I was never told it was a mobile site. it was impossible to get the app to work. then I was in the blazing sun for over 45 min trying to navigate and was eventually on customer service to guide me. People were parking their personal vehicles in areas that gave me no choice to block them in. Nightmare.Antona F.
Customer Reviews for 2020 North Ashland Rental LLC
(U-Haul Neighborhood Dealer)
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.
Customer did not leave a comment.Kevin A.
Location is convenient, but there is no office so when things go wrong - I had an app issue - one has to contact customer service Most of the vehicles I have rented from here have been decent; however, the latest vehicle was in extremely poor condition and had potential issues with the brakes Customer service in general (not at this location) is problematic. The chat feature is unresponsive, even for very simple requestsKevin A.
Your website is either lying, inaccurate, or entirely incomplete. I created a reservation for the location, and chose the option to finalize at the office. But this location has no office, and I was not informed of this. As a result, I was not helped until 30 minutes after my pickup time, and only because an employee happened to be at the lot dropping off a different vehicle. The vehicle itself was fine, but I cannot believe how poor the service was. I couldn't even get through to the number listed at the lot. I would never choose to use this location again. I also did not receive a confirmation email for my reservation at any point. When I used the online chat to ask what happened to my reservation and how to get the vehicle I requested, I was told I didn't make a reservation. But then the employee that happened to be on site was able to pull up the information and get me the vehicle immediately. More communication is essential to the customer. I had no idea what was happening and could not contact anyone verbally to ask.Tyler A.
Customer did not leave a comment.Humberto M.
Customer did not leave a comment.Paul M.
Customer did not leave a comment.Amelia C.
Actually have the truck I needed available when I reserved it more than 24 hours in advance and was told I could have it. Not have me sit around in a parking lot calling customer service trying to move and getting a more expensive vehicle that takes more gas. This was awful.Michael L.
The self check in process was ok. I got the U-Haul key, vehicle was clean, but there was an extra lock on the back of the truck, prohibiting me from opening the door to load anything onto the vehicle. Nowhere in instructions was I given info about the combination for this lock (and the code given for the lockbox key didn't work on it). Even more frustrating, even after calling the U-Haul location repeatedly and leaving several messages, no one ever responded to me. I called U-Haul customer service and they also couldn't reach the location. I returned the vehicle same day and never used it for my move. Had to spend hundreds of dollars more to seek alternative arrangements day of. Incredibly frustrating, do not recommend.Andrea C.
The reservation was confirmed. Arrived to p/u and the app would not allow pick up due to the "equipment not being there". Called cust. svc. They stated the rental truck p/u was not set up by the responsible party. They proceeded to get me a new rental truck at the same facility, but w/o the appliance dolly I needed. Cust service was great, location set up and ease of use not great.ANTHONY D.
I specifically chose a location that the website said would have a person on site. There was no person on site. The truck was unlocked and the back was left open to the rain, and I was charged for the handtruck and pads despite not ordering them. The 'check engine' light was on and the gas was on empty. I'm using Penske from now on.Leyla M.
Work out the kinks with the approval process!Joshua N.
Moderately difficult to access the truck at this location. Picking up the keys was also not as easy; the directions were somewhat confusing and attempting to use the mobile check in returned an error multiple times before finally telling me to call a certain number. I had to call multiple times before someone finally answered and told me the password to access the truck keys. There was also garbage in the cabin and the equipment we had paid to rent was not in the cargo hold.Daniel N.
Customer did not leave a comment.Sherida V.
The app based approval process is subpar. I waited e minutes after submitting my info to be approved. Given that many locations no longer have offices or even shelters, standing in the wind and snow waiting for a simple approval was poor.Kevin A.
The pickup process was slow and horrible. Took about 45 mins to pick up our truck. Took forever to get my ID verified, the lock for the key was broken, overall it was way more difficult than it should be. Many other things happened on the trip that made the process difficult. I hated this experience and wouldn't recommend U-haul.Andrew H.
It is an unstaffed lot. Pick up took about 25 minutes, returning took about 45 minutes as no one's phone (I wasn't the only person there having an issue) could locate where we were so the remote pick up/return is of no use. It took calling the 800 number and having customer service's help. The local number does not pick up and their "voice mail box is full". Terrible.RUSSELL S.
