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1.0 46 Reviews

CubeSmart Complaints Summary

0 Resolved
46 Unresolved
Our verdict: Engaging with CubeSmart at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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CubeSmart reviews & complaints 46

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1:51 pm EST
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CubeSmart Getting hurt at a facility

I got her at a cube smart storage facility. In Santa Ana California, I had bought it from auction on January 25th I had 3 days to clean it out. Sunday was the 3rd day and it they were closed, I had to go to the hospital so I left about 20 minutes after I got the storage and I left my friends there will they went ahead and kept my deposit, counting the Sunday a 3rd day when they can't do that because I had 72 hours to clean it out. What do I do.

Claimed loss: Whole storage unit they threw away

Desired outcome: I would like reimbursement for my stuff that they threw away

Confidential Information Hidden: This section contains confidential information visible to verified CubeSmart representatives only. If you are affiliated with CubeSmart, please claim your business to access these details.

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3:28 pm EST
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CubeSmart Lithia Springs, GA Manager

I am writing to express my deep concerns regarding the behavior of the manager at the Lithia Springs, GA location. It is with great disappointment that I bring to your attention the consistent rudeness and unprofessionalism displayed by the manager, which has significantly impacted my experience as a customer.

Over the past few weeks, I have had multiple encounters with the manager that have left me feeling disrespected and frustrated. Their demeanor and attitude have been consistently rude, creating an uncomfortable environment for both customers and employees. This behavior not only reflects poorly on your establishment but also undermines the trust and loyalty of your customers.

One specific incident that stands out occurred in November when I approached the manager to address an issue I was facing. Instead of providing assistance or attempting to resolve the matter, the manager responded with dismissiveness and a complete lack of empathy. Their tone and choice of words were not only unhelpful but also bordered on outright rudeness. Such behavior is unacceptable and does not align with the level of professionalism I expect from your establishment.

Furthermore, I have witnessed similar instances where the manager has displayed a lack of respect towards both customers and employees. This creates a toxic work environment and negatively impacts the overall customer experience. It is disheartening to witness such behavior from someone in a leadership position, as it sets a negative example for the rest of the team.

As a loyal customer, I believe it is crucial for your organization to address these concerns promptly and take appropriate action to rectify the manager's behavior. Fostering a respectful and professional work environment is essential for the success and reputation of any business. I kindly request that you thoroughly investigate this matter and implement measures to ensure that all employees, especially those in managerial roles, adhere to the highest standards of professionalism and customer service.

I sincerely hope that you will take my concerns seriously and address this issue promptly. I value the relationship I have built with your establishment and genuinely hope to see improvements in the management and overall atmosphere at the Lithia Springs, GA location.

Thank you for your attention to this matter. I trust that you will handle it with the seriousness it deserves.

Desired outcome: For someone to contact me.

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1:48 pm EDT
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CubeSmart Cubesmart self storage

Well Self Storage Community of 3103 N Decatur Rd, Scottsdale, GA 30079. It’s official because the Owner, District Manager or Management, has refused to adequately address and put a stop to the cooking and smoking of Meth in the storage building Mold has started to set in.

It’s possible it could be coming from the person with the abandoned car parked in the parking lot that someone has been living out of for the last 4-5 months, this was the time I started smelling it in the building and informed ALL of the above persons. Or the new manager because I have smelled the odor while he was present in the building as well.

Nerveless mold is starting to form and Meth and or Crack is the fastest way to get it started. With that check you’re belongs BECAUSE THINGS ARE GOING TO START TO MOLD.

Given the fact they have cameras this could have and should have been prevented. And there need to be laws so they could be held responsible.

Desired outcome: A law implemented for Cubesmart and the other self storage facility's to start being healed accountable for the things they are allowing to happen in the storage unit's.

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10:12 am EDT

CubeSmart Raising fees and charging for insurance

Cube smart 0287 south Waterman Ave, San Bernardino 92408

This is the worst Cube smart I have experienced in my 57 years in February of 2022 I was looking for a fair price cube smart this place was having a special first month then second month free, this was a mistake know I realize it was it was to get you into there storage units then the nightmare started when I first went the lady in the Main office was so nice and smiling then after 4 months the nightmare started when I got the storage unit there was a code for the Main electric gate then when I got to the building where the storage there was a first door with a electric pad very convenient and then you got inside the building and got to my main door to my storage that Gad a deadbolt lock, then one day I decided to go check my storage then I find that they have taken the main door to the building key pad out know there is a deadbolt lock so I went to the main office ask for a key and she tells me we had the keypad broken so they put a deadbolt but not giving out keys so how do I get in she tells me you have to first

