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

  5815 Arapahoe Ave Boulder, CO 80303-1330

• 

  CubeSmart

  630 W Camino Casa Verde Green Valley, AZ 85614-3503

• 

  U-Store-It

  3680 W Orange Grove Rd Tucson, AZ 85741-2824

• 

  U-Store-It

  536 N Power Rd Mesa, AZ 85205-7612

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:07/28/2025

  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.

  This is a storage unit and as of March 20th, 2025 the third floor air conditioning system has been completely out. CubeSmart has made no attempt to fix or replace the system. They would rather just have customers leave the third floor. Their customer service is unresponsive and ridiculous. Senior management will not return complaint calls. Formal complaint was made to ***************************** for excessive heat on the third floor. I have tried numerous times to speak to someone about this issue and several other people are making the same complaint with no response. We should not be paying full amount for a climate controlled unit.

  Business Response

  Date: 08/11/2025

  Hello and thank you for feedback. As our valued customer, your experience is so important to us. Please email *********************************** with your contact info, and account information if you have it, and well reach out to understand more about your experience with the temperature in and around your unit.
  

• Initial Complaint

  Date:07/21/2025

  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.

  I have repeatlyed reached out to ***** at ************ I have several units at his location on Tippecanoe 950 Tippecanoe I have been trying to do a pair quit for 2 months this is an unmanned location someone from another location has to come over there so you have to either know what location that is which the ************ location at ************* where I also have a unit that's almost $4,000 which I cannot afford could not find that satellite office as well I do not want my things so that auction and if it is do is bad business these people are preventing for us coming up with a prominent solution I found the chapter **************** and it got dismissed because my debts weren't as high now they're high and with this store steady raising I'm paying more than $3,000 a month in stores to them and I cannot afford it I am homeless I'm up in age and I'm disabled I'm a senior citizen in the vulnerable adult I need this company to help me get my things out of there or allow me to make some type of pain quit deal with them that I can do and I need time to get arranged a truck to get these things out there's a lot of things to do and that unmanned station is not fair to me is not being fair they're going to be forced for me to file a 13 and a lawsuit I don't want to be dragging this out I am too old for that I'm 60 years old I need someone to call me today at ************ The only reason the storages are like this is because someone call them and said that the cars used was fraud I have evidence that that is not correct and I need them to work with me instead of working against me and that has not happened this person is being investigated by the *** I will send that information to you as well

  Business Response

  Date: 07/23/2025

  Hello, we appreciate your review. Its frustrating to read that you were inconvenienced during your experience at CubeSmart. Wed like to know more so we can help to serve you better. Please email *********************************** with your account and contact information and well reach out to you directly. Thank you!
  

• Initial Complaint

  Date:07/18/2025

  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.

  This facility is infested with rats I just moved all my furniture into the unit Monday 7/14/2025 and when I went to take a couple other small things on Tuesday 7/15/2025 there was a rat running across the wall of my storage unit and crawled into the unit next door to mine. I contacted customer service all they could do was offer me another unit which was absolutely pointless since all the bottom of the door seals are chewed up by rats. I called the store manager the next morning since she never called me like they said she would. I was told she was out of town. She called me back later and acted like she didnt care at all just offered another unit and said she would fix the seals. I asked for pest control to go out that day to have the rat removed from the building she refused to do that. I told her I was moving out of the unit and she was fine with it. I am making this complaint because I have kept my things in a climate controlled storage unit before and never had this issue no signs what so ever of rats. The buildings could be built and insulated better. I went to have my things taken out of the unit today 7/17/25 and they have locked my things inside the storage. My move in date was 7/12/25 and by 7/15/25 I had already advised I would be leaving due to their rat infestation now they wont let me get my things which means they are getting more messed up the longer they sit there. This is sad and wrong they are taking advantage of me by trying to make me pay $171.00 for keeping my belongings in a rat infested storage room for 3 days and now I cant get my belongings back. Please help me with this issue.

  Business Response

  Date: 08/04/2025

  We are very sorry to hear about this as we strive to maintain a very clean and safe environment for our customers. We would like to look into this for you, please email your account and contact information to *********************************** and we will have someone from our team reach out to you. Hope to hear from you soon. 

• Initial Complaint

  Date:07/16/2025

  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.

