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 has 1130 locations, listed below.

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  CubeSmart

  5 Old Lancaster Rd Malvern, PA 19355-2132

• 

  CubeSmart

  4120 S Federal Blvd Englewood, CO 80110-4317

• 

  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:06/11/2025

  Type:Service or Repair 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.

  Fraud: The units conditions contradict the climate-controlled promise, causing property damage (e.g., a Masi Vincere Bicycle) and health risks. Denied Access: Despite TLs 7:008:00 PM approval on May 8, 2025, ****** blocked me, and the trespass order persists, violating my rights. Assault/Discrimination: ******* attack and slur violated my dignity and safety. Hazards: No restroom/sink and mold/pest issues breach safety codes, worsening my injuries. Unjust Debt: The $444.80 claim exceeds my $78/month agreement and includes unnotified hikes to $150, accrued during denied access, constituting extortion. Efforts: I sent a demand letter on June 8, 2025 with no response

• Initial Complaint

  Date:06/09/2025

  Type:Sales and Advertising 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.

  I have a storage with Cubesmart. I had to downgrade to a storage plan that was $ 57 a month. I currently work out of town in *******. I never got any notifications on payments. I had asked for them to put me on automatic payments so that it would come directly comes out of my account. In my mind, I know my payments are being drafted automatically. I never received any text messages, no emails, nothing about payments being past due or due. Only to receive an email stating my storage was up for ****, and that my account was over $300 dollars past due. For storage that costs $ 57 a month! I immediately called the manager and spoke with him, explaining I had not been receiving any notifications or mail. He kept insisting that I needed to pay that or my items would be auctioned.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair 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.

  I rented my unit in January of 2025. I have already received a notice that my rent is going to be raised by 28%! I reached out to the company to see if we could work something out but it is clear that the corporate guidance is to wear the consumer out. I was told by the corporate office to call the local store and the local store sent me back to the corporate office. I would like my billing rate to remain at it was before the increase for one year and for the increase at that time to be equal to the raise you give your average employee. That seems fair. ; )

• Initial Complaint

  Date:06/02/2025

  Type:Product 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.

  I reached out to store in April, was advised that I had through the 27th to make my payment to avoid late fee. I attempted to pay in the start of the 27th, was applied a high late fee causing my payment to be ******* THEY RAISED RENT ALMOST 60! Did everyone get increase of 50 or ***** per month!! Was not given correct information on the due date. I avoided paying hoping to get help from the new district manager Mr. ***** He will NEVER call back after numerous attempts on my part. I reached out to corporate twice or three times filed two separate complaints, NO RESPONSE. I paid late fee and increase due to no response. The next morning Wednesday May 7, 2025 I went to store with a friend to get things out. They had no manager working, a sign on the door saying they'll return at 930 am. I called customer service number from the lot, they lied to me stating someone was on their way from another store, While on the phone with them Mr. **** called ( I have a witness to this entire situation and conversation with Mr. ***** as I had him on speaker. Mr. **** apologized then stated I'm so sorry I have a guy that will come over but that's not accurate, he's on a tour right now so he's not on his way. He stated he would call me right back. He stated he would refund my late fee, go over account and reduce rate. I have called, emailed, repeatedly (called) corporate Mr. **** personal cell and he has "NEVER" responded back to me. I have been lied to by the customer service area and himself. He has ignored all my pleas. I need help as they do not care about customers. Their website shows a paragraph re: corporate how much they care their mission, is to simplify challenges customers face, FALSE advertisement, they ignore. They left me outside, never called me, and I want my full refund and reduction. I have pics and WITNESSES, my code doesn't even work. Worst customer service ever! They take your money and lock you out!!! i WAS FORCED TO MAKE NEW PAYMENT NOW AT HIGH RATE!

  Customer Answer

  Date: 07/02/2025

  I just read your most recent message advising me that the business has not gotten back to BBB.  I do not understand why this business is not accredited?  I want there to be a **** on their reviews on this so that other consumers understand how they treated me as a customer.  I might pursue this outside BBB but I was always told if they don't reply to you than it's automatic **** on their record.  Please advise on this as they have never reached out to me at all.  This is how bad their company deals with complaints and it's not fair to consumers to not be helped. 

