Complaints

This profile includes complaints for SpareBox Management Company LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SpareBox Management Company LLC

  PO Box 1020 Denver, CO 80201-1020

• 

  SpareBox Management Company LLC

  4045 Pecos St Denver, CO 80211-2555

• 

  SpareBox Storage

  6201 S Western St Amarillo, TX 79110-3615

• 

  SpareBox Storage Amarillo

  6015 Plains Blvd Amarillo, TX 79106

• 

  SpareBox Storage

  3950 Kent Rd Stow, OH 44224-4227

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:05/20/2024

  Type:Customer Service 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.

  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

  Date: 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 Answer

  Date: 05/21/2024

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

• Initial Complaint

  Date:05/19/2024

  Type:Customer Service 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.

  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

  Date: 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 Answer

  Date: 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

  Date:05/06/2024

  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.

  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

  Date: 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

  Date:03/18/2024

  Type:Order 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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/11/2024

  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.

  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 Answer

  Date: 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

  Date: 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

  Date:03/06/2024

  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 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

  Date: 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

  Date:02/23/2024

  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.

  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

  Date: 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

  Date:12/18/2023

  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 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

  Date: 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

  Date:11/04/2023

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *****************************

• Initial Complaint

  Date:09/23/2023

  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 Signed my lease for my storage unit in ******** ** at the spare box storage on western st on sept 20th, 2023. I was moving my belongings into my unit at around 8:30 pm on sept 20th, 2023 (you have to pull your vehicle into the facility to unload because the units are located inside) when I started to feel nauseous, so I stepped outside to get some fresh air with the person who was helping me move when the door shut shut and locked behind us, but I had a gate code so I didnt think anything of it. I began to throw up outside and when I was finished and decided to go back inside the door wouldnt open with my gate code. It would tell me to see a manager. No manager was present because it was after business hours. So I called customer service and was unable to reach anyone. After numerous attempts to get in contact with anyone and using my gate code that wouldnt work anymore. I decided to push open a locked door so I could gain access to my truck and finish unpacking my stuff into the unit. The next day on sept 21, 2023 at 1:13pm I was notified with an email stating my lease was being terminated and I had until 5:00 pm on sept 21st of 2023 to remove all of my belongings from my unit, which gave me approximately 3 hours and 43 minutes to remove all of my belongings. When I was in the middle of working and had no way to take off, find a trailer, and find someone to help me. Thats an impossible task. I then called and the company and notified them I was working until 5 pm and had no way to be there before. They assured me that was perfectly fine and it would be noted that I would be there after 5pm to get my belongings. When I showed up at 5:10 pm on sept 21, 2023 they denied me access to the Unit and put a lock on it so I can no longer get inside and get my belongings out. I have all my 2 month old daughters clothes and baby bottles in there with our bed, washer, dryer and our couches. Getting the run around with customer service and need my belongings.

  Business Response

  Date: 09/25/2023

  Hello,

   

  Thank you for reaching out to us. We have investigated the account in question and will reach out in an adequate time frame. Thank you for contacting SpareBox Storage.

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20647656
  
  I am rejecting this response because:

  I dont understand what there is to investigate. **** gave me 3 hours and 43 minuets in the middle of a work day to remove my belongings. Thats completely impossible to do. Yall are stealing my belongs. The only way to resolve this issue, is to ***** me a temporary access code to the facility and provide me with the 4 digit code to unlock the red lock on the storage unit so I can remove my belongings. I need my babys clothes, her formula, her bottles, her dresser, our washer and dryer with our bed and the dress of boxes with our belongings inside. Yall are stealing my babys food! All I need is a temporary access code and the 4 digit code to unlock the lock. Yall can even have someone accompany me as I unload my unit. I just need to get my belongings! 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/03/2023

  Hello,

   

  Thank you for reaching out. We have responded to this tenant in an adequate time frame. Thank you for contacting us. Please reach out to our customer support team with any further questions. 

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20647656
  
  I am rejecting this response because:
  I was not given an adequate time gram response yall gave me 3 hours in the middle of a working business day for me to get my belongings out, WHILE I WAS WORKING! That is absolutely wrong. There was no way for me to get off work. Get a trailer. And find someone to help me load all my belongings up. Yall are literally stealing all my babys items! All of my 2 month old babys food is in there!! What is wrong with yall!! I have 500$ work of special baby formula in that storage unit because we were in the middle of moving! All her clothes. Her bottles, her blankets! Her toys everything of hers in in there! Yall are stealing half of the stuff we own! And gave us 3 hours to remove it. That was no were near an adequate time frame! I need that lock removed off **** as soon a possible yall can have a cop accompany me as I removed my stuff I dont care I just want my belongings!!
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/02/2023

  Hello,

   

  Thank you for reaching out. After reviewing the account we have investigated the resolution made. We found video evidence of property damage made by the previous tenant in question. We will continue to review the process when needed. For questions please call our customer service team. Thank you.