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:07/28/2023

  Type:Customer Service 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, Writing to report lights that have not been working on the property for a long time. Without working lights theft is inevitable. Also, Camera footage would be impossible to view at night due to darkness. Management always has some excuse for things that don't work, like faulty gates that went on for well over a year, now the lights. This property is unsafe to store valued items. Proper working lights are a deterrent for criminals. I've asked management to repair many times who come up with excuses, as done with the gates, that are supposed to secure the property. You get the run around response!. They always claim there is a vendor that will be contacted. The truth is they are cheap and unwilling to resolve a valid concern that applies to all who store their valued items. One thing is for sure they do not hesitate to raise your rates. I always pay my bill and cannot come up with excuses for payment. its a one way street with these people who have clever responses to get you off their plate. **, *******.

  Customer Answer

  Date: 08/29/2023

  Hello, 

  Cube Smart has not responded per BBB submission request for resolution of the matter. I proceeded with a certified letter and follow up in person to discuss, with no resolution. I was provided the typical excuses and claiming of submitting for repairs of non working lights. 

  So in conclusion, nothing has been resolved, or scheduled date for repairs. Any suggestions? 

  Ty, 

  *********************************, 

• Initial Complaint

  Date:07/27/2023

  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.

  I had a cubesmart rental unit for several years. Prices went up. When I was laid off I informed them to end the rental Fen 2023. Cubesmart kept it active and is running up the bill.

• Initial Complaint

  Date:07/22/2023

  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 7/1/2023 I moved out the storage facility and was told by a **** (store manager) that I would receive a full refund as I moved out the storage facility before and other rental fees would incur. He stated that I would receive a full refund of $252.50 in 7-10 business days. That was on 7/1/2023 and I still haven’t received it. I have called numerous times and they keep telling me they’re waiting for their district manager. I have even tried contacting corporate office. 

• Initial Complaint

  Date:07/21/2023

  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 have rented from this location for over a year back in 2017 & had such an amazing experience so by default I rented from here again. I even went as far as giving people the recommendation to rent here & my sister rents at a sister location. Now that I am back cubesmart has shown me they don't care about me or my belongings. I started renting 05/23 & I started off in a smaller unit & when I realized I needed more space I asked for an upgrade & they were accommodating to my request. I had to pay movers to move me into both units. I started complaining a week prior to July's rent because I realized that the a/c was not working, & since I am paying for climate control that is a problem. I called into the office & told them my concerns. I spoke with **** & was told that they were already aware of the situation and since she is "only at store level" there is nothing that she could do. She then advised me to send an email about the situation so she could forward it to corporate to fix the problem. I sent this email a week before rent was due. Days go by I didn't get any reply to my email so I called the office and left a message to no avail. I mentioned in the email that I refused to pay rent until the a/c is fixed because I am paying for climate control & not getting it & the office knew that this was a problem, they didnt mention it to any of the customers in that building in the 1st place, & they are expecting their customers to chase corporate to do their job. They locked me out of my storage so I ended up paying rent & late fees because I still needed to get into my storage. To my surprise I found RAT DROPPING & A DEAD RAT in my storage unit. The RATS ended up chewing my couch, ruining my son's mattress & so much more. My unit SMELLS HORRIBLE because since the a/c is not working all my belongings are ruined. MY WHOLE LIFE IS IN THAT STORAGE & I HAVE ONLY BEEN THERE SINCE 05/23. MY SON IS ALLERGIC TO EVERYTHING & IS ALWAYS GETTING SICK & THIS IS GOING TO AMPLIFY IT.

• Initial Complaint

  Date:07/21/2023

  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.

