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

  401 S Waterman Ave San Bernardino, CA 92408-1521

• 

  U-STORE-IT

  601 S Waterman Ave San Bernardino, CA 92408-2329

• 

  CubeSmart

  6150 Leetsdale Dr Denver, CO 80224-3214

• 

  CubeSmart Superstore

  45 School House Rd Old Saybrook, CT 06475-4034

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:08/13/2025

  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 been a renter with Cube Smart at ********************************************************************** for a while now. My price has gone up way beyond what it stated in my contract. I started at $70 a month and now are being charged $195 a month. When I called and asked for a discount or an explanation I was told "supply and demand" There are 135 storage facilities (according to ******) in our area. So they could not back this up with data. It is just tactics to raise rent with no consequences. I was then told "we raise rents so we can offer new people lower rates" Again with no backing or data they could not prove to me why my rent was raised at the rate it was in just 2 sort years. The verbage and the contact do not match.

  Business Response

  Date: 08/15/2025

  Thank you for sharing this with us, ********. We understand that rental increases can be frustrating. If you have any further questions or feedback, please email *********************************** with your account and contact information and well reach out to you directly to discuss. As always, we appreciate your feedback. 

• Initial Complaint

  Date:08/13/2025

  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.

  March 31st, 2025 of this year I purchased a storage unit and paid for an additional two months rent. That's a total of three months. April 22, 2025 I no longer needed this storage unit. I never moved a single item into the empty unit. I came to the office to request a same day move out and refundfor the balance owed to me. August 12, 2025 I've been given the run surround for a refund. Corporate tells me only the store manager can issue a refund. I've been told numerous times over the phone the manager was left messages, never got calls back from anyone. I walked into the office today to demand to know where is my money. The manager claims that Corporate sent me a check in the mail. Fraud! I paid for this unit with a card and now they claim they sent a check that i never received. I want my money and to be rid of this horrible company.

  Business Response

  Date: 08/15/2025

  Hello, and thank you for your feedback. As our valued customer, your experience is so important to us and we apologize for any inconvenience up to this point. Please email *********************************** to confirm your contact and account information, and well reach out to discuss in greater details.  Hope to hear from you soon.

  Customer Answer

  Date: 08/18/2025

  [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: 23738042
  
  I am rejecting this response because:
   All the documents that I have uploaded provide my account details and allow them to contact me directly. I will not email 
  *************************************************************.

  Are you telling me that you did not open any files that show all my account information with, email, phone number and mailing address.  Cubesmart is not making an effort to resolve this, rather give me a continuous merry go round. 

  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/12/2025

  I understand your frustration.  I ask so we can confirm we have your correct contact information, since there was an issue with receiving a check previously, and that we are reaching out via your preferred method of communication.  If you could confirm these details I will have someone from our team reach out to you directly to discuss in more detail.

  Customer Answer

  Date: 09/15/2025

  [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: 23738042
  
  I am rejecting this response because:
  

  This business has not directly called me at ************ and left s voice message.  Not even an email.  I will not close this until I have reach a satisfactory refund. 
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/13/2025

  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 rented two climate-controlled storage units, #**** and #****, from CubeSmart for a period of about three years. Prior to storage, my belongings were professionally wrapped by a moving company from another state and showed no signs of mold or mildew at the time of placement.During the storage period, CubeSmart notified me that maintenance work would be conducted on the units. However, they did not specify the nature of the maintenance or disclose any potential risks involved. This maintenance lasted approximately one to two weeks, during which I was issued new keys. At no point was I informed of any water exposure or damage that might have occurred.When preparing to move my belongings in July 2025, I discovered that many items had developed mold and mildew. Due to my health issues, I was unable to bring these mold-affected items into my new home and was forced to dispose of many of them immediately to protect my health. I was required to purchase insurance through CubeSmart in 2022 when renting unit #****. However, when I filed a claim with ********************************, it was denied on the basis that mold and mildew damage are excluded from coverage and that there was no evidence of water damage.This situation is particularly distressing because my items were in excellent condition when stored, professionally wrapped, and the mold damage appears to have resulted from conditions within CubeSmarts storage environment and maintenance activitiesabout which I was not adequately informed. It appears that poor ventilation, inadequate humidity control, and possible water intrusion during the maintenance period contributed to the damage.I have provided proof of the damage and am seeking compensation for my loss due to CubeSmarts failure to maintain a safe storage environment and to properly notify me of risks during maintenance.

  Business Response

  Date: 08/15/2025

  Joi, 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.  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. 

  Customer Answer

  Date: 08/24/2025

  [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]
  Hello, I reached out via email to the designated contact who responded and provided an email. I also made a follow-up call and spoke with ***. Unfortunately, *** was unable to provide much information. As of today, I havent received a response, so Im rejecting their response and it seems CubeSmart isnt interested in taking accountability through this route.

  
  

  
  

  Complaint: 23740667
  
  I am rejecting this response because:
  
  
  Regards,
  
  Joi H
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/13/2025

  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.

  ********************************** Please delete the phone number ************ from your database and never call me and do not sell this information. I have received so many unwanted calls.

  Business Response

  Date: 08/15/2025

  Hi Joon, we appreciate your feedback. Its frustrating to read that you were inconvenienced during your experience with CubeSmart, but understand your concerns.  This has been updated/removed as requested.  Thank you again for your feedback and we apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:08/13/2025

  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.

