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:10/28/2022

  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.

  Horrible storage conditions. Harassment from on site manager. Refund never issued.

• Initial Complaint

  Date:10/24/2022

  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 have been renting a storage unit from CubeSmart, 55 Research Parkway, Old Saybrook, CT ********, for the past three years with no problems. Recently, I discovered that a $2,000 leather couch which had been stored in the unit had water damage. I took photographs, reported this to the management at the facility and was told to file a claim with the insurance company which they used at the time I first rented the unit (***** ******************** I did so but the claim was rejected because the insurance company arbitrarily concluded that the water damage was a result of "rising water." I arranged to move my possessions from the CubeSmart building to another facility operated by another company at a cost of $400 in moving expenses. Once the unit was empty, I was able to see that there was absolutely no water on the floor of the unit but there was a hole in the ceiling membrane with water strains on various parts of the ceiling. I took photographs and a video.I tried calling the agent at ***** ******** who had rejected the original claim and left a message with no response. I then wrote to the President of CubeSmart explaining the situation. I subsequently received a voice message from a District Manager of CubeSmart asking me to call her. We then played telephone tag for about a week and then radio silence. I wrote another letter to the President of CubeSmart asking for an email address so that I could send the photos and video I had taken. This evening, I had a phone call from the Interim District Manager whose only response was that I should contact ***** ******** again to appeal the claim rejection. I explained to her that I felt that it was CubeSmart's responsibiity to reimburse me for the damage to my couch and my moving expenses because it was their unit which was leaking. I am now going to write another letter to the President of CubeSmart informing him that I am lodging a complaint with BBB.

• Initial Complaint

  Date:10/23/2022

  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.

  This is a case of excessive price gouging! In January 2022, the monthly charge increased $41.99, without prior notification. In July 2022, the monthly charged increased $105.29, again without prior notification. This time I questioned the staff at the Shelton office. The clear submitted a request for review and explanation for such a large increase. I received no response but was told the next time I dropped off my payment the GM denied my request for review and/or decrease in the monthly charge. I am told the company does not make much profit off of their long-term rentals, but makes pure 100% profit on the admin fee. I believe an $147.28/month, i.e., $1,767.36/year is excessive. Please help! I have been a customer of Cubesmart since 2017 and I cannot afford it. Thank you for your consideration. Regards,*********************

• Initial Complaint

  Date:10/14/2022

  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.

  For Ohio Better Business Bureau records’ I was angry at the lies from beginning with cubesmart. Paper work with CUBESMART letter head told me-11/10/22 to take care balance. Had employee call 10/13/22 have call log and recording- you have until 11-10-22 yes. 10/13/22 random email says they are cutting my lock & auctioning my belongings Tuesday. After I open account in March 22 Kymani P******* name but my card paid for all my belongings. Same disrespectful management allows a woman play games with my belongings and forced me to pay higher price going into August. Nothing changed but names. In addition no working gate for months. This is a joke of business with new location in south Euclid with same business practice. Furthermore mam said nothing was saying bothered him but kept talking to someone in background instead of the (Written business) from cubesmart. He now takes it personal and tries to force a vacate of unit. When No physical or verbal threats were made. Outside of written info. Man then says he is coding without every sending copy of agreement. Can’t handle these type calls should not be in power. As I send copy email to cubesmart no copy. Looking upstairs Legal action. Everything written was not violated outside pay delay. Teach workers to train properly an know what they are talking about when it comes to dates and calls. They don’t don’t give any satisfaction for customers. Even allow cars with no storage units to park over night on premise. Management needs a change! Copy also sent to Ohio department of labor-lack training to employees. Management took exchange personal/not fit to lead. I have all videos & pictures from overall Gate,Storage,Light, customer service.

