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

  11402 Cherokee St Northglenn, CO 80234-3009

• 

  U-Store-It

  3899 N Oracle Rd Tucson, AZ 85705-3251

• 

  CubeSmart

  2545 S 6th Ave Tucson, AZ 85713-3409

• 

  CubeSmart

  201 S Plumer Ave Tucson, AZ 85719-6353

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:10/03/2024

  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 filing this complaint to formally address the unacceptable actions and service I experienced at CubeSmart Storage located at *************************************************. Despite renting two units and maintaining valid lease agreements, I was repeatedly locked out of both units without any prior notice or explanation. When I contacted CubeSmart customer service, I was assured that there were no issues with my account, and I was told to expect a call from the district manager. However, despite multiple attempts and assurances, no such call ever came, and my concerns were left ************** addition to being locked out of my units, I was charged without my authorization for services I could not access, and was then informedwithout prior noticethat I was being vacated and had to remove all my belongings by the next day. **************** confirmed that these actions were not in line with company policy, yet I was still subjected to this fraudulent and deceptive treatment. I also sent an email to CubeSmart outlining the situation, but I never received a response.These actions represent a serious breach of trust, and the treatment I received was both fraudulent and unprofessional. At a minimum, I demand a full refund for the last months rent on both units, as I was unable to access them due to the improper and unauthorized locks placed on my units. Furthermore, I request a formal apology and assurances that this kind of mismanagement will not happen again.

• Initial Complaint

  Date:10/02/2024

  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.

  Im writing to urgently address the rodent infestation in my storage unit. I moved upstate NY due to personal setbacks, and traveling has been difficult due to my health, school schedule, and financial constraints. In June 2024, I opened a unit, paying $200 per month plus tax and $27 for insurance that your business recommended.On September 3rd, I traveled to check on my unit, despite not feeling well. To my horror, I discovered that my unit was infested with rodent f**** and urine, covering my belongings. The infestation wasnt limited to my unit but was also throughout the entire building. I was devastated, as I had worked hard for everything in that unit.I immediately reported this to the office, but the manager brushed it off as if it were just another routine complaint. She directed me to contact the insurance company and submit photos to CubeSmart, which I did. However, I later found out that the insurance I've been paying for doesnt cover rodent damage, and the only option offered was to move to a new unit.I then spoke with the district manager, who asked what I wanted done. I explained that I wanted my belongings cleaned or replaced if damaged beyond cleaning. She reassured me that she would handle the situation and requested additional photos. She even acknowledged that she was aware of the infestation issue.Since then, she has ignored my messages. When I finally called her, she acted as if she didnt remember who I was and denied ever discussing the infestation problem. To make matters worse, she even laughed at me over the phone.This experience has been incredibly stressful and unacceptable. I am requesting immediate action to resolve this matter, including compensation for the damage caused. And Also I will be filling a coomplaint on the ******* ******

• Initial Complaint

  Date:10/01/2024

  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.

  Started original contract for a storage unit with cube smart on 2/2022 for $266mo. Have maintained necessary unit for over 2.5 years now and cube smart continues to keep increasing into price to currently $419 A MONTH-over $150 monthly increase! Have tried calling multiple times the local office and corporate office to discuss why the increase is taking place and they just say its their policy. I have received no additional services or perks for the unit despite the increase. If I were to start a new contract at same Location, same size unit, the current rate is approx $200monthly. When I suggested starting a new contract to receive the fair market value contract price, I was told I would have to remove all Items from the unit and get a new one, which would be very time consuming and another financial burden as I would need to Hire movers. The employee on the phone also told me they would just keep continuing to increase the rate once I started a new contract because thats their policy. I truly believe they are taking advantage of people (myself) by increasing the rate significantly once their items are stored. I understand a slight increase over two years due to inflation, but $150 A MONTH seems outrageous and unjust. I am looking for a billing adjustment/reduction/reimbursement until i can find another place to store the items at a place that wont severely price gauge. I have NEVER missed a payment in over two years. Im attaching evidence of payment increases over the years and can provide the 30+months of proof of payment of needed.

• Initial Complaint

  Date:09/27/2024

  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.

  Cubesmart ******, **. This companies billing cycle is rigged so you often end up paying extra fees per month. Their units and customer service are terrible. Their associates lie, scheme, dont answer their phone and dont call you back. Their units are not secure, mine has been covered in debris from outside, dirt, leaves, sticks, plenty of bugs etc. and mold. I read many complaints on ****** reviews saying the same things. One person said a few months ago she discovered animals getting in and out of her unit. They are charging $300.00-$400.00 per month for this, continue to raise their prices drastically for loyal customers, and none of them care. I was told today that they cut my personal lock off 8/20/24 when Ive been speaking to them every week since August and told them I was moving and would be paid up by 9/2/24. Now they want me to pay for a new lock when they cut that one for no reason, and extra fees. This is all terrible, bad business.

• Initial Complaint

  Date:09/26/2024

  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.

  On Sept 14, 2024 I completed an online reservation for a storage unit for this location which I paid for. The next day Sunday as I was storing my belongings it registered that I didnt see the lock to lock up my unit after storage. I called onsite, as well as customer service. I informed them I would go purchase my own lock which I did, and take that off of my bill. I get back there; and a lock is on there. I havent been back to the unit since that day. Yesterday September 26, 2024 I began calling at 9am at which time they supposedly open to coordinate getting access to my unit. All day on couldnt reach anyone. At 5:50 pm which they close at 6pm someone from that location calls me. I state my concerns. They claim a lock was in there and they someone must have gotten it even though a zip tie was on it. If that was the case, then neither me, or my belongings are safe. This individual continued to attempt to justify me not getting into my unit, at which point I hung up. After my initial encounter, repeated misrepresentations, no one responding onsite from 9am-5:50pm; I still havent moved forward with access to a unit which this location provides online access to. It has created a huge burden for me. Thats why I initially attempted to call before going there based on my first responses and no lock the day before.

