assuming the restrictions are lifted.  
  
  We are very sympathetic to her situation, as she only wants the containers removed from her property; unfortunately, due to restrictions beyond our control, we are unable to do so at this time.
  
  In an attempt to ensure Erica was satisfied with our solutions, we had reached out to her.  We asked if there was anything further, we could assist her with, and gave her a direct point of contact for anything she needs moving forward.  She responded with wanting to know why the charges were there after she was told there would be no further charges. Please see our response is below:
  
  On March 29th, the advisor you spoke with requested a refund for the rent, on unit # ******* and said that he was going to schedule another pick up attempt.  Unfortunately, the attempt was scheduled too early again.  Once the management team saw that another pick up was scheduled, they flagged this pick up and we attempted to contact you to see if a permit was obtained.  We did not hear back from you, and the pick-up was cancelled.  Despite this being cancelled, your credit card was charged for the attempt on March 30th.  Although a request was submitted to stop the rent on the second unit, *******, the rent was charged on March 28th and has subsequently been refunded  
  
  In her original complaint, Erica was looking for a refund. Erica has confirmed the refund has been received. In addition, we have taken extra precautions to ensure nothing further will be charged.

  If there is anything further required of us, please let us know.
  
  Warm Regards