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

  16845 Mt Vernon Rd Golden, CO 80401-3821

• 

  CubeSmart

  3265 E Speedway Blvd Tucson, AZ 85716-3933

• 

  CubeSmart

  2855 S Pantano Rd Tucson, AZ 85730-1141

• 

  CubeSmart

  975 S Prudence Rd Tucson, AZ 85710-5020

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: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.

  On 12/20/2023, I rented a 10x10 storage unit with CubeSmart (CS). At the time CS advertised for 50% off the first month, 40% off/month for the storage rate only, the monthly rate was $129.00/mo, and security cameras throughout. When I arrived at ** (3pm) it was closed, a clock on the door showed that someone would return in 30 minutes, the employee arrived in 40 minutes. By the time the employee opened up and began to process my online order 1 1/2 hours had passed. I hired a moving company that day and wound up paying them $500 extra because CS failed to mention any closing time during hours of operation. As such, I had to skim through CSs rental agreement and immediately noticed the 50% off was applied but the 40% off wasnt. I went online, showed the advertised regular rate of $147/month to the employee and was told to contact the manager about it. Ive spoken with the manager and told the rate is correct. Ive also spoken with the Regional and District Managers about the billing, when I started questioning why their numbers werent adding up the talking over each other started and within minutes they hung up on me. Also, the District Manager changed the regular rate three times during the call, he went from $229 to over $300, not once did any amount equate to my invoices/billing. My monthly invoices always include a breakdown, theres one column and row for the monthly rate, discounts, taxes, etc. The agreement I signed also states 50% off first month, 40% off, the rate @ $129, yet is contradictory because the discount area shows 0 dollars. Moreover, my rate was increased within two months. This is called false advertising, bait and switch, and deceptive marketing. Two weeks into my rental, a lot of clothing was stolen, in total there has been 4 thefts without a sign of a break-in. CS boasts about security and safety but neglects to mention their cameras are only for their benefit, they only face elevators and do not provide any protection for units.

  Business Response

  Date: 09/12/2025

  Thanks so much for your feedback, ******. Its our mission to provide you with top notch customer service and wed like to look into this more for you. Please email *********************************** with your account and contact information and we'll reach out to you directly.
  

• Initial Complaint

  Date:08/30/2025

  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.

  Complaint against CubeSmart (****************************************).On Aug 13, 2025, CubeSmarts online agent confirmed this location could receive packages and helped me reserve Unit #****. When I arrived on Aug 16, the store manager said they do not accept packages. I requested cancellation on the spot and was told the refund would be issued within 3 business days. I never used the unit, have not received the refund, and have been billed again. Resolution requested: immediate full refund, reversal of all charges, cancellation of the account for this reservation, and written confirmation of zero balance and no further billing.

  Business Response

  Date: 09/03/2025

  Hi Min, we appreciate your feedback. Its frustrating to read that you were inconvenienced during your experience with CubeSmart. Wed like to look into this for you.  Please email *********************************** with your account and best contact information and well reach out to you directly. Thank you! 

• Initial Complaint

  Date:08/29/2025

  Type:Order 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.

  ************************* ******************************************************************************************** ***** ************************ Self-Storage Units No.:1053,1056 Complaint of the Company:********************** CUBESMART Self-Storage ****************************************** Website: ******************************** Email: ************************************ Phones: *****************-************ **************, 1-************ **************, 1-************ TO WHOM IT MAY CONCERN GREETING SELF-STORAGE MONTHLY PRICE INCREASES The Storage space of 10 x 10 x 8 in January 2021 for Monthly fees of $244.00 and Insurance Maximum Claimed of $5,000 for Monthly fees of $10.00.The new Management Cube Smart is now charging at alarming rates for the same Storage space of 10 x 10 x 8 at Monthly fees of $588.00 and Insurance Claim Maximum Claimed of $5,000 for Monthly fees of $27.00,in additional with Rent-Prorated of $94.84, and Insurance N4.35 monthly.Making the same Self-Storage space of 10 x 10 x 8 as of August 1, 2025 total monthly fees of $714.19! While still charging me another $186 for moving to another unity, when my storage space Unit was flooded, and had difficult time to operate the old industrial elevator.

