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

  5353 E County Line Rd Littleton, CO 80122-8109

• 

  CubeSmart

  3265 E Speedway Blvd Tucson, AZ 85716-3933

• 

  CubeSmart

  2855 S Pantano Rd Tucson, AZ 85730-1141

• 

  U-Store-It

  3955 E 29th St Tucson, AZ 85711-6101

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:05/01/2024

  Type:Product 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.

  Since February 2023, my family has rented two storage cubes at the CubeSmart facility on **************** in *********, ********. After our initial move-in, we have tried on at least five occasions---around July 2023, September 2023, December 2023, February 2024, and April 2024---to move belongings out of the cubes, including making an advance reservation to rent the facility's moving truck. Each time, however, we arrived (after driving 30 minutes to the facility) to learn that the only elevator that services the upper floor where our units are located was out of service with no estimated repair date. The employees advised us to use the emergency stairs, but that is practically impossible: we are senior citizens; at issue are larger pieces of furniture; and the stairs are narrow and require sharp turns. We asked for contact information for management but the desk employees expressly refused to provide it. Moreover, we have found that the exit door to the stairwell, which is supposed to be closed to the outside for security reasons (as a sign says), is usually propped open. Given that as a practical matter the facility is holding our belongings hostage, we asked for financial consideration: two or more months' rent waived on both units. Instead, through an intermediary desk employee (because they would not provide management contact information), the facility offered to waive one half-month's rent on the less expensive of our two units. And even that remedy they failed actually to provide. What is more, the facility has raised the rental rates on our cubes twice during our tenure. After an initial promotion, we paid roughly $770/mo for five months, then roughly $946/mo for eight months, and will be paying roughly $1,128/mo starting in May 2024. We booked professional movers for June 2024 but have no confidence the elevator will be working then. CubeSmart should refund us $5,000---several months' rent on both cubes, our moving costs, and money for our wasted time.

• Initial Complaint

  Date:04/12/2024

  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 04/09/2024 I paid my storage bill at Cubesmart in *****, **********. When I opened the unit I discovered that my belongings had been destroyed by a mice/rat infestation. There is mice/rat droppings and urine on my bed, (2) couches, kitchen table and chairs, and other items. The storage floor is covered in mouse droppings. I live in ******** and was paying my bill online. So I was unaware that Cubesmart had mice/rats because no staff member contacted me. I want Cubesmart to pay for the cost of my damaged belongings and to reimburse all of my storage fees. I paid insurance on my unit to cover damages. The insurance company that Cubesmart uses is Great ************************ Cubesmart and their insurance appear to be running a scam on their customers. When a customers property is damaged due to their negligence the insurance company denies the claim and pockets the money. Cubesmart customers nationwide have most likely paid millions of dollars in insurance fees. An investigation into Cubesmart needs to done immediately.

• Initial Complaint

  Date:04/08/2024

  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.

  Cubesmart continued to charge us after termination of contract.

• Initial Complaint

  Date:04/03/2024

  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.

  For years I have had (4) self-storage units rented at the CubeSmart #****, located at ***********************************. In recent months I have fallen behind on my rent due to medical expenses. (My wife has Stage 4 Metastatic breast cancer) I was able to save two of my four units from lien, but two of them were sold at auction on 03/15, with the two sales ending with excess funds of over $25,000 due to me. According to CubeSmart's records, the excess fund amount is only just over $20,000, but I have a copy of the exact figures the auctions ended at. Whichever figure is correct, it has been almost 4 weeks since my property was sold at auction, and CubeSmart has refused to pay me the excess funds. I have talked to countless people at CubeSmart from online **************** Reps, to **************** Reps on the phone, to the local Facility Manager, and even the District Manager over this area. No one can provide any help or information on where my money is. I feel like I am being totally ripped off. The local facility Manager has lied to me about the auctions procedures for the past two months. The District Manager corrects her and promises things will change, but nothing ever does, and I am still owed over $20,000.

  Customer Answer

  Date: 04/06/2024

  I spoke by telephone again on Wednesday, 04/03/24, to CubeSmart area District Manager ***********************.  He advised me that he would check on the status of my payment and call me back.  Today is 04/06/24 and he has not called me back.  This is status quo for ******************.  He always makes promises to do something and never follows through.

   

  ***************************

  Customer Answer

  Date: 04/11/2024

  I did get a voicemail from District Manager *********************** on 04/10/2024 and an email from Cubesmart **************** at the same time.  Both stating that one check had been mailed to me on 03/29/2024.  I find that very hard to believe since that was 13 days ago and I have not received a check.  The email only stated one check had been mailed, and it was the smaller of the two refunds due to me.  The check that was supposedly mailed was for $5500, which was the excess funds for one unit.  The second unit, which sold at the exact same time as the first, has an excess funds due in the amount of over $15,000.  No mention of that refund at all.

   

  Respectfully,

   

  *********************************

  Customer Answer

  Date: 04/15/2024

  It has now been one month to the day that my personal items were sold at auction by CubeSmart.  I now cannot even get a return phone call from the District Manager of my area.  I called him shortly before **** on Thursday of last week and left a voice message requesting a call back, and I have heard nothing.  I have attached a copy of a receipt I received via email from CubeSmart on 03/25, stating that one of my unit refunds had been issued.  That was 21 days ago, and I have not received the check that is mentioned in the email.  I have had no correspondence from CubeSmart on my second unit that was sold the same day.  That refund is in excess of $15,000.  When I initially filed this complaint with BBB, one of the questions the form asked was if there could be a criminal case.  At the time I made the complaint, I checked no.  I now feel that this has elevated to the level of being a criminal theft.  CubeSmart sold two of my personal storage units at auction, and by Texas State Law, they have to refund me the excess proceeds from those sales.  It has now been a full month and all I have received is an email saying that ONE refund was issued, but I have received none of the monies owed to me.

