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

  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:08/11/2023

  Type:Sales and Advertising 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.

  8/10/2023 I enrolled into an online agreement with CubeSmart of Macon GA., for their advertised monthly rate of $53.25. However, after the first month they changed my monthly rate to now $77.00. Which excludes the taxes and fees on the contract. Outside of the monthly rental insurance and fees that advertised monthly rate is apart of unethical switch and bait on the consumer. I tried to explain to their local representative, however, she was only willing to see the terms of the contract and not what their local business is luring in consumers with. Only to add on a much higher difference that increases the rental cost of a 5x5x8. I blocked the payment from being taken out of my account on its due date of today 8/10/23, business there’s a clear discrepancy in the amount I was being charged on last month and possibly on today. I want to make sure that myself and other customers are not paying for what we didn’t agree to. Note: if you were to currently go online and attempt to purchase the same 5x5x8 storage unit in the Macon location, it would still provide the same monthly fee promised, that shows the excluded tax fees and monthly insurance. It still should not charge you $89.00. Thank you for your help

• Initial Complaint

  Date:08/07/2023

  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.

  Rent space #*** commercial van was vandalized on March 8 th around 9:30 pm all tools taken out worth 9,000 on camera you can see a red truck with 2 men taking all tools … no resolution keep passing the buck ….they asked for a items that was stolen…the IT people came out to review cameras and found out the code was used by a worker from the inside…police was called stament was made….nothing has been resolved not a letter no emails, nothing

• Initial Complaint

  Date:08/07/2023

  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.

  I had a financial hardship and was owing Cube Smart for 2 months. I had called and spoke to an agent and informed the agent of my problem. I explained to the agent that I was going to make the payment the first week of February and the agent stated that it was okay. I called to make the payment a few days later than the day that I stated. The agent told me that my storage unit was auctioned. The storage unit was filled with valuables of more than $150,000. I asked the agent why didn't they tell me that they were going to auction off my items and the agent responded that they sent me a letter in the mail but I never received a letter. If a letter was sent and I did not respond to them, why didn't they send an email when they have my email, address, and number.I did not receive a phone call nor an email from them. I asked the agent before you auction off valuables of $150,000 because a person owed less than $700 aren't you supposed to contact them before auctioning it? The agent told me they could do nothing about my situation because it was auctioned. When I tried reaching out to them, I couldn't get anyone for months. No one seemed to get back to me. I called the head office and was put through to someone who stated that they were the supervisor. They said they were coming into the area about a month ago and said that they were going to get back to me but that did not happen. I called the office again and left a message and no one had contacted me since. Please help me find a solution to this problem because I have important memories and family albums besides the monetary valuables within the auctioned off items.

• Initial Complaint

  Date:08/07/2023

  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.

  On July 26th, 2023, I noticed extreme rodent damage to my storage unit with feces, urine, and scratches on furniture and clothes... it's about $30,000 worth of damage that will not be covered by insurance... Ultimately, I will have to throw everything away I'm the garbage... I need some sort of monetary compensation to cover my loss.

• Initial Complaint

  Date:08/06/2023

  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 company been added money to my account with out Notify me as a customer and I feel I been getting money stolen from me with out my Knowledge or any reason of the extra charges every month I would like to make a report and I would like money back or a free month of storage

• Initial Complaint

  Date:08/02/2023

  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 didn't pay July rent due to loss of income but I receive a email stating I can double July and August that would amount to 228$ for July and August but when I went to pay for August being it's only August 1st which my payment is due I was charged an extra 100 for a lien fee that I don't even understand that charge. It's August 1 not August 2 so I'm asking that 100$ be credited to my account and after August 31 I will not be renting there ever again. No other storage place charges a extra 100$ for a lien fee I'm already paying insurance that should be lien enough. I'm tired of companies making up extra fee that don't cover anything what is the lien fee used for?. Angry customer.

• Initial Complaint

  Date:07/31/2023

  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.

  Guilty of violating clients privacy. Sw Cube Smarts representative from the call center regarding verbal harassment from Cube Smart storages management. Employees state that I use there charging outlet too much. In addition to, not able to use the restroom on site. And that I leave trash and dirt along my storage unit. They plan on terminating the use of their facility. Company employees also terminated my lease at a prior property management early against my consent regarding lease payments due to detriment my character as a law abiding citizen.

