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

  7650 S Broadway Littleton, CO 80122-2613

• 

  CubeSmart

  1540 Altura Blvd Aurora, CO 80011-5714

• 

  CubeSmart

  1733 S Wadsworth Blvd Lakewood, CO 80232-6821

• 

  CubeSmart

  5815 Arapahoe Ave Boulder, CO 80303-1330

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:11/01/2024

  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 storage unit was auctioned off ,my unit had both my parents my brother full identities birth certificates social security cards death certificates along with all my pass an current legal document for my brother and mothers in land documents insurance policies all document to file for the land my mother legal document for me to claim over ****** award .and all my photos I made the manager at the location very aware that I needed those document and photo prior to and the day of them storage place auctioning online auction the manager after the auction gave me a small box of photos no documents . the manager has not given me the info of how much my unit sold for or the information of who bought my unit I've requested the info several times and have been ignored.i need to know how much the unit sold for and the information of who bought the unit . Thankyou

• Initial Complaint

  Date:10/23/2024

  Type:Billing 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.

  ***See attached document for copy of Gmail***

  Customer Answer

  Date: 10/23/2024

  I acquired the storage unit in May of 2024. The following month of June was free due to the move in promotion they had at that time. I then payed for July. I fell in to a financial hardship and became delinquent on my payments and my unit will be auctioned on November ******* unless the required fees due are paid. According to the disclosure in the email sent from CubeSmart. The amount needed to be paid to suffice the auctioning of my unit(shown in A), and the total amount due to bring all accrues to current (shown in D), are 2 different amounts. The email states to pay the amount in "A". I went and spoke with the manager of the facility who argued with me and said the full amount in "D" was due and that's all they would accept. I want a explanation about the $100 lien fee applied to my account also. I'm very unhappy with the service they provide and I will be discontinuing my business with them immediately upon paying what's due. I will not recommend their facilities to anyone in the future.

  Customer Answer

  Date: 11/24/2024

  The company has since compromised with me and we've come to a agreement. So I consider the complaint and issue resolved.

• Initial Complaint

  Date:10/22/2024

  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.

  I am two months behind in my rental fees. They are charging me $30 late fee on rent that is only 160. I was told rental late fees can't be more than 10% of the rent. And a additional 120 lien fee because they said the state charges them $120 for them to put a lien on my property but I am not facing a auction until January 2025. How does that make any sense. I asked for proof and I'm only 2 months behind. I have been 2 months behind before and never had to pay a extra $120. It is stopping me from getting my storage out of the negative.

  Customer Answer

  Date: 11/17/2024

  I have called twice and requested to speak to the district manager about my bill. I have wanted to know I have not received a break of my bill describing why I am being charged the extra $120. Instead it is just added to my bill. I pay $160 a month and I am being charged 2 additional $30 late fee on top of $ 120 for what. Can I please get a detail description bill. I also cannot pay my bill on line. It says I have to come in. I had foot surgery. I cannot pay half the bill. I have to pay all. I tried to pay my bill when it was 2 months but the district manager never called me. I wanted to see if I could pay over the phone and make arrangements to have my things removed. I never got the callback I was promised. It is like they want procession of my property because they are ignoring all my attempts of contact. My phone # is ************

• Initial Complaint

  Date:10/21/2024

  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.

  My family rents a climate controlled unit (F638) at the Cubesmart location at ************************************. On Saturday, October 12, 2024 we went to the unit to clear out somethings and organize stuff for our move next month. When we walked into the building, it was extremely warm and there was a terrible smell in the air. We opened our unit to find dead rats, lots of rat pellets and strong ammonia odor from rat pee. ****** came back, looked at our unit, and said there was a rat infestation in this building because another tenant who stored MREs there. She stated she did not feel like it was necessary because they did not think the rats went anywhere else so no tenants were notified of infestation.I also phoned customer service to alert them of the situation. I spoke with **** and he said he would escalate this matter and I would be hearing from a district manager regarding this matter and possible compensation.All my stuff was unsalvageable, the rats pooped, peed, chewed and died in every bin. We had on gloves and masks but the smell from the rat pee had our eyes burning and we had to take several breaks. The smell is rampant and coming from other units nearby as well. After clearing the unit out I went to front office to let ****** know to terminate my lease. At around 5pm on Saturday, October 12, 2024, ****** sends an email stating there was food in my storage unit and this violated lease agreement. She attached pictures with one crumbled Cheetos and a cheese stick wrapping.I then phoned customer service again and spoke with ***. She apologized for the situation, said she would send more notes and she proceeded to give me the case number (Case number ******* on 10/12/2024) then name, and phone number of the district manager (******-************). i spoke with ****** on sunday but I have not heard back from him yet. I probably have paid over $25,000 in rental fees to them and I had approximately $10,000 worth of the goods in that unit.

