CubeSmart Self Storage — Attraction in Chicago

My family has been a long time CubeSmart customer and until this point we have been satisfied with the service. On June 1, 2023 we attempted to have items retrieved and moved from the CubeSmart for a cross country move to Georgia. The paid movers were scheduled to retrieve the items on June 1st. To our surprise, a red lock was on the CubeSmart locker when we arrived with the movers and the office was closed. When speaking to the office the next business day, we were informed CubeSmart erroneously placed the locker on our storage unit and the unit should have been available as all expenses were paid. We were then told the lock will be removed immediately however this was the next business day and our movers were already gone.

Understanding that accidents happen, we spoke to the manager and asked how would we be compensated for the inconvenience. We were unable to retrieve needed items such as necessary pieces of furniture and were faced with either buying new pieces or paying for additional movers. From this point on the service received has been horrendous.

The local CubeSmart manager, while apologetic, stated only the regional manager can approve compensation. The regional manager was extremely rude, never once apologized for CubeSmart’s mistake, and refused to take accountability. When we asked for the case to be escalated, we never heard back. When we followed up a few months later on the status of the case, the customer support representative stated the storage unit was past due according to the regional manager and that’s why the locker was on the unit. This is a lie the regional manager put in the file to not solve the issue.

We’ve shared with CubeSmart documentation confirming on time payment of the storage unit, the cost to ship the storage unit items separately due to the mistake, and the original moving documents showing the pickup we were unable to make due to the erroneous lock.

CubeSmart has yet to address their mistake and try to make it right.

To be clear this review is not about Rodney, but about his supervisors who refuse to...

I had a unit in mind where I want to rent but then my husband was admitted in the hospital due to some complications in his diabetes medication and wouldn’t be discharged till Thursday, so the manager of the facility said he’ll keep the unit booked for us till Thursday which would be the day my husband is discharged from the hospital so he can come take a look at it & pay the money to rent the unit. However, Thursday comes & my husband is discharged, so it’s time to go there & make a payment, once we got to the facility, the manager said “I was gone for the past couple of days & turns out my manager gave out the unit to someone else” keep in mind, the guy we dealt with is the manager and no one higher than him but so we don’t hold him accountable, he claims he is no manager, but his business card he gave me a week before says otherwise! Like dude, if you’re gonna promise me to keep a unit for me till my husband is discharged but then claim u are not a manager & lie to my face about u not being the manager...then I have no respect for you! It seems to me you lie & cheat customers to get them to rent units from you! This is not right! I wonder how long a business can stand while lying & cheating...don’t think it’ll stand long!! Next time, keep your word & don’t lie, it won’t get you very...

Revision to my below review. We have now discovered some missing items. Our tool bag/kit was taken. Fortunately this was just some old hand tools that we would keep in the trailer for minor repairs. Regardless, our property was broke into, our property stolen, and we feel violated. The manager of this location can no longer use his standard response of 'we never have problems like this'. Bottom line...DO NOT STORE YOUR STUFF HERE.

The location was great for us, the account access online was also very convenient. The two issues we had with this location include:

Customer Service: Dealing with their customer service was a challenge. We put up with it because we didn't really have to deal with it often....until reason 2.

We had been storing our teardrop camper trailer in their 'secure' lot. We had discovered that someone had broke into it. Although nothing has been found missing we felt extremely violated. Management did follow up with us but see reason 1 above for how that might have gone.

It's a shame because we felt the rates were good and the location was perfect (for anyone on that side of town). I can't speak to their internal storage, never saw it. But beware with the outdoor...