Complaints

This profile includes complaints for CubeSmart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CubeSmart

  5 Old Lancaster Rd Malvern, PA 19355-2132

• 

  CubeSmart

  4120 S Federal Blvd Englewood, CO 80110-4317

• 

  CubeSmart

  3265 E Speedway Blvd Tucson, AZ 85716-3933

• 

  CubeSmart

  2855 S Pantano Rd Tucson, AZ 85730-1141

• 

  CubeSmart

  975 S Prudence Rd Tucson, AZ 85710-5020

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:06/14/2024

  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.

  CubeSmart managers conspired to retaliate against me by forging my signature onto a Lock Cut Release Form dated July 22, 2023 , then using that same forged document to justify cutting my lock off my storage unit, resulting in 99% of my deceased mother's property turning up missing. The retaliation stemmed from me cutting off my business ties with CubeSmart because **** had improperly double-charged me $ 472.77 on January 27, 2023 for my first month's rent , and had improperly used my name and CubeSmart customer account on March 3, 2023 to conduct a fraudulent $ 210.91 **** credit card******** transaction that was improperly used to pay my April's storage rent. *******, in front of my witness ***** ******* ( ***** ) admitted cutting off my lock without me being present and lied to us by telling us he obtained my signature on the lock cut document by way of email on July 22, 2023. When ***** and I arrived at my storage unit to take my mother's furniture and clothing to *****'s parents thrift store, we saw my padlock lying on the ground in front of my storage unit cut up into pieces. When I initially rented my storage unit from **** on January 27, 2023 and in accordance with the terms of my Rental Agreement Lease I paid **** $ 12.00 each month for ********* Protection Plan Coverage to insure my mother's property for $ 2,000.00 ( even though her property was worth a whole lot more ) in the event of loss, damage, theft or burglary. On June 6, 2024 ***** ******** Insurance Company Sr. Claims Representative **** ****** maliciously denied my claim to be compensated for my loss and damages whose reasons were based on bogus claims that there is no evidence of force entry, despite me emailing to him and *** ***** ** *****, Esq., a legal counsel within CubeSmart's Corporate Office based in Malvern PA on June 10, 2024 my notarized sworn certification, photos of my cut up lock and what little was left inside my storage unit, along with a signed statement from *****.

  Customer Answer

  Date: 06/17/2024

  ********************************* :

  Did you receive my PDF file I emailed to the BBB in support of my complaint?

  Business Response

  Date: 06/18/2024

  ******************,

   

  ****************** was denied reimbursement for his cube contents due to it not being covered under his smart protection plan. He has been informed that I nor anyone else at CubeSmart can give him legal guidance or inform him of the exceptions to the smart protection plan for his items. He was notified he needed to find his own counsel to understand what he acknowledged and signed regarding his contents.

   

  We additionally outlined the waivers he signed in his lease agreement with CubeSmart, holding CubeSmart non-liable for his items.

   

  In the light of the above, however, the extensiveness of **. ******** grievances have been unfounded and not provided with any clarity.

• Initial Complaint

  Date:12/18/2023

  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.

  In early December 2023 I inquired about the price of my unit increasing to $350 per month at the ************************************************************* location. I spoke with the storage manager *** who said there was nothing they could do about the increase and my only option would be to switch units. They had a larger unit available in my current building for $230 a month and I agreed to transfer. On the day of my transfer another employee assisted me with the move in. A few days later I noticed online my bill was going to be $317. I spoke with the store manager who said her district manager said I couldnt have the $230 price on the new unit since I was an existing customer. I spent 3 days moving all my items to the new unit only to be bait and switched! This is beyond unethical and a poor business practice to rope people into expensive units. The district manager "Art" will not call me back or honor the price I was quoted in store.

• Initial Complaint

  Date:12/07/2023

  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 was in my unit trying to downsize when the general manager did not see me and a friend inside my unit and locked me and her inside then made accusations to cover herself and claimed I said I was sleeping in there which is far from the truth and they evicted me and when I personally talked to her about it she lied and said it wasn't her when I seen her shut the door and I yelled hey did you just lock us in and she asked me after she let us out if we was sleeping in the unit I told her no and she claimed it didn't matter anyhow I was no longer allowed in unless office hours which she was not always available to let me in during to her not being there during hours... we was locked inside the unit after they opened my unit and claims she did not see us yet claimed I was sleeping again can someone please help they continue to harass me I have not been allowed in since the 6th of last month ... I refuse to talk to her because she lies and I will only respond text or email .. they locked me out and i was not allowed to finish removing my belongings

• Initial Complaint

  Date:12/06/2023

  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.