  DO NOT rent with CubeSmart if you are looking to stay long term! For my 10x10 unit, that I have had for years, my rent suddenly went up $27 increasing my rent to $200 per month after further investigation as to why this happened Management told me that it is due to market changes and that my unit is in prime real estate, when it comes to storage. Although, many storage facilities increase their rates after a certain period of time, it typically is not more than 10-15%. CubeSmart offers low rates/promos to new customers and then slowly increases their rates as they see fit. This is a deeply flawed business strategy. It is shady business in not being upfront about rate increases and the impact it has on people who plan to stay long term. I feel like I have been scammed it wasnt until I did a deep dive into MULTIPLE storage facilities, throughout *****, that I realized CubeSmart has a misleading and flawed way of doing business. My advice, do your homework and ask for details in rate increases because if you plan to rent long term CubeSmart is going to rip you off and you cant do anything about it because, it was stated in your lease agreement I have paid $200 for the past 6 months before I had time to research other facilities. The fact of the matter is, CubeSmart is literally the ultimate worst when it comes to cheating customers at least in *****. Not all ********************** facilities follow this shady style of business I have found a handful of well kept, safe, secure and climate controlled facilities that do NOT believe in scamming their patrons. CubeSmart needs and should do a better job in being upfront with rates so that customers feel taken care of and not taken advantage of. Be aware and know before you rent or it could cost you big time.

  Business Response

  Date: 08/15/2025

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

• Initial Complaint

  Date:08/12/2025

  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.

  I had a storage unit with CubeSmart. They rushed and sold my storage unit for a premium. I was supposed to receive a check. They neversent the check to me. I called the office. The lady who answered the phone was extremely aggressive and threatening, and hung up on me this has going on for over a month. My storage unit had valuables in it over $5000 and I have not received any answers

  Business Response

  Date: 08/15/2025

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

• Initial Complaint

  Date:08/07/2025

  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.

  We moved from a large climate controlled unit to a smaller climate controlled unit June 2024. We had been in the larger unit 3 years. No problem. The smaller unit was down the hall in the same hallway. We came back July 20, 2025 and moved our furniture closer to where we now live. All our furniture had mold covering it. After waiting 2 weeks and calling and emailing, ****** ***** the district manager called me. She said the unit was climate controlled and it was not their problem. The mold covering my furniture shows there was moisture in the unit and it was not climate controlled. I asked for a full refund of what I paid for the smaller unit. ****** said no, the unit was working. I did receive be July premium back. $191 but that had nothing to do with the mold. It was because my billing date is on the 19th and I moved on the 20th (Sunday). And that was completed by ***** the manager on site. I paid for a climate controlled unit and that is not what I received. I have been paying Cubesmart for 4 years and the last year was the smaller unit and it obviously was not climate controlled.

  Business Response

  Date: 08/15/2025

  Hello, 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. Hope to hear from you soon. 

• Initial Complaint

  Date:08/07/2025

  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.

  I bought boxes and was told by the clerk I could return unused boxes. She did not say there is a 30 day limit. The receipt did not say 30 day limit. There is no sign in the store that says 30 limit. When I went to return them it took a long time and many phone calls to other stores to figure out why she could not get the system to refund and finally found out there is a 30 day limit. NOT many people seem to know this and the computer system gives not error message. 30 days is not enough time to move.I had to call the corporate *** and she ok'd it and I have to go back to the store to get a refund check mailed to me. They are unable to apply it back to my credit card. And they specifically said they would allow a refund 'this one time'. Also said they checked with their legal department and said they were not required to put their refund policy on the receipt.

  Business Response

  Date: 08/13/2025

  Hello, and thank you for your feedback.  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.  Hope to hear from you soon.
  

• Initial Complaint

  Date:08/03/2025

  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 have rented storage unit #**** at the CubeSmart located at ******************************** for over 18 months and was enrolled in automatic monthly payments of approximately $677. Recently, the rate was increased to $768 and then $919.20 without any written notice. On July 22, 2025, my card on file failed due to expiration. I was not notified of this failed payment until July 28, when I received a text stating that a $151.20 late fee had already been applied, and that my gate access was suspended and my unit overlocked.On July 28, I made two calls: one to customer service, who said they would escalate to the District Manager and that Id receive a call within 48 hours, and another to the store manager, who said he would also contact the DM and follow up within 48 hours to have the rate and late fee reviewed. I received no follow-up. On August 1, I called again and was told there was still no DM response, but that he would call me back that day. It is now August 3 and I still have not received any resolution.I am requesting:1.Removal of the $151.20 late fee, which was charged before I was even notified of a problem;2.Reinstatement of my original rental rate of approximately $677;3.Immediate restoration of my account and access.Ive made multiple good-faith attempts to resolve this directly with CubeSmart with no success.

  Business Response

  Date: 08/13/2025

  Hello Dima, and thank you for review. As our valued customer, your experience is so important to us. Thank you for including your contact information.  Please email *********************************** with your preferred method of communication and well reach out to understand more about your experience.  We look forward to hearing from you soon.
  

• Initial Complaint

  Date:08/01/2025

  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.

  This business was to provide storage and was paid for by *********************** The company, cubesmart decided instead to auction my belongings which additionally was not advertised or signed for

  Business Response

  Date: 08/13/2025

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