Customer Reviews for Arrowhead Storage
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Testimonials from recent customers of Arrowhead Storage
Pickup location and staffer was great...but distance I had to travel to get it was inconvenient. Also was told pickup day didn't count against 2 day allowed...which was not true.
Need additional personnel to assist with checking in...
Got right in and quickly checked in. Truck was ready to go and was very clean inside. Staff was very friendly and explained everything in detail.
I was a little unsure of when to bring it back but overall it was great!
Friendly professional service.
Simply encourage all dealers to work as Neil does. This service outstanding, and I plan to come here first for future needs.
The staff was both helpful and extremely friendly
very happy with service -- will be using this site again soon
Get someone else to manage and allow customers to select and keep their pickup and drop off locations. On one way moves convenience is extremely important. U haul lies to get business then does whatever they want for their convenience and not the customer. U haul had me drive 8.5 miles out of my way to drop off the truck in a city different than the city I moved to. I drove by my selected pick up location to drop off the truck where they wanted it. They lied and told me it was 3 miles. I could go on and on about how bad my experience with u haul. Bottom line - if you want good customer service and a company that does not lie to you, go somewhere else. On two previous moves I used the guys with the yellow trucks and the customer service was excellent! Next time I'll use the yellow trucks as they stand behind what they say.
Owner apparently arrives late most days-talking to other customers. Opening was posted for 9am, he arrived at 9:10. Then he couldn't get into the rental system on his computer which put the 3 of us that we're waiting well behind our schedules.
Call center employees need training on what is available at each of the various facilities. I was told I could buy trailer hitch items at the U-Haul site where I was to pick up the cargo trailer. Turned out the site I was using was a bare bones facility that did not have any of these items. I used my own 1 7/8 trailer ball which worked OK, but what if I didn't already have that? Underinformed employees at call centers have been a problem for me with other businesses causing inconvenience to me as well as the business. If a company wants its public interface to be with an off-site call center instead of the facility that actually provides the service, call center employees should be apprised of what's available at each site.
I liked the fact they were open for a few hours on Sunday, close access to hiway & near gas stations to fill up before taking back. Perfect location
There was damage to the back left of the truck when I first picked up the rental truck. The man at the counter was frustrated and seemed he hated his job but come to find our he had a sick son and the computer crashed earlier that morning. Before we left, he was friendly and professional.
They were over an hour late opening, leaving 12 people upset, frantic & scrabbling to figure out what to do. Many of us were put so behind schedule movers didn't get started until hours later in dead of heat( which we were under severe heat warning). He acted uncaring unprofessional and lack of concern or responsibility ?? his actions. I will not recommend him nor you all to any of my friends and family this is the second time this has happened and I'm just fed up
the truck was not clean in cab or bed- windshield was terrible.
My experience was awful. I arrived at the store at 9:00 a.m., and no one was there and there were about 6 people waiting. We waited and waited and everyone decided to call corporate about this situation. We were told the employee was on his way shortly - he didn't show up until after 10:00 a.m. I had people scheduled to help with the move and we were still waiting. All he said was he had a "family emergency" - now wouldn't corporate know that so they could send someone else ON TIME!!?? He was the only one there and we still had to wait - I already had a reservation that I called in on Tuesday, July 21, 2015; so everything would be ready.
The truck was given to me with barely enough gas. I got my truck and it showed 3/8 amount of gas!! Really; you all couldn't have more gas in your trucks when people pick them up???? That is terrible customer service.
I brought the truck back with a little more gas in it than I was given. No compensation for that!!? Plus with the terrible customer service!!! I am not happy about this situation, along with a lot of others.
There were a bunch of cardboard boxes in the back that I had to move before I could use the van. It would have been nice if it would have been empty. I had to load and unload them twice. Other than that it was a great deal and easy to do.
Manager was 10 min late to open on Friday, July 24. Three customers were waiting.
Excellent experience. First rate.
Great equipment and service!
Charged us for cleaning the truck. When the truck was flawless. Will never go back to arrowhead storage. And we're moving again in 45 days. You lost our business.
The man was by himself and was far to busy to be working by himself which caused about a half hour wait. Other than that it was fine. I had the truck for approximately 3 hours and felt the fifty some dollars that I was charged as well as the gas was excessive.
