I have had created a complaint about my experience and have not yet been contacted. Completely unhappy with the handling of my experience. Reference id: 3277270YURI K.
Customer Reviews for AA Universal Self Storage
(U-Haul Neighborhood Dealer)
North Hollywood, CA 91606
(We are open for mobile rentals!)
Services at this Location:
- Mon-Thur: 9:30 am - 6 pm
- Fri: 9:30 am - 5:30 pm
- Sat: 9:30 am - 6 pm
- Sun: 10 am - 4 pm
- 24 hour customer return
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.
The pickup information I received from Uhaul said i could pick up the van at 9:00 am. However the office didn't open til 9:30. I to waste 30 minutes standing outside a closed office waiting. NOT HAPPY ABOUT THAT!!! Then the van I got looked like it hadn't been washed in about a decade. Although the interior was moderately clean, the outside was a disgrace.John D.
The pickup was fine, the self drop off process was not ideal. I understand the safety concerns around not having an employee interact with customers, but I ended up paying $140+ for something that's advertised as $19.95 and I had no-one to consult about it. Not a great experience, and I don't understand how I got charged for that amount.Jawn R.
Thumbs up thank you!Cena B.
I returned the van within 24 hours but the office was closed so I parked the van inside the gate for safety and dropped the key in the box. I got a phone call 3 days later asking where the van was! It scared me but all was okay in the end. Keep better track as to not freak out the customerdee L.
I had made a reservation for 8am to pick up a van at this location with the 24/7 service. When I arrived that van was out, but I was unable to check in and take it. I got a warning saying that I had to come back when the location opened at 9:30am. I was moving out and into a new apartment so I came back at around 9:45-9:50. I found out the van was brought back after the location closed and wasnt checked back in. So the guys who worked there checked it in and changed my reservation. I thankfully was able to get my van, but it was dirty and I got it two hours late. I was supposed to be out of my old apartment at 5, but due to the delay I couldn't get out until 6:30! Definitely disappointed that I had to move my reservation two hours later and for the uncaring service of the employees.Coleson A.
My only positive experience was with the woman I spoke with over the phone the morning I tried to pick up my rental using the mobile pickup process. She walked me through it only to discover the key for the vehicle had not been placed in the lockbox. It was 7 AM and my only option was to return at 10 AM when they were open. When I did, the employee at the storage facility where the vehicle was kept took no responsibility for the inconvenience or the fact that I was four hours behind schedule and blamed it all on U-Haul, calling his business â€œjust a third party contractor.â€ Then, I could not return my vehicle using the mobile option within the 24 hour window because I could not see the mileage accrued during my trip due to a â€œchange engine oil soonâ€ light on the dashboard and had to wait until the business was open at 10:00 the next morning. I found this morning that I was charged for an additional day plus another 86 miles and I had no way of verifying the actual number of miles I drove. I am very disappointed.TRINA D.
What a horrible experience! I had reserved a van and had done everything online. The information online said they had counter check in service. When I arrived, the employee was rude, said he DID not work for Uhaul, pointed to a sign & said I had to check in online. He was working with a storage customer, he locked up the office & walked away. I followed the directions on the sign, using my cell phone and then I was instructed that I had to receive counter service! I waited for him and simultaneously I called the UHaul phone number. I was on hold for 30 minutes before a UHaul person answered my call. The man behind the counter gave me a printed receipt and handed me the key. When I went out to the van it was filthy! There were used face masks, trash, food and debris in the van. While I was on the phone with the UHaul person, I explained the condition of the van and the dash board kept alerting me that the right rear tire needed air! It was very difficult to photo the mileage, because the tire warning kept reappearing. The counter person had charged me for CDW coverage, I had declined this when I reserved the van online.I could not review the photos showing the condition of the van because I was on the phone with the UHaul employee. After I was off the phone, the link to accept the condition of the van was no longer available! There also was a hand truck in the van, which I did NOT rent. When I went to add air to the tire, there was a screw lodged into the tire, which obviuosly was the cause of the continued air leak. Absolutely unacceptable, especially due to Covid-19!! Is UHaul going to be responsible? It was clear no one had checked on or cleaned this vehicle. Disgusting and shame on UHaul. I am a VERY UNHAPPY customer!Jamie S.
Customer did not leave a comment.Donald M.
Customer did not leave a comment.Evan F.
