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Business Profile

Storage Units

CubeSmart

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Storage Units.

Complaints

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

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    Customer Complaints Summary

    • 426 total complaints in the last 3 years.
    • 163 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/21/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 am filing a complaint because I received inaccurate messages from Cube Smart saying my unit was past due even though it was not. I texted the manager a screenshot to ask him to fix it and remove the late fee that charged as an error on Cubesmarts part. I didn't receive a reply nor was the late fee removed. The situation still has not been resolved and I refuse to pay the $35 late fee. I would the late fee to be removed and to be given a month free due to the inconvenience of me taking time to have to file this complaint.

    • Initial Complaint

      Date:05/16/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      There was rat f**** and urine in my unit. Their contract stated it does not conver for rodents or anything of that matter in the unit? Which is very strange to me, due to the fact that we do live in *************. There is a huge rodent infestation problem here. They need to update the insulation policy to cover for rodents ruining people's belongings. This is my second time renting a unit from them and the same thing occurring.

    • Initial Complaint

      Date:05/10/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Entered by BBB staff LO Consumer states damage was done to her storage unit, she was asked to take pictures, which she did. There was water damage and one of the employees also took pictures. They moved her to a different unit but nothing has been done about her damaged belongings. She is still required to pay for the insurance for the unit.

    • Initial Complaint

      Date:05/07/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      1/2024 I rented unit D23-24 from *********** Cubesmart and just 6 days later our access was suspended and couldn't utilize the storage when needed to after hours. We had called the after hours ********************************************************************************************** until the the following month and nothing was accomplished and was supposed to be credited to my account for the month and never was.. continuous late fees were tacked on and I still payed them just so my dad had access when needed. Finally the district manager called me after a month and a half of leaving messages for him and he continued to say that my account should have not been credited even though we couldn't access the unit a week after renting it. He agreed to take late fees off bill and I wasn't able to pay immediately and was harassed daily for 5 days straight by manager of location and threatened by a manager named **** that if I didn't come by Saturday the 4th of May my stuff will be gone and all fees be right back on my account. I told them I couldn't make it until Tuesday. On Monday I went online to see my account still was the same price $110 that I agreed to and I left an email for store and with that ********* called me right away to make sure I would definitely be in Tuesday to pay the $110 and I confirmed. Now come Tues morning may 7th I was able to go online and pay the $110 so I went into my account to find that it had gone up to $239 since 12 hours prior to this. I only have $112 to pay and the store pretty much told me oh well I had a whole week to pay and now it's too bad. Even though I had spike to The woman the afternoon before. The manager continued to laugh about my situation and says it's not his problem. Please help me get this situation handled and balance back to the $110 before its too late. Thank you kindly..***************************** ************

    • Initial Complaint

      Date:05/06/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 being charged a full month of storage rent when I was only there for six days of the month. I called and they say that the system wont let them overturn it. I should only be required to pay the days I was using the unit. 6 days of my last month. A full month is $270

    • Initial Complaint

      Date:05/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 this a storage unit and it is very difficult to make the payments. They try to force me to do automated payments, but I don't trust them because they raised my rent without notice and it is very difficult to reach them. If the monthly payment is late for any reason it is impossible to make it online, on the phone or in person. I had surgery in march and I went to their office on the premises during their listed office hours to pay for March and make an advanced payment for ***** and May. The office was closed and I could not find anyone on the premises to help me. Now that I've recovered from surgery, I stopped in again, having to take time off from work to make sure that I went earlier in the day to make sure I found someone in the office. Once again, they were closed during their regular business hours listed and I couldn't find anyone on the premises to help me. I called multiple times, but I never seem to reach a human that can take the payment. The telephone automated service will not accept the payment because it is "late" and tells me to go the office or call the store manager. I tried multiple times to pay online during the past two months, but it will not accept my payment because it is "late."I want them to waive their late fees and apologize for making me take a half day off work to go to their office twice. I just want to make a payment and give my notice of May being my last month renting unit A88. They did call several times in the morning. I'm an interpreter and I an mot able to answer the phone in the morning because I'm working interpreting. They always leave the same phone number where no one answers when I call back. I had to pretend I was a new client to be able to speak to a human. I was then told that I had the wrong address. After I informed them of my intention to file a complaint with BBB, I was given a new address that is off premises to make a payment. I have to take another day off from work to go make a payment.

    • Initial Complaint

      Date:05/06/2024

      Type:Order Issues
      Status:
      Unanswered
      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 04-05-24, at 12:49 P.M., I rented a storage unit at Cubesmart Self Storage, ************************************** **************. I told the manager, '********', that I did not have a personal phone number; however, since I had an email address, the rental was approved. I planned to park my personal vehicle, along with sone auto parts, in the unit. I brought a Pensky 16' moving truck with me, which I parked in the parking lot in front of the manager's office. I pointed out to '********' that the moving truck was rented by me. I paid for the unit, as well as the required protection plan and administration fee. The bill was $239.50. The account number is ***********; the receipt ID is *********. I left the business and returned after 6:00 P.M., only to find that my gate code was not working. Unfortunately, the office was closed. The following morning, I attempted to use my gate code again, to no avail. '********', the manager, was on duty, and informed me that the contract had been cancelled, due to my not providing a personal phone number. The company sent me an email the previous afternoon, which I was not aware of, informing me that my account would be credited $239.50. Cubesmart Self Storage reneged on the rental agreement, and acted in bad faith. I was not able to utilize the rental moving truck, which cost me $231.15. Had '********', the manager, not approved the rental in the first place, I would have made other arrangements. I would like to be reimbursed $231.15 for the rental truck.

    • Initial Complaint

      Date:05/06/2024

      Type:Product Issues
      Status:
      Unanswered
      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 emailed me regarding placing a lien fee of $120.00 on my account due to my payment being 21 days late. First off, I have a signed contract that states a lien fee of $110.00 would be charged if the rental payment isnt paid on the 30th day after the payment is due. Why would you try to charge me within 21 days. Theres a contract. Thats unlawful/illegal.

    • Initial Complaint

      Date:05/05/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Their "late fee" is *****% of the monthly rental fee. That is excessive and cruel for people on fixed income. $79.07 is my monthly rent, and $97.52 is the total when a late fee is added. The difference = $18.45 which is *****% of the monthly rent and IT'S NOT EVEN MY FAULT THE PAYMENT IS LATE THIS MONTH,,, ********** cancelled my debit card on 4-26-24 and Cubesmart's rent was due 4-27-24. Today it is 5-5-24 and I still won't have my replacement card until 5-8, 9 or 10th says ***** cust serv (?). Meanwhile, no manager is available to talk to at cubesmart.

    • Initial Complaint

      Date:05/01/2024

      Type:Product Issues
      Status:
      Unanswered
      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 ****************************************************** Rented storage room. Went once before move in date to check out spot we reserved. No one was in office. We waited ******************************************************************** date. April 29th move in date. No one in office. Gate wide open and was the first day we went there too. Staircase full of trash and smells like urine and f**** We were told someone would contact us in 48 hours for a refund and no one has contacted us. We have called multiple times and keep being told that the district manager will reach out to us. Please have someone contact us asap with our refund.

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