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

  1540 Altura Blvd Aurora, CO 80011-5714

• 

  CubeSmart

  16845 Mt Vernon Rd Golden, CO 80401-3821

• 

  CubeSmart

  5815 Arapahoe Ave Boulder, CO 80303-1330

• 

  CubeSmart

  630 W Camino Casa Verde Green Valley, AZ 85614-3503

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:05/20/2025

  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 was told that I needed a climate-controlled unit due to having appliances, I opted for this due to the employee's suggestion. My smart ********** Refrigerator was placed in the storage in the far back corner as advised. I went to the unit a few times to check on my belongings and noticed a smell but assumed it was coming from the hallway; I also noted that it was always warm in the unit but cool in the hallway. 6 months into my unit rental, I needed to downsize units due to me moving and selling items. Upon moving and selling items, I went to retrieve the fridge that someone was buying ang discovered that there were water stains behind the fridge all on the floor in the corner, and the entire fridge was molded and mildewed. A complete loss. I immediately reported this to ****** in the office and was handed a pamphlet to call to make a claim. I asked how did this happen if the unit was climate controlled? They responded it wasn't supposed too. I took photos, filled a claim. Not a single worker came to take photos or inspect the unit or my damaged property. I found out that on 5/19/2025 the ** finally did an incident report, almost a week later after the incident happened. My claim was denied. I'm extremely upset that I even trusted this company and allowed them to give me ill-advised advice that led to a complete loss. I pay insurance monthly and high fees and cannot even get my item replaced!

• Initial Complaint

  Date:05/19/2025

  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 business has to be investigated and has some scams going on. Ive been having an on going problem with this business. I received an emailed invoice dated 5/2/25 with balance due by 5/23/25 Which to me means I have to pay by 5/23/25. Today at 12:43 pm 5/16/25 I received an email stating that my personal property in my storage will be auctioned off today 5/16/25 at 2pm. They didnt even give me a 24 hour notice of this auction for today. I didnt receive a call about the auction. No mail about this auction. Only an email the same day of auction seems illegal and some sort of scam. This isnt the first time I receive emails of auction same day. I thought they would fix this on going issue but its gotten worse.I am completely in shock this business can actually do this repeatedly with no warning. They are illegally trying to sell peoples property without proper legal notice.

• Initial Complaint

  Date:05/15/2025

  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.

  I am disgusted with your company, and how you have the nerve to increase the cost of my storage unit year after year. I began with your company in June 2022, paying $296.06 for a period of 3 months. You then increased the cost of my unit to $334.56, an increase of +13%. A year later in August 2023 you increased the cost of my storage unit from $334.56 to $386.58 per month, an increase of +*****%. The following year in August 2024, the cost of my unit went from $386.58 to $493.68 per month, an increase of +*****%! This year for June 2025 you increased the cost of my storage unit from $493.68 to $600.00 per month, an increase of +*****%. In 3 years, you increased the cost of my unit from $296.06 to $600.00 per month, an increase of +******%. That is disgusting and insane. I did a review of every single storage space near where I live for a storage space of 20 x 10, and found many companies, all had storage spaces at the same dimensions as mine that were less expensive, not with starter rate either. When I received your latest increase, I asked my store manager for help in getting some kind of price reduction, anything, to help me with my decision to stay at CubeSmart. I have known my store manager for years, and he is a good guy, however, after several days of waiting, he came back and told me that there was nothing he could do. The higher *** offered nothing. Excuse me? That made me ill. If you had offered me a 10% or 5% discount for being a great customer, never being late with my payment, paying your crazy rate increases year after year, even if you had offered me $20 off a month, I would be a happy customer and would stay, but giving me absolutely nothing, is the same as giving me the finger, tell me to go f myself. It is disgusting and sickening. All you care about is your stock price and performance, nothing about the people who rent from you, and pay your insane increases, all of which are far far far above the rate of inflation and then some.

• Initial Complaint

  Date:05/14/2025

  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.

  Company let us make late payments, they would just lock us out. Then when I choose autopay and tell them I dont want to lose our stuff, they don't call my girlfriend to tell her that her payment was declined so, she could remedy the situation. They could have made 1 phone call to her 3 months, they could have called. They used my old address and never updated it. And I feel like it's because they knew I had Barbies in there. I spoke to an attorney and he told me they are scammers and to file a complaint with the better business bureau and contact the attorney general with my situation and hold them responsible for not having enough integrity to call my gf who was paying the bill. But they chose instead to make money off of our stuff and sell it. Do not do business with them. If they know you have valuables and miss one payment, they will sell your property and make money off it. When they didn't know there were valuables in there, they only locked us out. They met my gf and could have called her. Simple solution.

