Business Profile

Storage Units

CubeSmart

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for CubeSmart's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

441 total complaints in the last 3 years.
177 complaints closed in the last 12 months.

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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:07/13/2025
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.
Belongings including a newer mattress and box spring were ruined by mouse f**** and urine and chewing. We opted for an indoor, climate-controlled unit. We only stored our belongings less than 3 months and they were already ruined when we came back to move in to our new house. The manager just shrugged and said he couldnt do anything. He admitted they know full well that theres a rodent infestation, yet failed to either inform us at time of rental OR to reimburse us for either loss of property OR storage rent for the months we put our belongings there.
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.
Customer Answer
Date: 07/18/2025
[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: 23594304

I am rejecting this response because it does nothing to address your bad practices or reimburse me for my items.

Regards,

******* ********

Business Response
Date: 08/11/2025
We understand your frustration and want to address your concerns. As we continue to look into this, confirmation of your contact information will ensure we are able to reach out to discuss in a timely manner. Thank you for your understanding and we look forward to hearing from you soon.
Customer Answer
Date: 08/12/2025
[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: 23594304

I am rejecting this response because:
This response does nothing to address the bad business practices or my loss of property.

My contact information is *******************************************

Regards,

******* ********

Business Response
Date: 08/21/2025
Good Morning. Following up on this to confirm that a resolution was discussed and agreed upon as a result of our discussion on 8/19. We are happy that we were able to come to a resolution!
Initial Complaint
Date:07/09/2025
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.
On July 8, 2025, I received communication from CubeSmart regarding a rate change increase. I have been a customer with ****************** since the end of March 2025 and already they increased my rate from $286.69 to $372.60. This is almost $90 per month increase which is excessive. Overall, this is a deceptive practice to advertise low rates to get customers and then turnaround in record time to increase rates. I requested to speak with someone in the local office and they said that I could move my belongings to a smaller unit. This is a hardship and this is what companies want...to be in a tight situation where you feel compelled to just deal with the increase. I am also active duty and need this storage space for flexibility. Thus, I am very disappointed at the customer service of this company. I also called the corporate office to speak with a regional manager, but I have not received a call yet.
Business Response
Date: 07/17/2025
Thank you for your review. We understand that rental increases can be frustrating. If you would like to speak in detail about your rental agreement, your monthly rent, or the rate increase, we recommend contacting your store manager. If you have any further questions or feedback, please email *********************************** with your account and contact information and well reach out to you shortly. As always, we appreciate your feedback.
Customer Answer
Date: 07/29/2025
Hello,
I never received a message via email that the business responded. Thus, the 10-day period for my response has passed. I am not satisfied with their response and will reach out to the business. Can BBB please re-open my complaint?
Thank you.
***** ****
Customer Answer
Date: 08/01/2025
The company has not followed up with me via phone nor email. Thus, this complaint is not resolved. I am not satisfied with the response they provide regarding being frustrated but that's basically the way it is. Please reopen my complaint as I await direct follow-up from the company. Thank you very much.
Business Response
Date: 08/11/2025
Thank you for your response. As we continue to look into this, we ask that you please confirm your preferred method of communication, as well as your contact info, so someone from our team can reach out to discuss. We look forward to hearing from you soon.
Customer Answer
Date: 08/12/2025
Hello,
I have emailed CubeSmart several times with no response. The email that CubeSmart provided for me to follow-up was *************************************************************.
My preferred method of communication is email ******************* I can also be reached at **************. I appreciate everyone's continued attention to this matter.
Thank you.
Regards,
***** ****
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: 23578011

I am rejecting this response because:
I have emailed CubeSmart several times with no response even after my initial BBB complaint. The email that CubeSmart provided for me to follow-up was ************************************************************* and there has been no replies to my correspondence to this email address.

My preferred method of communication is email ******************* I can also be reached at **************. I appreciate everyone's continued attention to this matter.

Thank you.
Regards,

***** ****

Business Response
Date: 08/29/2025
*****, I hear your concerns and understand the resolution discussed previously was not what you had in mind, but I want to make sure we have looked at every possible solution. An additional call was made to you today to discuss and we will wait for your return call. Hope to hear from you soon.
Customer Answer
Date: 09/03/2025
[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: 23578011

I am rejecting this response because I am not clear on every possible solution that was considered for this complaint. As of 1:56pm today, I have not received a call from CubeSmart****** today. However, I did receive a call on Friday, August 29th around 4pm that day and I called back the number on Tuesday, September 2, 2025. Thus, I look forward to hearing from CubeSmart representative regarding this complaint. Thank you.

