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:03/03/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Dear Snapbox Self Storage / Go Store It Customer Support,I recently signed a rental agreement with your company in November 2024 for a storage unit at $204 per month. I moved my belongings in on January 23, 2025. Shortly after, I was shocked to receive an invoice for $448 per month. Assuming this was an error, I contacted your office, only to be informed that the company had decided to increase rateseven though I had just begun my rental.I expressed my frustration, and a corporate representative agreed the increase was excessive, offering a new rate of $250, which I accepted. However, on March 1, 2025, I was still charged $448. In disbelief, I visited the ********, ** location to speak with the manager, *****. While initially polite, she claimed the issue was beyond her control and refused to escalate it to her district manager, stating there was no escalation path.During my visit, I witnessed at least five other customers canceling their units due to similar drastic price hikes. It became clear that this was not an isolated incident but a troubling pattern of unfair pricing practices.Given this lack of transparency and resolution, I have no choice but to cancel my unit effective April 1, 2025. Please confirm my cancellation and ensure no further charges beyond my agreed rate for March. I also request a formal review of this matter and a response outlining any corrective action your company is willing to take.

• Initial Complaint

  Date:12/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 recently reached out to Snapbox Storage to resolve ans issue that I was having. I was charged a late for a late payment. I reached out to the manager of the property to ask if the fee could be reversed as it was my first late payment in my 2 years of being a customer with them. I was told since I paid the account, I wouldn't be able to get a refund and was told to reach out to corporate about it. So I reached out to them by email and a phone call. I was told in a response to my email that my issue would be referred to a supervisor and I would get a callback or a response in ***** hours. When I didn't receive a response after the time frame, I reached out my phone, however no one answered my calls nor did I get a callback from my voicemail.

• Initial Complaint

  Date:10/22/2023

  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.

  I paid for a Storage Defender motion detector for my unit **** at Snapbox *************************** starting 11.1.2021 for additional $12.00 per month with auto pay totaling $89.11. Checking into the unit in early 2023 there was no signal notice text message alerting me someone had entered my rented unit. I tried again and no text alert and notified the Manager ************************* who walked with to the unit. We discovered there was no storage defender attached the back wall of the unit. She attached another device in june which is operating as of October 2023. The same manager stated that since the device was improperly installed that i would not be charged to cover the faulty installation that i paid for monthly.Instead I received a credit only for JULY and August 2023 leaving a requested refund of $216 for services paid but not rendered. This manager then decided to raise my rent with 15 days noticed in violation of the lease and again on October 5 in a letter from $93 to $101 and then again on October 16 2023 once again raising rent $108.44 twice in one month again in violation of the ** Standard lease i signed on October 28 2021. This appears to be clear retaliation for questioning her efforts to raise my rent without proper notice. For the record i have a perfect payment record with Snapbox *************************** , *****************************************************************-Owned & Operated by ************* , LLC.

  Customer Answer

  Date: 11/19/2023

  Thanks for trying to resolve this problem. Snapbox has NOT attempted to settle this problem, to the contrary.

  Snapbox ignored the notice and emailed another rent increase on November 16 2023 to $108.95 violated the terms and conditions of the lease signed in October 2021 in yet another Breach of Contract.

  Snapbox also declined to refund the overcharges for their faulty Storage Defender and the fee's paid for 18 months, amount owed is $216. If you are unsuccessful in a response from Snapbox a claim fill be filed in Municipal court in Philadelphia.

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

  Business Response

  Date: 12/05/2023

  We appreciate the opportunity to address these concerns and provide clarification.
  It has come to our attention that the issue arose from an incident where the Storage Defender device was accidentally knocked off the wall, resulting in a disruption of the service. We appreciate your transparency in notifying us of this incident in June. We understand the importance of security for our customers, and we sincerely apologize for any inconvenience caused by this unforeseen circumstance.

  We have taken prompt action to address the issue by reinstalling a new device at no charge in June. We acknowledge that this incident may have caused frustration and concern, and we want to assure you that we take your concerns seriously.

  In response to the rent increases, we understand that you have raised concerns about the timing and frequency of these adjustments. Per our records, you have received one rental increase on the account.

  A letter detailing this was sent via USPS with a thirty-day notice. We assure you that rent adjustments are made in accordance with our policies, and we apologize for any confusion that may have arisen.
  At Snapbox Franklin Mills, we value your tenancy. Our aim is to provide a secure and reliable storage experience, and we apologize for any inconvenience caused by the issues raised in your complaint. We will work diligently to resolve the outstanding concerns and provide a fair and satisfactory resolution.
  To ensure that we have resolved your maters, our team will reach out to you in the coming days to discuss how we can best address your concerns.
  We are committed to ensuring your satisfaction and appreciate your patience as we work towards a resolution.
  Thank you for bringing these concerns to our attention, and we look forward to resolving this mater amicably.