Come to Main office and she will open it, I was so upset they just decided to make life very difficult for disabled people I complained to CubeSmart customer service and they didn’t respond but when I would go in to get this lady to go open the door to the Main building she would be rude and nasty in her way she answered my questions, I explain to her that was not the set up of the Main door to the building she responded well we change it that’s it, no more keypad

I told her know I have to get out of my car every time and go to the main office and ask for the door to be open that creates a burden on my disability and her answer was this is what it is, I was angry and upset if this was the idea to change the keypad into a deadbolt I wouldn’t have got this unit, after that day she became rude and nasty every time I went into the Main office I was paying them over $400.00 every month in a area that is a horrible area, but I had to save money for the burden to move my stuff out of this horrible CubeSmart storage unit

They have raised there prices on my storage many times for no apparent reason other then to take my cash, know I got a notice telling me that for the month of August they raise my payment to $529.00! I was outraged and started charging me for extra insurance on the storage again basically forcing me to pay for something I never agreed and I have that with my own insurance policy

I have reach my limit I can’t no longer stay in this unit with there ridiculous increases in rent, I am out! I am moving to a beautiful storage unit brand new facility and paying $216.00 and they are very costumer friendly and respectful of the needs for people with disabilities, and the area of the new storage unit is very clean and great roads,

Desired outcome: For a good faith customer service refund for all the burden they put on my disability

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Update by Sergio Lucka
Aug 10, 2023 5:18 pm EDT

I had it all plan out today to remove everything from my storage unit set up mover’s this facility is supposed to be open for business at 9:30AM well I got there waited and the person in charge of there office didn’t open I waited try calling there costumer service they said she had a appointment how convenient there was no notice on front of the door after waiting for 2 hours I was been charge every hour by the mover’s I told them just go I had to pay $200.00 for waiting then this guy calls my phone said there is someone there opening right know not true so unprofessional to lie and I tell him I already told the movers to leave they are not here and he repeated the same lie, they are holding my stuff hostage this is the 2 time I am traveling all the way from Victorville to this horrible area in San Bernardino and they open I guess when this employee wants to !

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8:29 am EDT

CubeSmart Getting in my unit

The storage unit at 395 there worker are very disrespectful and rude. There no help. I was having difficulty opening the door after entering my code. A employee comes out after I ring the help button. When he comes out. I explain to him the situation and his answer is just enter the code. I enter the code and tell him that not the way to approach me. There’s no need to be rude. I enter the code all he doing is just standing there. The issue is the door I ask him are you going to pull the door, when I enter the code his respond is just put the code in. So I turn around and said to him I did. Now he wants to stand behind me while I about to enter the code again. I ask him to please move from behind me. He’s respond is if your having issue is not my problem. So I tell him you watching me enter the code is not the problem and my code is private why can you enter your employee code to enter the storage and he called me a conball. I ask him if he could send anyone else to help me. He just walks off. So I tell him that I will be reporting him and his respond is don’t worry I will find out what your unit. you will be terminated. I just lay my unit. This happen on the 12 of this month I have call it’s to tie date no one has responded to me. I get my mail and I get a termination notice that I have to get my stuff out by the 23 of this month. It unbelievable how CubeSmart treat they customer. I was harassed and followed by the manger. It’s really sad that this big company hasn’t reach out to me.

Desired outcome: I would like for a District manger to reach out to me and fix this issue

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12:14 pm EDT
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CubeSmart Have someone present in the office.

This place is always locked when I go to pay my bill. No one is ever in the office. The clock on the door is always past due for when they will return. It’s been like this for months on end. So I started paying on line. Then paying online they charge me two service charges. It took them 5 months to get that back. And in doing so I have to deal with no one in the office when I get there. I’ve waited over hours for someone to show up. But this recent visit has gotten me to the point that someone has to know. I went there 5/16/23 and waited over a hour and no one showed up. So I had to leave. I showed up again the next morning at 8:40am and no one was there again. The clock on the door said they will be back at 8:45am. I waited over a hour and still no on. There car was outside cause they park illegally when a car is out there in the grass. So I wait. I called and talked to someone somewhere and they maid a call. Two minutes later the person came from out the back. Didn’t speak or opened her mouth. She never does. She does say thank you when handing you your receipt but that’s about it. Same thing happened the month before after waiting over a hr then someone decided to come from the back. How are you selling products if your hiding in the back all day. The storage needs some changes quickly. Cause I’m tired of trying to pay my bill and there’s no one there. Wasting my time waiting for someone to decide to come out the back. I’m not a happy customer with this facility. Thank you

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11:05 am EDT
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CubeSmart Open access to what should be a secured storage facility

The CubeSmart Bradenton, FL storage facility has had a broken (and wide open) security gate for over 2 months now. I am a paying customer who should receive what I pay for - a secure facility!