Customer did not leave a comment.Sandra H.
The associate inside the building was rude and most unhelpful. When he saw we were having difficulty with the phone app he was laughing at us. We could see him through the window. He offer zero help. Not sure if he worked for the storage unit place or not- but he was representing the U-haul company. The van has a low back tire. Did not have accurate reading of amount of gas inside van according to phone app. Mirror on passenger side of a van with 4000 miles on it was smashed into pieces and held on with duct tape. For these reasons I can not recommend U- haul to anyone. Customer service no longer exists. Quality of product was poor and could not exchange the van for the one next to it. Most difficult experience with purchaseibv a device in a long time - shameRichard L.
Took 1 hour and 15 minutes to pick up the Uhaul truck share via online process, due to slow customer service responses and technical issues.Donald R.
Customer did not leave a comment.debra W.
HELLO MY NAME IS DAVID HALCROW AND I HAVE HAD 3 UNITS AT AA UNIVERSAL STORAGE FOR 14 YEARS AND I MUST SAY THAT ADOLFO AND AARON ARE ABSOLUTELY THE TOPS!!!david H.
Van was ready, parked conveniently. Both men in office were courteous and helpful. Dropped key off aftet hours. No problem.Margaret S.
Customer service was AwesomeJohn D.
Very kind, efficient and fair process.Karen S.
This location is my go to. They are always so friendly and efficient!Gerald N.
Adolfo was helpful and it was an easy process all around.Thomas M.
Adolfo was helpful and it was an easy process all around.
Customer did not leave a comment.Brian H.
Everything was great!TOD H.
Customer did not leave a comment.David Carter R.
Customer did not leave a comment.sal C.
Customer did not leave a comment.Nick A.
Customer did not leave a comment.Melanie C.
The operators of the location were friendly and efficent. My issue is with the van itself. Less than a quarter tank of gas.. The van was beyond dirty inside and out..not garbage, just not wiped down or cleaned on the outside.. looked like it had been parked on the street for a week. The kicker, the smell.. Im talking a porta potty spilled inside bad.. As if there was excrement lodged into the vents of the AC... It was a terrible driving experience...Penske, here i come.Brian D.
Customer did not leave a comment.Mathieu B.
Customer did not leave a comment.David S.
This was not my location....it is a terrible way to rent...to make me think I am picking up near my house and then move me with out any communication.brad Z.
Customer did not leave a comment.TOD H.
Customer did not leave a comment.Cory K.
All good!Thomas C.
I love this location also Adolfo is very professional ????Simon D.
Customer did not leave a comment.Kevin M.
Customer did not leave a comment.Mitch T.
Customer did not leave a comment.Karon J.
Customer did not leave a comment.Sandra C.
I rent from this location regularly and their customer service is the best ( Adolfo always goes out of his way to be helpful! ).Bonnie K.
Customer did not leave a comment.Brandon H.
Customer did not leave a comment.Bonnie K.
only issue was with the self serve online reservations....just kept showing an error sign or wouldn't load...thankfully the office was still open :)Maureen F T.
Customer did not leave a comment.Bonnie K.
nice friendly peoplemaria L.
Customer did not leave a comment.Joel S.
This is my favorite U-Haul location to pick up our rentals. They are friendly and accommodating. The place is clean and this van was superior to all the rest I have rented. It was clean and up-to-date!!Bonnie K.
Customer did not leave a comment.dee L.
Customer did not leave a comment.Katrina P.
Customer did not leave a comment.Michelle H.
The gentlemen working at this location did not do the walkthrough with me of the vehicle but had me sign something saying he did (I did not catch that prior to leaving the location). When I returned the vehicle, he noticed a scratch on the bumper. But instead of saying that I did it, he asked the other woman working with him if she had actually done the walk through with the guys who had dropped it off prior to my usage of the vehicle. He basically implied that the other people before me had damaged it but the employee did not actually do the walk through and had just marked on the sheet that it was in good condition. He said he would check with his manager and there was a possibility I wouldn't be charged for anything. When I received a call from him, he said that the other employee DID do a proper walk through and since I didn't notate any damages, I would be fully responsible for the damage on the bumper. To me, this all starts with really poor customer service and this man not doing his job in doing the initial walk through. In addition, he sure made it sound like the damage did not come from me but, because he had the appropriate paperwork, he charged me for it anyway. I will definitely NOT be using this location for Uhaul services again.Amy K.
