Customer Reviews for 24/7 On Grand

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 24/7 On Grand

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Cedric T.
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Customer did not leave a comment.

LASZLO K.
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Customer did not leave a comment.

Willie K.
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I was suppose to receive 5 blankets and a dolly and neither was on the truck

Naresh D.
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Very difficult to get keys and I am overcharged for fuel Will never recommend u Haul to anyone

CHAD B.
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Customer did not leave a comment.

Neha B.
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In the directions to pick up the truck it would help to have a video of how the word lock works when getting the keys. I had to google a video to get the lock opened after struggling to get it opened.

Arthur V.
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Great vehicle — it was literally brand new. Used these guys for a cross country move and everything about the pickup was seamless. Thanks much!

Christopher B.
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Customer did not leave a comment.

Patrick K.
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No personnel to help and getting the key I had to call customer service for help... had redo my reservation from the beginning to much for A 2 1/2 hr rental

Lauren S.
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The cab of the truck leaked when it rained (not the location's fault) and the truck did not come with the moving pads I paid for.

Shaun M.
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Customer did not leave a comment.

Ian M.
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I have been double charged on my account and for a larger amount then the provided invoice and when I emailed in I have received no response back as to why this has happened.

Daniel K.
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It was a self service station but my app thought that it was a physical building with reps inside. Took half an hour to get the proper code for my key.

Ceree K.
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Customer did not leave a comment.

Benjamin S.
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Customer did not leave a comment.

Jonathan E.
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Customer did not leave a comment.

Emily S.
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Online/mobile pick-up was easy but could be a little quicker. Took over 15 minutes to get the keys once I arrived and started the process on my phone

Nathaniel P.
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We were told this location would have a representative but it was in the back of a gas station and was a self check out. Turned out that it was actually very easy with app. We had no issues.

Andrew S.
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I ordered two mattress covers that were not in the truck.

Kenneth K.
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The pick-up took a bit of time to get the truck. Needs to be more streamlined and approval completed prior.

Alex M.
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The check in process was not timely. I waited about ten Minutes for approval, then had to call and wait on the phone for about 15 more minutes until someone could finalize that process and I was still expected to return within the original time period.

Christine R.
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Please consider updating your lockboxes. I could not access the keys, and therefore had to cancel my reservation.

Michael H.
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The incorrect date was added to my rental and would have meant that the equipment was due bag 24 hours prior to when it should have been. I did call to inquire about that and the uHaul customer service representative looked into it and fixed it fairly quickly.

Ebony L.
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It need more light (motion light). I'm a woman and I was very nervous taking pictures moving around at night with out proper lighting.

Mitch B.
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Two times in a row I didn't get the keys to the van I reserved. The second time they gave me a box truck instead, after spending 30 minutes on the phone. Couldn't return the box truck when finished, because of the original van reservation. Had to spend another 40 minutes on the phone with no real solution reached. The 24/7 spot turned out to be very inconvenient, you're better off going to a location with with real employees.

Beth R.
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I had a lot of problems getting the lock open. Also, when I returned the van it was dark outside and I had to park it in the lot BEHIND the gas station and it was very dark and creepy. No lights anywhere. Besides that to finish checking out, I had to photograph the van inside and send to U-Haul on my app. This was a little creepy behind the gas station in a lot with no lights! I was not comfortable with that at all!!! Other than that, and a problem opening the lock the van was GREAT! Thanks ??

Tyson R.
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Customer did not leave a comment.

Matthew T.
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The app should ask me for pictures of my driver's license when I create the account. It slowed everything down to have to do that while I was standing outside at the rental location.

Hunter K.
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Good morning, I typically done leave bad reviews but truly felt someone should know about the inability to use the 24/7 mobile check-in feature effectively. Originally, I had a reservation at 629 N Ashland Ave Chicago, IL 60622. I did not receive any kind of email about a code or lockbox to get my keys. Instead, after checking in the website told me to go inside to the front counter to get my key. This was impossible to do because there is no counter (it is a shared location), and the other business was closed. As a result, I stood outside in 35 degree weather on hold waiting for someone to help. After reaching someone and being transferred to a different agent, she had me open all of the lock boxes on site and none had keys in them. There was also another couple was in this same location and had the same issues as me. It took over an hour of back and forth and traveling to a new location to finally find a reservation that had a truck I could use. To make things worse, the agent on the phone told me that the fuel was at 1/2 tank, but when I got in the car it was clearly in between 3/8 and 1/2 tank. By this point I had wasted 1.5 hours so my move was delayed (we had others helping us move), I did not get the dolly I originally wanted since they gave me a new truck, I ended up paying more for this truck than the previous reservation, and I had to put additional gas in to get it to a 1/2 tank since whatever was in the computer was wrong and I knew I'd get charged if I didn't return it at 1/2 tank. (I have picture to verify the original gas level). I am extremely dissatisfied with the entire process. I'd like to ask for some type of refund or credit given my entire experience- it was a significant amount of time and money wasted because the process was disorganized and no one knew what was going on or how to help. Please contact me about this experience.

