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

  1540 Altura Blvd Aurora, CO 80011-5714

• 

  CubeSmart

  5353 E County Line Rd Littleton, CO 80122-8109

• 

  CubeSmart

  4120 S Federal Blvd Englewood, CO 80110-4317

• 

  U Store It

  380 E Garden of the Gods Rd Colorado Springs, CO 80907-4251

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:11/26/2024

  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.

  We have been renting a storage from this location for 7 months and we went to get some of our personal belongings out of the storage and noticed that the lock was changed on 11/10/24 and so we went back the following day and the employee cut the lock off for us as our account was in good standing. The lady didn't seem to care at the time that our belongings were stolen and someone had put another lock on the unit after taken half of our items out of the storage. We filed a police report the same day. The lady that was working didn't seem to have a care in the world and just seemed as if it was normal to have break-ins on someone else's personal belongings. After my father called the corporate office, he was told that I had to be the one to call since it was our unit. I called on the same day as we noticed that the storage was broken in and was told that someone would call me back. As of 11/15/24, my mother-in-law called and had to have me on 3 way to confirm some information, I was told by ********* that she would send a message out urgent and that I would be receiving a call back from ********. Here it is 11/12/24 and still NO REPLY from anyone at corporate. I was given Case #******* to reference for any future contact. I can not believe that Cubesmart being this huge company and having customers belongings on their property that there are no cameras and that we had thousands of dollars worth of items and no one cares. The lack of care that this company has is UNACCEPTABLE and it for sure started with the lady that was in the office that day. She also went on to say that numerous of other units had been broken into as well. I am requesting a call back so that this matter can be taken care of in a more timely manner. Our unit number was 2018 and we closed it the same day after the police report was filed.

• Initial Complaint

  Date:11/21/2024

  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.

  The elevator was out of order for over 3 weeks. My unit was paid until 10/25/24. Spoke to ********* the store manager when i received a notice that the rent would increase from $129 to $150 after only 3 mos. Had her cancel the account since there was nothing shw could do. Came in on 10/23 to remove things but elevator out of service. Stopped by and in phone to several staff about this and explaining my situation. Said not to worry. They will notate my acct and i would not be charged or locked out. Elevator ended up being out of service for over 3 weeks and I kept receiving calls and letters for non payment and late fees. Spoke to the manager ****** and she said i was responsible for payment regardless of wether the elevator was working or not. She even said that we should have removed everything via the stairs. Explained to her that this was not possible. We have heavy oversized items that needed a not only a dolly, but would be dangerous to carry down stairs and could result in an injury if someone slipped or dropped the items. She then gave me the number to corporate. Spoke to a man there by the name of Geg Bar who was even more unhelpful and rude. Said he never issued credit to anyone for this problem. Said it was the state that required maintenance on the elevator and therefore not there responsibility, which none of this was ever disclosed. Explained to him aswell that we had heavy oversized items that needed to be taken via a dolly. He too said this can be accomplished via the stairs despite no elevator.

• Initial Complaint

  Date:11/20/2024

  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 rented a storage with Cubesmart located at ***************************************************. I relocated from ************, ******* to *********** and stored my things at this facility until I can complete my move. On November 4, I paid Movers to move my things to *****. Upon them checking the unit there were two large decomposed rats that had knocked over my kitchen glassware, defecated and urinated all over my bedding, bedroom set, clothes and shoes that were stored at this facility. There was rental insurance on the facility that refused to cover rodent damage, and the facility itself is refusing to cover the damages as well. I was not able to recover or keep anything from the storage due to it being a health hazard. The moving company was only able to clear half the unit because they refuse to touch the bedding due to the toxic smell from the rat f**** and urine. I lost everything including all products from my clothing line and no one will help me recover any of my possessions.

• Initial Complaint

  Date:11/18/2024

  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 an honorably discharged veteran. I was a loyal & honest paying customer who always paid my ********************** fees at CubeSmart store # **** in ******, ********** on time every time. I paid month to month via autopay at CubeSmart for Unit #****. However, they had a rat infestation which was damaging my property. For the period between 6 October 2024 to 6 November 2024 I only used one week of storage time before I moved out. I asked for a pro-rated refund of approximately $325.24 which the store refused to credit me. I spoke to the store employees, manager & corporate representative to no avail. This is an unfair & devious business practice which robs people of their hard-earned money. If a customer needs to move & it doesnt align with Cubesmarts timeframe, the customer gets penalized. Any other business that provides a partial service after receiving full payment reimburses the customer at the store where the payment was initially made. Cubesmart did not offer me a credit at all & was rude to me. I ask that you please help me with this issue & help me get my partial refund. Thank you for your *****************

• Initial Complaint

  Date:11/18/2024

  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.

