Call for a pickup, they never showed up. Called again, was asked if I set up a schedule for pickup. Firmly I stated to Tammy, that I called for a pickup, I don’t know how much more clear I can be about- Come and pick them up! We are down here in Ft Lauderdale area, I called couple of days before Dorian was suppose to hit South Florida, they refuse to pick them up until after the storm was suppose to hit, and they let me know I would be responsible for the damages of the empty wooden pods sitting on a pallet base. By they grace of god, South Florida was spared. And those two pods are still sitting in my driveway.. They don’t even care about the safety of a neighbor hood or the lives put at risk! Need I say anything more about their business practice?
Review by Langford5 months ago
I had a storage pod for >10 years paid for insurance for every month. When I retrieved it, it was a mess—spilled out of the pod when opened and everything was covered with rat urine and feces. SmartBox denied my claim. They falsely stated that:
• the pod wasn’t packed properly; and
• no gross negligence on SmartBox’s part.
The pod was indeed packed properly. The pod clearly appeared to have been flipped. Perhaps during one of the dozen or so times it had been moved around the DC Maryland Virginia area over the 12 years in their care. And rat urine and feces is gross by any definition of the word—both “excessive” negligence on SmartBox’s part and “disgusting.”
Review by Chrystol8 months ago
I used Smart Box Charlotte (owned by Charles T. Fonville) to store my household items after I sold my home. Smart Box issued me 2 storage units #277 and 309. For 5 years my monthly payment of $137.60 to $150 was automatically deducted from my BOA checking account. I returned to Charlotte and requested my two boxes. I called Smart Box and spoke with John Coors who advised me that he was the owner of the Smart Box Charlotte Facility and he would deliver my boxes. After about a month I still did not have my 2 boxes. John Coor called me from (804) 301-4345 and stated the boxes were going to be delivered he also stated a lot of customers had defaulted on their storage and he should pay me for the delay and I said that is not necessary I just want my property. The delivery consisted of one box that had the lock broken and the only property left in the box was my books. I called him and he said they were looking for the other box and the rest of my property. After getting the run from him for a few weeks I called Smart Box Richmond since BOA was making the rental payments to Spanish Moss Holdings/Smart Box Richmond. I spoke with Spanish Moss Holdings Bryan T. Bostic (804) 545-6970 who was at the time serving as SmartBox’s CEO. At first, he was helpful after a month or two Bryan stated he has gone above and beyond helping me when he did not have to and that SmartBox does not owe me anything. How do you not owe me anything when I have paid you rent for 5 years for property you did something with and can’t return it to me???? I hope these are not the business practices that you instill in entrepreneurs at Start-up Virginia. I received and email from Chris Koch at SmartBox USA telling me that they were unable to locate my unit in the Charlotte facility and they do not hold financial or contractual liability as it relates to my leased units and I should contact John Coor’s attorney Kevin Funk at Durrette Bradshaw. I called Kevin Funk (804) 343-4387 and was advised that John Coor nor Smart Box owes me anything. Either an employee took my property or SmartBox in error auctioned my two storage units and the books were all that was left. I submitted a complaint to Southern Piedmont/ Charlotte BBB and filed a report with CMPD. I contacted attorneys, but they thought there was nothing I could do. I paid SmartBox for 5 years for personal property they could not return to me. SmartBox must have laughed for a week when I requested reimbursement for my 5 years of payment and the property that was missing. I don’t want anyone to go through what I have gone through losing family pictures and other items that cannot be replaced. This whole process is theft by conversion this occurs when a person lawfully obtains property or funds of another, then converts the property into funds for their personal use without the other person’s permission. How can you lose someone’s personal property that they have entrusted you with and are paying for this entrustment and when you lose it you tell them you owe them nothing no refund of the monies you have been paying them for 5 years or to replace your belongings? No matter how you look at this it is unscrupulous business practices don’t lose your valuables.
Review by Fran1 year ago
Well smart box has lost all my pods and don't seem to care I start working next week, or that I haven't slept in a bed for a month! they don't know where my stuff is? Horrible customer service always saying they will email someone about your problems!!! I'm unhappy and if they don't find my stuff ASAP there will be hell to pay!
