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 has 1131 locations, listed below.

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• 

  CubeSmart

  5 Old Lancaster Rd Malvern, PA 19355-2132

• 

  CubeSmart

  5353 E County Line Rd Littleton, CO 80122-8109

• 

  CubeSmart Superstore

  201 Lake Ave Bristol, CT 06010-0424

• 

  CubeSmart Superstore

  171 Cedar St Branford, CT 06405-6012

• 

  CubeSmart

  10121 Warren Pkwy Frisco, TX 75035-6012

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:03/11/2024

  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 been a customer of ****************** for several years. About a month ago, I sent an email to corporate asking if they were going to fix the leaking roof and actually clean the floors and much have never been cleaned since I signed my lease. The building is filthy and leaks in multiple places when it rains. I never received a response regarding my inquiries but instead received a rental increase notice in the mail in the amount of $24/month. Mind you, nothing has changed. My unit is still the same. The filth on the floor is still the same. The frequent malfunctioning doors are still the same. The disease-ridden bathroom is still the same. The rude receptionist is still the same. The rain pouring in from the outside leaving puddles is still the same. I am demanding a decrease in rent for this nasty facility or assistance moving to a new one before my rent increases in less than 30 days.

• Initial Complaint

  Date:03/07/2024

  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 rented a spot from cubesmart and complained about over charge someone hit and damaged the whole side of my trailer and the company says there is nothing they can do I want the monies for repairs and storage spot refunded I paid for insurance at there facility and I electronically paid I just want to fix my trailer and monies back to got somewhere else

• Initial Complaint

  Date:03/06/2024

  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.

  Cubesmart sold my unit, without notification of lien or notice of sale. They processed an unauthorized payment unclear of what the payment.

• Initial Complaint

  Date:03/05/2024

  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.

  March 05, 2024 Transaction date Issue: Rented unit 5038 on Feb. 07, 2024 Month to Month Stored item removed in a couple of days (unit) emptied Went to the location to cancel the contract on March 5, 2024 They charged me n$40.22 for two locks and kept the locks as well.

• Initial Complaint

  Date:03/01/2024

  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.

  My family put our belongings in your facility in good faith that things would be returned to us. At least the way we put them in. We have been timely and whole with our payments that have been raised without any warning I found rat poison, that was now all over my living room, all over my hallway, and my clothes, and my bags and boxes not only was I scared for myself and my highly sensitive son But also Your company is Using rat poison that I was unaware of, and was now Like I mentioned all over my house, and a lot of what I owned, and Then I realized There were also rodent droppings everywhere. Poison and rodent droppings were in my closed boxes and vacuum sealed bags which I gotta say I dont understand how but they were. Your business is where we store our belongings and believe they are safe and clean. I was assured several times in my contract and your advertisements that this was so . If its worth storing Its worth insuring right so I did that as well on the Advice of your company . I surely did not suspect I was putting my belongings in a rodent infested building, which uses rat, poison haphazardly and then washes his hands from the whole situation. This is shameful. Its me and my son and thats all the belongings we have to our name. I believe I did my part. I followed all of your rules so I wouldnt harm your company in anyway , I do not believe you did the same for me and my family . Consequently, I am trying to clean, wash, disinfect and/or burn everything I own Please tell me That your company isnt going to just let this go ? The building on ********* in ******************* is obviously infested !!Which your staff is aware of Not only was it not clean after I put my Belongings in the unit. It definitely wasnt kept safe. I need some sort of action to be Taken So I could be brought whole . I have spent a lot of time and money To remedy this problem . I have rat droppings and poison all over everything I own

  Customer Answer

  Date: 04/02/2024

  I reached out to cubeSmart headquarter offices. I spoke to The customer service agent on the phone for 20 minutes. Explain my situation to her ask for a call back from superior there. She informed me that nothing was gonna change. It was gonna stay the way it was after I told her my case I said thats OK. I would still like to leave a message I have not received a call back

• Initial Complaint

  Date:02/26/2024

  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.

  Ive been a customer at your ********************** ***************** location in *******, ** when it was U Store It with *** for years. When the location was safe, secure, clean and the prices were reasonable. Now, its pretty much the total opposite with the only decent thing being, ******. Ive been ************ when you allowed a customer to live in his unit for months. Once you allowed that to happen, the breaking in of the units ensued. I was there when 65 units were broken in, in one day but someone lives on the premises. Lighting poor, cameras not facing the same gate that was cut numerous times and no security and through all that, the rates continued to sky rocket. And now, this location has known for a very long time that the entire property is severely infested with rats and I have to find out by walking the filthy hallways littered with dirt, droppings and my belongings destroyed. You send out notifications for rate increases but were not notified of a rat infestation you knew about? You will be held responsible for my damage. In all the years that Ive rented here, Ive only once seen mice droppings and that was rare. And to have the audacity to most recently raise my rates again.

