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

  1733 S Wadsworth Blvd Lakewood, CO 80232-6821

• 

  U-Store-It

  22075 US Highway 18 Apple Valley, CA 92307-3917

• 

  CubeSmart

  8361 E Broadway Blvd Tucson, AZ 85710-4007

• 

  CubeSmart

  975 S Prudence Rd Tucson, AZ 85710-5020

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:10/29/2025

  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.

  On 9/25/25 CubeSmart attempted to direct debit my storage unit rent payment from my ************ account. The direct debit was declined by my bank due to insufficient funds. On 9/29/25 CubeSmart direct debited a $30 NSF fee as a result of the initial declined payment. On 9/30/25 I reprocessed the rent payment using my debit card and was charged the same $30 NSF fee on that invoice. I went in person to the storage unit office and was told that the fee was charged by my bank and not cubesmart. I attempted to show them my bank statements clearly showing the direct debit was initiated by AND sent to cubesmart and was in fact not charged by my bank and the staff refused to acknowledge it and refused to investigate. I'd like to note that this is the SECOND occurrence as this also occurred the same way a few months prior (Initial rent direct debit declined by cashapp on 7/24, $30 NSF fee direct debited by cubesmart successfully on 8/1, and then charged same $30 NSF fee on invoice when making re-payment for rent on 8/14. I would also like to note that ******* confirmed that they DO NOT charge NSF fees, as they simply decline the transaction if funds are unavailable.

  Business Response

  Date: 11/05/2025

  Hello, we're sorry to learn that you were inconvenienced during your experience with CubeSmart.  We strive to provide excellent service and want to know more of what we could have done better.  Please email ******************************* with your account and contact information and a member of our team will reach out to you directly.  Thank you!

• Initial Complaint

  Date:10/28/2025

  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.

  I gave the storage people plenty of notice and I am not even required to give notice. No one responds to email. No one answers the phone. Every time I have gone up there since getting my unit no one is in office. After I moved out they charged me for MONTHS and still refused to respond to email. This is fraud at this point. I have emails proving I told them. I also have the lock from the storage unit and pictures from the storage unit on day of move out.

  Business Response

  Date: 11/05/2025

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

  Customer Answer

  Date: 11/07/2025

  [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,
  
  ******* *****
  
  

• Initial Complaint

  Date:10/28/2025

  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 rented a storage space at this business. I was told that I could make payments via mail. Now they will not accept payments via mail and demand I pay online with an additional processing fee. I am also now not able to contact the management office at this facility and am re-routed to another office which will not accept payment. This is breach of contract.

  Customer Answer

  Date: 10/29/2025

  There are a couple screenshots I am attaching.  

  One shows Cubesmart's main page showing payment methods.  One of them is pay by mail - which doesn't work.  I had my bank send two checks to the correct address and they never received the first payment and the second was late according to the location employees.  I also spent around an hour trying to debug why with the company and with Cubesmart customer service, their location manager, and the ****.  I asked their district manager to call me back about it.  I did not receive a call back from the district manager.  Cubesmart will not connect me to the location manager (per theiir 'policy' from what I am told).  I asked their customer service over the phone if I could send payments to another address that would reliably receive payments and was told no.

  I want to make regular monthly payments without autopay - as I was promised I could do when I rented the space.  On Oct 27, I spoke with ***** who refused to provide a payment address, refust to remove the service fee for my payments, and refused to connect me to the management office.  I am out-of-state now and cannot come into the officy by person to make payments.  So now I am forced into a convenience fee to make a payment.  This is a breach of their contract with me in that it raises the price of my rental space.

  Please provide an address to which I can make my payments and refund the service fees I have already paid.

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

  Business Response

  Date: 11/05/2025

  Hi ****, we're sorry to learn that you were inconvenienced during your experience with CubeSmart.  We strive to provide excellent service and want to know how we could have done better here.  Please email *********************************** with your account and contact information and a member of our team will reach out to you directly.  Thank you!

• Initial Complaint

  Date:10/22/2025

  Type:Product 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.

