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 has 1130 locations, listed below.

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• 

  CubeSmart

  5 Old Lancaster Rd Malvern, PA 19355-2132

• 

  CubeSmart

  11402 Cherokee St Northglenn, CO 80234-3009

• 

  CubeSmart

  1540 Altura Blvd Aurora, CO 80011-5714

• 

  CubeSmart

  2545 S 6th Ave Tucson, AZ 85713-3409

• 

  CubeSmart

  201 S Plumer Ave Tucson, AZ 85719-6353

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:11/16/2023

  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.

  The facility changed the way you exit the property. Before you can go right up to the gate and it would open. Well one day, they decided to install a keypad as you exit. No signs visible until you get to the gate and then you have to back up. Well, they placed this huge dumpster right in back of it, almost impossible to maneuver if you have to go back. I've asked them why don't they move it or put signs that say be careful of dumpster when backing up, you can download app in meantime, etc. I hit the dumpster backing up -- they said they would file a claim, still waiting for *****, the district manager to call me.

• Initial Complaint

  Date:11/15/2023

  Type:Sales and Advertising 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 February 2023 I rented a 5x10 x 8 at an introductory rate of $59.15 + tax. That rate was good for 4 months. The non promo rate would have been $91. + tax. In July I was notified that the price was going to be increased to $177. Inc tax. I actually thought it had to be a mistake and I wasn't too worried about it. I only needed the space for a few more months. But when I did finally call them and ask them about it, they really had no answer for me. They would not tell me what the space costs for other people. On the website it was $128. No one would actually answer my questions. And they refused to change the price. They did not say it was a mistake at all. I guess it was intentional. I feel they deliberately ripped me off and they did not even try to apologize or correct the problem I should add that I was never late on a payment, and I did not need the insurance. I provided proof of my homeowners insurance.

• Initial Complaint

  Date:11/12/2023

  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.

  1. The nature of this business involves (what looks to be fraudulent/conflicting invoices in comparison to actual owed amount on a monthly basis). I feel as if I'm being scammed within the business of CubeSmart and I do not feel as if my private account information is safe. My online account info. reflects a different amount than the emailed invoice and I do not understand. I do not enjoy the mental stress of not knowing if my belongings are in jeopardy when I pay my account owed every month based on the online data that reflects my contract with the company.2. No real contact information to discuss issues above local management of self-storage facility over phone (which often results in unprofessional disputes). 3. Head quarters office has no real contact information to discuss concerns or address questions (In which CubeSmart Help Center/Corporate Office in Malvern, PA appears on your website of complaints) Customers of CubeSmart at the location of: **** ******** **** **, Atlanta, GA ***** are at the mercy of the BBB stepping in to address these practices that are ongoing and getting worst. 

• Initial Complaint

  Date:11/09/2023

  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.

  Contacted corporate on Mon. 11/6/23 asking for the Reg. Mgr. (***************************) to contact me to discuss concerns. No contact from him. Emailed the GM, ***************************, 11/7/23 requesting the following, w/ no response. Cost of the unit-Website states any rate/rental adjustments must be communicated via mail or certified email. Provide the dates and methods used to communicate rate increases along with screenshots. If the items were mailed, please provide the return receipt information provided by the post office. Insurance claim-Filed a claim for damages sustained after Hurricane Ian. Third-party insurance offered by CubeSmart. Please send the policy information, including filing guidelines, forms, and company, along with the date that you filed the claim. I will also need any communications you have had with the insurance company to date. My understanding was that this was filed in June for the maximum benefit amount of $2000 and it has not yet been paid. Threats of Auction-There are no clear details listed on CubeSmart's website regarding their auction policy, including how many payments a unit must be delinquent prior to being placed for auction and the process in which the auction is listed. This information is needed as soon as possible. Clearly delineate all steps, legal procedures, policies, and criteria that must be met and followed in order for a unit to be auctioned. Evidence-There is essential evidence pertaining to a federal case in this unit that you are barring them from. The possible auction of this unit could qualify as obstruction of justice, tampering with evidence, and destroying evidence, amongst other crimes.

