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

  11402 Cherokee St Northglenn, CO 80234-3009

• 

  CubeSmart

  16845 Mt Vernon Rd Golden, CO 80401-3821

• 

  CubeSmart

  4120 S Federal Blvd Englewood, CO 80110-4317

• 

  CubeSmart

  2545 S 6th Ave Tucson, AZ 85713-3409

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:12/19/2022

  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 just started storing my things at Cubesmart in Monroe CT, and was told that after I provide them proof of insurance, that I would get a credit back to my account. On the day I signed paperwork and moved all my stuff in I asked if there is any type of discount for a disabled combat veteran of 3 tours in war for this country. They told me that there was no discount for me, and I asked that the manager contact me. He never contacted me and they are not replying to my emails where I sent in my proof of insurance coverage. I wanted someone from Cubesmart corporate to reach out to me and explain why CubeSmart doesn't care for veterans and why everyone refuses to contact me as promised. Just having the manager of this facility call me is not enough. I want to talk to someone from corporate as well and an explanation of the resolution posted on here for the public to observe.

• Initial Complaint

  Date:12/19/2022

  Type:Customer Service 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.

  December 10th 2022 I was contacted about my storage was behind on payment since October when cubesmart took over the account from ***** this is the first time they contacted me.Cubesmart told me on the 10th of December after late fees have been added for several months and it was put into a lien status that I need to pay $235.00. Cubesmart also stated they lost my autopay information due to the transition of the company. I explained that the late fees and liens are not my fault due to I never was informed about the company change nor that I will need to redo my payment for autopay or to make a payment due to cubesmart do not have my payment information until 3 months later. The person who help with the storage got a call from cubesmart on December 15th and they told him they would not remove the charges due to they contacted me on the 10th and it has been 5 days since they contacted me. He explained how could they want someone to pay for 3 months and late fees and lien in 5 days when it took them over 30 days to contact me to correct the mistake they have made. Cubesmart stated they will not remove the charges and he asked to speak to someone above the agent and the agent stated first they had no contact on anyone above them and after back and forward decided to have a manager call the manager called aggressive and started back and forward and all the time we stated we can pay but the late fees are due to they did not contact us about the information when they first notices the concern which we had the account on autopay. The manger stated they will close my account and sell my items off. I called customer service several times to resolve and gotten no where. They store told the other individual to come in on the 15th of December which he did not make it before they closed he went on the 16th and they were very rude stating they will not do anything without me and followed him out the store as if they wanted to harm him. They said they will sale my items also.

• Initial Complaint

  Date:12/14/2022

  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.

  Our Unit was broken into and robbed. Things were thrown all over the place and every box was ripped open. We received a very rude response from the front desk when requested to see the cameras were told we have to go through corporate just to see who may have been the perpetrators. We moved our entire household worth of items into the unit thinking it was safe and Cubesmart exhibited a blatant disregard for our items and the security of the building. We lost 10s of thousands of dollars of items collected of many years and for us to receive such terrible treatment is unacceptable.

• Initial Complaint

  Date:12/07/2022

  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.

  Dear Better Business Bureau,I reserved a storage unit from the Cubesmart on ******* Road on Thursday, December 1st, and put in writing that I wanted to reserve the unit beginning December 10th. They sent me a lease for the storage unit I'd reserved, which I signed on December 1st and made an initial payment of $175.72. I then realized two days later that I had reserved the wrong size storage unit. I called the Cubesmart location twice on that day, left them a voice message and sent them an email indicating that I needed a different sized storage unit. I did not hear from them. I then went in person to their location on December 6, 2022, they canceled the storage unit but would not return my payment, despite my requested lease term had not begun and I had never accessed the storage unit.

• Initial Complaint

  Date:12/05/2022

  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 climate-controlled unit at CubeSmart **** ********, Bronx, NY ***** from 8/7/2020 to 9/24/2022. CubeSmart has renters' insurance. I opted for $12.00 a month with $2000 coverage. The first mo unit rental cost was $100.20 subsequent months I paid $298.00. I moved out/check out on September 24th. My unit was paid through October 6th, 2022. I didn't receive the difference. That’s 2 yrs+2 mo of storage totaling: $7550.20. 9/26/2022 - 2 days post-move-out, I contacted CubeSmart & brought to their attention: 2 mattresses, respective mattress covers, & 1 headboard were moldy. They told me to contact their 3rd party insurance company. I reached out same day: ***** ******** Insurance. I notified the **I of 2- arm-back chairs, since they were 10-12 years old at this point and I couldn’t find receipts, I didn’t submit those items in my Final Notarized Report. I submitted a modest set to what was actually lost, the replacement value was estimated at $2984.29. I didn't submit the chairs as mattresses & covers alone hit the $2000 submission amount. Insurance I paid for. My claim was denied after following-up 5x (result came 11/29/2022); I was denied on the basis that I suggested flood damage. I DID NOT claim flood damage, I said possible water damage as there was a metal fense-like structure between my unit and the building's ceiling which had pipes running above. The fact is, there was damage done while my items were in storage. I paid to have my items stored safely & to be returned to me in the condition in which I put them in storage, and they were not. Most items lost were between 2-3 yrs old before placing in storage on 8/2020. Pictures provided to verify mold growth. The company continues to ignore me after multiple attempts to rectify their misjudgment & assumption. ***** ******** Insurance Company Policy # **************; Report # ********; Loss Submission Assignment/Claim # – ********* Insurance Adjuster ***** ****** ************ Email ****************

• Initial Complaint

  Date:12/01/2022

  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.