• Initial Complaint

  Date:05/12/2025

  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 work out of county and do flights with the men and women of the mililtary, I have had some serious financial setbacks but I somehow come through with what is needed. I have been a customer of this company for ma y years and all I am asking is to,receive a few more days in order to pay so my things wont get sold, too I work out of the country and I wont be back and they are going to auction off my things. I need them to not sell my things. It is t not good business practice as Ithis is uncontrolled circumstance I am out of country I do flights with the men and women of military and families

• Initial Complaint

  Date:05/09/2025

  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 business is overcharging me on purpose and not providing the amount of time leverage stated in the contract. They have increased the price multiple times intentionally, putting me at risk of losing my unit. I asked for corporate to call me back regarding a break-in at my storage unit, but my insurance claim was denied. They told me it was denied because they do not cover dishonest acts by employees.This business needs to be investigated because they are overcharging me every month and have never shown me the surveillance footage of my unit, despite my police report. When I reported the break-in, all they could tell me was to file a claim with my insurance. However, after I did so, my claim was denied. They continue to charge me every month for insurance, yet the insurance company refuses to accept my claim, citing coverage exclusions related to dishonesty by employees. How is this fair to me? I sent in allrecorder documentation including a police report and they still denied the claim and CubeSmart has nothing to say on behalf of the insurance

• Initial Complaint

  Date:05/05/2025

  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.

  Requesting refund of unused rental payments of monthly prepaid rent at storage place.5519 Cubesmart ********************************************************************************************* Account ********** Unit 1100

• Initial Complaint

  Date:05/02/2025

  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 rented a unit 5x10x8 on 07/27/24 at $228.00 a month. On 11.17.25, i downsized to 5x8 for $195.00. Neither contract states there will be a rent increase. As of this month, my monthly bill is $283.00. After a week of attempting to track down the supervisor ****** , she reviewed my account and stated it was an annual fee. I informed her I have not had the unit for a year. She began looking again and then stated that corporate placed the increased. I asked again why is there an increase and she stated that everyone gets an increase but my contract does not indicate anything about an increase. They can not give me an ansewr as to why I am now paying more for the smaller unit, then I was paying for the bigger unit. I asked for information to the corporate office and she stated she did not have that information

• Initial Complaint

  Date:05/02/2025

  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 spoke with the area manager for cubesmart advise I needed to do inventory on my unit for my chapter 13 he refused so before I reach out to my trustee I will give you the opportunity to correct this before my meeting of the creditors. The reason is I agreed to sell the units to pay off the debts this to a part of the plan a denial will drag you for 5 years with no payment which will end in a extension a refile or a chapter 7 again I am under the protection of the federal court ant the manager has no experience with the laws or rights so I expect some from the legal **** to reach out to me since I am my own prose until i hire an attorney i want my rights to be respects under the laws of the courts. Also there are piece that have loan on them and the company is willing to take it back without any problem so this needs to happen the plan is due in a couple of weeks and the first payments are going out the trustee does not want to be managing 5 storage units.I do not want to talk with the area manager since he was rude.

• Initial Complaint

  Date:04/30/2025

  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 am writing to file a complaint regarding my storage unit (B710) at *************************************************************************, which I have rented for at least 10 ******** concern is that the rent for my unit has been increasing steadily, while the advertised rates online are significantly lower. When I inquired about the online pricing, I was informed that it is only for new customers and that my unit is priced higher because it is considered a premium unit due to its drive-up access and location. This explanation is inaccurate, as most of their units have drive-up access, and the location of my unit is not premium in my opinion. When I first rented the unit from Storage West, I was not given an option to choose a premium unit; I was simply assigned what was available.On 3/31, I emailed CubeSmart requesting that my current pricing be matched to the advertised online rate. I received a response from a store manager reiterating the premium unit explanation and offering to lower my monthly rent by $10, which I found insulting. On 4/9, I responded to the store manager's email, addressing the classification of my unit as premium and pointing out that their online advertising does not mention premium units. I received no response to this email.On 4/23, I emailed again, stating that I had not received a response and inquiring about the amount I would owe if I chose to vacate the unit over the weekend. On 4/30, I sent a final email requesting a response by the end of day tomorrow.I have included copies of the email correspondence for your review. I am requesting the following from CubeSmart:1. Waive the rent from 4/23 to 5/22 due to their lack of response and adjust the monthly rate starting 5/23 to the current advertised rate for the next year, as their website does not specify that the advertised rate is for new customers only.2. Alternatively, waive the rent from 4/23 to 5/22 due to their lack of response and inconsistencies, and I will vacate the unit by 5/22.