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

  2125 S Valentia St Denver, CO 80231-3390

• 

  CubeSmart

  6150 Leetsdale Dr Denver, CO 80224-3214

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:09/20/2024

  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.

  Website: ********************************* Auction ID: ******* I purchased a storage auction, totaling a cost of nearly $600. The auction was not as described and was staged. This company was deceptive and either placed an expensive box front and center in the pictures, or purposefully lacked pictures of the item in question when posting the auction online. This unit showed 1 expensive piece of music equipment in the front. Online, it was hard to tell if it was opened or what might be inside of the box. In person, it was obvious as the box was wide open and toys were spilling out. Pictures of this could have easily been provided as to not intentionally deceive potential buyers. If not for this 1 box, this unit would have likely sold for less than $100. Cubesmart as a whole has been awful with customer service and refuse to provide any real help. In any other business, this would be considered false advertising or a downright scam. I attempted to get help from the local business, but they claimed they cannot provide any and will need to contact higher-**** I have not been able to have any direct contact with anyone who can actually help resolve this situation. As a compromise, I offered for them to keep the cleaning depost ($100) as well as I would be willing to clean the unit out for free so the employees did not have to. Even a partial refund would have been sufficient in this case, but as I cannot contact anyone of authority, any options are off the table. They have definitely lost my business permanently if this cannot be resolved. I would highly advise anyone looking to rent a storage unit or purchase an auction from them to be very cautious. Other companies, such as Extra Space Storage, are much more facilitating and reliable when it comes to their auctions as well as customer service.

• Initial Complaint

  Date:09/17/2024

  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 - ****** # ************ Manager : **** ******************************************* Account paid in full # ********** I rent a storage unit at this location and due to some road damage in the front of the facility, they're not allowing me to enter on foot and recover my belongs needed for Work . I pay monthly to store stuff related to my business and in order to conduct my business I need to access things I have in the storage unit, again Im paid in full . Its been 2 ********* have contacted the manager **** and asked for him to meet me and allow me to walk in with my own dolly to get the things I need to conduct my business and he told me it's closed to the public until further notice .. no one is on site and the gate now has no trespassing signs up and a big padlock . I cant be out of work because of CubeSmart's issues I am a paying customer trying to conduct business. I have called several times , even called and left messages at their corporate office and no response. I don't want to escalate the situation but I need to know how I can access my unit to retrieve my belongs , everyday I can't access my belongs is a day out of work and I financially can't miss anymore work

• Initial Complaint

  Date:09/11/2024

  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.

  ******* with this company my account went past due . A partial Arrangement was made on the account.I called in to make the payment ***** the manager first wrote down my credit card information without my consent.. she then tells me my payment declined due to security reasons.I contacted my bank while still on line with ***** . My banks states that she never even attempted to get authorization and the card had no been ran . I go back on the phone and gives her the information my bank gave me .I then hear her typing in my card info.I asked her why she had written down all my credit card information and not actually submitted the payment as well as why did she give me a false statement as to the card declining.She gave me a very unacceptable *********** an attempt for my payment to not post in time was my only logical reason. I then contact her manager and explained the situation he stated he had no idea why she wrote down and collected my personal credit card information.He started he would speak to her , as of today there has been no response to why my credit information was wrote down without my expressed ********** well payment made should have been credit towards my storage fees instead, my payment was only credited towards the propertys administration fees and lates , which is not what I specified the payment for .these are fees imposed by the property management and could have easily been waived off . Instead of allocating my payment towards services ..my payment went towards cubesmart only .I would like an investigation into all of the above claims on my behalf and a resolution.

• Initial Complaint

  Date:09/06/2024

  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.

