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

  3265 E Speedway Blvd Tucson, AZ 85716-3933

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  CubeSmart

  2855 S Pantano Rd Tucson, AZ 85730-1141

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  CubeSmart

  975 S Prudence Rd Tucson, AZ 85710-5020

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  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:09/15/2022

  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 or about 8/27/22 at about 8-8:30am, the store manager for *************************in Rochester, NY opened my storage unit WITHOUT VALID CAUSE OR REASON. My unit was unlocked but shut because I had an accident and needed to change my pants since the bathroom is always locked and the office was not open at the time I went to get the key from him, as they normally open at 9am on weekends. I hear and see him lifting my unit door so I yell out "HEY!" to keep from having my bare a** exposed. He then starts going off on me, accusing me of living in my unit (WHICH IS 100% FALSE). He then says he's going to report me to corporate and if they review the cameras and determine that I've been living in there my contract will be voided. The very next day I come to my unit to see a note stating I have until 9/6 to remove my belongings or they will be sold. I call corporate 9/6 to put a stop to this nonsense and report the blatant disrespect and violation of my rights & privacy, and I'm told the regional manager would get back to me within 24-48 hours. It's now 9/15. I haven't heard from anybody. Last week, the store manager of * ****** ****** called me, but when I said hello he hung up in my face and never called again. I'm furious. I need this situation rectified in more ways than one, starting with a refund and to have access regained to my unit. I am not the first customer to complain about his nastiness. He's the only person who even works at the location because all of his staff quit because he's so unbearable.

• Initial Complaint

  Date:09/12/2022

  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.

  Aug 21,2022 We have a business called ******************** ****. We put on Trade Shows at venues like the ****** ******** which is home of the ** County Fair. We store Pipe, Drape, Stantions and other equipment at CubeSmart in Anaheim. We were returning our equipment late after a show on Aug 21, 2022. Our unit is upstairs, accessed by freight elevator. The elevator got stuck halfway up with our equipment on it. We got a portion of our equipment into our storage, we had equipment on the truck still along with the equipment stuck in the elevator. It was too late to call even though we tried custom service. We took equipment off the truck and put it in the freight elevator lobby unsecured until the next morning. We came back the next morning and no one was in the office. We called and were told someone will be there at 11:30am to the office. We waited, no one showed up. We decided to put equipment that wa in lobby into a nearby empty storage unit since it was bocking the way. We called mulltiple times to discuss stuck elevator and equipmnt left in other storage unit. We called all day Monday, Tuesday, left emails and no one called us back until Wednesday. Finally a rep called and said they will work on elevator and we told him about other equipment in nearby storage unit. He called us back a day or two later, told us elevator wa fixed and we could get our stuff. I called office to make sure they were there to set up time becasue they had to unlock the elevator and to let them know we're comin to get our extra equipment out of the other storage. They called us back to say are other equipmwnr in extra storage was taken by a moving company becasue they didn't know whose it was. W had left numerous message and emails about that equipment. I got the moving company number called them and they said they took our equipwent to the Dump. They realized her mistake went back to the dump and returned partial and broken equipmnt back to us. Our drapes wer missing, Worth $25,000.

• Initial Complaint

  Date:09/06/2022

  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 paying for a climate control storage unit for the last year and a half. During the last four months the section of my storage unit has had no AC. It is hot - sweltering. I had to move some suede chairs from my storage unit to my apt so that they don't mold. I have asked the guy for an update on the AC and he doesn't have one. He gave me a $25 credit for August and I've asked for another credit in September. He says he already gave me a credit in August and if I wanted to I could move to a different unit or he would have to speak with his manager and he hasn't returned my call. I don't have people to move me...I'd have to pay a moving company. Again, I paid the full price of climate control during the four months except for August when he gave me a $25 credit. I should be given credit for May, June, July, and now September. Location: 610 E. Stassney, Austin, TX ***** unit ****.

• Initial Complaint

  Date:09/04/2022

  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 unit cost $191 monthly. The rent was due each month on the 27th. They allow 5 days grace period to pay before a late fee in imposed. I paid my rent on time as usual. On Sept 1, 2022 I moved out. This is the 5th day of the month of rent. I was told they do not prorate the rent so I lost the remainder of monies. This is not fair. If I didn’t pay the rent my unit would have been locked and a late fee imposed. So I paid the rent just so there are no issues when I move out. The last month should be prorated to accommodate the customers moving. Most of the time is in the beginning of the month. I’m seeking the return if any unused funds.

• Initial Complaint

  Date:09/01/2022

  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.

  Hi I bend a costumer for Cube smart for posible like 3 year's evriting when ok I started aren't $100.11 rent a month ok this year they started charging me $125 a month I call the company and I asked the way you're charging me more money I told them in the beginning you's never tell us it could change the prices they say o price they went up and I agree I asked the person o no I don't think today I see my account they charging me $140 they never said anything whay this is a reapoff meaking money raising the prices like w are in downtown

• Initial Complaint

  Date:08/30/2022

  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.

