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

  11402 Cherokee St Northglenn, CO 80234-3009

• 

  CubeSmart

  1733 S Wadsworth Blvd Lakewood, CO 80232-6821

• 

  CubeSmart

  2545 S 6th Ave Tucson, AZ 85713-3409

• 

  CubeSmart

  201 S Plumer Ave Tucson, AZ 85719-6353

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:06/03/2024

  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 contracted to rent storage space in a Cube Smart self storage facility on ************************************** to store the contents of my home, which was to be delivered and loaded into the storage unit by a moving company. On 5/23 I visited the facility to ensure all arrangements were set and that I could move in as scheduled on 5/29. When my movers and I arrived on 5/29, the facility was shut down for a scheduled installation of solar panels. Without electricity there were no lights, no elevators, and the loading bay doors were inoperable. I was told to contact the district manager when she returned from vacation the following week (and be responsible for the costs of my property on the truck in the interim) or switch to an inferior storage unit at a different, and more distant, facility at more than twice the contracted price. I opted to obtain a storage unit of the same size at a nearby facility from Life Storage (a competitor) in order to mitigate my damages. I made numerous calls to secure the lowest alternative price. I sought reimbursement for the time charges I was billed by my mover for the time it took to work this out plus the difference between my contractred rate and the rate I have to pay Life Storage, which Cube Smart denied. their view is that it is the customer's responsibility to make sure their facility is available as promised, not Cube Smart's.

• Initial Complaint

  Date:06/03/2024

  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.

  Hello I have been with cube smart for 2years and every year we get and increase in the storage. I started at $89 monthly fee and then next year it went to $116. And now its at $157 monthly fee. I believe this is unfair business practice by cube smart. They are over charging us for the storage. Every year they increase their price more than $20. So I want you to contact cubesmart because they are over charging us customers

• Initial Complaint

  Date:05/31/2024

  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 was a assault victim and I was beaten and robbed of my phone. I was in and out of the hospital having surgery to save my eyesight. The downward spiral as result of having my phone stolen has removed my income source, connection to family and friends and as result I lost my housing and am homeless living in my car. My storage unit with my lifes belongings at cubesmart fell behind and was auctioned off. Its been more than difficult to accept. My unit sold for twice what i owed on it and as result I have a refund due to me. I was told it would be a week. I have been sleeping in the parking lot waiting every day for this check I despartely need. My postal annex box expires tomarrow so I no longer have a mailing address for the check to go to. My tags are expired, I need a smog, and my insurance is expired. I will loose the mailbox, car, everything and the cubesmart folks could be more indifferent to my situation...I went in this morning to inquire about the check and the story is different telling me its not appoved of yet and may be weeks. Great where will you send it? I've lost almost everything because of this assault and primarily my phone.....still cannot get one I doesnt matter at the this point i have no way to contact anyone and soon no car to sleep in. No food, a cat and in the most messed up spot i've ever been in. this letter is ****** in writing and i'm spent tired and just want what little i have coming from them

• Initial Complaint

  Date:05/31/2024

  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.

  Hello, Im concerned about the unjustified rapid rise in prices for storage from the Cubesmart self storage company, a year ago I paid 32 dollars with insurance for a very small storage facility, then they very soon raised the price to 39 and they raised it again very soon it to 46 dollars, I paid all the time from a credit card sometimes through The New ******************** Admissions (NY ***) the last payment was through the **** but I received a letter from Cubesmart that they had not received the payment and they raised the price to $112. I contacted the *** office and they confirmed to me that they sent a check in the amount of 46 dollars and the check was delivered on time. and despite this I keep receiving letters from Cubesmart that I have to pay them 112, I called them on the call center the company number and they promised me in 48 hours find out and call me back, It's been two weeks now no one contacted me or calls me from them, I write to them by email, but they answer that I owe them $112. Unfortunately, I feel unsettled and my only hope is to achieve justice through your organization BBB.if you need even more detailed information or documents from me or from The New ******************** Admissions (NY ***) i can provide you Thank you, best regards *************************