If a customer chooses and receives an email saying they are supposed to pick up the vehicle by mobile before hours, let them the pick it up by mobile before hours. If a customer calls customer service, it would be nice if the customer service could assist with the problem, it would also be nice if the the customer service rep could tell if there was a physical location for the location, or had a way to communicate with the manager of the location. If the customer has been waiting in the cold do over an hour and, let alone it is 8:20am, 20 min past when the location times open time and and and 1 hour and 20 min since the reservation time, don't tell the customer the problem is they are an hour and half late when you (the U-Haul worker) are the one who just showed up and is late. Terrible experience, caused me to miss one of my pick ups/purchases. Doesn't seem like anyone at U-Haul cares about quality and are no longer reliable.Joshua S.
Customer did not leave a comment.MICHAEL H.
Customer did not leave a comment.Andrew F.
Uhaul website didn't work hence return procedures could not be completed, hence causing significant concerns and uncertainty on my part.Johann R.
The attendant on duty was somewhat helpful, but somehow failed to complete my return in the system. Although he didn't give me a printed receipt, I understood that I would receive one via email. U-Haul called me a day later because they had no record of the check in. A more certain, smooth, and quick drop off would have been helpful.Brian G.
Customer did not leave a comment.LEANDRO H.
Location is difficult to get to. Located at the intersection of 3-4 streets in Chicago coming together at all different angles. Lot is narrow on a small piece of property. Entrance to storage area was difficult to find in the dark.Clark R.
Customer did not leave a comment.Kevin A.
Terrible self check-in experience. Although I had previously checked-in online, and paid in advance, it took me about half an hour to get the truck. It was requested to provide two alternate numbers to call just to ask if they knew me. The website was having connectivity issues and never opened the scan page, the lock box with the key took me about 10min to open, it simply wasn't working. Tried many times the provided code and when I was about to give up, the slightest movement opened it. It was freezing outside and I had to stay in the cold for 30min to go through a nonsensical "second" check-in experience. The lack of respect for the customer that came already checked-in and prepared is outrageous. The truck took several attempts to turn on the engine. I also rented an appliance dolly, which I heavily needed, and it was simply canceled and refunded, no explanations, no emails or texts saying it before I arrived, so I could have had some time to get it in another branch...I called customer support, first time they put me on hold for more than 25min before hanging up. Second time they simply ignored me and said there was nothing they could do, not even check for availability of a dolly close to me, and that I should just find one myself using the website. Very disrespectful experience, on a day that's already always very stressful and time-limited.Fabio D.
Customer did not leave a comment.Michael L.
I rented the vehicle using U-Haul website. When I get there I followed the instructions provided by the U-Haul mobile application and it appears that they keys weren't present in the designated box. I had to wait almost an hour outside in cold in the U-Haul parking lot until I got a hold of customer service over phone. After reporting the issue to customer service over phone I was told by the customer service representative that they can't do anything right now and unfortunately I won't be able to pick up the vehicle at the designated time. The whole experience was very frustrating and troublesome. I hope U-Haul will do something to improve customer service and provide customers with better rental experience.Muhammad A.
It took me an hour to get the online rental to work. I had to call UHaul customer service to get help. After the attendant helped me, I was able to get the key. But it took an hour. In the cold.Leo F.
Please have some one actually go and put the van where it says it will be. I was told to go to one location to find out the van there wasn't the right one and that I had to go to this location to pick up a different van. Spent over 2 hours going back and forth on the phone with a representative who did an amazing job. But still 2 hours!!! Was such a horrible experience and I highly doubt I will use uhaul again. Or recommend to any one I know.Aramis N.
The online system did not work properly and said to go to the office for support. This location does not have an office. We called and either had numbers that got no answer or were on hold for thirty minutes on a freezing December morning. While we were eventually helped, I'm left to wonder why this system is used when it is not ready to be supported when it doesn't run perfectly.John M.