Review by Rudgar1 year ago
I ordered boxes down for this morning, and they weren't there. I confirmed the date and time of access with the agent a few days earlier, yet no one at the facility, no one answering the local or national numbers. No one called back. I even tried online chat which tells me "someone will be with you momentarily." A lie. I was told the facility would be open from 9:30 am until 3:30 pm today, yet after being there for an hour, no one was ever there. I am now concerned with their viability.
Review by Hadams1 year ago
If I could give them a zero I would. Good customer service keeps customers coming back. Bad customer service keeps customers away. This company has the worst service of any company I have dealt with for years. When offering customer service, they are not genuine. Customer service staff does a good job of remaining polite and conciliatory, even when faced with you angry. They have no problem with delivering the containers but plan on a lot of excuses and delays getting them. The truck broke down, the driver called in sick, the forklift broke to start. Then when you need it picked up they use All City Moving in Hayward. They are the worst of the worst, they promise pickup, schedule you wait all day no respect of a call. Then when you call you to find out you are rescheduled weeks out. If you want quality service STAY AWAY. I AM GETTING HOW FINES TAKEN 2 DAYS OFF WORK. SMARTBOX AND ALL CITY MOVING DOES NOT CARE. EVEN THE UPPER MANAGEMENT BLOWS YOU OFF.
Review by Ampily1 year ago
They have lost my entire storage box. They have told me they don’t work with my city anymore and I need to call someone else. When I called these people they have told me they don’t really deal with Smartbox and have none of my information. No one at the company has been able to help me as of yet.
Review by SilentCoders1 year ago
Never showed up. Never called. Phone number has technical difficulties so we can’t contact. Local number no one answers. You leave a message for a return call and no one ever called. Box was supposed to be delivered Friday morning. Never showed up. Took us til Saturday to get ahold of someone. Told us they now can’t have a box to us till Monday. Family was supposed to move out of the house by Saturday. Wrecked the whole move. Don’t use this company!
Review by LWood1 year ago
The sales agent and delivery driver were nice and helpful, however, there was an incorrect additional charge and when I called to get it reversed, the customer service agent could not figure it out, and had to refer it to their credit dept by email, which was a promise to get a call back within 3 days. I was surprised I couldn't talk to someone immediately to resolve the issue, and now I have to follow up next week.
Review by AJinSTP Nirav1 year ago
They did not deliver our college daughter's box to here dorm. Since they delivered to some dorm on the same campus, they claimed they met service. They also had no information available on the delivery day to indicate this misdelivery. They asked a few questions about lot numbers and addresses on campus but never replied to BBB inquiries (they are a failure on BBB also). So, if you like a scavenger hunt to find your box, and still feel good about paying full boat, this may work for you
Review by Sobz Adsit2 years ago
I've never bothered to write a review of a busines but I've had it with these guys. I used them to move out of my apratment and store items for a year. First, they sent a studio box for my 1 bedroom apartment. Of course my things didn't fit so then they had to call for another box. The movers were unprofessional and didn't wrap any of my furniture and sat and did nothing while they were waiting for the second box to come. They could have finished moving things down the elevator. Then they tried to charge me for the time we had to wait for the other storage box to come. It doesn't end there. Now, I have to pay almost double for storage for a year because of their mistake. I'm ready to move now and they quoted me 3K to move my things to Melbourne! I called A2Z Moving and they are doing it for $1,300. More than that, I'm just trying to confirm that I can schedule my move and some guy James is supposed to call me back but guess, what he never does and the guy I just spoke to hung on me. These guys are a nightmare. Stay away. Update, I did finally speak to James and now since they didn't call me back, I have to reschedule my move since they can't get my boxes out of storage in 2 days. They need 5 days. I need a birth certificate document for a citizenship appointment and now I'm completely hosed. What a mess.
Review by Tymmyt2 years ago
My move with Smartbox was the worst experience with any company that I have had in my entire life. They simply did not show up to drop off my box. After telling me for two days that they were coming, they finally admitted they did not have a box for me. Eventually they promised I would be the first stop on the third day. They showed up at 2 PM, 6 hours before my flight to leave the state.
On the other end it took three calls to get an appointment setup. The first two resulted in them promising to call me back, but of course they never did. When the box finally did get delivered, they left two large metal straps around it so I could not even access the box. Currently I am waiting for them to make a new appointment to remove the straps.
