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

  7650 S Broadway Littleton, CO 80122-2613

• 

  CubeSmart

  16845 Mt Vernon Rd Golden, CO 80401-3821

• 

  CubeSmart

  5353 E County Line Rd Littleton, CO 80122-8109

• 

  CubeSmart

  4120 S Federal Blvd Englewood, CO 80110-4317

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:10/04/2025

  Type:Delivery 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 sent an email regarding my complaint, which I've attached for your reference. I haven't received a response yet, or explanations regarding the ********* a loyal customer for many years, I find this delay quite disappointing. I believe its only fair to expect at least an explanation or a resolution to my concerns.

  Business Response

  Date: 10/10/2025

  Thank you for your feedback, *****.  If you would like to speak in detail about this rate increase, we recommend contacting your store manager. If you have any further questions, please email *************************************************************.  I see your email address and phone number, but if you could please confirm your preferred method of communication, a member of our team will reach out to you directly.  Thank you again for your feedback.

• Initial Complaint

  Date:10/03/2025

  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 am writing because I have contacted CubeSmart a few times and I have yet to get a resolution or explanation of the rate increase that I have gotten. I am a college student that has lost both of my parents meaning that all of the financial responsibilities have fallen onto me. I have not been told that there would be a rate plan increase until my card was charged more than I anticipated. I have attached the email on the account below. The customer service team here has been very unhelpful and I have been thorough in explaining my situation and that I have my belongings in storage while I try to find a new place. I am close to taking my belongings out and taking them somewhere else if this is not resolved or if no one gets in touch with me because this is ridiculous. Before it was ***** and now its $94.28. What is going on???

  Business Response

  Date: 10/10/2025

  Thank you for your review, *****.  If you would like to speak in detail about this rate increase, we recommend contacting your store manager. If you have any further questions, please email *********************************** with your account and contact information and a member of our team will reach out to you directly.  Thank you for your feedback.

• Initial Complaint

  Date:10/01/2025

  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.

  i have rented at Cubesmart Self storage at **************************************** for many years and everything was fine till recently. I showed up at 6PM on a Saturday 9/28/2025 during the middle of my move with a rented U-Haul, to find out they had closed down the whole place and locked it up for the weekend WITHOUT NOTICE. The little note that was left on the gate was all that was done. No calls to give us advance notice, no simple email, nothing. So here I sit with a rented truck that went to waste because not only were they not open at 6PM on a Saturday but also closed ALL of Sunday as well. For me to show up on Monday and there be a lock on my storage because I was a week late on my payment. I went in to the office to discuss this matter and of course she couldn't do a single thing for me. Yet if they would of given NOTICE to the breech in contract they were going to do I could of scheduled my move out accordingly. I have called corporate, I have called the district manager, I have sent email after email. And sadly, no response what so ever!!!!!! When I first came to this storage, they had cameras up and truly cared for their customers. They also used to have affordable rates. Since then my rate has tripled, cameras have been taken down and simply no respect at all for the customers. Not to include the insurance they make you pay for every month is worthless and just a gimmick. Their "insurance" company is owned by a sister company of cubesmart and unless a nuclear bomb goes off or zombie apocalypse happens will they cover anything. So go elsewhere when renting a storage. This place sucks!!

  Business Response

  Date: 10/10/2025

  Hi *******, we're sorry to learn that you were inconvenienced during your experience with CubeSmart.  We strive to provide excellent service and want to look into this further.  Please email *********************************** with your account and contact information and a member of our team will reach out to you directly.  Thank you.

• Initial Complaint

  Date:09/24/2025

  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.

  Ive been a responsible customer of ******************, maintaining an on-time payment history until August 17, 2025. Due to unforeseen circumstances, I missed my August payment. I contacted CubeSmart to make a partial payment and work out a resolution. Unfortunately, I was informed that the company does not accept partial payments and that a lien fee would be added within days, further increasing my balance.I escalated the matter to the district manager, ******, hoping to find a reasonable solution to avoid additional fees and the risk of losing my belongings. However, despite my efforts to resolve the situation, no accommodation or assistance was offered.I believe this treatment is unfair, especially given my history of on-time payments. I'm simply asking for a reasonable opportunity to bring my account current without punitive fees being added before Ive been allowed to make good-faith efforts to pay.Desired Resolution:I am requesting that CubeSmart:Accept a partial payment or offer a payment plan to bring my account current,Waive or delay the application of the lien fee,consider my positive payment history in resolving this issue fairly. 

