CubeSmart

I have been a customer of CubeSmart before the name change. I have always had a great relationship with the staff and managers. It wasn't until Mr. Eric Washington, came on board that the level of professionalism went to the toilets. In 2015, I was given horrible news that would change my finances tremendously, ultimately leading to the passing of my beloved husband of 30 years. I had to move my family to another state and pay dual mortgages/rent in order to gain treatment for my husband. As the only person working, you can only imagine the financial strain this caused our family of four. Because of this, it caused me to become late and often going into auction status for both of my storages, yes, I had two of them. I have begged and pleaded with this unruly person and have somehow been able to make payments for two years now. Sadly, in late November, my husband went to his final resting place, unknowingly to myself and this caused not only grief but a more financial strain on myself. I called with the hopes that Mr. Washington would have some human morality or compassion to my situation, as I am not looking for a handout, or looking to get special treatment, I just only wanted a little time, six (6) days (payday) to make my payment. Again, this was out of the question for him as I was bluntly and coldheartedly told to pay 500.00 and vacate or pay the bill. I was never so shocked as this callous person could be so rude. I am not his family member and I didn't expect him to hold my hand but I think during this sensitive time and matter, that he could've stood tall in his role and been a little more thoughtful. Actually, paying 500.00 then renting a truck and hiring movers would be more than what it cost to stay, so I opted to stay put. I have young children, and they aren't able to work and assist me financially, nor can they or I move out with a little less than 7 days to do so. Besides it's -10 degrees outside. I only asked for a little more time, I didn't want any discounts, fees removed, nothing but 6 days to my payday to pay it. Not only was he very nonchalant, he had the audacity to cut me off, yelling as usual while I tried to explain to him my situation. He went over my file, I explained to him in 2015 why it was late, CANCER and its treatments/medication is not cheap. I had to pay dual residences, travel, etc. out of one paycheck. WHERE has MORALS GONE?!?!? However, I am not sure what can be done or said at this point, I just wanted your company to know what kind of jerk Mr. Washington is and has been for years now. After I get past this hurdle in my life, I surely will NEVER EVER rent from another CubeSmart Again. I will pass this horrendous selfless act of rudeness to my family, friends, and co-workers along with filing a claim with the Revdex.com. This should not be allowed and surely handled more professionally. I have Rat feces, mold, dust, dirt, all kinds of foolishness happening in both storages, with no resolve to date. SMH, the nerve!

Review: I have had multiple storage at this facility and my last 2 have come up with issues.on my second storage when the rent for the storage was due and they clipped my lock they contacted me immediately and I had it paid but upon arriving to my storage to add a new lock I checked my storage and had discovered several items missing from that said storage.I blew it off thinking that person might have needed the items and closed that storage and opened a new one.I kept payment on my new storage until I had a few moments where I couldn't payi spoke to a representative at that storage on the [redacted] of august that I will pay my bill that Friday and she said alright and did not notify me on any lien or any problems.I also never received any mails from them in my mailbox of any issues regarding my storage.I received an email stating there was a lien on my storage starting the [redacted] and I had not received any notification on this till the [redacted] when they suddenly called and said my storage is empty and everything had been sold. as I was going through the documents I discovered not only was my payment only 2 months behind but their policy states that they hold my storage 30 days from the start of the lien so I can pay them the owed amount back.I spoke to a manager on the [redacted] and he advised me that he will contact the one who purchased the storage to get the items back.I recently received a call from the said manager stating the person he sold it to sold almost everything in a day and for me to speak to a supervisor.I would like this matter investigated as I feel they did not follow their own procedures in contacting me or holding onto my storage for the amount of time their own documents state.Desired Settlement: I would like the items returned to me or replaced

Review: Due to financial reasons, I fell behind on my payment for storage in September 2015, however was in touch with the storage unit. The next month when trying to pay my bill online, I was not able to, Cubesmart does not allow you to pay online when your account is past 30 day.

I tried calling into the store and left several messages. I attempted to make a payment over the phone however the store was very busy and could not take my payment. I spoke to storage unit several times after regarding setting up a payment plan as I could not make the full payment of the storage at that time.

I received an email in November [redacted] regarding possibility of auction and responded immediately. I requested to do partial payments in order to stop the auction but was informed they could not accept partial payments. I spoke to store manager asking for district manager to call me to resolve this. On December [redacted] my storage unit with all my belongings were auctioned off. I was never provided

with no information on the sale, no 10 day notice, nor any chance to stop my things from being auctioned. I was never notified. I learned through contacting Cubesmart myself. I was not given the chance to stop the auction.

