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:06/24/2024

  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.

  Customer Situation, I have been a customer since May 2020. I dont understand how my storage unit ***. Was sold!! Not proper communication in form of an email(s.) nor call(s.). ******* has always been a collector leaving me messages of past due balances. I received lien fee emails on my past unit 793A. No notices a auction notice email call, nothing. I logged into my customer portal, after receiving an email of a balance due. My unit ************************ assuming there was an issue. Contacted customer service yesterday 05-26-2024 several times. Requesting to speak with a regional supervisor. Was placed on hold several times by a customer service representative ***. Then I was disconnected 3xs, calls back connecting with ***, again. To finally being transferred to ***** I explained my current situation. Was told I should be receiving a returned call soon. He will be looking into the situation. I am so so disappointed with CubeSmart. Cant believe all my personal belongings have been sold. Without any proper documentation, emails , notices nothing!! Every company must go through the proper channels, procedures and laws. To come to a conclusion of just selling my personal property. I had $3,300 of personal property in that storage. For your company to just sell without any notice. For a balance of about $400. So disappointed with *******. I had just made a $507 payment of my 793A storage. Not giving him any reason after years of being a loyal customer since 2020. Yes, I had some issues with paying, but I always did. I need someone to look into my current situation. This is all unacceptable in so many ways. I am giving your company an opportunity to make this right. I will be removing my current remaining storage this week. Taking my business to some where else. After over 4 years, to be treated in this manner. CubeSmart make this right. I just lost my important personal belongings. ******************* doesnt return calls. Acc#********** Unit #*** Phone #**********

• Initial Complaint

  Date:06/24/2024

  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.

  Account number ********** unit ******** I am writing a dispute address the ongoing issues with the maintenance of units 16 and ******************************************* October 2023. It was agreed that the units would be painted and repaired doors for rental purposes; however, until June 20,02024 these tasks have yet to be completed. I took it upon myself to clean the units with the promise of receiving a credit, but to date, on June 20 2024, no such credit has been issued. Despite my continued complaints, the required repairs have not been carried out. As a result, some of my merchandise's wooden products have been damaged. The rental payments have been made each month, and because the issue was not addressed properly the rent was paid late, sometimes ( just to get your attention to the matter ) incurring a 20% late fee due to the unresolved issues with the units. The inability to properly open and close the doors has led to flooding within the premises, causing damage to the merchandise stored inside. I humbly request that immediate action be taken to rectify the situation by completing the necessary repairs to the units. Furthermore, I believe compensation is warranted for the poor service and unfulfilled promises made by the administration. I urge for prompt resolution of these matters to ensure the functionality and safety of the units going forward. Your prompt attention to this pressing matter is greatly appreciate

• Initial Complaint

  Date:06/24/2024

  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.

  Cube Smart Bought this storage unit about two months ago. Every since they bought this place they have been very rude to the paying customers. They will not answer phone calls or emails. Their is no one ever in the office. So how do you communicate with an business that does not care about customer service. Now this weekend we went to clean out our trailer and the gate code and gate remote does not work. This is not the first time this has happened. They keep raising their rates , they have raised it twice since they took over. I want to be able to access my rv. We are not late at all. So their is no reason for this. The problem is it is not just us. cube smart management does not care about customer service at all. And when you do finally get someone they are very rude. So how do these people stay in businesses, if they run all their customers off. Some of the customers we ran into just said that ********************** would not take their payment and they were about to auction their stuff out. This Cube smart Management needs to be investigated. And apparently I am not the only one who thinks so . They have many people here complaining on the bbb site. Please i want help with my account AND I want to warn everyone else about cube smart. This company is operating very s *****. Why would the not contact their customers of any changes being made. I have an business and i always contact my customers. I want ********************** to give us an phone number to *************** storage. someone is responsible for this place. I want the managers name and phone number and I want access to my rv. I want them to give everyone better service.

