"Horrible Service"

Before today i only had good things to say about smart box but the customer service and lack of motivation to correct issues has changed my mind. I had scheduled over a week ago to have my belongs droppedoff on 1 July but the morning of received a call saying their 1 and ONLY forklift was down. Then 30 minutes later was told they were up and running again and i would get my belongings. I had already scheduled for movers to come and move my things for me. Well, now after waiting all day, it's 4pm they call saying they are still broken and will not be able to deliver today, or over the weekend because it's a holiday weekend. So i am not going to have any of my belongings for who knows how long. I called corporate and they do not seem to care. How does a company like this have only 1 forklift per location? They can't borrow or rent one to stay on task? This is completely unacceptable

"No show! No care!"

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?

"Rat infested pods--total loss--denied insurance claim"

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.”

"Poor Business Practices"

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.

"Cofanetto Regalo Smartbox."

Purtroppo ho acquistato online un cofanetto regalo Smartbox il 2/9/18. Oggi 2/10/18 il cofanetto in questione non solo non è arrivato ma nemmeno spedito. Alla faccia delle 24/48 ore publicizzate. 👎👎👎

"No Show"

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.

"Smart box lost my pods!!!!"

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!

"Extra Unauthorized Charge to my Account"

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.

"If I could give them a zero I would"

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.

"Who knows or cares where my things are"

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.