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STEVEN ZCustomer Reviews for U-Haul Moving & Storage of Decatur
Testimonials From Recent Customers
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.
Great staff, great location!
MARTIN HI Would've Gave You Guys 5 Stars But You Guys Didn't Have Certain Things That I Needed In stock Which Made My Evening Very Stressful On A Hot Day Sorry But Not Sorry.
MALCOLM HNothing
David ZVERY NICE PEOPLE
Jerry HVery good
JOHN ADidn't see any personnel. No issues.
Leslie HCustomer service at the counter was pitiful. Employees were not even able to talk loud enough to be heard. Everything had to be done on their personal phones. Poor cell service made it even worse when returning the trailer.
SCOTT RFriendly staff attached a vehicle transport trailer to the hitch on my Jeep Grand Cherokee. The trailer was in excellent condition with all lights working well and a properly functioning braking system. It worked well for transporting my vehicle, and the return process when I dropped off the trailer was fast and efficient.
DERIN RThis is the third time I have rented from this location. It will not be the last. Staff is friendly and make sure I am taken care of. Equipment is in good working order.
Lawrence GI rented an appliance dolly on Wednesday the 5/21/2025 around 4pm and returned the dolly same day around 7:45 pm. I received a call 2 days later on Friday 5/23/25 at 10:44 am from an employee name Free, telling me that I haven't returned the dolly. I told the employee that we returned the dolly same day. I requested her to look into the video footage and let me know. For one hour I didn't receive any call. So, I called her back and asked her, did she look into the camera, she replied in negative. Half an hour later I called her back to check the status of the dolly. She told me that they didn't have the time to look into the camera footage. Finally, I received a call from an employee telling me that the dolly was returned same day. The movement was so embarrassing, that I kept calling them, but their efforts to look into the video footage was very slow. VERY POOR CUSTOMER SERVICE.
GULSHAN RI am totally satisfied choosing your storage location to store my items. I may have to have access to my items after hours but as of now I realize that I don't. It would be important to that to be able to access it at any time.
danny w | First ImpressionsPleased with whole project .. pickup and delivery
BILL AGen Manager Latrice was very very helpful!!
WILLIAM HNo improvements, everything was great as expected!
PAUL FDon’t have 100 pound workers try to lift a 200 pound tongue trailer off of the hitch by hand. The customer will inevitably help which could be dangerous. A trailer tongue dolly should be readily available to make the lift on and off the tow vehicle.
ARNOLD JMs. Skinner was an excellent representative for U Haul. She was knowledgeable and very pleasant. It is refreshing to see customer service at such a high level.
STANLEY MI think the customer service was excellent. I will be back. Thank you
SAMUEL JLatrice and one other young lady was very courteous and helpful. They went above and beyond my past experiences
LAURA C | Overall ExperienceAlexis did amazing job on getting my reservation took care of and helped me out with storage units and trailer.
Jonathon C | First ImpressionsEquipment was in excellent shape and looked well designed and maintained. Took about 10 minutes to get trailer paperwork then I hooked-up the trailer and drove up-to front for agent to take picture of it connected, then off I was.
JOHN GThe guy working gave us the wrong trailer. Went back in a told him and he gave us a different trailer number. Went to go find that trailer and it wasn't anywhere in the lot. The third time I finally got the trailer. Lazy employees
COREY DMy experience was absolutely terrible with the Decatur UHaul. When I went to drop off the pod, the two workers did not know where to put it, did not know the code to get into the U box storage. I then told them that all I was concerned about was that my pod was inside until it was picked up and arrived on my arrival date. I get a email. The next day that my reservation has been changed in my pod will be arriving late. The workers in Decatur edited my reservation, even though there was nothing I needed to modify. I then called and explained the situation to Joe and he said “sorry guarantee is just a word we use. We can’t guarantee that the pod will make it by that date.” I proceeded to ask him to please see if the third party shipping company could add it to their pickups since Decatur is the one that messed up timing with them when they edited my reservation. He said there was nothing he could do so I called corporate explained the entire situation to Diane which was so nice and helpful but it was closing time and she told me to call back at 7am the following day and ask for Sean. I did and he placed me on hold to look at my reservation and transferred me back to Decatur even though I already explained the entire situation to him that Decatur was not helping me so that was super frustrating. I was in transferred to Latrice who I talked to you the day before in which she said she would call me back and never did. This time I asked her to please figure out my reservation and call the third-party shipping company to get my pod back on track since there was a guaranteed date and it was changed when Decatur edited my reservation for no reason. She said she would call me back however two hours later I had to call her back and ask the update. She said sorry nothing we can do either then always basically like you’re going to have a resolution. I have movers on the following day of the guaranteed date, so I’m going to need you to fix my reservation since you messed it up. She then says OK let me call back the third-party shipping company because they weren’t very helpful the first time so I will ask for a manager this time. I said great, give me a call back when you get off the phone with them. She said absolutely. Two hours later I gave her a phone call back and she says that the pod has been updated and is expected to be picked up and delivered on the original delivery date. I then asked her if I would get an email with this update and she said no so I said I will call back the next day to make sure it is actually getting picked up The next day, I call back and and it still hasn’t been picked up all day and Latrice is going to look into it, but of course never called me back and went home for the day. I called corporate and talked to this nice man named Jim and he said it is looking like the delivery date is back on track and explain to me that that day was the first day the shippers could pick it up however it doesn’t mean it will be late if they didn’t pick it up today. So I track my AirTag and it does get picked up the following day and is on its way to my destination. Overall, the pod made it to the destination by the original delivery date. However, the amount of stress this has caused me is absolutely insane, and I will never be using U-Haul again. And also, I will be making a TikTok about this experience because I want others to know that you will get shit experience at U-Haul in Decatur Illinois. I would highly suggest you listen to all of the phone calls that you recorded to see how many times I had to call and how unintelligent your workers are in Decatur. One more thing, I booked delivery with unloading through Uhaul with North Wind Movings as my movers and I would highly suggest you remove them from your recommended list because they ghosted me. They reach out when I paid them/booked them and that was the last text message I ever received. I emailed, called, texted them multiple times a week before my move and there was no response. Which also caused stress I will leave this by saying the Miami location where my pod was shipped to, NW 7th Street, was absolutely incredible. Ivan helped me load up my pod and was very intelligent and friendly. Do I think I should get money back? Absolutely this entire experience has caused me a lot of stress and energy.