My reservation was for 11, Neil Rose had a sign on the door be back at 11:30, he did not arrive until noon. I had movers waiting at my house. Neil was unconcerned about not being at the store at 11 and told me to contact uhaul that it wasn't his problem. He gave me a truck that had less than 1/4 tank of gas. He did not do a walk around of the truck or give any drop off instructio. Then charged a $25 fee for not folding the moving pads...it was raining and the pads were wet
Man running it there was rude and very short with me regarding questions. Will not go back. Restroom had fecal bacteria around the toilet, place was poorly maintained.
The person who 'helped' me gave poor customer service. He hurriedly got me out the door and stayed on his phone the entire time I was getting checked in.
The person who operates this location arrived late and did not welcome us the person who set of the service was very rude and impersonal, when i asked him for assistance with clearing out trucks that were parked in front on mine he had a bad attitude and seemed irritated the whole time . when i arrived back to close out my receipt, he said ''he had other things to do in need to backs to work'' he a terrible attitude i would not recommend this location.
If the people checking customers in would treat them a little more pleasant... Like they are customers not just a thorn in their side, that would have made our pick up & drop off better. Moving is stressful enough without being treated like just a number .
long line. somewhat expected. express check-in doesn't help because there is still only one line.
They tried to charge me for services I didn't use. They were also understaffed and at one point left the building in the middle of the day to attend to personal matters leaving a crowd of customers waiting outside. Very unprofessional business and the truck I drove I thought was going to break down on several occasions.
Dropped off on a Sunday while closed.
Received this trailer with a missing tie-down which made my move more difficult. Discovered during my trip that one of the tires had a large chunk of rubber missing. Guy who gave me the paperwork didn't even help us hook up the trailer ;we had to figure it out ourselves.
When we made the appointment it was for 7 am and when we got to the place no one was had to do the reservations over the phone . I only had it for 4 days and was chartered for 5.
Lots of room to pick-up and drop off.
The guy did not come into work. He had a sign that said he would be back at 3 but he wasn't and had a line of angry customers. The lady on the customer service line told me to just leave the trailer so I did.
The pick up and return were simple. However, when I got my receipt in my email the next morning I saw that I was charged for a second dolly and cleaning fees even though we swept out the truck and made sure it was cleaned out. They ended up refunding my money in the end. Overall I would give it 4/5 stars.
I dropped the trailer off (a day early) during business hours. The guy sitting at the desk in the office said to just leave it and the pads somewhere in the lot. The next day I got a voice mail from U-Haul asking when I was going to return the trailer because they had somebody that wanted to rent it. So I called back and after a long wait talked to someone who basically said "don't worry about it". I called the location I had dropped it off at and they said pretty much the same thing. So, as far as I'm concerned, you guys have a terrible system where the customer has no proof they dropped the trailer off, then you call them asking when they're going to drop the trailer off (which they already did). So, now the customer is very confused and concerned that you guys think I still have the trailer and I have no proof it's been returned.
Was a little nervous when my 15 ft truck that I had previously reserved was not available. Was replaced by 20 ft truck. It ended up working and it was ok.
It took over an hour to get the truck. There were at least 20 people in line and only one person checking people in. In addition, I had reserved furniture pads and a dolly but didn't get them since they didn't make sure to have enough on had for everyone. Also, the lady checking people in wasn't very friendly or engaging with the customers. The office was dirty, lacked sufficient seating for waiting customers and was cluttered.
Get a new owner. The current one is an asshole.
I am highly upset with this location and service I returned my uhaul with the exact same amount of gas as when I picked up my truck and they still charged me money for gas if this issue isn't resolved I am filling a claim
Such smooth going return process...awesome!!!
Van smelled badly of smoke, I have an allergy to smoke. I ordered furniture pads online, location did not have furniture pads, this should have been indicated when added to my order. The day of we were scarmbling at thrift stores to find extra blankets to pad our furniture.
It's a new location can't wait to see what they do too it. There so much room inside.
Trailer had an unpleasant order.......
We just dropped our UHaul at this location and it was after hours, so we didn't interact with anyone.
We rented a 4x8 trailer which looked to be older.
Everything about this place is poor and crappy. While he hooked the trailer to my car, he scratched my rear bumper. He rammed backward to repark my car and then punctured my tire. He didn't even pay for the damages he made on my car and denies what he did. He only paied for parts of my tire. He was extremely being rude to me.
The rep that checked me in was fully customer oriented like people that deal with customers should be. He made sure i had everything in order to check the rental
equip in. I would recommend him to anyone, anytime
The trailer was filthy on the inside and stunk tremendously. We could only have our things in it for 15 minutes at a time because otherwise they would have absorbed stink that would never go away.
They were very professional and although busy kept everything moving.