  Business Response

  Date: 10/02/2025

  Hello and thank you for sharing your feedback with us.  Providing excellent service is very important to us, and we'd love the opportunity to talk through potential options that are available to you.  Please email us at *********************************** with your account and contact information, and a member of our team will reach out to speak with you directly.

• Initial Complaint

  Date:09/23/2025

  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.

  In good faith I reached out to CubeSmart for my temporary storage needs since I was moving from ********** to *** and they had a convenient location on ********************* in ******, **********Unfortunately, CubeSmart lied to me, lured me in with a bait and switch price scam by quoting me a price guarantee discount for 12 months, though when I spoke to CubeSmart again when they called to reconfirm my reservation, they claimed 6 months price guarantee only after I paid. Though after I filed a complaint, they claim they would honor the one year price guarantee discount.Nevertheless, CubeSmart lied, originally charging me $258.60, then out of nowhere charging me $321.00, a $62.80 monthly increase, they assumed I am stupid, especially after they ignored me for months, ignoring my emails and online communications via my CubeSmart account, when I inquired about a smaller storage unit because the unit they sold me was overkill. Though CubeSmart prematurely emails the monthly invoice demanding payment weeks before the month is even over. CubeSmart wrongfully charged me a late fee of $64.20, which such an overcharge rate is blatantly abusive, especially when we advised CubeSmart weeks in advance that as a military veteran, a veteran agency was going to pay my storage fees, and CubeSmart took weeks to provide a W9 necessary for HELP USA SSVF to make the payment, otherwise the payment would have been submitted weeks earlier.And though HELP USA SSVF made payment on my behalf, CubeSmart is demanding payment from me already without correcting the monthly rate despite the CubeSmart district manager promising me to keep the original rate for only one month, which is unacceptable, plus a measly $25 credit for the inconvenience, which said promises are an issue, for CubeSmart only issued $23.80 credit and raised the rate to $321.00. Again assuming that I am stupid.CubeSmart has not only lost a customer for life, I am warning everyone online of CubeSmart bait and switch scam.

  Business Response

  Date: 09/24/2025

  Thank you for your review, *****.  If you would like to speak in detail about this rate increase, we recommend contacting your store manager. If you have any further questions, please email *********************************** with your account and contact information and a member of our team will reach out to you directly.  Thank you for your feedback.

• Initial Complaint

  Date:09/23/2025

  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.

  rent an indoor, climate-controlled 10x20 unit (#****) for $237 per month. Despite paying this premium rate, I discovered rodent f**** inside my unit. This is a serious health hazard and places my belongings at risk of contamination and damage.I reported this issue to facility management immediately, but over 72 hours have passed with no response. The complete lack of communication or corrective action is unacceptable and shows a failure to uphold CubeSmarts advertised standards of safety, cleanliness, and climate control.Desired Resolution:Immediate professional pest control and sanitation of my unit.Written confirmation of remediation efforts.Compensation for the risk, damages, and failure in service, especially given the $237 monthly rent for an indoor climate-controlled unit.Supporting Evidence:I have photographs of the rodent feces, proof of my $237 monthly rental payment, and copies of my unanswered complaint.

  Business Response

  Date: 10/02/2025

  Hello, and thank you for making us aware of this situation.  A clean and safe environment is part of the genuine care we provide for our customers.  So we can look into this situation right away, please email your account and contact information to *********************************** and we will have someone from our team reach out to you to learn more.  We hope to hear from you soon.  Thank you!

• Initial Complaint

  Date:09/21/2025

  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.

