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:12/30/2024

  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.

  I had water damage to 3 bedrooms & 2 bathrooms in 9/23. The company I hired for my water damaged (Steamy Concepts) recommended Better Box. Better Box responded the next day to move my items out. When they arrived, an employee knocked on my door. I answered & she handed me a piece of paper. I asked her about the paper & she couldn’t answer me because she didn’t speak English. I called family to translate to her that I needed to speak to her boss. The employee called her boss, Joel. I spoke to Joel & explained to him I didn’t understand what the lady was trying to explain & I had questions about the contract. He assured me that my insurance would cover everything & that they always work with Steamy Concept. I was under a lot of stress as my house was completely destroyed from the water damage. Once my home was fixed, Better Box came & moved me back in. In 12/23, I was billed by Better Box for $4971.14. My insurance company provided a check & I mailed it to Better Box on 12/23/23, in the amount of $4971.14. Months later I received a 2nd bill for $2448.12. My insurance company requested certain documentation from Better Box for being charged for things like a rented van, supervisory & after hour charges. Better Box never provided supporting documentation for these charges to my insurance company. When they packed me back in, the employees had their juvenile sons helping and translating for me. None of the employees spoke English when I asked specific questions about moving me back in. I had almost 10 people in my house & I felt extremely uncomfortable with juveniles in my house. More than a year later, I received a bill for $2,448.12 from better box. I spoke to the office manager for better box & requested them to speak to my insurance again. my insurance company reached out to better box asking for documentation in 9/2024 & Better Box never provided the documentation. My insurance company stated that they have paid for the services provided by better box.

  Business Response

  Date: 01/07/2025

  Thank you for the opportunity to respond.  Please see the facts of this case below. 

  We performed a pack-out service for Ms. Moreno on 9.23.23 and billed for that service in October of 2023.  We were paid for the pack-out service in December 2023. 

  We performed a pack-back service for Ms. Moreno on 11.28.23 and billed for that service in January 2024.  We were never paid for this service or the storage costs incurred while Ms. Moreno's items were stored at our facility.  We followed up with her insurance via email and phone calls on the following dates: 2.15.24, 03.28,24, 04.4.24, 04.19.24, 05.16.24, 06.25.24, 09.6.24.  The adjuster replied on 09.09.23 that Ms. Moreno was paid for our pack back and storage invoice on 1.11.24. 

  In regards to this file, Ms. Moreno and her representatives were happy with the services at the time they were completed.  We have made every attempt to settle and collect the funds paid by insurance for our services per our signed contract with Ms. Moreno.  Ms. Moreno has refused to pay the amounts paid to her for our services or provide any reason for any shortfall in the billing. 

  Thank you,

  Kristjan Laumets

  Managing Partner 

  Better Box Contents 

   

   

• Initial Complaint

  Date:04/03/2024

  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.

  After nightmare experiences with Bingham Restoration and Murray Renovation, we’re now dealing with their partner Better Box AZ.
  Our insurance company paid Better Box AZ the inflated price of $1, 305.48 for the transfer of EIGHT pieces of furniture from our home to our attached garage and back after a water leak. On 2/29/24 we noted damages done to two pieces of furniture on the inventory sheet presented to us by Robert. We’ve followed up with a phone call and three emails with photos of the damage to Joel Garcia, Managing Partner, who has not responded. We are requesting that the scratches and indentations be repaired by the Better Box agent or be reimbursed for the damage done.

  Business Response

  Date: 04/09/2024

  We have reached out to ******* and ******* ********** and have made everything right with them and aggress we are both happy with the results said she agrees to retract statement as well 

  Customer Answer

  Date: 04/10/2024

  
  
  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.  
  
  
  
  Regards,
  
  
  
  ******* **********
  
  
  
   
  

• Initial Complaint

  Date:02/20/2024

  Type:Billing 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.

  On 09-07-2024 Better Box Arizona was called out to my home by Bingham Restoration to box up items from my bathroom and hallway cupboards. They indeed arrived and boxed up the items. While in my home, they were friendly and respectful. They had me sign some paperwork with the understanding that it is just protocol and per Bingham and it was all approved by my insurance company. I feel this is worth a report due to many unsettling findings:I did not receive a copy of any of the paperwork they asked me to sign until they presented the bill, months later.
  I did not call Better Box Arizona to come out; they came out based on Bingham’s reference that this is the company they partner with . I was never offered an estimate of their services.
  In the currently inflated itemized bill there is charge for $130 for a Cargo Van and Equipment. These 16 boxes were simply moved from the hall to the living room.
  I was billed 758.69 which I paid. For clarity, they only boxed up and did not unpack.
  Recently, my Goddaughter found an e-mail with photo attachments (album) of items that were packed up. I understand this may be protocol for their protection but I have no need for an album of pictures from bathroom cabinets.
  Due to my deductible, I was advised by the adjuster not to claim on my insurance. Better Box referenced the insurance in e-mail. I have not cashed the check and was not going to make a claim. Now, due to these two businesses’ lack of communication and respect for the claims process, I find myself in a mess.
  There should never be an assumption that “insurance is just going to take care of it.” I deserved a copy of the documents I had signed much earlier. I also deserved an estimate before these services were rendered. This bill is more that the value of the contents packed up. I feel I was targeted due to my age and appearance of vulnerability.

  Business Response

  Date: 02/26/2024

  Dear BBB,

  We reviewed the notice you sent us. We have contacted and spoke directly with customer, ***** *****, regarding the incident and came to an understanding and agreement. Better Box has agreed to refund a portion of her content services and *** ***** has agreed to retract her statement with the BBB. Please let me know if you need anything else from us. 

  
  

  Thank You

  ****

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