Posting this as an update to my previous review, as I can't figure out how to edit that one (no obvious way to do that on Yelp). Myself, my wife, and my good friend have all rented units from CubeSmart over the years and have generally had good experiences. I mention this to let you know that I've been a long-time customer (even before it was CubeSmart) and have seen the changes over the years.
Quick recap, my first review was several years ago on Google and was 5 stars. Good customer service and good rates. The facility has always been pretty clean and reasonably well lit. No problems. Rates occasionally went up over time but nothing crazy.
My second review was a couple months ago (posted here on Yelp and on Google) and was drastically different. It was 1 star and I was singing a much different tune. CubeSmart started jacking up rates significantly every 6 months and the customer service was just plain bad. When I called to speak to the manager, I felt like I was just a number to him with no regard to my concerns or the fact that I've been a loyal customer for years. The facility also wasn't as clean as it used to be and things like doors and the main gate break down and don't get fixed quickly - very slowly in fact.
Now to my current review. Back up to 3 stars. I was torn between 3 or 4 stars. Wish I could give 3.5 but that isn't an option unfortunately. Anyway, the district manager, Boris, reached out and totally restored my faith in CubeSmart's ability to provide good customer service. He listened to my concerns, was understanding, reviewed my account, and was able to reverse the most recent rate increase on my account (which was significant, around $70). He showed that he valued me as an individual customer and I really appreciated that.
The current cleanliness of the place is decent. The interior halls could use a good sweep though. They went through a while back and replaced all the pull ropes on the doors. Lighting is the same... good, but not great.
Currently, the main gate is broken (April 2022). It has been that way for a few days now. So the gate is just wide open 24 hours a day, which is an obvious security risk. I spoke with the local manager and he didn't seem concerned at all.
I asked if they are going to start manually closing/locking the gate at 10pm (which is normally when the gate locks you out) since the repair is taking a while to get done. He said no and just left it at that. I'm not a fan of an attitude like that. Customer service at the local level (at this location anyway, 3508 S Orlando Dr, Sanford, FL) is still not that good. If the gate isn't fixed in the next day or so I might have to reach out to the district manager again. I'm not comfortable with the gate just being left wide open all the time.
Every other place I've rented from, if the main gate is broken, they will walk the lot to make sure everybody is out at night, and then manually lock the gate until morning. They follow the same normal gate hours. But apparently not here.
So that is my current review. I'll continue to update this review as things unfold. I hope this review has helped! read more