  Spoke to Cubesmart 9/10 was told they would be switching billing date to 15th. Got an email 10/18 stating I was getting a lein fee on unit, in my assumption was only 3 days late. Attempted to call multiple times to no avail.Escalated a ticket thru customer service said theyd have management call Monday. Sent email Monday and Tuesday. Finally Wednesday 10/22 they called. They feel they will not change due date but want to bill me for the date change that did not happen.They methodically waited til 22nd so they had 7 days passed due to overlock my account also. I am constantly lied to and held hostage by this company and it cannot be legal to lie like this.

  Business Response

  Date: 10/27/2025

  Hi *********, and thank you for your feedback.  As our valued customer, your experience is so important to us.  Please email *********************************** with your account and contact information and we'll reach out to better understand what you experienced and how we could have served you better.  We look forward to hearing from you.

• Initial Complaint

  Date:10/16/2025

  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.

  I had a locker with cubesmart for approximately one year from July 2024 to July 2025. I tried so hard to keep up on my rent but we were always short on money because we were homeless on and off due to various family circumstances. In July 2025 cubesmart auctioned off all of my belongings. My entire childhood was in that locker. Looking back, cubesmart did not follow the proper lien procedures yet charged me a lien fee even though they didnt actually file a lien in the state of ******** (if they did I want proof but I searched the lien database and did not find any matches). They also overcharged me every month. I was supposed to pay $90 a month but was charged $120 a month every month. Every couple of months they charged me a lien fee even though there was no actual lien. I filed a lawsuit but it was dismissed due to needing to go through arbitration. I just want my stuff back and a refund for the lien fees I was unjustifiably charged for as well as the difference between the $90 and $120 a month when I was told $90 a month in the contract. My parents ashes were in there and everything from my childhood. Im absolutely devastated. I was told after the property was sold that ** relieve back my parents ashes and photos and confidential documents which were located in the locker in addition to anything not of value. The locker was packed. All I recovered was a couple of photo albums.

  Business Response

  Date: 10/24/2025

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

• Initial Complaint

  Date:10/16/2025

  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 rented two storage units from Cubesmart in *******. In September, I received a notice that my autopay was not honored. As I had given them my bank information for my capital bank account, I immediately called ************ as the notice said *** and I knew there was plenty of money in the account. ************ told me the autopay had not been put through so I called back and spoke to the manager ****. I asked to verify the account information on file and was told only the accounting department could verify it. He said he would send an email to the accounting **** and get back to me right away as they were adding late fees. I also sent him a screenshot showing I had made the payment. **** called back and told me that they wanted to see where it cleared my bank. I told him it obviously did not clear my bank since it was never presented to the bank. I reinterated that if they would just give me the info they have on file, I could figure out what was wrong and fix it . **** said he would send another email. I called **** repeatedly to check on the status as I knew the Oct payment would be coming due soon and I needed to straighten out the autopay. I attempted to go on line and pay the correct billing amount but their app would not allow it as they had already tacked on additional fees. I finally got a call back from **** today stating that as a courtesy, they would give me a one time 50 dollar credit. Not acceptable as they had already tacked on over *************************************************************************** the bank info on file when I first requested it. I want all the fees refunded and if they reported the alleged delinquency to a credit bureau, I want a letter verifying that it was reported in error and should be removed.

  Business Response

  Date: 10/24/2025

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

• Initial Complaint

  Date:10/14/2025

  Type:Product 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.

  ---I am a CubeSmart tenant for 22+ years (Unit 873), paying every month on time, including late fees. CubeSmart has overcharged me annually, despite industry standard (confirmed by a U-Haul general manager) that rent increases should occur every two years. I recently paid $179 this month, contributing to over $40,000 in cumulative overcharges.These actions constitute illegal price gouging, theft of services, unjust enrichment, and breach of contract. CubeSmart has knowingly retained excessive payments for decades while holding my property. All payment records are on file with CubeSmart and clearly show the pattern of overcharging. Silence or delay is not acceptable.I demand a full refund of all overcharges to the credit card on file, which is non-negotiable. I will continue paying future rent, but restitution for past overcharges is required.This conduct violates:Texas Deceptive Trade Practices Act (DTPA, Sec. *****) misrepresentation of fees and unconscionable actsBreach of contract rent increases applied contrary to agreementUnjust enrichment retaining funds without lawful justificationTheft of services / fraud charging above agreed amounts knowinglyPrice gouging / unfair pricing practices excessive, repeated increases without noticeI request that the BBB not close this case, and that CubeSmart be promptly investigated and required to refund overcharges. This is a serious and ongoing consumer violation requiring immediate resolution.-$ amount and 22+ yearsMonthly payments and late feesConversation with U-Haul GMLegal references: DTPA, breach of contract, unjust enrichment, theft of services, price gougingFirm refund demandThis is not a duplicate complete

  Business Response

  Date: 10/22/2025

  Thank you, *******.  If you would like to speak in detail about this rate increase, we recommend speaking with your store manager. If you have any additional questions, please reach out to *********************************** with your preferred method of communication and someone from our team will reach out to you directly.  Thank you for your feedback.

