Frequently Asked Storage Box Questions

WHAT SIZE STORAGE BOX SHOULD I RENT? Our rental storage boxes are available in four standard sizes. However, if you have a unique storage issue, we may have additional size storage boxes available. Standard sizes (exterior dimensions):

20' long by 8' wide by 8.5' high has 1,165 cubic feet

40’ long by 8’ wide by 8.5’ high has 2,350 cubic feet – the contents of a 3 BR house.

40’ long by 8’ wide x 9-1/2’ HC (High Cube) has 2,694 cubic feet

53’ long x 8.6’ wide x 9-1/2’ MEGA Box has 3,860 cubic feet

IS THERE A MINIMUM RENTAL PERIOD? You can rent a storage box for a minimum of one month to as long as you choose. If you need the storage box for less than a month, that’s fine, however you are still billed for the minimum rental period of a whole month.

CAN I PICKOUT A STORAGE BOX BEFORE DELIVERY? Yes, we welcome you to visit our facility and select your storage box.

HOW IS THE STORAGE BOX DELIVERED? We deliver storage boxes to your site using either a tilt bed truck or trailer. When the delivery driver arrives, he will back up the truck or trailer into the location where you want the box dropped. He will then tilt the bed until the end of the box touches the ground and pull out from underneath the box. It will gently slide off the truck onto the ground. The driver will then pull out straight therefore there needs to be sufficient space to get out from underneath the storage box. 

HOW MUCH SPACE IS REQUIRED FOR DELIVERY?

20’ box requires at least 60 feet

40’ box requires at least 100 feet

53’ Mega Box requires at least 125 feet

The required footage allows the delivery truck to safely pull out from under the storage box.

WHICH WAY DO WE LOAD THE STORAGE BOX DOORS? Depends. If you want the box doors to come off the delivery vehicle first, we will load the box with the doors to the rear. If you want the box doors to come off the delivery vehicle last, we will load the box with the doors facing the delivery vehicle cab.

IS THERE ANY SITE PREPARATION NECESSARY? The site will have to be somewhat level and firm. We can deliver on dirt, cement, grass, crushed stone, and asphalt. Keep in mind that a storage box might sink into a soft surface and our truck could leave tire marks. Also, dirt or grass grounds will need to be hard and dry.

WILL THE DELIVERY DRIVER LEVEL MY STORAGE BOX? If the storage box is on an uneven surface the doors will not easily open and close. Our delivery driver will level the storage box to a reasonable height. A reasonable height adjustment depends on our driver determining a safe and stable height position. This will ensure that the doors will line up properly and open/close smoothly.

DO I HAVE TO BE PRESENT FOR THE DELIVERY OF MY STORAGE BOX? A designated contact person must be present when we deliver a unit to you. However, for pick up no one needs to be present and the unit must be empty, easily assessable and the ground must be hard and dry.

HOW LONG DOES IT TAKE TO GET MY STORAGE BOX? We strive to deliver your container in the shortest amount of time. In an emergency situation we can deliver the same day.

HOW DOES PAYMENT WORK? Upon delivery, we charge the first month’s rent, delivery, and pickup. Subsequent months are billed. We accept cash, check, and all major credit cards.

HOW DOES THE PICKUP PROCESS WORK? When you are finished with the storage box and it is empty and accessible, give us a call @ 800.654.8533. We will pick up the storage box in a timely manner.

WILL I BE CHARGED FOR THE WHOLE MONTH IF MY STORAGE BOX IS PICKED UP AFTER THE FIRST OF THE MONTH? We bill on a month by month basis beginning on the date of delivery. For example, if delivery is on the 10th of the month, billing will post on the 10th of every month thereafter.

DO I NEED A PERMIT? It is your responsibility to check with your local authorities if a permit is required.

ARE MY GOODS INSURED? We do not provide insurance for your goods and the liability of stored items rests with the customer.

WILL YOU DROP OFF A STORAGE BOX SO THAT I CAN FILL IT AND IT CAN BE MOVED TO ANOTHER LOCATION FULL? We do not have the capability to move loaded storage boxes. Our storage boxes can be used on site and we will pick them up when it is empty and accessible. We do not provide moving services for loaded storage boxes; however, we do have trailers that are on wheels that can be loaded and moved to another location.

ARE THERE PROHIBITIONS OF USE? We ask that you not store any of the following materials in the container: illegal, toxic, waste, contaminated, controlled, hazardous, restricted, explosive, flammable chemical, paint, used tires or any inherently dangerous material of any kind.

Copyright © 2020 Robert’s Extra Space, LLC.

First Class Customer Service…Yes, It’s Free?

Many businesses believe that the key to providing excellent customer service lies with the quality of their products or services. It’s a mindset based on, “if the customer is happy with what they’ve purchased, and we have very low rates of return/refunds – then it proves we are delivering what customers want”.

Not true. This does not equate to customer service excellence. This is “technical excellence” because the product or service fixed the problem or fulfilled the desire. And so, it should. Remember…. When you buy something, you expect it to do the job.

When you are ready to purchase a product or service take a close look at what will happen after the vendor takes your money? If the initial level of service you received during the purchase was outstanding, it also needs to be outstanding when you seek follow-up service. It’s a fact of life that many sales people do a great job of providing “service” during the purchase phase, because they want the sale. But after the sale, if issues arise around delivery, product quality, a website malfunction, administrative procedures – anything – it’s not the salesperson’s problem. They’re onto the next sale.

In essence, businesses that excel at customer service consistently make it easy and fast to reach you, and take pride in how well they respond to your needs. Knowledgeable and friendly employees are quick to respond to your needs and follow up after the sale. Issues are handled with customer focus excellence at every step of our journey, and on every occasion or your initial warm and fuzzy feeling will dissipate. Your perception about a company may shift, and will influence you to question your decision.

Additional Factors to Consider

Communication:

· Was the Communication Effective?  Effective communication begins with phone etiquette, attentive listening, clear communications – both verbal and written.

· How much of a hurry you were in and how long did it take to get help? Time is arguably the most important factor of customer service excellence and feeling you were served fast and efficiently is paramount.

· Did they “Go wide, go deep”. This means did they ask all the right questions to give you a thorough, exceptional experience.

Trust:

As the customer, you should know the company’s history of reliability and that future communication is precise and expedient to reinforce you made the right decision. Namely, the company will not take advantage of you. Consider the last time you discovered you were being hit with overdraft charges from your bank or extra fees for services you were not aware was part of the contract. More often if you don’t trust the organization, you probably wouldn’t be doing business with them any longer.

Reputation:

Most buyers will check out a social media star rating of a business to determine its reputation. Savvy customers will invest time in social media reviews to see what is being said about a company. Moreover, savvy customers don’t ignore review sites either. Reputation is a big part of the buying decision, and as a customer, you need to feel comfortable you are investing in a credible company that will support their claims with actions.

Consistency:

Outside of lying, there is nothing that erodes trust quicker than a lack of consistency. Each experience should be just as good as the last one. For example, if each time you visit your favorite restaurant, you discovered the quality was great on some days and not so great on others, you will soon find another restaurant.

Summary:

Doing business with a company that takes pride in interacting with customers should be “a given”. Companies’ should provide you with information in response to inquiries about products and services and to handle and resolve complaints a priority.

“The goal as a company is to have customer service that is not just the best but legendary”. ~ Sam Walton.

Here at Robert’s Extra Space, LLC ® we take pride in providing our customers with the proper information to help guide them through a meaningful business decision. We are a locally owned business serving Maryland, Delaware, Pennsylvania, New Jersey and Northern Virginia.

Copyright © 2020 Robert’s Extra Space