ComplaintsforCubeSmart

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have called Cubesmart several times regarding the increasing rate on my storage unit. Cubesmart has increased the rate on my unit twice since I have been renting a storage unit. I called the customer service number and the representative could not explain why. I called the store and it wasn’t explained why. I asked how often this would occur and it was stated I would need to speak with someone in Corporate. I would like for someone in Corporate to give me a call.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On February 27, 2023 I took my items from ****** storage facility and Spartanburg and I brought them to CubeSmart. On the day of me reserving the storage unit online I put in all my information with my address in PA then went into the office to fill out another paper. There was a ***** woman with *******. She told me after I filled out the paper with my PA and all my information she told me to put an address down there. I asked her for what she said for emergency contact if they can’t get in touch with me my bill was due on the 27th of every month. I used my **** app card unit cost was $62.71 every month I never received any phone calls letters or emails from the CubeSmart. My father in law passed away 5/24 his funeral was 6/8 his viewing at the funeral home was 6/7 June 17. I called the store because my May 27 payment was due and I planned on picking my items up on June 23. Upon the phone call **** told me to hold on and he informed me that they did an auction on my items on June 7. I told him why would they sell my stuff? I got frantic start crying. He stated that he sent a letter to my parents home in South Carolina every week, which is a lie I asked him why was he sending any type of correspondence to their address and I live in Pennsylvania I explain the situation to him . The facility like put false notes on my account saying they sent emails phone calls and they never did the ***** woman quit and manager quit after the auction. She seen the items I had in there I had over $6000 worth of stuff and I do have receipts and a list and also a video of the items that was in there. I believe CubeSmart was low on your sales they seen what I had and they took my possessions. My possessions was only in their care for three months also have documentation from my bank statement stating that the payment was trying to be paid. They declined the payment because I was $.15 short I believe they are running a scam I didn’t know that much money for them. The option my items.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid for a service I did not receive. I rented a parking spot for my trailer, I was told they have  24/7 security, my trailer was broken into, the latches were cut off and my belongings were stolen, I was parked right under the security camera. I called the police and they came to investigate, the police officer checked the grounds and then went into the office. He asked the woman in charge to see the camera recording and was told they were not working, he asked if she was the manager, she said no, the manager and supervisor had quit the week before. ****He told me that they were negligent and I should go after them for my losses. I have been trying to get in touch with the district manager, but to no avail. Can you please help me , I would like my belongings replaced

• Initial Complaint

  06/12/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I’ve rented storage since February 2014, with the monthly fee of $147. 9 years later, it’s nearly $500. In addition, the HQ won’t allow me to change my autopay date to line up with my social security deposit, but their policies are not, in any way, reflecting nearly anything for the customers’ benefit. My disability comes on the 3rd, whereas they will only take the automatic payment on the 22nd. Consequently, they keep charging $35 late fee, plus 2% ($10) to pay through their online or automated phone service. I am elderly and cannot afford to retrieve my parents’ and grandparents’ household things like my mom’s paintings. I had to give up my apartment and my **** nephew, has taken me in - all the way by the Arizona/Mexico/New Mexico border! It takes me 30 minutes, each way, to get my temporary mailbox! I just want to distribute all the family things to all the many 38 grandchildren. My Cubesmart location is location **** on ******* in San Bernardino, CA. In addition, I’ve been broken into 4x, even though I pay extra for inside storage with security and climate-control. I had to give up my low income senior apartment, and my **** nephew is letting me live with his family. Someone, please help. I just need help - I don’t want to cheat them out of their income, I just need their understanding. I can’t possibly hope to retrieve my family furniture if prices keep being increased. I’m pretty sure that the rates have gone up 325%, if my elderly brain is doing this correctly! $147 x 3.25 (325%) = $478. This issue cannot be resolved by my local storage office - it’s the main company.

• Initial Complaint

  06/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My husband and I have used parking space for our big rig on this property in conyers ga for cube smart 8 years plus.. they refuse to see that doubling rental space is highway robbery raising prices for profit.. I’m all for it… what I am not for is being robbed.. the Industry is not doubling our paychecks and I find it so unethical. I hope this review helps others when making decisions on where to store anything with Cube Snart.

• Initial Complaint

  06/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I tried to rent a storage from CubeSmart a month ago for whatever reasons on their end they weren't able to allow me to rent the storages even though I paid for both of them they refunded one and I have been calling them every day at least once twice a week trying to find out about my second refund all I keep getting told as it's in process I have to wait on the check here it is a month later still no refund and I was just told by that manager that she wasn't told exactly how to process my refund so she would have to put in another ticket it should not take a month to receive a refund this is this is ridiculous and now when I try to call the escalation people I'm not getting any answers other than you have to go through the manager the district manager which he calls from a private number so I've never spoken to him but he'll leave a message on my voicemail saying oh it's going to be taken care of but I've never spoken to him one-on-one this is just ridiculous

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hey, I'm reaching out to you because it's probably something you're not aware of but me and wife have unit 712 at that location and someone has stolen some lifetime personal items that can't be replaced. . . I just hope you can get to the bottom of this and find out who access our unit and took some items. . . .we never heard anything bad about this location until now and there's a leak somewhere within yall personnel that needs to be addressed/replaced .. . Please feel free to reach our to us asap at ************. . .****** and or *******

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was supposed to have my items out by 5/21/23 by management after I reported 5/19/23 I no longer wanted the storage. I went 5/20 the gate was broken was up shaking I did not feel safe went back 5/21/23 and this time was worse people were stuck inside and out. I sent the video to ******* **** regional manager for Harlem Rd in Richmond, Texas who apologized but said I still had to pay $200 to get my items and she refused to honor the call with **** which I sent her a screenshot shot with the date and time to listen to the call and review the camera. I also sent a copy of location and time I was there when the gate was broken and she declined.As well as declined to get me to her manager who is suppose to be calling . Me they also had some irate uncontrolled manager screaming at me yesterday saying she was going to get fired for giving me my stuff. I'm waiting on the district manager now

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I returned a King/Queen Mattress Bag without a receipt. I was issued an invoice and assured I would receive a refund check of $7.91. I have been requesting this refund since October 22, 2022. I called several times and was then provided another invoice # ****** and still have not received my refund. I was also advised that a Customer Service Manager would be calling me back and no one has ever contacted me.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I have been happily storing boxes at the warehouse. Rate went up after first year by a nominal amount. Then 3 months later they are now almost doubling my rent for for a 5x7 room from $157 to $302 with 2-weeks notice. This seems like price gouging to me. They have given me another month at the same rate to find another space, but wanted to know if this is regulated? Is it possible that you could help with getting a much smaller rate increase. Thanks,

*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. ↩