I was unable to check in online. There was not an apparent attendant when checking in, we then called support where we had a 25 min wait for a callback. After 25 minutes + an additional 15 min on the phone with support, the attendant came out of a darkly tinted car to help us check in. Once he eventually greeted us after we had been walking back and forth around the lot in the cold, it was a fast check in. We needed the vehicle for about 1.5 hours and spent 40 minutes just trying to get the keys.Kurtis C.
location services wouldn't work on return - so I had to call 1-800 number. It took 4 calls and 8 days to get the contract closed. had issues with location services at rental - but you had a QR code that started the process. Why can't you do something like this for returns? It was a great help with the initial rental and could have saved me huge stress and tons of time trying to get return completed. Overall - the mobile checkout is good - but more work on the app for when location services wont attach on customer's phone thanksKEVIN C.
The truck was very dirty. Clearly not cleaned before usage.Anthony V.
This Self-Serve Uhaul experience was probably my best uhaul experience... had some internet connectivity issues with Verizon, but an Xfinity Hot Spot helped.Nicholas B.
I specifically said 3 times I didn't want the safe move coverage, and somehow I was still charged for it. When I called to talk to the manager, there was no GM on site (it's a parking lot) and I'm still waiting to get my bill resolved. Also the online check-in was awful, it took us almost an hour and a half to finally get the keys to the van. What a mess, next time I will prefer to speak with someone to hand me the keys.Natalie S.
Maybe provide reliable customer service for the location. I left items in the uhaul and need them and cannot reach themMadelyn B.
Really good customer service from the attendant!Georgia K.
I had no idea drop off is self service before arriving. Had dirty, greasy hands after unhooking trailer and wheeling it into a parking spot. Good thing it wasn't my wife who returned it.LESLIE F.
I couldn't be any more impressed with the UHaul operation. Everything was easy, great and went smooth. An incredibly efficient process!William H.
Our van was Blocked and thank goodness costumer service got us a giant 15' truck we didn't want. Awful. AwfulGreta M.
Customer did not leave a comment.Ryland P.
I set the original location for 700 W Erie in Chicago but the person was rude and told me I had to go another location which was the 2020 Ashland location. They were great however when I dropped off the van at 2:30pm, there's was no one to be found. As nice as they were, the uhaul experience was horrendous because of the 700 W. Erie interaction. Would not recommend uhaul to a friend. Probably to an enemyâ€¦David C.
Customer did not leave a comment.Chiyoko Y.
This location was a self drop off. It went ok, but I would have appreciated knowing this prior to both selecting this location and the steps needed to successfully dropping the truck off.CRAIG H.
Customer did not leave a comment.Andrew J.
Customer did not leave a comment.Amanda R.
The location has no one onsite, except for 9am-1pm. I did not have an easy time checking in and getting my van online, and had to wait to speak with an agent and then spent 25 minutes with them. Returning the van, there was no dedicated parking spot and I had to just leave it as best i could.Meredith D.
Customer did not leave a comment.Mary M.
My experience trying to use U-Haul truck share 24/7 was, quite frankly, abysmal. After I took the headshot to pick up the truck, I realised I didn't have my driver's licence on me. Admittedly, this was my fault, but it should have been easy enough to fix by taking a new headshot of my authorised driver, who was present and had his driver's licence with him. However, the pick up system does not provide any opportunity to retake the headshot, which is an oversight on U-Haul's part. As a result, I had to waste time going back to fetch my driver's licence. Then I went through the process again, only to be told after waiting a full hour that my driver's licence was expired. This is false, as the Illinois Secretary of State extended the validity of all Illinois driver's licences to 2022, but the live chat agent wouldn't accept this explanation. So they told me to change the booking to be in the other authorised driver's name (which again, I could have done at the very start had I been given the option to take a new headshot), providing very unclear instructions on how to do so. Ultimately, it took me 90 minutes to pick up my truck, but I was not given any extension on my booked rental time as a result of the delay. All in all, picking up a U-Haul truck at this location was an extremely frustrating and dissatisfying experience, and I would not recommend it to anyone.Ross G.
Very easy return processKatherine S.
Customer did not leave a comment.Andrew G.
I want half my money back. That location is dangerous, unattended crowded (I got the last space)tim K.
Customer did not leave a comment.Mary S.
I need a refund. I was charged when I was not able to rent the carMark G.
