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

• 

  U-Store-It

  3899 N Oracle Rd Tucson, AZ 85705-3251

• 

  CubeSmart Self Storage

  2220 Watson Way Vista, CA 92083-7924

• 

  U Store It

  28401 Rancho California Rd Temecula, CA 92590-3617

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:01/29/2024

  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.

  Store manager failed to secure unit after ceiling breached For five days. unsecured for 5 days DESPITE MY REPEATED REQUEST TO HAVE MANAGEMENT secure UNIT nothing was done.
  Unit not secured until late evening October 31, 2023, after 7 pm.
  See repeated emails and phone log to management questioning why my property and unit still left unbearable.
  Correspondence between manager also shows that she was not even aware of the break in or unsecured unit. I forward her all emails sent previously to her office and corporate to correct this lack of knowledge regarding her business and my property Finally on 10/31 she performs a poor job securing unit. See attached photos where vandals have simply lifted edges of wire up, they after all were merely braided with weak rope, making access easy STILL
  MANAGER WAS ONLY CONCERNED WITH LOCKING ME FROM PROPERRTY DESPITE BEING TOLD TO LEAVE ITEMS UNTILMSHE AND POLICE COULD INSPECT. Neither police or I would wait for three more scheduled attempt;?handled with out her or district manager
  Worth mentioning that on Monday October 30 office staff at location said they were not even aware of my reported incident — said that had issues with email and phone system. Advised this issue would be resolved by end of week
  
  Attached emails Substantiate MY DUE DELIENGECE AND THE LOCATIONS IRREVERENT NEGLECT. NOTE MY REQUEST THAT DISTRICT MANAGER REACH out to help solved nothing—on December 27, after his assistant profusely apologized for his absence and the managers neglect, only then did I hear from him.
  
  I feel personally that every item
  Listed on the police report should be replaced, especially given the dishonesty and coercive attempts to alter what IS DOCUMENTED NEGLIGENCE! CubeSmart, Unfair, unethical, and sloppy business practices. .
  At minimum I seek two claims. TO COVER THE MULTIPLE TIME ITEMS WERE TAKEN FROM UNIT.
  
  Finally, Falsification of Documents constitute insurance fraud and this is what management has don here.

• Initial Complaint

  Date:01/25/2024

  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.

  About 6 months to a year ago I rented a storage unit from cubesmart before then I rent from public storage in ******* I left that facility and came to cubesmart because there was aggressively raising their rates would always pay my storage Fee three to four months in advance . Within that first year public storage announced that they would be taking over management and there would be a raise in rental fees at that time I inform them that I would be moving by the beginning of January on November the 18th I have paid some movers rented a storage unit and rented a truck paid the movies $300 U-Haul cost $76.88 $13.00 in gas new storage unit cost $166 a month I have some other moving to do that day also so my time was limited only had 4 hours to complete the task once I made it to the facility **************************** the asset code which I was originally given by cubesmart no longer worked public storage has changed the codes without notification no staff on duty made several attempts to contact someone from cubesmart and public storage at some point someone returns calls I think I left a voicemail eventually I received a call back was told that the code I have was never the right code and the one they provided had always been the code .new code was sent by email or text

• Initial Complaint

  Date:01/17/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 were issued a refund check by CubeSmart for $46.90. (12/28/2023) Deposited check to our account with *********** Check bounced because account had been closed. Check was from CubeSmart , ************************************************************** with Bank of *******. We called CubeSmart on Hickory St in ****** on 1/11/2024. Was told they had to talk to boss. Placed followup call 1/12/2024. Call never went through. Maybe disconnected?

  Customer Answer

  Date: 02/13/2024

  a replacement check has already been sent

• Initial Complaint

  Date:01/07/2024

  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.

  My unit suffered water damage because of a roof leak. I am on the 2nd floor of a 3 story building. The water leak was not reported to me, and the manager said the corporate office instructed staff to NOT reach out to customers about the leak and NOT to inspect or photograph units. The stairwell walls are soaked even after 3 weeks of no rain, and there is still dripping from the roof.Water had been sitting in my unit for 3 weeks. Mold and mildew started to grow on some items. I had to throw out tons of documents that were soaked together, and childhood letters were damaged. Vinyl records that I owned, some where only 300 had been pressed, were soaked through and damaged.I am looking for a refund on all rent I have spent as well as additional compensation for the labor of itemizing my damaged items and the emotional distress from having personal keepsakes damaged beyond repair due to gross negligence of building maintenance.

• Initial Complaint

  Date:01/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 an old card which failed payment, received a voicemail from them and updated it on the day the invoice was due. Got a voicemail today that payment was past due. They ran the card today and all good. Except they are charging a late fee…essentially because they re-ran the card late. They refused to remove the late fee. This complaint is specific to the Waltham, MA location.

