Customer did not leave a comment.JILLIANISABEL D.
Customer Reviews for Airport 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.
There was some issues when initially turning on the car and getting it to move. That did take up some time but, the worker was able to get it to start. Everything else was amazing!VANESSA A.
Excellent and Phenomenal Service!! Highly Recommended. Thank you!KRISTEN L.
Customer did not leave a comment.MICHAEL A.
Customer did not leave a comment.Eliz S.
App would not allow me to book online, store computers was not workingELIEL G.
Fantastic experience!!! Wonderful staff and very organized.EILEEN G.
Customer did not leave a comment.HADIS M.
Drop off was a nightmare. They didn't know what they were doing and were so confused. It was a simple drop off that took foreverJae L.
Van was dirty but it was a newer van and drove nicely. The UHaul saleswomen was very efficient and friendly (forgot her name).STUART B.
The assistant manager Eli was extremely unhelpful and combative. She did not help us when we returned our rental before 4pm. Instead she stated that she was already doing her reports. She would not provide me with any confirmation of the return even though we returned the keys to her in the lobby. She further threatened to call the police after it became closing time. Being a former manager I do not believe she was properly trained if at all. Being upper management should mean thta she is the best person for the job. My interaction with her would make me belive otherwise. Her overall behavior was demeaning and she just lacked any care or concern. It was a simple request to do her job and check in ny vehicle and address the issues we had with filling the tank at two different gas stations. Instead I had to contact uhaul directly and ask them to make notes on the situation. I have never had any issues like this at usual including today, the very next day when I had to rent another truck for day 2 of our move. The other location was great and knew of the assistant manager who had the unfortunate chance of meeting the day before. Please look into this employee as she has no customer service skills at all. This includes the pick up where she was equally off putting. I would not employee her at my place of business because I would be devastating to know what she is doing without anyone looking. Just awful.MELISSA G.
Customer did not leave a comment.JOANNA A.
Using the app after hours was complicated and frustrating. Luckily, I arrived as one employee was leaving and she helped walk me through it. Many of the steps I completed before hand to expedite the check in process had to be completed again. If it wasn't for the employee who waited with me even though she clocked out already, I would have gone somewhere else to rent a truck. I didn't catch her name, but she was very helpful and kind.Caitlin S.
This location and self check-in service were great. It was super quick, easy, and convenient. I'm not sure what the person's name was that helped me when I dropped the truck off that afternoon, but she was very friendly and helpful. I had never driven a U-Haul before, and was very pleased with my first experience.Gabrielle S.
Customer did not leave a comment.Patricia A.
Customer did not leave a comment.Joseph Z.
Customer did not leave a comment.Amirnader A.
Customer did not leave a comment.RANDALL N.
Size of place made it difficult to see where to go because I already checked in online but had to wait a whileJaclyn A.
Customer did not leave a comment.Miguel D.
I returned the truck on time and then was charged for an extra day. There was more gas in it than was when it was picked up. There was also supposed to be a discount due to the issues obtaining a truck even with multiple reservations, they would not give any information regarding this issue. Mostly I am upset at being charged for an extra day when it was returned on time. The time they said it was returned is false and I have proof of thatAllison W.
I had reserved my uhaul a week in advance for a location near my moving address. The night before I was to pick up my rental, I was notified they didn't have the equipment at the location I had reserved at. Then they made me go to a different location which did not allow the self pick up option neither. What's the point of reserving equipment if it won't be reserved? Therefore I'm sure I had to pay for extra miles that weren't due to my choice.FRANCISCO R.
I requested the location next to the airport because I was flying in to rent the truck, and out from there again after using the truck locally. The reservation was changed in your system to another city, which would have been a great inconvenience to me. I called 1-800-Go-U-Haul and the scheduler was able to have a truck available at the airport location. The office staff was also very professional and pleasant to deal with. Thanks for providing great customer service!JOEL G.
Do not change terms, charges and return time on final invoice. This is illegal, unfair and will cause me to go to another source next time I need to rent.tom F.
Dropping off vehicle was super easy to drop offIvette F.
Customer did not leave a comment.Andrew K.
