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

  1540 Altura Blvd Aurora, CO 80011-5714

• 

  CubeSmart

  5353 E County Line Rd Littleton, CO 80122-8109

• 

  CubeSmart

  4120 S Federal Blvd Englewood, CO 80110-4317

• 

  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:07/25/2024

  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 been customer at ******************************************* for ******** have continued payments on auto pymts. I have unit#****A top unit at ******************************************************* my complaint is that this unit was provided to me under the manager during this time and at this storage a ladder was provided to put items in storage. I have previous complaint about a year and half ago why the storaage unit doed not have the ladder anymore for the customer to get into top unit ********************** to get their personal items? I call today cubesmart today 7/24/24 to notify that my unit will be closed tomorrow 7/25/24 nd would need the moving ladder and/or ladder in general to remove my items; I was told by person named "*****" manager that a ladder could not be provided and to bring my own stepping stool. It does not state in the original contract if person renting top unit yo bring their own stepping stool or Ladder! However, my complaint is WHY RENT OUT TOP STORAGE UNITS IF NO LADDER WILL BE PROVIDED THEN DON'T RENT ANY TOP UNITS...They have been receiving my money as a loyal customer so why a Ladder cant be provided this is a problem not everyone has a "step stool or Ladder" so what I suppose to do buy because cubesmart does not provide one; This is not how a business should operate they suppose to provide the resource needed for customers to be able to empty the top unit of their items.

• Initial Complaint

  Date:07/24/2024

  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 a storage unit from cube smart, and was told by the CubeSmart employee, after I moved all of my things in (about 3 weeks from lease start date) that the whole first floor of units (including mine) is infested with rats, and that I should watch my stuff. The cubesmart employee told me that this is a known issue by management, they do not typically rent those units because of the rats, and the only reason we had a unit on the first level was because we booked it online. They said the rats have always been an issue as the first level is near a ************ and a dumpster. The rat infestation was made known to me (incidentally bc I wen to buy tape and the employee asked which cube I had) the day before I moved out of the state, so I had to urgently move my cube contents to a different unit at a different location, which cost me $1100. I have called cubesmart 6 times to inquire about a refund for the time I rented and coverage of moving costs and was told all 6 times that someone from management would call me, which they never did. Not only did I spend $1100 to move my cube, but I paid several weeks worth of rental cost for the unit that was infested with rats. After finally reaching an upper level cubesmart employee today and threatening legal action, I was told that cubesmart could offer me $50 but bc I had threatened legal action they could no longer talk to me.

• Initial Complaint

  Date:07/16/2024

  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 livid with your poor communication. I spoke with ***** who said she spoke with the district manager on 07/02, I owed $137.00. Its 7/16/2024 why would you put a lien on my unit and Im not even 30 days past due. You guys have really given me trouble over the last few months. Please forward this to the District manager because this treatment is beyond unacceptable. This shows I was paid through 6/23/24. Im going to file with the BBB and let them know that because I was quoted the wrong amount in June 0.60 has cause you to continue to send me incorrect information. This came from ***** to Jasmine. Called 6/21 was told to pay ****** so I took a money order of $165.00, a few days later 6/25 I was told that I was going to have a lien because I owed $0.60 cent. I took $1.00 to the office that evening. On 07/02/2024 I was told they couldnt process my payment because there was a new bill that cycled 06/24. I requested a manager because giving the wrong information to make me pay a lien amount is foul!!!!!! Unacceptable. ***** said on 07/02 that she spoke with the district manager and waived the fees. She said she would apply my payment of $166.00 and my balance would be $137.00. I know that was due June 24th so why is there a threat to sale my unit? Again I am NOT 30 days past due. This seems like price gouging to me. I will do my best to ensure that the governor of the state of ***** comes to know about this misconduct on the part of Cubesmart. I have been forced to find the time to come to the facility to pay the rental fees for my units in person.The false information continuously provided caused me to pay more and contiguous threat of the sale of my storage

• Initial Complaint

  Date:07/15/2024

  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.

  GOOD DAY. I HAVE A PUBLIC ASSISTANCE CASE, WITH THE *********** IN *********. EACH MONTH, HRA PAYS MY STORAGE BILL. FOR THE MONTH OF JULY 2024, A CHECK WAS ISSUED OUT, TO CUBESMART, FOR PAYMENT ON MY STORAGE IN THE AMOUNT OF $429. WHEN JULY 1, 2024 APPROACHED, I RECEIVED AN E-MAIL STATING THAT PAYMENT HAD NOT BEEN RECEIVED. I WENT TO THE *********** AGAIN, ON JULY 9, 2024, TO ISSUE THE BILL OF NON-PAYMENT. WHILE I WAS THERE, ONE OF THE WORKERS AND I WERE ON THE PHONE WITH ***** FROM CUBESMART TO GET THE ISSUE RESOLVED. ***** CLAIMS THAT THEY DID NOT RECEIVE PAYMENT. ON HRA'S END, A CHECK IN THE AMOUNT OF $429 WAS ISSUED, TO CUBESMART AND ACCORDING TO HRA'S RECORDS, WHICH ARE ATTACHED, THE CHECK WAS CASHED ON JULY 4, 2024, WHICH WAS STATED TO *****. SHE SAYS THAT SHE HAS NO RECORD, ON CUBESMARTS END, THAT A CHECK WAS CASHED ON THAT DAY. AS OF TODAY, JULY 15, 2024, PAYMENT HAS NOT BEEN RECEIVED. ONCE CUBESMART RECEIVES THE CHECK, FROM HRA, THEY ARE COMMITTED TO CASHING IT AGAINST THE **** THAT NEEDS TO BE PAID. CUBESMART HAS NEVER REACHED OUT TO HRA, IN REGARD'S TO THESE MATTERS. HOW CAN A CHECK HAVE BEEN CASHED ON JULY 4 2024, WHEN THAT DAY IS A FEDERAL HOLIDAY AND ALL BANKS WERE CLOSED? I WOULD LIKE TO HAVE THIS MATTER LOOKED INTO, PLEASE.