  Customer Answer

  Date: 11/05/2025

  [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: 24006248
  
  I am rejecting this response because:
  

  1. Introduction

  I am submitting this formal grievance regarding ongoing misconduct, overcharges, and improper business practices by CubeSmart over the last 22 years, as well as the inadequate handling of complaints by the Better Business Bureau (BBB) regarding these issues. This complaint addresses:

  1. Improper and excessive charges over more than two decades
  2. Unjustified late fees
  3. Rate increases that violate standard lease agreements and consumer law
  4. Negligence and inaction by the BBB
  5. Related knowledge and comparisons from other storage facilities, including U-Haul at ***********, *******, **

  The following sections detail these points in depth.

  ---

  2. History of Payments and Overcharges

  I have been a tenant under CubeSmarts management for the last 22 years. Throughout this period:

  • I have consistently paid rent, often in advance or on time, yet I have been assessed late fees multiple times without proper justification.
  • My rental rate has been increased improperly and too frequently. CubeSmart leases stipulate that rent increases occur every two years, but I have been charged increases annually, violating lease terms and consumer rights.
  • Over the course of 22 years, these cumulative overcharges and improperly assessed fees amount to a total of over $40,000.

  These financial discrepancies are not minorthey represent systematic overcharging, neglect of contractual terms, and ongoing consumer exploitation.

  ---

  3. Unjustified Late Fees

  Despite my consistent payments, CubeSmart has applied late fees improperly and excessively. I have provided evidence of timely payments, and in multiple cases, the late fees were applied after the rent was properly submitted, or in violation of grace periods allowed under Texas law and standard lease agreements.

  These actions are not only financially harmful but also stress-inducing, as they have compounded over decades and affect my ability to manage essential expenses, including healthcare and medications.

  ---

  4. Improper Rate Increases

  CubeSmarts policy and the leases I signed clearly indicate that rate increases should occur every two years. Despite this:

  • I have been charged annual increases, in violation of lease agreements.
  • These increases were sometimes applied without proper written notice or the legally required 30-day advance notice, echoing the issues observed at Greenspoint U-Haul, where similar practices were attempted.

  This pattern reflects a deliberate disregard for tenant rights and consumer protection laws.

  ---

  5. Comparisons with Other Facilities U-Haul Case Knowledge

  To contextualize the severity of these issues, I reference my experience with U-Hauls Greenspoint facility, *******, **:

  • I observed that rate increases without proper 30-day notice are unlawful and unacceptable.
  • Unsafe facility conditions, such as a broken elevator, compounded the financial exploitation.
  • Managements attitude of ignoring complaints and dismissing tenant concerns parallels the handling of my CubeSmart complaints.

  This demonstrates a broader industry pattern of neglecting tenant rights and underscores the urgency of investigating CubeSmarts practices.

  ---

  6. BBBs Negligence

  In addition to CubeSmarts misconduct, the Better Business Bureau has failed to conduct my cases properly:

  • I have filed multiple complaints regarding overcharges, late fees, and rate increases.
  • The BBB closed at least one case without my input and claimed they did not receive a response, which I never received.
  • Their inaction delays resolution and compounds financial harm, effectively enabling CubeSmart to continue illegal practices.

  This level of negligence by a regulatory body entrusted with consumer protection is unacceptable.

  ---

  7. Impact on My Life

  These practices have had long-term financial and emotional consequences:

  • I have been overcharged tens of thousands of dollars over 22 years.
  • Improper late fees have added stress and financial strain.
  • I have been forced to allocate funds for disputes rather than essential expenses, including medications and health care.
  • Repeated ignoring of complaints by CubeSmart and the BBB has created frustration, anxiety, and a sense of helplessness.

