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

  7650 S Broadway Littleton, CO 80122-2613

• 

  CubeSmart

  3265 E Speedway Blvd Tucson, AZ 85716-3933

• 

  CubeSmart

  2855 S Pantano Rd Tucson, AZ 85730-1141

• 

  U-Store-It

  3955 E 29th St Tucson, AZ 85711-6101

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:07/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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 writing to report what I find to be deeply unethical business practices at CubeSmart Storage, at ********************************************************* We contracted with them in April 2025 to store important household items for the 14 months we will be abroad. They advertised that we would get 50% off their normal rate, and the first month free, if we contract online, which we did. The rate was $109 a month. It was to our great surprise that in June they raised the price to $139 a month, a nearly 30% increase. The website originally stated this was a monthly rate, and that it was not a yearly contract, but there was no warning that the monthly rate could change at any time. Even the confirmation email, which used a mark by the price to direct the customer to conditions for the price, only stated that the price is valid if you sign the contract before the start date. It did not state this was just the rate for the first month and that the rate in subsequent months could change at their discretion. We did careful comparison of prices with other nearby facilities and chose CubeSmart for its price and convenience. If it had been clear that the price could drastically change later, we probably would not have chosen them. When I wrote to complain, they merely responded that potential price changes are in the contract we signed. But that is another case of putting major elements in the small print no one reads. While legally it might be our responsibility, we find this kind of business practice, which lures you with cheap prices prominently displayed only to change the price soon afterwards, to be deeply unethical. There is no effort to make the consumer aware of potential price changes. It is very misleading.

  Business Response

  Date: 07/17/2025

  Thank you for your feedback. We understand that rental increases can be frustrating. If you would like to speak in detail about your rental agreement, your monthly rent, or the rate increase, we recommend contacting your store manager. If you have any further questions or feedback, please email *********************************** with your account and contact information and well reach out to you shortly. As always, we appreciate your feedback.  

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 lied to by this business,...i emailed them several months ago and they told me i could move into another unit and have a rent reduction. the manager would only say "call me." my monthly rent is $400 a month when the atlanta average for a 10x 10 is $83/month. They are ripping me off and now they are saying they never said it. These people are the scum of the earth. Please let me know any government agency i can additionally report them to.I am filing a formal complaint regarding a deceptive and unprofessional experience I had with CubeSmart Self Storage. A manager at the facility made a verbal offer to reduce my monthly rental rate if I agreed to move into a smaller, more affordable unit. Specifically, I was told that if I switched to a cheaper unit, my new rate would be around $250 per month.Based on this promise, I took the time and effort to downsize my belongings and relocate them to the smaller unit as suggested. However, after doing so, the manager reneged on the original agreement. I was not given the promised rate, and no alternative solution was offered. This bait-and-switch approach is not only misleading, but also highly unethical and exploitative of customers time and ************************ has a duty to honor the commitments made by its staff, especially when those commitments directly influence a customers financial decisions and physical labor.

  Business Response

  Date: 07/16/2025

  Hi, thank you for review. As our valued customer, your experience is so important to us. Please email *********************************** with your contact and account information and well reach out to understand more about your experience. 

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  CubeSmart Storage facility has a Rat infestation at their location. I posted a review and ****** showing my items being contaminated with rat f**** along with a dead rat in my mattress as you can see in the pictures. There are also others also posting their pictures of their items being contaminated due to rat infestation and the biohazard of transporting your rat f**** contaminated items into other areas. They have done nothing to correct the issue and their insurance does not cover rodent damage. My mattress set was $1500 and also had to throw away appliances/ dishes, silverware as well as all my clothes due to the contamination.i dont want to see others lose half their stuff as well as be exposed to rat f**** and get an infection

  Business Response

  Date: 07/15/2025

  Good Afternoon, we are very sorry to hear about this as we strive to maintain a very clean and safe environment for our customers. We would like to look into this for you, please email your account and contact information to *********************************** and we will have someone from our team reach out to you. Hope to hear from you soon.  

