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

• 

  U Store It #0290

  1441 E Base Line St San Bernardino, CA 92410-4113

• 

  U Store It

  28401 Rancho California Rd Temecula, CA 92590-3617

• 

  CubeSmart Self Storage

  1531 Montiel Rd Escondido, CA 92026-2221

• 

  U Store It

  380 E Garden of the Gods Rd Colorado Springs, CO 80907-4251

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:08/25/2025

  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.

  My name ****** ***** tel ************ and I have a locker at cubesmart **************************** and I recently had a portable air conditioner solen from my locker locker E2391 by one or more of your employees. This is one of your locks I have been in this locker for 5 years. On 7/21/25 I went to management office and told ***** the manager and told him that my Honeywell ****** portable air conditioner was stolen and some of my mother china was stolen teacups and kettle he took pictures. I called the police and wait for hours on the 7/22/25 and wait 4 hours near the gate sitting on a white road barrier. Called cops for hours never came. 7/23/25 I went to 40 Precint and was told to go back to cube smart and call 911. 7/26/25 I went to cubesmart at 2:30 and called 911dozens of times and waited to 8:00 PM. I went home got a call from a officer who called 2:00AM. He told me to come to the 40 th precint to make a report. 7/26/25 the take to cubesmart the woman manager was ther when the lock was opened officers took pictures. The locked was intack the manager made a comment that was I in auction I said no. After a detective was assigned she spoke to someone and my china was returned the lock was locked.I called the detective **** and she said she spoke to someone. What I am not understating is why it tookd four different instances to tell me I did not have insurance I pay ****** for this locker your staff came inmy locker for what to rob me or was it a mistake but ****** Honeywell airconditioner was put up for auction or taken for personal ****** Evan Miller district called me tel ************ on 8/20/25 I let him know just how I feel about the situation. I feel that I was targeted I am asking for reimbursement of ****** ****** for the month rent due the neglect of your employees compensate me for my loss of property I am

  Business Response

  Date: 08/29/2025

  Hello ******, we hear your concerns and understand that resolution was not what you had in mind, but we want to make sure we have looked at every possible solution.  If you could please confirm your best/preferred contact information, someone from our team will reach back out to discuss the situation with you.

  Customer Answer

  Date: 09/03/2025

  [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: 23793153
  
  I am rejecting this response because:
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 09/04/2025

  I still wanted to know if they want to really contact me and talk I would like to see what they have to say telephone number ************.

  Business Response

  Date: 09/24/2025

  Hello ******, according to our notes, we attempted to contact you multiple times last month and each time the call was immediately disconnected.  Do you have a different phone number or an alternate way you would like to be contacted?

  Customer Answer

  Date: 10/07/2025

  I have not received any phone calls or voicemails from CubeSmart my telephone number is ************. I do not believe that q smart is being truthful that they are contacted me. Here is my email ************************ com. My last conversation with the district manager and he did not contact me. So I don't believe they are being very truthful

  Customer Answer

  Date: 10/07/2025

  This is the name of the district manager and telephone number his name **** ****** ************

  Customer Answer

  Date: 10/08/2025

  I called and spoke to the district manager for CubeSmart and resolve this with one month free payment of rent.

• Initial Complaint

  Date:08/20/2025

  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 have a basement storage unit, 118 at Cubesmart location 0937 at *******************************. On 8/15, I went to the location after I was informed of water damage to my unit. I asked was it due to rain, manager said, No, a pipe burst in the building, affecting units where yours is. Cleaning crew were there and they helped to take things out to remove the water and dry off my items. Multiple units were affected..facility manager came and said because unit 120 also has water that is flowing into your unit, its best we move you further. Not thinking they would charge me, I said okay and they put me in unit 127. I went to the office, and said it seems 127 is smaller, because of a standing column but I was able to make it work. They said they would submit paperwork for and adjustment of $4 to my current rate of $137, or new rate of $141. I replied that seems okay, and they would send to corporate. I did not get that in writing, and after what occurred, I believed what they said. On 8/16, I was sent a new bill showing the rate is now $250 per month, and they prorated the time from 8/15-8/29 plus 8/30-9/29, requesting immediate payment for $394.71. This was a bait and switch! I called a corporate number on 8/18 and was told to speak with facility manager. I spoke to him and was told it would take 24 hours to correct, but I have not received any response back. I called today and got voicemail. I called the corporate number today to request a case opened with district manager, #*******. Cubesmart has to make this right. If they would have said a rate increase would occur, I would have stayed in unit 118 and took my chances. I cannot afford this, only to get an email to pay now to avoid a late fee. from Cubesmart. I am not responsible for the water damage and should not have to pay higher fee for whats Cubesmarts fault.

