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

  5815 Arapahoe Ave Boulder, CO 80303-1330

• 

  U-Store-It

  3899 N Oracle Rd Tucson, AZ 85705-3251

• 

  CubeSmart

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

• 

  U-Store-It

  3680 W Orange Grove Rd Tucson, AZ 85741-2824

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:08/01/2025

  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.

  This a second and new complaint . On July 28, 2025, about 7:30 pm, I was locked on one of the elevators. The emergency button doesn't work. I had to force one of doors open to escape on the 3rd floor. I had a hard time by being a disabled senior getting down 3 flights of stairs in the dark. Also a couple was locked on another elevator and I called first responders to assist them. This is the same problem that occurred during May of this year except there was a flood on the 3rd floor and the temperature reach approximately 95 degrees because the air was down at least 3 weeks. Also during the month of May, this year a pregnant woman was locked on the elevator and the first responders had rescue her. The elevators were down about 4 days leaving customers with no way except the stairway for access to smaller. Items to move. A few days ago I visited spoke to the employees about the issue again. Previously I have reached out to customer service and people of the district and regional management but no return calls. The fire department mentioned there should an emergency generator in place and also mentioned a report will be forwarded to State and Federal officials because of the safety issues. I have and others have lost time a money trying to move items out and or to smaller units. This company must realize its a slippery slop of federal and state disability laws are being violated

  Business Response

  Date: 08/15/2025

  Hello, our records indicate that our team was able to reach out to you on 8/13 to address your concerns.  We appreciate your patience!  

  Customer Answer

  Date: 08/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *****
  
  

  Customer Answer

  Date: 08/16/2025

  The company never reached out to me on 8/13/25 to address the concerns. I called to transfer to a smaller unit but the company never reached out to me about the prior unresolved issues.

• Initial Complaint

  Date:07/29/2025

  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.

  My name is ****** ***** at ************. I'm writing this because I have an issue with CubeSmart and would like to file a complaint and get help if possible. It is regarding 2 separate incidents regarding 2 separate storage units and involving bad experiences with the District Manager of the storage facility, ******. She has not attempted to give me anything or even a call back on the second time, so she has provided me nothing, nor has she tried to resolve or provide remedy for the problems whatsoever. The nature of the dispute is that I 'm seeking some monetary compensation/credit. I no longer wish to speak to her, but I am seeking someone from Corporate who handles BBB complaints, as i'm having to go over her the District Mgr to seek help/resolve.

  Business Response

  Date: 08/11/2025

  Thanks so much for your feedback, ******. Its our mission to provide you with top notch customer service and wed like to know more information on how we can serve you better.Please email
  ************************************************************* with your preferred method of communication and well reach out to you directly. 

  Customer Answer

  Date: 08/21/2025

  [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: 23673317
  
  I am rejecting this response because:  I'm waiting for Cubesmart to call me so we can discuss more of the complaint issue.  I'm pretty sure that I provided my phone number in the BBB complaint letter that I initially attached, and on the form, but please have bjohnson@cubesmart call me at *************.  I'm looking forward to a quick call.  Hopefully no more than 5 or 10 minutes and also hoping that we can come to mutual agreement on a resolution as well. 
  
  Regards,
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/12/2025

  ******, thank you for confirming your contact info.  Someone on our team will be reaching out to you shortly to discuss.

• Initial Complaint

  Date:07/28/2025

  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 is a storage unit and as of March 20th, 2025 the third floor air conditioning system has been completely out. CubeSmart has made no attempt to fix or replace the system. They would rather just have customers leave the third floor. Their customer service is unresponsive and ridiculous. Senior management will not return complaint calls. Formal complaint was made to ***************************** for excessive heat on the third floor. I have tried numerous times to speak to someone about this issue and several other people are making the same complaint with no response. We should not be paying full amount for a climate controlled unit.

  Business Response

  Date: 08/11/2025

  Hello and thank you for feedback. As our valued customer, your experience is so important to us. Please email *********************************** with your contact info, and account information if you have it, and well reach out to understand more about your experience with the temperature in and around your unit.
  