jade fEmployee was not very friendly as usual. Did not tell us where the truck was on the lot which was the farthest one from the office. Not friendly when we returned vehicle either.
JACQUELINE LWe are frequent customers. Will use this location often.
TAYISHA NWe spent the time to hook up three trailers before we found one that had working lights
JACOB BGot billed for 100.00 and didn't use the truck and took the truck back and was billed for 44 miles when I didn't drive it anywhere want my mommy back poor severe
JANICE NThe lady there was absolutely amazing. Man I forget her name. I wish I knew her name. She has an amazingly personality and I think maybe her name starts w an L
CADNEY EWhen I asked the clerk in Decatur what it would cost me if I needed the trailer for another day, she told me that it was $18 and some change, when I brought it back 4 hours late I got wacked with a $61 penalty, almost 1/2 of the two day rental - sharp practices ripping off customers
WILLIAM HI love doing with Latrice.... She always makes everything so easy love this location love this location on Pershing ... Couldn't be more pleased and can't wait to rent again
THOMAS VThe staff were super rude. They didn’t have the dolly i reserved. I told the lady that i need the appliance dolly or the truck reservation would work for us. She was like “you can call around and find one” instead of finding one for me? No apology? No communication. Overall typical african americans being lazy and worsening reputation for a place.
MOHAMMAD TThe lady Latrice who handled the rental was excellent. The only issue was the lack of wiring harnesses for the trailers.
BRIAN SUnderstaffed for Saturday morning. They tried hard but were overwhelmed training 2 and 2 trainers.
JOHN MI have a storage unit at this location. This location is always very clean and professional.
Timothy FPlenty of help getting and returning truck. Thank you for a very easy process.
Thomas WIt was very expensive for such a small unit but everything else was great.
SHANNON W | Overall ExperienceThe young men greeted us kindly and were extremely polite and helpful.
KAREN CWe always have a great experience with the folks at this location. Very helpful and friendly!
WILLIAM Hthe girls were very helpful and polite. thank you
RICK AThe staff at this location are the best. They are always fast and friendly. I live about 45 minutes away, but prefer to drive to this location rather than closer ones.
Anthony mI was charged an additional charge and never got clarification as to why. I was given 300 miles and only used 183.5. I was charged as if I went over my miles.
GARRICK SExcellent customer service once I came into the store. Before that I had to call 3 different times to try and make a last minute reservation and the truck had mud and dirt on the outside and had cracks and the dash was falling apart the steering wheel was very worn. I needed it for short time use but definitely would not trust it for a long haul. Clean the trucks more take pride in the employees that work there had 1 lady there to run the whole thing she was trying to keep up and doing a good job but just needed an extra hand to get people going faster.
JEFFREY RVery nice to just pull up and drop the truck off. Nice facility.
Clayton SThe customer service was terrible, the workers attitude was very poor and they seemed to be having a bad day and it showed in their work the overall service was absolutely unprofessional and that’s unacceptable, if your not a professional people person then why take a job with the public. I give the 0 out of 10 unfortunately that’s the only productive U-Haul facility in Decatur. #DoBetterPlease
DEARIAN LTrailer did not have working running lights which resulted in me being pulled over.
Jeremiah KNeeded a appliance dolly, and showed up as they said sorry no more appliance dolly’s they all got taken on reservations, as i reserved the truck and dolly two weeks in advance.
MITCHELL BThe van I rented was in great shape, as it was new. However, the dolly I rented was broken and bent, but usable. The furniture dolly I used was difficult, as the wheels didn't really want to roll to well. None of this equipment or things I purchased were ready when I got there, the attendant working had to track/find it all and get it ready and put it in the van.
Scott RGood customer service.
JACQUELINE LEverything was perfect staff very helpful
MADELINE FVery friendly Customer Service Agent.! Quick hookup. Would use again.
DAN FTreated well and they were very polite.
EDWARD CWhen I arrived from another state the equipment wasn’t available had to drive another 80miles round trip to retrieve another trailer and the wheel crank straps were rusted and damaged
GEORGE BNo complaints
amy w | First ImpressionsFrom time to time I need a small truck to use locally. Uhaul meets that need very well. The app makes the reservation process easy and predictable. When I arrive at my local store, the process is quick and easy.....
JAMES LThis was the first time at this location that I received good customer service. I will remember this and cherish this memory
DARREN SEasy pick up and easy return after hours
Panna STaylor and Freddie were absolutely amazing
MICHELLE WFantastic customer service!
TIMOTHY SVery professional and helpful. Great location. Will rent from here again
MARTIN HI know that I was late on making payment but that don’t give them the right to go through my things and take stuff out my storage
Angela C | Overall ExperienceThe staff was friendly and knowledgeable!
