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

  7650 S Broadway Littleton, CO 80122-2613

• 

  CubeSmart

  5353 E County Line Rd Littleton, CO 80122-8109

• 

  CubeSmart

  1733 S Wadsworth Blvd Lakewood, CO 80232-6821

• 

  U-Store-It

  3899 N Oracle Rd Tucson, AZ 85705-3251

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: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?

• Initial Complaint

  Date:11/16/2023

  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.

  The facility changed the way you exit the property. Before you can go right up to the gate and it would open. Well one day, they decided to install a keypad as you exit. No signs visible until you get to the gate and then you have to back up. Well, they placed this huge dumpster right in back of it, almost impossible to maneuver if you have to go back. I've asked them why don't they move it or put signs that say be careful of dumpster when backing up, you can download app in meantime, etc. I hit the dumpster backing up -- they said they would file a claim, still waiting for *****, the district manager to call me.

• Initial Complaint

  Date:11/15/2023

  Type:Sales and Advertising 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 February 2023 I rented a 5x10 x 8 at an introductory rate of $59.15 + tax. That rate was good for 4 months. The non promo rate would have been $91. + tax. In July I was notified that the price was going to be increased to $177. Inc tax. I actually thought it had to be a mistake and I wasn't too worried about it. I only needed the space for a few more months. But when I did finally call them and ask them about it, they really had no answer for me. They would not tell me what the space costs for other people. On the website it was $128. No one would actually answer my questions. And they refused to change the price. They did not say it was a mistake at all. I guess it was intentional. I feel they deliberately ripped me off and they did not even try to apologize or correct the problem I should add that I was never late on a payment, and I did not need the insurance. I provided proof of my homeowners insurance.

• Initial Complaint

  Date:11/12/2023

  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.

  1. The nature of this business involves (what looks to be fraudulent/conflicting invoices in comparison to actual owed amount on a monthly basis). I feel as if I'm being scammed within the business of CubeSmart and I do not feel as if my private account information is safe. My online account info. reflects a different amount than the emailed invoice and I do not understand. I do not enjoy the mental stress of not knowing if my belongings are in jeopardy when I pay my account owed every month based on the online data that reflects my contract with the company.2. No real contact information to discuss issues above local management of self-storage facility over phone (which often results in unprofessional disputes). 3. Head quarters office has no real contact information to discuss concerns or address questions (In which CubeSmart Help Center/Corporate Office in Malvern, PA appears on your website of complaints) Customers of CubeSmart at the location of: **** ******** **** **, Atlanta, GA ***** are at the mercy of the BBB stepping in to address these practices that are ongoing and getting worst. 

• Initial Complaint

  Date:11/09/2023

  Type:Product 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.

  Contacted corporate on Mon. 11/6/23 asking for the Reg. Mgr. (***************************) to contact me to discuss concerns. No contact from him. Emailed the GM, ***************************, 11/7/23 requesting the following, w/ no response. Cost of the unit-Website states any rate/rental adjustments must be communicated via mail or certified email. Provide the dates and methods used to communicate rate increases along with screenshots. If the items were mailed, please provide the return receipt information provided by the post office. Insurance claim-Filed a claim for damages sustained after Hurricane Ian. Third-party insurance offered by CubeSmart. Please send the policy information, including filing guidelines, forms, and company, along with the date that you filed the claim. I will also need any communications you have had with the insurance company to date. My understanding was that this was filed in June for the maximum benefit amount of $2000 and it has not yet been paid. Threats of Auction-There are no clear details listed on CubeSmart's website regarding their auction policy, including how many payments a unit must be delinquent prior to being placed for auction and the process in which the auction is listed. This information is needed as soon as possible. Clearly delineate all steps, legal procedures, policies, and criteria that must be met and followed in order for a unit to be auctioned. Evidence-There is essential evidence pertaining to a federal case in this unit that you are barring them from. The possible auction of this unit could qualify as obstruction of justice, tampering with evidence, and destroying evidence, amongst other crimes.

• Initial Complaint

  Date:11/08/2023

  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.

  Three weeks ago on October 16, 2023 I went too my CubeSmart storage unit to only find my basket inside of my packing boxes eaten by a mouse with mouse feces laying on top. I left the unit to go to the front desk to file a complaint with the store. The lady at the front desk informed me that she would be sending an email to the district manager (***************************) and that I should file an insurance claim. I have yet to hear from the insurance company as well as any person from CubeSmart in regards to this matter. I have called and left between 5-7 messages begging for a phone call. There is no number they can give me to HR or corporate, so the matter has not even been escalated. I pay $181 a month and have had this storage unit since June 2023. They are threatening to put a lean on my unit if I don't pay. However, I am unsure how you expect me to pay for a unit that it infested with mice and has not been addressed. Please help me resolve this issue as soon as possible so I can have my things removed and I am not responsible for the move or the storage fees. Thank you!

• Initial Complaint

  Date:11/07/2023

  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.

  This location has a HUGE RAT INFESTATION! We put all of our stuff in storage for 1 year and it cost us $6,000 total. When we came to pick up everything, the rats infested the whole unit. Rat urine and feces over all of our stuff. Dead rats everywhere. Every box we were opening, there were dead rats inside. The stench was horrid! We couldn't figure out why they were dead until we saw a packet on one of our mid century chairs that the rat pooped on, packet had the title "rodent pesticide". This means the facility knew there was a rat infestation and put packets in the unit and decided to NOT INFORM US!!! By the time they realized there was problem, it was too late. These rodents did so much damage. The whole situation traumatized our children. We were terrified to open every single box. Half of our things was so disgusting; we left it at the storage unit. They damaged furniture, clothes, family albums. The following morning we made multiple phone calls but no one answered. When you call corporate, notes show that the manager called us back twice but that is a lie!!! We didn't miss a single phone call from them or got any voicemails. Their contract, as with any storage company, states they aren't liable for any damage including rodents. But this ridiculousness needs to STOP. Just because you aren't liable doesn't exempt you from making sure your facility is protected from pests and rodents. TAKE SOME RESPONSIBILITY and protect your building! Due your due diligence! Do everything you can to prevent such infestations from taking place! These storage companies take everyone's money yet do NOTHING on their part to prevent such damage from taking place. Absolutely unethical and should be illegal. *****, the general manager for this specific location and several others in south Florida hasn't returned a single phone call and lies on corporate notes that she has called. No one is ever at the office! This place needs to be shut down. We need to be reimbursed!

• Initial Complaint

  Date:11/02/2023

  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.

  The storage facility is charging late fees equal to the rate of the monthly storage units rental. The facility is allowing people to store things in the roadways causing health and fire risks. People are storing chemicals. The facility has become overrun with rats and roaches. There is insulation being ripped up by the rodents and left all over our personal belongings in the units along with piles of rat feces all over our personal belongings. The facility is frequently not open when it says it should be open and the electronic gates are often malfunctioning.. I would like a refund of the 110$ auction late fee they charged me.

• Initial Complaint

  Date:10/30/2023

  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 had a storage unit that was charging my account monthly charges of $160.00 on October 22,2023 I was moving and closed my account on October 25,2023 at which time I was told that they would not be issuing any refund because they dont Prorate their accounts. I don’t feel it’s fair to charge me for a month of service when all I used was 3 days of service.