Each time I've expressed my concern about not having a secure facility, Ive been told 'we are working on it' and that it will be fixed soon. Meanwhile, I recently stopped at my unit and saw construction crew remodeling the office space. Why can they put money into fixing up their showroom and not correct real existing problems?

Desired outcome: If someone in the corporate office actually might read this, I am requesting a pro-rated discount for the 2, now going on 3 months that my storage unit is located in an insecure facility.

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6:19 pm EDT

CubeSmart Denied access

This weekend I was denied access in my storage I do not have any past due balance the store manager was rude and didn’t not send any emails out to warn the clients my email is [protected]@gmail.com I run a business out of my storage and had to refund my customers there was no signs to warn the clients and the manager caught a attitude giving me wrong information

Desired outcome: I would like reimbursement on my money I lost and I would like the manager fired

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12:16 am EDT

CubeSmart Horrible malicious treatment and false eviction by self-declared property manager

You will note that said "manager's" response was a large laughing emoji - this manager is a very ugly vindictive toxic person who should be investigated by cubesmart management.
laugh STORE 0174 reacted to your message:
From: bruce book
Sent: Sunday, May 14, 2023 1:21:23 PM
To: STORE 0174
Subject: [EXTERNAL] Unit 80

To the HORRIBLE manager that evicted me with a ten-day notice for NO REASON other than an UGLY VINDICTIVE STREAK that she has demonstrated ever since she suddenly appeared in the area next to my unit and acted like I was some kind of criminal - while later (3) units were broken into and left that way for about a week, and who then appeared again recently when I was sitting on a container and transferring items out of an open suitcase on the floor in front of my unit and she told me I "Couldn't be sitting there doing that" - well, I'm 64 years old with health problems and if I have to sit down to go through a suitcase on the floor - WHAT IS WRONG WITH THAT - and why is it cause for EVICTION?.

If this so-called "Manager" were half as good at cleaning and monitoring the property as she is at SPYING ON and SNEAKING UP ON her CUSTOMERS you wouldn't have the problems that come from managerial neglect that you have on that property. After giving me a verbal 10-day notice, this horrible ugly person came launching out of the office side door, telling me "You better get out of here, we called the POLICE," followed by, "We're LAUGHING AT YOU IN HERE!"

Well, I waited outside the gate for 15 minutes for the police to come but they didn't show up so I left. In my opinion and personal experience, this absolutely HORRIBLE person has NO BUSINESS managing that property or any business involving personal interaction with humans - and her only apparent familiarity with a BROOM is RIDING ONE, because any scraps of paper, etc. on the corridor floor of inside units would stay there in the exact same place for WEEKS. This email is to notify Cubesmart that I have vacated my unit (unit 80), which I left clean-swept and unlocked, as of the close of business 5/13/23, well within the (10) day eviction period, so/and don't even THINK about trying to add any more charges to my account.

Good Bye And Good Riddance!

Bruce Book

Desired outcome: Credit for the last (2) weeks in May that I had paid for just before the above Cubesmart employee LAUNCHED on me with a BOGUS EXCUSE to terminate my lease.

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4:52 pm EDT
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CubeSmart High security issues at 4720 Warrensville Ct. Rd. Cleveland,Ohio 44128

Very high security issues at property there is no front gate available to stop criminals from breaking in, somebody has removed all the entrances door locks to the facility.

I've been a loyal cube-smart customer at this location for almost 2 yrs now.

Criminals have targeted this location,

please take care of this problem immediately, all current customers are at high risk of there property & loveable values being stolen.

Krystopher T. Lacy Sr.

[protected]

[protected]@gmail.com

Desired outcome: I would love if someone is sent to this location and handle these issues A.S.A.Plike i said before this is HIGH RISK ISSUE!!!

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6:14 am EDT
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CubeSmart Rat infestation

I've been a customer at this storage for 20 years the rats have soiled and crapped on every it's been almost a year since I could use it but still paid ,I was told they would fix the problem but they never did so I paid months of fees and couldn't use it ,so now I'm being charged for back rent when I think you owe me terrible management,I want to talk to someone besides the people that office she told me she would fix it and they never did I want out

Desired outcome: I just want to end my space ,I think they owe me ,and now I owe for something I couldn't even use I think we're even