Amy K.
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I went to the location I reserved to drop off the UHaul, but I was turned away because there was already two vehicles parked at this gas station. I couldn't understand the clerk in where I should go. When I got to the 2nd location, the clerk at the gas station was not helpful and confusing, Finally, I discovered a lock box to put my key and contract, although I didn't like giving up my contract. No one would help me.

Daniel H.
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Run my approval when I book it. Don't make me wait in the cold for 15 minutes while you run my info when I'm trying to pick up the van.

Daniel V.
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The owner of the location was not helpful at all, he just said to go outside. I did not want to do mobile check in but that was the only option. I spent 15 mins in the cold outside. They NEEDED to CALL MY EMERGENCY CONTACT BEFORE RELEASING THE TRUCK to me. Literally, they said, please let your contact know we will be calling. I had to call my family to give them the heads up. They were shocked too. I'm 30, not 5. Still pretty shocked by it all. The moving blankets I ordered were not in the truck (I was not billed, but still ordered).

Allan W.
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This was hands down the worst uHaul experience I have ever had and it has yet to be resolved by an actual human. According to your agreement, if the vehicle is unavailable, then a $50 gift certificate will be issue. You've sent me a $25 gift certificate.. Do you even understand the issue? The lockbox was completely frozen, I had to heat the box to get the keys removed. Then, the keys were to the incorrect vehicle.... there was no customer service. Even if I wanted to take the incorrect vehicle, which was a massive truck 2x the size rented, there was no car scraper that could be used. There has no be one valid form of customer service here. My number is 330-815-4962. If someone from corporate does not call to discuss my issue, I will be filing a claim with the better business bureau, along with the department of transportation of Illinois.

craven C.
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Not everyone is savvy with the technology today. If not for my son I would have had a difficult time.

Daniel R.
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There are no U-Haul personnel present. Gas station attendant was kind, but could only help in pointing out where key drop-box was and where NOT to park (so as not to be in way of tanker truck in morning). Trucks were parked far apart, and there were no clear parking spots. More trucks could have been parked there IF there had been markings or if the trucks had been parked more efficiently. It was difficult to find a good spot to park the truck as the area was crowded and other trucks were parked inefficiently.

shondra M.
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Customer did not leave a comment.

Neha B.
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It took me 10 minutes to get the lock open since despite having the right code the lock wouldn't open. The attendant at the gas station wasn't helpful so I was worried I wouldn't be able to pick up my truck.

Anthony A.
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Customer did not leave a comment.

Melissa Y.
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The website wasnt clear that, there was no staff on site.

Theresa F.
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I used the mobile app and went through all the steps unfortunately I had some problems with the key being in the correct lock box. Took 35 min to resolve the issue. I wasn't able to get a hold of the representative of the site, so I had to go through the general 800 u haul number. The truck was fine, the location was convenient. Just show up ahead of time, 30-45 min in advance and start the process.

Christian G.
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Customer did not leave a comment.

Nick C.
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Customer did not leave a comment.

Alison V.
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Locating the truck with the address given was not aligned and I had to call support line for picking up truck. It was challenging to verify that I was in the location.

Hector R.
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Customer did not leave a comment.

Brian K.
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Never received a call about verifying a truck in my original pickup location. The phone number in the email went to voicemail. the phone number from the gas station worked but I had to pick up at another location. never received paperwork and wasn't told i had a mile limit and was charged extra upon drop off. only a quarter tank of gas. It was a stressful morning.

daniel E.
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Guy there was very helpful. Prefer to deal with person than with an app.

Richard S.
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Not this location Was on Halsted

Tamiko B.
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This guy need more assistance. A small 3 feet long and wide box that was unorganized. I waited as the sole customer for nearly 20 minutes as he attempted to locate keys.

Joseph N.
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I will never rent a uhaul from a location without an attendant. Using the app to rent the vehicle took 35 minutes, even after preregistering online. That also needed two additional references that I had to provide contact info for and they both needed to be called. At one point I was on the app, on the phone and chatting thru the app and no one was answering or reaponding. The absolute worst experience I have ever had trying to pay someone for a service. Whoever is responsible for creating such a crappy procedure should be looking for another job.

Ankit S.
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Customer did not leave a comment.

Alexandra G.
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Confusing at first using the app however easy pick up and drop off spot!

Jordan M.
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Overall experience was awful. My reservation was changed with less than 12 hours of notice. I was sent to a new location at 3001 N Knox Ave and could not pick up my truck until 8:00AM, even though I signed up for 24/7 access. Once it was 8:00AM, they didn't even have my truck! I was re-routed AGAIN to a new location. I spent more money on gas in my car to get to the uhaul locations than I did on the uhaul equipment. Will not be using in the future.

Gregory F.
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lose these self service pick up sites...they are impossible to navigate and beyond frustrating ....entire experience was a nightmare...will never use a 24/7 option again

Sean K.
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very impressed with the mobile/online check in and check out process.

Chadwick W.
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Customer did not leave a comment.