  Business Response

  Date: 08/29/2025

  *******, 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 more for you.  If you could 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:08/20/2025

  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 have called multiple times to tell them I am canceling my storage unit. I never get calls back and am continuing to be charged money for a unit I want to cancel. I will no longer be paying any money and will start reporting the charge on my credit card as fraudulent charges due to attempted contact to cancel.

  Business Response

  Date: 08/22/2025

  Hi ******, we appreciate your feedback and apologize for any aggravation this caused. Its frustrating to read that you were inconvenienced during your experience at CubeSmart. Wed like to fix this for you. Please email *********************************** and with your account and contact information, as well as your preferred method of communication and well reach out to you directly. Thank you! 

• Initial Complaint

  Date:08/19/2025

  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.

  On 8/18/25 I saw that my bill was changed affecting me severely due to financial reasons. I attempted to call and they told me that someone at CubeSmart at *****************************************************. Will be giving me a call back. I said okay. On the next day 8/19/25 I got a call back from that location. It sounded to be a younger guy and I told him about the problem. Everything he said brought up more concern and questions than him actually answering the problem at hand. He said "the reason for the bill to go up was because of the fact that my promotion is about to run out". Now he said IS ABOUT TO RUN OUT so I told that as I should still have it and I shouldn't have been charged $40 more for that passed 3 months from what I was also told by him. Then he said he never said that. He said "the reason for the bill to go up was because of the fact that my promotion is about to run out". I said yes that's what you just said and that is why I am confused. So I still have the promotion? He said NO.... I then decided to move on to the next topic.Because that doesn't make any sentence.Seems like it's going nowhere. So I asked how can I lower my monthly bill he then said to call CubeSmart customer service number. I then said yes I did they told me to talk to you that's why you are giving me a call back. He then said "oh". So I then said is there another way? He then said maybe you can call the regional. So I said okay can you email him to call me. He said no I need to call him. I then said i don't believe he's gonna pick up if because you doesn't know my phone number. Then he said it's okay and he will be sending it to my email on file. I said okay but that email in wrong i've been personally trying to update it andother stuff for quite a bit now. Can you help me with that? He said no I need to download the app....So yeah I don't know what's up with your employee but he was no help. So I'm writing this to actually GET some help.

  Business Response

  Date: 08/21/2025

  Thank you for your review and feedback. We understand that rental increases can be frustrating and that you have already spoke to your local store about this and still have questions.  Please reach out to *********************************** with your account and contact information, as well as your preferred method of communication, and well reach out to you shortly to discuss your concerns. As always, we appreciate your feedback. 

  Customer Answer

  Date: 08/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ********
  
  

• Initial Complaint

  Date:08/18/2025

  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.

  CubeSmart. On 8/17/2025, a total of $50 was debited from my account through two separate charges of $25 each. I was not notified of these charges, nor did I authorize them.I have never signed up for a storage unit with CubeSmart and do not have an account or any business with your company. The fact that a storage unit fee was charged and directly debited from my bank account without my consent is unacceptable and a serious breach of security.When I attempted to contact your customer service to resolve this issue, I was instructed to send an email to the accounting department. This is an inefficient and frustrating process, as I should have been transferred directly to the appropriate department to handle a matter of this urgency and severity. The lack of direct assistance and the runaround I received only compounded the issue.I demand an immediate and full refund of the $50 in unauthorized charges. If the full refund is not processed promptly, I will be taking further action, including contacting an attorney and filing a formal complaint with the appropriate consumer protection agencies.I expect a response to this complaint and confirmation of the refund.

  Business Response

  Date: 08/21/2025

  Thanks so much for your feedback, ****. Its our mission to provide top notch customer service and wed like to look into this for you. Please email *********************************** with your contact information, as well as your preferred method of communication, and we'll reach out to you directly.  Hope to hear from you soon.

• Initial Complaint

  Date:08/18/2025

  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.