• Initial Complaint

  Date:02/26/2024

  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.

  My name is ***********************, and I have been a tenant of Cube Smart for the past couple of years.I am reaching out to you today regarding an urgent matter involving my storage unit. Earlier this morning, on February 25th, my husband visited Cube Smart to access our unit and was informed by a clerk, who identified themselves as the manager, about an eviction notice on our unit. I was shocked to hear this news as our unit is currently paid up to date.According to the clerk, they alleged that I had displayed aggression towards one of their employees. I want to clarify that these accusations are unfounded, as I have not been on the premises nor acted aggressively towards anyone associated with Cube Smart. The clerk also mentioned that they were aware of the situation and regarded it as *****.This situation has left me deeply concerned about the safety and security of my work-related items and family heirlooms stored in the unit. I kindly request your full and immediate assistance in resolving this matter promptly, in order to alleviate my concerns.Given my longstanding tenure as a Cube Smart tenant and the fact that my unit payments are up to date, I am baffled by the eviction notice and the misunderstanding surrounding it. I kindly request that you provide me with an immediate callback to discuss this issue further and to work together toward finding a swift and satisfactory resolution. It is imperative that we address this matter promptly, as I currently feel threatened by the potential loss or theft of my belongings.Lastly I spoke to the store manager and he basically stated he can do what he and his employees want if information given to him is unfounded My unit is paid up to date No one of the higher *** besides the general manager ************************* has contacted me and he was very dismissive

• Initial Complaint

  Date:02/25/2024

  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.

  The problem here is that the business wants me to pay $1,021.50 for the month of December 2023, January 2024, and February 2024. They applied a late fee of $10 per day for each month while the actual monthly payment is $273.75 as agreed. Plus a $110 fee called ************** Lien Fee. The total amount sort for by the business skyrocketed to $1,21.50 and they also claimed that after paying the total amount that my items will be Auctioned. This is my problem. I need help.

• Initial Complaint

  Date:02/14/2024

  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.

  We moved furniture and our possesions in boxes and plastic containers (o food or scented items) into Cubesmart in ***********. They claimed they were a better storage facility and this is how they justified their high prices. A few months later, we noticed the roof had leaks and rust and debris were dripping onto our things. We also noticed mouse droppings. The manager said they would take care of it and in the event anything was ruing, we could file an insurance claim and be compensated for damage. When we moved out everything was covered in mouse excrement. there were mice/voles in our furniture and even plastic storage containers. They made nests in shoes, mattress pads, chairs etc. ************* denied our claim stating rodent damage was a part of wear and tear in our CubeSmart contract. They will not return my phone calls. The manager of the storage location will not give me the number to his superior, just an automated phone line with a general voice mail option. I left a message and it was not returned. We had quite a bit of damage and had to pay our movers in full even though we could not move anything into our home because it was covered in urine, feces, and ceiling debris.

• Initial Complaint

  Date:02/13/2024

  Type:Delivery 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 December of 2023 due my health issues and current disability status, I had to downsize and was moved into a small studio. In lieu of this, I sought out storage space. I contacted/visited Cubesmart Self Storage, located at ************************* Bronx **. There, I opened-up a Unit#C1228A. I also had to informed the Representative what I was storing. I informed her of the following:Medical records with sensitive information, expensive designer suitcases and some books. Due to my health issues/needs and being out of town for the holidays, I over-look payment for January 2024. I spoke with a Cubesmart Representative on 2/5/24 who informed me that I could pay $80.00 as soon as possible. On 2/9/24, A Representative called me, informing me that I could pay $90.00 but I would have to retrieve my storage. I informed said Repsentative that I would be in on 2/12/24 to complete the transaction. On 2/12/24, I called Cubesmart at ************ to inform them that I was enroute and was informed that my Storage Unit was empty, in the interim, the Representative. who Identify himself as ********* stated, that, I came and got my stuff. We reviewed the Unit, asked if I was *********************, I informed him, that I did not retrieve any of my items as Cubesmart had use there company lock at the time of admission, as a courtesy as I was without a lock.. I then reached out to Cubesmart **************** at ************, a ************************************** informed me that she tried to reach the General Manager to no avail, she then provided me with the overall Supervisor #. *************************, who failed to answer at ************.I am very distraught as I am unsure what/where my items are, of Special concern is the handling/exposure of my medical/health information, including time-sensitive documents, and the missing luggage.and Books.Todate, no one has any answers. I am requesting camera-footage from Cubesmart Self Storage.I am also requesting the return of my storage or suitable compensation.