Rose B | First ImpressionsEmployees were friendly and helpful
Thomas U | Overall ExperienceI was accused of keeping the truck for 2 days and I didn't even have it for 24 hours. Then they accuse me I'm not putting the gas back in which I had more gas in there than I started with luckily I took pictures so I bought it that extra $80 they was trying to get out of me. Then I was paying my card and something they did in that store froze my card up and they tried to charge me an extra $20 late charge because of something they did. I'm a very dissatisfied customer
Carla C | First ImpressionsClean and well kept facility. Easy to access with friendly staff to assist. I would recommend. It’s the nicest storage in the Decatur area.
JOSEPH S | First ImpressionsThank you for keeping my treasures safe and secure! I’m so over the moon to have them in my home now! It was a pleasure and your staff was amazing!
Marcia E | Overall ExperienceRight now, both overhead doors are not operational. If it were winter, it would be a huge hassle
Julie M | Overall ExperienceYou don't want to hear what I think of U Haul.
DAVID R | Overall ExperienceStaff were friendly but the indoor facility was not secure ... Doors opened without code and there had been a backup from the floor drain in front of my unit, and there was water on the floor inside my unit that made it a dirty environment When I went to clear everything out last week.
Tamara M | Overall ExperienceGeneral Manager,Kerry Damm @ Pershing Rd, Decatur, IL U-Haul Center is amazing on numerous occasions. Thanks
CHRISTINE S | First ImpressionsPrice increases prompted me to find a more economical option
Robert E | Overall ExperienceThere could be air in there
Emma S | Overall ExperienceKerry was very helpful and enthusiastic she answered all our questions and concerns and was very knowledgeable about everything very helpful and would recommend this location
Alize H | First ImpressionsI was so happy when U-Haul moved into the old K Mart. That corner looks so much better. I have had great service on storage and trailer rental. Keep up the good work.
paula l | Overall ExperienceNo directions how to get to the unit, was given a incorrect access code, ended up having to pay help twice as well as twice the money for the uhaul since I couldn't unload it right then. Thos whole experience was a complete night mare that cost me more than $500. By the time it was all said and done. Never again.
Alicia H | Overall ExperienceKerry was great very helpful and informative
gregory L | First ImpressionsI trust the staff and the facility completely. I've been there since 2021. It's climate temperature controlled facility where I'm at, with top notch 24 hour security. I feel , y stuff is safe there, and it has been. That's what matter the most to me. 24 hour hassle free access is amazing for the hours I work. 😁
Kelly h | First ImpressionsVery respectful and helpful
steven r | First Impressionseverything was good
Charles c | Overall ExperienceGreat
Rosa L | First ImpressionsEven though the person was great and very sweet. She needed to get proper training. She explained she was New, the other person that was working didn't even try to help her take of me. She had to call the manager and tried to work over the phone. The other person was busy helping others, but when she free she said I have worked 30 minutes and I have to leave. She didn't even tried to help. I don't blame the person who was checking me in, it was the other person working she could have walked her through the process without having to call the manager at home. But, as I said the person was very nice and polite.
NICOLE B | First ImpressionsThey are always helpful and extremely friendly. I love this location. It’s the only one I frequent.
CHAMBRIELLE E | First ImpressionsExactly what I was looking for.
James P | First Impressionsvery helpful Got me fixed up quickly with what I was looking for In storage plus reserved truck for moving date
Charles c | First ImpressionsVery professional and courteous. Great security and competitive prices.
John P | First ImpressionsDue to my busy schedule, notified well past my due date, that a payment was due. I'll never do business with uhaul again. When I called for something, I was immediately put on hold.. I walked in and made a call, the woman behind the counter was not busy, and still put me on hold... Some customer service?? Huh? I will be passing the word about the crappy service ...
Mark M | Overall ExperienceMy access code never worked. Changed it several times and never work during check in. Return to empty unit access code still not working employee change it and that didn’t work either. No access after hours
robert j | Overall ExperienceAll staff went the extra mile for service
John R | Overall ExperienceStill having issues with pass code employees not sure why it not working but is looking into it
robert j | First ImpressionsVery welcoming and well maintained environment. Friendly customer service and very efficient timely fashion
Jimmie T | First ImpressionsEverything as great. I would recommend this u haul storage. Had no problems. Reason I moved out is because I am using a U box to move stuff to FL.
Rob E | Overall ExperienceExcellent Service, Manager very helpful!
WILLIAM D | Overall ExperienceA few more carts for the storage area would be welcome. If there are multiple people accessing their units, you end up having to carry single items into the building
Bryce H | Online Move InHelpful, courteous staff. Reasonable pricing. I would definitely recommend this location for temporary storage needs
Fred P | Overall ExperienceI had to keep my storage unit quite a bit longer than expected. During that time, there were times when my finances were very lean. The staff was great to work with though. The unit was climate controlled and my belongings held up very well there. If you need a storage unit, this is a great place to go!
Deanna D | Overall ExperienceEach employee from the start of my storage to the end was courteous, friendly and helpful.Thank You
Jill H | Overall ExperienceI reserved a 5 x 5 x 10 and gave her a credit card number on the 9th of November. When I moved in on the 11th, the agent at the desk could not find my reservation number 760075-00108682 and said there were no 5 x 5 10's available. A bigger one for 59.99 was open and since i'm 78 and had hired a guy to help me I was put on the spot so I said yes but just until a 5x5x10 comes available. I think UHaul should honor my original reservation and let me stay in the unit for the 39.99 price or move me because they messed up. I would have to pay someone again to help me.