  Been paying Cubesmart for four years. They never once contacted me or otherwise alerted me to a problem. I tried to put some stuff in my locker, was told I couldn't. Then was informed I was evicted, no due process, no chance to rectify the problem, nothing. They destroyed thousands of dollars of my property with their pest problems and blamed me for said problems, although I'm certain I wasn't or was only one of several responsible parties. They refuse to communicate with me, think a sixty dollar refund is sufficient to replace four years of my money and my property. They claim to be processing a refund but it's been an entire month. There are some serious shenanigans. Then the corporation itself blocked me on ******* when there superfluous answer wasn't enough to shut me up. Please, I need my money back. They are treating me like I'm the liar and *******, when the real liars are the employees trying to cover their own *****. I've been mostly very patient and calm about this but they've frayed my nerves to the last thread with their cruel and callous actions towards poor clients like myself. Thank you, ***********************

• Initial Complaint

  Date:07/14/2023

  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 incident happens on June 2, 2023 Im which my storage unit was damaged because of plumbing issue. My items were water logged for several of days and I was not contacted. I had been a customer for several months before this incident occurred and I was not notified. The only reason that I knew the plumbing issue happed is because I saw wet floor signs outside of my unit and my contents were ringing wet or sitting in water. The manager, ******* states that he had called all people who were effected but I received no written or verbal communication. Yet, they will call to acknowledge that your bill is due. I asked him did he call and he said yes. I have no call record, voice mail or anything. He has always been very condescending and rude. In fact while, I was cleaning out my items he thought that it was rather funny about the flood situation. The **************** location has terrible management, not the other workers just the managers. Furthermore, my insurance company is attempting to work with this location to obtain information about the incident and she has called me twice stating that he is very rude and will not provide her with the nessacary information needed to file the claim. ******* has lied about someone who is supposed to call me back, the initial contact about that incident on June 2, 2023, and my receipt. Very unprofessional. Cubesmart **********************************************************************

• Initial Complaint

  Date:07/12/2023

  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 submitted a check in the amount of 71.25 with invoice number ****** to mailing address **** CUBESMART PA Philadelphia ******** ****** **** * ******** ****** Philadelphia PA ***** The check has not been posted to my account ending in **** Payment was sent ahead of due date 7/1/2023 I am being penalized 20.00 dollars for a "late fee" I called cubesmart twice on 7/7/2023 to inquire about the late fee and to make a phone payment: I was advised in the call center they cannot give me the flt rate for late fees as it varies and payment will not be accepted in partial. The call center representative explained the office will reach out to me to advise of their late fee. I emailed the office to ask why am I being forced to pay fees for late/lost mail. Why do I have to pay a “Convenience Fee:” just to pay a bill? How’s an additional out of pocket cost share a customer convenience? Why am I being advised that my rent will increase 8-1-2023 for a 5x5 unit which is half price at another location? I mailed another payment 7/7/2023: which isn't posted to my account. I called the local office: prompted for the Manager: my initial call I asked: do you accept  money orders, the manager asked me to hold and hung up: do you accept money orders is a yes or no question why hold the call? I called back: prompted the manager again and was advised they accept the money order. I explained that I mailed two payments and neither were reflected: ****** the office manager never once asked to trace the payments. I offered to come in and pay. She says ok the balance is 91.25: and I explain I'll pay my invoice amount of 71.25 she explains she's not going to take the payment. At this point no one in the office or at the call center can tell me where my two mailed payments are. No one has offered to credit the invalid erroneous late fee, no one has offered to trace the lost payment. And my payments are just sitting in the office not being applied because they dont accept partial payments? 

  Customer Answer

  Date: 08/08/2023

  Although I have sent another payment and asked the store manager to stop harassing me; she restricted my ability to access to move out. And explained they were not applying my money order because it didnt include a 20 dollar late fee. My contract says the late fees are 10 dollars. Ultimately I want to pay the monthly fees and move out 

  Customer Answer

  Date: 08/08/2023

  Although I have sent another payment and asked the store manager to stop harassing me; she restricted my ability to access to move out. And explained they were not applying my money order because it didnt include a 20 dollar late fee. My contract says the late fees are 10 dollars. Ultimately I want to pay the monthly fees and move out 