• Initial Complaint

  Date:06/20/2024

  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 been renting a storage unit at the CubeSmart on ************************************ since 6/23/24. I did not encounter any payment issues with the exception of one time when I did not update my card on file (which was corrected a day late - but they still hit me with a hefty late fee, north of $50). While I had anticipated a pay increase from the initial special rate I was provided, they increased the rate (which I was initially told was $301.71 after special - turned into $319.26 with no warning or reasoning behind the billing change). This was from 09/2023-12/2023. Then at the start of the follow year, I was notified that my rate was going to increase again any was now $341.46. In 02/2023, I was laid off from my job and was barely able to fulfill payments but was up to date until 04/2024. I wasn't able to cover the monthly bill and had explained to them that I could do it but would need to use two credit cards to make payment. They would not accept that method of payment, and continued adding to the late fee, then calling to notify me that the next month payment would also be do before they would allow me access to my unit to remove my items. Only to call me back and state that I could make the payment as long as it was done by end of day, Friday, April 26th ( which I had planned on doing). Then I received another call from a different person who because I didn't return her calls fast enough that day (she call me at 10am & 11am - called her back at 12:05 after completing news call for a new job). She stated my storage unit has already had all the penalties applied, and the lock would be cut that day so they can take pictures of my unit for auction. Again, I told her I could only do over two credit cards due to my financial issues. She said it was unacceptable, and that unless I could *** a payment of close to $900 total with one card, the unit would be up for auction at the beginning of July with no further information. So many things wrong.

• Initial Complaint

  Date:06/17/2024

  Type:Product 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 attempted to rent a space at Cubesmartstore in May 25. I was told that the unit would cost $280, however they were running a special for 200 a month if I lock the deal in. I was told that I could pay with cash app. The payment was taken out however, I received a notice that it didnt go through, but the money was no longer in my account. My so ************************************ went to cubesmart and was told that my cash app card should be refunding my ****** soon. My son secured the unit with his card. Please note to date I have not received my money cubesmart has given me the run around. They reported that cash sppp has the payment however this is the fifth time I have file a complaint with cash app and cubesmart to date it seems like my payment vanished or was stolen.also ** told that the unit will be $280 a month they reported that the staff that quoted me the 200 dollars is new and still need training. I believe that this cubesmart falsely represented themselves to get clients. Im not the only client that day that was quoted the wrong price. I believe get should honor the price quoted and REFUND MY MONEY

  Customer Answer

  Date: 07/14/2024

  They have given me the refund, however they reported that they are still investigating my case

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 managers conspired to retaliate against me by forging my signature onto a Lock Cut Release Form dated July 22, 2023 , then using that same forged document to justify cutting my lock off my storage unit, resulting in 99% of my deceased mother's property turning up missing. The retaliation stemmed from me cutting off my business ties with CubeSmart because **** had improperly double-charged me $ 472.77 on January 27, 2023 for my first month's rent , and had improperly used my name and CubeSmart customer account on March 3, 2023 to conduct a fraudulent $ 210.91 **** credit card******** transaction that was improperly used to pay my April's storage rent. *******, in front of my witness ***** ******* ( ***** ) admitted cutting off my lock without me being present and lied to us by telling us he obtained my signature on the lock cut document by way of email on July 22, 2023. When ***** and I arrived at my storage unit to take my mother's furniture and clothing to *****'s parents thrift store, we saw my padlock lying on the ground in front of my storage unit cut up into pieces. When I initially rented my storage unit from **** on January 27, 2023 and in accordance with the terms of my Rental Agreement Lease I paid **** $ 12.00 each month for ********* Protection Plan Coverage to insure my mother's property for $ 2,000.00 ( even though her property was worth a whole lot more ) in the event of loss, damage, theft or burglary. On June 6, 2024 ***** ******** Insurance Company Sr. Claims Representative **** ****** maliciously denied my claim to be compensated for my loss and damages whose reasons were based on bogus claims that there is no evidence of force entry, despite me emailing to him and *** ***** ** *****, Esq., a legal counsel within CubeSmart's Corporate Office based in Malvern PA on June 10, 2024 my notarized sworn certification, photos of my cut up lock and what little was left inside my storage unit, along with a signed statement from *****.

  Customer Answer

  Date: 06/17/2024

  ********************************* :

  Did you receive my PDF file I emailed to the BBB in support of my complaint?

  Business Response

  Date: 06/18/2024

  ******************,

   

  ****************** was denied reimbursement for his cube contents due to it not being covered under his smart protection plan. He has been informed that I nor anyone else at CubeSmart can give him legal guidance or inform him of the exceptions to the smart protection plan for his items. He was notified he needed to find his own counsel to understand what he acknowledged and signed regarding his contents.

   

  We additionally outlined the waivers he signed in his lease agreement with CubeSmart, holding CubeSmart non-liable for his items.

   

  In the light of the above, however, the extensiveness of **. ******** grievances have been unfounded and not provided with any clarity.

• Initial Complaint

  Date:06/13/2024

  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.