  ---

  8. Requested Resolution

  Given the severity and duration of these issues, I request the following actions:

  1. Full audit of all payments and overcharges over the last 22 years, including late fees and rate increases.
  2. Refund or credit of overpayments totaling over $40,000.
  3. Correction of lease terms to ensure compliance, including proper notice for future rate increases.
  4. Assurance that late fees will not be applied unfairly, especially during dispute resolution.
  5. Reopening and full handling of BBB complaints to ensure proper investigation and resolution.
  6. Acknowledgment of negligence by CubeSmart and corrective measures to prevent recurrence.

  ---

  9. Conclusion

  I have been a diligent tenant for 22 years, yet I have been systematically overcharged, subjected to unjust late fees, and ignored. CubeSmarts actions violate lease terms, Texas law, and basic principles of fair business practice. The BBBs failure to act promptly has only compounded these *****.

  I urge CubeSmart and the BBB to take immediate action to:

  • Correct financial discrepancies
  • Reinstate fair lease practices
  • Resolve all complaints in a timely and professional manner

  Failure to address this grievance will leave me with no choice but to pursue further legal action, including involving state regulatory agencies and small claims courts to protect my rights and recover the funds owed.

  
  
  Regards,
  
  ******* **********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/12/2025

  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.

  *** received emails from the company stating that my until will not sell until Nov 12th so I am trying to get the funds to pay it before then but I am being threatened that my until will be sold before then and if so I will be willing to sue because I have documentation stating o have until the 12th of November to come up with my balance. I just experienced this with the *************** MD location a few months back with their employees plotting on my storage unit and adding bogus fees and liens to up my amount owed so that I can now afford to save my unit. Im seeking legal counsel now whom has reviewed all of my emails and documents I have received from the company and I am willing to sue for my belongings and harassment due to these conditions. I will provide supporting documentation per my legal counsel directions.

  Business Response

  Date: 10/22/2025

  Hi, and thank you for your feedback.  As our valued customer, your experience is so important to us.  Please email *********************************** with your account and contact information and we'll reach out to understand what happened with the different dates and how we could have possibly served you better.  We hope to hear from you soon.

• Initial Complaint

  Date:10/11/2025

  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 went to retrieve some belongings at CubeSmart. There were mouse/rat droppings all over stuff, and I didn't have any food in there. There were also roaches on everything, and I never had roaches.

  Business Response

  Date: 10/22/2025

  *********, thank you for making us aware of this situation.  A clean and safe environment is part of the genuine care we provide for our customers.  So we can look into this situation right away, please email your account and contact information to *********************************** and we will have someone from our team reach out to you to learn more.  We hope to hear from you soon.  Thank you!

• Initial Complaint

  Date:10/07/2025

  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.

  At about 9am, my husband entered the storage unit to find that the door of the unit was broken into and a lock was replaced. He went to the store clerk who showed him people entering the facility at 6:55, damaging the unit, robbing the unit and leaving at about 7:10 with black bags in their hands. The clerk (known as Islam) stated that the entered using an employee pin code number. He also admitted that break ins happen all the time. Since the unit is under my name I arrived shortly. The clerk never addressed me. He only spoke in Arabic to my husband. When I spoke to him in English he ignored me. When the police officers came He spoke to them in English and didn't want to provide an information. When I asked to see the camera he denied me. The police had to force him to allow me to see the camera. He then continued speaking arabic to my husband. I then spoke up and told him to stop being a discriminatory towards women. This is not the first time this clerk has been discrimatory towards me.The worst is that this crime happened during his shift and he could not provide the necessary information to me and the police to proceed further. Cubesmart is not securing customers personal property. This an ongoing situation of theft and from what the clerk admits is an inside job. The doors of Cubesmart does not open until 7am. For someone to come before 7am is an employee code. The clerk called the employee in front my husband and I and stated to them that the cops are coming for you. Whether or not it was the employee why would intervene in an investigation. After everything he had the nerve to charge us for the unit that was robbed when we asked to cancel.

  Business Response

  Date: 10/24/2025

  *****, thank you for making us aware of this situation.  A clean and safe environment is part of the genuine care we provide for our customers.  So we can look into this situation right away, please email your account and contact information to *********************************** and we will have someone from our team reach out to you to learn more.  We hope to hear from you soon.  Thank you!