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:03/21/2025

  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.

  Since August 2024 when I moved into cubesmart storage the elevator as had issues. As of 03/04/2025 the elevator at the ********* location as been out of service. I have lost a total of $1,300 in revenue because and cannot get my Dj equipment out of storage. I do Weddings & various private events on the weekend, which I have had to cancel or refer to other Dj's and the still expect people to make on time payment with no access to their belongings. I cannot walk down stairs with items to heavy and big & the elevator as been an issue for over 6 months.

• Initial Complaint

  Date:03/18/2025

  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.

  To whom it may concern, This business has accused me of something called "promotion jumping" when taking out a second unit for my business which I never did and had no intention. Additionally it would not make sense since the 2nd unit and first unit are the same price. This is poor business practice to loyal customers. I will now be leaving both units for a competitor. Hiring branch managers that over assert power and discriminate against people they do not like hurts the business. The manager in question was always extremely difficult to deal with treated customers as inferior. The location in question is:************************************

• Initial Complaint

  Date:03/18/2025

  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 reason why l filed this complaint on March 11th 2025 l rent a unit F20-F31 they have a portion first month free the only amount I'm supposed to pay $24 the clerk took from me $180 stating my monthly payment will be $87 a month when l did the transaction l ask him for my receipt he said the will send to my Email address which is he never did right now l have problem with my vision they send me harassment text messages and phone call I'm seeking Justice and reparations thank you in advance.

• Initial Complaint

  Date:03/14/2025

  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.

  Unit *********************************************************** the elevator. It wasn't safe to access. The contractor complained about being there three hours and trying to figure out how to complete the task. There was debris everywhere.

• Initial Complaint

  Date:03/10/2025

  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 placed an online reservation and returned to the storage location on 2/28/2025 at about 3PM to close out unit #**** and also to be assigned a new unit that is bigger than the current unit, 10x15.I met with ***** at the front door to the office and informed her of the plan I made to upgrade to a bigger unit and that I had placed a reservation. She informed me that she couldnt find my reservation.***** informed me that she couldnt locate my reservation and she demanded that I pay for another month for the unit that I came to move out of a day before the bill was due. I explained to her that when I first signed up with Cubesmart at the ********* location, ********, who was the contact person then, informed me of the rules. She was very thorough in explaining that Cubesmart doesnt prorate for partial refund for early move-out; which is why I prioritized closing out unit #**** a day before the bill was due. She was insistent that I owe a month payment for a bill that is not yet due. I walked away from the conversation and proceeded clear out the smaller unit to avoid an escalation. **** also stated that the balance would remain under the account; I simply informed her that I would dispute the matter. By 5:45PM on 2/28/2025 unit #**** had been emptied of all personal items. I used Wifi to communicate with my friend that I needed a truck, instead of coming to the unit to help me stack the items into a new unit; because the person at the storage location insisted I pay a Bill that was not yet due, and asked me to move out the storage location.When I realized the move out could not happen because imposed last minute demands did not allow for proper planning. I was forced to ask a friend to reserve another unit so that I can go home and get some food and much needed sleep. Attempting to make me pay for double unit when I am only occupying one unit for $700 and that I have to pay for unit #**** that had already been vacated.

• Initial Complaint

  Date:03/10/2025

  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.

  Here's a draft of the complaint letter to Consumer Protection regarding CubeSmart: ---**[Your Full Name]** [Your Address] [City, State, Zip Code] [Phone Number] [Email Address] **[Date]** **Consumer Protection Division** [Agency Name] [Agency Address] [City, State, Zip Code] **Subject:** Formal Complaint Against CubeSmart (**********************************************************************************) I am writing to formally file a complaint against CubeSmart located at ***************************************, regarding severe negligence, poor customer service, and damages to my property. 1. - began renting **Unit 4108** in **October 2024**. - From the start, I encountered problems with the unit's latch, which was stuck, making it extremely difficult to open. I had to use a hammer to access my unit. - I immediately reported this issue. On **October 10, 2024**, I called the store and spoke with an employee named **Gabby**. Her response was rude and dismissive, and she treated me poorly during the call. I subsequently filed a complaint with CubeSmart regarding her unprofessional handling of the situation. - On **October 11, 2024**, I met Gabby at the unit, where she applied WD-40 to the latch, which made it slightly easier to open but did not fully resolve the issue. - I asked if the unit was waterproof, and she casually responded that she manages 50 units and had received no complaints. *****************. - Between **January 28, 2025**, and **February 25, 2025**, we exchanged multiple emails regarding my claim. - However, when I followed up, I received an auto-reply stating that ***** ******* was no longer with the company, leaving my claim unresolved and with no contact for further assistance. ### **Unresolved Concerns:** - My furniture remains in the damaged unit. - CubeSmart has not taken responsibility for the damage to my property. - The insurance claim process

• Initial Complaint

  Date:03/06/2025

  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.