  RE: CubeSmart store **** @ *********************. I rented unit **** in Feb 2021 for $21.75. ***** told me rent is due on the 7th w 6 days leeway, mail-in check is acceptable. Rent is now $35.59, a 61% increase! Dec 7,2021 CS called to let me know my $45 key-lock on my unit had been removed [stolen] but they put on their $20 lock, very grateful. Jan 7,2022 I borrowed a car and purchased one of their locks for $20.34. June 2022 I rec'd a message May rent overdue. I texted image of bank cancelled May 3 check #**** deposited by CS 5-10-22. July rec'd messg May rent overdue, late fees charged, $10 5-13-22, $15 5-23-22. July 26 paid Aug in person w debit card, $36. Aug rec'd letter a lien was put on my unit, to be auctioned Sept 7, and access to my unit was not allowed!!! Aug 18 called local office ************, texted images of May, June, July deposited checks. Spent many hours on ph to resolve issue. Talked to *******, *****, *****. Aug 23 ***** eliminated lien charges of $100+, said issue was resolved. ***** gave me Dist Mgr Douglas J************ direct ph ************, disconnected. Aug 25 mailed $35.59 check. Called office Aug 29 to make sure payment was rec'************** said he couldn't cash my check till whole bill was paid, $59.13. ?!!? $59.13-$35.59=$23.54. How did they arrive at this number? I asked him to have Store Mgr **** call me please. ***** also said my unit would be auctioned Sept 7. Aug 29 I called District Mgr office  ************, talked to Azure, who called local store. She sent emails w URGENT to Dist Mgr Douglas J************ email ***********@cubesmart.com, and Dist VP *************************** to email, but said they were traveling and may not respond till mid Sept.I am now forced to pay an additional $23.54, to avoid Sept 7 auction and also so Sept rent check will be put thru to avoid add'l late fees. Their ph message includes the phrase "Winner of the Inside Self-Storage Best Customer Service Award". Maybe some other CubeSmart, but not this one. Moving asap.

• Initial Complaint

  Date:08/23/2022

  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 November 23, 2021 I attempted to collect the contents of my storage unit but was locked out eventhough payment was up to date. I was not able to get my belongings and lived out of state so have been paying ever since. I have been being charged late fees before 10 days late, and being charged administrative fees because I am being threatened with the sale of my property eventhough August to September bill is not due. I was told I cannot pay back payments that are due such as June paid in full or July paid in full but can only pay a lump sum to prevent the sale of my Belongings that I have been paying to store for over a year. I feel I am being robbed!

• Initial Complaint

  Date:08/23/2022

  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 obtained a unit on 05/05/2022 for 86.70(medium) at **********************************. When I went in they told me the unit I reserved belong to someone else. The store manager ****** apologize fir the error, she'll bump me to large for same price, and give me 2 months free. All I pay today was ***** I agreed. The following month received notification bill due 07/01/ 2022. Called ****** explained how I'm homeless and that's all our belongs we have nothing else. She said I could do a partial payment $115 and move out on 48hrs I aske until the weekend she agreeded. Friday I called she said systems down call back next week. I called same excuse she said she was gonna call me ... fast forward today I called the general manager said ****** was fired for offer customers the same thing she offered me, I explain I'm homeless that's all we that t his wasn't my fault he apologize says it's nothing he could do and ended the call.

• Initial Complaint

  Date:08/15/2022

  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.

  Jonathan the manager of Cubesmart knew that he was getting reimbursement for the Storage arrears of $608 from NYC HRA. Since it took me to dispute it out with Fair Hearing, payments got delayed by a whole month leaving my units to go into auction. After, I had to bid for my storage unit back, I paid Storage Treasure (auction company for Cubesmart), $137. for all 3 units. Cubesmart gave me 72 hours to clean out and close out my winning bid storage units. When I did. Jonathan returned the $100 deposit for cleaning. The following week, NYC HRA dispersed the $608 to clear my name of the debt that I left behind. I didn't want to ruin my credit so I requested that my $137. charge be refunded back to me because my debts are all paid off. He refused to do so. So now he hides behind other coworkers knowing that he now owes me $137. that he knew darn well he shouldn't have scammed me for it. He got his $608 check. Sounds like he rather take $137 over $608 just to mess up my credit and to pocket what he wasn't entitled to. I'm on EHV (Emergency Section 8), SNAP, and SSDI of $733 a month besides I work $936 a month as a caretaker. I'm nowhere rich nor comfortable that this guy shouldn't have taken advantage of my poverty and any extra money I may have besides the vulnerable situation that I just came from (5 years of homelessness).

• Initial Complaint

  Date:08/08/2022

  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.

  Well my unit was broken in ,the gate is broken open and nobody is fixing it,also they got rid of a manager on a site while I was under impression they have one.