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JAMES C
Customer Reviews for A American Self Storage
(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.
Rented a 10-foot truck here and the process was seamless. The truck was clean, well-maintained, and just the right size for my studio apartment move. Staff was friendly and got me on the road in minutes. Highly recommend!
PEYTON LVery quick an efficient, friendly and overall great experience! Will definitely recommend this location to friends an family.
MONICA WEven though the facility was to be open, they had a hand written note saying they were closed. We called UHAUL and had to pick it up via the app, which worked well. The truck was left at the back of the property, under a tree, away from the all of the other u haul trucks. Took me a long while to find it. It was beyond dirty. I could not see thru the windshield or the passenger windows. The outside mirrors were beyond dirty too It was very unsafe to drive in that I could not see. When I got it to the closest gas station, (It had 1/4 of a tank of gas) i had to buy window cleaner and a roll of paper towels and spent 30 min. cleaning all the windows and mirrors. Additionally, the facility was such that I could barely get the truck out...little to no maneuverability driving the 26' truck between the storage units and making the turn at the gate. Horrible experience!!
Troy AI am writing to formally document a very disappointing and unacceptable experience with U-Haul related to a confirmed reservation in Tyler, Texas. Approximately one week in advance, I reserved a U-Haul truck through the U-Haul app for my daughter’s move from Tyler to Houston. The reservation was confirmed, and I selected the designated pickup location in Tyler as instructed. The app explicitly stated that I would receive a call by Friday before 5:00 PM to confirm pickup details for my scheduled Saturday pickup. That call never came. On Friday, relying on my confirmed reservation, I drove approximately three hours from Houston to Tyler, paid for gas and a hotel, and stayed overnight specifically so I could pick up the truck on time Saturday morning and meet the movers I had already scheduled and paid for. This trip was planned carefully and involved real out-of-pocket expenses. On Friday, I also attempted multiple times to contact the Tyler pickup location by phone. No one answered, my voicemail was never returned, and no one made any attempt to contact me. When I arrived at the Tyler location at 9:00 AM on Saturday during posted business hours, the facility was closed with no staff present. I knocked repeatedly, rang the doorbell, and called every phone number posted on the door. There was still no response. Meanwhile, my movers were already waiting at my daughter’s apartment, on the clock, and I was unable to proceed with the move. I then contacted U-Haul customer service and was told that a text message had been sent indicating that the truck was no longer available because other families needed trucks. This explanation was unacceptable. A confirmed reservation made over a week in advance should not be reassigned without direct communication, nor should a customer who planned ahead be treated as less important than others. No effort was made to call me, discuss alternatives, or provide a solution—despite my travel, expenses, and scheduled movers. Eventually, the employee at the Tyler location opened the door after I had been waiting. He appeared to have been unavailable up to that point and came out dressed casually, stating he had just become aware of my presence. Regardless of the reason, the location was unmanned during business hours, phone calls were not answered, and customers were left without assistance. Only after I firmly insisted—because I had movers waiting and no other option—was I finally provided a truck. This experience reflects two serious failures: 1. The Tyler, TX location, which was not properly staffed during business hours, failed to answer or return phone calls, and demonstrated a lack of professionalism. 2. U-Haul’s reservation and communication process, where a confirmed reservation was nearly taken from me without proper notice, explanation, or attempt to resolve the issue—despite the financial and logistical impact on my family. I planned responsibly, booked early, traveled hours, paid for lodging, and relied on U-Haul to honor its commitment. Instead, I was placed in a stressful, costly, and entirely avoidable situation and made to feel as though my reservation and time did not matter. This level of service is unacceptable, and I expect this complaint to be reviewed seriously by management to prevent other customers from experiencing the same treatment.
Bryan DLead time on tire repairs to be shortened.
JOHN PI tried to return the trailer on Wednesday but they are closed on Wednesdays and the phone number listed on the rental agreement was not working. I went to the location and called the number written on the building to be informed that they were closed all day on Wednesdays. On Thursday, at 09:25, I returned it to location, they told me to drop it at the back and they would check it in later. They did not check it in until 2:30 pm. The only reason, I would use this locations again is if they are the only one in Tyler. I have used Uhaul a lot and this was one of the worse. I really don't believe they really care about doing business for Uhaul.
Jasper HOne of the easiest transactions I have ever done.
Christopher DThe location was fine. U-Haul website was a disaster and very irritating. I reserved two furniture dollies and 12 blankets. Got to pick up the truck - no blankets and no dollys. Called 4 other Tyler locations - nobody has them. I’m moving a 12,000$ dining room set and can’t do it without blankets and dollys. Ended up having to buy dollies from Lowes and use every blanket I had from home. How would you like to go through this? Leading customers to believe you’ll have the products and shafting at pick up. Thanks a bunch
Glen HWhen I pulled up, the gate was closed. It is a self storage business along with U-Haul dealership. When I got out of the truck to approach the gate, it magically opened. It would be helpful for a sign for U-Haul users to know what to do. Check in was great and really easy.
