CubeSmart Self Storage

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Dori D. 4 years ago

I worked with Mr. Butler to get a storage unit. Easy process. Mr. Butler did a great job in helping me find the right storage space for my belongings. I enjoyed working with him. Great experience! The facility is completely brand new, clean, and well-organized. The only feedback I have is that s ...Moreome of the storage units didn't measure out correctly. I believe this is more of a system issue than anything else. In any case, Mr. Butler was resourceful and patient in helping to resolve. Thank you!

Sissi B. 4 years ago

Absolutely horrendous customer service! I called to make a reservation over the phone which was supposed to be followed up by a call from the manager of the facility. The manager (Richard) calls me but apparently could not hear me (bad connection, perhaps) so I hang up and call back. Richard ans ...Morewers and as soon as I say hello he hangs up on me! I call back AGAIN then this time he can magically hear straight except he has ZEROOOO CUSTOMER SERVICE SKILLS!!!! He was short, unresponsive, disinterested and no help whatsoever, in which case I demand to speak to his supervisor (Eric.) Eric did apologize for Richards unprofessionalism and the fact that he doesn't know how to engage a customer properly but also played it off as a misunderstanding. Needless to say I cancelled my reservation off the basis that I'll have to deal with Richard and/or Eric at some point and that would be a complete nightmare.

Divya K. 4 years ago

It's a very new facility, with elevator and climate control, right behind a big shopping center. That being said, it's easy to access, either by driving or by bus. I compared several facilities and it has best value for money. The manager James is awesome. Because I have a special requirement fo ...Morer the storage unit, he made efforts to meet my needs with great patience and assistance. Highly recommend this place!!!

Britt A. 4 years ago

I would like to acknowledge and bring forward several issues I encountered while speaking and being a customer at CubeSmart. The particular issues I encountered pertain to the CubeSmart office with the address 444 West 55th Street, New York, NY, 10019. In my search for a storage facility, I fou ...Morend CubeSmart and immediately called and spoke to their customer service on the phone. Their phone customer service was extremely helpful and I do not have any qualms about their level of professionalism. I gladly booked my appointment, and prepared to have my items stored. However, upon speaking to the particular manager of this CubeSmart, DeNisha Heppard, I was left absolutely disgusted. Before even arriving at the space, I called to confirm all the information that I needed to know in preparation for when I would move in my items. Not only was Ms. Heppard incredibly rude on the phone, but she failed to give me a series of vital information. On the phone, I specifically asked if I had to bring anything to the space (such as an ID, a lock, etc.). She proceeded to say that everything was included in the price of the space, and that all I was required to do was come a few days prior to moving in to sign the lease. Additionally, when first purchasing the space through a phone call, I was told that a moving van was included in the price to help move items when moving out and moving back in, a promise that led me to choose CubeSmart over other competitors in the first place. Upon arriving at the space to sign the lease, I met Ms. Heppard at the front desk and was taken aback at how blatantly rude she was, and how little regard she seemed to have for customer service. She spoke in a manner that portrayed how disinterested she was in answering my questions and refused to even engage in casual pleasantries. She acted like every question I asked her was an enormous hassle to answer and looked like she really despised being there and engaging with customers. After seeing the space and looking at the lease, she told me that I had to buy a lock from the CubeSmart facility, because I didn't bring one of my own. This came as a shock to me, as I had asked before if I needed one and they said it was included. I was frustrated at this point, but went along with what she was asking for and purchased a CubeSmart lock. However, when asking Ms. Heppard about the logistics of booking the van service for pick up, she just casually said that the van service would not be available for the foreseeable future. The van service is a completely included service, so CubeSmart should compensate their customers for making alternative plans or arrange a different service. CubeSmart can definitely not expect to charge the same price and only deliver on half of their promises. Although I understand that some problems may have arisen in between the time I booked my reservation at the facility up until my interaction with Ms. Heppard, I must say that I found my experience at CubeSmart to be absolutely unacceptable. Furthermore, what was potentially the most unacceptable in my experience was the way I was treated by Ms. Heppard and the way she handled the situation. When questioning Ms. Heppard about the situation and looking for alternate methods of transportation, not only did she fail to respond professionally, but instead chose to raise her voice at me, began yelling that I "just had to deal with it" and that if they didn't offer the van service then I would have to get a car instead. This claim is absolutely unreasonable, and her treatment as a manager was absolutely appalling. When asking Ms. Heppard why CubeSmart didn't call their customers to inform them that the van was not available and that they had to make other arrangements, Ms. Heppard simply claimed that it was "not her problem to deal with." I called CubeSmart again a few days before I was going to pick up my belongings and spoke to Ms. Heppard again; I asked about the van availability and she said that the van would be available for assisting me in transporting my belongings to my new residence. When arriving at the space and asking about the van, Ms. Heppard simply said that the van wasn't available for dropping off items, and that I would have to find my own way to transport my items. To Summarize: I had to purchase a lock that I was told was included ($14.14) I had to make other arrangements for transportation after falsely being told that the van would be available for moving into the space ($45.64) The same van situation occurred while moving out, causing an extra charge ($29.10) In total, I incurred charges of $151.53 for a service that was supposed to cost $62.65, as well as being treated appallingly by Ms. Heppard.

We are so sorry to read about your experience Britt. It sounds like we did not do a very good job WOW!ing you with our Customer Service. Please email your account and contact information to help@cubesmart.com and we will have someone from our team reach out to you.

Rebecca Kerwin 2 years ago

brendan has been absolutely disgusting to me! very poor customer service skills. he is very rude!!! cube smart should be ashamed to have someone like him work for their company. he has made my experience with cubesmart terrible!!! he is very dismissive, sarcastic, rude, obnoxious. he has also ig ...Morenored every email i sent regarding my storage unit. i would give zero stars if i could!!! stay away from this location! they also increase your storage rate without your consent when you are 2 months into the unit!