Sharon B | First ImpressionsI had my units for one year. The staff was great as I didn’t always have payment on time. I knew my stuff was taking care of. I had two units inside. One was all my important stuff. When we unpacked that unit we found three adult cockroaches. So far I have seen no other signs of them. But I had an exterminator spray anyway. That expense could have been avoided if the facility was sprayed more often Otherwise very happy with uhaul.
Amy S | Overall ExperienceOverall good experience.
Domineke D | Overall ExperienceThey could use more carts for customers in the storage facility. There were more there at one time.
ANDREW H | Overall ExperienceThank you so much! I just needed storage for a short while. So convenient and staff was always friendly and helpful.
MYCHELE B | Overall ExperienceCustomer service was great the young lady there was awesome
Albert S | Overall ExperienceGreat customer service. Staff was always nice and helpful. Most definitely would recommend to others. And will be back if needed
Erica L | Overall ExperienceGood price and helpful staff. The reason I left Storage Masters was the rude office man. Nice to have a place that is clean and helpful.
Patricia B | First ImpressionsThe staff was very helpful with scheduling, extending, storage options and equipment return. They made it easy!
Ralph S | First ImpressionsRecently no carts available and I would be the only person there. I'd have to buz to get someone to find 1. Temp control was a joke 90-100 degrees I would go in morning before it would get hot. The big slider door wouldn't work unless you put code in again. Example take stuff to car walk back to sliding door wouldn't open till put code in again at the 2nd key pad. The first 2 months I had unit none of the above was problem but the past 2 months not good. So I found another temp control unit elsewhere.
Jenny H | Overall ExperienceThe storage facility was great!
Holly V | Overall ExperienceVery nice place to store your stuff the workers are very nice and helpful the place was secured and clean
Anothony N | Overall ExperienceThe service at this facility is awesome. The staff is the BEST!
Anita W | Overall ExperienceThere was not a lock inside the unit like it said there would be but one was placed on it in the morning!
Lukah C | Online Move In2nd summer using this faculty very happy with the service and facility etc
Jodi B | Overall ExperienceI like the fact the it has 24 hour access to my unit and the climate controlled
Larry B | First ImpressionsGreat facility. Units of all sizes available.
vanessa s | Overall ExperienceVery happy
Sureshbhai P | First ImpressionsEveryone was friendly & professional, thanks for being understanding with my situation. The Manager is doing a great job, keep up the good work! Highly recommended.
ShaKia H | Overall ExperienceThis was my third time renting a unit from this facility. The office and facility are clean and well maintained. The staff are always friendly and helpful. I would definitely recommend this facility for anyone's storage needs.
Nina P | Overall ExperienceTruck maintenance
Renee D | First ImpressionsI kept my piano and some other stuff here in a storage locker for about 4 years. In all that time, there was but a single incident where I didn't lock the storage unit properly, to which I was immediately notified so we could rectify the situation. The facility is extremely secure, what with locks on the doors and an alarm system for each unit, yet still allows you to come and go as you please. Additionally, it is temperature controlled, which is what I needed for my piano. When I moved out, the piano was still in remarkably good condition despite being in storage for so long, so clearly there were few temperature fluctuations, if any. Should I or anyone else ever need to store anything, this U-Haul Storage Facility would be the place I'd recommend.
Andy B | Overall ExperienceNo everyone was very accommodating. Thanks.
Cynthia B | First ImpressionsVERY HELPFUL STAFF!
Anne D | Online Move InEverything was good except the lock I paid for was not in the unit and the lock they gave me wasn’t the one I paid for
Gage B | Online Move InI never moved in
Takia T | Overall ExperienceMy locker was broken into. I was not notified nor compensated forthe trouble.
Michelle C | Overall ExperienceYoung lady in the office who rented me the unit was extremely courteous and helpful!
Michael C | First ImpressionsThe staff was excellent, however I reserved a 5x5 ) bigger than we really needed for a college kids summer storage), I was unable to do early online check in for this unit( only available for larger ones) even though I had a confirmation number for a 5x5 it was not available when I went to move in. We had to take the larger 5x10 at the higher rate.
fred c | First ImpressionsThe staff was very helpful and patient!
Alyson B | First Impressionsgood
William Y | First ImpressionsVery nice and helpfu
Jodi B | First ImpressionsThe manager and staff are kind, courteous, and helpful.
Sheri L | First ImpressionsThe only suggestion I would make is it needs to be better lit.
DEBRA J | Overall ExperienceHad some hiccups on my move-in which I was understanding of. But it’s kinda funny this review is under Jordan’s name since he was the least friendly and accommodating of the whole crew. Anyway the facility still works for me and met my immediate needs so over all, it’s all good.
KAILYN G | First ImpressionsNeed more office help.
Jeff C | Overall ExperienceWell I seen the price for the unit I got which was 84.99. I go up and tell them what all I need and she tells me that the unit is $10. Cheaper. Ok so that would make it 74.99. nope 84.99. stop trying to rip people off. Post the right prices. And stop upcharging people.
Cheryl A | First ImpressionsOnly thing I didn’t like is that you guys said you would put a lock in my unit and there was no lock in my unit when I opened it. Of coarse the nice gentleman at the front desk supplied me with a lock. I am now satisfied.
TATIANA S | Online Move InCashier that helped me was very nice and helpful.
Erica L | First ImpressionsGreat Customer service fast and Friendly
Zachary B | First ImpressionsJordan was amazing.