• Initial Complaint

  Date:10/15/2024

  Type:Billing 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.

  I have four storage units at this facility and I have been charged for 5 for the last three months After discovering this I engaged in a lengthy, robust disccussion regarding the matter and looking to have the issue resolved I have been sent to numerous people in the company, being promised that someone one from managment would get back to me. It has been a week and no one has contacted me as of yet. My account is continually being debit after I tried to put a stop to it. As a result the account is over drawn and as recently as last night 10/14 the company attempted to debit my account for another $528.40 and was declined for insuffecient funds.Inaddition as stated the overpayment of a unit that I have never occupied I am still being charged for. I need help!

  Customer Answer

  Date: 10/30/2024

  Please be aware most of my complaint has been resolved.

  What remains the early debits. from my account and what I consider poor customer service with the run around from person to person in management

  Thank you for your support

  ******* ******

• Initial Complaint

  Date:10/15/2024

  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 a storage at this location. The storage sent out an email on 9/30 saying the storage is temporarily closed and no one is able to access the location. It is now 10/14 and no one is still able to get into there storage. I have called several times and they keep saying the power is out and no one is still able to access the storages. She also stated they dont have a date as to when GA Power will be able to come and get the power on. I have important things in my storage that I need to get out. I was looking at the local news and on October 9th a man was arrested for breaking into several of the storages. This is not right. I am paying to have my things stored and now I cant even get into it when I need to. I had a very important meeting I needed to attend but couldnt because I needed some things out of my storage. This is wrong and the company should pay for this. This is very unprofessional.

• Initial Complaint

  Date:10/13/2024

  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.

  Ive been there four years and I asked him nicely to notify me because theyre changing all the doors and I have a 5 x 8 trailer and a 2020 Can-Am that cost $13,000 They never notified me, so I just went over there and redoing my balcony. I had stuff to put in storage and I wanted to take my dog out for a ride on my ATV because I just built the *** crate for mt dog to go on the back of my ATV took me all summer and I wanted to take her out, so I get over there and the ************* changed the door. I have no key ?? I couldnt get in , wasted **************** Im really f****** ****** off. I want them investigated and I want to know why they didnt contact me I f****** pay their salaries!! , and I gonna go over there and give them h*** tomorrow !!!

  Customer Answer

  Date: 10/18/2024

  I did speak to them. I overreacted a little bit because I have $13,000 in that storage unit and I thought they had did it without me knowing and theyve had break-in so I was freaked out but when I talk to them, they didnt cut my lock and they had security there and nothing was damaged. I am moving out, but I dont wish to pursue anything against them Although their prices are too high. Thats why moving $174. Ive been there for years I fight them every year and get $10 off but Im moving to a unit same size much bigger as far as the area its only $98. 

• Initial Complaint

  Date:10/11/2024

  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.

  Storage renters have been unable to access our storage units since approximately 9/28/2024. Cubesmart has sent emails indicating the storage is inaccessible due to hurricane ******. However everyone else in *****, Ga has power. I feel that whatever their issue is has nothing to do with the hurricane. I need immediate access to my storage unit as I am moving on Friday, October 11th. I have called them several times to find out what they plan to do as a work around so that I have access but they dont offer any solutions. I asked them to get a generator so the it would power the door to give us access. But they havent done that either. All of my belongings are in that storage unit and I need it all to move. Please help!

• 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 ******* ******