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

  11402 Cherokee St Northglenn, CO 80234-3009

• 

  CubeSmart

  16845 Mt Vernon Rd Golden, CO 80401-3821

• 

  CubeSmart

  1733 S Wadsworth Blvd Lakewood, CO 80232-6821

• 

  U-Store-It

  3899 N Oracle Rd Tucson, AZ 85705-3251

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:04/24/2023

  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.

  Cubesmart charges service fees for online and phone payments related to storage units. Otherwise, they require customers to go in person to the facility that houses their particular storage unit. I went today to pay in advance during their business hours but found no one at the facility. Nor could customer service could reach the facility manager. I asked about paying at another facility but was told that I could only pay in person and avoid additional fees at the unit where my storage is housed. These practices are predatory and force customers to incur needless service charges to benefit Cubesmart.

• Initial Complaint

  Date:04/24/2023

  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 stored my RV at thier lot for years. In Mar, I gave notice that I was moving my RV and closing my account, On 9 Mar 23, I spoke with ***** at CubeSmart who acknowledge I was vacating the lot. I was also informed that I had a credit balance of $257.76 and that would be refunded via check within two weeks. It has not been 7 weeks. I have left multiple phone messages and emails. No one is returning calls and I have yet to receive the check.

  Customer Answer

  Date: 04/27/2023

  ******************,

  
  

  The business finally responded and sent the credit balance check to me yesterday.  Thank you for your assistance.  Have a great day!

• Initial Complaint

  Date:04/18/2023

  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 15, 2023, I visited my storage unit *** at CubeSmart Self Storage located at **** **** ***** **, Conyers, GA ***** to find that water had leak all over my possessions stored there, I immediately informed the office personnel, **** of this occurrence, when we both inspected the Unit, we found that there were holes in the ceiling which allowed the rain to enter the unit. Some of my possession where already wet and moldy smelling. I asked him want would be done about this and all he could tell me was since I elected to use my renter's insurance, they were not liable for damages. If I use my renter's insurance the deductible would be 500.00. I feel that this occurrence was the fault of CubeSmart's negligence, in not inspecting their units before renting them. His, ****'s only remedy was to give us another unit, a smaller unit at the same price; not a truck to move the items; not someone to help us move the items; only another unit, that was smaller and did not offer me any other compensations.

• Initial Complaint

  Date:04/18/2023

  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.

  Was told they would hold the unit for four extra days so I didn't have to send someone on a five hr one way trip to secure the unit but they then cancelled my unit and gave it to someone else raised their price gouging ways and now only have units that are way too large and almost triple the price

• Initial Complaint

  Date:04/17/2023

  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.

  Although I was late in paying CubeSmart due to an illness before, my account was up to date on 03/06/2023. I paid a total of $782 on 3/06/23 for past due balances and avoided a lien sale. I never received any notice of the storage unit lock being removed; I was told via phone that will access to the building/ elevator were revoked. After my $782 payment, it was made clear that everything is now ok and that all I have to do is make timely payments moving forward. However, I received an email on 04/15/2023 with subject: "Need lock". Email reads: Dear Customer: Thank you for bringing your account current. Due to your previous lien status, the lock on your cube was removed. As a courtesy, we have placed a temporary lock on your cube. Your rental agreement requires that any occupied cube is secured with a lock supplied by the customer. We ask that you place a lock on your cube within the next 48 hours, or we’ll purchase and place a new lock on your cube, mail the keys via certified mail to the address on file, and charge all associated costs to your account. Please contact us in the store for details or questions. Sincerely, ********* CubeSmart Self Storage, Store 0116 1158 McDonald Ave Brooklyn NY, 11230 (p) ###-###-#### | (tf) ###-###-#### *********@cubesmart.com ***************** General Manager: ******* *******| Manager(s): ****** ******, ********* ***** =========== I just paid April 2023 (Due 04/19/23) storage rent early on 04/14/23 online. I am up to date as of 04/30/23 and have no additional funds to pay for another lock (unit was initially secured by a lock I purchased from CubeSmart). They tampered with my lock and possibly my belongings even though the unit never had an auction sale(charged $110). They clipped the lock prematurely and accused me of trying to get in the unit when I live and work in Houston, Texas. I should not have to pay for any other lock they are responsible for breaking. They are attempting to get more money from me through a "lock fee".

• Initial Complaint

  Date:04/10/2023

  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.

  Cubesmart is a really efficient business that renders great customer service. I have never had a problem with them. I currently have a storage space with Cubesmart at their location at ******************************, Jamaica, NY since around 2/26/22. Since that time, my pay rate has increased twice, with notifications for both amounts. I understand rate increases, however, this last increase is a massive amount. It went from approximately $286 when I first moved in to $321 about six months after, to the current rate of $462 which was due on April 2, 2023. I spoke to Cubesmarts customer service departments supervisor on or around Thursday, April 6, 2023 who stated that if I call back the next day, that the manager could give me a one time discount for the month of April for the amount of $321. I am unable to pay them until Wednesday, April 12, 2023 because of this increase as well as I was out of work for 3 days making my paycheck short. However, I would like this new amount of $462 reviewed and decreased because its too high of an increase and no one from Cubesmart can give me an explanation as to why the increase is $141 a month. Thank you.

