Complain About MakeSpace - File a Complaint Today

Getting through to someone who can actually help takes a little strategy. Here is what tends to work.

• Call early in the week. Monday mornings and Tuesday mid-mornings are typically less busy than Fridays. If you call mid-afternoon on a Friday, expect longer waits or a rushed conversation.

• Try the live chat first. MakeSpace customer service chat can sometimes get you a faster response than the phone line, especially for billing questions. It also gives you a written record automatically.

• Have your account details ready before you dial. Account number, the email on file, your most recent invoice, and a clear one-sentence summary of the problem. Reps move faster when you are organized.

• Mention the issue politely but firmly. If you have already contacted them before, say so upfront. Something like, "This is my second time calling about this charge" signals that you are not going away.

• Escalate to a supervisor early. Do not wait until you are 20 minutes into a call. If the first rep cannot resolve your issue, ask for a supervisor within the first five minutes.

Walking into a complaint call without your paperwork is a fast way to get nowhere. Before you contact MakeSpace, pull together everything listed below.

• Your account number (found in your welcome email or account dashboard)
• The email address tied to your account
• Recent billing statements or invoices showing the charge you are disputing
• Screenshots of any unexpected fee changes or rate increase notices
• Dates of any previous contact with their support team, including what was said
• Photos or documentation of damaged items, if your complaint involves a damage claim
• Your storage pickup and delivery receipts
• Any written confirmation of pricing you were originally quoted
• Notes from previous calls, including the name of any rep you spoke to

Users on Trustpilot have pointed out that MakeSpace does not always keep clean records of customer interactions, so your own notes are your best protection. Keep everything in one folder before you make the call.

If MakeSpace has not resolved your issue after one or two contacts, it is time to push harder. Here is a clear path forward.

Step 1: Go Back in Writing

Send a formal email or use their contact form, referencing your previous attempts. Keep it factual and include dates. A written record matters if you escalate further.

Step 2: Contact the MakeSpace Corporate Office

MakeSpace's corporate address is 123 William St, Floor 22, New York, NY 10038. You can also try their legal line at (800) 920-2372. MakeSpace corporate office complaints sent in writing tend to get more attention than repeat phone calls.

Step 3: File with the Better Business Bureau

Even though MakeSpace is not BBB-accredited, you can still file a complaint at bbb.org. The BBB forwards your complaint to the business and requests a response. Most companies reply within 14 days. BBB works, but prepare to wait.

Step 4: Report to the FTC

The Federal Trade Commission handles consumer complaints about deceptive billing and unfair business practices. File at reportfraud.ftc.gov. The FTC does not mediate individual cases, but your complaint adds to their enforcement data.

Step 5: Contact Your State Attorney General

If you are in New York or another state with an active AG office, filing a complaint there often gets a faster business response than the BBB. Search "[your state] attorney general consumer complaint" to find the right form.

Step 6: Dispute the Charge with Your Bank

For billing disputes, contact your credit card company or bank. Chargebacks are a legitimate consumer tool. Most banks require you to show you attempted to resolve the issue directly first, so keep your records.

Step 7: Small Claims Court

For unresolved damage claims or significant billing errors, small claims court is an option in most states. Filing fees are low and you do not need a lawyer. Just escalate it.

The Numbers Behind MakeSpace Complaints: What the Data Actually Shows

Most complaint guides skim the surface. Here is what the raw data actually reveals.

The Resolution Rate Problem

PissedConsumer's call summary for MakeSpace is stark: 1 total logged call, 0% issues resolved, and an average call duration of essentially zero. That is not a rounding error. That is a signal. When the only tracked customer service call results in zero resolution, it suggests either extreme call avoidance or a systemic failure to follow through.

The BBB Picture

MakeSpace holds a BBB rating of A-, but that grade comes with a caveat baked right into the rating explanation: the company has failed to respond to at least one filed complaint. Based on available reports, BBB ratings weight responsiveness heavily, meaning even a single ignored complaint drags the score down.

Acquisition Fallout

A pattern that almost no coverage flags: multiple reviewers explicitly note their original storage company was bought out by MakeSpace, and autopay data did not transfer. This is a post-acquisition billing failure pattern, not a random one-off. Customers inherited a relationship they never chose, then got hit with payment disruptions.

Competitor Context

MakeSpace's top competitors include Neighbor, Go Bolt, and Clutter. Based on available review aggregator data, MakeSpace sits at 3.61 stars across 62 reviews on ResellerRatings. That positions it in a crowded, competitive field where customer service differentiation matters enormously.

What Reddit Users Actually Say

One forum user put it plainly: "trust me. do not use them." Another described a pickup that took 8 hours for a two-bedroom apartment, with items broken in the process. These are not isolated venting sessions. They reflect a consistent operational pattern around pickup logistics and damage accountability.

The Macro Context

A 2024 Consumer Federation of America report noted that 77% of customers reported a product or service problem in the past year, more than double the 1976 rate. MakeSpace complaints exist inside a broader consumer frustration surge. But the zero-resolution call data and acquisition billing gaps suggest MakeSpace has company-specific structural issues layered on top of industry-wide trends.

Use this template as a starting point. Adjust the details to match your situation.

Subject: Formal Complaint Regarding Incorrect Billing on Account [Account #]

Hi MakeSpace Support Team,

I am writing again to resolve an issue I have already raised by phone. This is my second attempt to get a clear answer, and I still have not received one.

On [date], I was charged $[amount] for [describe the charge, e.g., a fee increase I was not notified about / a pickup I did not authorize / a billing error after account transfer]. This charge is incorrect because [brief reason]. It has caused [brief personal impact, e.g., an overdraft on my account / confusion about my balance / unexpected financial strain].

To resolve this, I need you to issue a full refund of $[amount] to my original payment method within 5 business days.

If I do not receive a satisfactory response by [date, give 5–7 business days], I will file a formal complaint with the Better Business Bureau and dispute the charge directly with my bank.

I have attached [screenshots / billing statements / prior email correspondence] for your reference.

Thank you for your prompt attention to this matter.

[Your Full Name] Account Number: [XXXX] Phone: [Your Phone Number] Email: [Your Email Address]

These go beyond the basics. If you have already tried the standard channels and hit a wall, these tactics can shift things.

• Use the word "formal complaint" explicitly. When you call or email, say the words "I am filing a formal complaint." It changes how the interaction is logged and often triggers a different internal process.

• Request a case or ticket number every time. If a rep tells you your issue is being escalated, ask for a reference number before you hang up. No number means no accountability.

• Post publicly on social media with a timestamp. If direct contact has failed, a calm, factual post on Twitter/X or Facebook tagging MakeSpace can move things faster. Keep it professional. Angry rants get less traction than clear, documented posts.

• Send a follow-up email exactly 48 hours after your first one. One Reddit user in a storage-related thread noted that a polite follow-up after two days got a response when the original email sat ignored for a week.

• Document everything in one place. Create a simple notes document with dates, rep names, what was promised, and what actually happened. If you end up in small claims or a chargeback dispute, this timeline is your strongest asset.

Billing errors and unanswered support requests from storage companies have spiked in the past year, especially after acquisitions where customer data does not transfer cleanly. Sound familiar?

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