Complaints

This profile includes complaints for CubeSmart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

CubeSmart has 1131 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CubeSmart

  5 Old Lancaster Rd Malvern, PA 19355-2132

• 

  CubeSmart

  7650 S Broadway Littleton, CO 80122-2613

• 

  CubeSmart

  16845 Mt Vernon Rd Golden, CO 80401-3821

• 

  CubeSmart

  5353 E County Line Rd Littleton, CO 80122-8109

• 

  CubeSmart

  4120 S Federal Blvd Englewood, CO 80110-4317

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:09/15/2025

  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 rented a unit with CubeSmart in July 2024 at $120/month (promo rate). By October 2024 the rate went to $190, and now in September 2025 theyve raised it again to $260. This is more than doubling in just over a year, with a $70 jump in one step.While the facility itself and local staff are fine, these corporate rate increases are unreasonable and predatory. Customers are essentially trapped because moving belongings out of storage requires significant time and expense. The company takes advantage of that fact to impose excessive ******** a disabled veteran on a fixed income, I cannot absorb sudden increases of this size. It should not require legal intervention or a public complaint to expect fair treatment from a company of this size.

  Business Response

  Date: 09/17/2025

  Thank you for your feedback, *******.  If you would like to speak in detail about this rate increase, we recommend contacting your store manager. If you have any further questions, please email *********************************** with your account and contact information and a member of our team will reach out to you directly.  Thank you again for your feedback and we hope to hear from you soon.

  Customer Answer

  Date: 09/27/2025

  I would like to give a response, which I am also emailing the exact message to the email provided in the response. I was never given any notification that a response was given until today so I am unsure how the complaint was closed. Anyway, please post my response.

   

  First off, lets start with the fact that I called the store manager, corporate, and the district/regional manager. I was supposed to receive a call on a Thursday because he was in meetings for 3 days. Never heard back. Second, this is not about questions over the rate increaseI am making a complaint that you are taking from customers to fatten corporate pockets, not to cover any legitimate increase in expenses.
  For proof of where the money goes: *********** P. ****, CEO of CubeSmart, was paid $8,001,409 in 2024. That included a $920,000 salary, $1,793,218 bonus, $1,666,662 in stock options, $3,333,348 in stock awards, and $288,181 in other compensation. While customers like me are hit with a *****% rate increase in a single year (from $155.68 to $260.11), the CEO personally takes home over $8 million.
  That is where all the expenses are. I have already filed a complaint with the *******************************, and I am creating a petition for state intervention and oversight regarding storage-unit rental agreements for price gouging and predatory practices. There is nothing left for you to help withI will be out within 12 months once my VA disability funds come in to cover junk removal and downsizing. Because of these rate increases, my family and I cant keep sentimental items. I refuse to pay the equivalent of a car payment each month just to store belongings in a cement box while executives enrich themselves.
  I hope you all realize this level of greed is appalling. It exposes the corruption in the corporate worldhiding behind words like inflation and rising costs while raising rates on existing customers at levels that are indefensible. The ** recognizes inflation at 23% for veterans each year. CubeSmarts answer? A *****% increase in one year.
  I will see this through. Whether through litigation or government oversight, I want it understood: what you are doing should be illegal. If you are going to raise rates on veterans and working families, at least present a real justification for charging nearly $840 more a year for the same unit.
  No more. I will not stand by while you take from innocent people under the guise of corporate necessity. I will continue to press this at the state level until it reaches the right desk.
  ******* *****

• Initial Complaint

  Date:09/14/2025

  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 have been a customer for over 10 years, always paying on time. This is the first time I have ever been late, and CubeSmart added a $50 late fee without sending any payment *********** rent had already been raised previously to $254/month, and I was never given a clear explanation for that increase. Rent rates are significantly higher for long-term customers than they are for new customers. My best friend and I called the store and left multiple messages for the regional manager. My best friend has left numerous messages for upper level management to no avail. She and I have also called customer service/escalation to no avail - we got returned to the store.This is now my second BBB complaint, as my first was ignored completely by CubeSmart corporate. They dont care.Recently, when my best friend called the store on my behalf, the clerk gave conflicting information: in the past I was told I could not sign a new contract to get a better market rate, but the clerk now says I could do so to get a different billing date only if I came into the store in person. I live in *******, so this is not possible. Even more troubling, in the past, the clerk suggested I could just let CubeSmart keep everything by defaulting when my best friend pleaded for help. Their practices are predatory. I am a cancer patient who has kept my familys belongings in this unit since my parents passed away.Desired Resolution:1.Removal of the $50 late fee since no prior notification of the bill being due was provided.2. Mitigation of the prior rent increase to $254/month.3.Clear and consistent policy regarding signing a new contract, with accommodation for out-of-state ************* direct phone call from someone at corporate (above district level), since no one locally has returned our ******** a cancer patient managing treatment and grief, I should not be subjected to financial games and indifference from a company who well knows I am unfortunately a captive audience.

