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

  11402 Cherokee St Northglenn, CO 80234-3009

• 

  U-Store-It

  3899 N Oracle Rd Tucson, AZ 85705-3251

• 

  CubeSmart

  2545 S 6th Ave Tucson, AZ 85713-3409

• 

  CubeSmart

  201 S Plumer Ave Tucson, AZ 85719-6353

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:10/08/2023

  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.

  I have been a customer of this self-storage facility since May of 2022. In the 17 months I've rented the 10' x 20' unit my rent for the same unit has increased multiple times starting at a COVID era high of $192.92 in June of 2022 to now $301.04 in October of 2023. Meanwhile I can go onto the website for the same facility using the CubeSmart Self Storage website and reserve the same exact not climate controlled 10'x20' storage unit for an online price of $171. I should not have to get a new unit, and move all of my items to an empty unit 2 doors away from my current one to receive the cheaper price. I feel that an adjustment of the new increased rent rate to their current advertised price is a fair compromise instead of making me move storage units for the sake of saving $130 per month by renting a new unit from them.

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair 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 rented a storage unit from Cubesmart for 19 months at the rate if $150.00 per month. When I moved my belongings out the unit some of my belongings were molded and dry rode. I filed a claim with the insurance company they denied the claim stating that mold is not covered in police. I have pictures. How is it ok to pay all that money and have thrown away my belongings that was destroyed in there unit?

• Initial Complaint

  Date:10/04/2023

  Type:Customer Service 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.

  10/3/2023 Flood in Storage Unit No call just an email luckily i check emails No assistance with removing salvaged items Employees not given enough information from corporate to answer any questions just telling customers going forward you may be contacted Customers given less than a week to remove any items We work and only have the weekend to now run around removing anything salvaged with no place to store our keepsakes

• Initial Complaint

  Date:10/03/2023

  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.

  To Whom it May Concern, My name is ******* ******, and I am reaching out to address a pressing matter regarding my Cube Smart occupancy. As a loyal and long-term lessee of Cube Smart for over a year, I have unfortunately encountered some unforeseen financial difficulties recently. In light of these challenges, I have approached the personnel at your office with a request for payment arrangements to bring my account up to date. Regrettably, during each discussion with your team members, I was informed that Cube Smart does not offer payment plans. Instead, I was advised to settle the account in full or face the possibility of my belongings being auctioned off. I understand the importance of fulfilling my financial obligations and maintaining a positive standing with Cube Smart. However, given the hardships I have faced, it would be greatly appreciated if we could explore potential solutions that would allow me to bring my account current without risking the loss of my stored possessions. I have recently received several notices regarding an outstanding balance of $631, and I must admit that I find it both unfair and insensitive that no effort has been made to work with me on resolving this matter. It is disheartening to learn that the items associated with this balance are set to be included in a disposal sale scheduled for 11/14/2023. This deadline leaves me with very little time to rectify the situation, which only adds to my distress. I kindly request your assistance in reviewing my case and considering alternative options to help me fulfill my financial responsibilities while avoiding an auction scenario. I am explicitly requesting an opportunity to pay the amount owed with a payment plan option of three payments. Any flexibility or guidance you can provide during this challenging time would be sincerely appreciated. Thank you for your attention to this matter, and I look forward to hearing from you soon.

  Customer Answer

  Date: 11/02/2023

  Dear  *******,

  I hope this email finds you well. Firstly, please accept my sincere apologies for the delayed response. I have been dealing with a family emergency that demanded my immediate attention and time. Unfortunately, the matter has not yet been fully resolved, but I am now able to resume regular communication. Despite my repeated requests, I have been informed that my proposal for partial payments has been denied.
  I understand the importance of fulfilling my financial obligations and I am committed to doing so. However, due to unforeseen circumstances, making a full payment at this time is not feasible for me. As an alternative solution, I am requesting that the total amount due be broken into thirds and paid in full by November 30, 2023.

  I understand from one of the store managers that my belongings will be included in a upcoming disposal sale, and they have not allowed me to make any partial payments up to this point. The only option they have offered was to pay the account current with a full payment of $879 which is good until you have a 4th month of rent added on, on November 13th. Your only other payment option would be to wait until November 7th and make a partial payment that is a minimum of 50% of what is owed on the account at that time. 