   

  Thank you.

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair 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.

  series of storages broken into at this facility which HAS NOT ONLY FAILED TO PROVIDE adequate security in the past, but has continued to refuse proper security measures. This company has had such a great number of storages broken in that the DeKalb county police has been out to the facility regularly .they have said that there are no cameras throughout the facility and the cameras that they have did not show the culprits because it was too Dark. **** have only offered insurance maximum of $2000 pending if you can show receipts for your belongings. The average person does not have the means to file suit or class action suit so this company is able to continue with this awful busines practice.please help this ************ has not repaired the holes i which the walls were busted nor cleaned up the drywall from my unit nor offered me another unit

• Initial Complaint

  Date:05/29/2025

  Type:Billing 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.

  Have made several attempts to resolve issue with store manager, who is now not answering my calls or responding to emails . Attempted a payment arrangement on account and paid ****** however was not able to complete due to emergencies with death of a parent,health and financial hardship . Requested a pay and vacate that customer service made me aware that should have been a viable solution and offered . Manager has since stayed very firm with no resolution, as this remedy has been offered to previous and other customers based on the all that I have spoken to at customer.Questioning the business ethics of offering this solution to some selective customers and not all customers, facing such extensive hardship.

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair 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.

  I recently lost my house because property was sold I moved my stuff into the CubeSmart in ********** and for 2 weeks I didn't have anything in there shortly after I moved my stuff in there the manager come around making any windows and accusations about me staying in there which is patently false I complain the corporate about it and didn't hear anything else Well I just walked in today and there was a notice of termination on my door The manager gave me generalities wouldn't give me any specifics about why they're terminating my lease that CubeSmart I've got three small kids I've got everything that I own and my storage unit and on top of trying to find a place now I got to move all my s*** again because this little **** manager doesn't have any other power in his life to exert except for what he has at the CubeSmart facility

• Initial Complaint

  Date:05/22/2025

  Type:Billing 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.

  The regular price listed online for a cube is $86 per month. I am being charged $174 per month. The introductory rate is $43. I am not asking for the introductory rate, I just don't feel it is ethical for a company to charge twice the amount.

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair 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.

  I was told that I needed a climate-controlled unit due to having appliances, I opted for this due to the employee's suggestion. My smart ********** Refrigerator was placed in the storage in the far back corner as advised. I went to the unit a few times to check on my belongings and noticed a smell but assumed it was coming from the hallway; I also noted that it was always warm in the unit but cool in the hallway. 6 months into my unit rental, I needed to downsize units due to me moving and selling items. Upon moving and selling items, I went to retrieve the fridge that someone was buying ang discovered that there were water stains behind the fridge all on the floor in the corner, and the entire fridge was molded and mildewed. A complete loss. I immediately reported this to ****** in the office and was handed a pamphlet to call to make a claim. I asked how did this happen if the unit was climate controlled? They responded it wasn't supposed too. I took photos, filled a claim. Not a single worker came to take photos or inspect the unit or my damaged property. I found out that on 5/19/2025 the ** finally did an incident report, almost a week later after the incident happened. My claim was denied. I'm extremely upset that I even trusted this company and allowed them to give me ill-advised advice that led to a complete loss. I pay insurance monthly and high fees and cannot even get my item replaced!

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair 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.

  This business has to be investigated and has some scams going on. Ive been having an on going problem with this business. I received an emailed invoice dated 5/2/25 with balance due by 5/23/25 Which to me means I have to pay by 5/23/25. Today at 12:43 pm 5/16/25 I received an email stating that my personal property in my storage will be auctioned off today 5/16/25 at 2pm. They didnt even give me a 24 hour notice of this auction for today. I didnt receive a call about the auction. No mail about this auction. Only an email the same day of auction seems illegal and some sort of scam. This isnt the first time I receive emails of auction same day. I thought they would fix this on going issue but its gotten worse.I am completely in shock this business can actually do this repeatedly with no warning. They are illegally trying to sell peoples property without proper legal notice.