ComplaintsforBigSteelBox

• Initial Complaint

  15/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Sell their "40' Used High Cube BigSteelBox Sale" to me as they have quoted., not what they are saying in their order.

  

  Business response

  21/06/2023

  ******************************* received a quote for a 40 High Cube shipping container that contained a typing error. ******************** was contacted by phone immediately after the incorrect quote was sent to explain the issue. Although the quoted price was given in error, it was honoured. ******************** has already paid for the unit.

• Initial Complaint

  03/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Big Steel Box provided a notice of demand for payment letter (attached). The demand letter stated that the outstanding payment had to be made "on or before May 2nd, 2023" or they would take action to repossess my storage containers. The drivers showed up at my home to repossess my storage containers the morning of May 2nd, 2023, frightening my elderly father. My wife called me to leave work to deal with the two drivers, so I drove home. I called Big Steel Box phone number and advised the phone attendant of the issue as well. She advised that she would call the drivers. I also showed the drivers the demand letter and advised that the letter stated "on or before May 2nd, 2023" and that the payment would be made as per demand letter terms. The full payment was made and account had a zero balance. The drivers tilted all of my belongings in the storage container, causing damages and loaded container on truck. They only took one of the two storage containers that are on the same contract. I now have one storage container and the other container is in their possession with no solid explanation or resolution from anyone within Big Steel Box company. I called head office supervisors and was told that Jamie Doucet would have to talk to her employees about the issue. They now state that I am supposed to come and pick up all of my damaged belongings from the storage container and they will not be returning the container or belongings. This is company negligence as they provided a repo letter with a payment date deadline, then came before the specified payment date, damaged and stole my belongings from my property. I am now left without one storage container and no belongings which include tools, equipment, electronics, company confidential files, including government files, personal items, childrens items, etc. This is completely unacceptable!!!

  

  Business response

  04/05/2023

  Hi ******. When invoices remain unpaid for more than 4 months, we must move to the lien and repossession process. After each unpaid monthly invoice you would have received an email and phone call from our Accounting Department, however, because those messages went unanswered for more than 4 months, we were forced to move to the repossession process. In addition to the letter you received (dated April 24, 2023) we also followed up with a phone call and voicemail on the morning of May 2, 2023, as a final attempt to collect on your account. Unfortunately, we were still unable to reach you, which resulted in the repossession of your container on the date specified in our messages and letter to you.
  
  To follow up on the most recent voicemail left for you on May 3, 2023, you are welcome to access and remove the contents of the container at our yard. Please call the number provided in that voicemail to arrange the set out of the container.

  Customer response

  04/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: When a business provides a demand for payment letter specifying a deadline date, they must abide by that deadline date. BigSteelBox provided a deadline date of May 2nd, 2023. The exact repossession letter wording is: "** *** ********** ******* ** **** *** ********** *** ******** **** ******* ************ ******* *** ********** ****** ****** *** ** ***** ** ******* ** *** ******** ** ** ****** **** ***** ** **** ** ************ *** ********* *** ******** *** **** **** **** ***** **** ****** ** *** **** ** **** ********** ** ******* *** *********** ****** **** ** ****"

  Payment was made in full on May 2nd, 2023 as per demand for payment letter deadline. BigSteelBox made a mistake and repossessed the unit on May 2nd, 2023. They did not have authority to repossess the unit until May 3rd, 2023 as per their demand for payment letter dated April 24th, 2023. Instead of apologizing for their mistake, BigSteelBox now wants me to attend their yard and pick up my damaged items from the repossessed storage container at my own expense and bring them to my home, where there is no longer a place to store them. This is completely unacceptable as I paid the invoice in full on May 2nd, 2023 as per their demand for payment letter terms. BigSteelBox needs to own up to their mistake and provide some professional customer resolution service.    
  
  Sincerely,
  
  ****** *******

  

  Business response

  12/05/2023

  RE: Complaint: ********
  
  Regarding ****** *******’s response:
  “I am rejecting this response because: When a business provides a demand for payment letter specifying a deadline date, they must abide by that deadline date. BigSteelBox provided a deadline date of May 2nd, 2023. The exact repossession letter wording is: "** *** ********** ******* ** **** *** ********** *** ******** **** ******* ************ ******* *** ********** ****** ****** *** ** ***** ** ******* ** *** ******** ** ** ****** **** ***** ** **** ** ************ *** ********* *** ******** *** **** **** **** ***** **** ****** ** *** **** ** **** ********** ** ******* *** *********** ****** **** ** ***.”
  
  BigSteelBox Response:
  Please see the attached Order and RESIDENTIAL MASTER AGREEMENT (hereby “the Contract), which was signed by ****** ******* on October 12, 2022. In section 11. DEFAULTS AND REMEDIES it states that if a customer fails to pay fees when due the “Customer gives BSB authority to take all necessary steps to repossess Equipment including, but not limited to, the cutting of locks and moving of vehicles and agrees to waive, release, and indemnify BSB from any and all claims it may suffer as a result of repossession” without notice.
  