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11:21 am EDT

CubeSmart Workforce lodge San Antonio TX

My family has been staying at the Workforce Lodge in San Antonio Tx for over a year. We have always paid on time and in full. During this time we have had to move rooms on more that one occasion. The first time was because the electricity went out in half the room and could not be fixe. The second time happened when cieling leaked all over my husband raining in black liquid. The third time because the shower poured water out the back? The forth time mold was in the room and we all got sick. The most recent incident we were not given the option of a room change. On 3/24/2023 I was taking a shower and thetiles fell off the wall in a two foot diameter and fell on my feet. Are bathroom was incapacitated for 6 days. When we went to pay rent on the third time we asked for a discounted rate. We were informed that what we had experienced was do to an act of nature or random chance and we would need to pay the full amount I asked for the managers supervisors name and was informed he had already been contacted. I asked for his phone number and Matalynn the manager informed me that Adam had now told her we could have a week off paying the rent and find another place to stay.

During our stay we experienced roaches, scratches through the walls from rodents, continously running toilets, overflowing toilets, leaks in halls. And atrocious behavior from the staff. The staff was hostile and argumentative. At one point an front office staff literally pulled a guest off the elevator to berate them over a misunderstanding. The staff often gets in yelling matches with guests disturbing other guests with no thought to the consequences. EXIT DOORS HAVE BEEN NAILED SHUT and the elevators for a six floor building has been reduced to one. The grounds are filthy and only half the housekeeping staff works. The other half the manager s daughter sits in the office all day.

I would rate this hotel a -5. I would not recommend this hotel to anyone who values their safety or peace of mind

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6:52 pm EDT
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CubeSmart Business Hours

On March 21st, 2023, I got to the CubeSmart in Queens, NY on Cooper St and was not able to reach my storage unit. The gates were closed and only the office was open. I told the lady that it would impossible for me to get to them before 6:30 because I work until 5pm. She said I couldn’t get in because my code wouldn’t work. Why does it say online that they are open until 7pm then. On the gate of entry it says 6:30 but online it says 7pm.

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10:31 am EST

CubeSmart Unit 3139

Good day,

I visited my unit at the Whitehall location on February 15, 2023 and February 19, 2023 and each time there wasn't any lighting therefore, I wasn't able to retrieve certain items that I needed. I had to attend a City Hall event for Black History month and I wasn't able to attend because I couldn't see where my clothes were. I have left several messages and on this morning February 20, 2023 I receive a call from Tia stating that the lights where my storage unit is can't be changed unless there are two people on site. I tried to explain to her that wasn't my issue because Cube Smart is only providing me a service. The issue have cause collateral damage and I need to speak to someone.

Sandra Beck

[protected]

Desired outcome: I would like to compensated for not being able to utilize my storage unit correctly due to there being no lights

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4:31 pm EST

CubeSmart Very bad customer service

I went to the office to pay my bill and to put my homeowners insurance on file so I would not have to pay them an additional $12 a month. The representative looked at my policy and said we don't accept this. I told him I was at another storage facility for years and they did accept it. I asked him what was missing and what do you accept. No answer from him. I said to him well thanks, you were not helpful at all. The guy said it a very nasty voice, Get out of my office, you are no longer allowed in my office. I could not believe my ears, he said and if you want to move, Bye. If he is an employee and not the owner I don't think he could tell me to remove my things from my rental. If he is an employee his behavior was totally unacceptable. I have only had encounters with a woman at this facility and she bent over backwards to assist me when I was move in. I am 65 years old and I am not used to a relative kid talking to me like this.

Desired outcome: I would like to speak to a regional manager.

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9:21 am EST

CubeSmart Storage services

I am filing an official complaint due to the non release of my personal possessions. I have contacted this storage company numerous times over the last year to no avail. The owner of the storage facility passed away and I was informed that no one could touch the storage unit until conclusion of the death reports. I have spoken to headquarters which insured the new management would return my phone call. That has not happened. I have returned to Louisiana on several occasions to retrieve my stuff and the staff refused to release my items.

Desired outcome: I would like my personal possessions released and returned to me from that storage unit

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11:30 am EST

CubeSmart Credit January for the hardship this has caused.

I became pastdue in November because I had fraud on my bank account. So auto debit was canceled. Cubesmart locked me out of my online account. There is never anyone at the Holcomb Bridge location. During normal business hours. I work for a living as well. I have called customer service people they will take payments either. They are threatening to auction my belongings Jan 19th plus administrative fees, and increase rent making things almost impossible for me to pay. I am concerned about identity theft. I have had this unit for at least four years maybe five. The junk is not worth anything, it is my identity that concerns me. My safety. They are criminal negligent in the handling of this matter. I am in fear of my safety at this point. I have tried to pay this money and they won't return phone calls or take anything over the phone. NO one is at the location. Thanks Stephanie Roland [protected]

Desired outcome: Remove all administrative fees for starters and take money and let me out of this situation by January 31st. No increases in rent payments.

