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

  5353 E County Line Rd Littleton, CO 80122-8109

• 

  CubeSmart

  1733 S Wadsworth Blvd Lakewood, CO 80232-6821

• 

  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:11/05/2022

  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.

  I have had a storage unit at location ******************, Aurora, CO. *********** since 11/2019 this has always been a dependable storage that my family has used for over 20 years. In 11/2019 my brother was placed in a nursing home I had to place my brothers belongings there and the owners were so nice ***** even remember me. This storage has always been on time and paid most the time up for 6 months at a time. Unfortunately, I lost my brother in 1/2022 and his belongings went to my mom who is 83 years old and was not speedy enough to remove his things. I had no idea who CubeSmart was until I received a bill in 10/2022. I called CubeSmart to see if she could get it prorated and have it cleaned out by 10/31/2022 I was told no prorate. I had to pay for 30 days so we thought if we got it done, we could get the balance refunded. The storage was cleaned out on 11/3/2022 I went in the office to tell them it has been cleaned out and lock removed so I assumed I would get a notice via email like I always have stating this and refund for 14 days. I called and was told no prorate so I said there is a balance on there for 14 days and if you're not going to refund my money then I need access for the remainder of the 14 days I have paid for, and she said no once you vacate that's it. So, my response was so if you rent it out then you will have my money and the new customers money for this one unit? She responded it hasnt been rented out yet. Didnt answer the question I am sure I am not the only tenant that youre keeping money and denying access when it has been paid for the full 30 days. What does your company do with tenants money in this case? We were given a contract on 11/3/2022 we never signed a new contract.I requested from that office and the customer service line for a District Manager to call me to explain why their company is keeping my mothers money and has of today November 7th I have not gotten a response.

• Initial Complaint

  Date:11/04/2022

  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.

  Trying to access my deceased mothers storage unit as heir and being told I need to file thru probate court even though she has no will. Putting unit on auction unless I pay what is owed since her passing. Also if I do pay I still wont be able to access unit without letter from court.

• Initial Complaint

  Date:10/28/2022

  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.

  Horrible storage conditions. Harassment from on site manager. Refund never issued.

• Initial Complaint

  Date:10/24/2022

  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 renting a storage unit from CubeSmart, 55 Research Parkway, Old Saybrook, CT ********, for the past three years with no problems. Recently, I discovered that a $2,000 leather couch which had been stored in the unit had water damage. I took photographs, reported this to the management at the facility and was told to file a claim with the insurance company which they used at the time I first rented the unit (***** ******************** I did so but the claim was rejected because the insurance company arbitrarily concluded that the water damage was a result of "rising water." I arranged to move my possessions from the CubeSmart building to another facility operated by another company at a cost of $400 in moving expenses. Once the unit was empty, I was able to see that there was absolutely no water on the floor of the unit but there was a hole in the ceiling membrane with water strains on various parts of the ceiling. I took photographs and a video.I tried calling the agent at ***** ******** who had rejected the original claim and left a message with no response. I then wrote to the President of CubeSmart explaining the situation. I subsequently received a voice message from a District Manager of CubeSmart asking me to call her. We then played telephone tag for about a week and then radio silence. I wrote another letter to the President of CubeSmart asking for an email address so that I could send the photos and video I had taken. This evening, I had a phone call from the Interim District Manager whose only response was that I should contact ***** ******** again to appeal the claim rejection. I explained to her that I felt that it was CubeSmart's responsibiity to reimburse me for the damage to my couch and my moving expenses because it was their unit which was leaking. I am now going to write another letter to the President of CubeSmart informing him that I am lodging a complaint with BBB.

• Initial Complaint

  Date:10/23/2022

  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.

  This is a case of excessive price gouging! In January 2022, the monthly charge increased $41.99, without prior notification. In July 2022, the monthly charged increased $105.29, again without prior notification. This time I questioned the staff at the Shelton office. The clear submitted a request for review and explanation for such a large increase. I received no response but was told the next time I dropped off my payment the GM denied my request for review and/or decrease in the monthly charge. I am told the company does not make much profit off of their long-term rentals, but makes pure 100% profit on the admin fee. I believe an $147.28/month, i.e., $1,767.36/year is excessive. Please help! I have been a customer of Cubesmart since 2017 and I cannot afford it. Thank you for your consideration. Regards,*********************

• Initial Complaint

  Date:10/17/2022

  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 rented a lrg storage for approx. $650.00 on 9/29/22 from CubeSmart. I then wanted to. cxl the storage on approx 9/29 or 9/30. My 2nd son found a house for us, so I didnt need the storage. The store manager was in the process of giving me a refund and 2 days later I was told Cube smart doesnt give refunds. I was told to reached out to the ****************************** left a message for him to cb. I was told he would in 24 to 48 hrs. ***************** has not returned my call to date 10/7/22. That is a lrg **** of money to forfeit. I do know there would be some charges, I just dont believe its fair for CubeSmart to keep the entire amount. I never moved anything into the storage. Please help, I can email all receipts, I dont have the email connect to the acct on this phone.Thank you in advance *********************************

• Initial Complaint

  Date:10/14/2022

  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.