  In July 2024, I moved out of state due to a family emergency, which caused me to fall behind on my storage unit payments at the CubeSmart facility located at **************************************************. Despite my circumstances, I made several attempts to contact the facility to arrange payment over the phone since I was unable to pay online. However, I was repeatedly unable to reach any facility employees to process my ********** a result, my storage unit went into auction in January 2025. I participated in the auction and successfully won the bid on my own unit. Shortly after, CubeSmart canceled the auction, stating that the unit had been broken into. They then relisted the unit for auction in February 2025, at which point I once again participated and won the auction.On the day of the February auction, I physically went to the CubeSmart facility in hopes of claiming my belongings. Despite having won the auction a second time, the store employees refused to release my property, offering no legitimate explanation for their actions. The corporate manager, ***** *********, was both dismissive and rude during my attempts to seek help, showing no empathy or willingness to resolve the ******** is my belief that CubeSmart employees intentionally withheld and mismanaged my property. The lack of communication, refusal to accept payment, and blocking of my access to my own belongingsdespite following all auction proceduresdemonstrates a clear violation of consumer trust and potentially fraudulent practices.I am seeking: A full investigation into how my property was handled Financial compensation for the value of my lost items Assurance that the company will review its policies to prevent this from happening to other customers

• Initial Complaint

  Date:03/03/2025

  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 was planning to move into this storage on February 28th paid them ****** never accessed the unit or even went into the unit or pulled the tag off mind you When I got there I went through the gate and this place was disgusting the roof was caving in the concrete was braking apart some of the doors look they had been broken into it look line a dungeon from I immediately said I am not moving my stuff in here so I pulled out in front of the office I seen a car out front I have tried to get to the office or speak to them before but can never ever reach anybody or see anybody for whatever reason so I immediately called corporate headquarters to report this location and there lack of professionalism time and time again still have not heard from anybody to cancel my reservation and refund me since I never technicaly moved into the unit I got on it right away so they can cancel it they seem like they are trying to be sneaky its been two or 3 days so they can probably say I can not cancel my reservation its too late or something I talked to the corporate headquarters twice the lady said they would email me a confirmation for my cancellation and have not heard back from anybody that storage is old and I am sure there are rats and roaches probably all in there I just want my refund and somebody from the city should probably take a look at that place.Thank you thats basically it.Sincerely,****** *******

• Initial Complaint

  Date:02/28/2025

  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.

  On 2/18/25 I purchased 2 storage unit #*** and unit # *** at Cubesmart self storage address ********************************. On 2/19/2025 the facility manager her name is ***** ****** in this location want to kick me out right away with reason " I lock the hallway door at my unit"!!!! On 2/20/25 another manager his name is ****** **** he every unprofessional working, so mean and very rude spoke to me in a threatening stone saying that I better find another storage and leave immediately and now if I am not out of here after 6pm he will call police to kick me out right away. I paid full and on time like everyone else why I can't access my unit I purchased already after business hours? I am NOT CRIMINAL PERSON why call police to kick me out if I come over my 2 after 2 unit after 6pm every day?. I can't accept the deal NO REFUND MONEY BACK and just allow access the unit business hours ( 9am to 6pm . Facility manager Cubesmart self storage want me move out right away then :1_ Full refund money back on my 2 account ASAP amount $134.00 for unit#***. And full refund money back amount $78.34 for unit #*** ASAP . 2_ If not . **** unlock my code at the gate welcome me to access my 2 unit after business hours (6am to 10pm) like everyone in the storage.

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service 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.

  Multiple times, I have conveniently been denied access to my property, due to the carelessness of the Management. This has cost me more than a Significant Amount of Money, on top of my up to date Account. Not just my time, but also of the friends who are not likely to be willing to help me in the future because their time has been wasted.