  Customer Answer

  Date: 06/28/2024

  Hello ********************************, I really hope that you will pay attention to my letter.  This is *************************, from ********, case number ********. I would like to add the following to my case, I have not had access to my storage room for three months now, they have made me a hostage, They won't let me pick up  my medications, pain medications, diabetes medications  , my hearing aid, my personal documents, my certificates and my medical papers of all sorts, in fact, I have been living in a shelter for the last year and a half and therefore decided to store things in a warehouse, including medicines, clothes, documents, etc. the thing is  that one day a year ago my closet was opened in a shelter and my money, phone and some of my personal belongings were stolen, so I keep valuables in the storage room, even pain medications, diabetes medications, etc., I visit the warehouse once a week to  to pick up something, including medicine, because some time ago I came to the warehouse in their office to ask what was the matter, the manager, a woman, and an employee, an operator, a man, spoke to me, they answered and explained that payment was not due to them  arrived, the check that was sent by NY-HRA (New ************************************* periodically supports me, I tell them everything is fine, I understood you and  explained to them that I will soon find out what the reason is and why  it happened.    then I asked them for access to my closet, adding that I needed to pick up medications, a hearing aid and personal documents, as well as diabetes medications, painkillers and some flight things, but they categorically refused me access to my things and said that first  I need to pay the fee for *** plus a fine and another month in advance for **** and plus a fine, I was very confused, upset, felt helpless and hopeless, I couldnt come to my senses for a long time after this (I saw how people can be cruel, without  hearts, without feelings and without compassion, without a human soul and empathy)  I am very surprised that the organization fined me in advance, that is, 46 dollars were not paid for *** and plus a fine of 20 dollars was added to this amount and the most paradoxical thing is that I was fined for  **** and July forward and sent a letter with a receipt for $112.00, and then another letter for $278.00, this was *** 21, 2024, how to fine a few months in advance?     Enclosed is the same check that I received from Cubsmart on *** 21st for $112.   and $278.00, all of the above amounts have already been paid by  NY-HRA (New ******************** Administration)    , but they continue to fine me and do not give me access to the storage. They don't pick up when I call then or hang up when I call them again,   they made my life ****.  I ask you to pay attention to my case and please let me know what I should do next. I am very upset because I do not have access to my Vadim things. I really hope for justice and the decision will be made humanely, and I really hope that they will not raise the price  again and again, 

• Initial Complaint

  Date:05/29/2024

  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.

  My name is ***********************************; I'm writing to file a complaint against CubeSmart. I was not informed of a merger and as a result a payment error has occurred. I request the error be rectified by adjusting my account to reflect the correct payment status and refunding the fees.I appreciate your help and look forward to a resolution to this matter. Summary of Events Customer since 5/2016 payment history available Merger **** place on 5/15/24 Did not receive the email stating the merger Paid on 5/15/2024 to contracted storage (Scottys) because of not being informed about merger Received a late notice from CubeSmart on 5/19/24 through email Contacted CubeSmart on 5/19/24/, 5/21/24, and 5/22/24 (spoke to a **** ******* was supposed to contact me)Contacted ******* and left a voicemail on 5/20/24 (no one contacted me)Contacted ******* on 5/23/24 (spoke to ******)-emailed him documentation showing the 5/15/24 payment, payment history and bank receipt)-****** told me everything would be taken care of, and he would forward all information to the ******* 5/25/24, received a 2nd late notice email from CubeSmart 5/25/24, received a call from CubeSmart about the late notice -Cheyenne **** my info and said she would call me back -Cheyenne ****** me back and said I will have to contact *******/U-Haul for a refund, but I am still responsible for paying CubeSmart, they would wait on the payment and the late fee of $30 would be waived I paid the $80 reluctantly (didnt want credit issues)5/28/24 I contacted U-Haul, ********, the customer service ******* stated that U-Haul is a third-party affiliate who only answers phones and takes messages is not responsible for the refund, ******* is liable. I recorded our conversation. I immediately contacted CubeSmart and spoke to Three, a ******* at CubeSmart. She said there was no longer a problem because the payment was made. She also stated that they were not responsible for refunding the money.

• Initial Complaint

  Date:05/28/2024

  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.

  On March 22, 2024.. someone name **** called me offering a free move out of my unit for the month of May or June. I reached out to her and haven't heard back from her. Instead, I receive a sale notice. I would like to know why they would offer a free move out and not honor it. This seems like a deceptive practice and I would like for them to honor this. I am tired of going back and forth with this company and would appreciate someone contacting me about this message received.

• Initial Complaint

  Date:05/28/2024

  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.

  I am submitting a complaint against the practices of Cube Smart store 4606 (************************************).I noticed when I went to pay my storage bill a $60+ late fee was added to my bill. I was still a day short of the 7 day grace ******* When I called the main number (not the store number) for Cube Smart a representative confirmed that a late fee would apply after missing that grace ******* The representative advised me that they would ask the district or regional manager (*************************** ************) to call me and sort things out. However when the district/regional manager reached out, he only wanted to waive half the late fee instead of the entire fee. I explained the 7 day grace ****** and the manager refused on the grounds that according to him he does 6 days and so the best he could do was waive half the fee. That is totally unacceptable. A late fee should not have been added to my bill until after the 7 day grace ******* I have been totally uncomfortable with the practices of this particular location. This only serves to reinforce my point; this location has been doing whatever they want, to whomever they want to. They immediately raised my rent a few months after renting the storage, even with a 25% discount in place. I began with a unit that was 266 ish and now its almost 100$ more. I did not receive the reasoning behind this immediate rent hike. I receive regular unwanted and unwarranted calls from this location. I am paying fees for a climate controlled storage and that is not the case. The ceiling above my unit is falling apart. They have draped a makeshift plastic tarp over the unit I have rented. The location is disgusting. There are constant leaks around my unit. If I could switch Cube Smart locations I immediately would. Unfortunately I can not. I am worried that the staff members will retaliate and or tamper with my unit or hike the price again. I am just fed up with the unbusinesslike practices from this particular location.

