Customer Reviews for Citadel Self Storage
(U-Haul Neighborhood Dealer)

828 reviews

5445 Ridge Ave   Cincinnati, OH 45213

(513) 488-1882

Office Hours

  • Mon-Fri: 9:30 am–5 pm
  • Sat: 10 am–4 pm
  • Sun: 2 pm–5 pm

Services at this Location:

Contact Us

(513) 488-1882

5445 Ridge Ave
Cincinnati, OH 45213

Services at this Location:

Office Hours

  • Mon-Fri: 9:30 am–5 pm
  • Sat: 10 am–4 pm
  • Sun: 2 pm–5 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.

Overall Rating:

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Rating:
4.0

Good setup. In and out fast!

Mitch C 
Rating:
5.0

Super easy and quick to do the rental process! No waiting. And easy to get out of the parking lot. The tru k had 100k miles on it and it looked and drove like brand new! Thank you for a great experience!

JOHN G 
Rating:
5.0

I was charged three times for the rental on my credit card. Once when I made the reservation. Again when I turned it back in (mileage). And then again after I called when I got the email receipt because they charge me for an extra day. I was told that would fix it but then they charge the full amount a third time. Trying to get it resolved but I may have to call my credit card company to get involved.

RICK H 
Rating:
4.0

Make sure the transmission is working properly to make sure no one experiences jerks while driving

EBony M 
Rating:
4.0

Customer did not leave a comment.

Ruby H 
Rating:
5.0

Customer did not leave a comment.

DONALD S 
Rating:
5.0

Customer did not leave a comment.

TERRY H 
Rating:
1.0

I dropped off my van at 10:30am because it was due back by 11:55am. The man at the counter was helping someone else, but asked me few questions and said he would record my return after he was done. I specifically told him it was due back before noon. At 1pm, I received a U-hual invoice saying I was charged $40+ for an extra day. I called customer service (my operator was excellent!!), and she said he recorded my return as 12:45pm, hence the extra charge. This made me quite mad! No one should be charged more money when they turn in the van in a timely manner. This should not have happened if he would have recorded my return after he finished helping the person that was there. Being distracted is not an excuse for charging your customers extra!!!!!

Sara F 
Rating:
1.0

They didn't process the return in a timely manner and I was charged almost 300$ for a 3.5 hour rental. When I called them they told me that they charged me for a whole nother week of renting and that is ridiculous I had the truck back before I was supposed to and they didn't do their job properly

Kurtis C 
Rating:
5.0

Customer did not leave a comment.

joan b 
Rating:
5.0

The van I reserved was not returned so I was initially going to be out of a truck unless I went to another location. The staff was able to give me a larger truck and not charge the difference, which was appreciated. It would be nice if corporate had a way of letting you know if the reserved vehicle is not available before goi g to pick it up.

Sarah S 
Rating:
4.0

I was doing a "24/7" checkout since the location was closed...I could not get your API to work to allow me to get the key for the truck I rented. It was saying either I wasn't at the correct location or it couldn't verify my location. I called the 800 number for customer service and the agent I talked to was extremely helpful and she was able to get us going. We had to use your website rather than the App.

James S 
Rating:
2.0

Arranged to pick up truck on Sunday morning when store not opened. Was told to download app and follow prompts to retrieve keys from locked box. Did that and was not given all steps needed to get code to lock. Called store on Gilbert Ave and woman there was able to then provide me with steps needed (take photo of self, drivers license and scan). These steps not listed in app and were not explained to me when I had gone back to store on Friday beforehand to go over instructions. Took an hour to get info/keys. 24/7 emergency line took 40 minutes to respond but by then already got help from U-Haul store on Gilbert Ave. Terrible experience!!!

Maggie L 
Rating:
4.0

All the additional charges wasn’t told to me when the truck was picked up.

Vera S 
Rating:
5.0

Customer did not leave a comment.

Cliff F 
Rating:
1.0

When it came time to get the truck, there was no information on a code for the key box, the online instructions did not match the screen. There was no dashboard to find your reservation. I sat on the phone with someone for an hour trying to resolve the solution. The truck was dirty, it had someone else's chords in it.

Seth K 
Rating:
5.0

Customer did not leave a comment.

James W 
Rating:
5.0

Customer did not leave a comment.

HAROLD S 
Rating:
3.0

Customer did not leave a comment.

Rick G 
Rating:
5.0

Customer did not leave a comment.

DAVID M 
Rating:
5.0

Customer did not leave a comment.

Ryan K 
Rating:
5.0

Customer did not leave a comment.

