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

  3265 E Speedway Blvd Tucson, AZ 85716-3933

• 

  CubeSmart

  2855 S Pantano Rd Tucson, AZ 85730-1141

• 

  U-Store-It

  3955 E 29th St Tucson, AZ 85711-6101

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:10/01/2024

  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.

  In 2023 I rented a storage unit from their facility at *************************************************************************** Upon talking to ******* I was told he had only climate controlled units available at a higher price because they had flooding and most of the storage units had been taken offline while they did repairs. I wasnt interested at that point. He said you can put your items in the climate controlled area at the same rate and once repairs are finished you can transfer to a non climate controlled unit once the work is completed. He also said check on your unit periodically cause they have a customer whose items got wet and her account is on an auto payment and its sitting there and they have no way to reach her. This scared me but he assured me its safe to rent there and I did. Fast forward a year later and this facility flooded damaging all of my stored items. When I questioned him about my items being damaged he claims they never flooded in the units before just the street. This is not true per our initial conversation. I went on ****** reviews and 7 years ago someone left a review about flood damage. Had I known this is and would be a ongoing problem I would have taken my business elsewhere!!! Honesty is of the utmost importance especially when storing something of someone. I didnt have much but all of my belongings are there that I can NEVER get back or recover!! I called the toll free number and was assured their district mgr would call me. No one ever did!! As for him saying we never had that conversation my boyfriend was with me and heard it. Im moving my items out of there this month and I want the fees I paid for the year I stored my stuff there!! Going forward please be honest and let them know your facility is prone to flood. Ill attach one of the many complaints in a link for the business

• Initial Complaint

  Date:10/01/2024

  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.

  Started original contract for a storage unit with cube smart on 2/2022 for $266mo. Have maintained necessary unit for over 2.5 years now and cube smart continues to keep increasing into price to currently $419 A MONTH-over $150 monthly increase! Have tried calling multiple times the local office and corporate office to discuss why the increase is taking place and they just say its their policy. I have received no additional services or perks for the unit despite the increase. If I were to start a new contract at same Location, same size unit, the current rate is approx $200monthly. When I suggested starting a new contract to receive the fair market value contract price, I was told I would have to remove all Items from the unit and get a new one, which would be very time consuming and another financial burden as I would need to Hire movers. The employee on the phone also told me they would just keep continuing to increase the rate once I started a new contract because thats their policy. I truly believe they are taking advantage of people (myself) by increasing the rate significantly once their items are stored. I understand a slight increase over two years due to inflation, but $150 A MONTH seems outrageous and unjust. I am looking for a billing adjustment/reduction/reimbursement until i can find another place to store the items at a place that wont severely price gauge. I have NEVER missed a payment in over two years. Im attaching evidence of payment increases over the years and can provide the 30+months of proof of payment of needed.

• Initial Complaint

  Date:09/28/2024

  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.

  CubeSmart advertises as a "a climate controlled storage facility'. However, there appears to be a HVAC issue whereas, there is incredible high humidity! Today. 9/28/2024, open visiting the facility to retrieve furniture and personal items, they were all covered in mold!! Our site is located at ********************************************* Store#****... our unit# **** beginning g on 10/20/2023. When we signed the agreement. we added their insurance with ********************** plan and it is in effect at this time. The mold is so bad, we are losing everything!! It appears from reviewing past complaints, their business model is not in keeping with their advertising. Based on the past complaints I am anticipating major push-back. My wife is a two time cancer survivor and we are on a fixed income. Looking for assistance in getting our issue taken seriously and a resolution. Regards *****(and ***** *****

• Initial Complaint

  Date:09/27/2024

  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.

  Cubesmart ******, **. This companies billing cycle is rigged so you often end up paying extra fees per month. Their units and customer service are terrible. Their associates lie, scheme, dont answer their phone and dont call you back. Their units are not secure, mine has been covered in debris from outside, dirt, leaves, sticks, plenty of bugs etc. and mold. I read many complaints on ****** reviews saying the same things. One person said a few months ago she discovered animals getting in and out of her unit. They are charging $300.00-$400.00 per month for this, continue to raise their prices drastically for loyal customers, and none of them care. I was told today that they cut my personal lock off 8/20/24 when Ive been speaking to them every week since August and told them I was moving and would be paid up by 9/2/24. Now they want me to pay for a new lock when they cut that one for no reason, and extra fees. This is all terrible, bad business.

• Initial Complaint

  Date:09/26/2024

  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.

  On Sept 14, 2024 I completed an online reservation for a storage unit for this location which I paid for. The next day Sunday as I was storing my belongings it registered that I didnt see the lock to lock up my unit after storage. I called onsite, as well as customer service. I informed them I would go purchase my own lock which I did, and take that off of my bill. I get back there; and a lock is on there. I havent been back to the unit since that day. Yesterday September 26, 2024 I began calling at 9am at which time they supposedly open to coordinate getting access to my unit. All day on couldnt reach anyone. At 5:50 pm which they close at 6pm someone from that location calls me. I state my concerns. They claim a lock was in there and they someone must have gotten it even though a zip tie was on it. If that was the case, then neither me, or my belongings are safe. This individual continued to attempt to justify me not getting into my unit, at which point I hung up. After my initial encounter, repeated misrepresentations, no one responding onsite from 9am-5:50pm; I still havent moved forward with access to a unit which this location provides online access to. It has created a huge burden for me. Thats why I initially attempted to call before going there based on my first responses and no lock the day before.