  ****** *******’s account, which includes the rental of two 20’ BigSteelBox containers, was left unpaid for more than four months. The customer was contacted each month by phone and email in an attempt to collect fees. Those eight messages were left unanswered.
  
  A letter was sent to ****** ******* on April 24, 2023, as a final attempt to collect on his account and avoid the repossession of his containers. No call or email was received from ****** ******* by May 2, 2023, and as such trucks were dispatched to repossess the containers. Contact was only made by ****** ******* after the trucks arrived at his property.
  
  As mentioned in Section 11 b of the attached contract it states:
  “b. Upon any default by Customer, or upon termination by BSB, BSB may, without notice and without relieving Customer of its obligations, do any or all of the following, at its option: (i) declare the balance of all invoices due under this Agreement to be immediately due and payable by the Customer; (ii) lock up all Customer-purchased Equipment which is not yet paid for and any rental Equipment currently under contract, and deny Customer access to the use of this Equipment free of any claims of Customer; (iii) charge BSB’s costs and expenses to the Customer until such time as the Customer remedies the default; (iv) retake possession of all Customer-purchased Equipment which is not yet paid for and any rental Equipment currently under contract free of any claims of Customer; (v) seize and take possession of the property contained in the Equipment and dispose of it by private or public sale as a whole or in units or parts and apply the proceeds of such disposition to any outstanding balance payable under this Agreement , the reasonable expenses incurred in seizing, repossessing, holding, repairing or preparing the property for sale and any other reasonable expenses incurred by BSB in enforcing its rights herein and (vi) avail itself of any other remedies available to it under this Agreement, at law, or in equity including pursuant to Part 5 of the Personal Property Security Act, RSBC 1996, c 359.”
  
  It is important to note that ****** ******* had defaulted on the rental payment for two BigSteelBox containers for more than four months. Two trucks were sent to repossess both units, however, because one of the units was blocked by his personal trailer (as is visible in the photo ******************* supplied by ****** *******), BigSteelBox was only able to load one of them on May 2, 2023. ****** ******* still has the second unit on his property.
  
  Regarding ****** *******’s comment:
  “They now state that I am supposed to come and pick up all of my damaged belongings from the storage container and they will not be returning the container or belongings.”
  
  BigSteelBox Response:
  While notice of repossession was not required as per the Contract because ****** ******* had not paid his fees for more than four months, the letter sent to him on April 24, 2023, gave him time to prepare his items for transport in the event of the containers’ repossession should he choose not to pay his past-due fees.
  
  Since the day the container was repossessed, the customer has not accessed or viewed the contents of the container that was removed from his property. ****** has been invited to visit the BigSteelBox location at 764 Governors Rd E, in Paris, ON, to empty the repossessed container, but has not done so. If he fails to visit the location to retrieve his items before his next billing date, BigSteelBox has the right to sell or disposed of the contents without notice as per Section 11 of the Contract, however, ****** also has the option to continue to pay the monthly rent and on-site storage and handling fee and we will continue to safely store his container at our Paris Yard.
  
  

  Customer response

  15/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  BIg Steel Box provided a formal demand letter which outlined the consequences if the overdue amount was not paid "on or before May 2nd, 2023. This demand letter supersedes any contract obligations and by law they had to wait until May 3rd at 12:00am to repossess. The full outstanding balance was paid on May 2nd, 2023 within their repossession deadline as per demand letter. I should not be required to spend any time or money to collect my items due to their mistake of not following their formal demand letter deadline. I have nowhere to put the items, hence the reason a storage container was rented.

   

  Big Steel Box's letter was very clear and states "ON OR BEFORE MAY 2ND, 2023"!!! I paid in full "ON MAY 2ND, 2023". Return the container with my belongings that was paid in full within your demand letter deadline or face a lawsuit for entire container contents value. Your driver's were also shown the May 2nd, 2023 date on letter and contacted your office about this, but were still directed to remove the container, even though it was being paid within the deadline. Please govern yourself accordingly. 

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  18/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  January 17 2022 I arranged for drop off of my Storage bin and received a quote to do a digital signature January 18 2022 I completed the digital signature due to * *** ** * ********* ******* **** ******* ** * ******** *** ******* ** * ******* ****. At no time was I told that I will be charged a additional $197.00 after arranging the drop off at my new residence. I will like the 197.00 returned! In addition to due I was working out of town working when the loaded bin was picked up from my old residence. From a couple of witnesses I was told that the bin was loaded at a extreme angle and more then the 12 degree angles I was told. If any belongings were broken, I will want them replaced.

  

  Business response

  21/01/2022

  A BigSteelBox customer representative spoke to the customer about his concerns and was able to rectify the issue by explaining our delivery process and providing videos demonstrating the delivery process. There were no damages reported by the customer, however, a refund for 1 month’s rent was issued as a courtesy.

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