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We wrote to CubeSmart on behalf of a consumer.  The regional manager informed us that the consumer was misinformed by the local representative and that CubeSmart would issue an immediate refund.  A follow up conversation with the consume took place and we learned that she did in fact receive a refund via her credit card a couple of days later.

The complaint below:

This location advertised a special. I leased a space, then decided to upgrade to a larger unit.  The representative made the switch. However, prior to her making the switch, she failed to inform me that the larger unit did not qualify for the special.This should have been disclosed to me early on. So, I reached back out to another company that were running the same special that did include their larger units and informed her that I needed to cancel the upgrade with Cubesmart. Instead of processing my refund, Cubesmart rep said she had to leave the account open, so that internally it would be easier to refund my credit card.

This made no sense to me, in fact it sounds like a scheme. She claimed that the money would be credited back to my card.

Then I learned in a phone call days later that they could only send a check via snail mail and it will take approx 30 days to receive a refund. Unacceptable.

Reason of review: Return, Exchange or Cancellation Policy.

Monetary Loss: $54.

Preferred solution: Full refund.

I liked: Clean facility.

I didn’t like: There customer service is poor, Management, Cancellation policy, Failure to disclose, Delayed refund for 30 days.

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