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

  8361 E Broadway Blvd Tucson, AZ 85710-4007

• 

  U-STORE-IT

  601 S Waterman Ave San Bernardino, CA 92408-2329

• 

  U Store It #0290

  1441 E Base Line St San Bernardino, CA 92410-4113

• 

  CubeSmart

  2125 S Valentia St Denver, CO 80231-3390

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:04/07/2025

  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 have been renting a 10x5 storage unit for over a year and have been charged around $93.84 every month until April 2025. I went to pay this month and it was $117.30 on 4/3/25, I thought this was a glitch or mistake as I had not received either a physical or emailed explanation for a price hike. I paid to make sure this month ran smoothly and called the Cubesmart 2x with messages left asking for clarification and received nothing back. On 4/7/25 I went in person. The employees refused to give me a customer service number or email, as they would pass on the message, after saying they sent an email and letter about the change, both of which never reached me and they told me I agreed to the new price when I paid it which had I known this I wouldve paid. This is not the first time their computer system has said it delivered an email that didnt arrive for several days. This practice is deceptive and predatory to their customers.

• Initial Complaint

  Date:04/04/2025

  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.

  Around June/July 2024, I rented a small unit (#***) @ ***************************...automatic payments were set up. In October 2024, my debit card was compromised and I had to pay by check-(3x) until I decided to get a new debit card and restart auto payments. I emptied the unit completely and removed the lock February 19, 2025. The "rent" was deducted 2/20/2025. I would like it refunded. On 3/19 or so, 2025, I received a call from ***(z)mine informing me the refund was approved, but, it would take "a while." I want my money refunded as I was no longer occupying the unit. Most transactions were autonomous except for the three (3) in person payments.

  Customer Answer

  Date: 04/09/2025

  The issue is with a unit in ******************** **!!

• Initial Complaint

  Date:04/04/2025

  Type:Order 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 complaint is as usual on the 3rd of every month I usually pay my storage storage bill from cube smart located at well rather on ***************** here in ******* ***** I went to **** played my bill online today which is April 3rd 2025 into my surprise my rent head went up fro $146 a month $21172 a month and I did not get any notification in the mail that my rent was about to go up this is the 4th month in 2025 and I literally pay almost $200 and yet I did not get any notification that my rent went up at all by law these businesses need to inform the customers that they are going to have a price increase they are openly price gouging and I have literally been with Q smart for over 26 years and yet I did not get a notification in the mail that my rent was going up I want my rent to be readjusted lower for the rest of The remainder of the year

• Initial Complaint

  Date:04/02/2025

  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.

  Hello, I have utilized this storage facility for many years. Within the last 12 months id repeatedly requested an audit of my account and payment receipts. My account fee has fluctuated without written notice more than 3 times in the course of the year and recently decreased by over $200 this past month. While Im appreciative of the decrease, I am concerned about shady business practices. Late last year the former manager threatened to sell my items after missing a payment. Id already made my regular monthly payment. He is no longer with the company to my knowledge but management never reached out to me to tell me why this was happening. This seems liked an unauthorized action by this manager and Id request a refund.

• Initial Complaint

  Date:03/31/2025

  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 purchased a Cubesmart unit in ******* ********* ***** last year. I found out months later in late December that they had rats. I had my intirer house stored in there climate control unit since September of last year. In late December I went to go put something in storage that I brought for Christmas. When I opened my unit I saw rat fecess and a whole in my luggage the size of a quarter. Some pieces of candy had pulled out and eating by rats. I went to the front desk to let them know. They said the only thing they could do was to put down rat pellets. I didn't know how bad this rat problem was until it was time to move back into my house. I rented a ***** and started moving things out of storage in March of this year. I started seeing a lot more rat fecess and smelling a lot of rodent urine. My sister went to the front desk to file a complaint for me. They told her that they knew about the rodent infestation but didn't want to bother the customers. I was given a pamphlet with a phone number to call to file a claim. They said they would do an investigation and get back to me. My claim was denied by the ****************************** because, they said the insurance I purchased with cubesmart did not cover rodent infestation and damage. Also this unit was suppose to be climate control. It was not. My recliner started to mold and dust and so did other items like my sude boots and a few purses. Some of My things were also smelly with urine. The rats ate holes in some of my mattresses, couch, luggage, books, they also urinated over some of this stuff. I had to throw away a lot of stuff. I paid ****** a month for storage starting in October of last year. it will cost me even more money to replace the things that I lost. Rats carry fleas and diseases. A lot of rat fecess fell out of my sofa I could not just wipe everything down like they told me. I have a lot more pictures if you need to see more.

• Initial Complaint

  Date:03/31/2025

  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 am currently doing business with CubeSmart (Store 4454) at ****************************************************. *****. I moved into my unit on 8/23/24. My account was initially enrolled in autopay. I have a trucking company and lost my credit card associated with my cubesmart account while in ******* in 2024. CubeSmart restricted my account to Pay In Person during this time and forced my account into a delinquent status putting me months behind on my bill. As mentioned previously, I own a truck company, and it was communicated to CubeSmart that I would be away from *************. CubeSmarts decision to then force my account to Pay in Person drove my bill through the roof with late fees and other charges. I returned to ************* on 2/13/25 and paid CubeSmart $843.60.On 2/23/25 CubeSmart sent me a bill for $180 (A $10 increase on my regular monthly bill)I missed the one payment for February and now my bill is $530? I have no idea where these predatory charges are coming from. And need BBB to assist with mediation and review of this account. As far as I am concerned CubeSmart owes me money and the charges are incorrect.

