Complaints

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

close

Find a Location

CubeSmart has 1130 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CubeSmart

  5 Old Lancaster Rd Malvern, PA 19355-2132

• 

  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

• 

  CubeSmart

  8361 E Broadway Blvd Tucson, AZ 85710-4007

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:02/01/2023

  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.

  Cubesmart is trying to bill me over $500 for only 2 months of unpaid storage fees. My card that was attached to the account had been compromised and I had forgotten which bank account as I have 2 banks that I set my automatic payment up with. When I realized that it was the account that the card had been compromised, I attempted to go to the bank and get a new one however it just so happened there was heavy police presence due to being robbed before I got there so the bank was closed. I went back later in the week and this time they had a box alarm go off however they opened the lobby back up. I went in to get the new card and the system went down. Fast forward I finally got things straightened out and failed to update the card. They are missing DEC and JAN PAYMENT OF $130.00 PER MONTH PLUS THEIR LATE FEES. They refuse to remove the added fees which is new and want me to pay over $500 before they sell my unit. My unit hold items that belong to my step daughters that were from their deceased mother you passed away when they were only 3 and 5 years of age. They are just now establishing their own homes and their dad and I have been holding on to them. This is not a new account with Cubesmart. I have been with them for over 5 OR 6 YEARS. In the last 2 years they have increased their 5x10 storage unit from $90 to $130. and now tacking on this ludicrous charges. They are refusing to work with me and I told them I would pay the $260 now and they will not accept it unless I pay the $543. 00. Also their attempts to reach me have been during the day and calling from a cell phone instead of a business phone. When I am working I do not answer calls from unknown numbers.

• Initial Complaint

  Date:01/30/2023

  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 have been renting a storage unit for six months now. For four of those months that the front elevator has been broken. Now, the side elevator is broken. HOW are people supposed to get their HEAVY and LARGE belongings out of storage? The STEPS? That's wild. The address for this storage facility is:**** **************************************

• Initial Complaint

  Date:01/23/2023

  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.

  I would like a complete refund for all the months I have paid which I was forced to keep my deceased Son's belongings .

• Initial Complaint

  Date:01/19/2023

  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 leased a storage unit from Cube Smart for close to two years. When I terminated my lease in Oct 2022, it was determined that I was being billed for a 10x30 when I actually had a 10x10 unit. The District Mgr ****** ******* researched and agreed that I along with another customer were indeed charged incorrectly. ******* stated that may overpayment totalled $600. I immediately requested proof in the form of documentation as to how he derived at this amount. He agreed that he would give me the proof. ******* closed the case and refused to respond to the local office emails on my behalf. When asked for a phone call from ******* via the office none was given to me. He ceased all communications with me. Now my only interaction about my refund has been with the local office in Conyers, GA. The local Mgr first stated the the refund would be in the form of a check which could take 7-14 business days. I was told this in the later part of Dec 2022. Now the local Mgr say’s they deposit the refund onto the last credit card I used for my last payment with Cube Smart. Nothing has been deposited into my **** ******* account! Each time I open a case requesting a update on the documentation or refund status with Customer Service, it reads duplicate request or issue has been resolved by *******. He keeps closing the case each time I open one making inquiries according to the Customer Service Rep. I need assistance with getting documentation to show how ****** ******* reached this dollar amount and getting my refund disbursed to me. Cube Smart is giving me the run around. I’ve open up two cases as well with VP of Cube Smart ****** ****** and I’m getting the same results. He closes the case for my inquiries as well. No one will give me his public email address from Cube Smart as well. I need help.

• Initial Complaint

  Date:01/14/2023

  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.

  Hi placed my items in storage with CubeSmart in 2016. They have been in my unit several dozen times and I always ask them if anything was wrong with it and they told me now no everything was fine. They offered me a discount to vacate with my items before the end of the month and I told him that will .. I came in with a discounted rate and there was no one there they left me there waiting for about three hours for someone to come I paid $600 to get access to my unit and to get my items out. Upon opening the door of the storage unit there was rodent poop everywhere my items were destroyed the feces were all over the boxes on the side all over the floor in the storage unit everywhere I went back out to the storage unit and tell them what’s going on and they told me that there’s nothing that they could do about it and they couldn’t give me my $600 back I was stuck I can leave the stuff in there and they’ll dispose of itI am greatly upset I have spent over $30,000 in this unit to keep it so I could have my stuff ready to move out into my new house so now I’m on money back I wanna $600 that I paid and a percentage of the money back that I spent paying throughout the years

• Initial Complaint

  Date:01/13/2023

  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.

