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

  1733 S Wadsworth Blvd Lakewood, CO 80232-6821

• 

  CubeSmart Superstore

  868 Flanders Rd Mystic, CT 06355-1314

• 

  CubeSmart

  2125 S Valentia St Denver, CO 80231-3390

• 

  U Store It

  28401 Rancho California Rd Temecula, CA 92590-3617

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:02/21/2025

  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 a pain customer and have been a customer for over 10 years. The quality of the storage unit place has completely diminished. I dontfeel my belongings are safe, there is never anyone to answer the phone and there is little to no response when theres a problem on theproperty. Recently this place has become flooded with homeless people sometimes they Are making a scene, possibly intoxicated and they trashed the place and break into units. The management does not do rounds to check each building to make sure that people arent living in the storage units and trashing the place. I feel unsafe and if anything should happen to me after all of these complaints. Cubesmart will be held responsible.

• Initial Complaint

  Date:02/09/2025

  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.

  About a mouth my Store storage got broken into and the stole about 8 thousand worth of stuff but all of a sudden they raise my storage rent the next mouth,with no explanation of why they are raising my rent,I fine it weird that after they pay me out from someone braking into my storage which was not even half of what my stuff was worth.

• Initial Complaint

  Date:02/06/2025

  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 service with them June2024. I looked at my pay history and noticed they went up in price in November 2024 and I got no before that it was going up. Every single transaction, notice that my bill is late etc. has been done through email except for the increase of rent. I notified them on February 3, 2025 and asked why is it going up and why was I never notified about this. The general managers response was that I shouldve notified them when it first happened and theres nothing they can do now. Im not paying the increase and I want to be able an reasonable amount of time to remove my belongings and the $30 a month from November until January paid back to me because I wouldve have never agreed with that increase had I been notified.

• Initial Complaint

  Date:02/03/2025

  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.

  Exorbitant Rent Charges and Price Gouging:At the time of signing, I later discovered that I was being charged roughly *****% over the market rate. For context, over the past 54 months, I have paid over $4,200 in rent, while the prevailing market rate for a comparable unit would have amounted to approximately $2,****** rent was repeatedly increased without proper notice or justification. According to CubeSmarts own policies, I should have received at least a 30-day notice prior to any rate increases. Not only was this policy disregarded, but I also received a total of four unannounced rate hikes, cumulatively amounting to an additional $1,200 or more.Excessive Late Fees and Unfair Billing Practices:I have been charged a 20% late fee on day 8 after my rent was **** fee of $42.16 in one instancedespite having communicated about changes in my job and payment dates. This fee is extraordinarily high compared to the standard $20 late fee that one would expect.Recently, my rent has escalated to an outrageous $200 per month. In contrast, the market rate for a unit of this type is approximately $44 per monthan overcharge of roughly $156, or a *****% premium above market rates.These fees, combined with forced payments (e.g., a recent charge of $242.16 for a unit that should cost around $44 per month), have placed an undue financial burden on me.Lack of Transparency and Deceptive Advertising:A refund of the excess amounts charged above the market rate for the duration of my tenancy (approximately the last 3.4 years).A retroactive adjustment of my rent to match the advertised market rate.A guarantee that my rent will not be increased again without proper 30-day advance notice.A revision of the late fee policy, replacing the current 20% fee with a reasonable, flat fee (e.g., $20) as is standard practice.I expect a prompt and thorough investigation into these practices.

  Customer Answer

  Date: 03/03/2025

  Subject: Follow-Up on CubeSmart Complaint
  
  Dear Better Business Bureau,
  
  In response to your inquiry regarding my complaint against CubeSmart, I would like to formally state that I have not received any response from CubeSmart regarding my concerns. They have made no attempt to contact me, address my issue, or acknowledge my complaint in any way.
  
  Their complete lack of communication demonstrates a disregard for me as a customer who entrusted them with my valuables. Additionally, their failure to respond to the BBB further reflects their level of professionalism and concern for customer issues.
  
