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:12/08/2023

  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.

  May 17, 2023 Servpro of South ***** contracted Mobile Mini to deliver storage pod. Mobile Mini dropped off wrong pod without incident. While picking it up to deliver another one, pod came off truck, was drug the length of the driveway and then off the driveway across lawn and hardscaping. Not only was driveway scratched and gouged but concrete had been chipped/cracked on edge of expansion seam. Within an hour, Mobile Mini rep came out and assured me they would not send that truck back out. He then told me it would cost $30,000 to replace the driveway and he had even seen brand new driveway damage insurance companies would not do anything about. Rep said hed pay $400 for someone to power wash it. I told him I wanted Mobile Mini to file a claim on their accident insurance. Another pod was delivered that day without incident.In August, Mobile Mini picked up the pod and did not contact me regarding the damage to the driveway. Contacted Servpro and was told ******* had not done the damage and Mobile Mini would have to take care of it. I informed them Mobile Mini would not have been on my property had they not contracted them, and they needed to contact Mobile Mini. Mobile Mini rep contacted me, came out with power washer. I again asked for him to file claim which he would not do. Since power washing wouldnt repair damage, he left. Contacted Servpro and rep came out to look. He contacted pod company who said they would pay me $300 and Servpro would provide a bag of dirt and a power wash. November, emailed Servpro requesting names of insurance companies for both Mobile Mini and Servpro in order to file a claim. Servpro called to tell me Mobile Mini upped their offer to $1,000.10/20/23 - Servpro billed me $2,561.35. I emailed them that I wouldnt pay bill until driveway damage had been addressed.I want Mobile Mini and/or Servpro to pay a total of $7,381.00 to replace the driveway and repair lawn/landscaping.

  Business Response

  Date: 12/19/2023

  Our contract is with *******, not the homeowner who filed this complaint. However, we decided to make a goodwill offer to the homeowner in attempts to stand by our service. To date, we have never received an estimate or quote to repair the driveway. We could not pay a claim without this information sent to us in writing. 

  I conducted a search for the property on ****** Maps. I attached a picture for your review. The picture is date stamped July 2019. There is a dumpster sitting in the driveway that does not belong to our company. As I zoomed in on the photo, there are pre-existing cracks in the driveway. Again, these were not caused by WillScot Mobile Mini. We did not deliver a storage unit until 5/17/23. 

  We offered to spilt the cost with *******, who is a repeat customer of ours, but have not received a response. Our contract does state we are entering the property with heavy equipment and precautions should be taken in advance. 

  Our company is willing to settle this matter, but have requested an estimate from the homeowner and a response from *******. Neither have been satisfied to date. 

  Please have the homeowner email me a written estimate for only the damages we caused and I will reconsider my offer. 

  Thank you,

  *****************************, Claims Manager

  WillScot Mobile Mini

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

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

  Customer Answer

  Date: 01/04/2024

  I was going to provide a copy of the estimate to replace the damaged driveway they had requested.  could you please reopen it?

  Customer Answer

  Date: 01/08/2024

  I've tried several times to attach two estimates:  driveway replacement and landscaping repair.  Neither one is showing.  Did you receive them?

  Business Response

  Date: 01/10/2024

  The company will work with our customer and the homeowner to resolve this matter. 

  Thank you,

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

  Claims Manager

  WillScot Mobile Mini

  Customer Answer

  Date: 01/12/2024

  I am rejecting this response because:   I have submitted the two estimates:  driveway replacement quote (********) and landscape (******) totaling $7,421.  I will be willing to accept Mobile Mini's offer of half this amount (3,711.00)  if Servpro will reduce their bill from $2,561 to $1,280.   

  Business Response

  Date: 02/02/2024

  We have settled this claim with the homeowner. She signed a release and has been paid  for the driveway and landscaping damage. Any further complaints or disputes over payments should be addressed to ServPro. I believe the homeowner and ServPro are still negotiating for their work done, which has nothing to do with our company. Thank you for your time.