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

  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:04/29/2025

  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 had a storage unit in the ******************* for about 6-7 years I had my payment on autopay and I was a loyal customer. I fell on hard times in Dec of 2024 being homeless and I was not offered a curtesy of a different payment plan. After my stuff was auctioned off they did not give me any sensitive documents they're required to give me by law. I have sent emails and called plenty of times.

• Initial Complaint

  Date:04/21/2025

  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.

  Rat urine and excrement all over everything in my storage. They even started making a nest by tearing apart my area rug. I have made contact with the office on many occasions. They gave me the number for the insurance people that I pay into every month for my storage. I contacted them, gave them all of the details, they never got back to me. I went back to office at CubeSmart to know this.They gave me a trash bag and some gloves and told me to go clean it. I actually asked for the gloves they only offered me the trash bags. I went back to my unit and open the door and thought about it I knew that wouldn't be a wise decision for me to enter the storage area. I have open wounds from surgery on my legs and cannot compromise them getting infected from the bacteria. I also informed their insurance company that I have compromised immune system due to health situation. I also informed CubeSmart and the insurance company that I know matter of fact that there is absolutely nothing that would be considered a food source for a person or animal in my storage. I've specifically went over all my things three times before moving them to that location. I've also since then noticed that the section of storage outside the gate is the only one that is locked. No locks on any of the doors leading up to anyone's storage. Storage has a huge opening for the entire length of it. Only blocked off by a piece of chicken wire.Many holes in drywall used to separate the units. It looks to be from prior breakings from neighboring unit. There is absolutely no sense of security for your belongings. I was in a situation and didn't have vehicle to move my belongings. That location is a block away. That being the only reason I initially used that storage facility. Many other tenants informed me that they have been complaining about rat infestation for a long time and nothing has been done about it.

• Initial Complaint

  Date:04/14/2025

  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 rented Unit #**** at CubeSmart #*** (****************). After missing an August 2024 payment, I never received legally required lien notices via verified mail or email. Instead, staff gave me conflicting stories: that my items were being held, sold, then disposed of by a third partywithout auction confirmation or breakdown of proceeds, which violates OCGA 10-4-212 & ****** unit contained high-value items: luxury sneakers (***** Vuitton, **** *****, Prada, etc.), a full wardrobe, electronics, furniture, legal/medical documents, and more. I sent multiple formal demand letters for documentation, proof of sale, or compensation. I was ignored.CubeSmart failed to follow Georgia law, mishandled my property, then ghosted me after I demanded answers. Im seeking full reimbursement and legal accountability.The last communication I received from CubeSmart was a standard past-due notice in November 2024no mention of auction, lien, or legal disposal process was ever provided.

• Initial Complaint

  Date:04/08/2025

  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.

  Ive been with this storage facility for more than 10+ years. Previously, they were called Storage West, and, I was very happy with their service and pricing of my unit. When the business sold, and, became Cube Smart, they raised my rental rate from ******, to ******, then, from ****** to ******, which, Im paying currently. I just received another notice from them, my rates are going to be ****** now, starting this month. These private beyond reasonable, and, I feel theyre taking advantage of the customer. Can they do this? Their rates have gone through the roof, within the last 2 years, since they took over the business. Is there anything I can do to stop this from continuing?

• Initial Complaint

  Date:04/08/2025

  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.

  Renting begin on Dec. *****. Clerk said, Air condition was broke but they are working on it. And if next month its not fix. He will provide a discount, for climate control. Now its April ****** . And still no climate control, air or discount. Saying it will cost them over ******. Thats not my problem. There are over 11 other units in that area , not one has gotten notified. My pictures and furniture were damage. I had to remove a lot of damage stuff. Yet they still avoid my voice or my complaints. But now want to raise my storage to ******, and no air conditioning still. Bad business

• Initial Complaint

  Date:04/07/2025

  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.

