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

  5353 E County Line Rd Littleton, CO 80122-8109

• 

  CubeSmart

  3265 E Speedway Blvd Tucson, AZ 85716-3933

• 

  CubeSmart

  2855 S Pantano Rd Tucson, AZ 85730-1141

• 

  U-Store-It

  3680 W Orange Grove Rd Tucson, AZ 85741-2824

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:05/31/2023

  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 returned a King/Queen Mattress Bag without a receipt. I was issued an invoice and assured I would receive a refund check of $7.91. I have been requesting this refund since October 22, 2022. I called several times and was then provided another invoice # ****** and still have not received my refund. I was also advised that a Customer Service Manager would be calling me back and no one has ever contacted me.

• Initial Complaint

  Date:05/26/2023

  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 have been happily storing boxes at the warehouse. Rate went up after first year by a nominal amount. Then 3 months later they are now almost doubling my rent for for a 5x7 room from $157 to $302 with 2-weeks notice. This seems like price gouging to me. They have given me another month at the same rate to find another space, but wanted to know if this is regulated? Is it possible that you could help with getting a much smaller rate increase. Thanks,

• Initial Complaint

  Date:05/25/2023

  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 receive a call from ***** Cube Smart live on site Manager on April 11,2023 Tues appro 2:32pm pst She inquired if I had been at my unit? There is NO LOCK on it.Is there any i could Come into the office this afternoon or tomorrow? I stayed no that's not physically posible due to Relocated my residentcy 30.2mikes away and been bed ridden. Due to complications of health and disabilities issues and not able to drive no transportation or means to make visitation to check it out.She then requested AUTHORIZION to gain ACCESS IN MY UNIT ,and will take photos, and assess if My personal contents been stolen, ransacked so forth.Then asked me about my email address and everything up to date what is on the computer of your info.I stated all is correct.She then ok I will send you more info via my email address via Cube Smart's web site app.Well, since then , Cube Smart Web site is extremely difficult to access, keeps sending UNABLE TO PRocces access my email is not correct or even on file!Numerous times still unable even with their update NEW Updated mandate required!!Well , this May24,2023 WED 5;38pm (pst) still have yet to Verbal communication with her yet had 3 times spoken with other store employees but they red flag my account status s And I would need to speak with her Directly!Well, again I'm with a bit angry upsetting with a bit of anxiety and out in limbo law la land like a leaf on a river having to also deal with my ************** life vrsbdying issues bidden ridden only limited of m yo physical capabilities, no home care assistance or friends ,nor family members available to assignment with such off the wall circumstances on top of SSA been hit with scammers hacking our Debit card account and cell phones on top it all.Anyhoo i have Documented in accurate details of my ******* in good faith and with due diligence to resolve these escalating issues between Cube Smart Corporate Personal, and My Location store mgr BUT NOT ONE correspondence phone call,emails

• Initial Complaint

  Date:05/24/2023

  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 opened up my account with ******** ******************** but eventually the name was changed to ****** ******* on June 8, 2019 and I had no problems with my stuff. The problem came when CubeSmart took over. I didn't go to my storage when Covid-19 came. The last time I went to my storage was in 2022. I went to my storage on May 16, 2023 and 6 boxes of my stuff was missing. I had an original ******** and games, real crystal pieces, real silver ware and other types of real silver, blue willow china dishes. My son and I was shocked because my stuff should not have been messed with. My payments have always been on time because it comes out of my account every month. I have been a faithful customer. When I realized my boxes were missing, I called the store while I was there in my unit which is number ** but on paper it says **. I talked to whomever answered and I asked her. Who been in my unit because my stuff is missing and she said no on here could go in your stuff because we don't have a key. I told her you are lying because every storage facility has a master key when you are using their locks. It was a black box with hats and black & white dishes that were opened as well. I am not understanding why would someone go in my unit. I hope when I go back that no more of my stuff is gone. It is said that you pay your money for your stuff to be safe but it is not. I know that have cameras at this facility and I would like for them to go back and see who took my stuff. I feel that the person who took my stuff is someone who works there and probably had someone else that they knew to come and get the stuff out of my unit. I have asked that my unit be changed but I was told no. The items that were taken are my aunt and grandmother who passed away. The items taken were passed from generation to generation and this is why I am so upset. I had the ******** game ever since my son was little and no he is 39 years old. Leave my stuff alone because I pay for my unit every time

• Initial Complaint

  Date:05/17/2023

  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 make payments for my storage space I rent monthly, and do so in person. Any other way of making a payment such as online or by telephone, adds a fee to your monthly bill.Although they have posted office hours, usually run by the manager, the office isn't always open and I can't make my payment by the due date. I've stopped by this past Monday 5/15 and then today Weds. 5/17, the first day at 11 am, today at 1:30 pm and both days the office door was locked, even though the posted hours state they are open, and a sign also hanging on the door said open. So it is extremely difficult to make my monthly payment on a continuous basis as this has happened 3 prior times in 3 different months.