Van outside dirty but I didn't care.rhonda B.
Customer did not leave a comment.Trisha S.
Customer did not leave a comment.Daniel G.
Staff was awful.Robin R.
Customer did not leave a comment.Kathleen M.
I was not permitted enough miles to go straight from the Uhaul location > move out > move in > new uhaul drop off (one way grip) When i ended up 2 miles over (again, I never deviated from the most optimal route possible), I was charged with no explanation of how i could challenge the charge Give some lee way for mileage or at least bother to calculate the mileage needed.... Already paying over 160$ for your cheapest model for 2 hours, ridiculous that you found a way to charge me for a few moreJames L.
The two ladies who worked there were so wonderful! I highly recommend this place.Abraham C.
I was told the truck I reserved for a 10:00AM pickup had not arrived. They were able to find me a replacement truck, however this truck needed to be dropped back off at the original location instead of in Lake Forest like I had planned. I was charged extra mileage due to having needed to drive it further, as well as for gas even though it was returned higher than an 8th of a tank where I received it. Shoddy all around.Joseph S.
Customer did not leave a comment.Robert F.
Taelor Stroud is an excellent manager. Outstanding customer service and amazing attitude. She really went out of her way to make sure we received the best service possible.elhami N.
Thank youGEORG B.
Customer did not leave a comment.Antonio S.
Check-in person was very friendly and helpful!William M.
Weird receipt and bad communication between Uhaul and customers.Shih-Yuan Y.
Manager is so kind :). The computer / point of sale system for the UHAUL place is so slow! The UHAUL technology was freezing up and couldn't accurately scan my drivers license information. I believe there's something wrong with your OCR tool.Trent F.
Customer did not leave a comment.Bojana T.
I have used this location twice in the last two weeks, and the staff is just the kindest. I told them that, and they said that when people are moving and putting things in storage, they frequently are having stress in their lives and so the staff goes out of their way to be kind to the customers and not add to their stress. Love Airport Self Storage.Jean H.
Customer did not leave a comment.ROBERTO I.
Got to the location, no one there!!! Waited 30 minutes!!! A phone number was on yhe door saying â€œbe back soonâ€. I called and ttxted the number and no one replied. The lady gave me keys right someone had dropped of the truck. She didnt check or wipe the truck down as stated in yoursite after each use!! The previous renter left dolly and shears in the truck, no one bothered to come out n check!!! Very unprofessiional in my opinion! What you state on your site is not being done. Ive rented so many times before.....not good at all this time around. Truck was never sanitized!Ramon M.
Very bad customer service! Not helpful at all. The old lady who was working there, were complaining that she hadn't had a break and she needed one when I asked about some details like how much is the late return fee (which btw she did not provide any info with that regard)KAMYAR I.
Customer did not leave a comment.Jirasak S.
Customer did not leave a comment.Sophie K.
Customer did not leave a comment.Shaun S.
Customer did not leave a comment.Andreas B.
Staff was extremely nice but It seemed like they were understaffed. The wait was over 45 minutes long. Contactless check in was provided as an option but there were so many issues that it actually was easier to simply check in person and deal w the wait. Price was fair. I would rent from uhaul again but maybe not a place where such rentals are secondary.Tran M.
Customer did not leave a comment.Brooke E.
Staff was great and friendly but the lack of cleanliness to the UHaul truck was a bit alarming. During a Covid-19 pandemic, I would have assumed the interior of the vehicle would have been spotless at the very least. It was quite the opposite as dust and random debris participles were abundant throughout. After arriving to my office, I used sanitary wipes to wipe down the seats, doors and steering wheel and surprise, the wipes turned brown. Not to mention the dirt on the floor as if it was not vacuumed at all. Don't get me wrong, I don't typical expect a UHaul truck to be in pristine condition but this was well below my safety and health expectations.Dante G.
Customer did not leave a comment.Zhongjiang Y.
Great customer service and vanRosalinda G.
Charged me 3 extra days and have not contacted me back from either phone calls or emailsGregory C.
The booking process was complicated and I was charged twice for my packing product (once during online booking, and once during pick up). It was unclear up front that customers may not use a debit card, and that a credit card is required. This created many challenges.Jennifer R.