  I have been harassed by the employees at Cube Smart Storage in the Bronx, NY, where I rent a storage unit. The employees followed me into the parking lot to verbally attack me. I recorded the incident on my phone. This occurred after I told the staff that their loading dock gates and other doors where kept wide open which allowed thieves easy access. Instead of securing the doors, Cube Smart employees began shouting at me and followed me into the parking lot to continue their harassment. The employees kept the doors wide open all day for weeks, and even longer. The storage facility is located in the Bronx which is a high crime area in New York; safety and security is extremely important. The employees were also verbally abusive on other occasions. I contacted Cube Smart’s customer service department regarding the harassment and was told to speak with the Division Vice President, *** ******, and also *** ******. *** ****** and *** ****** did nothing to ease my suffering from the abuse, nor did the abuse stop. Instead, my monthly rent was increased. Now it has been increased approximately $100 per month from when I signed up three years prior. On several occasions, I called to negotiate a better rate however, the employees refused to help me. Instead, they quickly ended my call after reading the notes that were written in my records regarding the above mentioned incident. I am a responsible and loyal customer who has paid my rent on time. I actually paid for the entire year’s rent in advance. I am giving my money to Cube Smart to rent a storage unit, I should not have to suffer harassment and exorbitant monthly increases.

• Initial Complaint

  Date:12/06/2023

  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 have have 2 separate storage units with my girlfriend ***************************** at the Cubesmart in Portland, TN for over 1 year now. A few months ago, we got rid of one of the units and condensed everything down to one unit in my girlfriend's name that I pay on each month. The unit is ***. Each month on the 6th or 7th, I go in person to pay my bill, why is $122.00. Today, I went in to pay my bill and there is a new lady working at the location that informed me that the building is going to be under construction soon so everyone's things must be out of the building by the end of this month of December. There was already another lady in the office that was unaware of this that was very upset about the situation. They claimed to have called and sent out postcards recently but neither of us had received anything. I understand that things come up but now there are several people that are probably unaware like I was that all of our stuff has to be out of the building in less than a month. Also, my biggest problem with the situation is the lack of communication and the fact that I will now have to pay for a ****** and go through the trouble of finding a new storage unit to move all of our stuff into in just less than 4 weeks. The lady I spoke with at the office, *********************** was trying to keep me from paying my bill even though it was due tomorrow. She gave me the contact information of her manager named ****, who later contacted me this afternoon. She informed me that that could offer me a different storage unit at another location that was going to be Smaller and More expensive. **** *********** The business has not sent out any email nor formal letter about this situation, only claims to have called people. I will definitely be getting my things out and moved to a different business in the time given. But I think that it would be fair to at least be refunded for this month and the expenses of the unhaul that I will be renting. Thank you for your time and please reach out.

• Initial Complaint

  Date:12/04/2023

  Type:Billing 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.

  My rent went up from 930 to 1200 in one month I only had this unit for 3 months! This is unacceptable!!!!

• Initial Complaint

  Date:11/27/2023

  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.

  I signed a contract and paid for the year in full -for a safe to enter, safe storage, facility with elevator access, temperature control, etc. When I've attempted to enter Cubesmart, this year, to access my unit a number of things have occured. 1) There are multiple times in the past 4 years the iron gate w/ access to parking it has been wide open 24/7 for days - its supposed to be no access without a unit owner code to enter and exit. 2) In the past 6-9 months, many times when I have tried to enter my unit the elevator is not working. 3) Sometimes the door code doesn't work either. If the door and/or elevator isn't working they send you through an unsecured side door that enters a stairwell that smells like a homeless person has lived there. This is unsafe for anyone but especially a woman to have to enter and climb these stairs. 4) Then there was the rainstorm that closed the entire building because the roof had not been maintained and it effected the HVAC and the elevator. I could not access my unit for over four days, in which I store things for one of my businesses & need access to it to service my clients. 5). Today, 11/27/2023, a Monday, I went over at 8:30am to access my unit. The iron entrance gate was up. To access my unit I have to park behind the building where there is the entrance to the elevator that takes me up to my unit. This means anyone can drive back in and wait for someone to exit their car. There are box trucks and what looks like a camper van now parked back there. If someone wanted to pull someone into one of those those it would be easy. 6) The door has a security code to enter - it was not working anyone could have waited inside. 7) The elevator was not working with a code but access to the stairwell was. Meaning anyone had access to all units (and probably had for the weekend. Later, in the day -I was told it was fixed- went back and now doors and elevator were wide open! I have reported this numerous times to no avail.