• Initial Complaint

  Date:07/21/2025

  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 repeatlyed reached out to ***** at ************ I have several units at his location on Tippecanoe 950 Tippecanoe I have been trying to do a pair quit for 2 months this is an unmanned location someone from another location has to come over there so you have to either know what location that is which the ************ location at ************* where I also have a unit that's almost $4,000 which I cannot afford could not find that satellite office as well I do not want my things so that auction and if it is do is bad business these people are preventing for us coming up with a prominent solution I found the chapter **************** and it got dismissed because my debts weren't as high now they're high and with this store steady raising I'm paying more than $3,000 a month in stores to them and I cannot afford it I am homeless I'm up in age and I'm disabled I'm a senior citizen in the vulnerable adult I need this company to help me get my things out of there or allow me to make some type of pain quit deal with them that I can do and I need time to get arranged a truck to get these things out there's a lot of things to do and that unmanned station is not fair to me is not being fair they're going to be forced for me to file a 13 and a lawsuit I don't want to be dragging this out I am too old for that I'm 60 years old I need someone to call me today at ************ The only reason the storages are like this is because someone call them and said that the cars used was fraud I have evidence that that is not correct and I need them to work with me instead of working against me and that has not happened this person is being investigated by the *** I will send that information to you as well

  Business Response

  Date: 07/23/2025

  Hello, we appreciate your review. Its frustrating to read that you were inconvenienced during your experience at CubeSmart. Wed like to know more so we can help to serve you better. Please email *********************************** with your account and contact information and well reach out to you directly. Thank you!
  

• Initial Complaint

  Date:07/18/2025

  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.

  So I had a storage unit with cubesmart for a year and couple of months and mind you cubesmart makes you pay insurance regardless no way around and if you late they will lock your unit after a couple of days , so within that time frame a rain storm hit and flooded the place so as Im moving my things out water is dripping from the bottom of all my items like furniture boxes with clothes,electronics,toys, rims , etc , so I informed the manager and he told me to file a claim and gave me the brochure to do so and thats what I did now Im being told its surface water and it doesnt cover it lies I want to be reimbursed for my lost and damaged property

  Business Response

  Date: 07/22/2025

  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 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: 08/01/2025

  This issue has not been resolved because no one has reached out to me about the matter 

  Business Response

  Date: 09/12/2025

  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 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:07/18/2025

  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 facility is infested with rats I just moved all my furniture into the unit Monday 7/14/2025 and when I went to take a couple other small things on Tuesday 7/15/2025 there was a rat running across the wall of my storage unit and crawled into the unit next door to mine. I contacted customer service all they could do was offer me another unit which was absolutely pointless since all the bottom of the door seals are chewed up by rats. I called the store manager the next morning since she never called me like they said she would. I was told she was out of town. She called me back later and acted like she didnt care at all just offered another unit and said she would fix the seals. I asked for pest control to go out that day to have the rat removed from the building she refused to do that. I told her I was moving out of the unit and she was fine with it. I am making this complaint because I have kept my things in a climate controlled storage unit before and never had this issue no signs what so ever of rats. The buildings could be built and insulated better. I went to have my things taken out of the unit today 7/17/25 and they have locked my things inside the storage. My move in date was 7/12/25 and by 7/15/25 I had already advised I would be leaving due to their rat infestation now they wont let me get my things which means they are getting more messed up the longer they sit there. This is sad and wrong they are taking advantage of me by trying to make me pay $171.00 for keeping my belongings in a rat infested storage room for 3 days and now I cant get my belongings back. Please help me with this issue.

  Business Response

  Date: 08/04/2025

  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 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. 

• Initial Complaint

  Date:07/16/2025

  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.

  Me and my girlfriend pay monthly for an indoor 10x10 storage unit. They offer an insurance that they highly recommend and only offer 1 plan for you to choose from when you go to buy the unit. We go to the unit about once a month, and when i stopped by on Sunday, there was black mold and a water line on all of our stuff from when the unit flooded. The store manager immediately says to contact the insurance company and file a claim with no remorse. We contacted the insurance company and the only water damage they cover is a leaking roof. We contacted CubeSmart again and they claim they went to vacant units nearby and there was no mold. There werent any nearby empty units on the same wall thats underground on either Sunday or Monday. We have pictures of black mold growing on all of the doors in the hallways and throughout our unit. The building is partially underground, so all of the groundwater from the recent rain had flooded the building.