• Initial Complaint

  Date:03/31/2025

  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.

  Severe mismanagement, unsanitary conditions, unprofessional behavior. My unit is infested with cockroaches for several months. When I first noticed this issue, I attempted to contact the district manager, but it was impossible to reach him. The store manager was unhelpful, rude and verbally harassed me multiple times. After not getting any assistance, I independently contacted pest control companies, but told that CubeSmart is responsible for arranging extermination. After persistent efforts, CubeSmart finally had pest control visit. The exterminator told me a full spray treatment of the unit was necessary. However, CubeSmart only applied poison in the corners of the unit, which did nothing to resolve the infestation. I now have to move my belongings out, CubeSmart is refusing to provide treatment. The store manager has refused to provide me with any contact information for higher-**** including the corporate customer service number. I have received no response for over 48 hours. Although CubeSmart previously provided me with two months off, they are now refusing to assist, despite the ongoing pest issue. They also claimed that construction work was required in my unit while I was out of the country. They insisted I deliver my unit keys to them without providing any official documentation regarding the work to be done, who would be entering my unit, or any guarantees regarding my belongings' safety. I explicitly stated in both verbal and written communication the date by which I needed my keys returned. However, they held onto my keys for over a week past that date and refused to return them. I found debris such as ceiling material, paint, and gravel all over my belongings. Additionally, there were visible holes in my storage bags, further damaging my property. I am now facing thousands of dollars in costs to clean and salvage my belongings. I am not permitted to independently hire pest control-CubeSmart must handle it, yet they have refused.

• Initial Complaint

  Date:03/29/2025

  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.

  The first wk in *** I requested the manager fix the lights on my row due to it being very dark & my request was ignored & never addressed. I was late leaving my unit on a few times & around the first week in Mar I observed the manager on the phone contacting the police due to people refusing to leave & the manager was mad so when he came to let me know it was time to leave I said OK I apologize I didn't know it was that late, he responded with anger asking me don't I have a ********* kindly responded no I don't. He then started saying how he's tired of telling me everyday that I need to go & I kindly responded back again that he doesnt come around everyday first of all an & Secondly he doesn't tell me everyday, he became more aggressive with anger & a raised voice stating he's tired of this *********** going to brake my ********* shouldn't play the victim & that's when I had enough of *********************************** I responded with a little higher tone than normal due to him walking away quickly that I don't appreciate him stating I'm playing the ********** didn't understand why he even said such a thing since I didn't say anything to him & that I wasn't playing or acting like I'm a victim. So I closed my ********* cut off my gate code & won't allow me to access my unit all month even though I paid in Feb for Mar. He stated the only time I can access my unit is during the times he's here & available & only to move my belongings out of the unit..I don't appreciate the way he spoke to me because he was angry at other individuals, I don't appreciate him stating I'm playing the victim when that wasn't necessary nor did it make sense. He was rude & aggressive. When my battery died in my car he wouldn't let anyone come thru the gate to give me a jump so I had to sleep in my car til the am. I can't access my **************** all month so why can't I get a refund. I haven't been given any written notice of any policy I broke so I feel the manager is wrong.

• Initial Complaint

  Date:03/26/2025

  Type:Order 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.

  On September 25, 2024, I placed a one-bedroom apartments worth of furniture into CubeSmart storage after consulting with a representative in-store to select a unit and review pricing. I chose Unit 1222 at a rate of $223 per month. CubeSmart billed me $240.32 monthly, which included the $223 base rent plus additional fees.However, on March 4, 2025, CubeSmart charged my account ************* double the agreed-upon amount. When I contacted the company and spoke with a manager, I was informed that my unit's rate had been increased by nearly $100. Additionally, I was told that due to my failure to pay the increased rate promptly, I had incurred a $50 late fee.When I pointed out that price changes should not occur after a customers belongings have been stored, the manager asserted that CubeSmart had the right to alter pricing as they saw fit. He also informed me that the locks had been changed, and my access code deactivated until I paid the revised rate.I explained that during my initial consultation, neither the manager nor any other employee disclosed the possibility of future price increases. I expressed my belief that this was deceptive and potentially fraudulent behavior. Upon sharing that I had come across similar complaints from other customers online, the manager dismissively remarked, Why didnt you listen to the reviews and go somewhere else? He further stated that price hikes were a common practice in the storage industry, implying that this was a legal and unregulated practice despite my concerns about the inconsistency with the original contract.

• Initial Complaint

  Date:03/25/2025

  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 a storage unit from cubesmart in ******************. I went to the unit on the 25th of February 2025 to get some things. There was ********** urine, also fese on the furniture and boxes. Some of the boxes were chewed through. I filed a complaint, with my paid for insurance. Pictures of the damage. My claim was denied.

  Customer Answer

  Date: 04/22/2025

  What lawyers can you recommend? I have tried to get lawyers but they do not handle these types of casses.

  Please give any lawyers I can contact