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Ive had my storage rate increase multiple times in the last year and double in the last few years. They are currently trying to charge me 215/month for a unit they are advertising for 75/month. Its the (or one of the) smallest unit available. In 2022 i paid 135/month. And since 8/2022 its increased to 215/month??? No justification. I would like them to stop ripping me off and lower that rate considering they are advertising it for a substantially lower than my rateand more than half of what they charge me. They also havent and wont provide the reason for my rate change. *** even had the unit broken into because their facility was clearly not secure. Items were stolen as well. Yet they charge me an additional 12/month for insurance.

  Customer Answer

  Date: 06/30/2025

  Just to clarify the attachments wont be publically posted, correct? They contain my full name, email, address/location and unit number. 

  Business Response

  Date: 07/17/2025

  Thank you for your review. We understand that rental increases can be frustrating. If you would like to speak in detail about your rental agreement, your monthly rent, or the rate increase, we recommend contacting your store manager. If you have any further questions or feedback, please email *********************************** with your account and contact information and well reach out to you shortly. As always, we appreciate your feedback.  

  Customer Answer

  Date: 07/28/2025

  I never saw another email to add my comments. This hasn't been resolved. Cubesmart emailed me todsy saying they wont accommodate me so now i have to remove all my belongings from my unit.!

• Initial Complaint

  Date:06/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  CubeSmart not only failed to return phone calls regarding storage space and astronomical price increases, they sold my storage unit, and now have turned me over to collections!! This company needs to be shut down for predatory pricing and now for s******* with my credit score!!

  Business Response

  Date: 07/17/2025

  Thanks so much for your feedback. Its our mission to provide you with top notch customer service and wed like to know how we can serve you better.. Please email *********************************** with your account and contact information and well reach out to you directly.  

• Initial Complaint

  Date:06/25/2025

  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.

  I was moving items out of a storage unit so i could store large furniture in it. I moved items out on may 17 then received an e mail stating i had asked to move out on the 20th when i had paid up till the 4th of June. I called the office and the refused to give me a refund of the remaining time i had paid for. The amount the stole from me was over $120.00 dollars, very dishonest of this company to blatantly steal like this.

  Business Response

  Date: 07/17/2025

  Hello, we appreciate your review. Its frustrating to read that you were inconvenienced during your experience at CubeSmart. Wed like to know more so we can help to serve you better. Please email *********************************** and with your account and contact information well reach out to you directly. Thank you!  

  Customer Answer

  Date: 07/26/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23512786
  
  I am rejecting this response because: I did not leave the storage unit,i was told in an email on 5/20 that i moved out even though i was paid on till 6/4 there for i would like a refund for the remainder time i paid for. Thank you, ******* *. Call Sr 
  
  
  Regards,
  
  ******* *. Call Sr.
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/22/2025

  Type:Order Issues
  Status:

  AnsweredMore 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 @Cube Smart in ******** Tx at the location: ***************** as of May 3, 2024. Ive always paid my storage and at times 2 months late. I always kept in contact with the store manager. On February 26, 2025 I paid ****** for my storage including late fee I was made aware of a auction that will happen in April 2025 if I didnt have have my storage paid for my January and February payments that had not been made yet. I was no longer in jeopardy of a Lien on my storage. Once that payment was made my property was safe. I kep in contact with the store manager about me moving and I will be coming to get my stuff was the process was over. 2 months went by during the time Im dealing with mental health issues with my 12 year old son. So I had to pause a moment and I informed the property manager I was still coming to get my things. Store manager made me aware of a lien on the storage but was not told about an auction until the last month following the auction. Cube smarts state that they sent me a email and a certified letter that I never received and the email address that was on file was hacked I updated my email address twice with Cube smart. I never received a notice are letter. I spoke with another person to work out something to avoid my things being auction off. I made them aware everything I own is in the unit tax papers identification birth certificates and a gun but no one acted if that was any concern to them. I made arrangements to meet up with another manager on my lunch break on June ******. I had an emergency the night before with my son trying to harm himself so I had to take him to an appointment at 10:15am to find a facility for his care I kept Cube Smart informed and the arrangement that was made was no longer valid for me if I could not get the before 3 pm . I told them I can make it tomorrow as this was a serious matter. All of my property was sold on auction without proper procedures. Im gonna to sue the property.

