ComplaintsforSpareBox Management Company LLC

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  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

  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

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  09/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had sparebox sense July I have paid thru the automated system every 10th of the month with proofs of this cusotmer service had stated to me there was a glinch in the automated system and it would be resovled soon i continue to make payments get an email my stuff is being put on a lien then and auction date after trying to dispute it for weeks my unit was sold September 21st 2023 with all my family's sentimentalitems, my dad's ashes my, dogs ashes my kids pictures, first hair cuts, first tooth lost, my dead grandmother's dishes my family jewelry and things I can never replace again all iam asking is for my stuff that is rightfully mine as I have paid it is not my fault as a customer yur system was or is gliching, my next step is to file a lawsuit on sparebox, I'm starting to see that alot of people at the same location my stuff is at are having the same problems with them too horrible horrible business they don't care about there customers or there belongings they are loosng alot of business I want my stuff that should have never been touched ive sent requests and receipts and still no call back from corporate disgusted!! But mostly sad all the stuff in my unit was sentimental and personal

  Business response

  09/22/2023

  Hello,

   

  Thank you for reaching out to us. We reviewed your account and made several calls to you. 8/5/2023, 8/11/2023, 8/19/2023, 9/4/2023, 9/6/2023, all these calls went unanswered. We attempted to help this customers situation, with little resolution. No payments were successful after the initial payment on 6/10/2023, the customer called in to make payment with cash which our customer service agents refused as per ******************** Policy. Please let us know if you have any other questions. Thank you again, for reaching out to SpareBox Storage.

  Customer response

  09/22/2023

   
  Complaint: 20640990
  
  I am rejecting this response because: I have mostly everything in that unit ia sentimental to me I will be filing a lawsuit moving forward as I've given it two weeks for corporate to call me back and no response this business does not care about there customers they are thieves ibwould like my personal and sentimental items kids photos jewelry from passed away loved ones my dogs ashes and fathers along with my grandmother kitchen items that ha passed I will buy the unit back if need be please have corporate call me back!!! 
  
  Sincerely,
  
  ***************************

  Business response

  10/02/2023

  Hello,

   

   

  Thank you for reaching out. We reviewed the account and previous ******************** messages regarding the issue. Our team has been informed that SpareBox did grant ****** for this previous tenant to gather their sentimental items. After closer review, this previous customer has retrieved the items they wanted. Thank you for your time. Please contact our *************************** for any questions. Thank you.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 23, 2023, ******* called Sparebox to see about getting a space to park her motorhome after replacing a stolen catalytic converter & looking to avoid a second occurrence of this theft at her home. She was greeted by a call service, as it was after business hours, and they gave her what they assumed to be an appropriate sized space. She took her motorhome and while parking in the space given her, she heard a crunch & stopped the vehicle. The space was too small & damaged the air conditioner on her motorhome. Feeling stressed about her luck as of late, she went home and would deal with it the following Monday. Her **********************, accompanied her to retrieve the motorhome the following Monday, and they called the call center to tell them the situation and asked for a refund for the monthly fee and what they would do about the damages. After being given a hard time and little hope of getting the monthly fee back by what they were saying & that they would take no responsibility for the damages, although they admitted they did not know the heights of the spaces they rent to people, they did say they would return some of the monthly fee (as of August 1st, no refund has been issued). ******* called the center again Aug 1st, to be told she has passed the time limit for which refunds would be given. She told them that she has called before asking for a refund, and they would not budge. She said she would tell the BBB and they said they would tell them the same thing. ******* is looking for a refund for the monthly fee, and compensation for the air conditioner damages. Attached are all correspondence (Sparebox is sending payment due reminders for July, even though they've been notified the motorhome is no longer there), an estimate for AC repair, a picture of the damage, and the contract ******* was given by Sparebox. Any help you can provide is greatly appreciated.

  Business response

  08/09/2023

  Hello *******, 

   

  We are truly sorry for the stress and frustration this situation has caused you. We have refunded your payment of $105.52 for parking space ****. You can expect to see this refund in your account in 3-5 business days. As for the damages to the A/C unit on your camper, SpareBox will not be compensating you for the cost of repairs. 

   

  Kindly, 

  The SpareBox Team 

  Customer response

  08/14/2023

   
  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

  07/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 15, 2023 I went to the Sparebox location on ******* Road and found my unit 575 locked. This is the same unit I came to this site to complain about previously. Apparently, management at this site didnt get the memo stating that I was issued a credit due to the previous inconvenience or could have gone to my account and noticed there wasnt an outstanding balance associated to this unit. And since I continue to be forced to contact your customer service department that doesnt really provide ample service, Im here again. Also, I receive immediate notification if Im late on a payment, but why wasnt I notified that the ** is broken in a building Im paying $250.00 for a unit thats supposed to be climate control? We are facing temperatures in the 100s and beyond and this issue poses a threat to my merchandise. Please advise on how soon this will be rectified and how my bill we be adjusted due to this building no longer being climate controlled. Thank you.

  Business response

  07/28/2023

  Hello ******,

   

  We sincerely apologize for the stress and frustration that this situation is causing. Our Property manager confirmed this morning at 8:49 am that a vendor is scheduled to come out to inspect the climate-controlled buildings at this facility. We have credited both of your units for One month's rent. 