  Business Response

  Date: 09/24/2025

  *******, thank you for your feedback.  As our valued customer, your experience is so important to us.  Please email *********************************** with your account and contact information and we'll reach out to better understand what you experienced.  Hope to hear from you soon.

• Initial Complaint

  Date:09/12/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 Wednesday September 10 2025 I spoke with my general manager at the greenspoint uhaul storage facility and he told me that the price increase is supposed to be increased every two years NOT every year.**** have to pay the property taxes and the land tax... you will have to ask CubeSmart for the rest of the payment history I have been a paying customer since june of 2003 for twenty two years. Its totals over four thousand dollars and more.---Complaint Draft (BBB CubeSmart)I have been a loyal tenant at CubeSmart for over 20 years, renting unit #[Your Unit Number]. During this time, my rent has been increased every year, despite the industry standard (as confirmed by another self-storage facility manager) being every two years. These frequent increases are excessive and unfair, especially since they far exceed typical storage rate adjustments tied to property taxes or market conditions.I have bank/********* statements documenting each payment and rate increase, which clearly show the pattern of annual hikes. The last increase occurred less than a year after the previous one, meaning I have been overcharged compared to standard practices for decades.I am requesting that CubeSmart refund the overcharges to my account and adjust future increases to align with fair and standard self-storage practices. I have maintained consistent tenancy for over 20 years and expect transparent, fair billing in return.Attached are a timeline of increases and sample bank statements to support my claim. I seek a prompt resolution and a clear response regarding the refund and corrective action.--

  Business Response

  Date: 09/17/2025

  Hi, *******.  I hear your concerns and understand that explanation was not what you had in mind, but I want to make sure we have looked at every possible solution.  If you could please confirm your best/preferred contact information, someone from our team will reach back out to discuss.  Hope to hear from you soon.

  Customer Answer

  Date: 09/19/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23876301
  
  I am rejecting this response because:
  
  

  My name is ******* **********, and I have been a loyal tenant at CubeSmart for over 20 years, renting unit #[Your Unit Number] at [Location]. Over this period, my monthly rent was increased every year, despite industry practiceand what I was told by another reputable self-storage facilitybeing every two years.

  This pattern of annual increases constitutes excessive billing and price gouging, as I have been charged significantly more than what is standard or reasonable. I have full documentation of my payments through my KeenSmart account and bank statements, which clearly show the repeated overcharges.

  I am requesting a full refund of all overcharges that resulted from this improper rate schedule. Please contact me first by email at *********************************************************************************************************************************************************** to identify yourself before calling, as I do not answer calls from unknown numbers. My phone number is ************ for follow-up once I have verified your identity.

  I expect a prompt response confirming the steps CubeSmart will take to rectify this situation. I have been a dedicated customer for over two decades, and I trust that you will treat this matter with the seriousness it deserves.

  Thank you for your immediate attention to this matter.

  
  Regards,
  
  ******* **********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/11/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 CubeSmart customer since 2018. On November 22, 2024, I rented a large unit (#****) at ****************** for $1,244.91/month. I was promised a moving van and movers, but they were never provided. My first month was free, so my first payment was due December 22, 2024. In early 2025, CubeSmart notified me of a rent increase of more than $700, making the unit completely unaffordable. As a result, in March 2025, I downsized to a smaller unit (#****W).Conditions at this facility have long been unsafe. Ceilings were damaged (I have photos) and there were rodent issues. In 2020, a dead mouse was found in one of my boxes, and I have since seen live mice. Staff turnover is constant, and even employees admit difficulty maintaining the property.Most recently, I vacated Unit #****W early on July 27, 2025. My billing date was July 22, and I had been charged on July 24 for the July 22August 22 cycle. I vacated just five days into the term, well within CubeSmarts own 56 business day ***** period for prorated refunds. Initially staff said I was not eligible, contradicting policy. Later, I was told I would receive a $409.92 refund by August 20, but to date no refund has been processed. I have called 11 times since July 27, emailed the district manager with no response, and repeatedly requested proof of refund (check number, tracking, or transaction ID), but none has been provided. On September 10, the on-site manager refused to even speak with me.CubeSmart has prorated my account in the past under the same policy, but this time they are stalling and contradicting themselves.Resolution requested: Immediate processing of my $505.92 refund, consistent application of prorated refund policy, and assurance that CubeSmart maintains facilities safely and as advertised.

