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Business Profile

Storage

ModBox Storage

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/01/2024

    Type:Product Issues
    Status:
    Answered
    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 signed a contract with CopperSafe Storage back in 2021. At that time I was going to be charged insurance for the unit unless I provided proof of insurance. I submitted my declarations page and recieved an email that it was received. CopperSafe then sold to ModBox. Since that time every year I get a random charge for insurance and each time I have to make unlimited phone calls to get my money back for insurance because they fail to update their records. I cannot get anyone with the local phone number and I have also tried to reach their number with Atomic Storage group but that number is always busy. I want my $14 returned immediately. This may seem like a small amount but I am tired of spending endless hours getting it back and they just can't keep randomly charging this fee.

    Business Response

    Date: 08/12/2024

    Sorry this occured, when businesses change hands, records at times do not transfer. On 8/1 customer emailed and our manager responded when they got to work and added this note. "**Confirm customer's email address*** Customer called and also left the following contact form submission at 8:30am this morning: I just discovered that $14 was taken from my bank account this morning to pay for insurance. I have provided the declarations page many times over the year. I want this to be refunded to me immediately. I cannot reach anyone by phone either at the mebane location or at your HQ. I have plans to close this bank account and this will cause issues trying to shut it down. Please confirm my reimbursement. Called customer back and left a vm inviting her to call the office back to discuss her account. Also made sure to mention we do NOT have on file or record a copy of her current insurance coverage. Once we receive it I can remove TPP from her account. less"  

    An hour later the transaction was voided and a credit was applied to her account. If they phone lines are busy there are multiple ways to leave a voicemail, email, or just stop into the office. We try and make it easy for customers to reach us! 


  • Initial Complaint

    Date:10/20/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 are currently renting Unit **** at your ******, ** location of ModBox Storage. We have had numerous issues over the past several months. We had been renting our locker for more than three years without incident but recently we have had a host of problems. In several areas the fencing is not secure and has fallen or is missing entirely. On numerous occasions we have gone, and the back gates have been left open. The property is not being maintained and there are no onsite staffing hours.On August 29. 2022 we went to our locker and found that it had been broken into and ransacked. The Officer ***** that responded called ModBox and told them about the break in at our locker and another one two lockers down. ModBox did not come and fix the broken lock plate so that we could secure our locker until two days later. We had to call again several times to get it fixed and had to drive to the locker to see if it had been replaced and the call center was unable to tell us if it had been fixed. During that time that the locker was unsecure we found other peoples items in our locker that were not there originally. According to Officer ***** there have been several break ins at this facility and they have not been able to get security tapes. The contents of our locker were covered in dirt and debris due to lack of fencing and maintenance of the property. We had to throw out several suitcases and other items as they were destroyed by the dirt and debris.You advertise this storage facility as being clean and secure when it is neither. When we went to the locker yesterday and opened it up, we saw a mouse running in the locker. We quickly looked and saw mouse droppings in the locker as well. There is no food nor anything that would attract mice into our locker. In three years, we have never had an issue but now we have a mice infestation due to lack of maintenance and extermination of the property.

    Business Response

    Date: 10/21/2022

    Modbox purchased the site from Store Quest. The management of the site was turned over to *********************** When they took over, they removed the staff and the issues started to stack up. Recently they were fired and the management is now under Atomic Storage Group. Needless to say there was a lot of issues to go through. One of which was the security cameras. ***************** cut off the internet that then turned off the cameras...the store started to go downhill quickly. Since we have taken over, the store is now staffed, we finally got someone to repair the fence, which is happening in a few weeks. The security cameras are back on, gates are working, and we have been working with local law enforcement with all the break ins. We have provided everything we possible had to them and it even has lead to an arrest and a number of people trespassed from the property. As far as pest control, that is also being taken care of. We finally found a vendor who would service the site....we have had issues finding someone. 
    We have been working on getting the store back to where it was, but it just takes time to iron it out and turn the ship- I refunded her $273 to her cc for last months rent and credited her two additional months for a total of $819- She is now paid through 12/31. We were just as appalled when we took over the site and want to do everything we can to keep our good customers.

     

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

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

  • Initial Complaint

    Date:08/14/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    On or about July 21, 2022, my unit (****) was broken into. I filed a police report immediately. The *********************************** requested video surveillance to discern if any information could be obtained from that location. Someone from Modbox told the ************************************** that the cameras hadnt been working, so no evidence could be obtained. Before I signed the new lease with Modbox, I was reassured, and even their website states "video surveillance 24/7".On the single occasion that I counted on that information (video surveillance).....it was not available. I cannot talk to anyone in management because they will not return my calls or reply to my emails. Management never even as so much as called me to ask how I was doing or about my stolen valuables. I am requesting Modbox refund all rental fees (since signing my lease agreement), and I base this request on the following grounds:1.My wife and I are both having to combat identity theft.2. Identity theft has created stress in our lives that we are both having a difficult time overcoming. 3. I had to move all my valuables out to prevent more theft as I have lost faith in Modbox to protect our belongings.4. I had to take time out of my already busy schedule and fly my wife in from ******* to help move our valuables.

  • Initial Complaint

    Date:08/08/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My husband and I have a storage locker at what is now Modbox Storage. My husband recently passed away and they won't allow me to have access to my locker. They but a red lock on the locker as the locker has changed hands twice and they did not have the current insurance information. The locker was prepaid through August and they still have not removed the red lock. I have emailed and called several times. I have sent over all the paperwork that was requested and I was told the lock would be removed on 7/28/22 and as of 8/1/22 the lock has not been removed. I have called several times but they don't answer their phones and it disconnects you when you try and leave a message. I have been trying to access my locker but they will not respond to calls or emails. I am paying for a locker and have no access to it.

ModBox Storage is NOT a BBB Accredited Business.

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