  Given their continued silence, I would like to escalate this matter to the next level. Please let me know the appropriate steps to take.
  
  Thank you for your time and assistance.
  
  Sincerely,
  ********* *****

• Initial Complaint

  Date:02/01/2025

  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.

  On 02/01/2025 between 1:20 and 1:55 pm, I called CubeSmart to make a payment. I generally pay months in advance. I wasn't sure if the February 2025 payment had already been paid, I was calling to verify the payment. I spoke with Piggy and asked if I could make a payment. Piggy informed me that she was uncertain whether or not I could make a payment over the telephone, I replied, that I had paid by telephone before. Piggy was confused and demonstrated a lack of company procedures. I was placed on hold until the manager picked up the call and asked how she could help me. The problem that I experienced with the manager she continued to talk over me. I ended the call by saying I would come in and make the payment. I called back within minutes to speak with someone else and was hung up on by the manager. This is not the first time I have had a negative experience with the employees at CubeSmart. I try not to reach out to the employees at all. Your employees are lacking good customer service skills. I can promise you this, I will never use CubeSmart again once my lease is up. REMEMBER THIS! I am a customer, without good-paying customers like me there's NO BUSINESS.

  Customer Answer

  Date: 03/01/2025

  They have not reached out to me. The last message that I received from BBB was that the case was closed because of no response.

• Initial Complaint

  Date:01/27/2025

  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.

  Business hours and access hours change day to day. Employees decide to deny access to our storage units 30 minutes before closing time. Business hours and access hours at this facility are the same yet I can never get to my unit if I arrive 15 minutes before closing time. Unfortunately my work schedule does not allow me to be there earlier but that is why I chose this facility that has access hours until 6pm. I understand they want to go home but I also pay $150 monthly and deserve to step in my unit for 5 minutes before they close. Im not asking for an extension of business hours, Im asking to respect my time Im paying for. Additionally employees are beyond disgusting with attitude specially around closing time.

• Initial Complaint

  Date:01/19/2025

  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.

  Visited storage unit in December 2024, found mounds of mouse droppings in the unit along with a strong smell of rodent urine and f**** throughout the hallways. Ozium, an air deodorizer, was noted to be in the hallways. Our items in storage were covered with mouse droppings and urine. We had sofas, a mattress, arm chairs, boxes of clothing, and many other furniture items that were almost all compromised and had to be disposed of due to the exposure to the rodent urine and f**** Upon finding this, I contacted the property manager and inquired about the infestation to which I was informed that they were aware of the issue and taking care of it. They stated that an exterminator comes every month to the units and that now they were coming every two weeks. Its important to note that no mouse traps were seen in the hallways in December 2024.I attempted to put in a claim with my insurance that I got through the company, but was informed that none of my items would be covered because damage due to rodents is expressly excluded in the contract that was signed.When asked on the phone, why I was not informed of this rodent issue that they were aware of, the manager had no response. I then asked again in person, and there was still no response. I then returned to the unit in January 2025 to find that there were now mouse traps throughout the hallways. I mentioned the traps to the to the property manager who dismissed it as them attempting to deal with the issue. They also made assumptions that the issue was only in our unit and not in anyone elses unit. Which is false and documented on ****** reviews by other customers in this ********************** unit location. According to a ****** review six months ago, there was a rodent infestation, which means that my items had been infested for at least 6 months without any word from the property manager. I have photo evidence of the ****** review from 6 months ago and of my own storage unit from my December and January visits.

• Initial Complaint

  Date:01/15/2025

  Type:Order 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.