  Business Response

  Date: 09/17/2025

  ***** I hear your concerns and understand that resolution was not what you had in mind, but I want to make sure we have looked at every possible solution.  If you could please confirm your best/preferred contact information, someone from our team will reach back out to discuss.

  Customer Answer

  Date: 09/26/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23871880
  
  I am rejecting this response because:
  
  

  Hi *******,

  Thank you for overseeing my case. I want to confirm that I do not wish for this complaint to be closed at this time. My full contact information has been provided with the original filing, and CubeSmart has had multiple opportunities to reach me but has not done so.

  To date, no refund has been processed, no proof of refund has been provided, and no one from CubeSmart has contacted me directly. I respectfully request that this case remain open until CubeSmart issues the $505.92 refund they previously committed to, or provides documented proof of payment.

  
  Regards,
  
  **** ****
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 10/16/2025

  I am submitting this update because CubeSmart has failed to respond to multiple follow-up emails regarding my partial refund.
  On October 2, 2025, I received a phone call and voicemail from **** ******. I wrote to him and requested written communication only as they have proved to be utterly unreliable verbally and so I have records. I then received just one written confirmation from District Manager **** ****** that $405.94 was credited to my card and that a check for the remaining $99.98 would be sent. I immediately followed up that same day and again on October 6 to confirm the correct mailing address, since the address CubeSmart has on file is no longer valid and I have no mail forwarding in place.
  
  Despite two follow-ups and a separate urgent email follow up today 2 weeks later, and sufficient time, I have not received any reply, confirmation, or the refund check. Because of their lack of response and my current move, I am requesting that CubeSmart cancel the check and issue the remaining $99.98 refund directly back to my original payment method (credit card), which was used for the transaction.
  
  I have included all email correspondence with **** ****** as supporting documentation. I am seeking resolution as soon as possible, as this delay and lack of communication has caused unnecessary stress during my relocation.

• Initial Complaint

  Date:09/09/2025

  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 12/20/2023, I rented a 10x10 storage unit with CubeSmart (CS). At the time CS advertised for 50% off the first month, 40% off/month for the storage rate only, the monthly rate was $129.00/mo, and security cameras throughout. When I arrived at ** (3pm) it was closed, a clock on the door showed that someone would return in 30 minutes, the employee arrived in 40 minutes. By the time the employee opened up and began to process my online order 1 1/2 hours had passed. I hired a moving company that day and wound up paying them $500 extra because CS failed to mention any closing time during hours of operation. As such, I had to skim through CSs rental agreement and immediately noticed the 50% off was applied but the 40% off wasnt. I went online, showed the advertised regular rate of $147/month to the employee and was told to contact the manager about it. Ive spoken with the manager and told the rate is correct. Ive also spoken with the Regional and District Managers about the billing, when I started questioning why their numbers werent adding up the talking over each other started and within minutes they hung up on me. Also, the District Manager changed the regular rate three times during the call, he went from $229 to over $300, not once did any amount equate to my invoices/billing. My monthly invoices always include a breakdown, theres one column and row for the monthly rate, discounts, taxes, etc. The agreement I signed also states 50% off first month, 40% off, the rate @ $129, yet is contradictory because the discount area shows 0 dollars. Moreover, my rate was increased within two months. This is called false advertising, bait and switch, and deceptive marketing. Two weeks into my rental, a lot of clothing was stolen, in total there has been 4 thefts without a sign of a break-in. CS boasts about security and safety but neglects to mention their cameras are only for their benefit, they only face elevators and do not provide any protection for units.

  Business Response

  Date: 09/12/2025

  Thanks so much for your feedback, ******. Its our mission to provide you with top notch customer service and wed like to look into this more for you. Please email *********************************** with your account and contact information and we'll reach out to you directly.
  

• Initial Complaint

  Date:09/02/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  ************************************************************************************** Better Business Bureau:On August the 1st on a Friday I came into your office location on *********. I arrived around 5:30 and spoke to a slim Caucasin lady whom I don't remember her name (she was the only one in the office that was visible that I can see). At any rate I had $160 and attempted to pay my storage as she states I owe $214 and she could not accept. I informed her that I did not get paid until another two weeks. She then stated "can you have it by the 8th" and I said okay I will have it paid by then. Well I got the remainder of the funds that next day on August the second and made the full payment via website. When I did make that I noticed it said pay by August 2nd. Which in turn the lady who may be the of manager stated have it by the eight (deceptive).At any rate it was paid on the 2nd and I rarely check the storage, however I went by there on Labor Day September 1st to find my locks removed and a red lock on there. My storage is paid up date and I never received any literature regarding an additional charge.Please review and please give me a ******* next payment indicates 09/28 with no outstanding fees. I would like for management from the corporate office to reach out/contact me please at the below information.Thank you,****** ****** *************************** ************

  Customer Answer

  Date: 09/05/2025

  The storage facility provided me with a lock that was not new and I returned.