• Initial Complaint

  Date:07/07/2024

  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 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 being stored. 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 30months of proof of payment of needed.

• Initial Complaint

  Date:07/05/2024

  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.

  On 6/11, I went to remove my items from storage and was advised by '****' that the elevator was broke so I wouldn't be able to use it. The situation got unprofessional so I left advising I was vacating the unit. I seen her as I left going to look at the items I had to leave and on the 25th of this month, Cube Smart charged me for another monthly rental. After a week of continued calls to corporate their general manager **** called to ask me if I had vacated the unit.Terrible service from day one but to continue to be put in situations that are unhealthy and detrimental to a person's mental health is unbelievable. They kept my stuff and are justified in taking money from my account? After I had to leave my stuff because I am only one person and had to get my stuff so I could return to ******* for medical care???Unbelievable!Why? When did service like this become appropriate. When can such a crooked company prevail? Do better, all of you.

• Initial Complaint

  Date:07/03/2024

  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 using CubeSmart since 2018. I am renting unit# *** on ****************************************** So on June 6th 2024, I made a payment online (on the CubeSmart website) for $242.33 (including $4.75 for online payment convenient fee) and received a receipt in the email. Fast forward on July 3rd, I received a email saying that there was autopay attempted by CubeSmart on my debit card for $499.91. I checked on my account on the ****************** website saying that I owe the $499.91, not the $237.58 for July. I called the office several times until I got a hold of **** and she was telling me that they didnt receive Junes rent; I said that was impossible because I can recall paying for Junes rent online. Well she couldnt be of any more help in the matter, as she kept saying that the only payment showing on her end was for **** I believe theres some issues with their system.

• Initial Complaint

  Date:07/03/2024

  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.

  ** is predatorily Marketing as convenient affordable storage yet disparately adding unconscionable stipulations to contracts . I attempted to pay on the 06/03 was unsuccessful ************** giving an error that my card wasnt activated despite me using my card for purchases elsewhere. When the manager reached out, I explained Id been trying to process payment &already was texting someone from their company whom I sent screenshots to .The rep was sarcastic stating that ** doesnt have problems w/ Mastercard &I needed to call whom I had already chatted w/. I told the ** rep, next time they called..if the system wouldnt accept my credit theyd have to wait til payday. They begin daily calls, vms, emails/text threatening a lien & administrative fee of 100 if it went beyond 30days w/ a pre lien status countdown. This is the 1st payment that wouldve been behind & late fee was applied. Their fee isnt the normal storage industry charge but a hefty 20% , which is only standard for residential leases. I tried to pay again this week& had same issues so I called yesterday & a rude lady stated CB doesnt accept partial payment. I intended to pay ****** past due. My lease begin on the 2nd &the future bill doesnt become past due until the 3rd. It shouldve been an option to pay either amount, Yet the ************** employee would only allow me to pay full bill w/new charges for upcoming month. No additional options &charging a $7 convenience fee to pay by phone &web. This is a monopoly& disparate treatment threatening liens but not providing diverse payment options. I have 12text 3emails &15 phone calls 6 voicemails from ** .I was fully prepared to pay ****** but cuz my bill is inaccurately reflecting past due355.06 premature by 1day I will be penalized. My disabled AA child is hospitalized w/ a dire need && I planned to pay the other $163 Fri. ********** should investigate ** for violating several fair-credit merchant *********************** contact laws. ********

• Initial Complaint

  Date:07/02/2024

  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.

  On June 25, 2024 I went to the storage property to pay on my account and check on my belongings to find that the building was closed due to being condemned and no access is allow to management or the public. I called the city of ********* along with the property management and no one has been in touch with me I left messages. A few days later a service Rep from the property calls me for a payment in which is $145.71 and explained if I don't pay I will keep getting fees charged to my account , now I don't have no way to get into the unit to see if my belongings are ok but I'm unffairly told I will be charged on going or my even lose my property I need to have some justice for this I just want to get my stuff out this storage please help.**********************************

  Customer Answer

  Date: 08/03/2024

  I have been contacted only to make a payment and no information was given to me about what is going on with the building repairs I have spoken once with the city of ********* inspector and he is the case manager he says the only thing that they are waiting on is for cube smart to contact them and let them know when the insurance company will start repairs until then the building remains condemned I feel the next step for me is to go to court 

• Initial Complaint

  Date:06/28/2024

  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.

  My storage unit is located at the above address. I received an email on June 14, 2024 indicating substantial damage occurred and no one would not be permitted to enter except by appointment. A follow up email sent June 21 stated that one could call the facility to schedule an appointment (an excerpt from cubesmart email) Starting June 22, 2024, we will be working with BMS CAT, LLC, (BMS), to obtain access to units. BMS will pull out salvageable items for customers to inspect. (included are screenshots of the email in its entirety). I have placed calls each day ( uploaded screenshot) beginning on Sunday and have sent an email ( also uploaded) to the facility located at that address and I have had no contact no return call no communication whatsoever. I am currently outside of the country and am anxious to return and salvage what can be and discard the remains. I have prepaid for my unit till April 18, 2025.