I rented a storage unit with CubeSmart on May 25. On June 3, I realized I needed additional storage space and called to arrange for another unit located close to my existing one. The representative I spoke with, Penny, informed me that she had suitable units available and assisted me with what I understood to be a transfer.
Because I had already rented a U-Haul and needed to move quickly, I agreed to the arrangement. Penny assured me that I could leave my U-Haul in the parking lot overnight and return the following morning to complete unloading.
When I returned, my access code still only worked for my original unit. I had not received any confirmation email, updated paperwork, or written documentation regarding the changes discussed. I called the office and left a voicemail, but no one returned my call.
Over the following days, I made multiple attempts to resolve the issue. I called several times and left messages, again receiving no response. I also arrived at the facility before work one morning to speak with someone in person. The office was scheduled to be open, but no employee had arrived by the time I had to leave for work.
Later, Christine contacted me while I was already on the phone with CubeSmart customer service. She explained that she had been addressing several issues related to Penny's work and stated that there was nothing she could do because there were no longer any available units that met my needs. She advised me to submit a formal complaint online and said she would contact her supervisors and follow up with me by the following Thursday. She specifically stated that she would contact me regardless of the outcome. I never received any follow-up.
On June 22, I contacted customer service again and spoke with Cici. She reviewed the notes on my account, apologized for the situation, and assured me that the matter would be escalated to management. As of June 24, I still have no resolution, no meaningful communication from management, and no solution to the issue that began on June 3.
This situation goes beyond a simple mistake. I was given clear assurances about a storage arrangement that was never completed, relied on that information when coordinating a rented moving truck, and spent considerable time attempting to obtain answers. Despite repeated outreach--including phone calls, voicemails, in-person visits, and conversations with both local staff and customer service--I have received no follow-through or accountability.
At this point, I am still waiting for a response or resolution. The lack of communication, missed commitments, and failure to address what should have been a straightforward issue have been extremely disappointing read more