In addition confidential and personal information was in this storage unit including the following:

Social security cards and birth certificates

ID cards

Tax filings for personal and business

credit and debit cards

personal picturesDesired Settlement: I would like Revdex.com to assist me in getting back my personal items that were auctioned off that holds confidential information including the following:

Social security guards of my daughter and I

Birth certificates

Tax fillings

Credit cards

Debit cards

personal journals

Personal family pictures

Review: I rented a storage unit with Cube smart on or around June of 2014. I kept my belongings in storage for approximately 6 months and time and time I would go to the unit to drop off or pick up any of my items. On November [redacted] 2014 I went to my unit to drop off a box and I noticed one of my items looked as if it were chewed off. It was a foam box with 3 glass decoration cups in it. I then noticed a trail of foam leading to the other side of the unit. To my surprise, I was appaulled to find my items infested with rat feces. I stormed out of my storage unit and reported this incident to the [redacted] and she stated " I understand your upset, I will have someone come up and clean it up". While I was waiting for her retorichal way of handling this situation by calling someone to "clean it up", she handed me a panphlet and told me to call the insurance company to report any damages. I immediately after that made arrangements to have my items removed from this rat infested storage place. When I was checking out all my items on Dec [redacted] I was told by another [redacted] I was not entitled to any monies returned to me for checking out before payment date. I was scheduled to make payment for the month of Dec on Dec.** 2014. She then handed me my receipt and didn't even apologize to me for the damages I encountered with this business. I had to spend $129.00 for [redacted] to have all my items removed, I also was in obligation to throw alot of my stuff out in which I have photos and video of what I had to throw out because of the damages and didn't even get an apology. I think this place has poor customer service and am seeking compensation for additional damages not covered by insuranceDesired Settlement: I would like a refund of $69.00 the cost left on my bill for checking out early, and the cost for having to take my property out of Cube Smart of $129.00

and an apology

Consumer

Response:

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

Business

Response:

CubeSmart at [redacted] has a weekly contract with an exterminator who services the facility to avoid any of these issues. As per the lease agreement Customer signed, we do not prorate any rent. If a Customers rent is due on November [redacted] of the month and they decide to vacate on December [redacted], we do not prorate any paid rent for the days of that month. It is a month to month lease. Also, we offer a truck on site free for move ins and a fee of $39 for existing Customers who are looking to move out. If it had been brought to our attention that the Customer was vacating and in need of a truck we would've definitely offered our truck service.Thanks,[redacted]

Review: If you do not have "Renter's Insurance" or personal property coverage, you are required to take the Insurance that the storage facility offers. This insurance is through Great American Insurance. The Claims Adjuster's contact information:J. [redacted]Alternative Markets Division Great American Insurance Cincinnati, Ohioj[redacted]@gaic.comPhone: 513-412-4308Fax: 513-768-5136I had a 47 inch plasma Tv,Vizio Sound Bar, Sub Wolfer and my metal dolly stolen (Which whom ever took the items rolled them out with this) on 6/25/14. I submitted all of the information to the storage unit for them to investigate. I also contacted the Police and made an initial report on 6/27/14 when I discovered the items had been taken.Although the lock didn't look as if it had been picked, it was evident by the silent alarm that went off on my storage unit from 3:30 p.m. and closed back again at 3:41 p.m. on a day that I was not present at the storage facility that someone gained access to my unit. When removing items from the unit to investigate further, a cologne smell appeared on my mattress and my clothes that were hanging inside the storage unit. This was an unfamiliar scent. Investigating further myself, I peared into the storage unit located directly next to mine, to find that same exact smell. I took a picture of that unit on 6/27/14. After taking the picture, I believe that someone is living in that unit. It appeared so because of the mattress, pillows and blanket made up as if someone was sleeping in it. There were also water bottels as well as a cowboy hat.The following day, I took another picture and the items had been moved. Moved as if someone had slept on the bed that evening. I reported this information to the storage unit as well as the Vista Sheriff's Department. I submitted the requested documentation to the Insurance company as requested. Today, I was notified because there is no sign of forced entry, Great American Insurance company will not be paying the claim.Desired Settlement: I want Cubesmart to replace or give me the value of the items that were stolen from my unit. I was forced to take this insurance at the time I rented the unit and these details were not explained to me at the time of rental. No one went over the Insurance in detail with me or explained the "Fine Print" to me. I feel that paying $12 per month should ensure that my things are safe. In the event that they are not, they should be replaced. I am now out my personal belongings and the money it cost.

Business

Response:

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 Ms. Tomson for any negative experience she may have

suffered at our facility. We have conducted an initial investigation of this matter and, while we empathize with the

Customer, we do not agree that CubeSmart should reimburse the customer.

CubeSmart requires that its customers obtain and maintain insurance for their stored items, customers are

not required to obtain the insurance or protection plan offered at CubeSmart's storage facilities. Alternatively,

customers may obtain insurance through their homeowners, rental insurance, or other policies, and it is up to the

customer to determine whether the applicable insurance policy or protection plan is adequate for its needs.

Our investigation into this matter shows that the customer did submit and insurance claim to the Great

American Insurance Company, however, there was no indication of forced entry and no evidence of a damaged lock

and therefore denied the customer's claim.