Extremely slow pick-up service. Lost over an hour of move time waiting in line to pick up truck. It was like watching a couple's bridal registry. No need for chairs and comfort. Let's keep it moving and check people out. Time is money.
The location was closed at 1pm on Saturday so there was no one to accept my keys. They did not a phone number to check and see if they were received.
Need a second computer for check in.
drop off site no contact. easy access lot & very easy to get large truck into
I reserved a 17 foot truck with the owner on Monday and ended up with with a 15 foot truck on Saturday. And it took an hour of standing in line to finally get the truck. I had the worst experience ever on a Saturday when you have friends waiting on you to help for free.
Arrowhead Storage has extremely poor customer service. They had 2 people working and only one Pc to check people in. When I was fully checked in the employee handed me the key to the truck and informed me that the truck was out side and how I could find it. Employee did not go over how to use the equipment, look for any new damage to equipment, and verify gas and mileage. When I returned the equipment the employees were holding a conversation and did not focus on the customer. When the keys were handed to the employee they said we will email you the final total. They did not go to the truck to check gas or mileage while I was there to confirm that it was correct. I will never go back to this location due to the extreme poor customer service that they have! I chose this location so I would not have to pay a large amount in mileage, but I will go to a different location next time.
Like the "drop off key" option. It really saved me precious time.
This location had the best 10' truck I have ever rented. The brakes and steering were excellent. The service was excellent, very quick and hassle free. I will definitely keep this location in mind for any future moving or hauling needs.
Parking is a big problem to pick up.
Paperwork was very easy. Earlier opening would have been helpful but service was great.
Check in process took 45 minutes... there were two people in front of us. The truck was missing a muffler... so I still have ringing in my ears from the noise.
The trailer tongue did not lock properly on the ball. Several attempts to engage the trailer to the hitch.
Fix the trailer tongue so it properly engages the customer's hitch.
I was giving no instructions. They did not tell me what to do if no one was in the office to drop the keys off. I felt like they handed it to me and said go.
So many errors occurred because of Uhaul. Firstly, please make the drop off day available online. I needed the Uhaul for 1 week, but was only given two days with no option to extend or change the dates online. I have no idea why you wouldn't allow this change at the point of scheduling. Don't you want to know the true amount of time a van will be spent with a customer to estimate both the equipment that will be available at any given date as well as the ACTUAL cost/revenue to your company? Secondly, because I could not schedule the extra days online - I chatted with customer service at the time of scheduling online to find out procedures. I called customer service after scheduling and the actual Des Moines location so everyone was aware what day I would need to return the equipment. I also confirmed the dates when I was called when the equipment became available. At pick-up, I found that Uhaul made an error on the date of drop-off it was listed for two days earlier than I had requested. I pointed this out when reviewing the paperwork before leaving the location. The representative assisting me said he was changing it in the computers, but it wouldn't reflect in the paperwork because he already printed it. THAT IS THE LAST TIME I TAKE ANYONES WORD FOR ANYTHING!!! I called the Uhaul location a few days later to confirm they were aware of the date of drop-off and they said those two extra days were not added in the system and I would need to pay more, but they would transfer me to scheduling to schedule it. I scheduled the extra two days and confirmed that it would be $40 a day extra. Uhaul did nothing to comp me for this poor customer service, other than saying it would have been the same amount either way. It wasn't my problem - I have been so proactive ensuring this error didn't occur, I don't know what else I could have done.
After many confirmations that it would only be $80, I returned the equipment early afternoon on May 23rd. The drop-off location is seriously only open for 3 hours a day. So, I called customer service to find out how I should pay for the 2 extra days. They said to call the location when they open. I did call (every half hour) of that three hour window on Sunday the 24th with no answer by the location. Then magically, my card was charged with - get this - six extra days for a total of $240 instead of just the two days. Believe me you will get horrible reviews from me and I will make sure no one I know ever uses Uhaul. You could have made this right and I would have indicated so in my reviews, but your customer service was the worst I have encountered in such a long time. Way to go Uhaul.
Only had one person, long line. Took me about 40 minutes to turn the truck in.
Owner was 20 minutes late, store was locked at pickup and drop off (before end of business) and provided no apology other than saying he hasn't seen the reservation. I was also charged a fuel fee despite gassing up lless than a mile away. Equipment was perfectly fine.
Attendant was very courteous. My opinion there should have been a second person there. We did have to locate our own truck. No big deal. Overall a great experience.
We only had 15 miles. Thought I was overcharged.