  Me and my girlfriend pay monthly for an indoor 10x10 storage unit. They offer an insurance that they highly recommend and only offer 1 plan for you to choose from when you go to buy the unit. We go to the unit about once a month, and when i stopped by on Sunday, there was black mold and a water line on all of our stuff from when the unit flooded. The store manager immediately says to contact the insurance company and file a claim with no remorse. We contacted the insurance company and the only water damage they cover is a leaking roof. We contacted CubeSmart again and they claim they went to vacant units nearby and there was no mold. There werent any nearby empty units on the same wall thats underground on either Sunday or Monday. We have pictures of black mold growing on all of the doors in the hallways and throughout our unit. The building is partially underground, so all of the groundwater from the recent rain had flooded the building.

  Business Response

  Date: 07/17/2025

  We are very sorry to hear about this as we strive to maintain a very clean and safe environment for our customers. We would like to look into this for you, please email your account and contact information to *********************************** and we will have someone from our team reach out to you. Hope to hear from you soon.  

• Initial Complaint

  Date:07/16/2025

  Type:Order 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.

  On March 22, 2025, I rented a storage unit from CubeSmart(6967). I signed a lease detailing terms and conditions, including customer and operator responsibilities. Ive upheld the agreement, including on-time payments, storing permitted property, and using the provided locking mechanism.On June 22, 2025, I locked and secured my unit with an additional gate door check for security. Twenty-three days passed before a Cubesmart employee contacted me on July 15th to inform me that my unit was unsecured with no lock. I was made to believed the discovery was made on the same day after a daily premise check. Upon visiting the site on July 15, 2025 the operator stated that the missing lock was discovered on July 1, 2025 during a weekly premise check. I questioned the lack of communication and the delay in notification. CubeSmart employees provided ambiguous answers.I requested that the site manager or employee inspect the unit with me but this was denied. Upon checking, I found vandalism and theft. A Cubesmart employee later claimed that the unit was secured by a company overlock, but the date for this claim was unavailable. Said overlock was not present at time of inspection. I seek answers to the following:- Breach of contract.- Clarity of days/dates for premise checks.- Initial discovery date of the occupied, unsecured no lock unit.- Method of notification to customers prior to July 15, 2025.- ****************** policies for units that are current in payment but left unsecured for any duration of time.

  Business Response

  Date: 07/17/2025

  Hi, thank you for your review. As our valued customer, your experience is so important to us. Please email *********************************** with your contact and account information and well reach out to better understand what you experienced and how we could have served you better. 

• Initial Complaint

  Date:07/15/2025

  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.

  Upon renting a storage unit, I was told they would replace the doors within the next week. After door replacement, all of my things were completely covered in a thick layer of dust and dirt. It took me hours to clean everything and it got all over my motorcycle that I was about to sell and had just had detailed. The manager told me the general manager *** said they would give me 1/2 month free rent. When I spoke with the general manager, he was extremely dismissive and rude, raised his voice at me, and told me he would never allow me to pay reduced rate or give me any refund. I spoke with the manager and she confirmed *** most certainly did offer that, but he was taking back his offer. Now I am out $250 for the detail, 4 hours of cleaning, and I wasn't able to sell my motorcycle.

  Business Response

  Date: 07/17/2025

  Hi, we appreciate your review. Its frustrating to read that you were inconvenienced during your experience at CubeSmart. Wed like to know more so we can help to serve you better. Please email *********************************** and with your account and contact information well reach out to you directly. Thank you!  

• Initial Complaint

  Date:07/15/2025

  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.

  On 6/3/2025, I received a call from a Cubesmart employee asking me to come to check my unit, as it appeared to be flooded. It was the first time it had rained since renting the unit. I went down there and opened the unit, and the whole front was completely flooded. My $3,000 couch is ruined. The employee did nothing to help the situation and stood there silent. Eventually, he got a mop and helped me wring the water out. I attempted to make an insurance claim, but their insurance does not cover water damage from rain. I was talking to my family about this issue. My brother rents an indoor unit from this location. He went to retrieve something from his unit and discovered his possessions were covered in black mold. There is a leak in the ceiling in his unit. These units are completely unequipped with protecting against rain. I attempted to call the general manager, but did not receive a call back. Between my brother and I, we have thousands of dollars worth of damage. Monsoon season is coming, and I worry all of our things are at risk to be ruined. As of now, I cant afford to rent a truck to relocate my unit. Cubesmart recently also upped their monthly price. I would like to be compensated for the damage and given a resolution, as I have not been contacted whatsoever since this took place over a month ago.

  Business Response

  Date: 07/17/2025

  Hi, thank you for review. As our valued customer, your experience is so important to us. Please email *********************************** with your contact and account information and well reach out to better understand what you experienced and how we could have served you better. 