Robert D | Overall Experiencethe only problem i had was the day after i closed my account by removing all my storage items, i was charged the next months rent. I would have thought that after removing me from the customer in the computer it would remove me from the billing program. maybe you need to revise the computer program that when i customer clses their acct, it would also remove them from the billing program, ty
terry t | Overall ExperienceEveryone was professional & friendly. Thanks :)
ShaKia H | First ImpressionsStaff went above and beyond to help me clear out my storage!!
Heidi H | Overall ExperienceVery helpful staff and easy to access facility.
Rodriques W | First ImpressionsMy code didn’t (and still doesn’t) work to disarm my unit which causes the alarm to go off every time I go there. It’s embarrassing and annoying. Also, there are roaches… dead and alive that I have seen on each visit. My lock was supposed to be in my unit waiting for me and it wasn’t.
Tiara W | Online Move InEveryone helpful and friendly
Kylie K | Overall ExperienceThank you for your respect and your kindness... I will come back... Thank you
Zina K | Overall ExperienceI use this U-Haul location often as I have kids in college that come home during summer. This last rental was for my uncles belongings - we rented largest U-Haul truck and 2 large enclosed trailers. I also rented the the largest storage unit available. The app is very user friendly and the staff is always kind and attentive. We found the unit clean and the right size for our needs. When we went to move the belongings we had found the unit had a leak in the middle of the unit which had destroyed some furniture with water damage and mold on furniture fabric. I was given information about Uhauls liability carrier to take care of the damage as the unit was to be leak proof. I will have to let you know how the insurance is handled but this far has been a great experience.
Janet C | Overall ExperienceOnly issue is the outside parking lot is very dark at night. Also it seemed like the heat was on all summer always hot air which was really annoying when you have to sweat while trying to load and load things in and out the storage. Jordan was absolutely amazing always took great care of me!
Sonya W | Overall ExperienceThe whole storage had roaches even the bathrooms
Hanna M | Overall ExperienceInside storage area Hot Temp!
SUE L | Overall ExperienceWas a good place to store my "stuff" for one year while making plans for a future move. All positive - no negatives for me.
JAY H | Overall ExperienceClean facility, excellent staff.
John R | Overall ExperienceFrom the manager to the customer service I would highly recommend U-Haul to any family ot friends! Extremely personable and knowledgable about their services. I have another unit at a different facility which has now raised my rent 4 times in less than 3.5 yrs!! Totally ridiculous !! Jordan Currie is the ultimate BEST!!
JULIA D | Overall ExperienceThis team went over and beyond on customer service
Stepheni H | Overall ExperienceJordan was excellent!!
Stepheni H | First ImpressionsMy brother rented me the uhaul that day but we couldn't get our free month!
Alex W | Online Move InStaff ignored most of the customers questions, needs and unable to to provide legitimate answers. Security services are very poor and not operating correctly. Climate controlled storage was not climate controlled at all. It's was 93 degrees Fahrenheit outside of building heat index and the same inside the storage building area. Only certain members allowed 24 hours access into storage area., Without answered to why? Very segregated and prejudice. False advertising...issues with U-Haul.
Eian P | First ImpressionsShould think about lowering prices!
NEWTON M | Overall ExperienceSecurity deposit wasn't given back in full
Steven W | First ImpressionsStaff was very helpful in the entire process as i have never rented a storage unit before.
Eliah Z | First ImpressionsTyvm
terry t | Online Move InI was unable to access the facility with the code given to me at check in. Staff present when I was there to move in was not very knowledgeable about how I could access the building closest to my unit. Both staff present acted like they could care less. I was told there was a lock in the unit. There was not one. When I went back to the lobby to request one, I was told they had none. I was given a lock about 15 minutes later. I was not offered or told carts were available to help move our belongings until I read a sign in the lobby after we were moved in even though a staff member saw us making multiple trips from the truck through the building to our unit. Overall, the unit was as I expected but customer service was very poor.
KIMBERLY M | First ImpressionsJORDAN IS THE BEST MANAGER THAT YOU HAVE HAD AT THE PERSIAN FACILITY LOCATED IN DECATUR, ILLINOIS
Suprina G | First ImpressionsI have used this storage facility since it was opened. The service and the personnel have always been great. Oh the storage unit itself is also great.
Paul J | Overall ExperienceGreat friendly staff.
Nathan B | Overall ExperienceDonisha was the first person to welcome us to Decatur. Her kindness and helpful manner set her apart. She also knows her job thoroughly and is able to quickly evaluate convoluted situations and offer appropriate solutions. We look forward to working with her again! :)
Heidi L | Overall ExperienceDonisha’s customer service, professionalism, and friendliness make her so easy to work with. I am in the middle of a cross country move, lost two pets this week in the process, and am living out of a dreaded hotel. Donisha was compassionate about my situation, and stayed calm and collected while I had a little meltdown. Donisha knows the products/services and was able to find a solution that best fit my complicated situation. She also sorted out my reservation that no one at uhaul (1800#, not the local office) wanted to assist with. I explained the situation and Donisha never got frustrated or lost her cool even tho my situation was convoluted and I was completely out of my mind. Thank you Donisha for making my day a little sweeter!
Heidi L | First ImpressionsThe staff that was in attendance was awesome. However, I tried to call customer support 2 different times and was put on hold for 30 minutes before my call was dropped. The customer service needs to improve.
Sean M | First ImpressionsYou guys were great
KIMBERLY H | Overall ExperienceJaden is great and I appreciate his help. He needs more people to help him.