  Business Response

  Date: 09/03/2025

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

• Initial Complaint

  Date:08/25/2025

  Type:Order 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 signed up for a storage unit with CubeSmart on *************** in April of 2025. Just 4 months later, they randomly raised my monthly rental fee by ~20%. While the contract does reserve the right for them to increase prices with 30 days notice, this is a crazy practice and feels quite crooked. They get you in on a low rate, and one would expect based on normal consumer situations that the rent might go up within a year. But to raise it in only 4 months, when basically you're now stuck in the situation because all of your stuff is there and moved in. It's a crooked practice meant to take advantage of people who are left with no other choices. And I complained to the facility and their supervisor, and they were not willing to work with you at all. Consumers should be warned this is their practice and the price is false advertising.

  Business Response

  Date: 08/29/2025

  Hello *****, we hear your concerns and understand the resolution discussed was not what you had in mind, but I want to make sure we have looked at every possible solution.  If you could please confirm your best/preferred contact information, someone from our team will reach back out to discuss.

  Customer Answer

  Date: 09/02/2025

  This is response 7990829170169 but it's a complaint in ************ so I'm not sure why the form seems to have routed me to BBB in *************. The business asked for my contact info. Would like to provide: ************

   

  please note I've already spoken to them twice, including the regional manager, and they were unwilling to resolve the issue then, so I have little faith they will now.

• Initial Complaint

  Date:08/20/2025

  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 a basement storage unit, 118 at Cubesmart location 0937 at *******************************. On 8/15, I went to the location after I was informed of water damage to my unit. I asked was it due to rain, manager said, No, a pipe burst in the building, affecting units where yours is. Cleaning crew were there and they helped to take things out to remove the water and dry off my items. Multiple units were affected..facility manager came and said because unit 120 also has water that is flowing into your unit, its best we move you further. Not thinking they would charge me, I said okay and they put me in unit 127. I went to the office, and said it seems 127 is smaller, because of a standing column but I was able to make it work. They said they would submit paperwork for and adjustment of $4 to my current rate of $137, or new rate of $141. I replied that seems okay, and they would send to corporate. I did not get that in writing, and after what occurred, I believed what they said. On 8/16, I was sent a new bill showing the rate is now $250 per month, and they prorated the time from 8/15-8/29 plus 8/30-9/29, requesting immediate payment for $394.71. This was a bait and switch! I called a corporate number on 8/18 and was told to speak with facility manager. I spoke to him and was told it would take 24 hours to correct, but I have not received any response back. I called today and got voicemail. I called the corporate number today to request a case opened with district manager, #*******. Cubesmart has to make this right. If they would have said a rate increase would occur, I would have stayed in unit 118 and took my chances. I cannot afford this, only to get an email to pay now to avoid a late fee. from Cubesmart. I am not responsible for the water damage and should not have to pay higher fee for whats Cubesmarts fault.

  Business Response

  Date: 08/29/2025

  *******, 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 *********************************** and we will have someone from our team reach out to you. Hope to hear from you soon. 

• Initial Complaint

  Date:08/20/2025

  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 called multiple times to tell them I am canceling my storage unit. I never get calls back and am continuing to be charged money for a unit I want to cancel. I will no longer be paying any money and will start reporting the charge on my credit card as fraudulent charges due to attempted contact to cancel.

  Business Response

  Date: 08/22/2025

  Hi ******, we appreciate your feedback and apologize for any aggravation this caused. Its frustrating to read that you were inconvenienced during your experience at CubeSmart. Wed like to fix this for you. Please email *********************************** and with your account and contact information, as well as your preferred method of communication and well reach out to you directly. Thank you! 

• 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:08/18/2025

  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.

  CubeSmart. On 8/17/2025, a total of $50 was debited from my account through two separate charges of $25 each. I was not notified of these charges, nor did I authorize them.I have never signed up for a storage unit with CubeSmart and do not have an account or any business with your company. The fact that a storage unit fee was charged and directly debited from my bank account without my consent is unacceptable and a serious breach of security.When I attempted to contact your customer service to resolve this issue, I was instructed to send an email to the accounting department. This is an inefficient and frustrating process, as I should have been transferred directly to the appropriate department to handle a matter of this urgency and severity. The lack of direct assistance and the runaround I received only compounded the issue.I demand an immediate and full refund of the $50 in unauthorized charges. If the full refund is not processed promptly, I will be taking further action, including contacting an attorney and filing a formal complaint with the appropriate consumer protection agencies.I expect a response to this complaint and confirmation of the refund.

