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

• 

  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:11/27/2023

  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 signed a contract and paid for the year in full -for a safe to enter, safe storage, facility with elevator access, temperature control, etc. When I've attempted to enter Cubesmart, this year, to access my unit a number of things have occured. 1) There are multiple times in the past 4 years the iron gate w/ access to parking it has been wide open 24/7 for days - its supposed to be no access without a unit owner code to enter and exit. 2) In the past 6-9 months, many times when I have tried to enter my unit the elevator is not working. 3) Sometimes the door code doesn't work either. If the door and/or elevator isn't working they send you through an unsecured side door that enters a stairwell that smells like a homeless person has lived there. This is unsafe for anyone but especially a woman to have to enter and climb these stairs. 4) Then there was the rainstorm that closed the entire building because the roof had not been maintained and it effected the HVAC and the elevator. I could not access my unit for over four days, in which I store things for one of my businesses & need access to it to service my clients. 5). Today, 11/27/2023, a Monday, I went over at 8:30am to access my unit. The iron entrance gate was up. To access my unit I have to park behind the building where there is the entrance to the elevator that takes me up to my unit. This means anyone can drive back in and wait for someone to exit their car. There are box trucks and what looks like a camper van now parked back there. If someone wanted to pull someone into one of those those it would be easy. 6) The door has a security code to enter - it was not working anyone could have waited inside. 7) The elevator was not working with a code but access to the stairwell was. Meaning anyone had access to all units (and probably had for the weekend. Later, in the day -I was told it was fixed- went back and now doors and elevator were wide open! I have reported this numerous times to no avail.

• Initial Complaint

  Date:11/27/2023

  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.

  On the date of September 6th, My husband ************************************* and I were double charged on our unit. Its been a month with no resolution. We have called costumer service they said we would get our refund, it never came. So we called back, they said to call our bank, we did and they said it was never sent. Franchise Manager *** told us he "couldn't justify" giving us credit or any sort of resolution to our problem.

• Initial Complaint

  Date:11/27/2023

  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.

  Hello! I’m a long time customer of this facility. I almost daily come to their office and take my delivered packages to my storage unit. On 11/21/23 I came to office and introduced new person who will take my packages to my storage this holiday period, as we going to week vocation. Almost all employees were there and all heard and saw it. New person was there and took the packages to our unit daily. But, on 11/26/23 when it was a *******’s shift, person found that there is a overlock on our unit and staff refused to remove it, i got a call. Later, I called the office and asked if they can remove the lock, but ******* is refused my request by saying that she’s doing her job. I appreciate that she’s doing her job properly. I read CubeSmart policy and there is no agreement which says that unit will be overlocked due to 5 day payment late due to holiday period. Also, no one told me when i came with the new person and explained to everyone that he is only the worker to bring ny packages to unit (in order to help cube smart people and avoid them from the hassle to keep my packages in Office, I could just ignore and come when my vocation is ends). Now, i saw the policy on cubesmart and there is nothing saying that unit will be locked for 6 days late payment. Now, i could not took my stuff from the unit and send to airplane, my spot was reserved on airfreight and i still paid 1500$ for empty pallet in flight. Even when i was there and discussed the new person’a future actions with the cube smart staff NO ONE told me that i have payment late and unit will be locked.

  Customer Answer

  Date: 11/30/2023

  On official CubeSmart website clearly says that overlock will be only after 30 days of past due. 

• Initial Complaint

  Date:11/18/2023

  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.

  Called on or around 8/15/23 reported death of US Veteran *********************** asked to make payment on unit and how to get his things was told they were in the process of selling the Co. and his info was in the process of being added to new system and to call back. I called Sev xs between 8/15/23-10/ 22/23 spoke with diff staff and was told the same thing. I told one lady that ******* had very exp items in his unit and I did not want to loose it for nonpayment. She gave ****@******* ******.com, I repeated this email. I sent a message, came back undeliverable. I called on 10/22/23 spoke to ****, told her I have been calling for Mos to find out how to pay and get ******** things, told her I was given bad email address, **** asked the email I was given and I gave her the email ************************************** **** says I left out a word and I said I used the email given to me and verified by the clerk **** asked if I was calling the ** Storage Co and I said yes, I've been calling for Mos, my calls should be DOC **** put me on hold and comes back and says ******* came in 9/25/23 to empty his Unit. I stated he died 7/29/23, **** then says its DOC his Bro came 8/14/23 to get his things, I stated he is an only child. I asked **** how could they release ******* Unit to someone that does not have POA, she said well he must have keys to the unit and I said no he does not. I asked **** to view inside camera from 8/14/23 to see who this guy was, She said no, I asked for the Super # and she said no, that I had to go through her. I told her I was filing a Police Report, *********** said ok. I asked for Super # again she said no, call this this # *********************, LVMS no response, 10/30/23 filed Police Report took to Storage Co, clerk made copies but refused to give me a copy of ********************, if he was insured, refused to allow me to file compliant clerk said **** will turn in forms, I'm still waiting to hear from Cooperate is this how they treat deceased Veterans?

• Initial Complaint

  Date:11/16/2023

  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.

  The facility changed the way you exit the property. Before you can go right up to the gate and it would open. Well one day, they decided to install a keypad as you exit. No signs visible until you get to the gate and then you have to back up. Well, they placed this huge dumpster right in back of it, almost impossible to maneuver if you have to go back. I've asked them why don't they move it or put signs that say be careful of dumpster when backing up, you can download app in meantime, etc. I hit the dumpster backing up -- they said they would file a claim, still waiting for *****, the district manager to call me.

