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:01/11/2023

  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.

  I began storing stuff with cube smart in August of 2020, the initial cost + insurance was $164.00. Fast forward to 1/10/2023 my unit cost jumped to $206.00. Not to mention my account is continually purged from automated system which results in me having to pay an extra 5 dollars to pay via the phone. The business refuses to assume any accountability for improperly managing my account which results in late fees. Cube smart needs to be legally challenged on grounds of unethical practices. I never receive a notice via email as to the price increase. This business is taking advantage of me as a consumer.

• Initial Complaint

  Date:01/09/2023

  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.

  12/26/2022 My initial move in date was 10/26/2022 the first month was free I was in contact with the storage to let them know due to us being homeless at this time I was working with my county case manager on payment I contacted the several times they said it was fine. I received help on the payment 12/22/22 and I was able to get a ride to the facility on 12/26/22 at the time I owed $ 444.00 is what the invoice dated 12/10/22 on it .I had a check in hand for $500 the extremely rude man working told me he would not accept my payment and told me I had to pay $738 then 5 minutes later it was $946 they had already told me and catholic charities it was fine he scribbled on a bunch of paperwork and said my storage is going up for auction and he would not speak to anyone from the county of San Diego we myself and kids are in a homeless program there dad passed away 03/12/22 unexpectedly he just refused and was one of the rudest people I've come in contact with it brought me to tears the invoices I have are completely conflicting he has refused all payment and is saying its going up for auction this is our household belongings my kids things from there father they will not take calls from myself or the county of San Diego from my housing case manager this is mortifying I need help what is going on here it is Cubesmart store #**** ************************* San Marcos ,Ca  ***** Please help us *********************************

• Initial Complaint

  Date:01/04/2023

  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.

  Cube Smart refuse to apply the whole payment amount to the account so to keep it in the rears so they can collect late fees and administrative fees.

• Initial Complaint

  Date:12/28/2022

  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.

  My storage bill was on Autopay and they changed the amount and the bank flagged it as fraud. I reached out to them about the issue. On April 15, 2022, the local staff sent me an email which stated, "We will check with our district manager to see if there is anything that can be done for you and follow up with you when we hear back. Thank you!" I followed up via email on May 1, 2022. It was ignored. Emailed and got response from feedback email on May 4, 2022, "I'm sorry you haven't heard back from anyone. I have escalated your concern to the District Manager who will be in touch with you directly." No one reached out. I emailed the District Manager, *********************, myself on May 26, 2022. Only after I reached out to media did I finally get a response via email from **** on June 7, 2022. **** and I spoke by phone and we resolved the issue. I made payments at the agreed rate for April and May. I did not know that the storage facility had broken into my unit, removing my lock. A relative told me that I had mail...2 red keys taped to a piece of paper (my "new" keys). I did not understand why they would do that, but I thought it was resolved, so I didn't ask. NOW, I NEED A FULL EXPLANATION. My uncle in ******* passed away; I went to the storage unit to get some clothes. I could not access the elevator because I now needed a code. I saw ************************* on a golf cart. He refused to give the code to me until I showed ID, claiming that they had to increase security. The new lock was secure. I opened the unit. Everything was thrown around. Lots of things were missing. I called the police. ************************* refused to provide any video when I asked. He said, "We broke into the unit but we didn't steal your stuff." He went on to tell me how he knew how "frustrated" I was before telling me he thought it best for me to have my attorney handle the matter. I emailed **** on 12/10/22. I have yet to receive an email back with any of the requested information to help with investigation.

• Initial Complaint

  Date:12/19/2022

  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 just started storing my things at Cubesmart in Monroe CT, and was told that after I provide them proof of insurance, that I would get a credit back to my account. On the day I signed paperwork and moved all my stuff in I asked if there is any type of discount for a disabled combat veteran of 3 tours in war for this country. They told me that there was no discount for me, and I asked that the manager contact me. He never contacted me and they are not replying to my emails where I sent in my proof of insurance coverage. I wanted someone from Cubesmart corporate to reach out to me and explain why CubeSmart doesn't care for veterans and why everyone refuses to contact me as promised. Just having the manager of this facility call me is not enough. I want to talk to someone from corporate as well and an explanation of the resolution posted on here for the public to observe.

• Initial Complaint

  Date:12/19/2022

  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.