  Business Response

  Date: 07/17/2025

  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 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.  

• Initial Complaint

  Date:07/16/2025

  Type:Order 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.

  On March 22, 2025, I rented a storage unit from CubeSmart(6967). I signed a lease detailing terms and conditions, including customer and operator responsibilities. Ive upheld the agreement, including on-time payments, storing permitted property, and using the provided locking mechanism.On June 22, 2025, I locked and secured my unit with an additional gate door check for security. Twenty-three days passed before a Cubesmart employee contacted me on July 15th to inform me that my unit was unsecured with no lock. I was made to believed the discovery was made on the same day after a daily premise check. Upon visiting the site on July 15, 2025 the operator stated that the missing lock was discovered on July 1, 2025 during a weekly premise check. I questioned the lack of communication and the delay in notification. CubeSmart employees provided ambiguous answers.I requested that the site manager or employee inspect the unit with me but this was denied. Upon checking, I found vandalism and theft. A Cubesmart employee later claimed that the unit was secured by a company overlock, but the date for this claim was unavailable. Said overlock was not present at time of inspection. I seek answers to the following:- Breach of contract.- Clarity of days/dates for premise checks.- Initial discovery date of the occupied, unsecured no lock unit.- Method of notification to customers prior to July 15, 2025.- ****************** policies for units that are current in payment but left unsecured for any duration of time.

  Business Response

  Date: 07/17/2025

  Hi, thank you for your review. As our valued customer, your experience is so important to us. Please email *********************************** with your contact and account information and well reach out to better understand what you experienced and how we could have served you better. 

• Initial Complaint

  Date:07/15/2025

  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.

  Upon renting a storage unit, I was told they would replace the doors within the next week. After door replacement, all of my things were completely covered in a thick layer of dust and dirt. It took me hours to clean everything and it got all over my motorcycle that I was about to sell and had just had detailed. The manager told me the general manager *** said they would give me 1/2 month free rent. When I spoke with the general manager, he was extremely dismissive and rude, raised his voice at me, and told me he would never allow me to pay reduced rate or give me any refund. I spoke with the manager and she confirmed *** most certainly did offer that, but he was taking back his offer. Now I am out $250 for the detail, 4 hours of cleaning, and I wasn't able to sell my motorcycle.

  Business Response

  Date: 07/17/2025

  Hi, we appreciate your review. Its frustrating to read that you were inconvenienced during your experience at CubeSmart. Wed like to know more so we can help to serve you better. Please email *********************************** and with your account and contact information well reach out to you directly. Thank you!  

• Initial Complaint

  Date:07/15/2025

  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.

  On 6/3/2025, I received a call from a Cubesmart employee asking me to come to check my unit, as it appeared to be flooded. It was the first time it had rained since renting the unit. I went down there and opened the unit, and the whole front was completely flooded. My $3,000 couch is ruined. The employee did nothing to help the situation and stood there silent. Eventually, he got a mop and helped me wring the water out. I attempted to make an insurance claim, but their insurance does not cover water damage from rain. I was talking to my family about this issue. My brother rents an indoor unit from this location. He went to retrieve something from his unit and discovered his possessions were covered in black mold. There is a leak in the ceiling in his unit. These units are completely unequipped with protecting against rain. I attempted to call the general manager, but did not receive a call back. Between my brother and I, we have thousands of dollars worth of damage. Monsoon season is coming, and I worry all of our things are at risk to be ruined. As of now, I cant afford to rent a truck to relocate my unit. Cubesmart recently also upped their monthly price. I would like to be compensated for the damage and given a resolution, as I have not been contacted whatsoever since this took place over a month ago.

  Business Response

  Date: 07/17/2025

  Hi, thank you for review. As our valued customer, your experience is so important to us. Please email *********************************** with your contact and account information and well reach out to better understand what you experienced and how we could have served you better.