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 has 1131 locations, listed below.

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• 

  CubeSmart

  5 Old Lancaster Rd Malvern, PA 19355-2132

• 

  CubeSmart

  11402 Cherokee St Northglenn, CO 80234-3009

• 

  CubeSmart

  4120 S Federal Blvd Englewood, CO 80110-4317

• 

  U-Store-It

  3899 N Oracle Rd Tucson, AZ 85705-3251

• 

  CubeSmart

  2545 S 6th Ave Tucson, AZ 85713-3409

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:12/05/2022

  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.

  My storage bill was delinquent and on 11/29/22 I submitted my payment online. On 12/3/22 I needed to access my storage and my key fob did not work. I called the ************ due to it being after hours and the office was closed. I was on the phone for m20 minutes and given the emergency fob gate key to go upstairs to my storage. I get there and the lock is still on my storage after I submitted payment 4 days prior. I asked if I could have a credit for the 4days that the lock has been on my storage due to there error because they failed to remove their lock and restore my passcode access after I paid my money. It's not fair! I was charged a late fee because i was late but the company want accept responsibility for their mistake. I went back today and my gate access was still not restored and I couldn't speak with the office because I was running late for work. i called and was placed on a long hold. If did not need to go in my storage I would still been billed a full month with no access because they didn't update my account as paid which is not acceptable.

• Initial Complaint

  Date:12/01/2022

  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.

  I rented a storage unit for my **** **** ** Convertible for the winter. The salesman told me the unit I rented would allow me to drive my car into the unit. I made the reservation on 11/18/22 with a move in date of 11/26. I went on my only day off with my wife to the unit and found there was a 6 inch cement barrier in front of the unit to deter water from coming into the unit, I would have ripped the the front grill off my car if I tried to use it. I called the facility and left messages with the manager. He eventually called me and said since I made the reservation on the the 18th of November with a clear move in date of 11/26 I was entitled to only a half refund. I forwarded him him my email from cube smart that my move in date was 11/26. They are only offering a half refund. I was lied to by the sales person and now cube saqmart is trying to take half of the money I paid .

• Initial Complaint

  Date:12/01/2022

  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.

  My storage unit was broken into without removing the lock. I had tools, toolbox, generator, and wheels/tires stolen. The manager at the time gave me a pamphlet to their insurance company. I filed a claim, and it was denied because of no physical evidence of break in. They can't give me camera footage since they don't know the exact day of break-in. Total value of stolen items $8500 minus depreciation.

• Initial Complaint

  Date:11/13/2022

  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.

  The CubeSmart ***** ****** ** Houston, TX ***** I have tried to call and contact this storage to rectify payment on various occasions over the phone, since I get off work very late and can only conduct most of my business with them that way. The last time I called to speak to someone about a possible late payment the employee said it was fine and I could just pay the following week, just call back. Well, I called and called and called and called on various occasions and heard nothing from the company. Finally I found time to call the 800 number for the company, since it appears to be a franchise, they had not heard of me and apparently I no longer had an account with them. After finally speaking to someone last week, I was told by an employee that I was notified around September through email. I have checked my emails and even checked my secondary emails, I was never notified. No email, no calls, not even a piece of mail. I did not even get a copy of my contract. I have no idea what my rights are here. I finally was rained out from my job on the Friday, Oct 28 and around 2:40pm I drove to the location to see what happened/ what is going on/ speak to someone there, but no one was there during regular business hours, which are Monday–Friday: 9:30 AM–6:00 PM/ Saturday: 8:30 AM–5:00 PM /Sunday: 11:00 AM–3:00 PM (Virtual Agent), there was even another older woman waiting for them to open. After 20 mins, I had to leave to pick up my kids. November 12, 2022 I did some research on the daily court review and saw my name amongst many others on the auction site for 9/9/2022 @ 12:00 PM. Now I have personal papers and items that are out there in god knows who's hands & no answers to my questions.

• Initial Complaint

  Date:11/10/2022

  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 storage unit back in May. I paid my final bill on October 26 or 27th. I cleared out the unit on November 5th. I called to ask about a refund since I would not use the unit for the remainder of the month. I was told I would get no refund. The unit would be free and clear to rent again at fill price. It's not fair and must be illegal to keep all the months rent and still have the option to rent again. That's double doing. I just want the refund for the remainder of the month.

• 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,*********************