I missed the confirmation call and so I waited on hold for more than 4 hours over the course of 5-6 calls during 4 days leading up to the rental date. I few times the call was dropped, other times I just never got through. Incredibly stressful situation. You should allow us to confirm the location online and not make a phone call necessary because obviously you all cannot handle a bunch of calls. I did get a miracle and get through to someone when I went to pick up my truck and she was incredibly helpful. I wish I remember her name. I think it was Christie and she was out in the western suburbs of Chicago, maybe Libertyville. Honestly she saved your reputation in my book because I was so so so fed up with being on hold and being stressed that I wouldn't have a truck to move.Glenn S.
Jesus was great help!Elena L.
App was very buggy, when I tried to add pictures it didn't work. Very frustrating. Ended up getting the website to work through browser.Quinn M.
Customer did not leave a comment.CHARLES M.
Customer did not leave a comment.CHRISTOPHER E.
The attendant was personable and knowledgeable about the business and equipmentWALLACE N.
The 15' truck I rented was missing a section of the tailpipe (which I noticed was leaning up against the wall of the parking lot when I returned the truck) so it was extremely loud. There is zero chance the person prepping the truck didn't notice it when they were re-parking the truck.Alexander B.
Make sure you have enough equipment to supply your customers. We preordered a dolly and the guy told us they were out at that location. A dolly is pretty important when you're moving heavy furniture and it was really inconvenient. Also it seems I was charged 10$ for fuel when I returned the truck at 1/4 of a tank - which is where it was when I received it.Kevin W.
The van I rented was smaller (shorter) than i expected. I didn't see any difference in sizes when making my reservation online - looking across a few locations. My colleagues haven't rented previously from other locations and received larger/longer equipment. That might be my issue to make the proper reservation, but I will be looking for a longer van next time.Samuel W.
Customer did not leave a comment.David Y.
We arrived to this location at 7am, only to find out there were no workers at this lot. We tried calling for over two hours before we finally got through to anyone from Uhaul. We were told the location should have been marked as closed that day, but at least were eventually given a code to grab the keys which had been there all along.Steven G.
The online service didn't work to pick up the truck. It kept redirecting me to "visit the location when it is open at 7:00 AM on 8/23" even though I was there at 1:00 PM on 8/23. The supervisor(?) that I talked to kept insisting that they were closed, and finally helped after I showed him the problem on my phone 3 times. After this struggle to start the rental, everything went pretty smooth.Michael V.
When we picked up the truck the furniture dolly that we had paid for was not there. The truck was also very dirty with food and garbage from the prior user. We are hoping to be compensated for the missing equipment as we are not impressed with U-haul services.Jenna H.
The pick up process was terrible; no one answered the phone number for the location for the entire working hours except for once; I called 10x with no answer. Apparently its a self-serve location but that wasn't clear in the online booking process and the checking in process was terrible onlineSYED I.
The cab had some animal hair in it, didn't bother me but could bother those with allergiesElizabeth B.
This was not my intended pickup location. I had to drive 55 miles to get trailer that I had guaranteed reservation. No one on premises to release reservation until 10 amJOHN D.
Customer service was lacking. Will not rent from here again.EDWARD H.
A more stream-lines drop-off process would be preferable, particularly if we have to double-park the truck. In general, we were happy with the drop-off.Jourdain B.
Equipment was clean but I had an issue with the passenger side mirror. It was fine in the city but on the highway at speed it would rotate causing me to not be able to see traffic on the right side of the truck. This was dangerous on the highway and cause me to really only use the far left lane and minimize passingJOSEPH B.
The truck was dirty, full of bread crumbs and smelled bad. The app wasn't working and on pick up the picture I had to approve were all from another vehicle and even if I uploaded new ones the app got stuck and didn't process them. No fuel or return instructions were provided, the app wasn't working and didn't accept my odometer photo or anything else. I complete the return out of intuition. I was charged for a dolly I never received and that I would have needed. The key lock where I had to return the key was dirty and infested with pests. Horrible. No info on fuel level was provided so I put in more than what I've found and I wasted time and money. Horrible experience overall. Location is NOT manned, no useful signs or instructions. Pure scam. Make sure you rent from a manned location instead. Every possible call with U Haul in case you have problem is min a 40 minutes wait. I wasted 2/3 of my rental time trying to get answers and I didn't get any.Alice Jasmine C.
Customer did not leave a comment.David F.
The whole experience of renting was abysmal. There WAA very little if any guidance or prep. The facility was unstaffed and daunting. Getting help from the help line took 1.5 hours of being on hold awaiting a response, with no good outcome. Not good. I'm speaking of Chicago's 2020 N Ashland facility. The St Louis drop off location could jot have been better!michael E.