Lesa C | First ImpressionsIf u get storage out before your due date should be prorated
OCTIVIA F | Overall ExperienceThe Manager Darrell is so easy to work with, he made moving during a stressful time easier. Thank you!
James E | Overall ExperienceJordan was very kind. Great customer service. He went out of his way to show me around and to show me how to use the key code pad to get into the storage facility.
CHERYL P | First ImpressionsI have to praise the staff at the Pershing Road Decatur IL U-HAUL facility. Everyone was professional and always willing to accommodate me. I want to especially mention Jordan, who deserves a management opportunity!
DAVID H | Overall ExperienceMy original storage unit was given to someone so had get a new one???
Marilyn W | First ImpressionsAwesome service!
jennifer c | First ImpressionsReceived email for due date didn't receive one for the previous month
RANDALL T | Overall ExperienceBut I won't return uhaul again .. told me it wud b 54.75 then they debit my acct an additional 21.54. Idk why but thats fine
Peggy R | Overall ExperienceI gave good ratings, but I did have 2 major issues. The first time I went to get some things out of my unit it was locked with a U-Haul lock on it. It was an error. The only reason it was an issue is because I was in a super hurry and very jammed up that day. It took extra time to get into the unit. Next, when I did get in, my stuff was soaking wet!! That was a huge problem, again because of my time crunch. Needless to say I was NOT going to put another thing in there. It was a maddening experience. I do think my experience was a rare and unfortunate one, that is why I am not giving a bad rating. I like that your facility looks very nice and so glad you took over the old rundown K-Mart.
paula l | Overall ExperienceThe reason I answered NO to #5 and #6 is because the facility needs to be fumigated very badly. I only had a storage space for one week, and I noticed cockroaches in my plants as I was removing my property from storage. Many more cockroaches came out of my furniture when I got moved into my new home. They were not in my property prior to being in the Uhaul storage facility and I had to fumigate my new home immediately.
JAMES J | Overall ExperienceThe facility is clean, easy to access and in a convenient location. Customer service is lacking. Called and was on hold for over 15 minutes and no one answered. Tried to rent on the website and the system locked up at the third step on multiple attempts and wouldn't advance to complete the rental. Went to the store in person and was assisted after a short wait. The staff are friendly and knowledgeable.
Nina P | First ImpressionsThe service was perfect. I’ve never had anything but a great experience with the staff and the product at U Haul. As a life long resident of Decatur, I am so pleased that U Haul moved into the old Kmart. The building looks great and the area is well kept. This business is a great asset to Decatur in every way!
paula l | First ImpressionsReally helpful and fast service
Michael C | First ImpressionsLove the room should have went with 10x15 but I made my choice work. Building was very well maintained. Love the fact you was given a new lock along with your unit. Love the inside unloading and use of carts. Love the access control to the building. Love the fact it's climate controlled.
Lawrence H | Online Move InThey gave me the wrong unit, for starters. I found a charge on my credit card even though the first month is supposedly free. There is a box of poison in each unit, and it concerns me that you have a critter problem. I plan on moving out very soon.
Terry H | First ImpressionsBecause as I ask for more time ,the worker made it so I could get more time. And that is putting customers first,I love service like this one,Thank U
LOIS S | First ImpressionsI paid for a secure unit for several months from day one the alarm did not work on the unit. Multiple times the shop guy was in the building smoking.
Cory J | Overall ExperienceClean and well lit facility.
GREGORY P | Overall ExperienceJordan was amazing I called earlier yesterday about 11am and spoke to John and I told him I moved out. He said he would check and send me an email he never did and I was due to pay on my storage the next day!!! I called back around 5pm and Jordan answered I told him my situation he promptly went and look at my unit saw I moved out. He immediately moved me out and sent me a move out receipt to my email!!!! Thanku so much Jordan great customer service 🙌
Latonya W | Overall ExperienceThank you for making my moving experience easy and stress free!
ALLISON L | Overall ExperienceThe customer service that Cadean gave at the Pershing location in Decatur was amazing and I would recommend anyone to go there. He went above and beyond. Showing me where my storage was and how to use the key pads to get in after hours.?
CHERYL P | First ImpressionsExcellent staff. They were polite and helpful.
ed y | Overall ExperienceReceiving invoices has been challenging.
Dream C | First ImpressionsDecatur Il u haul staff is the best in town! I love the prompt service you receive with a nice voice welcoming you too uhaul as soon as you enter the door. I recommend uhaul too everyone I know who be in need of a uhaul or storage.
SHIRLEY P | Overall ExperienceVery professional
Maria E | First ImpressionsLove this place, everyone is great here.
Achim L | Overall ExperienceUhaul was very good to us and we would use them again if needed!!
Sandra R | Overall ExperienceI was happy with the help i got. Very good place also very clean inside il give 5 thumbs up guy's
Antonio M | First ImpressionsEntire staff is super friendly and knowledged in all areas of the facility. Will use the storage facility again if the need arises and will definitely use the equipment/trailer rental services again. And great prices on the quality storage boxes, by the way!
donna v | Overall ExperienceThey were good and thoughtful and work with me with my situation. Two thumbs up
Roger D | Overall ExperienceDarrell, your guys were awesome here and so helpful. Thank you much!!
Achim L | First ImpressionsVery clean, very friendly staff, they were easy to work with on settling up my past due fees. Thank you.
Jennifer T | Overall ExperienceI stored a mattress and box springs for more than a year in climate controlled and they still smelled like new. Awesome!!