• Initial Complaint

  Date:01/05/2024

  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.

  I have storage unit **** at CubeSmart on ***** *************. Miami gardens Fl *****. in October, I saw a rat walking with the male assistant manager when we spotted the rat. now in December, I made a claim with Sure Smart Protection Plan that I have on my unit. The insurance company Great American denied my claim when I sent them photos of a rat, I also sent them numerous photos of damages to my property inside. I was told unit **** has a couch with rats living in it but they have no one to remove and clean the unit out which sits across from my unit. expensive shoes, purses shirts with tags on them never been worn has the liquid dropping from the rats, but they are telling me there's nothing to be done. I feel its negligence on their part to have a unit with rats in couch to still be in the storage. as of 1/2/24 I myself was given 2 big sticky rat traps I placed in my unit although that's not my job to do. My claim number is 5cc3co6 with Sure Smart. my claim number with ***** *******insurance Group is*********. ***************************, Divisional Assistant Vice President has denied my claim after the store managers and all my photos and videos were shown as proof of the damages. I think that this company is unfair although I was told I have to carry their insurance {************. If you or someone goes there the smell is bad in storage in the bldg., please help me get this issue resolve I have paid too much money to have my things there got destroyed by rats that the business should be on top of the problem. I been in the storage since June of 2023 I first reported the rats in October nothing was done, I made the claim in December 29,2023. ***** *********Insurance  was rude wouldn't talk to me at time only by email if you need every email I can send from my phone with the pictures and videos that I shared with them. Please assist me in getting compensated for my damages.

• Initial Complaint

  Date:01/03/2024

  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.

  In May of 2023 my Sister Passed  Away, She had a storage unit at this location. I paid the fees for 3 months attempting to contact the management to find out what legal process I needed to complete to recover the contents of the unit. My calls were never answered, I left contact information and was never contacted back. After 3 months I gave up on my efforts and quit paying the storage fees. In December I was contacted by the Manager, *********************. He informed me that if i paid the fees I could access the unit with a copy of the Death Certificate. I paid the back fees in the amount of $802.78 A copy of the death certificate was provided and the NOK listed on the Death Certificate attempted to access the unit. Access was denied and NOK was informed that further legal document would be required. This directly contrast the information I was given by *********************, who identified himself as the site manager.************************* lied to me in order to collect fees, knowing he could not/would not grant the access. When access was denied I requested a refund. I paid the fees only because I was told I could access the unit with the Death Certificate, **************** was informed I had no ability or desire to get court documents. Please read the attached Statement for a detailed complaint.

• Initial Complaint

  Date:12/31/2023

  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.

  I am a customer to the CubeSmart self storage in San Bernardino, California, and I have been such since 1/19/21. I don’t presently live in California anymore but I still make the payment every month. This month, there was a fraud incident that took place with payment card that I use to pay my bill online, which prevented me from paying my bill by the deadline so what I did is I sent an email to CubeSmart informing them of this discrepancy and that I would be sending a money order. I sent $160 which accounted for the storage unit and the late fee, which should have resulted in my balance showing the upcoming storage fee. The email was not answered or responded. Then 30 minutes ago I get a call from the manager saying that they don’t except partial payments. I was confused because I did not send a partial payment, I had sent a money order before, specifically, through corresponding with her. But not only did she disregard anything I was saying, she told me that an additional lien fee would be placed against my account totaling $110. I told her this is no way to treat a customer that has been with the company for almost 3 years, but she had zero regard for what I was saying. I believe this is illegal because it doesn’t make any sense for additional fees to be attached to my account when I communicated and sent in a payment to make my account current.

• Initial Complaint

  Date:12/28/2023

  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’m upset to see that Cubesmart raised my rental costs over $60 in less than a year. They also told me that they do not offer a military discount. I’m so ashamed and feel scammed by this company. I request that someone from the “CORPORTATE HEADQUARTERS” in Pennsylvania, contacts me by phone to discuss this terrible business practice.

• Initial Complaint

  Date:12/18/2023

  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 early December 2023 I inquired about the price of my unit increasing to $350 per month at the ************************************************************* location. I spoke with the storage manager *** who said there was nothing they could do about the increase and my only option would be to switch units. They had a larger unit available in my current building for $230 a month and I agreed to transfer. On the day of my transfer another employee assisted me with the move in. A few days later I noticed online my bill was going to be $317. I spoke with the store manager who said her district manager said I couldnt have the $230 price on the new unit since I was an existing customer. I spent 3 days moving all my items to the new unit only to be bait and switched! This is beyond unethical and a poor business practice to rope people into expensive units. The district manager "Art" will not call me back or honor the price I was quoted in store.