My daughter rented a storage unit from CubeSmart (CS), first month free. CS gave my daughter a combination lock to put on the unit. While still in the free month period, I got a call from CubeSmart, asking me if we were still using the unit "because it looks like you only have a mattress in there." I asked how this was known, and CS informed me that it had taken it upon itself to go into the unit and look, and that it's their policy to do so when you use the lock they give you.
I informed CS that, yes, we're still using the unit and that more items will be placed in it. 2 days later my wife went to change the lock and discovered that the mattress was no longer in the unit. She contacted on-site staff, who stated that, despite being informed 2 days prior that we're still using the unit, he thought the unit was abandoned and that the [$2,300] mattress had been moved to another unit where they keep abandoned property.
When they took my wife to that unit, she discovered that
(1) The mattress had been thrown on top of other peoples' mattresses, raising a concern over bed bugs and other contamination, and
(2) CS apparently dragged the mattress a considerable distance across the parking lot to another part of the facility, leaving black marks from the asphalt on the mattress and tearing its fibers.
For 3 weeks now we've been dealing with CS's Paul Fleming, who is tasked with resolving the issue to our satisfaction, but who is essentially worthless in this task. Despite our repeated warnings that our patience are wearing thin and that we're considering legal action, CS stalled the process well beyond a reasonable amount of time before offering to have the mattress cleaned and treated for bed bugs, but only if we sign a form
(1) waiving our right to hold CS liable for the damage they caused and for ANY FUTURE DAMAGE they may cause, and
(2) waiving our right to ever tell anyone what they did to us.
We informed Paul that we would sign the form if CS were to limit it in scope to the incident at hand (not to future incidents) and remove the clauses that limit our right to speak about the incident. We've not heard back from Paul or anyone else at CS since, so now we have to take other actions.
I rented a climate controlled unit from the 932 East Interstate 30, Garland, TX location in which to store some household furnishings while building a new home. On 26 September 2019, I received a telephone call from an employee of the facility who stated that another employee had turned on a faucet in a utility closet (located in the same hallway as my climate controlled storage unit) and the faucet ran for some unknown period of time into a plugged sink.
The sink overflowed and water eventually ran into the hallway flooding my unit and possibly three other units. I was not able to go to the facility until the following morning as I was out of town. When I arrived at the unit, I discovered that my unit had, indeed, been flooded and my oak furniture was sitting in water. Two oak bedroom suites and an oak dining room suite were mostly destroyed.
After I assessed the damages to my personal items, I began trying to contact regional and district management to discuss the issue. Over an approximate two week period, I had numerous conversations with both the district manager and the regional manager. Their ultimate “decision” was that the company did not feel that they should have to pay for damages to my property that was caused by their employee.
I was not given any explanation as to why they felt that they should not pay for damages that were caused as a direct result of an employee's negligent actions. My damages were not caused by a leaky roof, storm damage, etc. My damages were a direct result of an employee's negligent actions.
There was a point in time that I asked to see the video surveillance recording of this incident and a subsequent incident involving an injury to my husband while we were attempting to clean out the storage unit. I was told that “nothing was recorded.” There are no less than six video cameras in the area, but none captured either of the incidents.
Some reviews on the BBB website state that customers had asked for video footage of various incidents and that they were told that there was none. The company's own website indicates that one of the safety and security features of the propery is 24-hour video surveillance.
The “Help Desk” did respond to my original Google review/complaint asking that I provide them with more information. I did contact them and received a response indicating that “We were able to locate your account and will be having someone from our Senior Management team reach out to you directly to discuss this with you.
Please let us know if there is anything else we can assist you with today!” More than two weeks have passed and I have not yet received any contact from any member of “senior management” or any other management of this company nor do I expect to hear from them.
Consumers should avoid this company at all costs. I have noticed that, since this incident happened to me in September, 2019, the company is receiving more and more complaints and negative reviews each day and it does not appear that they respond to the complaints or reviews. The company has a D Minus Better Business Bureau rating. I have spoken to the BBB and they indicated that the rating is mostly because the company does not respond to complaints.
They are not allowing me to access my property when I paid them in full they are discriminating me and harassing me and threatening to auction away my property over 15,000$ they are taking advantage of me they are retaliating against me because I took them to small claims they are playing games lying and overcharging me rip me off they are criminals thieves. I need help they are violating court orders they are awful they ignore me hang up on me and refuse to accept a payment from over the phone with credit card they want cash in store and I paid up they are buying time and over charging me and applying tons of fees
CubeSmart Self Storage Reviews
My daughter rented a storage unit from CubeSmart (CS), first month free. CS gave my daughter a combination lock to put on the unit. While still in the free month period, I got a call from CubeSmart, asking me if we were still using the unit "because it looks like you only have a mattress in there." I asked how this was known, and CS informed me that it had taken it upon itself to go into the unit and look, and that it's their policy to do so when you use the lock they give you.
