CubeSmart

The customer service at the Richmond Hills NY facility is horrible to say the least, for eight days straight I left Messages for Nick, he returns my calls once late at night.
When we finally spoke he was argumentative and sarcastic very unprofessional.
Moreover the lease you sign upon rental is a month to month lease, they use this advantage to hike the unit price upwards to twenty dollars ($20) additional per month.
the explanation being this is what the unit originally cost. Do not rent here!

Moving is one of the most stressful things for most of us to do so when you have a million things to take care of during your move and you are stressed out having someone who is empathic and understands what you're going through makes a world of a difference. I called Cube Smart at 1260 Waters Place in the Bronx with a loads of questions and an urgent need for a storage Angie answered the phone I told her I needed a unit but there was no way I could get there before their office closed Angie was extremely helpful telling me not to worry and assuring me that everything would be ok that she would reserve the unit so that it could be held for me. Angie's personality comes through right over the phone she makes you feel like a best friend who is totally there for you. I can't thank Angie enough for her kind words and caring so much and saving the day and my sanity. Thank you Cube Smart for hiring Angie!

I rented a storage unit with a customer rep over the phone on 7/9/21. I wanted a unit in Brockton, MA with late hours to move my furniture from my 2 bdrm condo into. I am a resident of Brockton but work 9-5 over an hour away. My unit was setup closest to my residence (that I'm leaving) and I was told that it's the size to accommodate a 3 bdrm. I paid my $228.68 and begin my moving process. My movers arrived on Sunday July 19th and swiftly got everything onto their truck. We headed to the facility to find out that they close a 3, It was 2:30. I said okay but we are going to the unit. I lady explained that when the office closes that the storage closes as well ! I was pissed and so angry. She kept asking who opened my account and I said a rep from CubeSmart over the phone. Then she says oh that's why. She then tells me we have to come back cause she to go get her daughter. I ended up paying a $250 overnight fee to the movers along with a complete new arrival and unload set of fees, totally over $900. Pissed is an understatement. The unit is packed to capacity-so much for me getting the size of a 3 bdrm. So many fails occurred with my transaction. I was not given the building with the late hours. I was not given the storage size quoted. Not sure if I'm paying for a 2 or 3 bdrm size unit. I was not told the other facility was down the street with late hours by the female that had to get her daughter. I could have went their since my stuff was still on the damn truck! I would not have cared about losing the $28.65 versus paying out over $900. I already am beyond done with this place and can't wait to get my stuff out. I will shout as loud as I can to everyone in Brockton about how horrible my relationship with them has gone and to NOT place your items with them. The Corporate Office should be ashamed of how new tenants are treated and how their staff needs coaching on how to address a customers needs and listen to what the customer needs are. I am also writing the Better Business Bureau in regards to this shamble.

Wish I could have given a zero for a rating.

First and last experience with this company.
- Cynthia Coleman

Dear [redacted] ***, I am writing in response to complaint # [redacted] Our Customers are very important to us and we make every effort to provide a positive experience to our CustomersWe would like to to extend our sincere apologies to [redacted] for any negative experience he may have experienced at our facilityAfter investigating this matter further, we discovered that [redacted] is listed as a secondary person on the account and was not informed of a resolution already made between CubeSmart and the primary account holder, his motherOur district manager, Sarah R [redacted] , had already been in contact with the Customer prior to [redacted] submitting this complaintAs a a courtesy, MsR [redacted] agreed to waive half of the lien fee [redacted] 's mother accepted the terms.As such, we consider this matter closed.Sincerely,Cuebsmart

Revdex.com:At this time, I have not been contacted by CubeSmart regarding complaint ID [redacted] .Sincerely, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I'm sorry, this still does not add upThe response claims that a "good faith credit" was awarded, however, how could I have found myself both paid up and delinquent on my account? The comment about the 30-day notification window leaves me even more suspicious of malicious intentThis implies that CubeSmart is aware that no notification has been sent and potentially all tenants of the facility may find themselves being fined due to the lack of communicationI find this behaviour unconscionable.In addition to the above, I have attempted to reach the management of the facility through the number provided multiple times during the period in question, each call would result in a "this number is not in service" automated response or a strange ring tone which was not picked upThe result was/is a staff who could not be reached to validate the claims, and no official word from CubeSmart regarding the acquisition other than a delinquency notice.I would like a written guarantee that CubeSmart is not abusing this system by fining an entire population for it's own failure to clearly announce the transitionCertainly this purchase did not take place overnight Regards, [redacted]