  Business Response

  Date: 07/16/2025

  Hello, thank you for review. As our valued customer, your experience is so important to us. Please email *********************************** with your contact and account information and well reach out to understand more about your experience. 

  Customer Answer

  Date: 07/28/2025

  No this matter has not been resolved 

   

   

• Initial Complaint

  Date:06/19/2025

  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.

  Hi I have been dealing with a billing problem as a result of a date change. In April ***** ****** helped me with a request to change my due date to the 20th of the month. I had also asked why my rate had just went up after just starting with Cube Smart back in December. I went from $183 to $235 yet they're advertising that I'm getting a 40% discount. ******* the ** has been rude each time I speak with her and has hung up on me refusing to take my call. So I paid on May 10th the $33 dollars to change my due date online with my debit card and their system took that and then tried to take $214.20. They overdrew my account and charged me an NSF fee. I called to customer svc again because billing was now off. It took the DM - I believe her name is ****** over two weeks to call me from the first complaint and now this. She told me that she was making the necessary corrections but their check company continues to try and draft the amount and charge me nsf fees. To date, they still have not credited me for charging ************ fees when I sent proof over in the beginning of December of my renters insurance. I called customer svc the day before by 5 day ***** ****** was to end because I didn't have Transportation to come to the ofc. My ***** ****** was to end on the 25th of May. I was able to get a ride on the 25th of May and put a check in their nightbox. ******* the ** called me on the 26th to say that I don't get a 5 day ***** ****** when it falls on a day that they are closed. Nowhere in the contract does it say that. I had ***** ****** to call her to find out why she would nor put my payment into the system and she told her that she couldn't waive a late fee. She's the **. They're trying to say that there was recently another fee waived that was not my fault but due to their automated department drafting an incorrect amount that was never authorized of $214.20. I've submitted several requests from customer ***, other offices and ****** nor her boss has called.

• Initial Complaint

  Date:06/14/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  As a senior ,I was not able to move items in and out because the elevator was down 4 days. I lost time and money and I had to pay for another month. The company has ignored my complaint. Additionally there was a roof leak and flood, the air was down and the temperature reached 88 to 90 degrees on the 3rd floor for 3 weeks during May into June of 2025.

  Customer Answer

  Date: 06/23/2025

  I understand the 30 day time frame of being contacted. I have heard sever times if a person is African-American , Cub Smart, most often will not respond to complaints. I'm not sure if data was obtained regarding this type of activity but I'm curious, thanks.

  Customer Answer

  Date: 06/26/2025

  On June *******, the temperature reached 89 degrees on the 3rd floor of Cube Smart , *************** location. This have been an ongoing problem. This very dangerous for seniors and people with certain disabilities. We have not heard back from the district manager.

  Business Response

  Date: 07/17/2025

  Hello, thank you for review. As our valued customer, your experience is so important to us. Please email *********************************** with your contact and account information and well reach out to understand more of what you experienced and how we could have served you better. 

• Initial Complaint

  Date:06/13/2025

  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 would like to file a complaint against CubeSmart for the scamish nature of their business. I have been a customer for a few years now and am frustrated at their business practices. First, I moved into a larger storage unit on January 5, 2025. Within four months, effective May 5, 2025 my rent was increased by 35%. Second, I had a second unit that I was able to move out of on June 12, 2025. I am on automatic payments with my credit card and a payment was made on June 11, 2025. When I moved out the next day I was told I had to forfeit the entire amount for the unit. I don't believe this right for two reasons: 1. If I had not been on auto payments and did not pay my rent, that would be within their ***** period and they would not have taken my money, considering I left within the ***** ******* 2. Now that they have my unit and my money, they can rent that same unit out tomorrow and charge whatever they want, essentially double dipping and getting twice the rent for that unit. This is dis*****ful.