I informed CS that, yes, we're still using the unit and that more items will be placed in it. 2 days later my wife went to change the lock and discovered that the mattress was no longer in the unit. She contacted on-site staff, who stated that, despite being informed 2 days prior that we're still using the unit, he thought the unit was abandoned and that the [$2,300] mattress had been moved to another unit where they keep abandoned property.
When they took my wife to that unit, she discovered that
(1) The mattress had been thrown on top of other peoples' mattresses, raising a concern over bed bugs and other contamination, and
(2) CS apparently dragged the mattress a considerable distance across the parking lot to another part of the facility, leaving black marks from the asphalt on the mattress and tearing its fibers.
For 3 weeks now we've been dealing with CS's Paul Fleming, who is tasked with resolving the issue to our satisfaction, but who is essentially worthless in this task. Despite our repeated warnings that our patience are wearing thin and that we're considering legal action, CS stalled the process well beyond a reasonable amount of time before offering to have the mattress cleaned and treated for bed bugs, but only if we sign a form
(1) waiving our right to hold CS liable for the damage they caused and for ANY FUTURE DAMAGE they may cause, and
(2) waiving our right to ever tell anyone what they did to us.
We informed Paul that we would sign the form if CS were to limit it in scope to the incident at hand (not to future incidents) and remove the clauses that limit our right to speak about the incident. We've not heard back from Paul or anyone else at CS since, so now we have to take other actions.
I rented a climate controlled unit from the 932 East Interstate 30, Garland, TX location in which to store some household furnishings while building a new home. On 26 September 2019, I received a telephone call from an employee of the facility who stated that another employee had turned on a faucet in a utility closet (located in the same hallway as my climate controlled storage unit) and the faucet ran for some unknown period of time into a plugged sink.
The sink overflowed and water eventually ran into the hallway flooding my unit and possibly three other units. I was not able to go to the facility until the following morning as I was out of town. When I arrived at the unit, I discovered that my unit had, indeed, been flooded and my oak furniture was sitting in water. Two oak bedroom suites and an oak dining room suite were mostly destroyed.
After I assessed the damages to my personal items, I began trying to contact regional and district management to discuss the issue. Over an approximate two week period, I had numerous conversations with both the district manager and the regional manager. Their ultimate “decision” was that the company did not feel that they should have to pay for damages to my property that was caused by their employee.
I was not given any explanation as to why they felt that they should not pay for damages that were caused as a direct result of an employee's negligent actions. My damages were not caused by a leaky roof, storm damage, etc. My damages were a direct result of an employee's negligent actions.
There was a point in time that I asked to see the video surveillance recording of this incident and a subsequent incident involving an injury to my husband while we were attempting to clean out the storage unit. I was told that “nothing was recorded.” There are no less than six video cameras in the area, but none captured either of the incidents.
Some reviews on the BBB website state that customers had asked for video footage of various incidents and that they were told that there was none. The company's own website indicates that one of the safety and security features of the propery is 24-hour video surveillance.
The “Help Desk” did respond to my original Google review/complaint asking that I provide them with more information. I did contact them and received a response indicating that “We were able to locate your account and will be having someone from our Senior Management team reach out to you directly to discuss this with you.
Please let us know if there is anything else we can assist you with today!” More than two weeks have passed and I have not yet received any contact from any member of “senior management” or any other management of this company nor do I expect to hear from them.
Consumers should avoid this company at all costs. I have noticed that, since this incident happened to me in September, 2019, the company is receiving more and more complaints and negative reviews each day and it does not appear that they respond to the complaints or reviews. The company has a D Minus Better Business Bureau rating. I have spoken to the BBB and they indicated that the rating is mostly because the company does not respond to complaints.
They are not allowing me to access my property when I paid them in full they are discriminating me and harassing me and threatening to auction away my property over 15,000$ they are taking advantage of me they are retaliating against me because I took them to small claims they are playing games lying and overcharging me rip me off they are criminals thieves. I need help they are violating court orders they are awful they ignore me hang up on me and refuse to accept a payment from over the phone with credit card they want cash in store and I paid up they are buying time and over charging me and applying tons of fees