ComplaintsforCubeSmart
Storage Units
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Complaint Details
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Initial Complaint
05/11/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
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
05/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
04/29/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
$405.00 paid on time bank online cubesmart supervisor very rude blowing up my phoneInitial Complaint
04/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
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 tenantsInitial Complaint
04/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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.Initial Complaint
04/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
04/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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 response
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
04/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
04/18/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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 priceInitial Complaint
04/17/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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".
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Customer Complaints Summary
319 total complaints in the last 3 years.
131 complaints closed in the last 12 months.