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

  1733 S Wadsworth Blvd Lakewood, CO 80232-6821

• 

  U-Store-It

  3899 N Oracle Rd Tucson, AZ 85705-3251

• 

  CubeSmart

  3265 E Speedway Blvd Tucson, AZ 85716-3933

• 

  CubeSmart

  2855 S Pantano Rd Tucson, AZ 85730-1141

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:08/19/2025

  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.

  On 8/18/25 I saw that my bill was changed affecting me severely due to financial reasons. I attempted to call and they told me that someone at CubeSmart at *****************************************************. Will be giving me a call back. I said okay. On the next day 8/19/25 I got a call back from that location. It sounded to be a younger guy and I told him about the problem. Everything he said brought up more concern and questions than him actually answering the problem at hand. He said "the reason for the bill to go up was because of the fact that my promotion is about to run out". Now he said IS ABOUT TO RUN OUT so I told that as I should still have it and I shouldn't have been charged $40 more for that passed 3 months from what I was also told by him. Then he said he never said that. He said "the reason for the bill to go up was because of the fact that my promotion is about to run out". I said yes that's what you just said and that is why I am confused. So I still have the promotion? He said NO.... I then decided to move on to the next topic.Because that doesn't make any sentence.Seems like it's going nowhere. So I asked how can I lower my monthly bill he then said to call CubeSmart customer service number. I then said yes I did they told me to talk to you that's why you are giving me a call back. He then said "oh". So I then said is there another way? He then said maybe you can call the regional. So I said okay can you email him to call me. He said no I need to call him. I then said i don't believe he's gonna pick up if because you doesn't know my phone number. Then he said it's okay and he will be sending it to my email on file. I said okay but that email in wrong i've been personally trying to update it andother stuff for quite a bit now. Can you help me with that? He said no I need to download the app....So yeah I don't know what's up with your employee but he was no help. So I'm writing this to actually GET some help.

  Business Response

  Date: 08/21/2025

  Thank you for your review and feedback. We understand that rental increases can be frustrating and that you have already spoke to your local store about this and still have questions.  Please reach out to *********************************** with your account and contact information, as well as your preferred method of communication, and well reach out to you shortly to discuss your concerns. As always, we appreciate your feedback. 

  Customer Answer

  Date: 08/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ********
  
  

• Initial Complaint

  Date:08/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 a renter with Cube Smart at ********************************************************************** for a while now. My price has gone up way beyond what it stated in my contract. I started at $70 a month and now are being charged $195 a month. When I called and asked for a discount or an explanation I was told "supply and demand" There are 135 storage facilities (according to ******) in our area. So they could not back this up with data. It is just tactics to raise rent with no consequences. I was then told "we raise rents so we can offer new people lower rates" Again with no backing or data they could not prove to me why my rent was raised at the rate it was in just 2 sort years. The verbage and the contact do not match.

  Business Response

  Date: 08/15/2025

  Thank you for sharing this with us, ********. We understand that rental increases can be frustrating. If you have any further questions or feedback, please email *********************************** with your account and contact information and well reach out to you directly to discuss. As always, we appreciate your feedback. 

• Initial Complaint

  Date:08/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 delete the phone number ************ from your database and never call me and do not sell this information. I have received so many unwanted calls.

  Business Response

  Date: 08/15/2025

  Hi Joon, we appreciate your feedback. Its frustrating to read that you were inconvenienced during your experience with CubeSmart, but understand your concerns.  This has been updated/removed as requested.  Thank you again for your feedback and we apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:08/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  DO NOT rent with CubeSmart if you are looking to stay long term! For my 10x10 unit, that I have had for years, my rent suddenly went up $27 increasing my rent to $200 per month after further investigation as to why this happened Management told me that it is due to market changes and that my unit is in prime real estate, when it comes to storage. Although, many storage facilities increase their rates after a certain period of time, it typically is not more than 10-15%. CubeSmart offers low rates/promos to new customers and then slowly increases their rates as they see fit. This is a deeply flawed business strategy. It is shady business in not being upfront about rate increases and the impact it has on people who plan to stay long term. I feel like I have been scammed it wasnt until I did a deep dive into MULTIPLE storage facilities, throughout *****, that I realized CubeSmart has a misleading and flawed way of doing business. My advice, do your homework and ask for details in rate increases because if you plan to rent long term CubeSmart is going to rip you off and you cant do anything about it because, it was stated in your lease agreement I have paid $200 for the past 6 months before I had time to research other facilities. The fact of the matter is, CubeSmart is literally the ultimate worst when it comes to cheating customers at least in *****. Not all ********************** facilities follow this shady style of business I have found a handful of well kept, safe, secure and climate controlled facilities that do NOT believe in scamming their patrons. CubeSmart needs and should do a better job in being upfront with rates so that customers feel taken care of and not taken advantage of. Be aware and know before you rent or it could cost you big time.

  Business Response

  Date: 08/15/2025

  Thank you for your feedback, *****. We understand that rental increases can be frustrating. If you would like to speak in additional detail about your rental agreement, your monthly rent, or the rate increase, we recommend first contacting your store manager. Since you have already had this discussion, any further questions or feedback can be sent directly to ************************************ with your account and contact information, and well reach out to you shortly. As always, we appreciate your feedback. 

• Initial Complaint

  Date:08/12/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 storage unit with CubeSmart. They rushed and sold my storage unit for a premium. I was supposed to receive a check. They neversent the check to me. I called the office. The lady who answered the phone was extremely aggressive and threatening, and hung up on me this has going on for over a month. My storage unit had valuables in it over $5000 and I have not received any answers

  Business Response

  Date: 08/15/2025

  Thanks so much for your feedback, *******. Its our mission to provide you with top notch customer service and wed like to look into your experience in more detail. Please email *********************************** with your contact information, as well as preferred method of communication, and we'll reach out to you directly.