Get trained and courteous customer agents. Listen to the demands of the customer to prevent frustrations, heated arguments and mostly, please do not waste the time and efforts of the customer. Good customer service will bring you good business. I mean no offense to the elderly Uhaul customer agents, please treat your younger customers with respect. They are not your children that you can scold around. They are your customers who will bring money into the business. Good luck to you! I was overcharged!!!Theresa S.
I was not prepared for all the information that was requested for the check-in app. I almost ran out of battery because it took me so long to check in the truck when I returned it. I think letting everyone know what will be required such as good battery life, the photos that will be required, the app, and that location services will have to be turned on in the iphone is all good information so that the customer can be prepared when returning the truck outside of business hours.Guido P.
The personnel at this location are kind and professional. While I was checking out, a man came in who had made a reservation with the wrong time and the clerk tracked down another truck he could rent at a close location. Would always try and use this location in the future.Jean H.
I wasn't able to get my truck when I reserved it. I was there a little before to make sure I could get it on time, but I was only given a hard time for wanting my truck on time. A customer should feel welcomed and cared for, which I was not.Julie H.
I was charged for 2 days when I should have only been charged for 1 day and for returning after hours, only 45 minutes after hours.kathy G.
The lady was nice and friendly.RALPH L.
Better signage of office location. The security gate was open when I originally arrived and subsequently closed. I had to wander through the storage hallways to find the rental office. Staff was friendly.Michael T.
Customer did not leave a comment.LEILEI X.
Customer did not leave a comment.KATHY L.
Customer did not leave a comment.Vishal C.
Customer did not leave a comment.yigal F.
The service was slow (understandable, and the staff was very kind) but the main issue was that guidance and information on how to pick up and return the truck was really confusing and hard to understand. Specifically information about how to return your key or find your truck.MICAH W.
Customer did not leave a comment.Jianhui X.
The van was FILTHY, from the inside to outside. I'm not even sure if Uhaul is enforcing any COVID-19 safety measure, because the van certainly did not look remotely close to the word â€œsanitationâ€. Immediately after we got the van we had to wipe the interior thoroughly with our own disinfectant wipes. Not only that the van smelled like a farm. Another gripe of mine is that if you over fuel you don't get any credit back. While I understand it was a mistake of my own but Uhaul should still offer the credit back. Will never rent from Uhaul again given there are so many other truck sharing services. Unless they are willing to remediate this horrible experience.Andrew L.
Nothing the woman that helped me was excellent and amazing. You couldn't do better with anyone but her.AMY L.
Customer did not leave a comment.Payman T.
Customer did not leave a comment.SARAH G.
Customer did not leave a comment.sandra D.
Great service and friendly staffTashi G.
Very friendly lady on my return.Kurt H.
Uhaul sent me here with an after hours drop off even though there was no lock box to return the keys. I didn't realize it until I got there. Very frustrating experience not knowing how to return the truck even though I followed the prompts in your website for after hours returns.TIMOTHY D.
You guys are so very nice and helpful . Kind hearted sweet and very easy to rent from. Thank youMICHELLE M.
Customer did not leave a comment.MARIO M.
Hard to find. Employees did not tell me they wouldn't be there when I returned the vehicle and the directions for returning were not clear at allLAUREN F.
We visited this location 2 times , once to pick up and then return at NO time was the office employee wearing any sort of " face covering" . We found that to be unacceptable . In addition , we found the employee to be somewhat arrogant and lazy . We have rented from U-Haul many times in the past and at several different locations , this was our 1st truly negative experience . We are respectfully requesting a refund . Thank You .ROBERT S.
The truck was in the worst condition. Shook at highway speeds and suspension felt broken. There was some slapping noise above the cabin at highway speedsAlex K.
Everything went well. The gal behind the desk was super nice and helpful.LINDSEY B.