DO NOT USE SMARTBOX.
Review by KristieinSLC2 years ago
The location(s) really matter in terms of what type of service you will be provided. I moved from Seattle to D.C., and while I had a really fantastic experience with the Seattle personnel, I had a rough time with the Maryland location. The rep in Maryland made a mistake, resulting in my being told that there was no way for my delivery to occur the day I scheduled it for, which was supposed to be the very next day. Eventually, after several calls, she was able to correct the mistake and fit me into the delivery schedule. I'm grateful the mistake was corrected, but I'm still gaffed at how the rep approached it (by telling me at first that it was my own error, despite written e-mail correspondence proving otherwise, and then by telling me that there was absolutely no way to accommodate my actual delivery date despite having been made and confirmed weeks ahead of time).
Other than that friction (which would have cost me several hundred dollars in additional hotel nights and movers fees), my items were delivered timely and in good shape. I also cannot emphasize enough how pleasant my experience with the Seattle location was.
TLDR; do your homework on the location(s) you'll need to work with - look at local reviews to see whether or not you can expect good or bad service.
Review by Winesinf2 years ago
This review is specifically for the DENVER, CO location. This business is a franchise and each owner deserves their own review. I apologize if this affects other franchise owners, but I have to let this company know how bad of an operation they have.
If there was a way to give this company lower than a 1 star, I would be glad to do it. I will echo the condition of the boxes that I received at my house from the previous post, the locks were in poor condition, the vinyl that wraps around the boxes wouldn't close properly and the general condition of the boxes was mediocre. Not a good start.
I originally ordered 5 boxes, and the manifest when the driver dropped off my boxes had only 1 box to be dropped off. Luckily, he was able to leave a total of 4, which was fine and I was able to make due. The driver did nothing but complain about the franchise owner of this particular location in Denver. I did feel bad for the guy as he was really working hard, the air conditioning in the truck was broken, I get it - this company treats its employees worse than they treat their customers.
The big problem happened when I ordered 3 weeks prior to our move into our new house (this was a local move) for a Tuesday drop off. I get a call Monday EVENING saying that they wouldn't be able to drop off my boxes until Thursday. I freaked out because I was coordinating with my movers who were going to unload the boxes, it was near the 4th of July so additional expenses were going to be incurred and I had to coordinate my time and the movers as well. The woman on the other end did the corporate apology and promised that they would have someone follow up with me.
I had a heck of a time adjusting my calendar for their problems, but it didn't seem to bother Smartbox. When the boxes were delivered, not only did the containers arrive in bad condition they didn't have any of the vinyl covers on them - probably for their benefit because it would have been a bad advertisement in our subdivision. On one of the boxes, the door was almost open and you could reach inside it - (did I mention that they have horrible quality of their only product?) Luckily, rain wasn't in the forecast or I would have been in a bind.
After my move, I waited for a week and called the local number (which doesn't go to Colorado, but their call center) and asked to speak to a manager. I received a call back from John who runs the call center and the first thing he says to me it "I've read over the notes and I can tell you I can't do anything for you" Are you kidding me? Really, really poor communication skills - you set a bad precedent by putting up a wall with your customers. I have owned several businesses that have to deal with irrational customers and I get it. I remained calm, told him I don't feel this a personal matter between he and I, anybody else in the call center, but why is it that you treat your customers this way?
I simply asked for two things, first - I didn't want a refund, but I feel that some type of credit was deserved. I believe they have bills to pay and understand they did perform what was asked of them, however, I did have to allocate more money for this move BECAUSE of their inability to follow through. Secondly, I'd like an apology from the Franchise owner locally here in Denver. That was three weeks ago, I have yet to hear back from them. If there is anybody who doesn't use this service because of my review, my work here is complete. Save yourself a headache, look elsewhere and avoid this company like the plague.
Review by Kruse Zaitch2 years ago
Between a rock and a hard place, choose the hard place.
I had to use this company because PODS and the like could not fit their equipment through the gates to my driveway. I have no complaints with the local company and their guy who came, but the boxes themselves are made of poor plywood construction, and if the ground is not level, then it sits askew on the ground and the doors and locks do not match up on the boxes. Also, the construction made it easy for critters to move into and wreck some of my furniture that I stored on my property while renovating.