• Initial Complaint

  Date:09/26/2024

  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 is a partial message I sent to the Corporate requesting a response/ assistance with no response. I also spoke with 2 employees in person & requested the General Manager to assist. I received 1 call while at work, then called back, and left a message. I never received a call back after that. I rent several units at the Cubesmart location on ******************* in ******, **. B110, A418, and A805. This Email is regarding unit A805 I have had this unit for over 6 years. I have paid this unit diligently without question every single month up until this September. I have an automatic payment Set up for convenience. I received the notification on September 2nd regarding a past due bill. To my surprise I was on unshore why the payment hadn't gone through. I later spoke with the ***resentative over the phone who informed me that my card had expired on file. I offered to update the card over the phone so the payment can be processed and the *** stated I would need to come into the location as they were not able to take it over the phone. That policy may have changed because in the past I was able to do that however I went in to make the update after work as I work out if town. I was informed during that visit that a 20% late charge had been added to my bill. I was already made aware that an annual increase was on the Sept. **** now I'm faced with a 20% charge on top of that.I asked the ***resentative how is it that I'm being charged with a late fee when I was never notified prior to the due date that my card was expired. Had I received a notification I would have came in, and updated the card prior to the payment draft. I wouldn't have been charged by default. What disturbs me the most is that I didnt have the capability of paying my bill because the facility will not allow for me to pay it without automatically paying the late fee. I shouldn't be responsible to pay a fee because This is not a case of insufficient funds or a client that is opting not to pay.

• Initial Complaint

  Date:09/25/2024

  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 been trying to retrieve my items for over a month. August 2024 I went to pick up my belongings from the storage unit when I arrived there was a note on the elevator stating the elevator was broken. After paying approximately ninety dollars per month I was not about to even attempt to carry boxes down stairs by myself, I thought the elevators would be operable in a few days. However, to my knowledge the elevators are still broken and I have now misplaced the keys to the unit, it's cylinder lock. The entire management from in store to area management are very childish! Someone from management called last month regarding my items, I missed the called and he left a voicemail message with no contact information. It is September 2024, I still haven't received my belongings from the unit, I have not heard from management regarding the day and time in which they're available to open the unit and I am not paying this month storage rent. I should not have to file a complaint in court for me to be able to retrieve my belongings, however, if it is necessary then I will.

• Initial Complaint

  Date:09/25/2024

  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 canceled my unit 3120 on Wednesday 18th.I Spoke with ***** (property manager) Thursday the 19th. He stated that his manager said I needed to return the lock to get my full refund. I took him the lock the same day Thursday 19th 2024.Called back to inquire about my refund and why it had not been returned? ***** proceeded to say I see its pending, its red tape, going through this person and that person. It its the following week now and before I file a complaint with BBB I am asked that the pending ends by close of business today and my entire refund post completely to my account $68.26 For unit 3120 at **************************************** This morning 9/25/20224 I received an email talking about my new bill is due. So either ***** is telling lies or his boss is lying to him. But their lock was promptly turned and I have gone so far as to reach out to corporate with No response or return of my money.

• Initial Complaint

  Date:09/24/2024

  Type:Facilities 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.

  We rented a climate-controlled unit on 4/4/2022 with a protection plan up to $2,000 to store all our business furniture. We went with this specific storage because it said on their website that their "Climate-controlled" units were specifically designed to store wood and fabric furniture long-term. I went to our unit in June 2024, and the unit was fine, you walked in and it smelled fine and the temperature was fine. I went back in July it was warmer and it smelled musty, I mentioned this to the manager on site and he said he would look into it. We went back in August as soon as you walked into the building you can smell mold and must and the majority of our items in our unit are covered in mold! We were told by on-site management the new owners changed the way they were keeping the temperature in the units than the previous. I spoke with ******** **** the district manager in this area from Cube Smart on Friday 9/20/24 and she said there wasn't an issue with their climate-controlled units, but they have put de-humidifiers in the units to try and rectify the issue, if there isn't a problem then why are de-humidifiers needed when they weren't before? I went there on Friday 9/20/24 to try and remove items to try and salvage them and there were NO de-humidifiers running or in the building I took a video to show this was not done as I was told. Also, the insurance company they suggested we use & paid for every month said that it doesn't cover "humidity caused damage" we rented a CLIMATE-CONTROLLED UNIT" Humidity ISN'T supposed to happen hence the meaning behind climate-controlled.This is also a health concern now because we have to clean out our storage unit breathing in moldy air. This has happened to MULTIPLE units within the last week or so, according to the ****** reviews that I saw when I went to write mine. We want Cube Smart to compensate us for our belongings that were ruined. I have more documents to attach, but reach maximum size.

  Customer Answer

  Date: 10/18/2024

  Good morning- I just wanted to let you know that I have come to an agreement with Cube Smart and we no longer need to proceed with our complaint.  Thank you. 

• Initial Complaint

  Date:09/23/2024

  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 name is *** ****. I have a storage F428 at Cubesmart in ********************************************************* I have been diagnosed with ********************, Diabetes, Post Concussion Syndrome and I am a Memory Disorders patient at UCLA Medical.I forget many things, what I did 5 seconds ago , and what I did today. My yesterday is someone's 2-3 weeks ago. I drop many things due to my Neorological issues and diabetes. I try to live my life as normal , but sometimes I can't. I was late in July but I thought I paid. Cubesmart may have called me in July or August, but with a Severe Memory issue , things get mixed up or forgotten. My intent was to pay August's late fee of $15, but I forgot I didn't pay July's, resulting in a Lien fee, of $100+I explained this with a proposal of Autopay.I pleaded with them, if you take off the Lien Fee , I promise to pay my missed rent and put my account on Autopay, to fix the memory problem. On Autopay that should solve the issue.But District Manager **** ***** refused and was EXTREMELY dismissive...they wanted NO PROOF or medical explanation.I begged to give them some record for extenuating circumstance explaining my Medical Condition. They DONT CARE.He then said, my Supervisor ******* ****** will say the same thing: NO!.