  I was told I could pay Saturday, but got locked out today (Friday). Was told on website I have a 10 grace period and it's been 7. I haven't been able to pay due to the passing of my late father. He was paying for the locker. I didn't want to make excuses, but being locked out without a heads up and being lied in 2 regards is shameful. Would like a refund of the late fee and forgiveness of late payment.

• Initial Complaint

  Date:01/11/2023

  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 began storing stuff with cube smart in August of 2020, the initial cost + insurance was $164.00. Fast forward to 1/10/2023 my unit cost jumped to $206.00. Not to mention my account is continually purged from automated system which results in me having to pay an extra 5 dollars to pay via the phone. The business refuses to assume any accountability for improperly managing my account which results in late fees. Cube smart needs to be legally challenged on grounds of unethical practices. I never receive a notice via email as to the price increase. This business is taking advantage of me as a consumer.

• Initial Complaint

  Date:01/09/2023

  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.

  12/26/2022 My initial move in date was 10/26/2022 the first month was free I was in contact with the storage to let them know due to us being homeless at this time I was working with my county case manager on payment I contacted the several times they said it was fine. I received help on the payment 12/22/22 and I was able to get a ride to the facility on 12/26/22 at the time I owed $ 444.00 is what the invoice dated 12/10/22 on it .I had a check in hand for $500 the extremely rude man working told me he would not accept my payment and told me I had to pay $738 then 5 minutes later it was $946 they had already told me and catholic charities it was fine he scribbled on a bunch of paperwork and said my storage is going up for auction and he would not speak to anyone from the county of San Diego we myself and kids are in a homeless program there dad passed away 03/12/22 unexpectedly he just refused and was one of the rudest people I've come in contact with it brought me to tears the invoices I have are completely conflicting he has refused all payment and is saying its going up for auction this is our household belongings my kids things from there father they will not take calls from myself or the county of San Diego from my housing case manager this is mortifying I need help what is going on here it is Cubesmart store #**** ************************* San Marcos ,Ca  ***** Please help us *********************************

• Initial Complaint

  Date:01/04/2023

  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.

  Cube Smart refuse to apply the whole payment amount to the account so to keep it in the rears so they can collect late fees and administrative fees.

• Initial Complaint

  Date:12/28/2022

  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.

  My storage bill was on Autopay and they changed the amount and the bank flagged it as fraud. I reached out to them about the issue. On April 15, 2022, the local staff sent me an email which stated, "We will check with our district manager to see if there is anything that can be done for you and follow up with you when we hear back. Thank you!" I followed up via email on May 1, 2022. It was ignored. Emailed and got response from feedback email on May 4, 2022, "I'm sorry you haven't heard back from anyone. I have escalated your concern to the District Manager who will be in touch with you directly." No one reached out. I emailed the District Manager, *********************, myself on May 26, 2022. Only after I reached out to media did I finally get a response via email from **** on June 7, 2022. **** and I spoke by phone and we resolved the issue. I made payments at the agreed rate for April and May. I did not know that the storage facility had broken into my unit, removing my lock. A relative told me that I had mail...2 red keys taped to a piece of paper (my "new" keys). I did not understand why they would do that, but I thought it was resolved, so I didn't ask. NOW, I NEED A FULL EXPLANATION. My uncle in ******* passed away; I went to the storage unit to get some clothes. I could not access the elevator because I now needed a code. I saw ************************* on a golf cart. He refused to give the code to me until I showed ID, claiming that they had to increase security. The new lock was secure. I opened the unit. Everything was thrown around. Lots of things were missing. I called the police. ************************* refused to provide any video when I asked. He said, "We broke into the unit but we didn't steal your stuff." He went on to tell me how he knew how "frustrated" I was before telling me he thought it best for me to have my attorney handle the matter. I emailed **** on 12/10/22. I have yet to receive an email back with any of the requested information to help with investigation.