ComplaintsforCubeSmart

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  11/30/2021, I moved out of my storage facility at Cubesmart on **************************************, Germantown, OH ******, unit ****. I discovered significant rodent damage: entire contents of unit contained fecal/droppings, bed was burrowed in. I threw away my bed, a desk, and multiple boxes that had mouse fecal matter in the contents. I also found several mouse carcasses on the floor of my storage unit. I had rented there five years and was apparently paying renters insurance through **** included in my storage rental payment. I also had renters insurance with ******* Insurance. I filed a claim both with my insurance company (*******) and the recommended (****) in which I paid monthly premiums. In both cases the claims adjustor said that insurance does not cover rodent damage. I would like a replacement for my bed, which cause 1100 at the time of purchase as well as the cleaning fees totaling 110 for the couch and sofa and $TBD for the carpeting which will need to be cleaned. AS i move my possessions into my new home, I continue to find rodent droppings and are throwing items away if they can not be sterilized. Please pay for my bed that is unusable and must be replaced as well as my carpet and upholstery cleaning bills: $1300 in total. Thank you, *********************** ************

• Initial Complaint

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The cubesmart located on *********************, Miami, FL *********. Management is so un organized and customer service is terrible. I called corporate on December 6 to file a complaint I was told 48 hours someone will get back to me and no one has. The managment is very disrespectful. They charged me a late fee and the situation was there fault after realizing it was okay whatever I took the late fee off pay me. No apologies nothing this time I explained to them my situation and was will to pay he said that's not his problem he can't waive fees after one has been waved and which I explained to him the first time was their fault. This place is horrible. They also raised my storage fees he couldn't explained why.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had all of my furniture and household goods in a cube smart storage unit in Westlake Ohio, beginning October 2020, until I could relocate after my husbands passing. In October 20 21, when closing out my storage unit, my furniture and end tables were filled with mold and mildew. The insurance that I was told I had to take, will not cover the claim, in what great ******* insurance is calling mold and mildew claim as opposed to a moisture problem which causes mold and mildew. ***** ********* insurance claims that there is no indication of a water issue in that unit. This could've happened at any point in time over that period of a year. I was paying $207 a month to store my things including the required insurance which according to CubeSmarts document is not mandatory. I was told it was mandatory.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Cubesmart is unfair and using price gouging practices. I was never informed or disclosed of the possibility of price increases when I signed my contract. I would of NEVER of signed a contract if it wasn't a fixed amount. I originally signed my contract in October 2019 for $100 a month which included a discount and recently noticed my payment were increased to $150. My payments are automatically paid from my credit card where I have various transactions and didn't become aware of the increase until this month. I assumed my payments were a fixed amount and maybe my discount expired so there was a gradual increase last year. I contacted the local store and wrote an email. I was informed in both circumstances that there is nothing that can be done and I should of contacted them sooner. This is unacceptable since I was never aware or informed in my original contract. I pleaded for another discount or a rate decrease to my original amount and was declined. At this moment this charge is higher than monthly car insurance, electric, cable and cell phone bill.  They do not care of people's financial restrictions or hardships and are taking advantage to make a profit.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have had a storage unit with this location for over 2 years I have moved into a larger unit. When I moved into a larger unit I was charged 100$ a month. Now out of no where, and no change to my contract or unit, I am being charged 140$ a month. I never signed or agreed to these new terms. I recently rented the same size unit, 2 units down that costs me 200$ a month for the same size in the same location. Over the last 8 months, flooding has occurred, pictures, in the parking lot in front of my units leaving my units not able to get to for weeks at a time. I have complained to property manager and district manager to no avail. Last time I saw both managers on the property, both gentleman said they were aware of the issue and it would be resolved, however here we are with no resolution, cant get to my units and now higher fees.This place should do right by a current customer, bring both units to the 100$ a month price that it should be, refund the over charges and late fees (as I did not pay while I could not get to the unit) for the past 8 months to get us to 200$ a month (100$ a month per unit as I started well over a year ago) and stay on top of the county or city to fix their water problem. I should not be penalized as your customer for this issue. And for the management team to not care and brush off this issue, raise the price and lock me out of units I cannot get to is highly ridiculous. I have asked the local team for help to resolve this to no avail.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have rented a storage unit at Cubesmart Storage, ******************, Cincinnati, Ohio ****** since June 2021. GM: *****************************. Phone: ************. Email: ************************************ November 15, I went to Cubesmart to pay my rent from December 15, 2021 to January 14, 2022. At this time, ********************** informed me of a rate hike from $36.00 per month plus tax to $41.00 per month plus tax. This 20 percent increase was not the incremental increase promised. ********************** said she would keep my rate the same for December to January and accepted payment of $38.00 (cash) for that period. She also said she would email her district manager to see if the rate could be returned to $36.00 or no more than a couple of dollars more per month after that. On November 17, I left a voice mail and email inquiring about the status of **********************' conversation with her district manager. She replied on November 18 stating she had not received a response. On November 25, I received an invoice for $44.20 for rent December to January  showing a balance owed of $6.20. I emailed ********************** that day that the funds she said would be accepted as payment in full for December to January were not. I also re-iterated the circumstance under which I rented the space that would warrant keeping the rate the same or at most, a couple of dollars more as she offered. I have not received a reply to this email.The circumstance under which I rented the 10 x 5 space is that I reserved a 7.5 x 5 space on the Cubesmart website in May 2021. When I was ready to utilize it, ********************** informed me the space was no longer available, even though I reserved it. She had upgraded me to a 10 x 5 at the same rate as the smaller space with no increase for six to eight months with an incremental increase after that time. Twenty percent is substantial.I have issue that ********************** misrepresented accepting my payment in full, but also, this appears to be a bait and switch situation.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a storage unit on-line, during the electronic signing, the free month box instead of the discounted box was checked. When realizing the mistake, the managers ****** and **** said that if we moved out into a different unit by the end of the month, we could get the discount monthly rate and pay the difference. Before the month was up, we realized that we needed more space. We visited ****** on-site and she fixed the paper work to move us into a larger unit with a discounted rate of $142.80 a month. On the day we moved in, we noticed that the monthly rate was $222.00. ****** stated that it takes a full billing cycle for the discount. The next bill that we got still has the $222.00 rate on it. We called and spoke to **** who stated that when you move into a smaller unit, you do not get the discount. We told **** that we were moving in to a larger unit and the price was not the *********************** gave us. He then stated that he was no longer going to be the manger there and that we will have to wait to speak to someone has he did not think they would give a discount for moving in to a smaller unit. We reminded **** that we moved into a larger unit and we wanted him to adjust the bill. At this point, **** started yelling that he was not going to give us an F..in discount and we were out of luck. We hung out on **** and called the Cubesmart 800 number. The CSR we spoke to took down the information and said that the district manger would contact us.... no one has contacted us. We hope that **** is not still with your company as his customer service and management traits are awful.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We rented a self storage from the facility located at *********** Centennial,CO ******. They have a moving truck advertised on their grounds and it states “ Free use of truck when you rent from us”. I have a picture for proof. However that is not the case as the date we moved in they charged us $10 and we were only able to use it for 30- minutes to an hour. I tried to handle it with the store manager but she refused to honor their advertisement. Moving forward to move out date they charged another $10 for the “free truck” and then told me I couldn’t get that rate as it was a one time deal and charged me $40 for the “ free truck”. 