• Initial Complaint

  Date:08/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 moved from a large climate controlled unit to a smaller climate controlled unit June 2024. We had been in the larger unit 3 years. No problem. The smaller unit was down the hall in the same hallway. We came back July 20, 2025 and moved our furniture closer to where we now live. All our furniture had mold covering it. After waiting 2 weeks and calling and emailing, ****** ***** the district manager called me. She said the unit was climate controlled and it was not their problem. The mold covering my furniture shows there was moisture in the unit and it was not climate controlled. I asked for a full refund of what I paid for the smaller unit. ****** said no, the unit was working. I did receive be July premium back. $191 but that had nothing to do with the mold. It was because my billing date is on the 19th and I moved on the 20th (Sunday). And that was completed by ***** the manager on site. I paid for a climate controlled unit and that is not what I received. I have been paying Cubesmart for 4 years and the last year was the smaller unit and it obviously was not climate controlled.

  Business Response

  Date: 08/15/2025

  Hello, we are very sorry to hear about this as we strive to maintain a very clean and safe environment for our customers. We would like to look into this more for you.  If you could please email your account and contact information to ************************************ we will have someone from our team reach out to you. Hope to hear from you soon. 

• Initial Complaint

  Date:08/07/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 bought boxes and was told by the clerk I could return unused boxes. She did not say there is a 30 day limit. The receipt did not say 30 day limit. There is no sign in the store that says 30 limit. When I went to return them it took a long time and many phone calls to other stores to figure out why she could not get the system to refund and finally found out there is a 30 day limit. NOT many people seem to know this and the computer system gives not error message. 30 days is not enough time to move.I had to call the corporate *** and she ok'd it and I have to go back to the store to get a refund check mailed to me. They are unable to apply it back to my credit card. And they specifically said they would allow a refund 'this one time'. Also said they checked with their legal department and said they were not required to put their refund policy on the receipt.

  Business Response

  Date: 08/13/2025

  Hello, and thank you for your feedback.  As our valued customer, your experience is so important to us. Please email *********************************** with your contact and account information and well reach out to understand more about your experience.  Hope to hear from you soon.
  

• Initial Complaint

  Date:08/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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 storage unit #**** at the CubeSmart located at ******************************** for over 18 months and was enrolled in automatic monthly payments of approximately $677. Recently, the rate was increased to $768 and then $919.20 without any written notice. On July 22, 2025, my card on file failed due to expiration. I was not notified of this failed payment until July 28, when I received a text stating that a $151.20 late fee had already been applied, and that my gate access was suspended and my unit overlocked.On July 28, I made two calls: one to customer service, who said they would escalate to the District Manager and that Id receive a call within 48 hours, and another to the store manager, who said he would also contact the DM and follow up within 48 hours to have the rate and late fee reviewed. I received no follow-up. On August 1, I called again and was told there was still no DM response, but that he would call me back that day. It is now August 3 and I still have not received any resolution.I am requesting:1.Removal of the $151.20 late fee, which was charged before I was even notified of a problem;2.Reinstatement of my original rental rate of approximately $677;3.Immediate restoration of my account and access.Ive made multiple good-faith attempts to resolve this directly with CubeSmart with no success.

  Business Response

  Date: 08/13/2025

  Hello Dima, and thank you for review. As our valued customer, your experience is so important to us. Thank you for including your contact information.  Please email *********************************** with your preferred method of communication and well reach out to understand more about your experience.  We look forward to hearing from you soon.
  

• Initial Complaint

  Date:08/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 business was to provide storage and was paid for by *********************** The company, cubesmart decided instead to auction my belongings which additionally was not advertised or signed for

  Business Response

  Date: 08/13/2025

  Thanks so much for your feedback. Its our mission to provide you with top notch customer service and wed like to know how we could have done better in this situation to serve you better.Please email
  ************************************************************* with your account and contact information and well reach out to you directly. 

• Initial Complaint

  Date:08/01/2025

  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 a second and new complaint . On July 28, 2025, about 7:30 pm, I was locked on one of the elevators. The emergency button doesn't work. I had to force one of doors open to escape on the 3rd floor. I had a hard time by being a disabled senior getting down 3 flights of stairs in the dark. Also a couple was locked on another elevator and I called first responders to assist them. This is the same problem that occurred during May of this year except there was a flood on the 3rd floor and the temperature reach approximately 95 degrees because the air was down at least 3 weeks. Also during the month of May, this year a pregnant woman was locked on the elevator and the first responders had rescue her. The elevators were down about 4 days leaving customers with no way except the stairway for access to smaller. Items to move. A few days ago I visited spoke to the employees about the issue again. Previously I have reached out to customer service and people of the district and regional management but no return calls. The fire department mentioned there should an emergency generator in place and also mentioned a report will be forwarded to State and Federal officials because of the safety issues. I have and others have lost time a money trying to move items out and or to smaller units. This company must realize its a slippery slop of federal and state disability laws are being violated

  Business Response

  Date: 08/15/2025

  Hello, our records indicate that our team was able to reach out to you on 8/13 to address your concerns.  We appreciate your patience!  

  Customer Answer

  Date: 08/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *****
  
  

  Customer Answer

  Date: 08/16/2025

  The company never reached out to me on 8/13/25 to address the concerns. I called to transfer to a smaller unit but the company never reached out to me about the prior unresolved issues.