• Initial Complaint

  Date:07/31/2023

  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.

  First of all, I have nothing against this business. The only thing I want is to solve a problem that is affecting the valuable things I have stored in this storage. I have a storage unit rented in **** ****** **** ****, West Palm Beach, FL, *****. I chose this storage for convenience and because I saw it very clean a few years ago. Now we have a problem, an infestation in an area of the building of tiny rodents (mice, rats) that leave their urine and excrement wherever they want. This poses a health threat to the people who frequent this place. There are very serious diseases associated with the urine and excrement of these rodents. Among these are Hantavirus Pulmonary Syndrome , Lymphocytic Choriomeningitis (Transmission of the virus comes when a person if in contact with mice droppings and urine.), Salmonellosis and others. The highest concentration of these rats and their feces are found between units number 120-124 and in front of these storage numbers. Their feces are on our personal things and on the floor. We have communicated to the management of this place and they say they cannot do more as they have a pest control. Someone is not doing their job to eradicate these rats from the place. We have this problem for a few months. If the current pest control company cannot eradicate this problem, then they should find another company that can. They have to find where these rats are entering the building. It's part of customer service. Many of these rats make nests in the palms trees that are around the building and their leaves that are touching the building serve as a way to enter the building. They have to trim the branches of these palms that are touching the building to prevent rats from entering it. Please help solve this serious problem. Please Help,  ***********************

• Initial Complaint

  Date:07/28/2023

  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 from CubeSmart on June 17, 2023. I was very happy with their customer service and the unit appeared to be clean. However, two weeks ago I received a call from the General Manager alerting me of an odor that was coming from the hallway where my unit was located. When I get to my unit that evening, there was an awful odor coming from the hallway where my unit was located. Flies were swarming the area as well. When I opened my unit, there were two dead rats laying on the ground. There were also four packages of opened vermin poison laying in my unit that were not placed there by me. The next day I called the office and when I informed them of this, they told me to contact the insurance company about filing a claim. I told them I would be there on Saturday to get things squared away. After talking to some employees, I found out that they had found 7 dead rats in empty units and 2 lying dead in the parking lot. They were still waiting for others to check their units. They assumed the influx of rats was due to construction happening at the company next door. Apparently, they had hit a water line and it flooded the area next the storage facility. Upon entering the unit, and removing a few items, 3 more rats were uncovered. In addition, maggots are now covering my items. The insurance company, ***** ********** Insurance Group, used by CubeSmart is refusing to pay retribution because the contract excludes vermin. However, this was an infestation and the company knew of the problem. Also, I had items in there for my classroom as well as baby items for my grandchildren. If I had been made aware that poison packets would be protecting my items, it may have influenced the items that I placed in the unit. This has been a disgusting nightmare and the gross negligence on the part of CubeSmart as well as ***** ********** Insurance Group, is the reason I am reaching out. Any help you could provide would be greatly appreciated.

  Customer Answer

  Date: 08/21/2023

  I would like to update this complaint. CubeSmart reached out to me and we worked on an amicable settlement. I am now satisfied with their response and wish to remove this complaint about them. 

   

   

  Customer Answer

  Date: 08/23/2023

  I would like to update this complaint. CubeSmart reached out to me and we worked on an amicable settlement. I am now satisfied with their response and wish to remove this complaint about them. 

• Initial Complaint

  Date:07/28/2023

  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.

  On July 20, 2023 CubeSmart sold my property without delivering the proper notice via verified mail even after I communicated via phone that I had not received the notice to that address. The manager sent me an email that contained pictures of envelopes addressed to an insufficient address. So according to the law, the letters were not delivered. They were in the possession of the store manager on July 19, 2023. I never received notice of the sale of my property. On June 23, 2023 CubeSmart received returned mail notifying them of the insufficient address of the notice from the first pending disposal sale. I did satisfy my balance and I kept my unit. Still I did not know that they had been sending mail from 8/31/2022 until now to an insufficient address. In result of this, my property has been sold.