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

  8361 E Broadway Blvd Tucson, AZ 85710-4007

• 

  CubeSmart Self Storage

  2220 Watson Way Vista, CA 92083-7924

• 

  CubeSmart

  2125 S Valentia St Denver, CO 80231-3390

• 

  CubeSmart Superstore

  201 Lake Ave Bristol, CT 06010-0424

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:08/09/2024

  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 had a unit with them for four years. I was behind on payments and called them on Wednesday August 7 to inform them I was making a payment on the 9th when I got paid. They blocked my online account. They auctioned off all of my stuff on the 8th.The auction rules clearly say that personal items like family photos and videos and legal documents should stay at the facility. They are not here. They destroy my photos. They destroyed my videos. They stole thousands of dollars from me. Then ********* at the office laughed oh well.

• Initial Complaint

  Date:08/08/2024

  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 received a notice from cubsmart on 8/19/2024 that my storage unit was found improperly secured on 6/12/2023. The notice stated that I was informed on 6/12/2023 of this problem. I received no email, written notice or phone call from cubsmart. I spoke with the district manager about this. He stated that in his notes he has that I was notified by the manager of this site. I asked for his phone records to show a call was made. I checked my phone records no call from cubsmart was made to my phone number. I was paying $193.00/month for a secured climate controlled unit. When I went to my unit I found a keypad door to the building propped open and the keypad door to the climate control area WIDE OPEN. I feel that cubsmart was negligent with their security and correspondence.

• Initial Complaint

  Date:08/05/2024

  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.

  On 6/4/24 HRA sent CubeSmart a check for $790.92 CubeSmart had not received the payment so after some time waiting for the payment they suggested I ask HRA to reissue the check. *** says the check was cashed by CubeSmart on 6/18/24 so they cannot reissue the check. HRA will also not issue any additional amount owed because there are now additional fees due. The CubeSmart invoice today of $1373.92 includes the $790.92 which *** says has already been paid. CubeSmart will not revise the invoice because they say they have no record of the payment. Both HRA and CubeSmart are telling me that the other company needs to track down the missing check. In the meantime the auction date is approaching next week. I would also like to make note that this missing payment happened in the middle of my moving out of the CubeSmart storage in ******** into a storage unit in ****** which is closer to my temporary housing and is within the guidelines of what HRA pays for storage. I was able to get some help moving out of CubeSmart but was only able to move 1/2 of my items before I was locked out of access and left unable to complete moving the balance of my items. All due to the missing check.

• Initial Complaint

  Date:08/03/2024

  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.

  About an hour ago I visited Cubesmart - **********************************************************************. The site agent was unprofessional and dreadful beyond words. Upon arrival there were two renters discussing both of their units being burgarlized (one of them believing it was an inside job conducted by a Cubesmart employee). This was shocking news. We continued to talk which was an evident aggravation to the site employee (******) who turned to me in the nastiest tone and said "Well you don't have to rent here! Its ok". I was flabbergasted trying to understand why an employee would take such an offense to customers talking about their experiences. I decided at that moment I shouldn't rent there but instead get the Regional Directors info to relay my experience. I was denied that info. Things calmed down a bit so I decided to go ahead and rent despite hearing about a burgulary, hearing about it being an inside job, and dealing with a site agent who clearly has not been trained on how to deal with customers in "all" situations or how to refrain from teeth sucking, rolling eyes, calling people on her cell phone discussing customers (myself) while I'm standing in the room and worse making suggestive eye contact with other customers provoking involvement of others who are not material to what is happening (the old let's get somebody to fight her with me "playground behavior"). Managers should have experience listening, understanding, diffusing and de-escalating. Managers also should not be the "source" of contention.When I decided to rent I was asked for my ID. I presented my passport. The amount of time the site agent had my passport is suspect. I truly believe she was recording my passport info for some fradulent use possibly. I left but after thought the handling of my passport, being treated very rudely as a new customer coupled with the burglary complaints I do not want to do business with this company. There are too many options to patronize a place like this.

• Initial Complaint

  Date:08/02/2024

  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.

  I am formally complaining about CubeSmart's unfair pricing practices. As a loyal customer since 2010 at the *******, ** location (#****, account #********, Ive always paid on time. Despite my long-term status, Ive faced repeated and unjustified price hikes. Currently, my rate has risen from $210 to $245 per month for an 8x10 indoor unit, which holds the remaining possessions of my parents. This is the latest of many price hikes, with little to no notice or warning.What aggravates the situation is that CubeSmart offers significantly lower rates to new customers. This discrepancy was confirmed through their website and customer service, indicating a discriminatory practice against existing customers. My recent attempts to resolve this directly with the Lombard location and customer service have been unsuccessful and dismissive. They suggested that to lower my rate, Id need to vacate my unit, sign a new contract, and move to a different unit, which is impractical, or simply abandon the unit.Despite numerous calls and attempts to escalate the issue, including pleading with a district manager, they only offered to increase my rate from $210 to $230 instead of $245. CubeSmarts focus on maximizing revenue at the expense of existing customers is clear, as new customers can pay significantly less for the same unit.Given my financial situation due to medical issues (cancer survivor), and lack of any family support, this situation is untenable. Ive discovered CubeSmarts low BBB rating and numerous complaints about similar issues, indicating a pattern of predatory pricing practices.I request the following resolutions:1. Rollback of recent price increases.2. Adjustment of my monthly rental fee to match new customer rates.3. Commitment to fair pricing practices for all customers.I hope the ******************** can mediate this issue to achieve a fair resolution. PLEASE SEE SUPPORTING DOCUMENT FOR MORE DETAILED INFORMATION. Please, please help me.