• Initial Complaint

  Date:11/08/2023

  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.

  Three weeks ago on October 16, 2023 I went too my CubeSmart storage unit to only find my basket inside of my packing boxes eaten by a mouse with mouse feces laying on top. I left the unit to go to the front desk to file a complaint with the store. The lady at the front desk informed me that she would be sending an email to the district manager (***************************) and that I should file an insurance claim. I have yet to hear from the insurance company as well as any person from CubeSmart in regards to this matter. I have called and left between 5-7 messages begging for a phone call. There is no number they can give me to HR or corporate, so the matter has not even been escalated. I pay $181 a month and have had this storage unit since June 2023. They are threatening to put a lean on my unit if I don't pay. However, I am unsure how you expect me to pay for a unit that it infested with mice and has not been addressed. Please help me resolve this issue as soon as possible so I can have my things removed and I am not responsible for the move or the storage fees. Thank you!

• Initial Complaint

  Date:11/07/2023

  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.

  This location has a HUGE RAT INFESTATION! We put all of our stuff in storage for 1 year and it cost us $6,000 total. When we came to pick up everything, the rats infested the whole unit. Rat urine and feces over all of our stuff. Dead rats everywhere. Every box we were opening, there were dead rats inside. The stench was horrid! We couldn't figure out why they were dead until we saw a packet on one of our mid century chairs that the rat pooped on, packet had the title "rodent pesticide". This means the facility knew there was a rat infestation and put packets in the unit and decided to NOT INFORM US!!! By the time they realized there was problem, it was too late. These rodents did so much damage. The whole situation traumatized our children. We were terrified to open every single box. Half of our things was so disgusting; we left it at the storage unit. They damaged furniture, clothes, family albums. The following morning we made multiple phone calls but no one answered. When you call corporate, notes show that the manager called us back twice but that is a lie!!! We didn't miss a single phone call from them or got any voicemails. Their contract, as with any storage company, states they aren't liable for any damage including rodents. But this ridiculousness needs to STOP. Just because you aren't liable doesn't exempt you from making sure your facility is protected from pests and rodents. TAKE SOME RESPONSIBILITY and protect your building! Due your due diligence! Do everything you can to prevent such infestations from taking place! These storage companies take everyone's money yet do NOTHING on their part to prevent such damage from taking place. Absolutely unethical and should be illegal. *****, the general manager for this specific location and several others in south Florida hasn't returned a single phone call and lies on corporate notes that she has called. No one is ever at the office! This place needs to be shut down. We need to be reimbursed!

• Initial Complaint

  Date:11/03/2023

  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.

  My name is *********************** and on 10/3/23, I was instructed by CubeSmart ******************************Bronx New York ****** ************ to come and clear out my storage unit ****. There was flooding and water damage to the basement and I want to make it perfectly known that I was paying for additional insurance every month. The total amount of money that I paid out was $1170 to the company, and CubeSmart claims to provide a safe haven for the customers things. I contacted the corporate office after the site was unable to provide me with corporate's number. The site manager even told me and my family that that particular site was in the poor area and was unable to give any money back to customers. The corporate office I spoke to 2 different agents at 2 different times because they were lollygaging and hoping that I just go away. Finally I received a call from a supervisor and he said that we are not giving you anything because it was a natural disaster. When I first put my things into that place NEVER was a contract presented to me, that I signed, stating that in the case of a natural disaster that I take a big loss. I want to be reimbursed for: Chair, Pictures of deceased relatives, car radio, twin bed, trampoline, portable AC, entertainment center. 3 winter coats, 9 pairs of jeans, African dress, exercise elithical bike, rusted ***** bike, 26 winter sweaters, and a comforter. I also have video of eveything even the local manager taking pictures.

