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:06/18/2024

  Type:Order 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 had been working with an individual at conex for almost two months regarding purchasing one of their containers. The gentleman and I agreed on a price and I wanted to move forward with his invoice. There was some confusion regarding how to pay the invoice, so I contacted the company and referenced my invoice # and that I was trying to make payment. The next day, I was contacted by an individual at the company who moved my payment along and we finished everything up. I then found out afterwards by the rep I had worked with the entire time that he did not receive credit for the order but rather this new rep that helped me with payment question did. I reached out to the company and expressed my frustration regarding this.Fast forward to delivery of container. During small talk with delivery driver (after container had already been unloaded) I was informed that the container I had was wrong size. (My invoice was for a high cube container)I contacted the company asking for this to be removed and the correct size brought, they explained that rep that reached out to help me with question had created new invoice and that because I paid that one, which listed standard height container, that they would not be willing to exchange for correct size. I offered to compromise and settle for incorrect size if they would offer half off the incorrect one but they refused. I explained that I never asked for a new invoice, and that a new invoice should have never been created. I also explained that I had referenced my invoice in my contact with questions and didnt understand why they would create a new one when reaching out regarding my question. They told me that even though they understood my frustration of a new invoice being created, they are arguing that it was correct for the one I paid. Im not sure what else to do. They are refusing to do anything else for me

  Business Response

  Date: 06/26/2024

  Good Afternoon,
  
  This customer paid by means of check. Customer referenced invoice# ******** on check payment. This invoice# ******** is for an 8'6" Standard height container. Please see attached invoice.
  
  It is normal to send various invoices to customers with different container options. For example: new, used, Standard height, High Cube height, etc. Customers can then choose the product that appeals best to them. This customer paid on invoice ******** which is for 1 x 40FT Standard Wind and Water Tight (WWT) Shipping Container. That is exactly what our customer received. 
  
  We sympathize the customer is unhappy with their decision. But we are not going to pay for a trucking line to swap an ***** lb shipping container due to our customer's mistake. 
  
  Regards,
  Conex Depot

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21845534
  
  I am rejecting this response because:

  The invoice they are referencing should have never been sent. I understand the idea of receiving maybe multiple quotes from the agent I was working with. However in this scenario I only received one invoice from him, I then referenced THAT invoice in a message to them asking how to pay it. Then they had someone get in touch with me who generated a NEW invoice (the one they are referencing) to me without my asking or being aware of with the instructions I had asked for on how to pay. 

  So they basically snuck in a new invoice, charging me the same amount for a lower cost product. At no point was it communicated that there was a new invoice, otherwise I would have requested they refer back to my initial question of how to pay where I referenced the invoice I was trying to pay on.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/01/2024

  Good Afternoon,
  
  Customer received two invoices to provide container height options. One for standard height and one for high cube. Customer sent payment and referenced invoice ******** for standard height, which was attached in the last response. Image of check is attached to this message with private details ommitted and ******** in the memo section. 
  
  We match up the check memo info. and the invoice number and ship out the container. Apparently, customer made a mistake and referenced the wrong container invoice, though.
  
  Our goal is not to leave people feeling unhappy about their storage solution. We can swap this standard for high cube, but customer will need to pay for the trucking costs. We can also offer $100 off next container purchase as a courtesy. I understand this is not what customer is seeking with this complaint. However, the situation is too cut and dry to provide anything additional. 
  
  -Conex Depot
  
  
  

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21845534
  
  I am rejecting this response because:

   

  They continue to reference the incorrect second invoice. Once again, there should never have been a second invoice generated. Thats the whole issue.

   

  I am willing to accept a $750 refund and keep the incorrect container
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/12/2024

  Good Afternoon,
  
  We issued two invoices for High Cube and Standard and customer selected the Standard Height container invoice which was cited on his check. Our company is not wrong for providing customers with options to choose from.
  
  The option we can provide here is a preferred trucking quote to swap the standard height for a HC unit if that is what the customer prefers.
  