Shengen Y.
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have the keys at the site for the customer. we had to find someone to call because the keys were not in the lock box. the entire process took almost 60 minutes, which was not efficient.

Ivan Y.
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Customer did not leave a comment.

Michael F.
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There is no one to help you if you need it. The gas station employee gave me a number to call on a piece of paper. No name. The genial man on the phone was rude and unhelpful. Telling me if I couldn't figure it out I would have to go to another location. The site at the very least should have told you there was no one there and you would have to use the website.

Sarah S.
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Online check in was cumbersome and too time consuming. Website had difficulty loading photos. Online support was no help at all. I won't use this location again, or any other that does not have someone on site.

JAMES W.
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Need to have a person on site if there is any issues like keys not being in the codes key box but in the lock box. Had to wait 10 to 15 min for some one to get me the keys.

Jim C.
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Customer did not leave a comment.

Brian B.
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The experience of picking the truck up with the mobile app was painfully long and frustrating. We wasted a good 30/45 minutes trying to pickup the vehicle. A person from the main store came to help another customer but was rude and unhelpful to us. I would not recommend or use this service again.

Matt D.
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My entire experience today was awful. Top 3 worst retail experiences I've ever had. I had intended on taking a Home Depot van and none were available, so I started looking and came upon U-Haul's seemingly easy grab and go option. I made a 1PM reservation shortly before noon and showed up at the location just before 1. At 12:59 I got an email that said I'd get a call within an hour to confirm my vehicle and it went downhill from there. I spent the majority of the next two hours on hold or bouncing between people that kept telling me to talk to the person inside. They were gas station attendants and had no affiliation with U-Haul. Their hold recording repeating itself about customer service nonstop nearly sent me over the edge. After an hour and 40 minutes I finally got access to the lockbox for the keys to the van that I'd been staring at since I arrived. Only to find there were no keys. Another 20 minutes on hold and on the phone and someone finally came to unlock the keys from the return box and I was on my way. But not before the price I'd agreed to when I made the reservation nearly doubled despite the details of my trip not changing and my experience being completely terrible. By the time I returned the vehicle after an exhausting day, the supposed-to-be convenient app has you go through a dozen steps and take just as many photos before you can leave. It's not worth it. Rent from a place with a person that can actually help you. This setup is terrible.

Syed M.
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None of the equipment requested was available and car was completely unlocked. No updates provided after notifying U-Haul representatives.

Cecilie K.
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location was different from reservation...all else fine

Daren J.
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I was pleasantly surprised on how well the 24/7 Haul program worked. I didn't think it would go well and I was very skeptical but after going through it, I would use the 24/7 program again.

Emily R.
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Customer did not leave a comment.

Kendell H.
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It took almost 2 hours to do the check-in online, because we had several issues and the time to find a solution was always very long.

Benjamin F.
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We could not pick up from this location because our desired pick up time was 7am and they didn't open until 8. However, I had called the day before and been assured that I could pick up a truck at 7 from this location. We ended up having to uber from here to a different location to get our truck.

Lauren Z.
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The owner is incredibly rude and was difficult over the phone. He made it a very poor experience.

Chris M.
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Not change pickup location to one without actual customer service. I specifically requested a location with an employee on premises. Also the equipment I rented was not included so I'm pretty sure I was harmed for something I did not receive. When I picked up the vehicle I was told my rental had expired by an agent with no explanation and then they ended the conversation before any further info or help at all. This is a terrible service will never use again!

Vaughn K.
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This location is a inconvenience. When making reservations Uhual should warn people,you have to self service yourself. I had know idea what to do,I spent over 30 minutes just trying to find someone to help. After I finally figured out you have to do everything yourself,my reservations was canceled and I had to order a new reservation. Thank God,there where trucks still available. The whole process took for ever it seemed like. By,the time we got the truck,we was almost 2 hours beyond schedule. Anyway,it just so much easier to have human interaction,this makes life so much easier especially when you are already stressed about the moving process. I learned next time,to educate myself before ordering a moving truck.

Kelly S.
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It was an absolute mess and took me almost 2 hours to gain access to a vehicle -- well over the time frame needed

Dottress R.
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I used the key lock system for the first and last time. It was cumbersome and just terrible. I was standing in the rain having to recertify after confirming in advance.

Jeff D.
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The mobile checkout process takes too long. Once I actually "finished" I waited over 5 minutes for someone on the other end to "verify" my application, with no feedback on the mobile app other than a spinning timer, while I waited out in the freezing parking lot without the key. When the agent called my alternate contact, she was disinterested and hung up on my wife as soon as she verified her name. The truck itself was in great shape and worked fine for my needs, however the mobile rental process, time required, and customer service were not really good.

Charles W.
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Customer did not leave a comment.

Ashley H.
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I had such a hard time checking in and returning the truck due to service and issues with the online portion not working that it took over 40minutes to return it due to the pictures not loading and it kicking me off.

Samir W.
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The app was very slow to load pages and I wish more of the approval process had been done in advance so we didn't have to wait as long.

roosevelt D.
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There not customer friendly.

No reviews have been submitted for this location.

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