  Customer Answer

  Date: 11/29/2023

  ******************* is the district manager for CubeSmart and he is refusing to take care of my case. I called him on many occasions such as yesterday and he acts surprised or brand new of the situation. I sent him numerous emails with the damaged items attached and he keep on telling me to resend them. He is not working actively on my case, he tells me that he is going to look into it but he doesnt. Yesterday the corporate office states to me that they put down on record that they tried calling me several times and I did not respond. That is not true! They are ignoring me on purpose and putting in their files that they called me to satisfy you. ***** the manager at ******************** me out as if the money is coming from his pockets. They are not willing to help me and willing to lie and tell you that they contacted me.

  Customer Answer

  Date: 12/18/2023

  Please help me , I have been waiting for this to be settled since October 2023. I sent a list of my damaged items that totaled $4300. 
  but I was willing to take $2500. CubeSmart want to ignore the insurance that I was paying totaling $2000. CubeSmart want to give me only half, I sent the itemized list and the texts from ******************* to myself.

  Customer Answer

  Date: 12/18/2023

  Please help me , I have been waiting for this to be settled since October 2023. I sent a list of my damaged items that totaled $4300. 
  but I was willing to take $2500. CubeSmart want to ignore the insurance that I was paying totaling $2000. CubeSmart want to give me only half, I sent the itemized list and the texts from ******************* to myself.

• Initial Complaint

  Date:11/03/2023

  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 rented a storage unit from CubeSmart in Humble, Tx from 2018 to October 2023. I had a leather sofa and loveseat set, two refrigerator's, King size bed set with frame, head and foot board along with nightstand and dresser. There were several boxes as well. On October 20, 2023 I moved out of the storage unit. I noticed my living room set and refrigerator were severely damaged. I called the storge unit I was given the contact information to file a claim. ***** **** from ***** ******** Insurance Group ###-###-#### was assigned to my claim. I forwarded the requested information with my summary of the damaged items. On Tuesday, October 31, 2023 I received an email from ***** stating the damage was due to mold caused by heat/humidity and change in temperature. They didn't find a covered water event that took place in order to cause the mold. My claim was denied. The back wall to my storage unit was still, so air and heat comes from underneath the back wall that is how my furniture and refrigerator were damaged. I want ******** Insurance Group to pay for the damages. I have before and after pictures, Cubesmart is liable for all damages. Not once did ***** contact me via phone. All communication was through email, I called her to discuss the issue in detail she never returned my phone calls.

  Customer Answer

  Date: 11/22/2023

  I’m following up on my complaint!  I haven’t received any communication.  I know ***** **** won’t respond via phone only email.

  Customer Answer

  Date: 12/04/2023

  I uploaded a better picture of the living room sofa what it looked like before placing it in storage.  I'm search for additional pictures of the living room set. 

  Also, if my living room set was damaged before I moved my furniture and house items into the storage, I would have discarded the set.  I checked my storage on a regular basis, each time I was there, no damage to the furniture or any of the household items.  I was also informed Cube Smart turns off the air condition and heater at certain times of the day.  

  If this issue isn't resolved and I don't receive payment for my damaged items I will take this issue to small claims court.  

  This is another phone contact you can try **************.

• Initial Complaint

  Date:11/02/2023

  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.

  The storage facility is charging late fees equal to the rate of the monthly storage units rental. The facility is allowing people to store things in the roadways causing health and fire risks. People are storing chemicals. The facility has become overrun with rats and roaches. There is insulation being ripped up by the rodents and left all over our personal belongings in the units along with piles of rat feces all over our personal belongings. The facility is frequently not open when it says it should be open and the electronic gates are often malfunctioning.. I would like a refund of the 110$ auction late fee they charged me.

• Initial Complaint

  Date:10/30/2023

  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 had a storage unit that was charging my account monthly charges of $160.00 on October 22,2023 I was moving and closed my account on October 25,2023 at which time I was told that they would not be issuing any refund because they dont Prorate their accounts. I don’t feel it’s fair to charge me for a month of service when all I used was 3 days of service.