Customer Reviews for Big Bens Storage
(U-Haul Neighborhood Dealer)

Rating:

3.0

I do not want to give U-Haul a negative review, as I have generally been very pleased with the company over the years. However, I would like to share some constructive feedback regarding my recent trailer pickup experience. My pickup location was changed from Mesquite, Nevada to Littlefield, Arizona, which created some inconvenience since it was about 12 miles away from the original booking office where I expected to pick up the trailer. Finding the new location was somewhat confusing, even though there was a large “BIG BEN Storage” sign visible from the road. I had to make several calls to U-Haul in order to locate the gentleman, Jeff, because there was no clearly marked office for trailer pickup or paperwork. The location itself appeared to be more of an unpaved storage and RV parking area rather than a traditional U-Haul office. At one point, I even asked a local sheriff for directions, but he was unfamiliar with the pickup process there and only mentioned occasionally seeing U-Haul trucks near the storage facility. Once U-Haul was able to contact Jeff, he quickly became available. Jeff was very pleasant, professional, and helpful, and he got me on my way without further issues. I was especially grateful that I chose to pick up the trailer a day early, because I needed to be completely moved out of the home I had sold by the following morning. Had I waited until the scheduled day, the added stress could have been significant. One suggestion I would make is to place a clearly visible sign at the entrance on Fleet Street with a direct contact phone number for urgent or pickup-related assistance. That would make the process much easier for customers unfamiliar with the location. Most of the U-Haul representatives I spoke with during my calls were helpful. However, one call appeared to connect me with what sounded like an AI-generated voice system, which unfortunately increased my stress during an already time-sensitive situation. Thankfully, my final call connected me with a real customer service representative who was extremely helpful. She stayed on the line until she confirmed that contact had been made between myself and the manager, Jeff. Her professionalism and reassuring manner resolved the situation, and I truly appreciated her assistance. I apologize I forgot her name.

Rating:

4.0

Confusion on hours opened. Was told they were closed that day (Monday) and to use the drop off box for the keys. But when I got there someone was there to assist and they were very friendly and took care of business quickly.

Rating:

3.0

Jeff was awesome. The place was rustic to be sure, but I enjoyed my rental return and would rent there again, it was more friendly than the Scrnic general store. Where we went by mistake. Like I said, Jeff was helpful, and we enjoyed our rental return process.. Big Ben’s was a great place to rent from