Mark C 
Rating:
5.0

I was dissatisfied with my services. I got charged for a fee for a mirror imperfection I did not know about and blamed for something I did not do only because they didn’t do an inspection after the last person before me and the beginning of mine. So they put the blame on me. Wrongfully accused. Very upset and unfair.

Sierria C 
Rating:
5.0

Customer did not leave a comment.

Stephen W 
Rating:
5.0

Customer did not leave a comment.

Claire F 
Rating:
5.0

Customer did not leave a comment.

Carol K 
Rating:
4.0

Customer did not leave a comment.

Keith d 
Rating:
5.0

Everything went well and very professionally. Kudos to Eric at the Citadel location AND,Shirley our online assistant who walked us through to onlinexcheck-in process. UHaul will be used again !

Della D 
Rating:
1.0

I made reservation online and when arrived to Ridge location I was told the van was not available. But yet it sat there and was there when I returned. The guy was passive gave key to a dirty U-Haul that key did not work. You are left to fiend for yourself.

GLENNISHA G 
Rating:
5.0

best damn experience in the universe

TROY T 
Rating:
4.0

I rented truck and I hauled like the company name implies. The app gave me a hard time trying to find my choice location. I had to use the website which was still clunky. I wish it didn’t ask me about the optional services on several different screens. I know you’re trying to sell additional services but it’s a waste of time for me. There should be an option for “skip all optional items.” Mileage was inaccurate by .9 miles. The truck was very dirty. Worth my money but not living up to the highest of expectations.

Jay H 
Rating:
4.0

Truck started at 1/4 tank of gas. Would be nice to start with at least a half tank.

Joseph C 
Rating:
5.0

Customer did not leave a comment.

Zachary W 
Rating:
4.0

Customer did not leave a comment.

Martha M 
Rating:
5.0

Nothing everything was perfect

shaquille e 
Rating:
5.0

Customer did not leave a comment.

Brady B 
Rating:
5.0

Customer did not leave a comment.

Karen H 
Rating:
5.0

I totally appreciate you’ll so much thanks

Nichole F 
Rating:
5.0

Customer did not leave a comment.

Ella B 
Rating:
5.0

Customer did not leave a comment.

Michael G 
Rating:
3.0

Have adaptors for the wiring harness. Dude told me they close at 6 PM on SAT- they closed at 5 PM. Came by on SUN and the posted hours on the door stated open from 1 PM to 5 PM. Doors were locked.

Frank U 
Rating:
5.0

Customer did not leave a comment.

Kevin F 
Rating:
1.0

Unauthorized charges without explanation, will not return calls. Has not picked up phone at location.

Xena G 
Rating:
1.0

Stop overcharging, when you say one price online then charge a wxtra 50 bucks thats wrong and will cause you to loose future customers to competitors.

Joseph Y 
Rating:
4.0

Customer did not leave a comment.

Greg F 
Rating:
5.0

Customer did not leave a comment.

Theodore H 
Rating:
1.0

No dropoff lane or markings. Employee came out and firmly told me where to park. Told me to put keys on his desk that he would not be inside... Did not inspect truck, or check fuel level. A few hours later I get a receipt stating fuel charge added, which I disagree with. It was 1/4 plus a needle with when I picked up AND dropped off.

Ron S 
Rating:
5.0

Customer did not leave a comment.

Tender S 
Rating:
5.0

Customer did not leave a comment.

Shechem Y 
Rating:
5.0

Very excellent customer service 👏 👌 👍

Hameed M 
Rating:
5.0

Customer did not leave a comment.

EMILY H 
Rating:
5.0

Customer did not leave a comment.

John H 
Rating:
5.0

Everything was quick easy

DAVID B 
Rating:
3.0

Seeing that this was my first time renting a truck with U-Haul I really couldn't compare it to any other expenses right now. Overall the experience driving the truck was good and the gas mileage was good for my trips that I made.

Jeannette B 
Rating:
5.0

I thought the service I received was top notch, the vehicle was clean. I think if anything could be improved is always discounts for for return business or referrals.

Samuel C 
Rating:
5.0

Customer did not leave a comment.

Jeaninne w 
Rating:
4.0

Customer did not leave a comment.

Phillip J 
Rating:
2.0

I rented the U-Haul and drove a total of less than 30 miles. I returned the U-Haul within three hours and I was charged a $10 cleaning fee. The truck was sent back the exact same as I received it. This is a total rip off.

Michael A 
Rating:
5.0

Customer did not leave a comment.

Michele S 
Rating:
5.0

The Uhal male person, (sorry, don't know his name) that has helped me out before is very knowledgable and very nice. I appreciate his kind manner. I feel at ease when he helps me to obtain a rental truck or van. He does an excellent job and deserves a raise. Thank you and Happy Holidays. Jennelle White 🙂🖐🎄

Jennelle W 
Rating:
5.0

It's helpful, if someone is there after hours to talk to a live person. The man that helows me was very nice. Thank you so much. My stress level went down immediately after talking about the rental. 🙂👍

Jennelle W 
Rating:
5.0

Customer did not leave a comment.