• Initial Complaint

  Date:07/11/2023

  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 April 21, 2023, I reported a drug arrangement via telephone to the district manager, ******, and the divisional vice president, ******************** that occurred at unit **** from the Bellerose warehouse, which appears to be unlicensed as a storage warehouse, between a CubeSmart employee named ******* and a female who has no affiliation with the store. I have occupied a unit in close proximity to the incident for the past three years and have never missed a payment or had any issue with staff. After reporting that incident, the following week I received threats from ******* where he verbalized to me near my unit, "I'm going to get you evicted!". On May 7, 2023, I discovered my unit was tampered with, with visible scratches near my lock and tape placed over the keyhole and a partially handwritten note stating my lease was being terminated as of May 16, 9 days later, when the agreement I signed states at the bottom of page 1 that, "Owner may change the terms of this Agreement by notifying me 30 days in advance." Incidentally, ******************* never responded to my calls and the district manager, ******, has refused to resolve this issue. I have called customer service repeatedly and they show no record of a lease termination. In fact, I have received invoices for **** and July which show a rate increase and late fees since the store manager ****** refused payment on May 17 and ******* refused payment on May 16. Since May 23, 2023, I have been illegally locked out of my storage and unable to access my things yet billed since this date with an invoice currently due by July 17, 2023 totaling $260.00. All of this in retaliation of a drug dealing employee who falsified reports by telling the district manager, ******, and store manager, ******, that I was sleeping on the premises to divert the attention from his unscrupulous behavior and misuse of the company premises. I couldn't be sleeping if I know this!

• Initial Complaint

  Date:07/10/2023

  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.

  We have been paying 182 and change for the last several months for a storage unit on the street level. *** the man paying is working for the next sevral months in CO -- I seek to transfer the account which I am on -- in any case -- to my name and pay for it with my credit card. *** wants the same. The store has given many run-arounds for the last several weeks. ********* can not show up at the store with me since hes in CO. They will not allow me -- even though Im on the original account to begin to pay or to do anything with the storage account -- whic *** was paying for. I want to reduce the storage since only a fraction of it is being used at present, to a smaller unit on the same ground floor -- since I am disabled and can not ride elevators or climb stairwells. *** wants the same thing but the facility is setting up too many hurddles to do this in a timely manner both on the transition account front and the transition to a smaller unit front. We beleive they set up a AI policy which is deaf to the real needs of humans and there is no way to ever bypass the system in a timely manner -- so that we will not be charged for what we do not want. I was told just today -- by a manager -- that " the account would not be held as late" until I was able to get to the dist. Manager in charge of the situation who could help me. But at the very end of the conversation she said the exact opposite. This is a constant with this hedge fund storage facility which appears to use AI in a malicious way -- with no opt out customer service. We want to speak with the correct manager immedately in order to transition the account immedately and transition to a smaller less expensive unit immedately -- ( on the same floor). We need this before the 11th and I have been given runarounds for days on this. Thank you, ****.

• Initial Complaint

  Date:07/06/2023

  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.

  I have 2 storage units at ****Cubesmart **** **** ******* **. LAS VEGAS, NV. ***** It is supposed to be climate controlled meaning temperature would be 55 degrees to 80 degrees. The swamp cooler has been broken for at least 3 weeks! Probably longer.. It was broken last year for 6 weeks.They know it has been broken.I took a thermometer it read 98 degrees on July 2nd!!!!weeks before it was 94 degrees & 96 degrees!! I have photos .!! Local staff is very nice.After my friend (who also has a unit) & I made many phone calls & chats to complain to higher up offices & district mgrs.last week . This week we both spoke to a **** ****** in Texas. HE Said 2 to 4 weeks before it will be fixed& he added that his time estimate would be shorter but he said 4 weeks inorder to "cover his blank"(my interpretation). Please help us expedite this repair! I have art from switzerland & mid century furniture & movie film! & one cant go into the unit to retrieve perishables because its unbearable!!! *** ****** also said when swamp coolers are working it actually gets more hot because of the humidity!! He said hot water goes thru the fans & makes the temp hot!!! What??? I dont know how to add pictures of thermometer. Thank you!