• Initial Complaint

  Date:10/03/2022

  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 closed my account with cubesmart back in July 2022 with June being the last rent I needed to pay. Which I paid and was out before the first of July. I was in constant text and email communication with the staff at the facility and they were well aware of the date I was going to have the unit empty and knew I was moving out of state. They still sent me a bill for July's rent so I called to inform them of the mistake. I was told it was taken care of and all was good. August I get a bill for over $500. So I email them as they wouldn't answer my calls. Reminded them that I don't have a unit anymore. They told me that I need to come in and sign something giving them permission to open my unit. I have them permission back in June. They didn't mention that when they said all was well when I called about July's bill. I argued that point for a few minutes and told them I couldn't sign anything because I'm 1000 miles away, can y'all email me something and I'll mail it back? They said sure. I never got an email. Until today, October 3rd 2022. They say I owe rent for July, Aug, Sep, and now October. They won't give me the time of day to let me explain or remind them or anything. 8 record all my calls though so I dare them to try to collect I will sue them for harassment. Beware

• Initial Complaint

  Date:09/29/2022

  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 have rented a storage unit at store **** for over 2 years. This past Monday (September 26) after store closing hours, I received a call from the "manager" saying she noticed the lock had been cut on my unit...maybe I did it? But she put one of their locks on it just to secure it and to come in to the office tomorrow. When I arrived the next day she was not the most helpful as I tried to figure out what had happened, Even tried to victim blame me for not buying one of their "special" locks and using my own instead- which they approved by the way. I gave her a detailed description of items taken- some very distinctive (she did not write anything down)- and asked her to go over the camera footage, and if they called the police about these things- she said she would file an incident report but who knows if she did. Cameras are only in a couple of unhelpful locations, so also unsure if I will ever know who stole thousands of dollars of my belongings from my unit. This was an inside, 4th floor unit, located all the way at the back. It seems like someone had to really work to get there, and to get items out. Maybe they just moved them into another unit. The corporate help line at Cubesmart asked me to contact them after I posted about my experience, which I did, but now have ceased contact with me and I have not heard from the store either. At this point all I want is my monthly rent refunded (it just charged 2 days before I was robbed conveniently) so I can remove the few items that are left somewhere else. Maybe somewhere that has actual cameras and working security doors. I am considering legal action, but honestly just would like to get out.

• Initial Complaint

  Date:09/27/2022

  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.

  The facility was infested with roaches throughout and they had a very big lack of remorse for not addressing it. I now have a storage unit that I have not been able to access or remove my belongs from due to us not wanting to allow any roaches to spread into our vehicle or our home. Also the one elevator they have has been over due of it’s inspection for over a year. The district manager **** contacted us once days after the incident report and has been evasive of us in handling the issue properly and now I am being billed again to continue leaving my belongings there when I have expressed that I need to make sure the items in there are clear of any roaches before I am able to relocate these items as the floor we were on was infested with roaches. I would like to be reimbursed for dry cleaning of clothes stored there and for the last several months of payments and a price match as the district manager **** promised.

• Initial Complaint

  Date:09/23/2022

  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.

  In August of 2022, we were notified of a price hike on our storage unit. Upon calling the storage company, we notified them we would be leaving the unit at the end of our current billing cycle (Sept. 21). They told us to make sure the unit was empty and the lock was off.On Sept. 21, 2022, I moved our belongings out of CubeSmart storage. The unit was empty and the lock was off.On Sept. 22, 2022, I was billed $153.00 by CubeSmart for the next 30-day cycle.I have asked them to refund and they say they won't. I had already moved out of the unit on the day I was told to, and we had already given them notice that we were leaving.

• Initial Complaint

  Date:09/16/2022

  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 was trying to negotiate with them so that they can open my storage unit but they did not want to accept half of my payment. The manager said she won't be able to open the unit even if I paid half of the money. In addition they sent me an email stating that they will dispose my belongings on September 23 and I have important.documents in there including my passport

• Initial Complaint

  Date:09/16/2022

  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.

  On September 5, 2022, I reserved a storage facility and paid all the necessary charges. All this was done online. When I went to the facility, the unit was not what I wanted or expected. There were wet towels on the floor, which tells me the place floods. When I raised the door to the unit, it came rolling back down. I consider this to be unsafe. I went to the office and told the girl I didn't want the unit. She said no problem, she would credit my account. I returned the unopened lock that I purchased, along with the welcome package. I don't remember her name, but she had braces. It is September 16th and my credit card has yet to be credited. I never moved into the unit, I never signed any lease and I was told no problem, your account will be credited. I want a refund of $151.15