Anita Q | Overall ExperienceIt cost me a great deal of unnecessary money. The guy refuse to give me the key to storage and the truck he said I can get the storage key when I’m finished with the truck. Well when the loading was finished it was closed which cost me 159.00 more dollars to hire new movers to unload the next day. I was given a storage inside at the very end very expensive lesson never again uhaul
marsha c | First ImpressionsVery helpful. Although it said the lock would be in the space it wasn’t but the gentleman at the front desk was super helpful. Asked if I had any issues with checking in and wanted me to know they were there if there were any issues to let him know.
Marybeth A | Online Move InN/a
Lashanda J | First ImpressionsNice selection of moving options. Super friendly and helpful staff. Will continue to use this location for moving and storage needs.
donna v | First ImpressionsProfessional, friendly & helpful staff. Clean, modern secure facility!!
Angela P | First ImpressionsGreat service
LINDA C | First ImpressionsIt’s not worth it they owe me 60 dollars I still never moved in storage yet I got the storage on 04/30
Patrice S | Online Move InGreat group of employees polite and helpful
Don B | Overall ExperienceMove in was easy, convenient and the entry/access procedure explained to my satisfaction. Further access has been simple and convenient.
Nelson L | First ImpressionsBeyond easier than i ever expected. Was a contactless after hours move in with a free first month and free lock with only a 7.95 processing fee. Maximum security and climate controlled with inside bays to load and unload to escape the frigid outside winter conditions. Never been happier with a storage process which is why i took the time to write this review
Travis T | Online Move InClimate control. Security.
Gaurang P | Online Move InMultiple charges were taken out on a truck rental so overall the business we did with uhaul was at best average
Earl T | Overall ExperienceDue to the office being closed, I had know access to a broom to sweep out the very little glass from a small broken lamp that was left behind leaving me to be charged the beyond unacceptable outrageous unacceptable $100 cleaning fee that I was NEVER told about or explained!! Plus the guy lied and said the gas was just under the same level it was when picked up. Me and my 2 sons made sure the gas was definitely returned with the right amount of gas, but still charged me $50. Needless to say I'm outraged at this $150 total RIP off fee!!! And will be spreading the word of how Uhaul will screw you over every chance it gets!! Plus the guy who sold me the lock for my uhaul storage only sold me 1 lock & never told me that my storage would be 2 separate units. I was given the impression it would be 1 big unit, not 2 different ones.
Summer B | First ImpressionsThe process was very streamlined and personnel were fabulous and helpful. Thank you.
Kelly B | First ImpressionsI don’t remember the man who helped me but he was wonderful he made sure I got exactly what I had needed thanks again
Shartrese G | First ImpressionsKevin was great! Very accommodating and friendly! I would recommend uhaul to anyone looking for moving needs and storage!
Daniel H | First ImpressionsGM was very helpful
JAMIE C | First ImpressionsThe staff at the Decatur location has been amazing from our very first visit! We pretty much came in contact with them all at one point or another, EVERYONE was polite, professional, knowledgeable, and friendly! Kevin has a great crew!!
Shelley M | Overall ExperienceThe staff are All amazing and so helpful during stressful week of moving. They all made sure I was set up for the most effective and efficient move and storage. Kevin and Justin were awesome and instrumental in making sure my move went smooth.
Adam T | First ImpressionsI set the alarm off twice; I didn’t realize I needed to insert my code to deactivate it. It would have been helpful to have that detail highlighted in the email that was sent. The staff was wonderful and helpful and made the move in very easy
Shondra L | Online Move InThe onsite manager that handled my storage transaction was Extremely knowledgeable and helpful. I recommended a UHAUL storage the same day to my sorority who has been looking for a climate controlled unit to store items for our organization.
Abby H | First ImpressionsI rent from I-Haul a lot and I have never had a bad experience. Their always available.That means a lot.
Caroline B | Overall ExperienceEasy to set up account and get storage supplies. The store was very helpful.
Kimberly L | First ImpressionsThank you for your kindness and service.
FREDA M | First ImpressionsExcellent location from home
Lamar B | First ImpressionsVery helpful and friendly staff. Easy access to storage unit. Very clean and maintained units. Highly recommend this place and would definitely use it again, if needed, in the future.
Cynthia P | Overall ExperienceI had never rented any units for self storage before. Last year, 2019, I retired and had to downsize. Kevin Barringer was absolutely the MOST kind and helpful person at U-Haul. He worked with me as I made 3 unit changes, due to the need for more space. I am moving, and one of the first businesses I looked for was U-Haul. Thank you Kevin for your knowledge and professionalism.
Julie S | Overall ExperienceNope
Rachael S | Overall ExperienceEveryone was very accommodating. One woman in particular, had a great attitude every time I heard her helping someone. The process was flawless on both occasions. Thank you
Jesse W | First ImpressionsI will always use U-Haul. They save the day.
Caroline B | First ImpressionsGreat job
Rachael S | First ImpressionsKevin was fantastic and helped me get the size storage I needed. I will definitely return of the need arises.
Julie S | Overall ExperienceGreat customer service. Clean environment. Good to have this level of service in Decatur. Thank you.
John R | Overall ExperienceI was dissappointed because I only had it, storage , for a week. Then did not need it so cancelled it. thought I should of got a refund back for the 3 weeks did not use ANGRY about that. Otherwise ev
Melodie M | Overall ExperienceThe staff was very friendly and helpful. Will use again should the need arise.
Julia D | Overall Experienceeasy to rent
Melodie M | First ImpressionsThe staff was very friendly and very helpful. They were able to answer all of questions and you could tell they enjoyed their job! Great Staff!