• Initial Complaint

  Date:11/27/2023

  Type:Billing 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.

  On the date of September 6th, My husband ************************************* and I were double charged on our unit. Its been a month with no resolution. We have called costumer service they said we would get our refund, it never came. So we called back, they said to call our bank, we did and they said it was never sent. Franchise Manager *** told us he "couldn't justify" giving us credit or any sort of resolution to our problem.

• Initial Complaint

  Date:11/27/2023

  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.

  Hello! I’m a long time customer of this facility. I almost daily come to their office and take my delivered packages to my storage unit. On 11/21/23 I came to office and introduced new person who will take my packages to my storage this holiday period, as we going to week vocation. Almost all employees were there and all heard and saw it. New person was there and took the packages to our unit daily. But, on 11/26/23 when it was a *******’s shift, person found that there is a overlock on our unit and staff refused to remove it, i got a call. Later, I called the office and asked if they can remove the lock, but ******* is refused my request by saying that she’s doing her job. I appreciate that she’s doing her job properly. I read CubeSmart policy and there is no agreement which says that unit will be overlocked due to 5 day payment late due to holiday period. Also, no one told me when i came with the new person and explained to everyone that he is only the worker to bring ny packages to unit (in order to help cube smart people and avoid them from the hassle to keep my packages in Office, I could just ignore and come when my vocation is ends). Now, i saw the policy on cubesmart and there is nothing saying that unit will be locked for 6 days late payment. Now, i could not took my stuff from the unit and send to airplane, my spot was reserved on airfreight and i still paid 1500$ for empty pallet in flight. Even when i was there and discussed the new person’a future actions with the cube smart staff NO ONE told me that i have payment late and unit will be locked.

  Customer Answer

  Date: 11/30/2023

  On official CubeSmart website clearly says that overlock will be only after 30 days of past due. 

• Initial Complaint

  Date:11/18/2023

  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.

  Called on or around 8/15/23 reported death of US Veteran *********************** asked to make payment on unit and how to get his things was told they were in the process of selling the Co. and his info was in the process of being added to new system and to call back. I called Sev xs between 8/15/23-10/ 22/23 spoke with diff staff and was told the same thing. I told one lady that ******* had very exp items in his unit and I did not want to loose it for nonpayment. She gave ****@******* ******.com, I repeated this email. I sent a message, came back undeliverable. I called on 10/22/23 spoke to ****, told her I have been calling for Mos to find out how to pay and get ******** things, told her I was given bad email address, **** asked the email I was given and I gave her the email ************************************** **** says I left out a word and I said I used the email given to me and verified by the clerk **** asked if I was calling the ** Storage Co and I said yes, I've been calling for Mos, my calls should be DOC **** put me on hold and comes back and says ******* came in 9/25/23 to empty his Unit. I stated he died 7/29/23, **** then says its DOC his Bro came 8/14/23 to get his things, I stated he is an only child. I asked **** how could they release ******* Unit to someone that does not have POA, she said well he must have keys to the unit and I said no he does not. I asked **** to view inside camera from 8/14/23 to see who this guy was, She said no, I asked for the Super # and she said no, that I had to go through her. I told her I was filing a Police Report, *********** said ok. I asked for Super # again she said no, call this this # *********************, LVMS no response, 10/30/23 filed Police Report took to Storage Co, clerk made copies but refused to give me a copy of ********************, if he was insured, refused to allow me to file compliant clerk said **** will turn in forms, I'm still waiting to hear from Cooperate is this how they treat deceased Veterans?