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 Superstore

  201 Lake Ave Bristol, CT 06010-0424

• 

  CubeSmart Superstore

  171 Cedar St Branford, CT 06405-6012

• 

  CubeSmart

  10121 Warren Pkwy Frisco, TX 75035-6012

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:11/15/2024

  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.

• Initial Complaint

  Date:11/12/2024

  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.

  One of the cubesmart employees at the ******* location, ***************************************, whose name is *******, took my payment over the phone on October 15, 2024. ******* debited the amount twice, so my checking account was charged twice. I repeatedly requested this issue be rectified, all to no avail. I was told yesterday that a the District Manager would be contacting me today, October 12, 2024. As of 5:54 PM, no such contact was made. To me, this is appalling that both employees at Cubesmart 0722 were unable/unwilling to rectify this issue for me or to put me in touch with someone that can.

• Initial Complaint

  Date:11/11/2024

  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 paid for one month on September 30th 2024 for the month of October. I moved out October 5th, 2024 & took my lock with me. I cancelled my services on October 18th. I was told management would be notified so I expected a call or email from them, no one reached out, so I ended up calling myself on the 18th at 3:00pm & at 4:14pm. ***** the manager answered, & I let him know Id like to cancel. He said ok & I asked him to let me know once its cancelled, just to make sure. He said hed let me know.I never got an update/call back. On November 7th I get a text from CubeSmart saying that I have an overdue balance, & I have a late fee I need to pay. I call them, because this entire time since then I havent gotten any update & assumed the account was closed. I let the other manager ****** know & ask if they can close the account since theres been no communication, I have the lock in my possession & tried canceling weeks ago. She tells me that it doesn't matter that they didn't update me because they get lots of calls and do lots of work for many customers. She provokingly said I shouldve called them if I wanted to know, started to get upset with me, yelling about sending my account to collections and telling me theres nothing they can do because I didnt check back in time. She told me to come up to the storage myself and take the lock off (not mine), or else & hung up.Nov. 10th, I tried my passcode to get in and check if lock was still on unit. Password was denied. A lovely customer let me into the ************ went to my unit. There was a lock on my unit, but it wasnt my lock, because I took mine. Another man came to try to help me unlock it & take it off, but the key didnt fit. He said that they definitely replaced the lock. The employees at this storage ended up switching it with their own, stated that it was my lock, knowing that it wasnt, & are still charging me for this empty unit. Done with CubeSmart. Why do I have to keep suffering & being charged $234?

  Customer Answer

  Date: 11/15/2024

  I got a call from Cubesmart on Wednesday, November 13th at 12:42 pm, but couldnt take it at work, so I asked the gentleman on the phone to call me back at 3pm that day. He said he would, and he never did. They keep telling me theyll reach out to communicate, and to update me, but even after leaving this complaint they still havent put an effort into contacting me or updating my account.

• Initial Complaint

  Date:11/08/2024

  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.

  October 25, 2024 Paid $101.35 for the initial move in.Cubesmart was to provide me with an access code to enter the storage area on October 26, 2024. I was told to stop and speak with the store manager to receive the code but the office was closed and no one was there. I waited for almost an hour and due to time constraints I had to go to a different storage facility where I received instant service. Cubesmart is not working to refund my rental amount.

• Initial Complaint

  Date:11/06/2024

  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 stored my things in one of their units and within the time it was there all my things were damaged by rodents all my things had rat p*** and pee all over them. My books, shoes, almost everything was damaged. When I complained to office personnel they downplayed it and said it was a lizard droppings. I'm very upset because not only did I lose my home I lost everything that I was able to save.

• Initial Complaint

  Date:11/05/2024

  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 for the last month been contacting the district manager and store managers in regards to the elevator being down because it has been down for over a month now. We were trying to move out have my salon stuff to my new salon and aren't able to do it because of the elevator being down which is a huge inconvenience. I have since escalated it up to the divisional manager but haven't gotten a response yet. Here we are at another month and payment is due and they have already charged me a late fee and sent me a notice in regards to raising the rental price of my unit but still no updates on the elevator in regards to when it will be repaired so we can move are stuff. This beyond crazy to have a storage unit and can't even move the stuff out because it is on the second floor and the stair well is absolutely disgusting. This storage location is beyond filthy. Not to mention I have mentioned several times that I can't see inside my storage unit because the light went out over my unit and they said they are not replacing them. They said they have sensor light down the aisle. And they do but they just cut off in 20 seconds so you have to keep walking down to the end of the hallway just to activate them to cut back on. And for over a month I have had to carry my salon stuff up and down the stairs which is extremely heavy for me because I am not supposed to be lifting over 15 pounds because of my health conditions. I have loss so much money because of being of my things being trapped in this storage. I feel like they need to give me and everyone else a month free for the inconvenience because it is their fault

• Initial Complaint

  Date:11/02/2024

  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.

  11-2-2024,I was charged ******, but should've only been ******. Cubesmart overcharged and owes me *****. They charged a late fee a day earlier than usual. I pay most months on the second and I wasn't charged a late fee. I know the number of days fluctuate every month, but I paid August 2nd, 2024 and I wasn't charged a late fee and July had 31 days.