Regards,

***** ****

Business Response
Date: 09/12/2025
Hello, we have made several attempts to get in touch. Is there a specific day/time that would work best for you?
Customer Answer
Date: 09/16/2025
[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: 23578011

I am rejecting this response because: I have only received one phone call and message. I have tried to call several times and have left messages. I'm not sure what number you are calling. You can call between the hours of 9am-6pm. Thank you.

Regards,

***** ****
************** - cell
Initial Complaint
Date:07/07/2025
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.
My complaint's on Friday July 5th 2025 I went to the app to pay my normal monthly rental storage payment. When I got to the home page I was met by surprise my rental storage was had increased dramatically over 2 months. Particularly this month in July 2025. I had complained several weeks ago several months ago that I did not get a proper notification for stores increase and it got me mad. And this is literally what I've been talking about they date that they shaved out $20 off of my authorized rental And this month in July 20 225 they increased it by $35 and again I pacifically told when the original complaint that I wanted my payment to stay the same around the $15064 a month 41 calendar year it has not been one calendar a year it has been literally 5 months. And now then I'm making it a complaint again I want my store to stay at the above price for the next 2 years. I have literally been in at the same location for over 20 years over 25 years and yet the price of his keeps going up every few months which is price Galaxy is illegal and it's wrong and no nobody has reached out to me since then no one has and if they have they did not address who they were leave a phone number so I can talk to them or any or properly address the issue professionally. I do not appreciate being treated like this I'm a customer there and I've never been there for over 26 years since 2001 do the math. And I'm not gonna forget to mention this this is what happens I'm going to pay my bill and dentist like a $2025 ***** for a fee service fee that is a service price gout in ****** illegal in every state.
Business Response
Date: 07/16/2025
Hi, we really appreciate your feedback. At CubeSmart we strive to remain competitively priced while providing you with excellent customer service, clean facilities, and convenient amenities. Wed like to address your issue firsthand, so please email us at *********************************** with your account and contact information and well reach out to you directly. Thank you!
Initial Complaint
Date:07/03/2025
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 am writing to report what I find to be deeply unethical business practices at CubeSmart Storage, at ********************************************************* We contracted with them in April 2025 to store important household items for the 14 months we will be abroad. They advertised that we would get 50% off their normal rate, and the first month free, if we contract online, which we did. The rate was $109 a month. It was to our great surprise that in June they raised the price to $139 a month, a nearly 30% increase. The website originally stated this was a monthly rate, and that it was not a yearly contract, but there was no warning that the monthly rate could change at any time. Even the confirmation email, which used a mark by the price to direct the customer to conditions for the price, only stated that the price is valid if you sign the contract before the start date. It did not state this was just the rate for the first month and that the rate in subsequent months could change at their discretion. We did careful comparison of prices with other nearby facilities and chose CubeSmart for its price and convenience. If it had been clear that the price could drastically change later, we probably would not have chosen them. When I wrote to complain, they merely responded that potential price changes are in the contract we signed. But that is another case of putting major elements in the small print no one reads. While legally it might be our responsibility, we find this kind of business practice, which lures you with cheap prices prominently displayed only to change the price soon afterwards, to be deeply unethical. There is no effort to make the consumer aware of potential price changes. It is very misleading.
Business Response
Date: 07/17/2025
Thank you for your feedback. We understand that rental increases can be frustrating. If you would like to speak in detail about your rental agreement, your monthly rent, or the rate increase, we recommend contacting your store manager. If you have any further questions or feedback, please email *********************************** with your account and contact information and well reach out to you shortly. As always, we appreciate your feedback.
Initial Complaint
Date:07/02/2025
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 was lied to by this business,...i emailed them several months ago and they told me i could move into another unit and have a rent reduction. the manager would only say "call me." my monthly rent is $400 a month when the atlanta average for a 10x 10 is $83/month. They are ripping me off and now they are saying they never said it. These people are the scum of the earth. Please let me know any government agency i can additionally report them to.I am filing a formal complaint regarding a deceptive and unprofessional experience I had with CubeSmart Self Storage. A manager at the facility made a verbal offer to reduce my monthly rental rate if I agreed to move into a smaller, more affordable unit. Specifically, I was told that if I switched to a cheaper unit, my new rate would be around $250 per month.Based on this promise, I took the time and effort to downsize my belongings and relocate them to the smaller unit as suggested. However, after doing so, the manager reneged on the original agreement. I was not given the promised rate, and no alternative solution was offered. This bait-and-switch approach is not only misleading, but also highly unethical and exploitative of customers time and ************************ has a duty to honor the commitments made by its staff, especially when those commitments directly influence a customers financial decisions and physical labor.
Business Response
Date: 07/16/2025
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 understand more about your experience.
Initial Complaint
Date:07/01/2025
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.
CubeSmart Storage facility has a Rat infestation at their location. I posted a review and ****** showing my items being contaminated with rat f**** along with a dead rat in my mattress as you can see in the pictures. There are also others also posting their pictures of their items being contaminated due to rat infestation and the biohazard of transporting your rat f**** contaminated items into other areas. They have done nothing to correct the issue and their insurance does not cover rodent damage. My mattress set was $1500 and also had to throw away appliances/ dishes, silverware as well as all my clothes due to the contamination.i dont want to see others lose half their stuff as well as be exposed to rat f**** and get an infection
Business Response
Date: 07/15/2025
Good Afternoon, 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:06/30/2025
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.
Ive had my storage rate increase multiple times in the last year and double in the last few years. They are currently trying to charge me 215/month for a unit they are advertising for 75/month. Its the (or one of the) smallest unit available. In 2022 i paid 135/month. And since 8/2022 its increased to 215/month??? No justification. I would like them to stop ripping me off and lower that rate considering they are advertising it for a substantially lower than my rateand more than half of what they charge me. They also havent and wont provide the reason for my rate change. *** even had the unit broken into because their facility was clearly not secure. Items were stolen as well. Yet they charge me an additional 12/month for insurance.
Customer Answer
Date: 06/30/2025
Just to clarify the attachments wont be publically posted, correct? They contain my full name, email, address/location and unit number.
Business Response
Date: 07/17/2025
Thank you for your review. We understand that rental increases can be frustrating. If you would like to speak in detail about your rental agreement, your monthly rent, or the rate increase, we recommend contacting your store manager. If you have any further questions or feedback, please email *********************************** with your account and contact information and well reach out to you shortly. As always, we appreciate your feedback.
Customer Answer
Date: 07/28/2025
I never saw another email to add my comments. This hasn't been resolved. Cubesmart emailed me todsy saying they wont accommodate me so now i have to remove all my belongings from my unit.!
Initial Complaint
Date:06/27/2025
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.
CubeSmart not only failed to return phone calls regarding storage space and astronomical price increases, they sold my storage unit, and now have turned me over to collections!! This company needs to be shut down for predatory pricing and now for s******* with my credit score!!
Business Response
Date: 07/17/2025
Thanks so much for your feedback. Its our mission to provide you with top notch customer service and wed like to know how we can serve you better.. Please email *********************************** with your account and contact information and well reach out to you directly.
Initial Complaint
Date:06/25/2025
Type:Product 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 was moving items out of a storage unit so i could store large furniture in it. I moved items out on may 17 then received an e mail stating i had asked to move out on the 20th when i had paid up till the 4th of June. I called the office and the refused to give me a refund of the remaining time i had paid for. The amount the stole from me was over $120.00 dollars, very dishonest of this company to blatantly steal like this.
Business Response
Date: 07/17/2025
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 *********************************** and with your account and contact information well reach out to you directly. Thank you!
Customer Answer
Date: 07/26/2025
[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: 23512786