Tim W | First ImpressionsThe staff at the Decatur store is friendly ,helpful, and knowledgeable.All in all a very pleasant experience.
Frederick C | First ImpressionsEveryone was very nice and friendly. Process was quick, and staff was very knowledgeable. The van I rented was in excellent condition and drove nice. Storage units are above average and worth the $.
Cynthia P | First ImpressionsWe used them to store some of our belongings during a move. Never had any issues and will use them again!
andrew h | Overall ExperienceThe only I selected the rating at below average is before I moved out of my unit I did a chat with a representative on here asking about refunds she said I would get one from the days I didnt use it.
robyn l | Overall ExperienceStaff employees were awesome and very helpful. The manager on the other hand needed a class on Customer Service. Wish this place the best but for us we will not rent or store here again.
JOSEPH S | Overall ExperienceIt would be nice if you prorated. I paid basically an extra month (from the beginning and the end of each months)
Stephanie G | Overall ExperienceEmployees were rude and they took forever to complete reservation. When I first walked in the store I was in there 10minutes before someone came in to even acknowledge I was there.
Lisa M | First ImpressionsKevin and other staff were very pleasant and helpful! Also can’t beat having 1 month unit rental included with truck rental!
James F | Overall ExperienceThe lady that helped me was so friendly and personable. My only complaint was there was broken glass in my storage unit and i had to put stuff in it so i could not sweep it up.
Amanda D | First ImpressionsKevin was great during our uhaul storage and moving events. He is an awesome person and very professional even in tough situations, a truly great person to deal with.
Michael W | Overall ExperienceKevin was an awesome person to work with, he is truly an asset to your company.
Michael W | Overall ExperiencePlease change our mailing address: 804 W. Stratford Dr., Peoria IL 61614. Karl's email is karl_swanson@ymail.com. Thank you
Karl S | First ImpressionsFacility was busy. Manager was professional and knowledgeable. Others were not well trained and did not know how to operate system. Made for frustrating experience. All staff was professional.
Dan R | First ImpressionsBillie was awsome
TRIANA T | First ImpressionsVery rude storage unit had roaches and mice and when management was told nothing was done and then he became rude place suck
Dorris B | Overall Experienceuh
Donald R | Overall ExperienceNone
Duane E | Overall ExperienceMy experience was excellent with a very knowledgeable and helpful employee. The unit was clean and easy to access.
Craig B | First ImpressionsThe Decatur uhaul employees were everything one could want in customer service. They were friendly, answered questions, solved problems. I would not hesitate to recommend them to anyone. Thank you!
Mary D | Overall ExperienceExcelent customer service and friendly staff and verry nice storage facility.
rodney c | First ImpressionsService was good and professional. Thank you.
Lacora t | Overall ExperienceThe 30 days free storage was great.
BENJAMIN S | Overall ExperienceKristina was awesome and a great help to me. It was a crazy move from Illinois to Idaho and then back to Illinois in a month. Everyone I dealt with from uhaul were very helpful. Thank you!
lori w | Overall ExperienceI had u-boxes delivered, moved and picked up. The driver was wonderful&helped accommodate my move over & beyond. She was excellent. Thank you for having such competent and personable lady.
Sandra R | Overall ExperienceI received excellent service from everyone who helped me,
Wendy D | Overall ExperienceKevin and John were very helpful and accommodating. I had trouble with working the lock, and John worked with me until I "got it". I appreciate their professionalism concerning my storage needs.
Julie S | First Impressionswent Sunday to put items into my storage unit they were to be open at 9am, needless to say they weren't, it was a little after 10am I had to wait for 20+ minutes for someone to get there to open them.
robyn l | First ImpressionsThe delivery driver Christina was very efficient and polite.
kent w | Overall ExperienceKevin runs a great facility. Everyone was friendly and knew their job. When we picked up the UBox two safety clips were missing and it took 20+ minutes to correct with one clip being makeshift
Karen M | Overall ExperienceStaff very helpful and friendly.
Lori H | Overall ExperienceGreat customer service with frequent communication!
Kari C | Overall ExperienceThere is only one lady serving in the area for Ubox delivery service. I was forced to change the delivery date since she did not work on the weekend. My uboxes sit in the facility for four days.
HSIAO Y | Overall ExperienceWe rented them to keep our stuff in for our household auction. They were a lifesaver to have. Very courteous people to work with and they picked them up the morning of the auction so they were not in
bill w | Overall Experience👍🏼
Jeff K | Overall ExperienceKristina and Jennifer have been extremely helpful and professional with everything from arranging pick-up/drop off schedules and making sure the box was securely stored. It was a pleasant experience.
Chamee Y | Overall ExperienceWe only had a delivery and worked with Kristina. She was GREAT! We really enjoyed working with her. She was very helpful in answering all our questions and working with us on the timings
Suzanne S | Overall ExperienceOnline ordering system was not user friendly, slow, hard to use,.selected inappropriate dates and delivery times. Decatur staff were excellent! Never visited facility so questions poorly designed surv
beth b | Overall ExperienceThe two U-Haul storage containers were great! I had them for eight weeks. They kept my items clean and dry. I'd definitely recommend using them to others. Thanks for helping make my remodel easier
Janet K | Overall ExperienceThe agents we worked with were very helpful and able to accommodate our schedules. Friendly, prompt on deliver and pick up times for the U-boxes so that there was no disruption to our neighbors.
ted m | Overall ExperienceThese ladies do a great job!
ted m | Overall ExperienceThe staff worked well with my needs!
justin w | Overall Experience