• Initial Complaint

  Date:09/26/2024

  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.

  This is a partial message I sent to the Corporate requesting a response/ assistance with no response. I also spoke with 2 employees in person & requested the General Manager to assist. I received 1 call while at work, then called back, and left a message. I never received a call back after that. I rent several units at the Cubesmart location on ******************* in ******, **. B110, A418, and A805. This Email is regarding unit A805 I have had this unit for over 6 years. I have paid this unit diligently without question every single month up until this September. I have an automatic payment Set up for convenience. I received the notification on September 2nd regarding a past due bill. To my surprise I was on unshore why the payment hadn't gone through. I later spoke with the ***resentative over the phone who informed me that my card had expired on file. I offered to update the card over the phone so the payment can be processed and the *** stated I would need to come into the location as they were not able to take it over the phone. That policy may have changed because in the past I was able to do that however I went in to make the update after work as I work out if town. I was informed during that visit that a 20% late charge had been added to my bill. I was already made aware that an annual increase was on the Sept. **** now I'm faced with a 20% charge on top of that.I asked the ***resentative how is it that I'm being charged with a late fee when I was never notified prior to the due date that my card was expired. Had I received a notification I would have came in, and updated the card prior to the payment draft. I wouldn't have been charged by default. What disturbs me the most is that I didnt have the capability of paying my bill because the facility will not allow for me to pay it without automatically paying the late fee. I shouldn't be responsible to pay a fee because This is not a case of insufficient funds or a client that is opting not to pay.

• Initial Complaint

  Date:09/25/2024

  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 canceled my unit 3120 on Wednesday 18th.I Spoke with ***** (property manager) Thursday the 19th. He stated that his manager said I needed to return the lock to get my full refund. I took him the lock the same day Thursday 19th 2024.Called back to inquire about my refund and why it had not been returned? ***** proceeded to say I see its pending, its red tape, going through this person and that person. It its the following week now and before I file a complaint with BBB I am asked that the pending ends by close of business today and my entire refund post completely to my account $68.26 For unit 3120 at **************************************** This morning 9/25/20224 I received an email talking about my new bill is due. So either ***** is telling lies or his boss is lying to him. But their lock was promptly turned and I have gone so far as to reach out to corporate with No response or return of my money.

• Initial Complaint

  Date:09/23/2024

  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.

  My name is *** ****. I have a storage F428 at Cubesmart in ********************************************************* I have been diagnosed with ********************, Diabetes, Post Concussion Syndrome and I am a Memory Disorders patient at UCLA Medical.I forget many things, what I did 5 seconds ago , and what I did today. My yesterday is someone's 2-3 weeks ago. I drop many things due to my Neorological issues and diabetes. I try to live my life as normal , but sometimes I can't. I was late in July but I thought I paid. Cubesmart may have called me in July or August, but with a Severe Memory issue , things get mixed up or forgotten. My intent was to pay August's late fee of $15, but I forgot I didn't pay July's, resulting in a Lien fee, of $100+I explained this with a proposal of Autopay.I pleaded with them, if you take off the Lien Fee , I promise to pay my missed rent and put my account on Autopay, to fix the memory problem. On Autopay that should solve the issue.But District Manager **** ***** refused and was EXTREMELY dismissive...they wanted NO PROOF or medical explanation.I begged to give them some record for extenuating circumstance explaining my Medical Condition. They DONT CARE.He then said, my Supervisor ******* ****** will say the same thing: NO!.

• Initial Complaint

  Date:09/03/2024

  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 unit that was auctioned off by cubesmart. Upon arriving to pay for the unit the desk clerk asked me on camera if I had ever been scammed which was odd and he claimed that he asked every auction customer this. I payed the facility $1576 cash. As I enter the unit I noticed that things were arranged different in the pics that were provided on the auction site and also everything had stickers stating defective/returned most of which had been somewhat peeled off but left behind. Everything was being recorded. The manager admitted to walking inside the unit to get pics which their policies clearly states they cannot step pass the threshold. The management stated that they been going inside for nine years and no one ever complains. I immediately contacted management about the things wrong and was asked to leave the property without being allowed to collect property nor receive a refund. The facility called police and asked that I be trespassed. I also paid a two hundred dollar cleaning fee for 72 hours of clearing the unit. I was trespassed within one hour of arrival. They relocked the unit deactivated my gate code and told me they refuse to speak to me and I will be hearing from the regional manager. I traveled 4 hours in a uhaul spent a total of $1879.10 only to b scammed and left with nothing. I recorded everything. They told me according to policies they cannot leave my unit unlocked and once I left the facility they were under the impression I was not coming back when I only left the property only because of threat of of being jailed for trespassing. The desk clerked even informed me that some just happened to let the facility have a unit full of as the description claims new items. This unit was not a lien unit but a ****** special set up and sold by the manager who so happens to stay on site in a apartment. Nothing was new as the description stated. Thins were listed in the description that were buried in the bottom of boxes.. she went inside the unit.

• Initial Complaint

  Date:09/02/2024

  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.

  Constantly harassed by these people over being barely late. ***** broken leaving property at risk. Daughter was scratched deeply on gate. **** customer service. Paid for the whole month on Friday plus last month. Moved items on Saturday leaving a refund due. The *** would rather argue and obviously can't count days. They are so disagreeable and tell so many different stories that I've gotten irritated back. Bugs were on my things. Door to unit ***laced without any prior notice and dirt blown all over my property. Aggravated. I moved my things I just want my refund.