  I have provided a receipt of 2 locks which are the same kind of locks I had prior too. I would like to be reimbursed for those locks or a credit given my account.

  Thank you.

   

   

  Business Response

  Date: 09/12/2025

  Hello ******, and thank you for feedback. As our valued customer, your experience is so important to us.  I have passed along your contact info and someone from our team will be reaching out to you shortly to discuss.

  Customer Answer

  Date: 09/19/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23826349
  
  I am rejecting this response because: I have not been contacted nor have my locks been paid for.
  
  Thank you.
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/30/2025

  Type:Product 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.

  Complaint against CubeSmart (****************************************).On Aug 13, 2025, CubeSmarts online agent confirmed this location could receive packages and helped me reserve Unit #****. When I arrived on Aug 16, the store manager said they do not accept packages. I requested cancellation on the spot and was told the refund would be issued within 3 business days. I never used the unit, have not received the refund, and have been billed again. Resolution requested: immediate full refund, reversal of all charges, cancellation of the account for this reservation, and written confirmation of zero balance and no further billing.

  Business Response

  Date: 09/03/2025

  Hi Min, we appreciate your feedback. Its frustrating to read that you were inconvenienced during your experience with CubeSmart. Wed like to look into this for you.  Please email *********************************** with your account and best contact information and well reach out to you directly. Thank you! 

• Initial Complaint

  Date:08/29/2025

  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.

  ************************* ******************************************************************************************** ***** ************************ Self-Storage Units No.:1053,1056 Complaint of the Company:********************** CUBESMART Self-Storage ****************************************** Website: ******************************** Email: ************************************ Phones: *****************-************ **************, 1-************ **************, 1-************ TO WHOM IT MAY CONCERN GREETING SELF-STORAGE MONTHLY PRICE INCREASES The Storage space of 10 x 10 x 8 in January 2021 for Monthly fees of $244.00 and Insurance Maximum Claimed of $5,000 for Monthly fees of $10.00.The new Management Cube Smart is now charging at alarming rates for the same Storage space of 10 x 10 x 8 at Monthly fees of $588.00 and Insurance Claim Maximum Claimed of $5,000 for Monthly fees of $27.00,in additional with Rent-Prorated of $94.84, and Insurance N4.35 monthly.Making the same Self-Storage space of 10 x 10 x 8 as of August 1, 2025 total monthly fees of $714.19! While still charging me another $186 for moving to another unity, when my storage space Unit was flooded, and had difficult time to operate the old industrial elevator.

  Business Response

  Date: 09/03/2025

  Thank you for your review, ********. 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:08/28/2025

  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.

  I moved my stuff into storage approximately two months ago, went in last weekend and everything was damaged by water and covered in debris and greasyblack mold the store manager and office manager wanted to up charge me to move to another unit that wasnt occurring water damages and I still havent been to move. Ive contacted the insurance company. Theyre not moving forward as well. I dont know where to go with this. I am at a loss and Im out a lot more than what theyre claiming that they can give me.

  Business Response

  Date: 09/03/2025

  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.  Hope to hear from you soon.

  Customer Answer

  Date: 09/07/2025

  Still havent got my card 

  Customer Answer

  Date: 09/07/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23811625
  
  I am rejecting this response because:
  I still havent gotten my gift upon sign up.
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/26/2025

  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.

  Rented a storage space from CubeSmart, all of the contents was destroyed by rodents.

  Business Response

  Date: 08/29/2025

  ******, 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.  If you could please email your account and contact information to ************************************ we will have someone from our team reach out to you. Hope to hear from you soon. 

  Customer Answer

  Date: 09/02/2025

  [This is not closed at this time I did reach out to *********************************** as suggested]
  
   Complaint: 23802292
  
  I am rejecting this response because:
  
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/17/2025

  I understand that resolution was not what you had in mind, but I want to confirm we have looked at every possible solution.  According to our notes, our team was able to reach out to you last week to discuss.  If you would like to talk through additional options that may be available to you, please let me know if you prefer that communication come via email or a phone call and we will reach back out.