CubeSmart

BEWARE! I experienced a THEFT at my Cubesmart storage unit in Norcross, GA. The lock was not breached or broken, the perpetrators entered through the space between the walls and the ceiling. They took all 3 TVs and damaged some of the goods in the attempt. The Cubesmart team said to report to my insurance, yet their assertion of SAFE and SECURE and 24 hr. surveillance seemed to be a marketing slogan. The only people with access to the unit next to mine were the temporary tenant and the employees at Cubesmart, presumably, as the building wasn't broken into. Quite a little business opportunity.... steal and then have my insurance company pay for it.

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

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 clean. Took photos of the unit with the doors open. Cubesmart 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.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 up. The 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 intent. This 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 communication. I 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 up. The 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 transition. Certainly this purchase did not take place overnight. 
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 address and resolve our customer’s claims and concerns. We empathize with [redacted] for any negative experience he may have...

encountered; however, after further investigation into this matter we understand that [redacted] was asked to vacate due to threatening comments he made to a teammate at the store.Our District Manager was there to oversee his vacate on October 21, 2016. His paid through date was November 14, 2016. The District Manager let him know that the rent for that period would be refunded to him via check. The check was issued to him and cashed (see attached). On January 8, 2017, we were informed that he wanted his $100.00 refund. The District Manager called the phone number in the case file that was supplied by [redacted]. It is not his phone number. The lady who answered the phone said that she has received other calls asking for [redacted]. The amount refunded in the check reflected in the attached is the retained amount of rent, tax, and insurance. As such, we consider this matter closed.Sincerely,CubeSmart

Dear [redacted],I apologize for the delay in response. I was out of the office for the holidays and have just returned. 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 customers.  We would like to extend our sincere apologies to [redacted] for any negative experience she may have suffered at our facility.  We have conducted an investigation of this matter and our records show that our team, including District Manager Jim R[redacted], have made several attempts to phone [redacted], but when reaching out there is no answer to our phone calls and her voicemail is full and we are unable to leave message. Attempts were made on December 1, 5, 6 and 20. [redacted] closed her account on December 6.We are happy to assist in her claim to [redacted] Insurance Company, but cannot help if we cannot get in touch with her.Sincerely,Dana T[redacted]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 issue and clarify any confusion that may have arisen during interaction with our teammates. We are pleased to be able to offer the Customer a partial refund of rental fees for the inconvenience she experienced. As such, CubeSmart considers this matter closed. We
sincerely hope that this experience will not impede her future business with
our company.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: [redacted]
www.cubesmart.com | Email Account:  [redacted]@cubesmart.com

See Attached:

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 CubeSmart. This 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 offered. It should not take an entire day to have someone that can correct an issue take control of a situation. Someone 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 right. The 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 response. Customer service also make no record or notes related to the call, no case number, no call backs. No one seems to have any ability to take ownership of an issue and make corrections. I have moved into another CubeSmart location, necessitating my moving everything I had from one remote location to another. The 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 myself. All 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 out. I also received an apology from the Site Manager, and only because I asked for one. I am currnetly satisfied with my storage at the CubeSmart facility, but I wold never recommend them to another customer. Customer service is abysmal and ineffective.
Regards,
[redacted]

As stated in our previous response, we are happy to help with the customer's claim to the insurance company, but we cannot do so if we are unable to reach her. If there is another phone number that we can use to speak with her, we are more than happy to use that number, but we will need to know it.

Then, I would like to be reimbursed for my deductible of $1000 at least.
Thank You
[redacted]

The manager at the Rancheros drive facility, Aliese is the worst example of customer service I have dealt with in all my 54 years!!
She took over for the previous one about 6 months ago. I asked what happened to, just call her cathy, we were getting fond of her ? and she said cathy was transferred cause she has drug issues. Clearly the.most unprofessiomal
not to mention, illegal
responses she could have given. She reiterated this to two other tennants also.
The 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 6 months I have had to put up with retaliation for that complaint by Aliese. She has shown me continual disrespect, fabricated scenarios of my van blocking the direct tv trucks and not moving for them. I then realize she is dating one of them. She makes me acess only after 6pm!

Revdex.com of Metro Washington DC
& Eastern Pennsylvania...