The rental place was clean and well organized, and the rental yard was clean and well stocked.
When I called to let him know I was running late, He was super friendly. When I got there, He was at lunch and asked me to leave the truck with the keys in it. 3 weeks later I received multiple calls from U Haul asking when I would like to return the truck. This was stressful. I guess its not his fault, but I don't know since U Haul NEVER contacted me to let me know that it was fine. The day I received this email, I also received a confirmation. Almost 4 weeks later.
It's unclear where the office is for pick up/drop off. The gentleman running the location was very friendly and accommodating. It seems like he's the only one there and he has a huge stock of trucks.
I have had to spend time to get billing fixed. I received the truck on Saturday but when I reached my storage unit there was a Appliance, dolly and a 2nd dolly in the back of the truck which I didn't ask for. There was also about 20-25 furniture pads that were in the back. It was a pain to continuously move this equipment around when trying to load the truck. I called to make sure I did not get charged for the equipment but when I received my bill I was charged. Not happy with having to go through this mess when I'm in the middle of moving.
When I arrived for my reservation time, it was apparent that the facility had overbooked the number of reservations for that time slot. The office building was not big enough to accommodate more than 2 clients at a time. They did not have my appliance dolly, as reserved. When I inquired about my guaranteed $50 for this inconvenience, the owner (?) of the facility became very rude and would not provide any definite answers about how/when I would receive the money. All in all a poorly run facility.
when I called to get the total charge they over charged me by 121.3 miles. The man Dan or Don was disrespectful when he offered to transfer me to customer service. He said they are not going to do anything about it either. I was satisfied when I picked up the truck except that they were only open from 10:30 until noon this particular day. Had I not called he would not have told me. The lady that was in the office must have been being trained as well because he was telling her what to type in. and their son or just a child that was with them was running around the very tiny office and climbed in the chair my husband was going to set in. I rented a truck from this same location in January of this year and I was totally happy, but not at all this time. As if I am not already struggling with life I now am being robbed of my money. I will not tell people to go to this location as a matter of fact I will an already have complained to my family and a few friends about it.
I had an awesome experience ... No improvement!!!
Didn't have correct equipment on arrival, had to drive out of my way to get an appliance dolly,even after placing my rental order a few days before ..overall very poor experience
The line for the 0900 time was way too long and took them a while to manage for some reason. This should not have taken 45 minutes as there was only 6 customers. Set us behind for the day do make sure you plan better than I did. I'd suggest being there at 0830 to be the first in line. Truck was clean and worked like it was designed and the employees were nice.
There needs to be more of a waiting area. There were people standing outside when we arrived. I understand that there was a new person training but it took us over an hour to get in and checked out. Our reserve time was 9am and I had express checked out my vehicle when I reserved it but still had to go through all of the steps. Other than that the customer service was friendly. I would use this location again
Service was poor. Very unfriendly, made a mistake on my bill.
Location was a little hard to find, but otherwise ok.
Does not open until 9:00, be nice if earlier
Only suggestion would be to have two people on site on Saturday mornings when there are a lot of reservations
Only issue was when I dropped off my rental at 2:45 PM no ne at office I waited 15 minutes and used the drop box. My recommendation a Sign could be posted on door informing visitors etc. he would be back at whatever time he was expected back?? Not an issue I used the drop off box But I would of preferred for someone to do a visual check of the rental after I returned it and I was present???
Everything was great I would however recommend brake check on the moving truck the brakes felt weak. Thank you.
Did not need a storage unit, therefore, we did not use it after all. Thank you.
Neil was very nice and responds to emails quickly/professionally. He even let us move in after he had already closed for the day. The u-haul website however did NOT have the correct prices.
Didnt end up renting from Arrowhead. After loading into our truck we realized we would need a bigger unit. Arrowhead didnT have anything available. They were very nice and recommended other locations.
Although they didn`t have the size of unit I requested I was provided with a larger unit and given the price of the quote.
Newer, secure, clean facility. Seems to best best value in the general area.
facility is modern , easy to navigate,entering and exiting easy , seems very secure. staff was friendly and easy to work with.
I had one reservation but when I was reserving in the process of using IE it reserved twice. However upon check-in Stg knew this so must repeat very happy with the service.
Convenient location, very friendly polite personnel. Ease of access. Very happy with the process, would definitely recommend to anyone needing to store something.
Everyone was very friendly and helpful. Unit was nice and clean.
Very nice manager, clean facility with good lighting. I wish all storage places were like Arrowhead!