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

  2545 S 6th Ave Tucson, AZ 85713-3409

• 

  CubeSmart

  201 S Plumer Ave Tucson, AZ 85719-6353

• 

  CubeSmart

  3122 E Washington St Phoenix, AZ 85034-1520

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:08/03/2022

  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.

  My storage unit was broken into twice at the same location at LBJ in Dallas Texas. The problem is that usually the gates are open, some entrances are tampered with or not working. I feel unsafe at the location now and the police haven't received any reply from the company for security footage. Paying for all those months wasn't worth it with the issues from the company.

• Initial Complaint

  Date:08/01/2022

  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.

  On July 1, 2022 I rented a storage unit at CubeSmart. I am moving all my stuff into storage on August 2. As I was taking small things over throughout the month the unit didnt look big enough to accommodate all my things. They advertise you can switch unit sizes whether its up or down at anytime. I decided to switch up and went in to the office to talk to them. After deciding August 1 I would upsize I worked on emptying the unit. The unit was empty august 1. I went in and paid for the new unit and was not happy to be charged another administrative fee of 29 since I am a current client. My old unit was paid for the month up to august 31. I asked if I would be getting a refund on my old unit and was told no. I asked why not and was told unfortunately they couldnt do that. I was told at the time I decided to upgrade that the fees from the old unit would be deducted from the new unit. So my old unit is sitting empty paid up till august 31 and they can re rent it and make twice the months rent on it. I requested a refund on my new unit because I do not wish to do business with people like this. I was told that couldnt happen either. 2 units sitting empty paid till august 31 and they can re rent and make double money on for the month. All I was is my 153 back for my old unit and the 279 back from the new unit being as I will not be using them or this company anymore. (432 back) I have never seen a business as greedy as this one who refuse to return money. When I called the customer service number, which I did immediately after walking out of the office, I was told I would need to speak to a district manager. I have not heard from the district manager at all today. I would just simply like my money refunded. I have had storage units before. I have never had any issues in the past. Why they can greedily take your money but cannot refund is beyond me. They falsely advertise you can always switch sizes at anytime. Please refund my money I didnt have in the first place.

• Initial Complaint

  Date:07/28/2022

  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.

  I signed a storage contract with CubeSmart in Ashland, MA on Sept. 12, 2020 for a "climate-controlled" unit, #****, to store furniture. CubeSmart advertises that the enviroment is "just like home." We paid an extra $12 to insure the contents for up to $2000 with Great American Insurance, offered by CubeSmart. The unit was filled with furniture on Sept. 13, 2020, and remained closed/never accessed until the day we moved all items out, on Sunday, July 24, 2022. After 22 months of storage, we opened the unit to discover that all of the furniture was covered in white mold. We paid $171.90/mo for the first 12 months and $190/mo for the next 10 months, for a total of $3962.80 in storage costs. ***** ******** Insurance denied my claim, despite receiving "before" and "after" photos, stating that mold is not covered (water damage is covered, however) and that the company "reserves the right to assert any other defenses" against my claim. CubeSmart denied my request for a refund. It is common knowledge that mold needs moisture to grow, therefore water and/or high humidity must have been present in the unit and/or facility at some point. The furniture is now sitting in our garage, exposing my family to mold. It will cost between $800 to hire movers to haul the furniture away for disposal. In the end, we paid nearly $3962.80 for $2000 worth of furniture to be slowly eaten away by mold. The furniture is now sitting in our garage, exposing us to mold. It will cost between $750 - $900 to hire movers to haul the furniture away for disposal. CubeSmart breached our contract by failing to provide adequate climate-control, which caused mold growth. The furniture is a total loss.

• Initial Complaint

  Date:07/22/2022

  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 rent a unit at cubesmart **** and they are not following any sort of laws about how to run a storage facility the lack of property trained management is clear and in this line of business they are supposed to do certain procedures to obtain a lien they are not they don't send out proper notices when asked to please provide emails that they say they sent or bills or anything it is a hassle they gave me a bill of over $800 when I received it it had been a month since I received any email or bill after getting a payment receipt I heard nothing until a month later saying I owed for the previous month and the current month plus late fees and extra late fees double on the prior month. They stated to me my bill was current and correct but I forwarded the payment receipt from prior month they proceeded to tell me that the payment was An error and was refunded but never notified me of anything other than a payment receipt until a month later I heard nothing about the rent still being owed or anything else they then said they sent another bill for now 663 instead of 880 and said I'm in auction status I don't know what to do they are not following any laws on property lien or anything. Last time this happened was in December I was able to work with them to become current and be allowed back in my unit then after paying 500 and 2 days after I paid my unit was broken into and the management was very disrespectful and said things like maybe you should of just paid your bill on time I had made the payment when the facility manager was not there she didn't know I had paid and was current and was thinking I had no insurance but I did and I think they are skipping steps in proper procedures and have a vendetta against me for going above their head to the owner of cubesmart to get it resolved which got them in trouble and now it's just I am not sure but I can't get a bill she keeps telling me different amounts and is now not returning emails I need to stop the lien it's illegal

• Initial Complaint

  Date:07/21/2022

  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.