Kevin P 
Rating:
5.0

Customer did not leave a comment.

David T 
Rating:
3.0

Customer did not leave a comment.

Keonte C 
Rating:
3.0

truck was very dirty inside and out. Kept going into tow/haul mode, Transmission stay in gears longer than I would have thought it should.

Benjamin C 
Rating:
5.0

Customer did not leave a comment.

Loretta B 
Rating:
3.0

The knobs on each of the handles for the windows were broke off the seat adjustment didn't have a handle on it

Michael M 
Rating:
5.0

When I dropped the

Shelby G 
Rating:
2.0

Reserved over the phone and insurance was automatically applied without consent even though there is a way to unselect it if renting online. Then 2 gallons of gas was charged in spite of only traveling 2 miles.

James D 
Rating:
5.0

Customer did not leave a comment.

Raymond S 
Rating:
5.0

Check-in and return were a breeze - five minutes in; 30 seconds out. Price charged was price quoted. Couldn't be easier.

JEFF W 
Rating:
5.0

Customer did not leave a comment.

ISAAC K 
Rating:
5.0

This rental was a very smooth transaction from start to finish. I will definitely do business in the future from this facility. Great job!

Jay G 
Rating:
5.0

Customer did not leave a comment.

William H 
Rating:
5.0

Customer did not leave a comment.

Shannon M 
Rating:
5.0

Customer did not leave a comment.

Samantha H 
Rating:
5.0

Customer did not leave a comment.

Chris Z 
Rating:
5.0

Awesome service. I was In and Out with my trailer in less than 5 mins. 🙂

Stephen S 
Rating:
3.0

Truck was very dirty, spills and dog hair everywhere. The low tire pressure light l was on, when I said something the clerk replied oh that is broken. When turning the truck of receipt or check in done. Only asked if there were any mechanical programs. The clerk just went to next customer I felt very uncomfortable leaving. Not sure what the final bill would be, under mileage, not much & if I was going to be charged for anything additional on the vehicle. Have rented from other facilities always a better experience.

Kathy L 
Rating:
5.0

Customer did not leave a comment.

Abby T 
Rating:
5.0

Customer did not leave a comment.

John H 
Rating:
5.0

Customer did not leave a comment.

Kelly C 
Rating:
5.0

Customer did not leave a comment.

Brianna G 
Rating:
5.0

Nothing, thanks!

JEFFREY B 
Rating:
5.0

Customer did not leave a comment.

Jeffrey G 
Rating:
5.0

Customer did not leave a comment.

WILLIAM O 
Rating:
5.0

The windshield banner was a little awkward to handle. I could’ve done without that.

Allen F 
Rating:
5.0

Nothing, thank you.

JEFFREY B 
Rating:
1.0

The truck had a bad transmission. We had to call everyone we know to come unload the truck on the side of the highway. The truck did start running again once it cooled down.

Adam L 
Rating:
5.0

Customer did not leave a comment.

Tyler E 
Rating:
5.0

Nothing.

KATHY P 
Rating:
5.0

Customer did not leave a comment.

DORYAN S 
Rating:
5.0

The van was in very good mechanical condition - it was low mileage; however, it wasn't clean. Inside and outside were dirty.

Lynn W 
Rating:
3.0

Customer did not leave a comment.

Jamie F 
Rating:
5.0

Ryan and Xavier are wonderful! They are very patient and informative. The building is always clean and comfortable. Positive energy throughout the entire building. Pleasure to have a good storage office.

Zahara Y 
Rating:
5.0

We had an issue with the truck starting once we got to our location to pick up our items. I think before anything is rented out they need to make sure the trucks starts, the key wouldn’t turn, and once the key did turn, it took a while before the truck started up again.

Hez D 
Rating:
5.0

Customer did not leave a comment.

Leah A 
Rating:
3.0

The return location was closed.

Michael O 
Rating:
5.0

This last rental was the only time I’ve had a vehicle that was not clean in the passenger cabin. There was dried sticky liquid in the cup holders, trash in the glove box and even a roach!!!! I realize these vehicles are rented often and travel outside state lines, but this was the worst experience I’ve had with a u-Haul vehicle. For clarity, the Citadel location has HELPFUL, efficient, an and overall EXCELLENT service. I will continue to use this location for my rental needs for my business!

Kelly C 
Rating:
5.0

Customer did not leave a comment.

Nathan S 
No reviews have been submitted for this location.

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