RE: Case ID # [redacted] Dear [redacted] ***,The purpose of this letter is to respond to the above Customer complaint We apologize for any difficulties this Customer may have encountered at the Property Please know that we have investigated the claims in the letter and we are not able to see that the Customer was charged any lien fees [redacted] spoke with our District Manager on July and was advised that his storage unit was not in lien status at that time and there was no fee to waiveThe unit was slated to be placed into lien on August and we informed him that as a courtesy we would delay adding the unit into lienUpon review of his account last week, District Manager Sue K [redacted] tried to contact the Customer on August At this time, the lien that was due to be added on August is still on hold and has not been added to the accountThe account is not in lien and their are no fees to be waivedWe welcome the Customer to reach out to the District Manager to discuss the account furtherThank you for your time.Sincerely,Dana J [redacted] Communications and Social Media Associate

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:It does not address the desired outcomes I listed in my initial complaintAs well, Cubesmart was aware of the issue before the unauthorized charges were made and rejected several opportunities to treat the matter with any urgency or disclosure to protect the customerI spent several hours resolving the issue with my banking institution which required blocking Cubesmart from making further charges and reissuing my credit card The credit that Cubesmart is referring to is which represents a half month rental adjustmentIt was a small gesture but not in any way consistent with the inconvenience and preventable financial hardship that I incurred Regards, [redacted] ***

Dear [redacted] ***,I am sending this letter in response to the customer complaint described above Our customers are very important to us and we make every effort to provide a positive experience for our customersWe would like to extend our sincere apologies to MsMcClain for any negative experience she may have suffered at our facility However, all problems and complaints in this matter should be directed to UHaul's complaint line at ###-###-####, option *.Sincerely, CubeSmart

The manager at the Rancheros drive facility, Aliese is the worst example of customer service I have dealt with in all my years!! She took over for the previous one about months agoI asked what happened to, just call her cathy, we were getting fond of her ? and she said cathy was transferred cause she has drug issuesClearly the.most unprofessiomal not to mention, illegal responses she could have givenShe reiterated this to two other tennants alsoThe mgr prior to her ,Madilyn was terminated soon after I filed a complaint over her locking me out of my unit without telling me, Now for months I have had to put up with retaliation for that complaint by AlieseShe has shown me continual disrespect, fabricated scenarios of my van blocking the direct tv trucks and not moving for themI then realize she is dating one of themShe makes me acess only after 6pm!

Revdex.com of Metro Washington DC and Eastern PAAttn: [redacted] RE: ID Number: [redacted] (“Complaint”) Dear [redacted] ***: I am sending this letter in response to the customer Complaint described above Our Customers are very important to us and we make every effort to provide a positive experience to our CustomersWe would like to extend our sincere apologies to [redacted] for any negative experience this customer may have suffered at our facility We have conducted an investigation of this matter and, while we empathize with the Customer, we do not agree that CubeSmart should reimburse the Customer The promotion to which the Customer refers was offered by a moving company partner, and any decision to accept an expired coupon, offer, or promotion is up to that moving company [redacted] took advantage of all applicable promotions from CubeSmart available to him, including use of a free rental truck on move-in, rent discounts and credits when he moved into his space in March of The company disputes that the Customer had or was told he could use additional, expired vouchers offered by another company when he moved out in December of Sincerely, Dana J [redacted] Communications and Social Media AssociateCubeSmart

The people at Cube Smart were very helpful, pleasant, and accommodating when helping us solve our storage problemsWe felt that our goods were secureThe indoor and outdoor premises were always well maintained

Dear [redacted] ***,I am sending this letter in response to the customer complaint described above Our customers are very important to us and we make every effort to provide a positive experience for our customersWe would like to extend our sincere apologies to [redacted] for any negative experience she may have suffered at our facility We have looked into this matter further and our team's daily inspections of locks on units showed that there was a lock on her storage unit, ***, through February 11, 2017, when the autopay went throughWe value [redacted] ***'s patronage and as a courtesy we have applied the credit for that last month's rent on unit [redacted] ($71) to her other storage unit at this location, unit ***.Our District Manager, Duane S***, has attempted to reach out to her to discuss the matter and has yet to receive a return phone callIf [redacted] has any questions or requires any additional information,she should reach out to District Manager S [redacted] or our store team.Sincerely,CubeSmart

Revdex.com Metro Washington DC & Eastern Pennsylvania Attn: [redacted] RE: Case No: [redacted] Dear [redacted] ***: I am sending this letter in response to the Customer Complaint described above Our Customers are very important to us and we make every effort to address and resolve our Customer’s claims and concerns.We empathize with the Customer for any negative experience she may have encountered, and our teammates have worked with [redacted] to resolve her insurance claimAs a courtesy, we contacted The [redacted] Insurance Company to request that they honor the Customer’s claim and they have agreed to do so The customer should continue to work with our store teammates throughout the claims process.As such, CubeSmart considers this matter closedWe sincerely hope that this experience will not impede her future business with our company and we apologize for any inconvenience she may have incurred If you have any questions or require any additional information, please do not hesitate to contact me Sincerely, Dana J [redacted] Communications & Social Media Associate CubeSmart Direct Dial: ###-###-#### www.cubesmart.com | Email Account: [redacted] @cubesmart.com