  Unauthorized charges with no response from CubeSmart On Aug 7, I was fraudulently assigned two additional rental contracts without my knowledge, authorization, or prior notice, each for $167 ($151 rent+$16 insurance). I became aware of these charges only after receiving text messages on August 8 stating that payments of $120.50 & $91.50 were due that day.I attempted to resolve the issue by texting the sender, explaining that I was being double-charged for my existing 20x18 unit, which was split into four units. I received no response. I called the location, & left a voicemail requesting a call back for clarification.Aug 8, I spoke to an employee who informed me that the District Manager had mistakenly believed the units were vacant and, upon seeing they were occupied, assigned new contracts to me. I explained that when I initially rented the 20x18 unit on May 17, I was not provided with the correct square footage. The employee at that time (*******) had coordinated with the District Manager (DM) to provide me the additional units to fulfill my contract, but these were not properly assigned in the system, causing the current confusion. The employee agreed to add notes to my account and said she would follow up after discussing with the DM.Despite providing my number and requesting a call from the DM to clarify the situation, I did not receive any follow-up. Aug 14, I called again and spoke to ********, who stated that the ** refused to correct the error and that nothing more could be done. I contacted the ***** number and requested that the matter be escalated beyond the DM. I was informed it would be referred to the District VP and provided with case #*******, with the assurance of a follow-up within 48 hours. To date, I have received no further response or effort from CubeSmart to resolve this ******** summary, CubeSmart has misassigned contracts to my account, resulting in erroneous, unauthorized double billing, without resolution after multiple attempts.

  Business Response

  Date: 08/21/2025

  Hello *******, we appreciate your review. Its frustrating to read that you were inconvenienced during your experience at CubeSmart and wed like to know more details so we can resolve this issue. Please email *********************************** with your account and contact information, as well as your preferred method of communication and well reach out to you directly. Thank you! 

• Initial Complaint

  Date:08/17/2025

  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 am writing to file a formal complaint regarding CubeSmart Storage Address : ***********************************************, due to ongoing negligence, unsafe conditions, and lack of communication, which have prevented me from vacating my storage unit despite multiple attempts since the beginning of the month.I live two hours away, and each time I have traveled to the facility to move my belongings out No staff were present on-site to assist or address issues.The elevators have been consistently out of order, and since my unit is located on the second floor, I am unable to transport my belongings via the stairs esp. as I am currently recovering from a car accident injury and cannot lift heavy items.Facility gates are frequently left unsecured, homeless individuals living in the stairwells,which has made me feel unsafe and uncomfortable accessing my unit.Due to these conditions, it has been impossible for me to vacate my unit, and my efforts to obtain help have gone unanswered.I have reached out to CubeSmart CC numerous times, and have spoken with multiple employees including ****** (who informed me she was only covering) and ***** who stated the district manager would contact me to date I have not received any followup, reference #, or resolution.Despite making my intent to vacate clear and having video evidence from my last attempt to do so, I am now being threatened with a lien on my unit effectively holding me hostage in a space I have been actively trying to leave.Desired Resolution:Immediate communication from a manager or district manager.A scheduled, confirmed date where staff will be onsite and elevators will be operational and the facility secure, so I can safely vacate my unit.Any fees, penalties, or liens removed due to CubeSmarts failure to provide safe, accessible, and staffed facilities.I request BBBs assistance in obtaining a prompt resolution to this matter, as my safety and financial well-being are being negatively impacted.Sincerely,**** ******

  Business Response

  Date: 08/19/2025

  Hello, thank you for feedback and we apologize for any inconvenience you have experienced. 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 how we can assist you in vacating your unit.  Hope to hear from you soon.

• Initial Complaint

  Date:08/17/2025

  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.

  My CubeSmart storage was broken into in an INSIDE unit. Top is a chicken wire on 10x30, ground level climate controlled unit. It had a cut in it I wired shut ( photo) and when movers there wire cut was flipped back OPEN( photo). Have parts to things. Have photos inside of missing items. Packed high, can get in and out easily. They say its to change light bulb, but have NO REASON TO ENTER MY UNIT. It is DEFINITELY AN INSIDE JOB. It is also negligence in construction or security. I have photos of open but wont load as to large, and I cant resize!