  On March 5th at 10:18pm, I called Life Storage to make a payment on my storage unit. I was advised at that time by a representative that Life Storage was switching companies and I would be contacted on how to make a payment. I called the next day to confirm and spoke with *****. She confirmed what the representative stated and advised that late fees would be waived. On March 12th, I received documentation from CubeSmart outlining theory terms. The letter is dated March 11th. On the front page in bold letters it states that the agreement would go into effect 30 days from the date of the letter. On April 7th, I called the new system and it advised that I owe 642 on my account. I send an email to the address listed on the letter. I explained that I've never been late so I'm hoping the late fees can be waived especially due to the switch. I receive a call from an individual named *******. This person advised that they can not waive the late fee because they did their due diligence by calling me on Sunday April 6th and leaving a message at 1138am the day before accruing the late fee. I explain that the agreement I received states that the new contract goes into effect on April 11th therefore I assumed the payment was/is due at that time. The individual stated that if I can show proof that it states the payment is due on April 11th, he can waive the fee. I have several issues with this situation:1. Lack of customer service as a new entity working with customers. Due diligence is calling new customers the day before the last day to make the payment as the new company. Sundays are considered days of worship!2. The agreement does not go in effect until April 11th and it must be SIGNED! Therefore imposing late fees during a limbo period is unfair and harsh!3. I have no documentation from CubeSmart that states my new payment date is the 5th or 6th of the month. That was the previous policy with Life Storage and as of March 5th, LifeStorage was no longer in control.

• Initial Complaint

  Date:04/07/2025

  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 have been renting a 10x5 storage unit for over a year and have been charged around $93.84 every month until April 2025. I went to pay this month and it was $117.30 on 4/3/25, I thought this was a glitch or mistake as I had not received either a physical or emailed explanation for a price hike. I paid to make sure this month ran smoothly and called the Cubesmart 2x with messages left asking for clarification and received nothing back. On 4/7/25 I went in person. The employees refused to give me a customer service number or email, as they would pass on the message, after saying they sent an email and letter about the change, both of which never reached me and they told me I agreed to the new price when I paid it which had I known this I wouldve paid. This is not the first time their computer system has said it delivered an email that didnt arrive for several days. This practice is deceptive and predatory to their customers.

• Initial Complaint

  Date:04/04/2025

  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.

  Around June/July 2024, I rented a small unit (#***) @ ***************************...automatic payments were set up. In October 2024, my debit card was compromised and I had to pay by check-(3x) until I decided to get a new debit card and restart auto payments. I emptied the unit completely and removed the lock February 19, 2025. The "rent" was deducted 2/20/2025. I would like it refunded. On 3/19 or so, 2025, I received a call from ***(z)mine informing me the refund was approved, but, it would take "a while." I want my money refunded as I was no longer occupying the unit. Most transactions were autonomous except for the three (3) in person payments.

  Customer Answer

  Date: 04/09/2025

  The issue is with a unit in ******************** **!!

• Initial Complaint

  Date:04/04/2025

  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.

  The complaint is as usual on the 3rd of every month I usually pay my storage storage bill from cube smart located at well rather on ***************** here in ******* ***** I went to **** played my bill online today which is April 3rd 2025 into my surprise my rent head went up fro $146 a month $21172 a month and I did not get any notification in the mail that my rent was about to go up this is the 4th month in 2025 and I literally pay almost $200 and yet I did not get any notification that my rent went up at all by law these businesses need to inform the customers that they are going to have a price increase they are openly price gouging and I have literally been with Q smart for over 26 years and yet I did not get a notification in the mail that my rent was going up I want my rent to be readjusted lower for the rest of The remainder of the year

• Initial Complaint

  Date:04/02/2025

  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.

  Hello, I have utilized this storage facility for many years. Within the last 12 months id repeatedly requested an audit of my account and payment receipts. My account fee has fluctuated without written notice more than 3 times in the course of the year and recently decreased by over $200 this past month. While Im appreciative of the decrease, I am concerned about shady business practices. Late last year the former manager threatened to sell my items after missing a payment. Id already made my regular monthly payment. He is no longer with the company to my knowledge but management never reached out to me to tell me why this was happening. This seems liked an unauthorized action by this manager and Id request a refund.