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4:14 pm EST

CubeSmart 2 storage units

I am very disappointed in the customer service this company has offered. First, the storage building was owned by another company, before it was sold to Cube Smart. We were never told about the new owners, access codes to the building, and or maintenance of the property. Finally we a got notified about the new owner and the rates, which were a little higher. I decided to rent another unit the exact same size as the other one I had. Completely different payment due dates, and the prices were different.

The location of this cube smart was not in my neighborhood, so getting there by bus was difficult, and often not the safest. I got an email reminding me of payment, which you can make online for a fee, so I did not have to go there.

I stopped getting email or letters in the mail, so I called, after I sent 3 emails to corporate. They connected me to the one where my storage units were, and I spoke to the manager. She told me they tried to contact me, through emails and written letters to inform me they sold my units.

I never received any correspondence, and I am very disappointed with my experience with this company. I will make sure to tell everyone I know about this company, and horrible it is. Look up their BBB rating, D-

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9:44 am EST

CubeSmart Storage unt 8x10 Fort Gratiot mi

Do to this economy i am homeless so I rented a unit October 16 2022. A 8 x 10. 3 months later i get ready to pay my bill and find out it has gone up 60%. I understand that prices are going up do to inflation but 60%. I am a disabled vet on a fixed income, i cant take a hit like this. I am reasonable person, but 60% is theft. Thanks for nothing cube smart. Now i have to move my stuff to a more affordable storage unit. I will be going to every form and review site and pasting and copping this review. This is a perfect example of predatory capitalism. And its companies like this that makes me sorry im a American.

Desired outcome: Keep the rent rate increases in line with reality. 7-8% increase fine but 60%

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Erika Washington
, US
Jan 06, 2023 5:57 pm EST

I wouldn't recommend this storage place to anyone because they are rude, inconsiderate and disrespectful! You can be a little late paying your bill and they will call you early in the morning or at night and leaving a voice-mail for you to call them! I'm like seriously?! I don't have anything else to say to them and they already know my financial situation but they don't care and they won't even take partial payments either, sooooo greedy and unsympathetic!

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2:23 am EST

CubeSmart Climate controlled unit

My name is Kristin Timmons in Shreveport, LA. I had a unit on E. 70th in Shreveport, LA. I have called SEVERAL times with a promise that some type of supervisor would get back with me. Nobody ever has. I paid $170+ for one month of a climate controlled unit. The electricity went out. In Louisiana 100+ degree weather for three weeks. I could not get in to remove my things before my renewal, even though I tried. Because there was no way to get in through the keypad, call anybody, have anybody meet me. Nothing. So I got one free month. Even though I wasn't planning on being there that month. When I was able to gain access to get my things out, there was leather ruined and art sliding off in the frames due to the extreme heat and humidity. I have been asking for a refund for the month that I paid for that was supposed to be climate controlled. There's no way it was climate controlled, because there was no electricity. The office didn't inform anybody that there was no power. In fact, I was told when I went up there one time, that people were only allowed in the building for up to five minutes, and with an employee, because the heat was so dangerous. I was then told that it would be on in three days. Three weeks later it was still out. I need a refund. Yesterday. This was back in August and I still haven't been able to get anybody to talk to me. What's even more disturbing is the lack of communication when it came to to people's belongings. Pharmaceutical reps keep their medication samples there because it is climate controlled. Medications that need to be climate controlled can become damaged or useless. They weren't told, and they probably still don't know about it. Not only that, but people pay for a service because the belongings they store in a climate controlled storage unit, NEED TO BE CLIMATE CONTROLLED. The customer service, communication, and lack of follow up is infuriating, irresponsible, and flat out rude. This was the absolute worst experience I have ever had with anybody in a supposed professional environment. I wonder what all the people who were renting these units would say if they knew they were paying for absolutely nothing for a month, and their belongings could be ruined, damaged, or even dangerous after this. Can somebody PLEASE give me a call back. It's not the regional manager, district manager, and definitely not the site manager as all of these pe-ople have done nothing. That includes zero communication. My number is [protected].

I am also on the board of a nonprofit furniture bank that furnishes homes for those transitioning out of homelessness. Many of the items in my storage unit were going to be donated, but were stained or smelled because of mold and mildew. The nonprofit, Renesting Project, Inc., can't take items that are damaged. So thanks for that as well. Please feel free to reach out to me, and I will be happy to give you the name and number of the President of the Board so she can verify. She was very much present.

Kristin Timmons

Desired outcome: Refund at the very least.

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