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

  5353 E County Line Rd Littleton, CO 80122-8109

• 

  CubeSmart

  3265 E Speedway Blvd Tucson, AZ 85716-3933

• 

  CubeSmart

  2855 S Pantano Rd Tucson, AZ 85730-1141

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  U-Store-It

  3680 W Orange Grove Rd Tucson, AZ 85741-2824

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:03/09/2023

  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.

  I moved out of storage unit ****, on January 13th 2023 and closed out my account with front office. I have been receiving collections phone calls and emails still saying I am a active customer. Please assist me in making sure my account is closed properly. I do have a picture, call records and email response of me requesting they close out my account and stop harassing me for payments I don't owe.

• Initial Complaint

  Date:03/07/2023

  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.

  On 02/01/23 I received an email thanking me for the purchase of a lock. I contacted cubesmart and *** explained that ANOTHER person came in, purchased a lock, and paid with THEIR card, and that my card was not debited. After a week, I contacted cubesmart and asked to have the area manager give me a call. ***** took the message, then proceeded to tell *** about my call. *** then called me the next day and confronted me about why did I need to speak to the area manager? I told *** that it's my right to speak with someone higher up. *** then proceeded to gaslight me into believing her and when that didn't work, admonish & berate me. DM ********* ********* called and asked what can she do? I explained fire both employees & 1 year free rental. ********* said no. I then spoke with **** ********* who said he was told the person & I had the same name (untrue) and to lets just make this all go away, & then attempted to goad me into accepting a free month of service for the "customer service issue". As a past victim of identity theft, I am greatly concerned about the breach on my personal info, as no one has yet to explain the reason WHY *** was in my account at that moment, as I pay online & have not been onsite since 01/2022. I am also disheartened and hurt at the fact that cubesmart as a company is standing behind these individuals inviloved and treat as if I did wrong, when the only wrong I did was take my business to them.

• Initial Complaint

  Date:02/21/2023

  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.

  I was not informed about a price increase in my storage unit--$4.50 increase. I continued to mail monthly checks on time for the previous amount; however, these checks weren't cashed because the company does not accept partial payments. A lien was placed on my storage unit, and I was charged a $20 late fee and a $110 lien fee. I am actively serving in the military, and this is illegal. I received a phone call from CubeSmart misrepresenting the issue--I was told that I wasn't paying, not that my bill couldn't be processed due to the rate increase. This delayed resolving payment in a timely manner. I continue to receive aggressive daily phone calls from the CubeSmart manager despite informing them that payment was mailed.

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased a storage unit ****** on 11-27-22 with *****************************. Were told that first month was free & that $210 a month was locked in for the rental after that. 2nd & 3rd month we were charged $280 for the unit itself, $70 more than we were supposed to. Gave them 2 months to fix the problem it never got fixed until we had to again initiate it happening. We were very patient and nice about it but got upset after being overcharged 2 months in a row, spending about an hour or more in the office discussing it and told that we were only going to get back $70 once instead of a total of $140 for both months. ******************************* the store manager was very rude, impatient and unprofessional, they/he lies changes the story, refuses to answer, confuses the conversation by constantly interrupting, very condescending, claims we were confused from the first day we walked in there and trying to get two different promotions when he wasnt even there and that is not what we are trying to do. We are not confused about the pricing as ******* uses as an excuse. ****** clearly made a mistake, misspoke, mislead, overpromised, whatever it was and she said she would fix it and even thanked us for letting her fix her mistake. But then 2 months went by and it didn’t get fixed and then only got partially fixed. Jayana was even saying that she forgot to switch the pricing over from the 1st month free to the $210 a month for the 2nd month and thereafter. Now she and they are saying that it was two different promotions. We would never agree to purchase a unit for that size for $280 a month when we even told her that we had looked at many other places that had the same size unit for a lot less money than them, around $145 a month. We want CubeSmart to reimburse us for the 2 months that we were overcharged at $70 a month equaling a total of $140 for both months please and in return we will no longer do business with them. Credit was for next month’s bill but we closed out account. Thank

• Initial Complaint

  Date:02/18/2023

  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.