  Today, January 15, 2025 I received my monthly invoice from CubeSmart, (whos District Manager is **** ******), to see that I have received an increase in my rental fees. This is the third time CubeSmart is in breach of contract since I began renting with them back on March 5, 2022. As per CubeSmarts contract section B ******************* item letter c Lease changes and Termination it states Owner (CubeSmart) may change the terms of this agreement by notifying me 30 days in advance. I am an accountant, and in the United States GAAP principles are practiced, and 30days of any financial change is one billing cycle, not 30 calendar days. To inform me of any changes to my rental fees, I should have received a notice in the mail on or before November 15, 2024. Thats one billing cycle before January 15th, 2025. I received nothing via email (which is how CubeSmart sends their invoices), nor by ****. The only notice I received by **** from CubeSmart was back in March of 2024 regarding Administrative Lien price changes. Upon the last conversation I had with CubeSmart when they were in breach of contract back on February 13, 2024, one of the amazing employees ******, said he spoke to Mr. **** ****** and CubeSmart said going forward they, CubeSmart, would charge me rental fees in the amount of $190.00, thus entering into an implied contract with myself. CubeSmart is in breach of both their written AND implied contract.

• Initial Complaint

  Date:01/09/2025

  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.

  I have now twice been swindled by the cubesmart corporation out of thousands of dollars plus items that I have stored for several years with both the ****** *. *********** location and ********************** location. They are the worse. Ive made my payments every month, however they make it so hard if you happen to need a little more time to pay. Most recently had my unit sold off, which all started because their system automatically added a 2nd month rent to the bill before the day even ended. Their time for receiving payments is very off. It could be 6 pm or 8 p.m., but their servers are European which will make it appear to roll over to the next day. They make no concessions to help renters other than allowing 30 days to pay. Soon as it gets to 1 month late, they add on a 2nd month plus $110 lein fee, making it even harder to pay. Why do this? No payment arrangements allowed. Much of which would have avoided circumstances of the rent going thru the roof and behind on payments.I am disgusted, distraught, disappointed at how they do business. And more recently, I tried to work with the 2 clerks at the cubesmart over the phone to save my storage from auction: I was #1 hung up on and then 2 treated like a hostage when they started demanding payment else they would sell it to the buyer who apparently was already arrived. I told them I could pay the $535 balance as shown on the online portal (which does not allow option to pay online). They then hack it up to $555. I have borrowed the money, and was only a few bucks short. I tell them I need a few minutes to get the $3 I was short on. The lady is screaming at me to make the payment or theyre selling it. Super unprofessional not even trying to help the customer.I intend to file a suit annd complaint against this company for compensation for the items *** lost after spending many years paying their exorbitant and endlessly increasing prices year after year.

• Initial Complaint

  Date:01/08/2025

  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 Unit 288 in Sept 2024. I went back to the Cube Smart facility office in December 2024 on three different days, multiple times each day, to pay for 12 months of rent in advance, just in case prices were going to increase in 2025. Each day I went there, it was during business hours and the OPEN sign was on. The door was locked and no one was in the office. I waited for about ***************************************** case someone was out showing a storage unit and would be right back, but no one ever returned. I returned an hour later, still during business hours, but no one was there. The OPEN sign was still on but the door was locked. This happened two of the three days I went to the facility office. The third time I went to the facility office, the OPEN sign was on, the door was locked, and there was a clock in the window - "will return at 2:30." It was 2:45pm. I put some items in my storage unit and returned to the office at 3:00pm, but the door was still locked and no one was there. I left, ran another errand, then returned at 3:30pm. No one was there. I tried a total of 7 times to pay my rent 12 months in advance, but the office was always locked, during business hours, with the OPEN sign on.When I got back in town after the holidays, I went to the facility office on Monday, January 6 to pay my rent in advance. I was told my rent was going up and I had missed the deadline to pay in advance, and now would have to pay the new rent price. I never received any notification of a rent increase. The manager offered me a one-time $11 discount for my trouble (the monthly difference in my new rent) and suggested I always call before stopping by. If someone had been there ANY of the 7 times I went there, I would have paid my lower rent for 12 months and that is what I want to do now, but they won't do it, even though it's their fault. The District Manager is Mr. ******** ************.