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:02/01/2024

  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.

  1/18/24 called requested additional unit have unit since 2020 On 1/18/24 paid full monthly box fee quoted of $71 over phone plus $9 additional lock 1/22/24 was charged on card additional $28.07 unauthorized 1/25/24 charged on card yet another unauthorized charge $19.07 1/28/24 called big box spoke **** very rude said I was not listening to him I was being charged for box #2 from 1/19-2/18 and I owe additional $28 to bring account in line with box # on 2/1/24 I would be charged $71 plus $7 insurance fee additional charges were prorated insurance fee and to bring account paid up to 2/29/24 February charged are not due until 2/1 Monday 1/31 called asked for manager ****** said she was manager explained all above and fact that cant decide to just recharge me as wanted she said yes can if need bring account current Account was current Box 1 paid in full by auto pay on 1/3/24 paid up til 1/31/24 Box 2 paid up to 2/19/24 therefore both units were current After going over this with ****** again while be yelled at once again Turned out overcharged for lock box 2 had credit of $**** which would be applied to Feb auto pay box1 on 2/1 Box2 with all additional charges paid through 2/29/24 On 2/1 I was again over charged I only owed $81 box1 plus $9,06 credit I was charged 78.34 $81.00 less **** credit equals $71.94 Company needs accounting help 1. Cant just decide I need pay a month in advance 2 can keep over charging Need type sanctions for mid charging

  

  Business Response

  Date: 02/05/2024

  Thank you for bringing this issue to our attention. We researched the history on this account and called the customer to ensure that we understood her issues. This customer has been storing with us for years and acknowledged this experience was not typical. That said, we always strive to improve and correct any mistakes that we make. We reached a satisfactory solution for both sides to resolve the issue. We always want to ensure our customers receive world class service and if we fall short, we respond quickly to make things right.

  Customer Answer

  Date: 02/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:12/31/2023

  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 have documented many attempts to have my billing statements fixed. BIG BOX STORAGE still keeps giving me the run around so they can continue to keep me trapped in their fraudulent scam of continued billing practices and blocking me from accessing my belongings or no longer needing their services.I once again set forth documentation to fix my fraudulent billing practices and get a supervisor involved not ********************* or ***** the owners of the Big Box Storage franchise local scam.

  

  Business Response

  Date: 01/02/2024

  Please note that this complaint is a duplicate of complaint number 21078457. Below please find a copy of the response that was submitted for that complaint:

  To whom it may concern:

  ***** has submitted the same complaint to us on at least a dozen occasions. In response, each time we ask her which specific charge on her statement she finds to be erroneous so that we may promptly address it (if it is indeed inaccurate). Unfortunately she has been unwilling and/or unable to provide any specifics whatsoever.
  
  We would welcome the opportunity to assist any customer with any billing discrepancy. Should ***** decide to let us know which charge is allegedly erroneous (and why), we would be happy to make any necessary account adjustment to any inaccurate charge.
  
  All prior email correspondence with ***** is readily available should you wish to further confirm our repeated attempts to gain insight into her alleged issue.

  Best regards,
  ***********************
  Big Box Storage
  ************