Rented a 10x12 locker in Auburn, MA. At some point, one of the exit gates stopped working (at least 6 months) and was still broken when I cleaned out the locker. The rent was increased three times - that in the end was about a 75% increase from the original contract. Also, had issues with auto payments during the contract. Cubesmart tried to charge me additional fees for issues not caused by me. They tried to get me to stay by offering a slight rent reduction - but still charging more! No thanks. Will not rent from Cubesmart again and do not recommend. read more

Destiny has been nothing but rude to my mother since she got her storages and she's pays a lot for them. This woman talks to us like crap and she's supposedly a manger. Try thinking about what's going on in others lives before you talk down to them the way you do it's extremely unprofessional. Very unhappy and I've tried to call her several times and never get an answer or phone call back. read more

OMG. Start with $99/month storage and end up with $200/month after a short amount of time. On a second floor. Where the elevator has been broken for more than a year and a half. Youngsters at the main office say that oh, they're coming to fix it on (pick a day of the week, the following week). Never happens. Ask for a refund or reduced cost for the inconvenience and no, nope, no way, out of our hands. So out of there. Everything moved across the street where staff is friendly and helpful. Much better now. read more

Cubesmart should hire a company to sweep up all the debris, I've popped a two tires now on screws and glass. On the other hand the staff at Cubesmart on Rt. 20 are all high quality employees. Destiny is friendly and helpful. Her personality is warm and inviting; which is exactly what you want as a store front. Evan has gone out of his way many times for me, while assisting with various storage needs. Chester is a the work horse! Chester has helped me with lock issues. He explained the different storge option to a family member I recommended and walked to each available one with us! I have alot of storage and I could go anywhere, but I go to this specific cubesmart because of the top notch customer service! read more

They have been unresponsive and unreliable. A broken elevator for almost a year! We are unable to bring items in or take them out because they are too stupid to call a repair company! No discounts, no refunds, no apology. Absolutely unacceptable they are not holding up their end of the bargain! read more

Upon our arrival, we were taken care of by Destiny Dutton, the GM of the Auburn branch. Not only was she super friendly but she was such a help to our needs! We are truly thankful for her assistance in helping us unload a very stressful situation! Thank you for all you did for us, Destiny! Oh, and the prices are wicked awesome too read more

USE TO BE GOOD BUT NOW THAT IT IS UNDER CUBESMART OWNERSHIP IT IS THE WORST. LOOK FOR SOME PLACE ELSE UNLESS YOU WANT A LOT OF STRESS. Have been a customer for 10 plus years. Was Auburn Self Storage, then KC Storage both were real good and I never had a problem. Now that CUBESMART has taken over it is like banging your head against a wall. The staff can not even spell my name correct and for 6 months I have been unable to get a small little thing like that changed. The staff has hung up on me, cost me money by billing me wrong. The NEW staff will tell you want ever just to get you out of the office or off the phone and do nothing that they said they would do. Now that it is CUBESMART stay away if you value your sanity. read more

If you want to store your items or rent a parking spot, Cubesmart on Washington st. In Auburn, Ma is definitely NOT the place to go. I had a storage unit first and it was dirty, open to the elements, plowed in during the winter, and the metal door would be frozen shut, no help from management. I was told to buy a shovel and an ice pick, what great customer service! Dripping with sarcasm....if you didn't catch that....Then I had to use them to store my camper because I was under a time runch and it was the easiest solution. For a few years it was quiet, no issues, no problems. Except for the EXTREME price increases every few months. In a year and a half, they raised my rent so many times I lost count. But that's not even the worst part....The management decided they wanted to increase their commercial space and decided that I was unimportant. I received one call and was told that they were "thinking about a project, didn't know the timeframe, but at a point in the future, wanted to move my camper to make room for other commercial customers" and would I be willing to move my camper to a different spot. I said ok, I'd be willing to think about it but I would need several months to work out the logistics as I didn't have a truck at the time. 3-4 weeks later a person who told me they were the manager called me named Destiny. She started the conversation with..."so, when are you moving your camper so we can fulfill other commercial customer's contracts?" I was like uum, ok, well I told the last guy I would need a couple months and didn't even truly confirm that I would move it. She was so belligerent, so rude, so nasty, I couldn't even continue the conversation with her. It seemed to me that she was under pressure to open up my spot and wasn't even caring about my needs or difficulties, she was only I interested in me moving my camper to satisfy OTHER customers. Bullying, intimidating tactics. So, I told her I couldn't continue the conversation with her, and asked her to have her manager reach out to me so we could work out a deal. Several months went by and no one called, left a voicemail, sent an e-mail, nothing. So I figured they just worked out another solution and I didn't have to worry about it. August rolls around and I went to pay my monthly fee, come to find out there was an extra hundred dollar fee on my bill labeled As hoc fee. I called customer service to find out what the charge was and guess what?...They moved my camper anyway, without my knowledge, express permission, or even an additional phonecall or anything...and the kicker?...They charged me for it! So I lodged a complaint and asked for the district manager to call me. This woman was just as rude, and bullying as the first, Kathleen. She didn't even want to listen to me or validate any of my thoughts, concerns, or feelings on the matter. She said they had every legal right to move my camper if they needed my spot for something, checked with their legal department, etc. etc....and didn't even care what I thought or said....She wouldn't even let me speak, kept interrupting me and cutting me off, and tried to justify what they did by saying "oh, you were the only one who refused to move, we didn't have several months to wait, so we checked with legal, and moved it anyway." We sent you a certified letter, which was returned to them undelivered, as they never updated my address change in their system even though I gave it over the phone to the "manager" Destiny. No one ever called back, left a message or notified me. Then I couldn't even get my I justice validated, I just got steamrolled. At least she credited my account the 100$, at least they did that. But don't ever use this facility, you'll look forward to tyrannical managers, bullying behavior and attitude, shifty shady managerial practice, and frequent and excessive rate increases. They say they won best customer service awards, I wonder where, because it definitely wasn't at the Cubesmart on Washington st. In Auburn, Ma, that's for sure. They will just do whatever they want with your personal property, and then charge you for it!...Definitely look into another storage place to fill your needs, this one doesn't even come close......worst treatment and experience I have ever had anywhere....I paid to be abused.....go figure....the district manager actually hung up on me and said she didn't have to talk to me and asked why I was giving HER such a hard time...like are you kidding?.....all I can say is WOW. Neither of those ladies belong in a job that supposedly provides customer service and are intended to help customers....no way...... read more

