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:09/09/2025

  Type:Facilities 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 Sept 1st, I went to my storage unit to pick up items. When I opened the door there was a dead mouse at the door.When I began to look at my unit more, I realized it has become infested with mice. I was mouse free when I moved in. Now all my clothes, furniture and memberial items are defected on and chewed up.Ive called and emailed Cubesmart several times asking for resolution. They have yet to respond or acknowledge this serious issue.Additionally, they raised my rent by almost $100 with no explanation.

• Initial Complaint

  Date:12/17/2024

  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.

  This incident happened on November 4, 2024. Extreme infestation that caused damage to my things. And destroyed Mostly all of my belongings for my home. I complain to the company and they only offer me $500. I even found dead rats they they chew through my couch and lived in there and use the stuff for a nest. They chewed through hand warmers and cleaning supplies. They got in containers from **** Club that were sealed with a yellow top. This has caused emotional damage and destroyed most of my physical items, I have several autoimmune disease diseases that this has kicked up into a flare from all of the stress. The higher *** of this company dont care and arent doing much about it. They are asking me for insurance policies that they know that I was denied for. They arent taking accountability. This was not a regular infestation. This was extreme with rats being found without a trap. I could imagine that it What hundreds of rats even evidence of a rat giving birth.

  Business Response

  Date: 12/31/2024

  We sincerely appreciate the opportunity to address the concerns raised in this complaint. At CubeSmart, we are committed to providing transparent,professional, and empathetic service to all our customers.
  This matter involves a storage unit rented by Mr. ************************* under a monthly lease agreement. Ms. ******** ***** has communicated with us on his behalf, presenting herself as his daughter and representative. While we understand her concerns, we have emphasized that we are in business directly with Mr. ***** and must address rental matters with him.
  To facilitate communication, we arranged a conference call that included both Ms. ***** and a gentleman identifying himself as Mr. ******* ****** During this call, we sought to confirm key details of the rental agreement.Unfortunately, the gentleman was unable to corroborate essential details such as the lease start date or provide verification information tied to the rental agreement or details of the last four numbers of the identification presented on the lease agreement he signed. During the call, the gentleman ended the discussion, and ******** informed us that her father no longer wished to address the matter. Ms ***** insisted that we continue the conversation with her.
  We recognize the seriousness of these concerns and have taken steps to address them. While rodent activity is not a covered loss under the terms of the rental agreement, we extended a gesture of goodwill by offering a $500 customer service credit to Mr. ****** Ms. ***** expressed dissatisfaction with this amount, seeking compensation ranging from $2,000 to $5,000. We requested an itemized list of damaged items with associated replacement or repair ******** date, we have received only photos of droppings and soiled items, which alone do not substantiate a claim for compensation that is outside the terms of the lease agreement between ******* ***** and CubeSmart.
  It is important to note that Ms. ***** is not listed as a customer on the rental agreement for this location. In June 2024, we offered a payment arrangement to assist her in paying a lesser amount to end her rental and remove items from the facility to avoid a delinquency sale. Rodent activity was first brought to our attention by her on November ******* CubeSmart has maintained uninterrupted monthly pest control services before, during, and after this notification and has increased pest control efforts as part of our ongoing commitment to facility maintenance.
  The lease agreement signed by Mr. ***** includes provisions (Paragraphs 8 and 9) that limit CubeSmarts liability for loss or damage to stored items and clarifies that the SureSmart Protection Plan is an indemnity agreement, not insurance. We remain committed to working directly with Mr. ***** to resolve this matter within the terms of our agreement.
  We hope this response provides clarity and reaffirms our dedication to addressing customer concerns professionally and fairly.
  Attachments:
  2026 Lease: Monthly lease agreement of Cube 2026  between ******* ***** and CubeSmart agreeing to Paragraph 8 and 9 which includes Operator otherwise has no liability for loss or damage to the Cube Contents. Customer understands and agrees that the ********* Protection Plan is an indemnity agreement incidental to the Agreement and not insurance, and that Operator is not an insurance company.
  Storage infestation (******* *****) 11.07.2024: Email from ******************** addressed from ******* ***** to CubeSmart company executives
  12.02.2024 email: Follow up : Email from ******************** addressed from ******* ***** to CubeSmart company executives.