My biggest complaint is that customer service "policy" is lacking. Shame on me for not noting the agreed pickup date--a family funeral put my mind elsewhere--but with any other company I've worked with, there is usually a call to remind you they would come pick up at a certain time so you're on the same page, which is not "what's done" here. Then they charge a $199 missed delivery/pickup fee to compensate "for gas" for the company to come pick up the boxes. A very convenient way of racking up the dough. They have no "policy" for negotiation, and perhaps I am just one of those bitter reviewers here, but I will never use them again, because I feel they are taking advantage where they can.
The positive experiences included the interaction with the local company itself, and I found the customer service reps to be well trained to be pleasant. But when you get down to brass tacks, caveat emptor.
Review by GameFreakHero2 years ago
I received a job offer from Pennsylvania and after contacting several moving companies decided to go with SmartBox. Turned out it was a wrong decision. Here is why. My boxes were to be delivered from a location in Southern California to Pennsylvania. I did not have an exact address yet as I was just looking for a rental apartment. Trying to win my business they said "no problem, we can ship it out without any delays, hold it in our warehouse in Philly if necessary, and ship it to your place when you know the address". The service was $4250. All three of their containers had problems; missing base logs (did not stand right on the ground). One of them wouldn't lock and there were signs that the container was locked with screws previously!
Two days before the boxes were picked up I had an invitation to a different job interview in Southern California so when the boxes were picked up (Thursday) I told the driver to hold them in warehouse in LA until my further instructions and also pointed his attention to problems with the boxes. The driver told me that he will pass that information to the right people and also told me that the boxes are not likely to be shipped out until Tuesday of the next week. Friday (next day after pick up) I called the company to make sure that they got my request about the hold and also reported on problems with the boxes. I was told that they were not sure what was happening to my boxes but told me that they will arrange the hold. I did not receive a confirmation about that. I called them again on Monday but it was a holiday so no one picked up and I left a message. Then I called them on Tuesday and the answer was pretty much the same: "we are not sure where your boxes are but don't you worry". Wednesday I had a job interview and was offered the position in Southern California on the same day. Called Smart box Thursday and no definite answer again. Friday I was informed that my boxes were shipped out to Pennsylvania a week ago and they have no way of intercepting them until they arrive to Pennsylvania. They said they would be happy to ship it back for an additional $3000. After my complaints they offered a discount of $250. What a joke! They held me by my throat! I had no choice but to accept their conditions. Then they said that without exact address they cannot initiate the shipment from Pennsylvania back to SoCal "to prevent this from happening again". I had to spend a lot of time on the phone to finally contact the supervisor who was able to solve that issue. Will see how soon they will deliver boxes and in what condition. All in all I don't think they have not received my instructions about the hold. I am almost sure they shipped it DESPITE my instructions so that they can make me pay more. They never provided any proof of my stuff being shipped to Pennsylvania either. So, the chance is, they never even shipped my stuff out of their warehouse but still charged me $7000.
Review by Sotos2 years ago
My husband and I are planning an across country move and they came in cheaper than every other place. However when I called to finalize our quote that was when we started running into problems.
They do not deliver units to our area. The best they could do was we would have to go to a local warehouse and load our items there. So I asked them if they could deliver it to my in-laws. I am there almost daily and dropping our packed boxes there and loading it up there would not be a huge issue. Even though their facility is in the EXACT same city as my in-law's house, they would not deliver it to their house. Our quote included door to door delivery and they would not reduce our initial quote on a service they could/would not provide.
I thanked them for their time and booked with a different company.
Review by Mergie2 years ago
We rented 2 storage units for 2 months for a renovation and kept them on site. One unit was fine, the other must have had a hole in the roof in the back away from the door. Mold and mildew all over and the roof had started to bow and was covered with green mold. Many items now ruined. I called the company and they said since it was on our property they will not compensate us in any way. Stay far, far away from this company, they do not stand behind their storage units.
Review by GreyGarou2 years ago
I would rate zero stars if I could. I live in Nashville and this company was supposed to pick up on June 1. We scheduled this pickup almost 2 months out. The company could not make the June 1 pickup and could give no answer as to why. Because of this, we now have to go into arbitration with the owners of our old house. This is the worst company I have ever dealt with in my life. The customer service reps will say anything to get you off the phone so that they can pass off the issue to someone else. Pay the extra money and go with a reputable company.
