Complaints

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:10/29/2025

  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.

  I rent multiple climate controlled self storage units from Cubesmart. They have had a water leak that has been coming from the roof and has gone with out repair so long that the water is now managing to make it through the second floor and flowing into the first floor units each time it rains. While local facility management has done what they are suppose to by filing work orders. They have promised a climate controlled facility and failed to uphold that. I have gone through all the appropriate steps in my disputes of them continuously increasing rent rates but service isn't provided as promised. For the last month I have stopped in daily and called corporate multiple times seeking resolution with regards to billing and crediting my account as contract states they are responsible . The district manager assured me that the problems with the leaks have been "addressed" but I know that to be false as the building was flooding just last night again. Through an email and phone conversation I informed them what I proposed for the resolution which was as follows 1. Waive the rental amount for month of October but I would still pay the insurance costs along with any other applicable taxes . 2. For the months to follow, return my rental rates back to the original amount agreed on in my contract until the roof is repaired and conditions are as originally promised. Rental increase may occur there after. The corporate management team declined and only was willing to waive the late fees which has occured in part to their lack of urgency in customer resolution. They have not bothered to even ask what evidence I had to support my claims . due to the complexity of this complaint and the multiple people involved I feel that a written complaint such as this could be misinterpreted. I would be more than willing to answer any questions through a voice call

  Business Response

  Date: 11/06/2025

  Hi *******, thank you for sharing your feedback.  Providing excellent service is very important to us, and we'd love the opportunity to speak with you to better understand how we could have done better here.  Please email me at *********************************** with your preferred contact method/information, and a member of our team will reach out to speak with you directly.

  Customer Answer

  Date: 11/10/2025

   
  Complaint: 24079375
  
  I am rejecting this response because this appears to be a generic answer used as a template for any reviews or complaints. Their response does not address a single detail that was outlined in my complaint. I really think that them asking about how to contact me and saying someone will call shows how little of an effort was put into finding resolution on this . 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 11/21/2025

  Hello *******, I hear your concerns and understand that the resolutions already offered were not what you had in mind, but I want to make sure we have looked at every possible solution.  If you could please reconfirm your best/preferred contact information, someone from our team will reach back out to discuss available options to you once more.