Attn: [redacted]
1411 K Street NW, 10th
Floor
Washington, DC 2005
Complaint ID:  [redacted]
We are in the process of investigating the above complaint and will respond once our investigation is complete.  Our Customers are very important
to us and we make every effort to address and resolve our Customer’s claims and
concerns.  While we empathize with the
Customer for any negative experience he may have encountered, our teammates at
the store have worked with [redacted] on several occasions to help him
manage his account and as a one time courtesy the administrative lien fee was waived.
CubeSmart is accredited with the Revdex.com, but only in the Metro Washington and Eastern Pennsylvania areas.  Additionally, CubeSmart provides a restroom as a courtesy to our customers during regular operating hours at the facility. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Sincerely,
Suzanne
*. S[redacted], RP
Paralegal
CubeSmart
www.cubesmart.com | Email Account:  ss[redacted]@cubesmart.com

This company is nothing but a bunch of thieves! I am mortified by what they have done.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 complaint. As 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 customer. I 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 65.00 which represents a half month rental adjustment. It was a small gesture but not in any way consistent with the inconvenience and preventable financial hardship that I incurred. 
Regards,
[redacted]

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

[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 $40 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]

To whom it may concern,I am writing 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 would like to extend our sincere apologies to Ms. McClease for any...

negative experience she may have suffered at our facility. We have been in touch with Mrs. [redacted] about this issue and confirmed that Mrs. [redacted]'s account was charged multiple times in error. Mrs. [redacted] confirmed that funds were credited back to her account on Wednesday, Nov 16. As a courtesy and to accoutn for any distress this error may have caused, a credit was applied to her account as a gesture of good faith in customer service. All customers whose accounts were affected were notified of the issue and credited back the money charged in error. As such, we condieer thsi matter closed.Sincerely,CubeSmart

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Though it is true that CubeSmart did rescind the extortionate "late fee" they attempted to charge me, they have not repudiated the practice itself; in fact the CubeSmart rep with whom I spoke when we resolved my case actively defended the practice of charging enormous "late fees" of something like 80% to their customers for being late on their rent payments.  That, in my view, is nothing short of piracy; and is a particularly repulsive business practice as it targets the poorest members of our society as well as elderly folks who can't afford the doubling of their storage fees and who, as a result, have their most cherished property stolen by the very people whom they entrusted to secure it, via the storage industry's notorious "treasure hunt" auctions.  This practice of offering desperate people such things as a "first month free" piece of cheese and then accelerating the time limit before an auction is held proves to me quite conclusively that the storage companies are quite consciously and deliberately setting a trap for the unwary, unemployed and poor citizens who will be unable to pay the extraordinarily high "late fees" they get blindsided by and who will therefore become unwilling victims of the industry's piratical "treasure hunt" auctions.   There is no doubt that the very next time that I am unable to pay my storage fees on time, CubeSmart will once again hold my property hostage, and will once again demand a ransom payment far above and beyond what I agreed to pay them to store my property.  So I can not accept their "settlement" of the issue, as nothing at all has been settled.  They need to abandon this execrable practice of robbing the poor once and for all; renounce the practice publicly and change their rental contracts with all their current and future customers to reflect this change in order for me to consider the matter settled. As a last comment: why on Earth does the Revdex.com take a complaint lodged in [redacted], IL and farm it out to a region 900 miles away?  Has the midwest become such a national backwater that what happens in [redacted] must not stay in [redacted], but must be sent a thousand miles away in order to be adjudicated?  Your practice of handling cases this way leaves the public with the mistaken impression that the local businesses complained of have a clean Revdex.com record and no complaints at all; this, too, smacks of a deceptive business practice.  The Revdex.com is supposed to expose the venality of unscrupulous businesses so the public can make an informed decision as to whether or not they should patronize a local business; the way you handle these cases you are covering up for the local affiliates of national chains like CubeSmart and are misleading the public.  Instead of allowing us to warn our fellow citizens about the foul business practices of local affiliates of the CubeSmart chain, you block our attempts to do so and place the onus solely on the chain's corporate headquarters.  What are the citizens to make of this deceptive practice the Revdex.com itself engages in?
Sincerely,
[redacted]

My experience with cubesmart has been amazing store 791 in Gilbert az (2414) ?? , William, the store Manager is of great character, and his staff is absolutely amazing, they are courtesy, kind , and friendly. Also they are a toys for tots location! The whole staff is super sweet, I'm glade I choose them??