  On Feb. 18, 2023 I went to the Cube Smart location on Deliah Rd. in Egg Harbor Township, NJ. I paid my bill with my debit card and I asked him to process it as a debit and he processed it as a credit. Next, I hand him my homeowners insurance policy and he said we don't accept this. I told him I was with Extra Space storage for years and they did accept it. I asked him what was acceptable, and he ignored me. I was leaving and I said to him "you have not been a bit of help" he said, in a very nasty voice, get out of my office you are not allowed in my office anymore. , You are welcome to move to another facility...Bye. I could not believe my ears. I am 65 years old and am certainly not accustomed to such disrespect. I got to my car and realized I had left my insurance policy. I went back and he had locked the door and when I stepped in to get it he said another rude thing to me. I have only had dealings with a young woman there. She bent over backwards to accommodate me because it was the day her office was moving to its current location. If this person is not the owner of this facility than I am sure it is not part of his training to treat customers like this.

• Initial Complaint

  Date:02/18/2023

  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.

  When you call to pay your bill no one answer the phone they put on the recording so that the customer can pay extra for the automated service this has been going on since after the pandemic ended also the continue to raise price every year without notifying the customer by emails that the rates are going up

• Initial Complaint

  Date:02/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  They charged my Dad ( senior citizen) late fees because his credit card was expired. He had no messed calls from them. He got a letter in the mail saying he was late on his payments so he tried calling them.. He called them 5 times from 930 to 330 on Wednesday January 11th and no answer… He had to drive all the way over there to see what the issue was. Turns out they had a bad phone number for him… So it gets worse.. they cut his lock off, took an inventory of all his stuff and was going to sell it all.. he asked since they had the wrong information on him if they could give him a break on the two months late fees and of course they wouldn’t!! My dads been there for FOUR YEARS never had a late payment! Sounds to me like they’re taking advantage of a senior citizen! Very very unhappy They also charged him an AUCTION fee of $110. They wouldn’t give him that back.. there was NO auction! I attached a photo

• Initial Complaint

  Date:02/09/2023

  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.

  Since I've been a customer with CubeSmart with exception to the first month because they had not yet generated an invoice, CubeSmart have been using my account to scam extra monies from *** for late fees and administrative liens. They do this by not applying the whole payments that is sent to them to the month that is due so that they keep the account in late status to apply late fees and eventually it accumulates so that they can collect administrative lien. This is the second time they collected administrative lien in less than a year, October 2022 they collected and again in January 2023. In the process of doing this they are denying me access to the facility and storage unit that they are collecting monies for. Here is an example of what I'm talking about. In 11/9/2022 - 12/8/2022 they pay only $19.95 towards what was due and most of the payment $81.05 was applied to 12/9/2022 - 1/8/2023 which was not even due yet. That's what they do to keep the account in delinquent status so that they can collect late fees and eventually lien administration fees.

• Initial Complaint

  Date:02/07/2023

  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 pay cubesmart twice and I told them that I hopefully to get my stuffs out the storage this weekend. Customer Service say that I been pay on time until Feb 21 and you can’t get money back and I told her that isn’t right I been paid Two times. I’m not going to wait until Feb 21 that ridiculous .

• Initial Complaint

  Date:02/04/2023

  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, Below is the email I sent to cube smart several times. I'd like to report this case since I didn't get any reply. Thank you. Hello, I hope this email finds you well. I’m writing to ask for a refund or a free one-month credit. Last month, I made a reservation for a 4*4*4 cube and visited the office at Brighton today. And as soon as the manager at the office saw the boxes I brought, he strongly recommended an 8*4*4 cube. So I changed my storage and paid the fee. However, I found 8*4*4* too big and measured my boxes in the cube. and it actually fit in 2*4*4 perfectly.(not even 4*4*4) So I told the manager I wanted to change my storage again. And he did. However, he said he can not offer a 1-month free benefit because it has been already applied for a bigger unit. Actually, I’m not complaining about the manager-he was friendly and helpful. He was professional and helped me all day. But It seems like your system doesn’t allow him to apply the 15%discount and one-month free benefit and this is very disappointing. I had to change storage and move all stuff twice by myself and actually, I didn’t have to do all this labor unless he said anything. So I would appreciate it if you could offer the same benefit I was supposed to get. I look forward to hearing from you soon.