  I have been a customer of CubeSmart for 6+ years, I normally pay my bill on time and from time to time have paid the bill late along with any fees via the website. For the month of June I knew it was going to be late due to me being laid off on the 28th. I went and spoke with the store manager, Christine and explained the situation and told her I filed for UI benefits which I was going to use to pay the 261.00 (236.00 monthly payment +25.00 in late fees). She said payment must be made by the 15th of July in order to avoid the 110.00 lien fee. I called her on the 15th and let her know I would be at the office the following morning when she opened to make payment. I arrived at the office at 10:10 and waited for 10 minutes because she was out on the property. When she returned she began to assist me but the total due was 497.00, I told her I was paying the past due balance which was 261.00. She said she could not accept partial payment and full payment was due. I told her that wasn't what we discussed last weekend. She responded and said you know the new month hits on the 12th and no I was unaware of that. I know the bill is due on the 14th and it's late on the 20th. I asked her to have her supervisor call me and she said she would send him an email. I called her on Monday because I had yet to receive a call and she said she would remind him. I called yesterday and she was off but the person in the office said they would follow up. It's been 4 business days and I have yet to hear from her supervisor and would like to resolve this issue as soon as possible.

• Initial Complaint

  Date:07/18/2022

  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.

  March, 2022, I rented an outdoor parking space, and parked my car on my assigned lot. There was much snow on the ground; there is no lot number posted on the fence bordering the back of the lot. June, 2022, the snow had long melted. Cube Smart texted my reference claiming that my car was parked a couple of feet onto the adjoining lot. Within days, I moved my car so that it occupied only my assigned space. Again this month, Cube Smart contacted my reference. I have had no calls in my Caller ID from 'Cube Smart'. I have received no texts from Cube Smart. I have received no emails from Cube Smart. In violation of the FDCPA (Federal Debt Collection Practices Act), Cube Smart has related my personal information to a third party. I hereby rescind permission for Cube Smart to contact my references. At considerable expense, I have complied with Cube Smarts demand to repark my vehicle. My account is up-to-date; please stop hassling me. *********************** *********************

• Initial Complaint

  Date:07/05/2022

  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.

  12/31/20 until 06/23/22 I paid 143 dollars a month and when I went to get my things back it was bug infestation in all my things and spider egg I did a complaint with them and their insurance company said that bugs was not covered and I paid 12 for the insurance I had to take all my things to **** dump and had to pay for it I took pitchers of everything I paid this place over 1700  dollars to keep my things only to get ripped off

• Initial Complaint

  Date:06/22/2022

  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 experienced two issues with this company. First, a friend of mine who just escaped an abusive partner had a unit at this location, but due to being financially controlled by her abuser she was unable to pay for her unit. Her unit went up for auction, and I was able to win it. I had called the company and asked if I could just keep the items in that unit for another month. I said I would of course pay the auction bill and whatever a months rent was. Very rudely they told me no. I asked why, and they said the renter cannot rent the same unit again…. Well I was never the renter. That unit was never in my name, and they replied I can pull up the video surveillance, because I have been in there with her helping move things, etc… they had no reason to say no. They made an excuse that didn’t even reflect me. Then just a plain no. I feel very singled out and discriminated just because I know the previous renter. Second, i was told that today 06/22/22 I had to have everything out by 6pm. I had explained I had been double billed at my doctor office. I disputed the transaction but the money wasn’t available until after 6pm. I have been very close to harming myself, because I have severe ptsd from watching my sister drown and die and it is also her death anniversary. I have been extremely emotionally unstable today and having vivid flashbacks of her death. I asked them to reason with me but they showed zero empathy, and disregarded my mental illness and emotional turmoil. This needs to be solved asap. I have documents stating my mental illness as well. Their lack of understanding has cause severe emotional distress and suicidal thoughts.

• Initial Complaint

  Date:06/14/2022

  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.

  Hello on 6/9/2022 I removed my belongings out of cube smart storage. I did so because the price that I was paying on the storage was very expensive and I could no longer afford to keep it going. I was paying $316.00 a month for a 10x15 storage. I paid my storage bill  and then was told that I could not get a refund or partial of the monies that I paid back. That's a nice little amount of Money it lose and then I had to pay for another storage and ***** to move my things.

• Initial Complaint

  Date:05/19/2022

  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've been renting a storage unit. Paying unit plus insurance. I went to storage to put something in there and found a strangers stuff in there. Girl at front desk said to remove. I asked if there are cameras said no cameras I'm upset I asked to speak to manager no return call. Last time I was in storage was in December since then till now I paying ins and a protection plan. I Amobviously not protected. I expect either toget my money back for ins from December till now. Or I will contact a lawyer and sue.