  For Ohio Better Business Bureau records’ I was angry at the lies from beginning with cubesmart. Paper work with CUBESMART letter head told me-11/10/22 to take care balance. Had employee call 10/13/22 have call log and recording- you have until 11-10-22 yes. 10/13/22 random email says they are cutting my lock & auctioning my belongings Tuesday. After I open account in March 22 Kymani P******* name but my card paid for all my belongings. Same disrespectful management allows a woman play games with my belongings and forced me to pay higher price going into August. Nothing changed but names. In addition no working gate for months. This is a joke of business with new location in south Euclid with same business practice. Furthermore mam said nothing was saying bothered him but kept talking to someone in background instead of the (Written business) from cubesmart. He now takes it personal and tries to force a vacate of unit. When No physical or verbal threats were made. Outside of written info. Man then says he is coding without every sending copy of agreement. Can’t handle these type calls should not be in power. As I send copy email to cubesmart no copy. Looking upstairs Legal action. Everything written was not violated outside pay delay. Teach workers to train properly an know what they are talking about when it comes to dates and calls. They don’t don’t give any satisfaction for customers. Even allow cars with no storage units to park over night on premise. Management needs a change! Copy also sent to Ohio department of labor-lack training to employees. Management took exchange personal/not fit to lead. I have all videos & pictures from overall Gate,Storage,Light, customer service.

• Initial Complaint

  Date:10/13/2022

  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.

  Please consider this to be my formal complaint against CUBE SMART STORAGE that was formerly known as TREASURE ISLAND STORAGE for the wrongful sale and discard for rubbish (garbage) of my property that was auctioned off without my knowledge. On or between August 8, 2022 thru August 23, 2022, after a few attempts to reach someone at the CUBE SMART STORAGE FACILITY by phone and it was without success; I made a visit in person in order to seek a resolution with regards to the seemingly absorbent fees and to pay my bill. Rather than default; I requested an adjustment to my storage late fees. In that manner I could make a payment by debit card that day. I was informed that nothing could be done by the staff and that I had to wait for a Manager. The manager was absent from work that day. In an attempt of an effort of a good faith resolution; I left my name, a reach number and my email address on a piece of paper for the manager to call me. If the calls were made to me; they showed up as SPAM an email never arrived. On August 30, 2022, I made an in-person visit to pay the arrears on my four storage units. This was for the period of June 1 thru August 1, 2022. To my surprise I was informed that my three of my units were sold on August 17, 2022. I had not received any notices either written or verbal of the date of my propertys auction. The units includes approximately 150 pieces of antique art, small furniture items, antique decorative glass, vintage books, displays and garment racks, hand trucks and dollies, vintage jewelry, vintage clothing, vintage furs, leather and suede coats, shoes, boots, bags of approximately 100 unsorted clothing I believe they are still on the premises.proximately 100 eighteen gallon (18) rubbermaid plastic containers of vintage-designer clothing, vintage designer handbags and vintage accessories andso much

• Initial Complaint

  Date:10/11/2022

  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.

  I have paid EXTRA for a temperature-controlled unit here for over a year. The ** was out for at least THREE MONTHS during the summer. It was sweltering hot in my unit, and I have sensitive items stored. Called about it, took weeks MORE to get the ** fixed. I asked for a refund on the additional upcharge for a temperature-controlled unit since I paid for the service but didn't have it for three months. They refused it. Please help me get my money back.On average, a unit of the same size runs $30 MORE for temperature-regulated units VS non-regulated ones. I'm requesting $90 back since for three months, my unit was not regulated and my temperature-sensitive items were exposed to sweltering heat conditions.

• Initial Complaint

  Date:10/11/2022

  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 place is a horror decided to try and down size my storage after 3+ years of consistent payments. First accessed the unit about a 1 - 2 months ago. I'll be **** if a rat didn't fall from somewhere hitting the floor and running out of the front door. After the recent rains not only is all of my items flooded i continue to be charged $249 per. Month for refusal to enter and remove the rodent and mildewed unsat items that have remained. I am a 100% disabled Marine that just had lung surgery and you think im exposing myself or anyone else without the proper gear!! Be careful and check all of your item closely. BY THE WAY I WAS TOLD THEY DON'T INSURE FOR RODENT DAMAGE. As it stands this will be the second month i will be charged for a unit i refuse to enter and clear out due to health concerns!! I have heard nothing from any manager other than **** *** the ineffective on site manager.,there is literally no way to contact them via phone and your message are slowly returned if at all., she even gave me a # for the regional manager that didnt even work. The situation has yet to be resolved as of this post and i have only been in contact with their insurance company. They started the conversation asking "was you unit paid up to date" common sense would dictate you contact Cubesmart first before asking this question, i guess thats what higher education gets you.