Review by Kribhanidhi2 years ago
Do not use this company. spend the extra money and use pods. I signed a contract for delivery and they did not show up! I called and called for hours and finally someone transferred me to the "local" office and they told me they informed the sales team 10 days prior that they could not do deliveries on the scheduled day. No one informed me. I have been fighting to get a discount as I hired people to help me move my items into the smart box. they told me there is a clause in the contract that gives them 4 days. Why sign a contract? The worst customer service and recovery I have ever experienced. Now I need to worry about the storage of my items and the redelivery! never again!
Review by Jocheh Hogrebe2 years ago
They are giving my sister hell. The crate was damages with over 2000 dollars with of things destroyed. They will not be reimbursing her & are giving her weeks of paper work to try to get basically nothing back. She also has to take time off of her new job to try and solve the problem. They are also making her drive to a far location to do this I her new area she is obviously not familiar with. Um... Pictures of everything..Paperwork...This company will not save you time or money. Very rude. Unacceptable. More work than necessary. ABSOLUTELY STaY AWAY.!!!!!
Review by Margaretr2 years ago
We ordered 4 smart boxes initially and they were a day late being delivered. We ordered an additional 3 smart boxes and they were also a day late being delivered. We scheduled all 7 smart boxes to be picked up on May 31 (gave two weeks notice) and 5 of the boxes arrived on June 1, and the remaining 2 boxes were delivered on June 2. All 7 boxes were emptied on the 3rd and were originally scheduled to be picked up on the 5th. Today is the 8th and all smart boxes are still on my driveway.
The most frustrating thing is when you call the customer service number the people who answer the phone have no information. They tell you they will contact the local office and have someone get back to you. That does not happen. I was calling the customer service number earlier and the representative hung up on me while I was describing the lack of follow-up from the local office. This business model is a good concept, but the delivery is poor, and the customer service is abysmal.
After posting this review I received a call from the general manager of the Nashville location. He told me he had taken the customer service function away from the 877 number and would handle that locally. He went on to explain the tire of the fork lift used to move the smartboxes was slashed and they were waiting on a replacement. Today is the 14th and the boxes were originally scheduled to be picked up on the 5th. They are still in my driveway!!! I just called the Nashville office and no one is available, but they will call me right back...
Review by Mengqi2 years ago
DO NOT CHOOSE THESE PEOPLE. I have been constantly messed around. Their staff could not spell my name correctly after SEVERAL calls from myself and my partner. Meaning they could not email me the contract I needed to sign and deliver by a certain date to receive same day pick. Once they finally sent the contract (2 days later) they said I had to deliver it before a certain time on the same day, mind you I am at work so unable to stop work to review their contract. I simply had to sign the contract and send it as I had 5mins before the deadline.
On the phone they NEVER mentioned a re-delivery fee otherwise I would have chosen another company like Taxi-Box. I called them for re-delivery with the assurance they would call me back for confirmation. I didn't receive a call. I had to call them back!! And they said the exact same thing! So 2 days later I finally received a call back. Now they are charging me a $100+ delivery fee on top of the $200+ I already paid for 14 days storage!!!!!! Like I said. DO NOT CHOOSE THESE PEOPLE!!!!
Review by Skirmantas Korbach2 years ago
The pros -- the boxes in great shape and easy to use. Once you're able to get through, the customer service reps were generally polite and helpful.
The cons -- getting through is a nightmare. I just waited on the line for over ten minutes before I could get service. If I was not trying to get my boxes back, I would have gone somewhere else.
The initial drop off was a disaster. First, they did not show up as scheduled, which caused us issues because it delayed our project. And when they did show up, they damaged my electric gate by running into it with either a box or the forklift. They did not leave a note and denied that they caused the issues.
I just ordered my boxes back. I will be glad to close out this relationship.
Review by Lucile Axford2 years ago
Despite claims to the contrary, Smartbox is unfamiliar with the paperwork required for military moves. (They actually forged one of the required documents I needed to receive reimbursement.) On top of that, they completely destroyed one of my crates and everything in it. I was still required to pay the entire cost of the move.