• Initial Complaint

  Date:05/11/2023

  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.

  The fee imposed on the pay by phone method is erroneously calculated. The fee is listed as 2% of the storage fee for a given storage unit. A major miscalculation of the fee to be imposed on the transaction arises when you have more than one storage unit at the site. When you call to pay the storage fee for one unit, 2% of the fee for ALL your units is added to the charge. If you attempt to pay for more than a single unit during the same call, the 2% fee for all units is multiplied by the number of times you pay for a unit. For example, I rent 3 units at this location, nominally $71, $173, & $317 totalling $561. Each has a different due date. However, when I call the phone system to pay for any 1 unit, I'm told that my credit card will be charged a $11.22 fee, which is 2% of the rent amount for ALL the units combined EVEN THOUGH I'm paying for ONLY 1 unit. If I attempt to pay the rental fee for a 2nd unit during the same call, I am then told that a $22.44 fee will be added to the charge. And should I choose to pay for the 3rd unit, then I'm told that a $33.66 fee will be added to that transaction charge. This is criminal level miscalculation. I've complained about this erroneous calculation of the 2% convenience fee to pay my bill by phone every since the unit came under the ownership of Cubesmart. I'm told some crazy story as if I can be convinced that this robbery math is correct!!!! As of result of this criminal miscalculation of the 2% convenience fee to make a payment by phone, I have been forced to find the time to come to the facility to pay the rental fees for my units in person. Today the office was unexpectedly closed. To avoid a late fee, I used the phone pay system and was forced to be robbed. This is criminal. I will do my best to ensure that the governor of the state of Michigan comes to know about this misconduct on the part of Cubesmart. Thank you for bringing this matter to the attention of Cubesmart.

• Initial Complaint

  Date:05/03/2023

  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.

  They rented me a storage and we could never get in the gate. I called they were suppto give me a refund instead they tried to charge me $212 again. I called back spoke to the manager she said the storage was rented to someone else and it had only been maybe 2 weeks. She was going to refund my money. Again i did mot het a refund. I called back on Friday March 29th asked for the manager she confirmed that my storage had been rented to someone else and that she could see my refund had been approved. She stated that she would have to email the manager, I told her I thought you were the manager she said a different kind. That she would email the correct manager so he could send my money back. Every time I call theres no one in the office. The first time i waited over a week to get a phone call. Ive been calling since yesterday and cant reach anyone. I just want my money back if you could please help me. They already rented it to someone else so I dont see what the hold up is especially since they rented it about a week and a half to someone else after i had already rented it.

• Initial Complaint

  Date:04/29/2023

  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.

  $405.00 paid on time bank online cubesmart supervisor very rude blowing up my phone

• Initial Complaint

  Date:04/28/2023

  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 recently recieved notice (4/25/23) after my auto pay (4/18/23) that my rates were going up. I did not agree with the rate change so on 4/27/23 i had my unit completely emptied out and turned in. I attemted to get a partial refund for the days i did not use and was denied. Cube smart stole $320 from me for only using 9 days even though the only reason i canceled was because of their price hike. If notice was given to me prior to my autopay i would have had it shut down. The new rate was almost 3x higher than similar units for new tenants

• Initial Complaint

  Date:04/27/2023

  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 23-2023 I went into the Cube Smart Self Storage ************************* Scottsdale, Ga ***********, smelling someone cooking and smoking Meth and smoking cigarettes'. upon leaving I reached out to customer service, them telling me they left a message for management. Going back on the 25th smelling the same thing and the air condition turned up higher like that's going to kill the smell. At which time I reached out to customer service again, this time I was told they would have the District Manager **** to give me a call as of today nothing. I don't need any one to call me, just use those cameras to find out who is doing this in the building and put a stop to it; I don't want Meth or cigarette smelling in my belongings nor do I want to smell it while I am having to visit the storage or one day be told there was a fire and my things were destroyed and I have to make my insurance company pay for something that Cube Smart should have to take responsibility for [and everyone knows they will not want to do so].It needs to be STOPED NOW.