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

  1540 Altura Blvd Aurora, CO 80011-5714

• 

  CubeSmart

  1733 S Wadsworth Blvd Lakewood, CO 80232-6821

• 

  CubeSmart

  5815 Arapahoe Ave Boulder, CO 80303-1330

• 

  CubeSmart Superstore

  45 School House Rd Old Saybrook, CT 06475-4034

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:02/12/2024

  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.

  ****** and ****** are both very hostile, unpleasant, unapproachable employees. March 2023- I set up autopay. July there was a lost payment issue- I resubmitted they refused to accept the payment& raised the rent. Due to the ************************ from the staff I moved out of the storage unit. My fiance decided he would rent in his name to remove the target off On 9/2/24 at 11:27am on a recorded phone call, ****** advised my fiance no one associated with her can rent from here, shes being evicted due to lack of ************** banned which was slander, deformation of character, and disclosure of private information. It was false information so he proceeded with renting anyway.11/22/23 I stopped by our unit Serina as always- unpleasant & obnoxiously started targeting me via loud speaker. ON CAMERA! She proceeded to leave the office, make her way to my storage unit to ask me is there a problem then she threatened to evict me. I came to the office to be evicted she wouldnt allow me into the office. She then advised ****** was about to clock out I assume to get physical with me. I called the cops and the General Manager ********. January 2024 we downsized- The staff was calling us so much we changed our numbers. STAFF CALLED MY MOMS HOUSE PHONE: explaining the larger unit was unlocked. My Mom advised the staff its unlocked because its vacant After being advised the unit was vacant Serina locked accessed to the PAID smaller Unit? During a recent visit to the facility- I had to contact after hour support speak with a manager who gave us an emergency code to access our paid unit 11 months, 3 units, 3 prince increases, a threat to fight me, and 1000 unwanted calls later, I am filing this complaint to ask 1. How is an employee who threatened to fight a customer still employed 2. Why would the access to a paid storage unit be restricted? 3. Is it permissible to disclose payment history information about a customer to a potential client?

• Initial Complaint

  Date:02/12/2024

  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.

  They false advertise safety for your belongings to be stored while creating and executing fraudulent business practices and fraudulent insurance practices!

• Initial Complaint

  Date:02/09/2024

  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 renting with CubeSmart for 12 years, paying for a climate controlled unit. Upon visiting the unit, I was shocked to find that all of my furniture, and several other items were covered in mold. I was told by the manager that they are not responsible for damages that I need to contact insurance. Insurance, however doesn't cover any type of water damage.So I paid for a service for 12 years that was not provided AND had to throw out all of my furniture. CubeSmart has done nothing to remedy this.

• Initial Complaint

  Date:02/08/2024

  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 February 30, 2024 I was scheduled to move my items out of my storage unit 0307, account no. *********. Unfortunately, it was determined that there was a mouse infestation in my unit where my bed and many other items like furniture and clothes was full of mouse urine and ***** matter. I immediately found the manager, which she took pictures and then had to go to another location. She said that the insurance the made us sign up for does not cover rodent damager. I found out that the managers are told not to tell the customers that this mandatory insurance does not cover rodent damage, which is so deceitful. Also, that the exterminator has been called out for rodent issues but they did not follow through with the advice of the exterminator. I also had some water damage to my facility but the insurance is supposedly covering that. I would like the items replace that were destroyed by the mice infestation. Also, that they informed customers of how rodent damage is not covered by the mandator insurance. Estimated cost of damage replacements is $3,500.

• Initial Complaint

  Date:02/05/2024

  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.

  Over the last five months, I have been speaking with the local management about a rodent problem in the building. I have notices mice dropping in my unit. I check my sneakers and notice mice dropping and shed paper in 20 different boxes, as well as holes in sweaters like my Polo and other expensive items. I informed the management with pictures an their employees even seen my item. They noted the issues in the systems and told me. The DM was going to reach out. He did reached out once. As my stuff is not covered by their Insurance. As of today, I lost about ***** in clothes and sneakers. I also have video of the issues

• Initial Complaint

  Date:02/05/2024

  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.

  This company was Capitial City Business and Storage and they had a lot of my items missing ot of storge and they switch it in and out before last May 2023 and some of it was missing last November 2023.The Cube-smart ownership stared in May 2023 and items were missinthe puyt back and caused a lot of problems and it was missing in November 2023 when I made last payments..I would like to dispute the billing of $249.00 I received from them from cubesmart onnew owner but same previous ownermanagersfor account#Rented ********* for *************************************

• Initial Complaint

  Date:02/01/2024

  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 was going to rent a bigger unit but first month was free and the one i have is bigger then that one i have kept the lock and explained to ****** what was going on and he closed me out #*** was the unit number protection plan ***** and admin fee ***** and did not realize that fee i did not get that fee at the other unit i have been renting for at 4 years ******* i would like the admin fee back and protection plan if possible thank you

• Initial Complaint

  Date:01/31/2024

  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.

