CubeSmart Self Storage of Long Island City — Attraction in New York

Let me start by saying, the establishment is very clean, well kept and run fine. But the deceit REALLY made me regret choosing them.

" First month free" = for tiny boxes of their choosing I was quoted a price, and found out after the fact that it included mandatory $12 insurance. ( I would like to choose whether or not to be forced to pay insurance. Sure, no one put a gun to my head, but to find out all of these things were included in a box that was not even on sale was upsetting. ) My schedule is PACKED, TIGHT, JAMMED like a storage unit. I sleep 3-4 hours a night and I DO NOT have a car. Sounds like a whole lot of my problem, right? Sure, I can lay in the bed I've made. But being told they CLOSE AT 8PM to have to doors close on me at 7:50 something because they were in a rush to go home was BEYOND infuriating.

I went IN PERSON around 6:45pm and asked , "You guys close at 8pm right? " Christian, guy on the right does "Yes." Guy on the left says " well... 7:45." That is not what it says on the lobby door or my reservation. 15 minutes is PLENTY of time to get a single box into my unit. FURTHERMORE, he said but we WILL wait until 8pm. Fine. Thank you.

I left to pick up my things and I called around 7:20pm , no answer. I came on the strength of his word , begged my coworker to drive me and my belongings there. we arrived at 7:56. Gates locked, lights off, no whisper of a human being.

The Harold and Kumar adventure over there with my coworker was nice. Being locked out was horrible. I am moving for very very very difficult, reasons. And to be told I will be helped and then lied to is just messed up.

FOUR. I went the next stinking day after being told crisply : You missed your move in. No, I didn't, I had a wonderful communion with the gates outside , we connected on a deep level. ANYWAY. I went inside and an actual manager was there.

She is the saving grace in this whole situation because she followed protocol the ENTIRE way through. She clearly explained my charges and why , even the stupid $19 lock that the other guy failed to mention. I told her I was PISSED , and she remained professional. But honestly, I'm so disgusted I cant wait to get my things out of there.

TWO stars because manager girl added one. There is NOTHING wrong with CubeSmart, the facility, the prices (debatable) , the layout, or any of that.

I just left with a HORRIBLE taste in my mouth. The whole experience really negatively colored my view of the company. DO NOT tell someone they have time when they don't. If you are rushing to go home, then say so. Do not promise what you can not deliver. Offended doesn't cover the gist of my anger. This might seem really intense over 4 minutes, but I have learned through terrible circumstances to value every second of my life.

DO NOT waste my time.

Sincerely,...

I've been renting here for almost 3 years. When I rented my space the customer service was ok and so was the pricing. Over time my monthly cost has gone up by about 50%. I'll guess the documentation around my account allows that but it would have been nice if it was clearly disclosed. But it's a hassle to change storage spaces so I kept paying it and have hardly been there. We just moved so I've gone there twice this week to transfer items in and out of my new apartment. Today's visit did not go well at all. I arrived at 3pm and needed a cart to move things back and forth from my car into the storage room. I head to the office to get a key as the carts are locked up. Surprisingly the office is closed with a sign up that they will return at 2:30pm. I need the cart and I have limited time so I knock on the window to see if anyone is in the back. No response. I then go to the other door and knock on it again looking for a response. All of a sudden two guys come out of the back. They're yelling at me for knocking. One in a red shirt says that I'm knocking on the door for employees only and that one of them was at lunch and the other going to the bathroom. I ask why the sign said they'd be back a half hour ago? Lunch at 3pm? And both come out of the back angry at me for quite reasonably asking for a cart which is part of the storage service. I can only only imagine what they were doing back there. Then I received a loud long lecture from red shirt on being patient. I ask what happened to the customer always being right? He said they don't care if I'm unhappy and leave as they'll just rent the room to someone else at a higher rate. Seriously? That can't be CubeSmart's policy. I pay every month for almost 3 years and when I show up to access my storage room I'm yelled at for being impatient when the office is closed at 3pm? Does the manager know the office is closed at 3pm? I hope the manager is reading this review as the manager should know how his staff is treating paying customers.

This back and forth went on a for a couple of minutes with me talking at a normal voice and red shirt yelling at me. I needed the cart and didn't have unlimited time so I did what needed to be done to calm them down, as I actually apologized "if they thought I was impatient". Unbelievable. Finally I get the cart key and go about...

Tootal dissatisfaction with the treatment I received at the facility. I had been renting a storage unit at a lower rate, but suddenly the price increased. When I visited the onsite customer service recently to inquire about this change, the representative I spoke to—whose name, I believe, is Ober—was extremely unhelpful and unfriendly. He simply told me “that’s the price,” with no further explanation. When I asked about prices for smaller units, he dismissed me with a poor attitude and very rude manner. Today, I returned to ask when I would be charged for the next month and whether I would receive any reimbursement. Once again, the same person told me there was no reimbursement and that I should check my invoice to see when the next charge would occur. I pointed out that this was not a proper response for a customer and that he had the system right in front of him. While I searched for the invoice on my phone, he asked for my unit number. I replied that I preferred to find it myself, given his poor attitude. I then told him thank you and that I would be emptying the storage unit. At that point, he said that if I wanted a lower price, I just needed to say so. I responded that the questions I had asked earlier should have been clear enough. He then attempted to shift the blame to me, suggesting that it was my fault I was leaving due to the price—when in fact, it had been raised with no proper explanation. I told him that if he had the ability to offer a discount and saw that I was about to cancel, the least he could do was mention it. He came later to apologize and suggested that perhaps the misunderstanding was due to language—although I speak English well. He eventually admitted he was dealing with personal issues, to which I responded that this should not affect how customers...