  Customer response

  09/30/2023

  I rented my first unit 383 when the storage company was Self Storage and transferred to another unit under Self Storage to 575 under Sparebox Storage and it has been an absolute disaster. Dealing with your customer service is a nightmare and that is why I continue to find myself here to get issues resolved. Ive downloaded your app since you took over that location on ******************* in *******, **. I received two reminders in 09/28/2023 via email stating that both units were due on 09/26/2023. I knew I owed on 383 but I also knew that I paid $50.00 for unit 575 on 09/14/2023 because my budget is extremely rigid, so I paid it early. I started calling customer service at 7:00 am to get answers and I was talked over the entire time and asked to have a supervisor call back. They called back at around 9:00 am but I was at work. I called back and they werent available. Another agent tried to assist but couldnt give me an answer if I owed on August 26th why would I pay on September 14th and not be locked out or charged a late fee. I explained there was not a balance pending under the app, so that is why. I called back again around 7am on 09/29/2023 and asked to speak to the supervisor who initially called me and was told they were not in. I asked if he was the only supervisor and was told there are three. I then asked can I have either of them call me back and was assured they would be notified and I never received a call back at all on Friday. When I went on the app to pay for 383 on 09/28/2023 I had to register again under the app where I never had to do that previously. There is something truly suspicious going on here and I would just like to move my stuff out of 575 to not have to deal with your customer service department under this unit. Its been the worst customer service experience Ive encountered in some time. I looked to your app to pay what Ive owed. Why have I not had issues with 383 but continued issues with 575? Im paid until 10/14 and will be out.

  Customer response

  10/13/2023

  I rented my first unit 383 when the storage company was Self Storage and transferred to another unit under Self Storage to 575 under Sparebox Storage and it has been an absolute disaster. Dealing with your customer service is a nightmare and that is why I continue to find myself here to get issues resolved. Ive downloaded your app since you took over that location on ******************* in *******, **. I received two reminders in 09/28/2023 via email stating that both units were due on 09/26/2023. I knew I owed on 383 but I also knew that I paid $50.00 for unit 575 on 09/14/2023 because my budget is extremely rigid, so I paid it early. I started calling customer service at 7:00 am to get answers and I was talked over the entire time and asked to have a supervisor call back. They called back at around 9:00 am but I was at work. I called back and they werent available. Another agent tried to assist but couldnt give me an answer if I owed on August 26th why would I pay on September 14th and not be locked out or charged a late fee. I explained there was not a balance pending under the app, so that is why. I called back again around 7am on 09/29/2023 and asked to speak to the supervisor who initially called me and was told they were not in. I asked if he was the only supervisor and was told there are three. I then asked can I have either of them call me back and was assured they would be notified and I never received a call back at all on Friday. When I went on the app to pay for 383 on 09/28/2023 I had to register again under the app where I never had to do that previously. There is something truly suspicious going on here and I would just like to move my stuff out of 575 to not have to deal with your customer service department under this unit. Its been the worst customer service experience Ive encountered in some time. I looked to your app to pay what Ive owed. Why have I not had issues with 383 but continued issues with 575? Im paid up until 10/14/2023. Moving out.

  Business response

  10/19/2023

  Hello,

   

  Thank you for reaching out to us. We reviewed the account in question and went through the proper channels for information. It appears that notices have been sent to this account with the email on file, it also shows that the account was allowanced for any inconveniences faced.  Our customer service team is ready and available to explain any issues or questions regarding the tenant's account, payment process, ways-to-pay, etc. Please reach out at your earliest convince.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Some time in May and June of 2023, our storage building was broken into. The area manager was aware of the situation and had closed the unit and placed a lock from the company on the door. This area manager did not contact the corporate office to notify them about the robbery or the door lock. Thus, we were not notified by the company. When we went there on June 19, 2023, to get a fan out of the building, we saw that the lock had been changed. The corporate office was closed and we had to contact them on June 20, 2023, to get the combination. From 7am on June 20, 2023, we had requested to speak with a supervisor and were told that the supervisor was not available and we would receive a call back. When we opened the door, we noticed that 1/3 of the items were gone from the storage facility. Police were called and a case was opened. We call the corporate office again and requested that the area manager contact us to get information about when the unit was found open. The area manager is unable to be contacted. Instead, corporate answering service is the only dividision that was able to be spoken with. On June 22, 2023, we had still not received a call back from a supervisor. We called at 3:30pm and finally spoke with a supervisor. We were told that the area manager did not inform them of the situation. There are multiple video cameras and the area manager did not take action to review them to see the crime that had taken place. We had over $3,000 worth of merchandise stolen without being notified. The actions, or lack of proper actions, demonstrates that the area manager chooses not to inform and assist the customers properly.

  Business response

  06/27/2023

  Hello,

   

  Thank you for reaching out. We understand what a headache this has caused. Depending on your insurance provider, either through SpareBox or your own insurance provider, please reach out and file a claim if you have not done so already. We will work with insurance to provide an information we can so that the claim can flow smoothly. For more information please reach out to our Customer Support team so that we can diagnose this issue further. Thank you for reaching out.

   

  --The SpareBox Team

*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. ↩