  My rent was hiked up again from $288.56 to ****** which has been more than $100 rate hike this year (highway robbery and in my opinion fleecing customers) I have been a good paying customer for well over 7 years. I went to my bill pay the beginning of December and changed the amount for the December payment, but it sent the old amount of $288.56. So, I sent another $43.20 because I was short. They told me it had to be there by Friday, so I filled out my bank bill pay and the calendar said it would be there on Wednesday. I found out later the payment didn't get it there until Saturday because of the post office was late. The next week received both payments in the mail that the bank sent to Cubesmart, so i couldn't redeposit them. I then a few days later I get a call from the district manager ****** and she said that the the post office delivered them on Saturday, so they refused them, and she said need to be paid in full and added a late fee, not sure how much the late fee was because she never told me over the phone! If they would have accepted the payment and if ****** just had me pay the late fee over the phone or at Cubesmart ,everything would have been good and this mess wouldn't have ensued! I would be paid in full for December. BUT being the unfriendly business they are, by this time my January payment was also sent back and ****** told me that I had to go to Cubesmart by me and pay the amount in full. .I finally caught the Cubesmart manager in her office after a few days of trying and she told me I owed a whopping $832.92 that is $172.40 more than 2 months rent. That is a huge late fee which included a $110.00 Administrative lien fee! THIS IS LUDICROUS and totally UNCALLED FOR CHARGES for the post office causing my payment to be 1 day late! I escalated the claim to ************************* a regional manager from *************** he never called me back and kicked it back to ******. I called ****** again and he hasn't called!! They are jerking me around with this!!

  Customer Answer

  Date: 02/02/2024

  I want to resolve this bill, but ************************* seems to be not wanting to talk to me about it. Cubesmart is refusing to resolve the issue with me in a timely manner! The first time I sent a message to ****** through the corporate secretary, he just kicked back to ******. I tried explaining the situation and talking with ****** but it was like talking to a brick wall. The conversation just went in circles with no care of what the situation was. It is ridiculous that I am being charged all of these late fees just because the post office delivered the bank check 4 days later than expected on the 23rd, and it was 3 days later than the bank said it was going to be there on the 20th. ****** said they needed it by Friday.  I can not foresee when the post office will be on time or x amount of days late. I sent the My bill pay has been sending them payments for ******* and going to be February and they are returning them because of this mess. I just do not understand why this company is giving me such a hard time with the bill. I never had any issues when ****** was the manager at the Cubesmart. He worked with me when there was an issue with my bank I had an issue once before when my bill was increased and the bill pay didn't get updated with the new amount. But it never ended up in a mess like this and we worked it out and I payed my bill no issue. BUT these new people that I am now aware of just are unwilling to see past their noses. If I am a good customer I hate to see how they treat their bad customers!!! I have no clue what that Lien fee is? and they are charging me late fees on the money my bank sent already that they are sending back. What kind of cheesy business practice are these??? I work hard for my money and now I am getting cheated out of it by their cheesy business practices. I want this resolved before they auction my storage unit like I heard they have done to other people that they were screwed out of their stuff. I included the latest bill they sent me. In the last upload I sent the 3 checks by bank sent them that they sent back to me that I can not do anything with because they are made out to CUBESMART, so technically I paid them, I just maybe owe a late fee for the post office being 24 hrs late!  I just looked at the calendar for December when my bill was late, ****** said my bill was due on the December 23rd, she said they received it on Saturday; well Saturday was the 23rd, so how could my bill be late??? 12/23/2023-1/22/2024 Interesting!!!

  Customer Answer

  Date: 02/11/2024

  I went to Cubesmart on 02 Feb24 and spoke to the manager at the store my unit is at, and I brought all the checks that Cubesmart returned, and she tried entering them into the system and they were accepted. I also paid the late fee of $59.40 and the ** Administrative lien fee of $110.00 fees they attached to the account. I wanted to get everything paid before they go behind my back and sell my stuff like they did at other sites that I read in the customer complaints!   I will accept the late fee even though I think it is still ** I have to pay for the *********** in not doing their job by taking much longer to deliver something that should take a day or two and not four days; I'm not in **********! *** I do want a REFUND of the Administrative lien fee of $110.00 fee, because the District Manager could have avoided this whole mess if ****** gave a c*** about customer service and wasn't egocentric or indifferent! 

  I have copies of the paid bills, but I do not think i need to attach them because Cubesmart has them in their system.
  

  
  

  Customer Answer

  Date: 03/10/2024

  The DISPUTED AMOUNT on the form is $110.00 for the late fee. As this all could have been avoided by ****** doing the right thing! The rent was taken care of by the Cube Smart manager that my unit is managed by. I went up there with my sent back bank checks that Cube Smart received from my bank and the Cube Smart manager resubmitted them at the site. So my rent was paid and they did receive the checks from the bank. Cube Smart policies are just blind! Everything has been fine there other than the fact they are price gauging for rent like everyone else on the Covid band wagon! It should be criminal to do this crap! In conclusion if I get the refund of $110.00 for the late fee then I will be back to a level playing field!

• Initial Complaint

  Date:01/30/2024

  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 automatic payment failed in error. When I requested they process the payment again they refused. I attempted to go to the store as they requested and the office was closed. I am unable to go to the office during their hours and I am unable to get into the app to make a payment. When I call their call center I am told no one in the call center can process a payment. I have been treated poorly by every representative I have spoken with on the phone. ******* and ******* both hung up on me for asking questions about how to escalate to their supervisors. They had no issue processing an escalation for employee behavior regarding the store but when I asked to file a complaint against ******* and *******, I was told no. ******* affirms he is the highest ranking supervisor in the company and there is no way to file a complaint regarding employee behavior for representatives in the call center. When I called the number provided to make a payment I was told my balance was $20 higher than the text they sent me the same day. I am attempting to make the payment one day after they notified me the payment failed. I confirmed with my bank the money is in the account. I would like the late fee waived and I would like a free month of storage for my inconvenience and being locked out of my unit because Cubesmart refuses to process a payment.

• Initial Complaint

  Date:01/29/2024

  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 had to pay the monthly rent to cancel my lease. I was 9 days late and they didn't let me get my items until I paid the rent even though I was canceling the lease. I basically paid rent for a storage unit I am not leasing anymore.