• Initial Complaint

  Date:08/01/2024

  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.

  I have been storing items at this establishment for over a year. When I originally became a customer, I had no issues with management even when I had fallen behind with a payment. However, the current in store manager is not trustworthy and I would like to retrieve my belongings from the unit.

• Initial Complaint

  Date:07/30/2024

  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.

  Went in to local Cube Smart, where I have been a customer. I had a friend with me who I am helping to get her and children out of an abusive domestic situation. I was trying to see what would be cheaper for her to just get a storage on her own, or I get a bigger storage and put her stuff in with mine. She doesn't have much so cheaper was going to be better option. I thought existing customers would get better deals, but when lady said oh no the deals are only for new customers. I said ok well then perfect she will get it in her own name. The lady right away said oh no, she won't get the new customer prices, cause you both came in together. I said yes but it's her stuff. She said, ohhh no I know yall are together, and I can't go against company policy. We are not together, I am simply referring her to the establishment to get a storage. To help get her and her children out of a bad situation. So basically because 2 women walked in, and yes I have short hair and am a lesbian, right away we are a couple and are trying to get one over on them. Felt very discriminated. So we left and took her down the street and got her, her own storage in her name. Being that I had just paid the month, I tried contacting them so they could pro rate for the days I was there, and would have moved my stuff out that evening. But I got one phone call back where the guy was rude, completely backing up the woman and was suppose to be waiting on someone higher up and never got a phone call back!!! This incident happened on July 23, 2024.

• Initial Complaint

  Date:07/30/2024

  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.

  We have paid on a unit we have had for over a year some things happened we got behind fee was paid that was the beginning of no access to the unit we have a lien right now because we have paid all late payments for 6 months and no access I now found out and was confirmed by the regional manager who has been zero help to my father that the storages are being inventoried when the locks get cut this is when people are complaining that items are disappearing and I didn't realize this until I was in another unit and.my.collectibles that have been boxed up for years were throughout my unit without their box now we have paid a lot of money and ****** has given zero care about our concerns or communication she wants more money and what feels like more time to go through my unit but after reaching out on line my concerns I have found that more people are reaching out and sharing this same concern or that their units have been gone through they also over lap monthly bills and make it harder for you to be able to catch up so if your late June 10th it doesn't matter if you try to catch up because July's payment is put on top of it also they are throwing some unheard of late fees unlike all.other facilities which are in the excess of 80 to 120 plus fees vs other facilities which are 15 I don't mind catching up this last bill but I have not been compensated for the 6 months of no access to the unit and I don't think I am out of line when the issue should have been handled in the first 2 weeks

• Initial Complaint

  Date:07/26/2024

  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.

  October, 2023 rented storage unit D113 Was $144.00 a month for climate control...signs on outside says security 24/7 I know I was in my storage unit in May, 2024. Not sure about entry punches in June until Saturday and office was closed...no phone numbers on door worked to get any security. When I unlocked my unit I noticed clothes hanging from rafters...all boxes and totes were gone through and rearranged. Police came...there were 2 other customers that told us their units were gone through also by climbing over top. Monday I called and talked to **** who has worked there since April. She said no one else reported anything and they were working on the ac that morning...which I found out from other customers it never works. It's like 86 and stifling. Even police officerment mentioned how bad it always is.I drove to Cubesmart to speak wit **** personally to get my punches and see security footage. She had not had time and when she looked at footage...there are no cameras over my unit or down my hallway...and ac guys had left and still hot inside.Spoke to ***** the DM when she called me back. She mentioned she has spoken to owner many times regarding the high humidity and temp as complaints to be addressed.I started taking the clothes out that the thieves did not take so get them from molding...still **** said I am the only one who has said anything..I said could you please contact the units on the sides of me to see if any of my stuff thrown over top could of been left in their units..**** said they do not do that.I have spoken to ***************** DVP twice ************ I have reported to FTC bc my parents paperwork and Death papers were gone thru.I have mentioned to everyone I have talked to ... these people had to of neen in my unit for hours going thru everything and repacking and moving things differently than I had put them. Also there is NO overhead lighting if you don't open the door for hallway lights or use a flashlight. Blk zipcords found everywhere

• Initial Complaint

  Date:07/26/2024

  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.

  This door has been broken for years, they have given numerous excuses to get the front roll up door fixed. I have no easy access to my unit and it makes the facility extremely hot. They also have an unusable lift and it's difficult for me to bring things inside when the front roll up door is broken. That door needs to be fixed immediately.