  Business Response

  Date: 08/21/2025

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

• Initial Complaint

  Date:08/18/2025

  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.

  Unauthorized charges with no response from CubeSmart On Aug 7, I was fraudulently assigned two additional rental contracts without my knowledge, authorization, or prior notice, each for $167 ($151 rent+$16 insurance). I became aware of these charges only after receiving text messages on August 8 stating that payments of $120.50 & $91.50 were due that day.I attempted to resolve the issue by texting the sender, explaining that I was being double-charged for my existing 20x18 unit, which was split into four units. I received no response. I called the location, & left a voicemail requesting a call back for clarification.Aug 8, I spoke to an employee who informed me that the District Manager had mistakenly believed the units were vacant and, upon seeing they were occupied, assigned new contracts to me. I explained that when I initially rented the 20x18 unit on May 17, I was not provided with the correct square footage. The employee at that time (*******) had coordinated with the District Manager (DM) to provide me the additional units to fulfill my contract, but these were not properly assigned in the system, causing the current confusion. The employee agreed to add notes to my account and said she would follow up after discussing with the DM.Despite providing my number and requesting a call from the DM to clarify the situation, I did not receive any follow-up. Aug 14, I called again and spoke to ********, who stated that the ** refused to correct the error and that nothing more could be done. I contacted the ***** number and requested that the matter be escalated beyond the DM. I was informed it would be referred to the District VP and provided with case #*******, with the assurance of a follow-up within 48 hours. To date, I have received no further response or effort from CubeSmart to resolve this ******** summary, CubeSmart has misassigned contracts to my account, resulting in erroneous, unauthorized double billing, without resolution after multiple attempts.

  Business Response

  Date: 08/21/2025

  Hello *******, we appreciate your review. Its frustrating to read that you were inconvenienced during your experience at CubeSmart and wed like to know more details so we can resolve this issue. Please email *********************************** with your account and contact information, as well as your preferred method of communication and well reach out to you directly. Thank you! 

• Initial Complaint

  Date:08/17/2025

  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 am writing to file a formal complaint regarding CubeSmart Storage Address : ***********************************************, due to ongoing negligence, unsafe conditions, and lack of communication, which have prevented me from vacating my storage unit despite multiple attempts since the beginning of the month.I live two hours away, and each time I have traveled to the facility to move my belongings out No staff were present on-site to assist or address issues.The elevators have been consistently out of order, and since my unit is located on the second floor, I am unable to transport my belongings via the stairs esp. as I am currently recovering from a car accident injury and cannot lift heavy items.Facility gates are frequently left unsecured, homeless individuals living in the stairwells,which has made me feel unsafe and uncomfortable accessing my unit.Due to these conditions, it has been impossible for me to vacate my unit, and my efforts to obtain help have gone unanswered.I have reached out to CubeSmart CC numerous times, and have spoken with multiple employees including ****** (who informed me she was only covering) and ***** who stated the district manager would contact me to date I have not received any followup, reference #, or resolution.Despite making my intent to vacate clear and having video evidence from my last attempt to do so, I am now being threatened with a lien on my unit effectively holding me hostage in a space I have been actively trying to leave.Desired Resolution:Immediate communication from a manager or district manager.A scheduled, confirmed date where staff will be onsite and elevators will be operational and the facility secure, so I can safely vacate my unit.Any fees, penalties, or liens removed due to CubeSmarts failure to provide safe, accessible, and staffed facilities.I request BBBs assistance in obtaining a prompt resolution to this matter, as my safety and financial well-being are being negatively impacted.Sincerely,**** ******

  Business Response

  Date: 08/19/2025

  Hello, thank you for feedback and we apologize for any inconvenience you have experienced. 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 how we can assist you in vacating your unit.  Hope to hear from you soon.