I am rejecting this response because: I did not leave the storage unit,i was told in an email on 5/20 that i moved out even though i was paid on till 6/4 there for i would like a refund for the remainder time i paid for. Thank you, ******* *. Call Sr

Regards,

******* *. Call Sr.
Initial Complaint
Date:06/22/2025
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.
I rented a storage unit @Cube Smart in ******** Tx at the location: ***************** as of May 3, 2024. Ive always paid my storage and at times 2 months late. I always kept in contact with the store manager. On February 26, 2025 I paid ****** for my storage including late fee I was made aware of a auction that will happen in April 2025 if I didnt have have my storage paid for my January and February payments that had not been made yet. I was no longer in jeopardy of a Lien on my storage. Once that payment was made my property was safe. I kep in contact with the store manager about me moving and I will be coming to get my stuff was the process was over. 2 months went by during the time Im dealing with mental health issues with my 12 year old son. So I had to pause a moment and I informed the property manager I was still coming to get my things. Store manager made me aware of a lien on the storage but was not told about an auction until the last month following the auction. Cube smarts state that they sent me a email and a certified letter that I never received and the email address that was on file was hacked I updated my email address twice with Cube smart. I never received a notice are letter. I spoke with another person to work out something to avoid my things being auction off. I made them aware everything I own is in the unit tax papers identification birth certificates and a gun but no one acted if that was any concern to them. I made arrangements to meet up with another manager on my lunch break on June ******. I had an emergency the night before with my son trying to harm himself so I had to take him to an appointment at 10:15am to find a facility for his care I kept Cube Smart informed and the arrangement that was made was no longer valid for me if I could not get the before 3 pm . I told them I can make it tomorrow as this was a serious matter. All of my property was sold on auction without proper procedures. Im gonna to sue the property.
Business Response
Date: 07/16/2025
Hello, 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 understand more about your experience.
Customer Answer
Date: 07/28/2025
No this matter has not been resolved

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CubeSmart is NOT a BBB Accredited Business.