CubeSmart
Reviews and Complaints

My Daughter rented a storage unit ( mid July 2018) in the controlled environment building while she looked for a house to buy. Early Aug when we went to check on her storage we saw a roach in the hall.
At first it was just one. We went back the next weekend (August 19, 2018) and roaches were crawling everywhere. We tried calling Cube Smart and it was the customer service line. So, we left a message to the onsite office about the bugs. The next time we went back, there were roach traps everywhere, and roaches on the walls, the floors, and smaller tiny roaches aswell.
We complained directly to a manager. They gave us a outdoor unit (August 26, 2018) However, trying to transfer things have been a complete nightmare. We have to put all items on the ground and go through them in the hot sun box by box, tub by tub. We have had to do this on multiple accounts including the weekends, evenings, and holidays and we are still doing it. Seeing as we now have the new house, we're afraid to move out stuff to the new house. Our couch and mattress are probably infested not to mention the microwave, air conditioner, DVD player, vacuum, coats, books, hair dryer, our pillows. It's a friendship breaker for sure!
Friends can't help us cause they fear taking the roaches to their homes. So it's just me and my daughter doing it. To add to the horrible situation, she had surgery on August 20th, 2018 on her chest and has 15 stitches, meaning she's even more limited, based off doctor's orders. And she has to go in for another operation asap again before she heals all the way. This is a complete nightmare!
The district manager offered to pay for or reimburse cleaning cost of the furniture. But how do you clean a box spring? Smh. And it would have to be cleaned on site at the storage unit. We have thrown away some things. We just cant trust (Vacuum, Pillows, Chair, Stuffed animals etc). At this point we want the couch and bed fully replaced. And we dont want to pay for the storage anymore we just want the time to be able to go through our stuff carefully and transfer it over to the new unit BEFORE transferring it to the new house. My daughter talked to the district Manager who informed her that the roaches are from the wooded area behind the building and they are called wood roaches. She said they have had a problem before with them and Rose pest control had been treeting the building. The district manager (Sara) did make it to Kalamazoo, MI today ( 9/6/18) but of course she was gone by the time my daughter and I got there. This incident is very devastating and has totally ruined the happiness my daughter should be feeling after purchasing a new home. She has no furniture and no money to replace these things right away. CubeSmart failed to disclose their bug problem. She would have never rented from CubeSmart had she or we known. The building needs to be torn down! The wooded area needs to be treated or burned as well.
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Attatched are pics

Management in huntersville nc is very horrible. First I must say days prior she ran my debt card without authorization for the second month in a row then blame it on the employees. I then put an stop payment on the second unauthorized transaction. I went to CubeSmart on the first to get my things in which she had a lock on my storage after I told her I would get my things on the first. I then had to pay $136.16 for 7 days in order to get my things after we had an verbal agreement to get my things on the first. Every time I brought an problem to her attention she would blame the employees when the truth be told she didnt know what she was doing and full of crap. I would recommend no one to the huntersville location and deal with this lady she know who she is. Go to the Cornelius location maybe they have better management.

My kids mother Jessie Herman is using y'all service in huntersville, nc. Cube smart is continuing to use my atm card to pay her bill after the manger told me for the second time in a row that they have stop the automatic pay. My account is in the whole because of this action once again. Keep in mind the pay was only supposed to be a one time payment. Thank you Elijah Drayton.

This is a copy of the letter sent to GM after recieiving a lein notice on my unit, which was burglarized.

Kim,
After my unit, was compromised and my electronics etc were taken, followed by the bogus crap reason why my claim wouldn't be paid... Without any attempt, by your office to find my property, show some effort of actively trying to find out how my unit was entered what about security footage? You claim to have it, review surveillance video, see if we could identify the people, or a vehicle license plate, but as you stated it would be an awful lot of video to sift through. Obviously you weren't up for it. Furthermore you never told me to get a police report when you gave me the insurance information.. Nothing, just call this number so they can tell me its not covered.. When some where on your supposed recorded surveillance video, is a clip with my belongings exiting the building. It didn't just walk out.

Furthermore...
You impose the insurance fee on renters, which insurance should be at your own risk. There is no protection there, its ridiculous.. To pay $13 for what? I received nothing. It should be at the renters discretion whether insurance is purchased.. & yes, I could have carried my business elsewhere., but that is beside the point. The facility is not secure... I will express my thoughts and hope noone else needs help via surveillance camera, that obviously serve no purpose, as my belongings went out the door. Because there again, you implied you were not going to watch the video for a length of time to see who was in my storage, and who took over $2500 - $3000 worth of electronics.. I mean a 55" thin samsung 3d smart tv, sound bars solo drone etc poof gone..in your care... Who knows, but the lack of concern or compassion shows...

When you cant follow up with an email. A letter to say hey we truly are sorry for your loss, sorry you cant recover your [censor] because you dont have any forced entry marks on your unit. But you, cube smart has the audacity to send me a notice my cube is in lein...?

Please note... That I was finished with it, the weekend following the theft, and the insurance lmk its not covered.. It was not understood that I was not interested in keeping the unit, it was compromised, and I still dont understand how.. With your secure facility.. And cameras everywhere.
You surely could not think you provided good service...

