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

  1540 Altura Blvd Aurora, CO 80011-5714

• 

  CubeSmart

  5353 E County Line Rd Littleton, CO 80122-8109

• 

  CubeSmart

  4120 S Federal Blvd Englewood, CO 80110-4317

• 

  CubeSmart

  3265 E Speedway Blvd Tucson, AZ 85716-3933

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:09/05/2023

  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.

  Account #********** My husband and I were at the CubeSmart facility in Strongsville on 8/13/23 and we noticed a strong damp/musty smell as soon as we entered the building. When we opened the door to our unit (****), we saw GREEN MOLD growing on all the clothes that were hanging on the wardrobe racks (pictures attached). All of the cardboard boxes in the unit were damp and falling apart. The mold was NOT there when we visited the storage unit a few weeks ago - or any of the other times we stopped by in the past two years. The facility is supposed to be temperature/climate controlled, so this is totally unacceptable! We pay almost $500 per month plus an extra $27 for insurance. We contacted the local manager and the corporate office. It took over a week to get a call back and after filing a claim with the insurance company listed on our contract, we were told (a week later) that they weren't associated with CubeSmart anymore. We filed another claim and received a denial right away. The contents of our unit are extremely valuable and can't be replaced. We would like the $5000 of insurance coverage we have been paying extra money for each month. It won't bring back the items that have been damaged, but it will help with the cost of finding a new storage unit for what is left.

• Initial Complaint

  Date:09/05/2023

  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.

  location :****************************, Pembroke Pines, FL **********, Management and whatever tenant is in unit *** *** floor has a camera installed in his unit *** facing directly to my unit *** and has holes in shape of a ********** cross trying to be funny. Invading my personal privacy and my personal space is wrong. Plus there's roaches coming out of unit *** going into my unit ruined my stuff .

  Customer Answer

  Date: 09/06/2023

  Please close out this complaint ASAP 

  
  

• Initial Complaint

  Date:08/23/2023

  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 furniture was placed in storage on June 21st with one month free rent. My son and his friend moved the furniture in. My son friend only placed his name on the storage agreement. On the 26th of June I found a apartment and tried to get the furniture out but my son friend was not with us so we could not get it out. I went back August 1st and they said get the paperwork notarized and then we will release your furniture. My son friend was hiding from the police so I payed for a notary to come to his brother house. I took the notarized letter back and the storage manager took my bank card and said she was going to check what kind of lock was on it but I still was going to have to pay for July rent I said fine. She came back called her manager told her we had a notarized letter. The manager told her she had checked the jail and my son friend was not there and not to give us the furniture. My son started asking why we had to go through all the time and money if they were not going to give us the furniture and the clerk told him to leave or she would call the police. I told him to go outside. She called her manager again and gave me the phone and the manager told me to come back in October to attend the auction of my furniture but that my son was banned from cube storage. Today August 23rd I called the storage and she told me because my son had called and curse her I had also been banned. I asked her why I had not curse or talked to her or anyone at cube storage ever. She said because of my son and for me not to call her or anyone at cube storage again and I could not attend the auction of my furniture, but I could call her manager. She gave me her manager phone number and hung up.

• Initial Complaint

  Date:08/14/2023

  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.

  Gates unlocked. buildings all unlocked at night ****************************** Cape Coral, FL *********** Gates unlocked. buildings all unlocked at night. 7-13-23@ 10:30pm **************************************cape coral, Florida *********** Gates unlocked. buildings all unlocked at night. 7-13-23@ 10:30pm ********************************** Cape Coral, FL *****

• Initial Complaint

  Date:08/11/2023

  Type:Sales and Advertising 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.

  8/10/2023 I enrolled into an online agreement with CubeSmart of Macon GA., for their advertised monthly rate of $53.25. However, after the first month they changed my monthly rate to now $77.00. Which excludes the taxes and fees on the contract. Outside of the monthly rental insurance and fees that advertised monthly rate is apart of unethical switch and bait on the consumer. I tried to explain to their local representative, however, she was only willing to see the terms of the contract and not what their local business is luring in consumers with. Only to add on a much higher difference that increases the rental cost of a 5x5x8. I blocked the payment from being taken out of my account on its due date of today 8/10/23, business there’s a clear discrepancy in the amount I was being charged on last month and possibly on today. I want to make sure that myself and other customers are not paying for what we didn’t agree to. Note: if you were to currently go online and attempt to purchase the same 5x5x8 storage unit in the Macon location, it would still provide the same monthly fee promised, that shows the excluded tax fees and monthly insurance. It still should not charge you $89.00. Thank you for your help

• Initial Complaint

  Date:08/07/2023

  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.

  Rent space #*** commercial van was vandalized on March 8 th around 9:30 pm all tools taken out worth 9,000 on camera you can see a red truck with 2 men taking all tools … no resolution keep passing the buck ….they asked for a items that was stolen…the IT people came out to review cameras and found out the code was used by a worker from the inside…police was called stament was made….nothing has been resolved not a letter no emails, nothing

• Initial Complaint

  Date:08/07/2023

  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.

  I had a financial hardship and was owing Cube Smart for 2 months. I had called and spoke to an agent and informed the agent of my problem. I explained to the agent that I was going to make the payment the first week of February and the agent stated that it was okay. I called to make the payment a few days later than the day that I stated. The agent told me that my storage unit was auctioned. The storage unit was filled with valuables of more than $150,000. I asked the agent why didn't they tell me that they were going to auction off my items and the agent responded that they sent me a letter in the mail but I never received a letter. If a letter was sent and I did not respond to them, why didn't they send an email when they have my email, address, and number.I did not receive a phone call nor an email from them. I asked the agent before you auction off valuables of $150,000 because a person owed less than $700 aren't you supposed to contact them before auctioning it? The agent told me they could do nothing about my situation because it was auctioned. When I tried reaching out to them, I couldn't get anyone for months. No one seemed to get back to me. I called the head office and was put through to someone who stated that they were the supervisor. They said they were coming into the area about a month ago and said that they were going to get back to me but that did not happen. I called the office again and left a message and no one had contacted me since. Please help me find a solution to this problem because I have important memories and family albums besides the monetary valuables within the auctioned off items.

• Initial Complaint

  Date:08/07/2023

  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.

  On July 26th, 2023, I noticed extreme rodent damage to my storage unit with feces, urine, and scratches on furniture and clothes... it's about $30,000 worth of damage that will not be covered by insurance... Ultimately, I will have to throw everything away I'm the garbage... I need some sort of monetary compensation to cover my loss.

• Initial Complaint

  Date:08/06/2023

  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 company been added money to my account with out Notify me as a customer and I feel I been getting money stolen from me with out my Knowledge or any reason of the extra charges every month I would like to make a report and I would like money back or a free month of storage

• Initial Complaint

  Date:08/02/2023

  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 didn't pay July rent due to loss of income but I receive a email stating I can double July and August that would amount to 228$ for July and August but when I went to pay for August being it's only August 1st which my payment is due I was charged an extra 100 for a lien fee that I don't even understand that charge. It's August 1 not August 2 so I'm asking that 100$ be credited to my account and after August 31 I will not be renting there ever again. No other storage place charges a extra 100$ for a lien fee I'm already paying insurance that should be lien enough. I'm tired of companies making up extra fee that don't cover anything what is the lien fee used for?. Angry customer.