CubeSmart Self Storage

The good: most of the employees are great. They greet you with a smile and attempt to take care of you. This place is clean. I have seen where people have dumped storage units, and it is cleaned up. The NOT GOOD: Other employees are useless. Seems to be a breakdown in training or hiring. They are routinely closed during business hours. Lack of staff is the excuse I hear. I would accept this if it were difficult to find employees today. Employees are not empowered to take care of customers. I have had problems paying rent, the only solution given "just wait and try again tomorrow or the next day". I was stuck in the elevator for 2 hours, response "sorry about that". Their office was closed at the time because of staffing shortage. They advertise they will accept packages for you, just not when they are closed for days because of staffing. If they are fully staffed this place would be perfect. They just need to hire and train. Stop hiring the people who roll their eyes when you walk in. If you are renting a unit here, stay on the ground level.

I have had three separate units here. 1003,1129, and current unit 1…. Paid extra for the first floor. Live down the street. Gates always broken. Front door always broken. Inside closes at 10pm but is always busy well after. I had an 82 inch Qled tv in box stolen. 75 inch Samsung Qled tv Stolen. Super Nintendo, Nintendo 64, GameCube, PlayStation 1, PlayStation , Xbox, Dreamcast , Brand new oculus 2, brand new bartisian, brand new hydraulic jack kit, new Bowflex kettle, new Bowflex Curl bar, new bowflex dumbbell , kitchen aid mixer new,, 3 apple HomePod mini in box. Two subwoofers and soundbars. Reciting letters for sports. Childhood toys. They took every tub. I purposely put 5 brand new grills at the front of my unit to ensure no one would steal. Complete inside job. Manager even has photos of before and after of my unit showing I have t used a code to enter in almost a year. I have been adding to this unit because I’m purchasing a home and to find everything missing after spending close to 18k in the four years. I just referred my sister to this place and regret it. I found out my unit was broken into after spending 1,420 dollars. No shock on the General Managers face. The same manager who made a comment on how nice my stuff was after inventory was completed. The general manager and video personnel both confirm they have before and after photos of my unit showing huge difference. They also confirmed I haven’t been in the unit. DO NO GET THEIR INSURANCE. THEY HAVE A EXCLUSION STATING THEY DONT COVER MYSTERIOUS LOSSES. CLAIM DENIED BECAUSE NO SIGN OF FORCE ENTRY EVEN THOUGH THEY HAVE BEFORE AND AFTER PHOTOS TAKEN BY CUBESMART. Photos below are of what’s left and what they couldn’t take. My grills are tooooo heavy. Over 20 tubs taken. TVs. Miscellaneous affects. Found out everything was stolen on my 34th birthday. This is unacceptable.

I started this process on Monday of this week, and it has been nothing but pure miscommunication and negligence. On Monday, I came to the facility to have CubeSmart’s lock removed from my unit. I was explicitly told that all I needed to do was replace their lock with my own personal lock and theirs would be removed. I immediately went to Target, purchased a lock, and placed it on the unit as instructed. On Tuesday, I returned to access my storage, only to find their lock was still on the unit. When I went downstairs for help, the women who manage the facility were already gone before the 6 PM cutoff, leaving me completely locked out with no assistance. On Wednesday, I called first thing in the morning requesting a callback from the on-site team. I called again at 11 AM and 2 PM. Two separate customer service agents confirmed notes were left on my account requesting a callback. I never received one. I eventually went back to the facility and was told they could not remove the lock unless my wife was physically present, which was never mentioned initially. Despite the inconvenience, I complied. On Thursday morning, my wife went to the facility, updated the account, and told them to remove the lock. Later that day, I arrived — and I was STILL locked out, even after the account update and new lock placement. To be clear, I drove to this storage facility FOUR separate times this week, followed every instruction given to me, did everything they asked, and the unit is still locked. On top of that, no one has reached out to me proactively at any point. I called support again and was told the District Manager, Amanda, would be contacting me for escalation. It is now Friday, and Amanda has not reached out, and both locks are STILL on the unit. At this point, I’ve exhausted every option — calls, in-person visits, compliance with changing instructions — and no one has taken accountability or fixed the issue. Everyone passes blame, and no one actually helps. Do NOT store your property here. When something goes wrong, nobody cares, nobody follows through, and you are left stranded with no access to your belongings. If I were upper management, I would replace the entire staff with responsible adults who can communicate and execute basic tasks. Extremely disappointing and unacceptable experience.