  Business Response

  Date: 08/19/2025

  Hello ********, we are very sorry to hear about this as we strive to maintain a very secure 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:08/16/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 filing a complaint regarding unsafe and unsanitary conditions at the ********************************* facility, as well as gross mismanagement and failure to respond to my concerns.I moved into my unit at the end of July 2024. Shortly after, during a heatwave, the building developed a strong body odor stench that has permanently permeated my belongings. On several occasions, I witnessed individuals using the bathrooms for hygiene early in the morning and entering units at night with food, never leavingindicating that people are living inside the storage *********** addition, the building has a ***** infestation. I personally killed roaches inside my unit, including in clothing and containers, and I have photo evidence.I reported these issues repeatedly to the store manager, customer service, and two different district managers. The first district manager ignored and blocked me. The new district manager admitted the **** and ***** issues, said a ticket had been opened, and told me I could vacate by August 5 without being billed for the full month. When I arrived on August 5, my access was cut off, my car was trapped in the lot, and my belongings were left unattended in the facility. Despite being told I would not owe August rent, CubeSmart still billed me.Since July 30, I have filed multiple complaints to corporate, the store, and customer service. I have received no follow-up by phone, email, or text.Resolution Requested:Refund/waiver of August charges as promised.Assistance filing an insurance claim for damaged belongings.Investigation and remediation of health/safety issues at this facility.

  Business Response

  Date: 08/19/2025

  *******, 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 more for you.  If you could please email your account and contact information to *********************************** we will have someone from our team reach out to you directly. Hope to hear from you soon. 

  Customer Answer

  Date: 08/24/2025

  
  I am rejecting this response because: I have made multiple attempts via email, phone, text, and in person to get assistancethrough store management, district management, customer service, and corporate. Everyone says they will assist, get in contact, tell me lies, and never follow through. At this point, someone could have at least attempted to connect me to the insurance company provider that handles claims to see if I could have gotten my belongings covered or not, and no one has even done that. I do not believe assistance will come. The only response I will accept is you not fighting the dispute I am making with my credit card company regarding my August payment. Because again, my belongings were coordinated to be moved by 8/5 as agreed upon by the district manager on 7/30, and we were denied access. Corporate has been notified, and when someone called, they said the same thing. I know once I accept the response, assistance will never come. I do not trust your business will make good on any offers or guidance. At this point, AFTER all my undamaged belongings (because I had to throw away or donate the fabric furniture) have been removed from the unit and there is no chance of being entrapped or having my stuff inaccessible to me again, I will be filing a dispute with my credit card company regarding the August payment AND the inquired late fee. Considering the cost of my furniture, moving cost, new unit costs, etc. 
  
  
  

  Unit #************************;

   

• Initial Complaint

  Date:08/15/2025

  Type:Delivery 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.

  On 8/7/25 I moved in to a new home. I came to remove some items from my unit at cube smart. Well 2 elevators malfunctioned on me. My mattresses as well as a brand new nice shoe cabinet got stuck in the elevator. The manager ********* was on call. **************** and management reached out to her for an excessive amount of time. She wouldn't answer the phone. The next elevator that me and the movers had to use also was malfunctioning. It dropped us N entire floor! There is some serious electrical issues and coding violations in the building. The next morning my husband and I go to the storage facility to get our items that were still stuck. That's when I meet the manager ********* for the first time. She starts rolling her eyes, mumbling her her breath and being extremely unprofessional and disrespectful. I had my phone on record the entire time. So she comes and says that she has to call the elevator person and it could take all day for them to come. So I wasn't sitting from 9 to 5 and I had kids to go and get. She said she would call me. I said ok and we left. I went right up the street to ******* to grocery shop. She called right when I pushed the cart to the parking lot. I told her I had to wait until my friend that's an attorney husband to get off work with his truck. She said ok. When we got there my items were left unattended by the elevator and doors where trucks unload. I didn't think anything of it. We started loading. So when I get to my new shoe cabinet I see it's busted all over the back. I took pictures and someone had tried to tape it! I immediately went in the office and confronted her. She starts arguing saying she didn't break it or tape it or know how it got broken. Which she was lying. There are cameras all over the storage facility. She and the elevator guy broke it and need to pay me for it. As well as for the inconvenience of my items getting stuck and me being traumatized by being dropped on the elevator or I'm calling the fire ********

  Business Response

  Date: 08/21/2025

  Hi *******, thank you for your review and providing us with your experience. As our valued customer, your experience is so important to us. Please email *********************************** with your contact and account information, as well as your preferred method of communication, and well reach out to discuss with you directly.  Hope to hear from you soon.