  Regards,
  ********************

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21845534
  
  I am rejecting this response because:

   

  It is apparent that conex depot is not willing to come to anysort of resolution or admit they made a mistake. Once again, there should never have been options. The option was already selected. Then during the payment process, a random option (that was never requested by me) was interjected into the mix without any communication on their part. 

  I will continue to pursue this until the container is either replaced with the correct one, or I am adequately compensated per my former request for settling with the delivery of the incorrect container.

  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/23/2024

  If you read through the messaging between Conex depot and I, it is apparent that they are not willing to come to a fair and reasonable compromise, nor are they willing to admit their mistake. Instead they keep trying to point two a "paid invoice" that they sent to me after I had already agreed to a different invoice that I was trying to pay on. I never requested a second invoice, nor was it ever communicated that their was one. 

   

  What can you do to help me with this since the company clearly has no desire to?

  Business Response

  Date: 08/10/2024

  Good Evening,
  
  There is nothing unethical or unprofessional about providing various product options to customers. The customer viewed two different invoices for 8'6" height and 9'6" height containers. The customer chose the 8'6" height (apparently by accident) and cited that particular invoice on his check. We followed these exact instructions and delivered this unit. 
  
  After customer realized the mistake, we agreed to swap out the shorter container for a taller one. However, customer would have needed to pay the delivery fee, of course.
  
  Regards,
  Conex Depot

  Business Response

  Date: 08/10/2024

  Good Evening,
  
  We noticed this complaint has arisen once again. Do you have any questions we can answer? The customer keeps repeating the same thing. Not sure additionally what else we can say on the matter. 
  
  As employees of companies, we are also consumers as well. We have empathy about misunderstandings and issues. The feeling as though one did not get what one paid for is a frustrating feeling when we work so hard for our money. I am not quite sure what else can be said with regards to this particular issue, though? The customer perseverates on ******************** sending multiple product options. I believe providing product options is common practice and simply looking out for what might make a customer most satisfied.
  
  Keep us posted many thanks,
  Conex Depot

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21845534
  
  Conex clearly has no desire to resolve this. They keep circling the wagons with their responses giving the same one and refusing to recognize that "providing various product options to customers" does not include having multiple **** sending different invoices after the process has been COMPLETED with the exception of payment. Thats not product options. Thats confusion and an error on their part.

  The BBB doesnt seem to have any interest in escalating this. If conex would like to give me $750 off to keep the incorrect container, I am happy to do so. Otherwise at this point I am going to get an attorney involved to get this settled. 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/12/2024

  Good Afternoon,
  
  I believe the purpose of this mediation is to find a common ground. With that in mind, customer ordered and paid for a Standard, but actually wanted a High Cube. We can accomodate the customer by:
  1) Coordinating a swap of these containers at no additional charges for the upgrade or the depot fees to ingate besides the delivery costs.
  2) Provide a $200 partial refund with the intention of collaborating on some compromise to the complaint.
  
  Regards,
  Conex Depot

  Customer Answer

  Date: 08/19/2024

   
  Better Business Bureau:
  
  I am not interested in paying to swap out this container if I am forced to pay removal/delivery costs, however if they want to compensate me $200 for the mistake of not providing me with the larger cube, I will accept that as a resolution at this point..
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/19/2024

  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 purchased a conex shipping container from this company last spring. I elected for a used container, which according to their online guarantee it should be water and wind tight for one year. I contacted my sales rep ******* who referred me to ****** the only warranty representative. ****** asked for videos and photos and after providing them he's claiming that his only course of correction is to send some patch kits, a temporary repair without clearly identifying the the source of the leak. I'm not a qualified repairer of these types of units and I'd like the company to provide me with a solution, ideally a replacement shipping container that is wind and water tight.

  Business Response

  Date: 03/27/2024

  We repaired this container to wind and water tight standard, but the customer expects the container to be repaired to new condition. Repairs of that standard are more than the value of the container. When customers purchase the cheapest possible USED shipping containers they should expect they will not be perfect and may need ongoing maintenance."  