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On November 5, 2021 at approximately 10pm I was trying to leave the storage facility. I noticed that I had left the keys to the ***** upstairs. The elevator would not go back up to retrieve my keys. I contacted the customer service number for assistance. In which I was told by the representative, that they had to speak to the store manager to give me a code. I said okay that's fine. When they got back on the line, the representative told me that store manager refused to speak to me or help me because I had a balance on my account. I tried to explain to the representative that I had given more than enough notice and should not have a balance. Instead of resolving this with the store manager, they stated they could not help me I would have to wait until the following morning to speak to her. This is the second time I've encountered this type of treatment from ******* Instead of trying to assist me she refused and I was told to call the police by the representative if I was stuck inside. I have witnessed people come inside the facility Afterhours with an actual code. I suspect some sort of illegal activity occurring there. She should not be working there as she does not know how to treat customers.

• Initial Complaint

  10/31/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Cube Smart, located at ******************************** in Mundelein Illinois is source of the problem. For at least the last year, when I visit stop by my storage unit at the above Cube Smart location, no one is in the office during the advertised hours on Sunday (11am to 3pm), and sometimes on Saturday as well. I don't me they are out on the lot helping new customers or such. I mean they are not at the site. That happened again today. I stop by the office to discuss my storage unit and no one was there. I then drove through the entire site and no one was there. This was at 2pm today (Sunday). There was no sign on the office door saying when they would be back, no artificial clock with dials to show when they would be back, nothing. I talk to another on site customer who had stopped by three times today to visit the office. No one had been there each of those times. Importantly, this regularly happens to me and I have heard similar complaints from other customers. Adding insult to injury, Cube Smart had a huge rent increase this year. They also stopped having two people staff the office and now only have one person. There customer service is horrible and they repeatedly fail to have the office open during advertised hours. I suspect suspect the District Manager is a big part of the problem. I have twice filed a complaint before with CubeSmart but nothing had changed. They should honor their advertised hours but don't.

*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. ↩