• Initial Complaint

  Date:05/28/2024

  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.

  I called Cube Smart on Saturday 05/25 at 3:53pm to discuss with Cube Smart on what all fee(s) I would need to pay to vacate my storage unit. I was placed on hold and was told that if I vacate my unit by 10p on Saturday night that I would not have to pay my upcoming payment due on Sunday 05/26. Now I get a call from Cube Smart and they are changing their story completely and saying that they told me that I needed to vacate the unit by 5pm on Saturday 05/25. And now they said if i dont pay the amount of my storage they will report the vacancy to my credit reporting agency.

• Initial Complaint

  Date:05/22/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to bring to your attention a matter of utmost importance regarding the violation of my civil rights at your facility in *****, *******. My experience at CubeSmart has been marred by unjust actions that have left me feeling violated and unsafe.I signed up for a storage unit at CubeSmart on March 26th under urgent circumstances, as my ex-boyfriend had broken into my previous unit at U-Haul, stolen my belongings, and even caused damage to my vehicle. U-Haul recommended that I relocate to a different facility for my safety, which I duly informed the live-in manager at CubeSmart upon moving in.Despite being aware of CubeSmart's strict closing policy, there were two occasions where I exited the premises slightly later than the designated closing time. However, on April 1st, upon arriving at my unit, I discovered that my access code had been suspended and a red lock had been placed on my unit, indicating non-payment. my account was up to date. I was informed through a note on the door that my lease had been terminated, and I was given a mere two days to vacate the premises and retrieve my belongings. The limited time frame provided, restricted to office hours only.My ex-boyfriend was granted a unit at CubeSmart and continued to unlawfully access my storage unit, posing a serious security risk to me and my belongings. This compounded the situation and heightened my concerns for my safety.I reached out to the main CubeSmart contact number,but the resolution to my issues remains unresolved. The treatment I have received at CubeSmart Tempe has not only violated my civil rights but has also failed to provide a safe and secure environment for my storage needs.I urge you to investigate this matter promptly and take the necessary steps to address the violations of my rights and ensure the safety and security of all customers.I look forward to your immediate attention to this urgent matter. Please feel free to contact me at *********** to discuss this further.

  Customer Answer

  Date: 05/25/2024

  On Sunday 05/19 my mother and I went to CubeSmart to gather some of my things. I was approached by my ex boyfriend, the one who was trespassed from two other storage facilities due to him stealing things out of my unit (also advised CubeSmart employees the day I moved in). He was attempting to cut the lock off of my unit as I was inside. My mother was on the phone with me the whole time. I yelled for him to stop. We started arguing and he went to the opposite side of the CubeSmart and started running his power tool that he was using to cut my lock off. He then proceeded to say he was going to tell management I was there since I was trespassing. Which I never have been told I was trespassed. I left anyways and so did my mother. Cops came and found my mother in the complex next door and arrested her. Had her in the sun for two hours questioning her about me. Her and I did nothing wrong. Meanwhile my ex has been in my unit multiple times since then and has stolen my things. Important things like my dads ashes and my kids first sport jerseys. The management here at this facility has violated my civil rights amendment 14 and have lied and is defaming my character based off of nothing. I still have no reason as to why they are doing all of this. I am working on getting letters from the general managers at the other facilities to prove what I am saying. 

• Initial Complaint

  Date:05/21/2024

  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.

  This is my second complaint a not this location: Account for *** was cleared as of 5/6/24. I paid in full $390.66. Im currently 7 days late on ****s payment. Why was my account charged an extra $80.20? As stated in the signed contract, there is a late fee schedule. Why isnt that being followed? Why am I being overcharged? I want the fees to be removed. I will not pay until this is settled and my items better not go to auction. They also sent me an email about being in default and placing a lien. I am not in default. 5/21/24- date of this complaint, Im 7 days overdue. Thats it. The pictures I attached shows: the contract with cubesmart and the schedule of fees when missing a payment; the paid bill for **** of $390.66; and the email sent to me saying Im in default.