DAVID AEverything was great
SHIRLEY HPersonnel working at this location were very helpful and excellent👍👍
Robert BThe only suggestion was the phone number to call before arriving was never answered. It is a storage location with a closed gate, however it opened as soon as I pulled up.
JAMES OThe truck had numerous issues the passenger door lock wouldn’t work from outside. The driver side door lock worked intermittently causing me to leave the vehicle unlocked at night for fear of it not working in the middle of Canada The gauges worked ok they would short out then flicker back to life the cruise control didn’t work. Most of the time. The hill start assist constantly flashed that it wasn’t working. All this in a truck with 9100 miles at pick up. Made for a nerve racking ride through the Alcan highway
ROBERT PVery friendly, great service.
CHARLES HOn trip back , ac did not work
CLIFTON MI chose a location that was supposed to be open until 5 pm., it was not open at 2pm. I drove by a couple of uhaul location so I could check in the truck with someone in person.
BRETT RFriendly staff! Easy to book and pick up. Very affordable!
Rebecca MReal Texas service. Nothing
Fred HEverything was great. I highly recommend this location (A American Self Storage) to anyone needing a U-Haul in the Tyler area.
STEPHEN SThe license plate light was broken. One of the mirrors was busted and there was no gas cap.
JAQUELINE Kgood job
LAFAYETTE ANo rubber bands for the chains
RALPH SI drove 10 miles and was charged for 4 gallons of fuel Doesn’t add up
Steve WThey open on Saturday and closed earlier so we couldn't get our deposit right back due to them closing early , noe I'm up on this Monday morning trying to see what I need to do.
SAKIEGA DGreat service. Trailer pulled very well loaded down.
Casey PInitially I was picking it up in kilgore. They let mine go and gave no choice but to drive 45 minutes to pick it up somewhere else. The new place only told me your truck is there. Nothing rlse.
ENRIQUE CHard to tell where to go as the office is behind a fence. It does have a smaller gate for a person to enter the compound, but it is difficult to see driving by on the street. Once the lady realized there was a customer, she was very helpful. Maybe I missed it, but I never saw a UHaul sign outside of the office itself.
JOHN CPeople in the office was excellent.
Mutlak AWe did after hours drop off per instructions from staff.
Peter FProcess went well. Very nice agent!
KENNETH FThe lady (forgot her name and she told twice...sorry) who assisted me was very nice and super helpful! I would definitely use this location again! When customer service is top tier you will always return!
LATAVIA HSame person at counter as always, so friendly and kind.
HECTOR GThe office smelled of marijuana badly along with being very dirty inside. There are also 2 big pit bulls fenced in next to the door to the office. The trailer is dirty and old. It creaked like we were going to fall in on the inside. The license plates didn’t match the one sent to me via text.
Brittney VThis location saved me after U-Haul did not have a truck for me that I reserved over a month in advance. I was sent to a location with a confirmation but there was no truck at the location. U-Haul customer service was horrible and rude and was trying to send me 50 miles out of my way to get a truck while people reserving trucks the night before were being assigned truck at their desired location. The experience was horrible and I wouldn’t recommend UhAul to anyone. U-Haul doesn’t honor its reservation policy. I had to cancel my reservation and do a walk in rental because I had a 9:45 pick reservation and U-Haul was still trying to find me a truck at noon.
JEFFERY AGreat customer service. Didn’t get my trailer reservation completed on time but she was able to put me in a truck with no problems. Which worked out better.
TROY TWasn't the locations fault.... But our U-Haul broke down on us in the middle of our 16 hour trip in the middle of no where in the middle of the day in the heat..... And instead of sending a tow truck U-Haul sent a mechanic which was pointless because fuel pump is located in the cargo area which was fully loaded and we obviously couldn't unload in the middle of the highway.... We where stranded for a total of 6 hours. Just feel like they could've assessed the situation and made a better judgement call.
Jennifer PThe pick-up location was clean and the uhaul representative was very helpful getting me on the road in a timely manner.
Douglas CDon’t add charges when everything was paid upfront, even truck insurance and roadside assistance. I feel cheated.
Tara SJust a location to visit over again
Adekunle AHas nothing to do with location but using the app for self check in is a pain because it asked for our passport. So dumb. So we couldn’t get it until they opened. Frustrating.
Richard TThe customer service rep was very pleasant and helpful. She even adjusted the invoice price to the correct amount that I was supposed to have been charged.
Donald Bexpand hours. Great Location!
MICHAEL SThis facility is mostly a large storage complex with a U-Haul presence. Office small, cramped, agent(s) have smelly dog kennel just outside door. Agent at drop-off was helpful, but never left her desk to check condition of returned equipment, which in our case was OK as nothing happened to change condition from when picked up in Chicago. Only plus is that this site is open more hours than all the other 'neighborhood' UHaul sites around the city of Tyler, TX.
JOHN N