• Initial Complaint

  Date:07/07/2025

  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.

  My complaint's on Friday July 5th 2025 I went to the app to pay my normal monthly rental storage payment. When I got to the home page I was met by surprise my rental storage was had increased dramatically over 2 months. Particularly this month in July 2025. I had complained several weeks ago several months ago that I did not get a proper notification for stores increase and it got me mad. And this is literally what I've been talking about they date that they shaved out $20 off of my authorized rental And this month in July 20 225 they increased it by $35 and again I pacifically told when the original complaint that I wanted my payment to stay the same around the $15064 a month 41 calendar year it has not been one calendar a year it has been literally 5 months. And now then I'm making it a complaint again I want my store to stay at the above price for the next 2 years. I have literally been in at the same location for over 20 years over 25 years and yet the price of his keeps going up every few months which is price Galaxy is illegal and it's wrong and no nobody has reached out to me since then no one has and if they have they did not address who they were leave a phone number so I can talk to them or any or properly address the issue professionally. I do not appreciate being treated like this I'm a customer there and I've never been there for over 26 years since 2001 do the math. And I'm not gonna forget to mention this this is what happens I'm going to pay my bill and dentist like a $2025 ***** for a fee service fee that is a service price gout in ****** illegal in every state.

  Business Response

  Date: 07/16/2025

  Hi, we really appreciate your feedback. At CubeSmart we strive to remain competitively priced while providing you with excellent customer service, clean facilities, and convenient amenities. Wed like to address your issue firsthand, so please email us at *********************************** with your account and contact information and well reach out to you directly. Thank you!   

• Initial Complaint

  Date:07/03/2025

  Type:Billing 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.

  I am writing to report what I find to be deeply unethical business practices at CubeSmart Storage, at ********************************************************* We contracted with them in April 2025 to store important household items for the 14 months we will be abroad. They advertised that we would get 50% off their normal rate, and the first month free, if we contract online, which we did. The rate was $109 a month. It was to our great surprise that in June they raised the price to $139 a month, a nearly 30% increase. The website originally stated this was a monthly rate, and that it was not a yearly contract, but there was no warning that the monthly rate could change at any time. Even the confirmation email, which used a mark by the price to direct the customer to conditions for the price, only stated that the price is valid if you sign the contract before the start date. It did not state this was just the rate for the first month and that the rate in subsequent months could change at their discretion. We did careful comparison of prices with other nearby facilities and chose CubeSmart for its price and convenience. If it had been clear that the price could drastically change later, we probably would not have chosen them. When I wrote to complain, they merely responded that potential price changes are in the contract we signed. But that is another case of putting major elements in the small print no one reads. While legally it might be our responsibility, we find this kind of business practice, which lures you with cheap prices prominently displayed only to change the price soon afterwards, to be deeply unethical. There is no effort to make the consumer aware of potential price changes. It is very misleading.

  Business Response

  Date: 07/17/2025

  Thank you for your feedback. We understand that rental increases can be frustrating. If you would like to speak in detail about your rental agreement, your monthly rent, or the rate increase, we recommend contacting your store manager. If you have any further questions or feedback, please email *********************************** with your account and contact information and well reach out to you shortly. As always, we appreciate your feedback.  

• Initial Complaint

  Date:07/02/2025

  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.

  I was lied to by this business,...i emailed them several months ago and they told me i could move into another unit and have a rent reduction. the manager would only say "call me." my monthly rent is $400 a month when the atlanta average for a 10x 10 is $83/month. They are ripping me off and now they are saying they never said it. These people are the scum of the earth. Please let me know any government agency i can additionally report them to.I am filing a formal complaint regarding a deceptive and unprofessional experience I had with CubeSmart Self Storage. A manager at the facility made a verbal offer to reduce my monthly rental rate if I agreed to move into a smaller, more affordable unit. Specifically, I was told that if I switched to a cheaper unit, my new rate would be around $250 per month.Based on this promise, I took the time and effort to downsize my belongings and relocate them to the smaller unit as suggested. However, after doing so, the manager reneged on the original agreement. I was not given the promised rate, and no alternative solution was offered. This bait-and-switch approach is not only misleading, but also highly unethical and exploitative of customers time and ************************ has a duty to honor the commitments made by its staff, especially when those commitments directly influence a customers financial decisions and physical labor.

  Business Response

  Date: 07/16/2025

  Hi, thank you for review. As our valued customer, your experience is so important to us. Please email *********************************** with your contact and account information and well reach out to understand more about your experience.