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

  5353 E County Line Rd Littleton, CO 80122-8109

• 

  CubeSmart

  3265 E Speedway Blvd Tucson, AZ 85716-3933

• 

  CubeSmart

  2855 S Pantano Rd Tucson, AZ 85730-1141

• 

  U-Store-It

  3955 E 29th St Tucson, AZ 85711-6101

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:08/18/2025

  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.

• 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.

  My CubeSmart storage was broken into in an INSIDE unit. Top is a chicken wire on 10x30, ground level climate controlled unit. It had a cut in it I wired shut ( photo) and when movers there wire cut was flipped back OPEN( photo). Have parts to things. Have photos inside of missing items. Packed high, can get in and out easily. They say its to change light bulb, but have NO REASON TO ENTER MY UNIT. It is DEFINITELY AN INSIDE JOB. It is also negligence in construction or security. I have photos of open but wont load as to large, and I cant resize!

  Business Response

  Date: 08/19/2025

  Hello ********, we are very sorry to hear about this as we strive to maintain a very secure environment for our customers. We would like to look into this for you, 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:08/15/2025

  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.

  On 8/7/25 I moved in to a new home. I came to remove some items from my unit at cube smart. Well 2 elevators malfunctioned on me. My mattresses as well as a brand new nice shoe cabinet got stuck in the elevator. The manager ********* was on call. **************** and management reached out to her for an excessive amount of time. She wouldn't answer the phone. The next elevator that me and the movers had to use also was malfunctioning. It dropped us N entire floor! There is some serious electrical issues and coding violations in the building. The next morning my husband and I go to the storage facility to get our items that were still stuck. That's when I meet the manager ********* for the first time. She starts rolling her eyes, mumbling her her breath and being extremely unprofessional and disrespectful. I had my phone on record the entire time. So she comes and says that she has to call the elevator person and it could take all day for them to come. So I wasn't sitting from 9 to 5 and I had kids to go and get. She said she would call me. I said ok and we left. I went right up the street to ******* to grocery shop. She called right when I pushed the cart to the parking lot. I told her I had to wait until my friend that's an attorney husband to get off work with his truck. She said ok. When we got there my items were left unattended by the elevator and doors where trucks unload. I didn't think anything of it. We started loading. So when I get to my new shoe cabinet I see it's busted all over the back. I took pictures and someone had tried to tape it! I immediately went in the office and confronted her. She starts arguing saying she didn't break it or tape it or know how it got broken. Which she was lying. There are cameras all over the storage facility. She and the elevator guy broke it and need to pay me for it. As well as for the inconvenience of my items getting stuck and me being traumatized by being dropped on the elevator or I'm calling the fire ********

  Business Response

  Date: 08/21/2025

  Hi *******, thank you for your review and providing us with your experience. As our valued customer, your experience is so important to us. Please email *********************************** with your contact and account information, as well as your preferred method of communication, and well reach out to discuss with you directly.  Hope to hear from you soon.

• 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.