  My storage unit was broken into and vandalized at the ****************** sometime last month. I had not been to the storage unit in a few weeks, so I do not know how long it has been since the unit was broken into but there was broken glass coming from inside the unit to out in front of the unit near the staircase. It seems like the staff does not go into the buildings or they would have seen the broken lock and shattered glass in front of my unit. The doors to the buildings appear to have locks but I have never seen those doors locked. I asked to see the camera footage and was told the cameras did not work. As cameras are the only form of security, that is unacceptable. When I told management about my storage unit being broken into, I asked them to put a new lock on the unit since mine was cut and they said "yes, we will put a Red lock on the unit and then I will go over there and look at your unit". Four days later I returned to the facility and my unit had been unlocked the entire time I was out of town so that tells me they never went to look at my unit and did not care to put a new lock on it after they told me they would twice. The substitute manager who was there that day went into the office and brought out a new lock for me to put on my unit. This is unacceptable! I also noticed the lock that was given to me when I moved in was different from all the other locks the other units had so that makes me think that was done purposely. this was a horrible experience as I ten thousand dollars in property and priceless items that had been passed on to me. A little effort in security could have prevented this burglary. this place is the worst.The website says "24 hour video recording" but somehow the cameras suddenly do not *************** did not seem to care at all.

• Initial Complaint

  Date:09/03/2024

  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 rented storage from CubeSMart March 1st 2024. I went to my storage april and everything was ok. I AM ON THE SECOND *****. I WENT BACK IN MAY AND THE WINDOW ON THE DOOR TO GO UPSTAIRS WAS BROKEN. WHEN I OPEN THE DOOR THE SMELL WAS HORRIBLE. IT WAS URINE SMELL. THERE WAS CLOTHES ON THE ***** DOWNSTAIRS AND THERE WAS ALSO CIGARETTES ALL OVER. I WAS AFRAID TO GO TO MY STIORAGE. I WENT TO THE OFFICE AND THE MANAGER WAS SITTING AT THE COMPUTER SCRATCHING HER LEGS AND ANOTHER MAN IN THE OFFICE AND SHE SAID SHE WOULD LOOK INTO IT. I CAME HOME AND CALL CORPORATE AND THEY SAID THEY WILL TAKE CARE OF IT. I WENT BACK 2 WEEKS LATER AND THERE WAS HOMELESS PEOPLE LIVING DOWN STAIRS IN MY STORAGE, II CALLED CORPORATE 5 TIMES AND NOTHING WAS DONE, THEY ALWAYS SAID THEY WOULD TAKE CARE OF IT. EVERY TIME I WENT BACK I COULD NOT GO TO MY STORAGE.ON AUGUST 26, 2024 MANAGEMENT CALLED AND ASKED IT IF HAD MOVED, I TOLD HER NO, SHE SAID WELL IT GOT BROKEN INTO. SO I CALLED MY SON AND HE WENT WITH ME AND THEY STOLE EVERYTHING, AND LEFT BOXES SCATTERERED AND TOOK EVERYTHING THAT WAS VALUABLE, TV, COMPUTER, ANTIQUE CHAIR, TOASTER OVEN, TABLES, AND A LOT MORE. MY MEMORIES THAT ARE GOING FOREVER. MY UNIT NUMBER IS 738

• Initial Complaint

  Date:09/03/2024

  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 purchased a unit that was auctioned off by cubesmart. Upon arriving to pay for the unit the desk clerk asked me on camera if I had ever been scammed which was odd and he claimed that he asked every auction customer this. I payed the facility $1576 cash. As I enter the unit I noticed that things were arranged different in the pics that were provided on the auction site and also everything had stickers stating defective/returned most of which had been somewhat peeled off but left behind. Everything was being recorded. The manager admitted to walking inside the unit to get pics which their policies clearly states they cannot step pass the threshold. The management stated that they been going inside for nine years and no one ever complains. I immediately contacted management about the things wrong and was asked to leave the property without being allowed to collect property nor receive a refund. The facility called police and asked that I be trespassed. I also paid a two hundred dollar cleaning fee for 72 hours of clearing the unit. I was trespassed within one hour of arrival. They relocked the unit deactivated my gate code and told me they refuse to speak to me and I will be hearing from the regional manager. I traveled 4 hours in a uhaul spent a total of $1879.10 only to b scammed and left with nothing. I recorded everything. They told me according to policies they cannot leave my unit unlocked and once I left the facility they were under the impression I was not coming back when I only left the property only because of threat of of being jailed for trespassing. The desk clerked even informed me that some just happened to let the facility have a unit full of as the description claims new items. This unit was not a lien unit but a ****** special set up and sold by the manager who so happens to stay on site in a apartment. Nothing was new as the description stated. Thins were listed in the description that were buried in the bottom of boxes.. she went inside the unit.

