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 has 1130 locations, listed below.

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  CubeSmart

  5 Old Lancaster Rd Malvern, PA 19355-2132

• 

  CubeSmart

  11402 Cherokee St Northglenn, CO 80234-3009

• 

  CubeSmart

  16845 Mt Vernon Rd Golden, CO 80401-3821

• 

  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:03/24/2023

  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.

  Every month, the monthly service is overpriced to me. Getting calls from the location's staff harassing me, making unexplained statements, fully disregarding the facts that I'm stating, breaking the lock off my storage unit, and preventing me from accessing my storage. When they Monthly Storage Plan /w Insurance - $32 a month (extra $10 if payment made is late $42.00 a month including late fees if any) Payment History and the Amount Charged by CubeSmart 09/10/2022 - $450.00 09/14/2022 - $40.56 10/21/2022 - $51.00 11/14/2022 - $61.20 12/07/2022 - $61.20 12/29/2022 - $66.30 01/17/2023 - $61.20 02/10/2023 - $66.30 Since the amount due in March was $110.00 (NOTE: Feb 10 bill was paid in full), I felt that enough is enough so I disabled my credit card on file with cubesmart because it's the bill amount is wrong and ridiculously high. Although that was before the March 10, 2023 I contacted cubesmart multiple times to explain the billing issues, but all I ever got in return was a statement about them following the policy. I asked to look over my payment history, asked why I owe so much money and why the bill amounts are different almost every month, the to which is always following the policy. Decided to call the regional office and spoke to the manager there, they confirmed that something is not right but couldn't figure out the reason for the problem and advised me to contact the actual storage location, in other words back to square one...

• Initial Complaint

  Date:03/24/2023

  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 rented a storage unit at Cube Smart storage on12/19/2022. I went to organize some things in my storage in the second week of March and notice that a box that I had place in my storage unit was missing. I didn't automatically react. But I went back to make sure. I notice that when I opened another box, that a set of silverware that was in the box that was taken. Was now actually in the box that I open. I grab a box that had a purse in it that I wanted to carry. I had the purse in a box, which contain earrings and bracelets. The purse was unzipped and the items were gone. And several items that had been remove from containers that I had in storage.

• Initial Complaint

  Date:03/23/2023

  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.

  On March 18, I visited the business to purchase moving supplies. I was charged $34 and my credit card was approved. However, the employee claimed it had not gone through on their end and rudely insisted on charging me twice, even though the charge was on my account already. She claimed the charge would be reversed on my card. A week later, I had two identical $34 charges on my statement so I went back to get a refund and the manager refused and said she could not refund me because the receipt I was given did not have the same transaction number as her records. That was obviously NOT my problem. She should have refunded me the $34 and just absorbed that loss instead of making me go through the hassle of submitting a claim to my bank. Absolutely horrendous and illegal behavior.

• Initial Complaint

  Date:03/22/2023

  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.

  Since last 02/23/2022 They been calling me and remind me about payment (already charged 70.00 for extra fees), they keep calling me and send me text in my phone. I told them that I going to cancel and nobody can call me to say how should I do that. But, for charging they do like harassing me.

• Initial Complaint

  Date:03/21/2023

  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.

  On September 20, 2022, my daughter passed away of sudden heart failure, (deceased). On September 21, 2022, I went to her NY Self-Storage rental CubeSmart Store**** with her storage unit keys, number, and other related information to report her passing and to speak to the customer service manager in charge. My request was to ask permission to enter my daughter's storage unit to gather a few photo albums of my daughter to be displayed at the funeral home services in her memory. Immediately the desk manager asked me to wait around because he needed to speak to his/her supervisor. He then stepped out of the service desk and came back a little over twenty minutes to deny me entrance to her rental storage. I politely insisted on their customer assistant's permission to allow me to get my daughter's photo albums for display at the funeral home. After waiting around for about forty-five minutes for permission to enter her rental unit; her unit locker had been changed. I couldn't open her cube unit. It was a totally disgraceful and unprofessional experience on the part of CubeSmart Store**** customer service. Please note that I am still paying for my daughter's rental unit. I have not missed a payment since her passing. They have now increased the rate from $177.20 in 2018 to $287.64 in Sept. 2022 to $321.00 amount paid in March 2023. No related information regarding their increase was given. I feel my deceased daughter Cube Unit should not have had to increase because she was reported deceased at the time of my visit to their business store**** on September 21, 2022. Her unit has increased dramatically from March 2018 to March 2023. Again no explanation in writing was given. My desired settlement is permission to enter her unit to remove her personal property and Billing adjustment. Please note that a certified copy of my daughter's Death Certificate was presented to the customer service desk personnel in charge.

• Initial Complaint

  Date:03/13/2023

  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.

  The elevator at my storage unit has been down for over 3 wks. There is never anyone working during regular business hours. The staff is rude and unprofessional. There is no reason why my things should be trapped on the 4th floor of a storage building due to cube smarts inability to maintain their facilities. Please refund the past month of rent charges due to my inability to have access to my unit. As a handicapped person, I rely heavily on elevator function! I do not want a call from the manager of this facility. She is rude and unprofessional.

• Initial Complaint

  Date:03/13/2023

  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 am the executor of my mother's estate. She had a storage unit at CubeSmart in Vallejo, CA. This unit was substandard and as a result, water leaked through the roof resulting in several pieces of furniture being damaged beyond repair. I contacted CubeSmart, via telephone, on 01/20/2023 and informed manager ***** of the leak. On 02/07/2023 I spoke to District Manager ******* ****** and discussed the leak with her. On 02/13/2023 I showed employee *** the leak itself. On 02/24/2023 I arrived to clear the unit out, the leak was still active and there was zero sign of any attempted repairs. Per ***, as I did not have insurance on the unit, there was nothing that could be done for the damage to the contents. The damage to the contents was a direct result of a substandard unit, not an "act of God" or otherwise. On 03/10/2023 I contacted ******** ******, via email, and asked how the company was going to compensate me for the damages. I explained not everything was damaged but there were three pieces of furniture significantly damaged with two of them damaged beyond repair. I asked several times for the contact information of the business's insurance company to no result. I am currently awaiting the contact information of her manager. This is a link to photos and a brief video of the leak itself. These very same pictures and video were also shared with  *******.******************************************* *****************

• Initial Complaint

  Date:03/12/2023

  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 just at the 1880 Bartow Ave, The Bronx, NY 10469 Location on 3/12/23. When I got onto the elevator. There was a huge gas smell . Also was on the second floor lingering. I went to the office and mentioned there is a gas leak because of the smell on the elevator and second floor. I was told yeah it is the septic system. Which makes no sense, Next time I am go there to get anything and I smell it still. I will call 911 and *** ******

• Initial Complaint

  Date:03/11/2023

  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 business advertises the use of their moving truck as included with space rental for up to 2 hours, free on site shredding services at the location nearest me and free first months rent. I was told by the agent at the desk that none of these things are true AFTER renting space in the facility. They should not advertise on the physical site and on the locations website things that they do not offer. The facility is other wise as advertised, but the additional amenities above should be removed from the windows at the store and the website and a sign on the truck stating its available should be corrected to reflect the fact that it is NOT available.The location I am using is 80 south Kensico Ave white plains, NY 10601

• Initial Complaint

  Date:03/09/2023

  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.

  The keep using my account to scam HRA and keep ovelocking my storage unit, when they have already receive the payments