• Initial Complaint

  Date:11/15/2023

  Type:Sales and Advertising 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 February 2023 I rented a 5x10 x 8 at an introductory rate of $59.15 + tax. That rate was good for 4 months. The non promo rate would have been $91. + tax. In July I was notified that the price was going to be increased to $177. Inc tax. I actually thought it had to be a mistake and I wasn't too worried about it. I only needed the space for a few more months. But when I did finally call them and ask them about it, they really had no answer for me. They would not tell me what the space costs for other people. On the website it was $128. No one would actually answer my questions. And they refused to change the price. They did not say it was a mistake at all. I guess it was intentional. I feel they deliberately ripped me off and they did not even try to apologize or correct the problem I should add that I was never late on a payment, and I did not need the insurance. I provided proof of my homeowners insurance.

• Initial Complaint

  Date:11/12/2023

  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.

  1. The nature of this business involves (what looks to be fraudulent/conflicting invoices in comparison to actual owed amount on a monthly basis). I feel as if I'm being scammed within the business of CubeSmart and I do not feel as if my private account information is safe. My online account info. reflects a different amount than the emailed invoice and I do not understand. I do not enjoy the mental stress of not knowing if my belongings are in jeopardy when I pay my account owed every month based on the online data that reflects my contract with the company.2. No real contact information to discuss issues above local management of self-storage facility over phone (which often results in unprofessional disputes). 3. Head quarters office has no real contact information to discuss concerns or address questions (In which CubeSmart Help Center/Corporate Office in Malvern, PA appears on your website of complaints) Customers of CubeSmart at the location of: **** ******** **** **, Atlanta, GA ***** are at the mercy of the BBB stepping in to address these practices that are ongoing and getting worst. 

• Initial Complaint

  Date:11/09/2023

  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.

  Contacted corporate on Mon. 11/6/23 asking for the Reg. Mgr. (***************************) to contact me to discuss concerns. No contact from him. Emailed the GM, ***************************, 11/7/23 requesting the following, w/ no response. Cost of the unit-Website states any rate/rental adjustments must be communicated via mail or certified email. Provide the dates and methods used to communicate rate increases along with screenshots. If the items were mailed, please provide the return receipt information provided by the post office. Insurance claim-Filed a claim for damages sustained after Hurricane Ian. Third-party insurance offered by CubeSmart. Please send the policy information, including filing guidelines, forms, and company, along with the date that you filed the claim. I will also need any communications you have had with the insurance company to date. My understanding was that this was filed in June for the maximum benefit amount of $2000 and it has not yet been paid. Threats of Auction-There are no clear details listed on CubeSmart's website regarding their auction policy, including how many payments a unit must be delinquent prior to being placed for auction and the process in which the auction is listed. This information is needed as soon as possible. Clearly delineate all steps, legal procedures, policies, and criteria that must be met and followed in order for a unit to be auctioned. Evidence-There is essential evidence pertaining to a federal case in this unit that you are barring them from. The possible auction of this unit could qualify as obstruction of justice, tampering with evidence, and destroying evidence, amongst other crimes.

• Initial Complaint

  Date:11/08/2023

  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.

  Three weeks ago on October 16, 2023 I went too my CubeSmart storage unit to only find my basket inside of my packing boxes eaten by a mouse with mouse feces laying on top. I left the unit to go to the front desk to file a complaint with the store. The lady at the front desk informed me that she would be sending an email to the district manager (***************************) and that I should file an insurance claim. I have yet to hear from the insurance company as well as any person from CubeSmart in regards to this matter. I have called and left between 5-7 messages begging for a phone call. There is no number they can give me to HR or corporate, so the matter has not even been escalated. I pay $181 a month and have had this storage unit since June 2023. They are threatening to put a lean on my unit if I don't pay. However, I am unsure how you expect me to pay for a unit that it infested with mice and has not been addressed. Please help me resolve this issue as soon as possible so I can have my things removed and I am not responsible for the move or the storage fees. Thank you!

• Initial Complaint

  Date:11/07/2023

  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.

  This location has a HUGE RAT INFESTATION! We put all of our stuff in storage for 1 year and it cost us $6,000 total. When we came to pick up everything, the rats infested the whole unit. Rat urine and feces over all of our stuff. Dead rats everywhere. Every box we were opening, there were dead rats inside. The stench was horrid! We couldn't figure out why they were dead until we saw a packet on one of our mid century chairs that the rat pooped on, packet had the title "rodent pesticide". This means the facility knew there was a rat infestation and put packets in the unit and decided to NOT INFORM US!!! By the time they realized there was problem, it was too late. These rodents did so much damage. The whole situation traumatized our children. We were terrified to open every single box. Half of our things was so disgusting; we left it at the storage unit. They damaged furniture, clothes, family albums. The following morning we made multiple phone calls but no one answered. When you call corporate, notes show that the manager called us back twice but that is a lie!!! We didn't miss a single phone call from them or got any voicemails. Their contract, as with any storage company, states they aren't liable for any damage including rodents. But this ridiculousness needs to STOP. Just because you aren't liable doesn't exempt you from making sure your facility is protected from pests and rodents. TAKE SOME RESPONSIBILITY and protect your building! Due your due diligence! Do everything you can to prevent such infestations from taking place! These storage companies take everyone's money yet do NOTHING on their part to prevent such damage from taking place. Absolutely unethical and should be illegal. *****, the general manager for this specific location and several others in south Florida hasn't returned a single phone call and lies on corporate notes that she has called. No one is ever at the office! This place needs to be shut down. We need to be reimbursed!