   

  Respectfully,

   

  *********************************

   

  Customer Answer

  Date: 04/16/2024

  Today I received a phone call from the District Manager over this area, *****************************.  ****************** told me today that he was wrong in what he had told me two weeks ago, and that no checks had yet been mailed to me.  Even though I received an email on 03/25 from the CubeSmart corporate office stating that one check had been sent, ( I uploaded a copy of that email and submitted it yesterday), now I am being told that since the amount of the checks that are owed to me are so large, the approval process to issue the checks had to go through multiple levels at Corporate, and they have not been issued yet.  Can CubeSmart make itself look anymore like a clown show?

• Initial Complaint

  Date:04/02/2024

  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 complaint is on Monday April 1,2024, I received a cellphone call from Stor It self storage facility located on *****************. The Cube Smart agent had informed me that my April 2024 was due. I was confused I had seen the email in my inbox earlier and thought nothing of it. So when i asked her wjy she was calling she told me something i had already know. Then i told her if you look at my payment history in the last two decades my payment wouldn't be made either the first of the new month or the third of the new month. She told me that a list was made and she had to cal every one on the list. Again i told her that payment are made on tbe first or third ofveach new month. Whomever put her up to it KNOWS THIS. I felt insilted and embarrassed to tell her something someone should've looked at in the first pkace. Made me feel like a criminal. If i was a ligjter skin colorr this wouldn't have happened. My payments are always on time. I would like a Supervisor to call me. I have neen there for over twenty years and they treat me like i have my stugg there for free.

• Initial Complaint

  Date:04/01/2024

  Type:Product 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 rented a unit here in January 2024 , the few times I tried to use the unit . There locked pad was malfunctioning. Problem continued so I left February 2024and closed the account. They apologized for the inconvenience and said the would refund me my money for the Feb month since I closed it in Feb 2024 . Now its April 1st and I have not received my refund . Called corporate they transfer me to the ***************** location with no answer as to where my refund is . They told me its a IT issue . Saying Im not the only person that hasnt received their refund . Its a shame how they can take your money and get away with not refunding me my money back .

• Initial Complaint

  Date:03/27/2024

  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 went to my storage unit on March 22nd and while I was there I tried to pay my bill for the month which is $149.00 I intended to use a credit card and was told that there system was down and had been that way for the last three weeks and that they could only accept cash if I needed to use my credit card I would need to go online and pay it that way.The thing is that when you go online they charge you two dollars extra and this isn't the first time they have told me that same thing it's like the third time that I have tired to pay my bill while visiting my unit and have been told that I would need to pay cash or go online where I am then charged a few dollars more and at this point I think this is just a scam they are using to reap more money from their customers if a person comes to the store and can't pay by card they shouldn't have to pay extra to go online to use their cards my unit number is 2115 and have been using this place for over five years if they can't accept payments because their system is not working why should a person be charged an additional 3 dollars

• Initial Complaint

  Date:03/22/2024

  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 have rented a unit with you for a decade, and I have been out of state/country during that time. On March 16, 2024 I arrived on property to cancel my contract and retrieve my belongings. The gates to the facility were wide open. So basically anyone off the street could walk in. This is a major concern to me since during my course of renting the unit it was broken into at least 2 times.I went to my unit and noticed that the door had a gap between the door and the frame. I literally pulled on the door to see if it was secure and to my surprise the door opened without much effort. I want to state that the way the locking mechanism was bent that unit was not secure, so my unit was accessible to anyone. I was literally shocked at what I saw, my belongings (what little was still there) were pulled out of the boxes I placed them in (I packed all my belongings in plastic boxes with lids), the smell of urine and p*** was overwhelming and my items were destroyed by rat chewing, p*** and urine. While I was rummaging through my belongings I had the great pleasure of scaring 1/2 dozen of them out of my unit/boxes and they ran down the hallway to another victim's unit. You obviously know of this rat problem with the number of traps you have around the property.You knew that my unit had been broken into by the emails that had been sent to me. I was never sent photos of the condition of my unit after the break-ins nor was I sent keys to access my unit. Furthermore the facility was not and still not secure, the entrance gates were open the entire time I was there (which I am pretty sure are against company policy).If I had seen the condition of my belongings and what little was left I would have paid you to throw my stuff away and terminate my contract. But, I was never given this opportunity since no one tried to contact me with a phone call or photos/video even though I called and let you know I was out of the country.

• Initial Complaint

  Date:03/19/2024

  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.

  In August 2023, I elected to store a few of my items in storage. I selected autopay for my monthly installments. In December 2023, I contacted the store to let them know I needed to change my payment method and also to request a claim be filed for water damage discovered in my unit. I called/emailed/chatted my request to have someone call me back. I also left various voicemail messages asking if I would be able to schedule a call as I work in insurance and need a scheduled call back. Someone called me back and I missed the call. When I called, I was told I need to speak directly to the manager to file my claim as well as make a payment. I had yet to speak with anyone until today. Today I was informed that my unit sold LAST month however I have no notification of such via email/USPS or otherwise. I've lost memories and valuables due to someone's arrogance or refusal to follow up with me. I do feel as it was done with malicious intent

• Initial Complaint

  Date:03/19/2024

  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 moved out in January took my lock off and took it and removed all my stuff from my storage unit and now theyre trying to charge me almost $500 because some one put stuff in the unit and they said there were tires in there and It was not me I took my belongings from my unit and I shouldnt pay for something that I didnt do.