  Rented my unit Received 40 off the 1 month $200.2 month I received a normal rate of ***** month 286 and I had paid a late fee NOW 4 month OCTOBER IS. 329 a month!!!!! Bait and switching. After reading the reviews, this is a big problem with this company and I will not allow it. I will move out these huge corporations are taking advantage of consumers.Then I randomly got an email saying that my payment was going to be increased to 356.I have been there for less than 4 months.This is bait and switch. There was no indication when I rented the unit that they were gonna be increasing in 4 months to 356.. now I have to move my things out because Im not paying that and I want my moving cost to be covered.Because this is blatant bait and switch!I am also filing a complaint with the consumer bureau.I had no understanding that my rate was gonna go up in the first year. They can just randomly increase. Rates is unfair dealing it was hidden. I had no idea and I wouldve never rented the storage unit for that ********* rate can either be maintained at 286 or I will move ****** unit is located ***********************************************************************. Fl

  Business Response

  Date: 09/24/2025

  Thank you for your feedback, *******.  If you would like to speak in detail about this rate increase, we recommend contacting your store manager. If you have any further questions, please email *********************************** with your account and preferred method of contact and a member of our team will reach out to you directly.  Thank you for your feedback.

  Customer Answer

  Date: 10/04/2025

  I never received any contact from you in regards to this complaint. This is the first time so I will file it again if you dont keep it open.! Nobody contacted me on a solution for this

• Initial Complaint

  Date:09/18/2025

  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 rented a storage because we moved our family to *********** and put all out belongings in this storage, I mean everything clothes l, furniture paper works. We go back and forth to retrieve stuff we need, 2 months to a in our storage got molded from leaks, we immediately called the front desk who told us they dont handle that we must call the insurance company. 2 months later we was offered a storage to try and salvage anything by this time everything is damaged. Birth paper, stuff my dad died and I inherited. *************************************************************************************************** my storage and how much it all cost. I honestly left some stuff off that, but I send them the inventory, 2 weeks later they came back and said well they only giving us $2000 no matter what was destroyed and how much it cost. $2000 doesnt even cover the replacement of my living room set which is only 9 months after purchase was destroyed by this storage. They are telling me its nothing else they can do so I must sign the paper to release the $2000 and if any balance on the storage it comes out of the change they offering. This company knows its roof and storages get wet and said nothing when we came by needing the storage to unload the U-Haul, after our ordeal I went digging and noticed other customers with the complaint of leaking. They are unfair, there is never a manger or owner to speak with just the receptionist that doesnt have any information other than how to rent and pay for the storage, I was told by their insurance company I have to keep paying for the storage until the claim is handled so for 9 months we have been paying on a damaged storage for stuff we wont be able to use. I am willing and ready to take it to the courts, but was told to try the basics first, this thing is super stressful, and depressing having my kids on a blow up mattress because I got screwed over by cubesmart.

  Business Response

  Date: 09/24/2025

  *****, thank you for making us aware of this situation.  A clean and safe environment is part of the genuine care we provide for our customers.  So we can look into this situation right away, please email your account and contact information to *********************************** and we will have someone from our team reach out to you to learn more.  We hope to hear from you soon.  Thank you.

• Initial Complaint

  Date:09/17/2025

  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.

  My storage unit increased to an amount I can't afford. I contacted the manager at the storage location with no help. I would like my storage unit to not be increased or increased to no more than $4.

  Business Response

  Date: 09/24/2025

  Thank you for your feedback, Sade.  If you would like to speak in detail about this rate increase, we recommend contacting your store manager. Since you have, if you have any further questions, please email *********************************** with your account and contact information and a member of our team will reach out to you directly.  Thank you again for your feedback.

• Initial Complaint

  Date:09/16/2025

  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 in regard to a recent experience I had with CubeSmart in ****** *****. I have left a few messages with the district manager, but I have had no response. I rented and paid a 5x 5 unit with ****** on 9/4. When I arrived to unload my stuff on 9/5 I realized that the 5 x 5 unit was too small so I upgraded to a 5 x 10 unit with ****. I signed the paperwork and paid an additional $44 for the upgrade (#***). *****/****/the manager put the wrong number for the unit in my contract (#***), I had unknowingly apparently put my things in a 5 15 unit. I received a call last night from ****** instructing me to come in and sign a lease for that unit I was in, but when I got there I was told to either rent another unit and lose my $110 for the two because, as far as they were concerned, I had no unit or they would remove my things from the unit. I was not given the option to move my things into the unit I had paid for (#***). I am certain one or both these guys are on drugs or something because they both claimed not to remember me even though I had spent at least *** hour with each of them.

  Business Response

  Date: 09/24/2025

  Hi ******, and thank you for your feedback.  As our valued customer, your experience is so important to us.  Please email *********************************** with your account and contact information and we'll reach out to understand the details of what you experienced.  Hope to hear from you soon.