I know you never looked at any tape or otherwise.. Knowing perfectly well, there is nothing you or anyone is going to do that my require effort. By all means you are sitting on your seat most of the day.. Doing what?

This is a clear act of theft, and its completely ignored. I am not filling out paperwork, wasting my time. When you could easily in a few days find some kind of lead, that I could very well contact the authorities with some direction. I am merely giving a clear vision of my unfortunate experience having to deal with filing a claim. If I save someone else the drama of losing valuable large items, that cannot be hidden in a pocket walking out... Even one person. To atleast be aware of insurance. Then it will be worth it... You are the manager and are somewhat responsible for trying to find my property, atleast make me feel like you were shocked, or cared.. You knew too bad so sad... You were too busy counting boxes, I guess, to look for evidence... Which is pathetic..
I will let the consumer know, it will be in your best interest to beat up your units door, before notifying the manager. Maybe not, she may be able to watch the surveillance videos then... But atleast they may watch long enough to see who got in your area and stole your property...

CC: General Manager Kim
Cube Smart corporate offfice
BBB
Every where I can I post...

Have had my unit for 15 years never had a problem until cubesmart bought them. Was set up for auto pay but when cubesmart took over everything changed.
I was told I had to call every month to make payments unless I wanted to pay 1 month in advance. Why should I pay in advance a non-refundable payment when I am not sure when I may leave. If I pay a month in advance and leave at the end of this month I have paid for a month I will not use seeing as the month in advance is not refundable.
Then the biggest scam of all. I was told that I have to give them 5.00 fee each month to pay my bill with a credit card over the phone. So I said ok I will come down in person each month and give you a check. Was told no you can not pay at the storage site office it has to be either one month in advance or pay 5.00 fee each month to pay over the phone. I should have called the attorney general office right there and then rather than letting then scam me out of 5.00 a month.
After 6 months of this I was ready to go else where and stopped by the on site office to find out the process to leave. I happened to get a nice lady that was shocked that I was told I could not make a payment in the onsite office and could not be set up for auto pay without any 1 month payment in advance. She was such a nice lady and very good at her job and got the whole thing settles in about 10 minutes time so I stay with time. Really to bad she left the job a few months later as she was the only one who seemed to be able and willing to do her job,
So for 6 months I was scammed out of 5.00 a month for a fee I did not need to pay due to being lied to.
The next scam came this Feb 2018.
In Jan 2018 my credit card was stolen. So I had to get a replacement and then number that was on file with cubesmart was now shut down.
I call cubesmart with the new card number (spoke to a young girl) was told ok I got it your payment went trough. I asked specifically if it went through as I had not used the card yet (had only had the card for about 10 minutes when I called cubesmart) and wanted to make sure there was not any problems with the card.
A week later I get an email saying I have been locked out because I did not pay my bill. I called spoke to the so called manager Jasmine who told me that I did indeed update my card but I never paid my bill. The young girl I spoke to and had assured me my payment went through the week before lied to me.
So Jasmine puts the payment through and charges me a late fee.
So once again I am being scammed out of money due to cubesmart personnel lying to me.
When I explained to Jasmine I want the late fee refunded I was told then only way to do that is for them to send me a check in about 60 days for the total amount of rent plus the late fee a total of 164.00 but to do this they would have to charge me a second time for my rent. So for the month of Feb 2018 I have to pay then 318.00 then wait 2 months so I can get back 164.00. Just so I can get the late fee of 10.00 refunded. Once again due to the lies and shady practices of the cubsmart employees I can either get scammed out of 10.00 or give them an extra 154.00 and hope and pray in months they did not lie and actually return my money. So lets see risk and extra 154.00 for the sake of 10.00 on company that has a record of lying over and over to me or let them scam yet an other 10.00 out of me.
Now why (and I asked this as well but could not get a straight answer) I can not just have a credit to my credit card for the 10.00 late free I never should have gotten charged in the first place could not be done I still can not understand.
According to Jasmine that can not be done she can not credit just the 10.00. When I asked to speak to her manager and informed me she is the manager.
I worked in accounts payable and receivable for years and retail before that. It is 100% doable to put a refund on a credit card for an over change amount. I also new my job and did it and had I lied to people like I have been by some at cubesmart personnel I would have been fired faster than you can blink an eye.
In the last 2 year I feel I have been stolen from over and over 5.00 here and 10.00 there but stolen from all the same. Cubesmart whether knowingly or by having untrained incompetent help that is unsupervised has scammed me out of money more than once.
I also want to I have gotten 4 phone calls form so called Jasmines bosses after I put a complaint on social media and have been told I would get a credit in my rent next month and that they do not have shady business practices as I have option to avoid extra fees. So it is my fault not that I was lied to that I get scammed out of money. They are justified in giving wrong information so that you pay fees you really do not need to be paying. They are justified in lying to customers about putting payment through and then charging late fees.

I totally moved out on Sept. 26th, and my rent is from the 11th of each month.

I was told by the local person inSouthold, NY that Corporate handled all refunds.

I called corporate and they said the local office handles all refunds. Then proceeded to quote some policy about refundint that CANNOT be found on their site.

DO NOT use this storage company, there are many beeter ones with flexible policies. PLUS they are rude and could care less about their customers.