• Initial Complaint

  Date:09/26/2023

  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.

  On 4/29/23 I paid $215.21 to put my belongings at the storage facility located ******************************************** Brockton MA. Every month after that until 8/28/23 I paid 169.58 as agreed with insurance for the unit included. On 9/6/23 I discovered my belongings was full of water and mold. I was unable to bring any furniture with me to my new apartment. Some belongings that I did bring home was later thrown out due to this damage. I had to pay $600for the movers and later pay $200 someone else to remove the belongings that were brought from the storage. All of these fees that I had to pay and have not been able to be reimbursed back my furniture clothes my 2yr old son bed his toys. When I spoke with the Manage of Cube smart he stated this has nothing to do with him call the insurance. I call the insurance they say I know you have insurance but there is nothing we can do. At least give back the $895 that was paid for the unit. Nothing

• Initial Complaint

  Date:09/18/2023

  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 lease for a storage unit with insurance from May to end of August. I paid in total 507 dollars i believe. They provided me with a 5x8x8 feet storage unit for that time frame. I have filed a complaint but the company told me the insurance i have been paying doesn’t cover rodents, but i wasnt informed of this when i purchased the insurance. They have told me there is nothing to do. I used a different location of cubesmart before and never had an experience like this where my belongings were covered in rat feces and pee completely. This is not only unsanitary, but also damaging. My account number is **********.

• Initial Complaint

  Date:09/17/2023

  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 have a storage unit in your ****** Georgia location. I have a military rider on file and I have had it on file since I bought the unit. I have only gone past due once before, and I have had an issue with management, not paying attention to the military writer once before, and sending threats. I am protected by the **** and with that being said placing a $110 administrative lien on my account is illegal. Selling my storage or putting it up for auction is illegal. Management needs to pay attention to their renters and their renters files and who is or is not military. They also need to do a better job at returning calls and not ignoring emails that are informing them on their negligent behavior. I expect this issue to be corrected and I expect to not have any other issues moving forward, late or not!

• Initial Complaint

  Date:09/15/2023

  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 have had my things in storage with this company since august. I go to my storage on 9/13/2023 the manager ***** says Im locked out, my payment is not due until the 29th. This is a scam company I'm seeking legal advice for a lawsuit shortly. This company need to fire her every-time this young lady tries to stop me for go I. My storage is m things there or did she steal my things

• Initial Complaint

  Date:09/13/2023

  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.

  On Aug 1st I was helping someone load things into their storage unit. We needed to borrow their equipment to load the items in the storage unit. In exchange for their equipment, I was asked for my ID card. I gave my ID/drivers license to an employee at the front desk. I was told I would receive my ID back once their equipment was returned. When I finished and returned the equipment, I went back for my drivers license and it wasn’t there. One of the employees gave my driver’s license to another customer. At first the customer refused to give back the ID. I had to continuously harass the customer for my ID. Eventually he dropped it off at Cubesmart. I was without my drivers license for two days. I missed my flight for the next day because I had no identification. With zero reimbursement for the inconvenience. Plus someone was walking around with my personal information for two days. CubeSmart made limited efforts in retrieving the ID. And the employee who gave away my ID stated it was “his bad”.

• Initial Complaint

  Date:09/11/2023

  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.

  When I 1st obtained the unit & processed the paperwork, i explained to the female in the office that the reason i was moving in was due to Extra space(she claimed to have worked there)storage going up on their rates. I inquired as to how often they went up on theirs. She said "we havent had a rent increase in a while. That they dont go up that often like the others. I was h a p p y ! Thinking I was going to be here in peace. This month I get the bill $168 and think that they added the late fees to me acct as Im late. When I check, I get a text that they sent a notice to me email(havent seen it) that they were going up in rent. Not $10, $15 or $20 but $30!!! Im having a hard enough time trying to keep up with the payment due to shortage of work and now an increase after being here 5 months maybe? The receipt is not the current one as I paid two late fees last month to catch up for the late months of Jul & Aug '23. Just need the price as it is $138 as with the late fees $20 a pop, they get what they want anyway.