Everything was almost fine. Three things. One, I'm called one day before that they would not drop off the truck to me despite I made the reservation with that option. I had to take the truck earlier and had an overnight park problem in my complex that made me stressed out however, I also had already had enough stress during moving stuff. Two, I'm charged a cleaning fee which I never see while making reservations. Two, the gas-consuming cost was confusing. Hard to arrange the same amount when return. Why you charge extra for gas when I drive only what I promise not more. Thank you.Murat D.
In a time of pandemic, I was shocked at how dirty this vehicle was. it was very clear this vehicle was not cleaned upon arrival. I spent my time and material cleaning the inside of this truck as I had a 6 hour drive ahead of me. I would recommend that Uhaul up their standards for cleaning the inside of the vehicles upon return.TIMOTHY S.
I dropped my rental truck off one day early and with the required amount of gas. I was told that I would receive a confirmation email shortly confirming my return. A few hours go by so I call and follow up only to be told that they are still working on it and will email me soon. I call again at the end of the day to follow up for the second time and am on hold for 20 minutes only to finally speak to a person who is not at the drop off location. They reassure me that a message was sent to Airport Self Storage and I will be receiving a confirmation email shortly. The next day, I finally receive a confirmation email only to find out that I was charged for an extra day of rental and insurance plus gas. This is extra frustrating because I returned the truck one day early, so the day that they falsely reported the truck as returned would still be within the acceptable return window. I have to physically go to this location to dispute this charge and demand a refund. It's my own fault for not taking photos of the gas gauge to prove that it was returned with the sufficient amount of gas, so I was unable to receive that refund but after about 30 minutes I was able to finally get my refund for the "extra day" charges. I have used U-haul many times and have never had an issue like this. It was beyond ridiculous and I sincerely do not recommend this location to anyone.Marissa P.
Customer did not leave a comment.ERNEST S.
Customer did not leave a comment.Marlayna V.
Nothing to say it was good serviceJJESUS Q.
Customer did not leave a comment.James G.
Customer did not leave a comment.JOHN B.
The U-Haul staff at this location made my renting experience very easy and efficient. Very friendly, personable, and understanding. Thank you!Kristie Y.
Terrific service from the lady that helped me. Thank you!MICHAEL M.
On 05/06/2020, I reserved one of your 15' trucks for use on 05/23/2020 from your Tustin, CA facility. The day before I was to pick up the truck in Tustin, on 05/22/2020, your company informed the truck I reserved was not available at the location I had selected approximately three weeks earlier. I was told the truck would now have to be picked up from the Newport Beach, CA location which is over 8 miles away from the location I selected (in Orange County traffic). During my initial reservation, I was encouraged to complete the Online Check-in due to COVID-19, so I selected that option. This was perfect for me as the person who was assisting me with my move recently had a child who had a heart replacement surgery (thus a compromised immune system) and we were attempting to limit his family's exposure to others. When I arrived at the Newport Beach location, I completed the Online Check-in, but the truck key was not in the lock box in which it was supposed to be in. I was then forced to enter the facility, where U-Haul employees were at, to retrieve the truck key which was kept inside the office. After successfully loading the truck and getting on the road for my long distance one-way trip, the truck's engine stalled at the first freeway on ramp we encountered. I assumed since the vehicle was in the "Tow/Haul" mode, the truck might not have received enough gas as the ramp was steep. During the trip, it became evident the vehicle was in poor operating condition. After the vehicle stalled the 10th time, I no longer kept track. Your truck stalled during turns, at stops signs as well as during acceleration and deceleration cycles. This became very worrisome and at times made me fear for my personal safety as well as for those on the road around me.Aristeed P.
Attendant was very nice, we had a fast and easy check-in, very happy with the rent!Mauro C.
Customer did not leave a comment.Joyce L.
The online touchless â€œeasyâ€ check-in was anything but. Took me almost an hour sitting in a lot without a parking space. Had to park my car in the handicap spot after playing musical trucks because there was no street parking and that was the spot my truck was parked in. Gates were closed with no access (praying not to get towed) My driver review sat as â€œawaiting approvalâ€ for more than 30 min, couldn't reach a rep from the location or from U-Haul. Wonderful way to start a long day of moving.Aaron H.
Customer did not leave a comment.Dan M.
Customer service was excellent! Equipment was excellent as well.Robert T.