  Business has in their possession a check for payment from me for the rent for my unit for November ************* has refused to deposit that check and record my payment as ***************** claims that I owe a 20% "late" fee. Business online payment portal charges an illegal 3% fee to submit payments. Because of this, I must mail a physical check for payment.I have sent several emails and made multiples phone calls to give the business numerous and ample opportunities to correct ************* has refused to deposit the payment I mailed and complete my payment for ***************** was purchased in June 2024. Customers were not advised of purchase or offered compensations or considerations for the change in service.

• Initial Complaint

  Date:11/17/2024

  Type:Sales and Advertising 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 writing to file a formal complaint against CubeSmart Storage facilities for what I believe to be predatory pricing practices and price gouging, which are forcing me to relinquish control of my personal possessions due to an exorbitant penalty and aggressive business tactics.I have been a customer of ****************** and have recently encountered a situation where the companys actions have placed me in a position where I am about to lose my belongings due to their manipulative pricing strategies. Specifically, CubeSmart has imposed a penalty of $120, a fee that I cannot afford, in addition to the rent for my storage unit. This penalty, combined with the continuous price hikes I have experienced during my rental period, seems to be part of an intentional strategy to force customers like myself into financial hardship.These exorbitant charges are clearly intended to push me to the brink of default, which will result in my items being placed in an auction. It appears that CubeSmart is using my financial vulnerability as an opportunity to make additional profits by auctioning off my possessions. This is an egregious example of price gouging, and I believe the company is intentionally creating a situation where customers must either forfeit their items or pay excessive fees they cannot afford.The frequent and unjustifiable price hikes I have experienced, coupled with the $120 penalty, reflect a business model that preys on customers in financial distress. It feels as though CubeSmart is intentionally creating conditions that leave customers with no choice but to relinquish their belongings so the company can profit from their hardship.I urge your office to investigate CubeSmarts practices, as their behavior seems to violate consumer protection laws and exploit vulnerable individuals. No one should have to face such an unfair and predatory approach simply to retain access to their own possessions.

• Initial Complaint

  Date:11/15/2024

  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 have had a storage unit with Cube smart for over a year my unit became delinquent when i lost my job, in october the *****th my unit was up for auction, I bid and won my own unit it stated i had 24 hr to contact the storage place and pay the winning of the bid total 4,000$ or my past due balance of 1900$ I didn't have the money and I did call the property left a voice mail with my information and cube smart called me back I spoke to a gentleman as well as an email to the storage place requesting a one time extension for payment the gentlman said yes but this was the only time..... 20 min later i received a new updated final invoice with payment due by 11/08/2024 with a new balance of 2325$. That was the last of the communication until 11/07 when going to pay my bill and going to the storage facility and found my unit was empty. I call the storage place next day when they were open and they sold my unit on october 21 2024 3 days after they agreed to giving me an extension they breached their contract with me and when i showed up to the storage place for an explanation the lady claimed they did not give and extention, and gave a print out of all communication but on their shows ***** called and left voicemail and email final bill sent! that was dated october *****th. The person that purchased my unit never turned in my fathers ashes, my sons who is 4 personal paperwork or anything!

• Initial Complaint

  Date:11/14/2024

  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.

  Was never told about up coming auction. Called to attempt to pay for manager to rudely tell me its been sold and named some of the contents of my storage unit. Last time I was in this predicament the other manager had no problem communicating and providing me my legal ***** period to pay the bill and maintain ownership of personal belongings. The manager I spoke to last night denied all answers , rights to contract and was not helpful and didnt contact the secondary number nor send a letter stating there was an auction.

• Initial Complaint

  Date:11/14/2024

  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.

  Greetings,On 5/17/24 I moved my belongings from ********** into a 10x20 storage unit at CubeSmart at ****************************************************. I was told that the rate of my storage unit would be $498 + tax and I signed a contract for the unit. Nearly 6 months later, on Oct 27, I received my monthly bill, but this time the bill was for $786 + tax, nearly $300 more, due on 11/17/24. The company claims that I accepted my unit at a reduced rate (there was no mention at the time of contract signing about a reduced rate, just that $498 was the rate of the unit). They further claim that they have a right to increase my monthly bill for any amount they deem necessary, whenever they want, provided they provide notice of the increase at least 30 days before. They *claim* they sent out notification by mail on Oct 15 to my home address. I received no notification by mail, email, text or in the CubeSmart app. This is an abhorrent business practice, to increase a customer's bill by nearly $300 in one swoop (and say they have a right to increase it whenever they want, for whatever amount they want). I don't know if this is legal, but it is certainly immoral. Hoping you can assist. Thank you.

• Initial Complaint

  Date:11/12/2024

  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 CubeSmart location has regularly added additional fees to my monthly bill and raised my monthly bill without notice. Moreover on multiple occasions Ive tried to remove my items and close out the account but they have denied me entry. The manager is unresponsive and in general scummy. I would like to fully close out my unit but I will not pay their extortion fees to just access my cube.