In a stressful move, Adam was the most positive, helpful and knowledgable person we have encountered in a very long time. Through a last minute request for storage space , two changed arrival dates, and a change in cube size, he was happy to help, had amazing service and communication skills and a general sense of competence and desire to help. It has been a very long time since we have experienced this level of customer service and expertise in any service related industry. I have never posted a review anywhere. Adam made me WANT to spread the good news about his outstanding work!!! You are very fortunate to have this level of employee! read more

Have had my unit for 15 years never had a problem until cubesmart bought them. Was set up for auto pay but when cubesmart took over everything changed. I was told I had to call every month to make payments unless I wanted to pay 1 month in advance. Why should I pay in advance a non-refundable payment when I am not sure when I may leave. If I pay a month in advance and leave at the end of this month I have paid for a month I will not use seeing as the month in advance is not refundable. Then the biggest scam of all. I was told that I have to give them 5.00 fee each month to pay my bill with a credit card over the phone. So I said ok I will come down in person each month and give you a check. Was told no you can not pay at the storage site office it has to be either one month in advance or pay 5.00 fee each month to pay over the phone. I should have called the attorney general office right there and then rather than letting then scam me out of 5.00 a month. After 6 months of this I was ready to go else where and stopped by the on site office to find out the process to leave. I happened to get a nice lady that was shocked that I was told I could not make a payment in the onsite office and could not be set up for auto pay without any 1 month payment in advance. She was such a nice lady and very good at her job and got the whole thing settles in about 10 minutes time so I stay with time. Really to bad she left the job a few months later as she was the only one who seemed to be able and willing to do her job, So for 6 months I was scammed out of 5.00 a month for a fee I did not need to pay due to being lied to. The next scam came this Feb 2018. In Jan 2018 my credit card was stolen. So I had to get a replacement and then number that was on file with cubesmart was now shut down. I call cubesmart with the new card number (spoke to a young girl) was told ok I got it your payment went trough. I asked specifically if it went through as I had not used the card yet (had only had the card for about 10 minutes when I called cubesmart) and wanted to make sure there was not any problems with the card. A week later I get an email saying I have been locked out because I did not pay my bill. I called spoke to the so called manager Jasmine who told me that I did indeed update my card but I never paid my bill. The young girl I spoke to and had assured me my payment went through the week before lied to me. So Jasmine puts the payment through and charges me a late fee. So once again I am being scammed out of money due to cubesmart personnel lying to me. When I explained to Jasmine I want the late fee refunded I was told then only way to do that is for them to send me a check in about 60 days for the total amount of rent plus the late fee a total of 164.00 but to do this they would have to charge me a second time for my rent. So for the month of Feb 2018 I have to pay then 318.00 then wait 2 months so I can get back 164.00. Just so I can get the late fee of 10.00 refunded. Once again due to the lies and shady practices of the cubsmart employees I can either get scammed out of 10.00 or give them an extra 154.00 and hope and pray in months they did not lie and actually return my money. So lets see risk and extra 154.00 for the sake of 10.00 on company that has a record of lying over and over to me or let them scam yet an other 10.00 out of me. Now why (and I asked this as well but could not get a straight answer) I can not just have a credit to my credit card for the 10.00 late free I never should have gotten charged in the first place could not be done I still can not understand. According to Jasmine that can not be done she can not credit just the 10.00. When I asked to speak to her manager and informed me she is the manager. I worked in accounts payable and receivable for years and retail before that. It is 100% doable to put a refund on a credit card for an over change amount. I also new my job and did it and had I lied to people like I have been by some at cubesmart personnel I would have been fired faster than you can blink an eye. In the last 2 year I feel I have been stolen from over and over 5.00 here and 10.00 there but stolen from all the same. Cubesmart whether knowingly or by having untrained incompetent help that is unsupervised has scammed me out of money more than once. I also want to I have gotten 4 phone calls form so called Jasmines bosses after I put a complaint on social media and have been told I would get a credit in my rent next month and that they do not have shady business practices as I have option to avoid extra fees. So it is my fault not that I was lied to that I get scammed out of money. They are justified in giving wrong information so that you pay fees you really do not need to be paying. They are justified in lying to customers about putting payment through and then charging late fees. read more