  December 10th 2022 I was contacted about my storage was behind on payment since October when cubesmart took over the account from ***** this is the first time they contacted me.Cubesmart told me on the 10th of December after late fees have been added for several months and it was put into a lien status that I need to pay $235.00. Cubesmart also stated they lost my autopay information due to the transition of the company. I explained that the late fees and liens are not my fault due to I never was informed about the company change nor that I will need to redo my payment for autopay or to make a payment due to cubesmart do not have my payment information until 3 months later. The person who help with the storage got a call from cubesmart on December 15th and they told him they would not remove the charges due to they contacted me on the 10th and it has been 5 days since they contacted me. He explained how could they want someone to pay for 3 months and late fees and lien in 5 days when it took them over 30 days to contact me to correct the mistake they have made. Cubesmart stated they will not remove the charges and he asked to speak to someone above the agent and the agent stated first they had no contact on anyone above them and after back and forward decided to have a manager call the manager called aggressive and started back and forward and all the time we stated we can pay but the late fees are due to they did not contact us about the information when they first notices the concern which we had the account on autopay. The manger stated they will close my account and sell my items off. I called customer service several times to resolve and gotten no where. They store told the other individual to come in on the 15th of December which he did not make it before they closed he went on the 16th and they were very rude stating they will not do anything without me and followed him out the store as if they wanted to harm him. They said they will sale my items also.

• Initial Complaint

  Date:12/14/2022

  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.

  Our Unit was broken into and robbed. Things were thrown all over the place and every box was ripped open. We received a very rude response from the front desk when requested to see the cameras were told we have to go through corporate just to see who may have been the perpetrators. We moved our entire household worth of items into the unit thinking it was safe and Cubesmart exhibited a blatant disregard for our items and the security of the building. We lost 10s of thousands of dollars of items collected of many years and for us to receive such terrible treatment is unacceptable.

• Initial Complaint

  Date:12/07/2022

  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.

  Dear Better Business Bureau,I reserved a storage unit from the Cubesmart on ******* Road on Thursday, December 1st, and put in writing that I wanted to reserve the unit beginning December 10th. They sent me a lease for the storage unit I'd reserved, which I signed on December 1st and made an initial payment of $175.72. I then realized two days later that I had reserved the wrong size storage unit. I called the Cubesmart location twice on that day, left them a voice message and sent them an email indicating that I needed a different sized storage unit. I did not hear from them. I then went in person to their location on December 6, 2022, they canceled the storage unit but would not return my payment, despite my requested lease term had not begun and I had never accessed the storage unit.

• Initial Complaint

  Date:12/05/2022

  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 climate-controlled unit at CubeSmart **** ********, Bronx, NY ***** from 8/7/2020 to 9/24/2022. CubeSmart has renters' insurance. I opted for $12.00 a month with $2000 coverage. The first mo unit rental cost was $100.20 subsequent months I paid $298.00. I moved out/check out on September 24th. My unit was paid through October 6th, 2022. I didn't receive the difference. That’s 2 yrs+2 mo of storage totaling: $7550.20. 9/26/2022 - 2 days post-move-out, I contacted CubeSmart & brought to their attention: 2 mattresses, respective mattress covers, & 1 headboard were moldy. They told me to contact their 3rd party insurance company. I reached out same day: ***** ******** Insurance. I notified the **I of 2- arm-back chairs, since they were 10-12 years old at this point and I couldn’t find receipts, I didn’t submit those items in my Final Notarized Report. I submitted a modest set to what was actually lost, the replacement value was estimated at $2984.29. I didn't submit the chairs as mattresses & covers alone hit the $2000 submission amount. Insurance I paid for. My claim was denied after following-up 5x (result came 11/29/2022); I was denied on the basis that I suggested flood damage. I DID NOT claim flood damage, I said possible water damage as there was a metal fense-like structure between my unit and the building's ceiling which had pipes running above. The fact is, there was damage done while my items were in storage. I paid to have my items stored safely & to be returned to me in the condition in which I put them in storage, and they were not. Most items lost were between 2-3 yrs old before placing in storage on 8/2020. Pictures provided to verify mold growth. The company continues to ignore me after multiple attempts to rectify their misjudgment & assumption. ***** ******** Insurance Company Policy # **************; Report # ********; Loss Submission Assignment/Claim # – ********* Insurance Adjuster ***** ****** ************ Email ****************

• Initial Complaint

  Date:12/05/2022

  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.

  I have a storage unit B11. I went in person in early Nov to pay. A man in a CubeSmart ****** said they had bought the other storage company and he was unable to accept payments during the transition. Told me to wait for a welcome letter and then pay two months.Have been unable to pay online or in person - machine at location STILL unable to accept payments. Receive error messages online. No one answers phone during business hours. Have emailed the company without a response. Have left voicemails. My code no longer works on the door - I can not get in to access my belongings. My stuff is being held hostage for lack of payment, there is no way to make a payment, and no one will contact me and remedy this.