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

  4120 S Federal Blvd Englewood, CO 80110-4317

• 

  CubeSmart

  5815 Arapahoe Ave Boulder, CO 80303-1330

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:10/26/2023

  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 on auto pay with CubeSmart for over 3 years. My credit card was charged every month without fail. My payment for September 2023 however had an issue due to having a new expiration date. I was not aware nor notified in anyway that my payment was not received. No phone communication from their billing department or the local store manager. No email sent saying there was issue to contact them. The only way I knew there was an issue is when I went to retrieve an item from my storage unit on a Sunday and I was locked out of the building. I called the customer service phone number for assistance and there was no way to reach a representative with an issue. I was only able to connect with someone when pressing for sales. (not helpful) I spoke to a representative named **** and was told that my account was past due and my storage unit had been locked and I had to wait until the following day when the store manager named *** would call me. Again, there was no call back or communication. I promptly paid my bill via phone and was charged a service fee and I believe I was charged some sort of late fee but I cannot know for sure due to not having any communication with the store manager. I have been a loyal customer for over 3 years with no payment issues. I'm beyond disappointed that I was not contacted in any way to resolve this issue. All it would have taken was an email notifying me or a phone call to rectify the situation. Instead this company charged me fees and locked out from my belongings.

• Initial Complaint

  Date:10/21/2023

  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 made the reservation online for a self-storage space with this business, Confirmation #*********. I paid for the whole month with the intended moving stuff in the storage on Monday 8/28/2023. However, due to the sudden plan change that was absolutely out of my control, I had to cancel the reservation by coming to the storage office in Anaheim on Tuesday 8/29 around noon and speaking with the staff on duty. After listening to my reason, the staff mentioned that would not be an issue at all processed the cancelation, and provided me the paperwork for "MOVED OUT". I was advised that the refund would posted to the card I used to pay for the service as normal expectation, 7 days. However, today 9/14, more than 2 weeks after the cancelation, the refund has not been returned to my card account. Worse and frustrated, I called to the Anaheim store, after several times being hung up after choosing option 4 to speak with a store manager as instructed by the auto voice system, at the 5th or 6th call I was able to speak with someone but then I was told i need to speak with someone in Corporate, then another round of waiting and calling around, someone in Corporate said I need to speak with a "District" manager, I called to the provided number, nobody picked up the phone, then I had no choice but left a voice message. None of my voice message was responded to. Then I tried to call again on Tuesday, and the same waiting and calling issue, finally, I could speak with a "store manager" but then it seemed like there was no note of anything about the issue as he has no idea of what I expect for although I have spoken to many of them. I had to spend a fair amount of time explaining that I DID NOT USE THE STORE AT ALL BUT JUST CANCELLED IT and now I want my refund. But then the store manager mentioned he did not have the authority to make this refund. The amount was just $338.75. I believe this is not a way to do business nowadays as i still have not gotten my refund after 14 days. 

• Initial Complaint

  Date:10/21/2023

  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.

  I reserve a unit at the storage facility online and move my belongings in as well as my daughters, because we were going to be in between moving from one place to another. I came to get some thing out of the unit not too long after we had rented it and opened the door to find water on the floor and soaked into a lot of my belongings, and it was no fault of mine. I reported the incident immediately to the corporate customer service line and with this happening I did take photos, so I also took photos around the property and noticed that its very likely that my stuff was damaged due to negligence and the failure to keep the property maintained and customers belongings secured. The manager admitted that there was a leak in the roof and Looking at the property it is definitely not taken care of. I see all of my dealings with the manager and the insurance company has been difficult and no resolution. My and my daughters bad word is destroyed in this storage unit and to this day we still don’t have a bed and a lot of the belongings that were destroyed were important to me. This has caused me so much upset, mentally, and emotionally and caused me to physically be in pain by not having my bed to sleep in, my daughter’s belongings were also destroyed things that I had just bought for her for Christmas and it was very upsetting and I just want them to do the right thing but it doesn’t seem like they’re willing to do that so this is the next option before I seek an attorney.

• Initial Complaint

  Date:10/21/2023

  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.

  The last time I visited my storage was late June/ Early July. I lost my Job which caused me to fall behind with my payments. I did contact cubesmart and I was made aware that as long as I made payment of 706.00 by Oct 10th my belongings will not go into auction on Oct 11th. I made that payment that Friday before on Oct 6th. I was told by the manager to bring a lock because mine was cut off due to nonpayment and cubesmarts was placed on my storage. I told him I would be moving out and that I will leave theirs on until Tuesday Oct 10. I moved out on October 10th and I realized at the end of my move that my tvs were gone. I had a 55inch and a 43 inch tv. I made the manager aware and I was only told " no one went into your storage." no one followed up, no one gave me information on how to file insurance claims or even tried to see what's going on. I called the police and I have a report number. The insurance basically works with cubesmart because there was no signs of a break in or any damage to my storage. Also I was told that even if an employee was caught on camera stealing my things it would not be covered. I just want my belongings back.

