CubeSmart CubeSmart Self Storage CubeSmart, LLC Collected My Rental Fees and Then Destroyed My Stored Items Malvern Pennsylvania

I rented a climate controlled unit from the 932 East Interstate 30, Garland, TX location in which to store some household furnishings while building a new home. On 26 September 2019, I received a telephone call from an employee of the facility who stated that another employee had turned on a faucet in a utility closet (located in the same hallway as my climate controlled storage unit) and the faucet ran for some unknown period of time into a plugged sink.

The sink overflowed and water eventually ran into the hallway flooding my unit and possibly three other units. I was not able to go to the facility until the following morning as I was out of town. When I arrived at the unit, I discovered that my unit had, indeed, been flooded and my oak furniture was sitting in water. Two oak bedroom suites and an oak dining room suite were mostly destroyed.

After I assessed the damages to my personal items, I began trying to contact regional and district management to discuss the issue. Over an approximate two week period, I had numerous conversations with both the district manager and the regional manager. Their ultimate “decision” was that the company did not feel that they should have to pay for damages to my property that was caused by their employee.

I was not given any explanation as to why they felt that they should not pay for damages that were caused as a direct result of an employee's negligent actions. My damages were not caused by a leaky roof, storm damage, etc. My damages were a direct result of an employee's negligent actions.

There was a point in time that I asked to see the video surveillance recording of this incident and a subsequent incident involving an injury to my husband while we were attempting to clean out the storage unit. I was told that “nothing was recorded.” There are no less than six video cameras in the area, but none captured either of the incidents.

Some reviews on the BBB website state that customers had asked for video footage of various incidents and that they were told that there was none. The company's own website indicates that one of the safety and security features of the propery is 24-hour video surveillance.  

The “Help Desk” did respond to my original Google review/complaint asking that I provide them with more information. I did contact them and received a response indicating that “We were able to locate your account and will be having someone from our Senior Management team reach out to you directly to discuss this with you.

Please let us know if there is anything else we can assist you with today!” More than two weeks have passed and I have not yet received any contact from any member of “senior management” or any other management of this company nor do I expect to hear from them.

Consumers should avoid this company at all costs.  I have noticed that, since this incident happened to me in September, 2019, the company is receiving more and more complaints and negative reviews each day and it does not appear that they respond to the complaints or reviews.  The company has a D Minus Better Business Bureau rating.  I have spoken to the BBB and they indicated that the rating is mostly because the company does not respond to complaints.