Please do not hesitate to contact me with any questions or concerns.

Sincerely,

Suzanne Hoffman Sarver, RP

Paralegal

CubeSmart

Direct Dial: 610.535.5441

Fax: (610) 535-5729

Email Account: [redacted]@cubesmart.com

cc: [redacted], Esq.

Customer Storage Space

Review: I rent a storage at CUBESMART in sant ana cal I have been robbed 3 times this company will not do anything to help you they just question you making you see like a lier.I cal police made a report and cube smart manager [redacted] just dsnt care about what happend she has been rude all this months I rent there CUBESMART never informe that they dont have security camaras on secon floorwere my storage is sooo bacicly [redacted] said im lieying about rebbery.soo I need every one to know what type of bussines they are if you get robbed they not going to help you.Desired Settlement: I need all the property that is was taken from my storage to be replace dont want money need my stuff back they were stuff inreplasablethat only meant alot to me need a call from general manager of cubesmart I have call them coorporate 2 times they said they will call me back and I have never recived a call back from them I will take this people to small claims cuz they never informe about no security camaras on second floor.my cell # [redacted]

Business

Response:

February 17, 2014

RE: Revdex.com Case No. [redacted]

Complainant: [redacted]

Dear Ms. [redacted]:

We are in contact with Mr. [redacted] and his claim has been reported to his insurance carrier, Great American Insurance, for claim handling. Mr. [redacted]’s claim and adjuster contact information is as follows:

Adjuster: [redacted], Claim Assistant

Adjuster Contact: Email: [redacted]@gaic.com

Tele: [redacted]

Fax: [redacted]

Please do not hesitate to contact me directly at (610) 293-5780 should you wish to discuss.

Sincerely,

[redacted] J. [redacted]

Senior Paralegal

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: I rented and kept a 10x15 storage unit on 08/01/2010 to store my household and clothing items from a 2 bedroom apartment and had no problem until 08/17/2013. On that date my wife and I were getting things for our daughter to move to an apartment for college. First we noticed the smell then we saw the mold. When I brought this to the attention of management and questioned how this might have happened I was at first ignored, then spoken to in a disrespectful and condescending manner and then told my contract would not be renewed and I had eleven (11) days to remove my belongings. After that I'm told to only be there during "office hours" or the Police will be called and I'll be charged with trespassing. General Mgr. [redacted], and Mgr. [redacted] have made theCubeSmart company look very stupid with their unprofessional, and underhanded mistreatment of my wife, myself, and this entire situation. Not once did either of them ask to see the unit, or what was damaged. Their solution was simply to tell me to vacate, pack up and be gone. I would have to talk to the insurance company about my damaged possessions. It seems that their only concern is raising the amount of the monthly payment, which I can understand as long as I see improvement. But to raise the price just,as I was told ,"to keep up with the Jones's" is highly improper. If this is the Standard Operating Procedure for CubeSmart it is flawed and unfair. And I should not have to stand on the sidewalk in front of of this place with a sign stating as much to the public and others who are unaware of the mistreatment they will be blindsided by.Desired Settlement: I would appreciate four (4) things; 1.An Apology 2. An Explanation 3. A Refund 4. A Reprimand if not job loss, pay cut or something that shows someone is being responsible minded.That is how I would like this matter resolved, nothing less.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9729282, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

---------- Forwarded message ----------

From: [redacted]

Date: Mon, Oct 21, 2013 at 11:39 AM

Subject: Resolving of ID 9729282

To: [email protected]

I would like to thank [redacted] and the Revdex.com for their assistance. CubeSmart has refunded to me $69.00 as their way of saying you're welcome, we're done, the end. Although I am not pleased with this outcome I shall accept it and move on.

Semper Fi

*. [redacted]

Regards,

Review: First, rate was increased by $5 per month without written notification of the change. Secondly, my storage unit was robbed while I was deployed to Afghanistan. I lost everything and Cube Smart did not have any video footage of the burglary, because the camera that was down that aisle was broken. Cube Smart did nothing but state "That sucks, call the Police". Their facility gave a false sense of security for a service member while deployed and I lost everything as well as my identity. In October of 2012, when I was notified of credit card fraud by USAA, I had my mother contact Cube Smart to see if everything was in order for my storage unit. Cube Smart stated they checked and everything was ok, but obviously that was not the case when I returned to the states and stopped by the storage unit on 30 November 2012 and it was clear that my lock was tampered with and my storage unit was robbed. It is evident, Cube Smart lacks notification procedures of rate changes, and gives their customers a false sense of security for their belongings. Maybe they should not have are you active duty military on their application, because that can tip someone off that this individual will be gone for a long period of time if it is an inside job!Desired Settlement: I would like a refund for fees I paid to store my belonging's there or for Cube Smart to be liable to replace my belongings that was not covered by insurance!