• Initial Complaint

  Date:10/19/2023

  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’m a CubeSmart storage customer since 2019.Recently on July 04 I was at my unit #***** to add more stuffs. I was surprised to see a lot of items was damaged by rodents/insects (costs about $1900.00) l file a complaint to the store manager and the insurance company ( damages documents and pictures). Case # *********.On August 02,2023 I was disappointed the insurance company email me to tell my my case denied.Every year my unit payment get increase $ 20.00 . I want you please help me solve this case and make a great decision.Best Regards.  ***********************************

• Initial Complaint

  Date:10/19/2023

  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 CubeSmart storage facility erroneously sold my belongings with knowledge that they were being paid and DID NOT notify me until 10/10/23 when I went to pay the amount that was due which was approximately $770.

• Initial Complaint

  Date:10/08/2023

  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 a customer of this self-storage facility since May of 2022. In the 17 months I've rented the 10' x 20' unit my rent for the same unit has increased multiple times starting at a COVID era high of $192.92 in June of 2022 to now $301.04 in October of 2023. Meanwhile I can go onto the website for the same facility using the CubeSmart Self Storage website and reserve the same exact not climate controlled 10'x20' storage unit for an online price of $171. I should not have to get a new unit, and move all of my items to an empty unit 2 doors away from my current one to receive the cheaper price. I feel that an adjustment of the new increased rent rate to their current advertised price is a fair compromise instead of making me move storage units for the sake of saving $130 per month by renting a new unit from them.

• Initial Complaint

  Date:10/06/2023

  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.

  I rented a storage unit from Cubesmart for 19 months at the rate if $150.00 per month. When I moved my belongings out the unit some of my belongings were molded and dry rode. I filed a claim with the insurance company they denied the claim stating that mold is not covered in police. I have pictures. How is it ok to pay all that money and have thrown away my belongings that was destroyed in there unit?

• Initial Complaint

  Date:10/04/2023

  Type:Customer Service 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.

  10/3/2023 Flood in Storage Unit No call just an email luckily i check emails No assistance with removing salvaged items Employees not given enough information from corporate to answer any questions just telling customers going forward you may be contacted Customers given less than a week to remove any items We work and only have the weekend to now run around removing anything salvaged with no place to store our keepsakes

• Initial Complaint

  Date:10/03/2023

  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.

  To Whom it May Concern, My name is ******* ******, and I am reaching out to address a pressing matter regarding my Cube Smart occupancy. As a loyal and long-term lessee of Cube Smart for over a year, I have unfortunately encountered some unforeseen financial difficulties recently. In light of these challenges, I have approached the personnel at your office with a request for payment arrangements to bring my account up to date. Regrettably, during each discussion with your team members, I was informed that Cube Smart does not offer payment plans. Instead, I was advised to settle the account in full or face the possibility of my belongings being auctioned off. I understand the importance of fulfilling my financial obligations and maintaining a positive standing with Cube Smart. However, given the hardships I have faced, it would be greatly appreciated if we could explore potential solutions that would allow me to bring my account current without risking the loss of my stored possessions. I have recently received several notices regarding an outstanding balance of $631, and I must admit that I find it both unfair and insensitive that no effort has been made to work with me on resolving this matter. It is disheartening to learn that the items associated with this balance are set to be included in a disposal sale scheduled for 11/14/2023. This deadline leaves me with very little time to rectify the situation, which only adds to my distress. I kindly request your assistance in reviewing my case and considering alternative options to help me fulfill my financial responsibilities while avoiding an auction scenario. I am explicitly requesting an opportunity to pay the amount owed with a payment plan option of three payments. Any flexibility or guidance you can provide during this challenging time would be sincerely appreciated. Thank you for your attention to this matter, and I look forward to hearing from you soon.

  Customer Answer

  Date: 11/02/2023

  Dear  *******,

  I hope this email finds you well. Firstly, please accept my sincere apologies for the delayed response. I have been dealing with a family emergency that demanded my immediate attention and time. Unfortunately, the matter has not yet been fully resolved, but I am now able to resume regular communication. Despite my repeated requests, I have been informed that my proposal for partial payments has been denied.
  I understand the importance of fulfilling my financial obligations and I am committed to doing so. However, due to unforeseen circumstances, making a full payment at this time is not feasible for me. As an alternative solution, I am requesting that the total amount due be broken into thirds and paid in full by November 30, 2023.

  I understand from one of the store managers that my belongings will be included in a upcoming disposal sale, and they have not allowed me to make any partial payments up to this point. The only option they have offered was to pay the account current with a full payment of $879 which is good until you have a 4th month of rent added on, on November 13th. Your only other payment option would be to wait until November 7th and make a partial payment that is a minimum of 50% of what is owed on the account at that time.