• Initial Complaint

  Date:03/28/2023

  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.

  Cubesmart Self Storage Store **** ********************************************************************** (P): ************ General Manager: *********************** Dist Manager: ******************** ************ * I'm a long term customer of 10 yrs plus and they have not honored my request to close my account and continue to add on fees.* I verbal spoke with someone at that location to close my account in February 2023. I also followed up with a email on February 22, 2023 with not respond.* I spoke with ****** in March 2023 concerning the matter and he was rude and still did not honor my request. I than left a message for ******************** again with no respond to my concerns.* I later sent another email March 11, 2023 and as of today March 28, 2023 to cancel my unit still no responds only continue to send me emails of fees being added. * The nature of my dispute is to cancel my unit as requested back at the beginning of February 2023, stop adding fees, and reverse all fees that have been added after my request.

• Initial Complaint

  Date:03/28/2023

  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.

  Hi there so I made a reservation to for a 12 x 8 and it was for today ********** & the cost was $105.75 and for some reason I get to the storage unit facility and ask can I see a 12x 8 and a accessible unit and I was told there isn't ain't available I said I made a reservation for one he said it's a 10x 10 available I said I don't know if that would fit my stuff he showed the display I said I would like to see the unit in person and he said there was one on the 2nd fl I said I have difficulty getting around and need one on the first fl and handicap he said he would show it to me but he wind up not working with what I told him it's important I had a unit that fits me and keep in mind the reserve was made for a bigger size of course he give me a smaller size not accepting someone has a disability and needs a accessible unit is bias, prejudice and flat if discriminatory plus the current unit is higher at at $141 each month a 10x 10 is 108.75  he acked up the prices for reasons because am ***** and disabled it also states the rental truck is free he charged me $10 for the truck and told me to top the truck off with gas and he him the receipt for one it shouldn't state o line thing and do another as far as free truck and nothing about gas it also does not states anything about a $100 deposit for the truck I also know I got charged taxed I also noticed I was supposed to get an email copy of my rental agreement and it never got to my email I also had to sign papers to rental the truck separately just a little heads up it's very important that I be treat fairly it's not cool to mis lead customers over money and they lie about first fl units theres plenty accessible unit if a 12x 8 was not available I should have been offered a larger unit don't pick a smaller unit and charge more I would like a refund for the inconveniences you can't run fraud at your place of business I'll also be filing a fraud claim with the state you over charged a disabled person of color

• Initial Complaint

  Date:03/25/2023

  Type:Order 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.

  When signing a contract for a storage unit in October 2022, a temporary lock and a new lock were placed in my unit. I was charged $18.79 for the lock with $1.88 tax. The very next day after my contract started I returned the temp lock and the new (unused) lock to the front desk, who said they dont offer refunds but they issue credits. I was assured I would be issued a credit on my next billing. It is almost April 2023 and after 3 visits to the front desk I have yet to be issued a refund. Please assist, as I believe Cube Smart owes me $20.67 plus interest. Thank you!

• Initial Complaint

  Date:03/24/2023

  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.

  Please note: Due to a death in my family, this complaint is delayed 9 days. Also, at the date of receiving my invoice I had not received the notice via USPS from CubeSmart. On Wednesday, March 15, 2023 I received my email from CubeSmart with my billing invoice for April 2023. I opened the attachment to learn that my monthly unit rental amount had increased from $145 to $162 (due April 5, 2023). Now, as per their contract, CubeSmart is going to point out that I (the consumer) understood that CubeSmart would increase their prices at anytime with a 30day notice. I am an accountant by education and by trade, and all 30day notices are suppose to be sent to all customers with our February 2023 invoice. CubeSmart (as per CS customer service reps) sent notices via USPS, postmarked March 3, 2023. In the accounting cycle, a 30day notice regarding a price change isn't a calendar day, it's a billing cycle, and (for me), the billing cycle is the 15th to the 15th of every month, not 30days before the invoice due date. I am seeking a store credit of one billing month, because I have to adjust my family's budget for April 2023 because CubeSmart neglected to do their due diligence and send the notice correctly, and as a result of this, one of my other bills is going to get left out. Thank you for taking the time to hear my concerns.

  Customer Answer

  Date: 04/13/2023

  Hello ******************,

  
  

  I hope this email finds you well and in good spirits.

  
  

  I'm not sure how to add any notes to the complaint filed against Cube Smart (complaint id #********* because as of April 10, 2023 I still haven't received the notice in the mail informing me of the price increase beginning April 2023 and I have already paid my bill for this month.