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21437576
  
  I am rejecting this response because:

  There have been no repairs made to the shipping container I purchased from conex depot. The conexdepot website guarantee page available here: ***************************************************** states that "All cargo worthy and wind and water tight grade containers are guaranteed to be structurally sound and water tight for a period of one year from the date of purchase." The doors on my container don't close correctly according to the professional welder that the company hired to evaluate and repair my container. The doors cannot close fully making the container neither structurally sound or water and wind tight. The statement that repairs have been made are entirely untrue. We did agree that the company would hire and pay for repairs to my container to honor that guarantee they even contacted the welder to say as much but then they cancelled the agreement and are refusing to make any repairs except to mail out a temporary patch kit. A patch kit not a good fix for two reasons (1) I would have to install it myself, I'm not a trained technician to perform these kinds of repairs and (2) these repairs are temporary at best. I would not have accepted the unit in this condition when it was delivered because it's a short range fix and I bought a used container that was guaranteed to be wind and water tight. Also a patch kit only address the hole that is actively leaking into the shipping container ever rain or snow storm but not the faulty doors. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/11/2024

  For the leaks, we can get customer a kit that is the same as the ********************** would use for repair.
  
  The doors on the other hand, this seems to be an issue that came up after customer accepted and had the container on the property for nearly a year. It does not seem pertinent in the photos sent about the leaks. The door issue came after a welder visited customer and was trying to make more work for himself and pad his bill.
  $800.00 on a welding repair job is way out of line and a gouging quote from that welder.
  
  As mentioned previously, customer purchased our most budget friendly used container. These containers are routinely 15 plus years old so even if the welding fixes were to take place there could be other maintenance issues that could pop up as part of having a shipping container storage solution in used condition.
  
  As a reasonable compromise we are also willing to send customer a New (One Trip) 20 Standard container at our cost plus delivery. This is more than $1,000.00 off our listed price.
  
  Please consider these options and let us know which way you would like to go; either the patch kit to repair the leaks or get a great bargain on the highest grade container you can buy in the *************.

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21437576
  
  I am rejecting this response because:

  The item is guaranteed to be wind and water tight as well as structurally sound per the contract at purchase. A patch kit does not fix the issues at hand in a permanent way, it addresses on leak without addressing the issue of the doors that have been ongoing since the day of delivery. 
  

  Ive offered to allow a welder to make repairs (any welder, even if the company can find a new one at more competitive rate) as long as all the issues are addressed. It would also be satisfactory to replace my unit.

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/03/2024

  We are happy to provide a patch for this container, which is the same procedure that the depot uses to repair a leak on a container to ensure it is "wind and water tight." It is important our customers are able to store their belongings and keep them dry. 
  
  The other option we have provided is to upgrade the container to a new-one trip unit if the customer is seeking a higher quality container of that caliber. This offer is at our cost.
  Apologies for any inconvenience in this matter.

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21437576
  
  I am rejecting this response because:

  This resolution doesn't address the doors that won't close. It also doesn't fully repair the unit, they initially offered to hire a welder and sent him to my property but then refused to pay him for his estimate. 

   

  The newer 1 trip container offer is an offer for me to purchase a new container at a discounted price but I don't need a second container, I would simply like to have one container that is in good working order. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/09/2024

  Hello,
  
  It appears we are going in circles a bit. I believe we have both made our perspectives abundantly clear.
  
  Our company guarantees containers are WWT for up to one year after purchase. If a container develops a hole, we send a patch to plug the hole. If there is a problem with the doors not closing, that can usually be solved by adjusting the container on the ground so it is level.
  
  This is what we have to offer to help customers keep their purchases wind and water tight.
  
  Regards,
  Conex Depot

  Customer Answer

  Date: 05/15/2024

  My complaint has been satisfactorily resolved by the vendor. Please remove my complaint.