Customer did not leave a comment.Mya S.
Great people running the front desk. Very clean and easy to use.Allison L.
I MUST SAY THAT THE WAY TO KEEP CUSTOMERS HAPPY IS TO CONTINUE TO HAVE "ADOLFO" AT THE NORTH HOLLYWOOD FACILTIY...HANDLE THEM.....ADOLFO IS A TOP PROFESSIONAL..!!! THANKS VERY MUCH........DAVID HALCROW MAY 24. 2017David H.
The van was filthy on the outside, and inside the van, it smelled like a barn or like horses has been in there. It was an awful stench.Marisa B.
The employees that helped my wife and I with the rental were great. The problem was with the rental itself. The van was DISGUSTING! We had planned on keeping the van for two days but returned it the same day due to our disgust with the condition of the vehicle. It was filthy on the outside, which is not a big deal if only the windshield and door glass were clean. But, that was nothing compared to the interior! The interior was filthy. Do these vans ever get cleaned/washed? The cabin was gross. Papers and receipts left in the cabin from several other rentals was proof of the lack of attention paid to the interior. The rear storage area of the van reeked of MANURE! There was DIRT all over the floor of the van. The attendant did her best to clean it out but it was impossible to do. And again, the stench was almost toxic. My wife and I were very displeased with the condition of the rental. We are still in the process of moving and will be seeking other options.Aneese K.
Customer did not leave a comment.Cutter S.
Van was filled with dirt. Divider was crushed into the cab and limited seating space.Troy S.
Customer did not leave a comment.Robyn S.
Excellent van and friendly staff!abraham K.
Good customer service. Easy and fast check inMargaret W.
Very nice staff/ helpful.Susan B.
Customer did not leave a comment.Katarina V.
Customer did not leave a comment.LANCE M.
Customer did not leave a comment.Travis M.
The van was dirty and smelled like an animalAlicia W.
Perfect! I scheduled to pick up a 9' cargo van at 10am and the employee at AA Universal Self Storafe swiftly and courteously helped me getting the van without any problem at all. Since I got the van on time, I was able to finish moving on time without adjusting my schedule. Thanks!Taehoon K.
My entire experience was excellent.Robyn J.
Customer did not leave a comment.yoram A.
Customer did not leave a comment.frank M.
Customer did not leave a comment.GEORGE S.
The gentleman working when I dropped off the dolly was incredibly rude to me. He first told me I was at the wrong location for drop off without asking me for my last name or confirmation number. I drove to two other nearby locations trying to figure out where my husband had picked it up from. When I called Uhaul it was confirmed that I was at the right location the first time. I went back and told him he wrongly sent me away. He said, "He didn't recognize me" so that's why he sent me away. When I mentioned my husband picking it up he said, "Hm your husband didn't mention you, imagine that" in a very rude and sarcastic way. I have never been spoken to so rudely by a customer service representative. I work in service and if one of my employee's every spoke that way to our clients he would be removed from the company immediately. The man's name was Darrell Henry. Thank you, ClaireClaire D.
Customer did not leave a comment.Michael L.
First I got a call saying that I returned the car a day late (false). Then I was told that I was being charged a "promissory fee" because my credit card didn't go through (false). And now I'm getting phone calls and emails from bill collectors saying I have an outstanding balance (false). This entire experience has been miserable. It's been exhausting for me to be constantly correcting false information. My suggestion would be to make sure your records are correct before unnecessarily burdening your customers.Brette R.
The truck was really dirty and I suppose it didnt make much difference to me but your public visibility is what you make it. The oil needs changing warning message was on when I got it, hope they change the oil now and then.LOREN B.
Customer did not leave a comment.KRISTEN H.
Staff was pleasant and friendly.CHRISTINA E.
great serviceSpencer J.
You service is a great resource when I need to move a few things. Tatiana Sandoval was especially helpful and efficient. In particular, I appreciate that she pointed out the refill gauge on my contract so that I would know exactly how much gas to put into the truck up on my return. Well done!Robert E.
Customer did not leave a comment.ethan S.
Daryl was professional, friendly and very helpful despite being by himself and pretty busy. Great experience.Scot R.
Everyone was very competent and very nice. I will definitely use this location again.Glenn S.
Customer did not leave a comment.MIA I.