• Initial Complaint

  Date:09/02/2024

  Type:Service or Repair 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.

  Constantly harassed by these people over being barely late. ***** broken leaving property at risk. Daughter was scratched deeply on gate. **** customer service. Paid for the whole month on Friday plus last month. Moved items on Saturday leaving a refund due. The *** would rather argue and obviously can't count days. They are so disagreeable and tell so many different stories that I've gotten irritated back. Bugs were on my things. Door to unit ***laced without any prior notice and dirt blown all over my property. Aggravated. I moved my things I just want my refund.

• Initial Complaint

  Date:08/26/2024

  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.

  CubeSmart failed to maintain its premises resulting in water damage to my property. They failed to disclose a sprinkler issue that occurred Jan 10, 2023. The were issue a non-compliance notice on Jan 12, 2023. While CubeSmart does not insure items stored in their storage units they do have a legal duty to maintain its premises. The failure to maintain an appropriate climate-controlled environment and to notify me of a water intrusion/event directly violates this contractual obligation. In addition to the aforementioned breach, the lack of cooperation from the general manager at CubeSmart Self Storage Norcross, ** during the investigation hindered and hampered the claim process creating an unfavorable and inaccurate outcome and further complicating the resolution my claim.They failed their ****************************************** inspection conducted by Cintas on 02/28/24. On March 13, 2024, I filed a complaint with the **************************************************** Safety against CubeSmart - ********, GA for violating Code NFPA 25. I requested a fire re-inspection. The fire marshal issued CubeSmart, Norcross a Notice of Non-Compliance on April 3, 2024. CubeSmart, ******** received a citation on April 9, 2024 issued by the Fire Captain. They appeared in court on April 23, 2024, where they were found guilty of Violation of Fire Code (*****) and fined as a result.

• Initial Complaint

  Date:08/22/2024

  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 have been a customer since Feb 2024 and recently sent a check in the amount for the balance due that included all past month's rental amount plus an additional lien fee. The balance owed, according to the CubeSmart App, was $620, and the check was sent by my bank directly to Cube Smart in **************** 0516.Upon receiving the check, the facility refused to accept my payment because it did not include the amount for a new lock fee. I requested that my check be accepted and the new lock fee be included with the next monthly statement because the amount listed in the CubeSmart App did not include that fee with my balance owed. I have until Sept 15th to make payment before my unit goes up for auction, for which I have attempted to make payment and was denied and the store manager said that she will be mailing the check to the address on the check (which I have no idea what the address is).The resolution I would like to see is that the auctioning of my unit is stopped immediately and that the check sent out be accepted with the "new lock fee" added to next month's billing statement.

• Initial Complaint

  Date:08/20/2024

  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 have been waiting on the company to resolve the issue of my unit damaged by rodents and roaches while I pay for insurance. They have been through seven different store managers and nobody will resolve the issue that occured back on 05/13/23. Since then they have given me the run around even tried selling my unit and refuse to resolve the issue of my damaged unit and then because of their mismanagement and credit corrections they're saying they will not do anything about my loss besides allow me to move out of the unit I've been paying each month for a unresolved issue that they refuse to rectify. done spoke with corporate and still have not received a resolution besides the run around. I feel like they're running a scam on the customers.