  I rented a storage unit for my **** **** ** Convertible for the winter. The salesman told me the unit I rented would allow me to drive my car into the unit. I made the reservation on 11/18/22 with a move in date of 11/26. I went on my only day off with my wife to the unit and found there was a 6 inch cement barrier in front of the unit to deter water from coming into the unit, I would have ripped the the front grill off my car if I tried to use it. I called the facility and left messages with the manager. He eventually called me and said since I made the reservation on the the 18th of November with a clear move in date of 11/26 I was entitled to only a half refund. I forwarded him him my email from cube smart that my move in date was 11/26. They are only offering a half refund. I was lied to by the sales person and now cube saqmart is trying to take half of the money I paid .

• Initial Complaint

  Date:12/01/2022

  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.

  My storage unit was broken into without removing the lock. I had tools, toolbox, generator, and wheels/tires stolen. The manager at the time gave me a pamphlet to their insurance company. I filed a claim, and it was denied because of no physical evidence of break in. They can't give me camera footage since they don't know the exact day of break-in. Total value of stolen items $8500 minus depreciation.

• Initial Complaint

  Date:11/13/2022

  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 CubeSmart ***** ****** ** Houston, TX ***** I have tried to call and contact this storage to rectify payment on various occasions over the phone, since I get off work very late and can only conduct most of my business with them that way. The last time I called to speak to someone about a possible late payment the employee said it was fine and I could just pay the following week, just call back. Well, I called and called and called and called on various occasions and heard nothing from the company. Finally I found time to call the 800 number for the company, since it appears to be a franchise, they had not heard of me and apparently I no longer had an account with them. After finally speaking to someone last week, I was told by an employee that I was notified around September through email. I have checked my emails and even checked my secondary emails, I was never notified. No email, no calls, not even a piece of mail. I did not even get a copy of my contract. I have no idea what my rights are here. I finally was rained out from my job on the Friday, Oct 28 and around 2:40pm I drove to the location to see what happened/ what is going on/ speak to someone there, but no one was there during regular business hours, which are Monday–Friday: 9:30 AM–6:00 PM/ Saturday: 8:30 AM–5:00 PM /Sunday: 11:00 AM–3:00 PM (Virtual Agent), there was even another older woman waiting for them to open. After 20 mins, I had to leave to pick up my kids. November 12, 2022 I did some research on the daily court review and saw my name amongst many others on the auction site for 9/9/2022 @ 12:00 PM. Now I have personal papers and items that are out there in god knows who's hands & no answers to my questions.

• Initial Complaint

  Date:11/05/2022

  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 have had a storage unit at location ******************, Aurora, CO. *********** since 11/2019 this has always been a dependable storage that my family has used for over 20 years. In 11/2019 my brother was placed in a nursing home I had to place my brothers belongings there and the owners were so nice ***** even remember me. This storage has always been on time and paid most the time up for 6 months at a time. Unfortunately, I lost my brother in 1/2022 and his belongings went to my mom who is 83 years old and was not speedy enough to remove his things. I had no idea who CubeSmart was until I received a bill in 10/2022. I called CubeSmart to see if she could get it prorated and have it cleaned out by 10/31/2022 I was told no prorate. I had to pay for 30 days so we thought if we got it done, we could get the balance refunded. The storage was cleaned out on 11/3/2022 I went in the office to tell them it has been cleaned out and lock removed so I assumed I would get a notice via email like I always have stating this and refund for 14 days. I called and was told no prorate so I said there is a balance on there for 14 days and if you're not going to refund my money then I need access for the remainder of the 14 days I have paid for, and she said no once you vacate that's it. So, my response was so if you rent it out then you will have my money and the new customers money for this one unit? She responded it hasnt been rented out yet. Didnt answer the question I am sure I am not the only tenant that youre keeping money and denying access when it has been paid for the full 30 days. What does your company do with tenants money in this case? We were given a contract on 11/3/2022 we never signed a new contract.I requested from that office and the customer service line for a District Manager to call me to explain why their company is keeping my mothers money and has of today November 7th I have not gotten a response.

• Initial Complaint

  Date:11/04/2022

  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.

  Trying to access my deceased mothers storage unit as heir and being told I need to file thru probate court even though she has no will. Putting unit on auction unless I pay what is owed since her passing. Also if I do pay I still wont be able to access unit without letter from court.