Easy Drop OffStephen H.
Attendant was helpful and had everything ready for me to pick up and drop off.. Considering the busy intersection location, it was well organized and I was in and out in 5 minutes. Drop off was even easier as a spot was cleared for my after hours return... triple thumbs up!!Gary E.
This was one of the worst experiences I've had as a customer anywhere. I rented a truck Sunday and tried to return the truck Sunday as planned. Got to the location and someone had blocked my car in i called customer service was on the phone 2 hours no one came to move truck they assured me that someone would be there tomorrow which was Monday i went bank Monday and no one was there to move the truck so that i could get my car. So puff course i called customer service and they informed me that they wouldn't be able to have someone there until the following day. They didn't care how much of an inconvenience this was for me they were vet nonchalant about it. My child's safety seat was in the car which means i couldn't take my kids to their doctors appointment. Never again, HorribleJesse G.
Never answered the phone and never returned any messages left regarding our ipass that we left in the truck. Unfortunately we were not able to get it back.Tom D.
Customer did not leave a comment.JOHN THOMAS H.
Still have not received a call back about the equipment i was charged for that i was not providedJames D.
We ordered a dozen furniture pads and once we opened the bag on the truck only 4 were in the bag. The bag also advertised 6 and that was also incorrect.Raul M.
Random parking lot that you still have to find even with GPS. But more so, they're trying to charge me a $25 cleaning fee for no reason and a $75 missing equipment for no reason, without photos or comments. The cab was perfectly clean as I found it, and all of the moving blankets as well as the dolly were returned, and we had no collisions or anything of the sort. Customer service told me they may be trying to charge me for not folding the moving blankets (which are now "used," and would have to be washed anyways; furthermore, they don't even cost that much, so $25 has no basis). I've filed a claim, and I'm waiting for a call back from the branch manager.John M.
Customer did not leave a comment.PATRICK D.
Polite customer reps. Trailer was serviced and ready to go.George B.
This is a parking lot with an occasional employee and they NEVER return your phone calls. I wasted hours of my life because of being at this U-Haul Neighborhood Dealer, and I would never recommend going to the N Ashland location again. Their voicemail sounds friendly, but I've literally left several voicemails and never got a call back.Austin W.
Many people there with U-Haul orders that could â€œnot be converted to 24/7 truck shareâ€. No one knew how to get their truck key, the number listed on the website/rental is out of order, and ultimately ended with us getting our U-Haul an hour late. Correct phone number to contact manager of this location is (773) 312-5603Emma R.
It was not clear that this was a location with no office - I had to wait for a Uhaul employee to show up in order to get my truck. I completed the online check-in, but still needed an employee to show up.Stuart M.
Customer did not leave a comment.Elibe E.
It took an hour and a half to get my truck, the website was totally screwed up. The customer service agent I spoke with was very helpful, but it took nearly an hour to get through to her. Multiple other people were having a variety of different issues getting their trucks today at this location. It was a total mess.Leo A.
They didn't have all the supplies I had requested and paid for. You need to have some sort of accountability for the movinghelp service. You claim it's not affiliated with Uhaul, but you sell their services, you take revenue from them, you send all communications via text for the truck and movers through the same service, but you don't offer any customer support when things go wrong. You can't claim not to be affiliated... its called MovingHelp powered by Uhaul, and you even use the same font/color/styles. When movers don't show up you can't leave your clients high and dry with no customer service at all.Daniel K.
Customer did not leave a comment.EVAN T.
The place was a convenient location & easy instructions for returning truckJOSHUA B.
The people who work at this location were amazing, and they went above and beyond to get us set up! Given that this was on a very busy corner with a sharp turn it was nearly impossible to turn out of the parking lot with the auto transport on the back. Would definitely not recommend picking up an auto transport at this location, as entering and exiting the parking lot are very difficult for drivers who aren't used to carrying an auto transport.Lenee Y.
Pickup experience was pretty difficult. Truck was hard to pull out of the spot, and was pretty dirtySophia E.
Customer did not leave a comment.SHANE L.
Customer did not leave a comment.Jeffrey B.
Customer did not leave a comment.Jordan B.