  Payment for storage unit was $107.17 monthly Unit # OP29 The business committed to provide me with a long-term offsite storage unit that I could safely and securely store my 2007 Crown Vic car and have access to 24/7 365 days a year. On April 20th, 2024, I to the facility to check on my vehicle, and found that there are absolutely no records from CubeSmart to account for my vehicle, my storage unit information, the current location of my car, or any explanation of why my car is gone. My storage unit I was paying for was update to date with the monthly payments, no payment was ever missed. When I spoke to the storage unit manager ****, on April 20th, *****, she told me she had recently taken over as manager and there were no records from the previous manager at all regarding my unit or location of my vehicle. **** could not answer any of my questions and said she would attempt to locate any information about my car and tell her district manager ***************************** about the situation. After this conversation, I went to the City of ********************** and spoke with Officer ******* about what to do since my car was missing from the storage facility. Officer ****** found that my car had been towed off of the property by GTA Towing and moved to ************************** May 21, 2022 and was auctioned off and sold on August 22nd, 2022. I had no idea that any of this had occurred, I have been paying for that unit without incident since 2017 and my car was taken and sold without my knowledge. I was never contacted by Cubesmart that they were going to remove my car and have it towed and then auctioned. CubeSmart continued to charge me for another 20 months when my car wasn't even there.The business has not tried to resolve this issue and will not respond to any of my multiple attempts since April 20th, to speak with the district manager who I was told is the only one who can resolve this problem. ***************************** is aware of this issue and refuses to address it.

• Initial Complaint

  Date:06/10/2024

  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.

  First and foremost, the customer service at *************************************** has been subpar, with unresponsiveness, lack of assistance, and overall unprofessional conduct demonstrated by the staff. I have made multiple attempts to address concerns and seek assistance, only to be met with dismissive attitudes and unhelpful responses. This lack of attentiveness and care for customers is unacceptable and reflective of a fundamental disregard for customer satisfaction.In addition to the poor customer service, I have also discovered a rodent infestation in my storage unit. The presence of rodents poses not only a health hazard but also a significant risk to the safety and integrity of stored belongings. Despite bringing this issue to the attention of CubeSmart Storage, no effective action has been taken to address the infestation, resulting in the damage caused to my belongings, including precious baby items, visibly marked by rodent activity.Furthermore, the continuous raising of prices for storage units without any noticeable improvement in service or amenities is also a significant concern. As a loyal customer, I expected transparent pricing practices and fair treatment, yet the arbitrary and frequent price increases have added further financial strain without any added value or benefit.I trusted that my belongings would be safeguarded and protected, yet the negligence displayed in mitigating rodent infestations has resulted in irreparable harm to items of sentimental and practical value.In light of these multiple grievances, I am formally requesting a full refund for the damaged baby items and a thorough investigation into the rodent infestation issue in my storage unit. Additionally, I urge CubeSmart Storage to revisit its pricing policies and prioritise customer service standards to ensure a satisfactory experience for all patrons.I appreciate your attention to this matter and look forward to a swift and satisfactory resolution.

• Initial Complaint

  Date:06/07/2024

  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.

  I deposited my personal check for $606.20 on Wednesday June 5 at 7:24 PM On Time Payment Due June 1 , last date no late fee June 6 They are closed Sunday and Thursday.They got my check Wednesday in their front payment box Legally paid on time They cant waive legal fees (inappropriate) since I pay on time.They want a check for $116.80 That is not right for any business and should be cancelled. I left an email message to CubeSmart.com national location to send a waiver to Cube Smart 4339 Old Lyme I have no money for this matter. Please help.

• Initial Complaint

  Date:06/06/2024

  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.

  CubeSmart has cut their hours 2x since I have been a customer (since Aug 23). They close at 8pm and elevators to the units shut at 7.45p. On Monday (6/3/24), I was about 6 mins late getting my unit sorted and locked. They usually make announcements starting at 7 re: closing. The loud speakers on my floor (6E) are unreliable. (Sometimes working, often times not.) I generally keep an eye on the time, as to not overstay. On this day, I had some trouble getting my unit closed and secure. Finally, at 8.06p, I got my belongings secure and was locking the door to my unit when the elevator opened and one of the employees (******) immersed to do the nightly inspection of the premises. I saw him as I was locking up. He nodded and so did I - to say Hi. I then got on the elevator and went home. Next day, I get a call from ****** explaining I was a few mins late leaving and for this I would be evicted from my unit. I asked about a written warning or something, as this punishment seemed harsh. He said they had zero tolerance for lateness and I had 10 days to vacate. I had already paid my bill for the next month (July) and he told me they would also be keeping my next months rent ($170) if I wasnt out by 10 June. (Impossible!) Nowhere in the customer bylaws is this stated. NY state law is 30 days and I have never received any sort of written warning.