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I just find it amazing that nothing was received via the mail advising of a $increase Should Milt want to issue a credit that is fine However CubeSmart is still unethical and due to their business practices I can not ever recommend them to anyone Regards, [redacted]

Cubesmart recently acquired a local storage facility in Sturbridge, MA Notified the company that I was vacating the premises several weeks before the end of the month and was informed of the procedure to vacate Left doors wide open and was broom swept cleanTook photos of the unit with the doors openCubesmart automatically deducted next month's rent from my credit card (I never actually gave Cubesmart written authorization to charge my credit card - papers had been sent previously but I never signed and returned them) When I called Cubesmart to remove the charge I thought that it might have been an oversight and Cubemsart was graciously going to remove the charge, the Company said that I did not notify them in time (by the 29th) that I was vacating and therefore another month rent was due They said they had no record of my conversation with the Company (this was dumb because the rep even set up my online account over the phone and gave me a dummy password) My credit card company immediately reversed the charge and said the they have seen a lot of disputes with Cubesmart regarding credit card charges

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is sufficient, though not satisfactory to me I lost a the day I had set aside for move in, and then lost a day of vacation I was supposed to be away so that I could move my belongings into another facility owned by CubeSmartThis could only have been made satisfactory if my complaint ended up changing the way the company handles customer service, complaints and the contact process, and I was give some sort of compensation, even in the form of a discount, but none was offeredIt should not take an entire day to have someone that can correct an issue take control of a situationSomeone on the property who has the title of manager, should have enough tools at his own disposal to correct an error made by it's website and make it rightThe general response of both on site personnel and telephone customer service should not be, "unfortunately there is nothing I can do to help you." The manager onsite was only willing to call the district manager on the following Tuesday, three days later, and telephone customer service could only send an email to the district manager, without any guarantee of a responseCustomer service also make no record or notes related to the call, no case number, no call backsNo one seems to have any ability to take ownership of an issue and make correctionsI have moved into another CubeSmart location, necessitating my moving everything I had from one remote location to anotherThe whole debacle made for a great loss of time and energy, I received no special discount or refund to make up for errors created by CubeSmart through website technical issues or the attitudes and abilities of its employees or for the huge amount of time I spent trying to right the situation myselfAll I ever received was a verbal apology from the district manager, and an assurance that he would look into the situation, which does not make up for how much I was put outI also received an apology from the Site Manager, and only because I asked for oneI am currnetly satisfied with my storage at the CubeSmart facility, but I wold never recommend them to another customerCustomer service is abysmal and ineffective Regards, [redacted]

January 11, Revdex.com serving Metro W [redacted] DC & Eastern Pennsylvania Attn: [redacted] RE: Case #: [redacted] Dear [redacted] ***: I am sending this letter in response to the Customer Complaint described above Our Customers are very important to us and we make every effort to provide a positive experience to our CustomersWe would like to extend our sincere apologies to [redacted] for any negative experience she may have suffered at our facility Please know that we have investigated the claims in the letter and have reached out to the Customer via phone to explain the lease agreement CubeSmart was maintaining an existing contract that was made prior to CubeSmart managementWe dispute the claims in the complaint as they relate to the terms of the rental agreement as stated by [redacted] However, we do recognize that the Customer experienced confusion and had the Customer been in contact with our team sooner, this could have been alleviated As a courtesy, our District Manager, Eric W [redacted] , can help to further address the issue and work with the Customer to credit her account in the amount of $– the amount she requested in her complaint We welcome the Customer to reach out to return Mr W [redacted] so that this matter may be closed Thank you for your timePlease do not hesitate to contact me with any questions or concerns Sincerely, Dana J [redacted]

[redacted] I am sending this letter in response to the customer complaint described above Our customers are very important to us and we make every effort to provide a positive experience for our customers We would like to extend our sincere apologies to [redacted] for any negative experience he may have suffered at our facility We understand our District Manager [redacted] *** has been in direct contact with [redacted] about this issue and they have come to a resolution that is satisfactory to [redacted] .We apologize for any inconvenience he may have enduredSincerely,CubeSmart

RE: Complaint ID: [redacted] Dear Ms***:I am sending this letter in response to the customer complaint described above Our customers are very important to us and we make every effort to provide a positive experience for our customers We would like to extend our sincere apologies to [redacted] for any negative experience he may have suffered at our facilityOur team took a deeper dive into this issue and found that a payment he made had been credited to the wrong accountWe have spoken with [redacted] about the issue and the two late fees and the auction fee have been waivedThe correction has been made on his accountWe understand [redacted] is happy with the resolution.Sincerely,CubeSmart