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

Rating:

1.0

Contract was for a van, pickup at 9:00 AM 5/10. General Manager was late to open the location, not arriving until after 9:30. Did not offer an apology when arriving, just went in as if all was normal. When I asked about any type of rate reduction while he was printing the contract, he said he could not do anything. And again, there was no apology or any real sign of understanding that his lateness had put my day behind. When I concluded the contract paperwork I inspected the van. It was extremely dirty. Dirt, dry leaves were all over the cargo area of the van. As I was already delayed I took the van home and cleaned the van before I moved my daughters cloths and furniture home from college. When I returned the van and Malachi asked how the service was, I replied: "Well the fact that you were late and then the van was dirty, no, the service was not where it was expected." Malachi's response was 'I am sorry. I did not work yesterday so I did not inspect the van. I would have cleaned it for you if you had asked.' I told him, his being late had already pushed my day back and waiting for him to clean the van would have only further put me behind. He had no real apology but did say "you could try Uhaul if you want any money off". This location is contracted with Uhaul, it should be able to act as if they are Uhaul. Malachi had an easy 'out' claiming he was not able to offer any reimbursement due to his tardiness and lack of clean vehicle. I would expect Uhaul to make this right. I am not asking for a full refund, the van did perform as needed. BUT, the service was far below even the bare minimum that should be expected AND delivered. I eagerly await any response from Uhaul. If none is provided I will be placing an update on this faulty service on my Social Media platforms, making my friends and contacts aware of the below par service from Compass Self Storage, acting as a Uhaul contract service provider. Sincerely, Don Huesman don611@gmail.com

Rating:

4.0

The facility was fine but the mobile app is lacking functionality for returning a vehicle. Specifically, there is no way to upload a picture of the dashboard and vehicle, as you can only capture images in the app itself. I took pictures but couldn't add them.

Rating:

3.0

We have rented from this location previously and we had a pleasant experience. The person at this location was lazy. Interior of van was dirty - some liquid spilled down the driver's side door. Worker said he didn't care if the van was dirty. On my previous rental, the clerk walked outside to inspect and note damage to van. This time the clerk stayed inside. We had to note the damage. I presented a credit card and said that I wanted to pay the final payment on a debit card. The worker just went ahead and charged the credit card, which was against my wishes. The clerk wasn't able to figure out easy math to figure mileage, he needed a calculator. This location needs a person that actually does his job!

Rating:

1.0

Wasn't the location it was the entire experience my reservation was messed up so had to travel to a different location not only that but paid way way way too much over 200$ I only needed it for one day I'll never again

Rating:

5.0

A ramp on the 10 ft truck would be nice.

Rating:

1.0

App issues causing 45 minute delay, dead battery in the middle of the move. No call from the manager, and all we received was a $20 uhaul gift card

Rating:

5.0

The location was closed so I checked out on line through my phone. There was no one at the drop off location.

Rating:

4.0

I returned truck the next day like I was told, I dropped keys in keyboard. But I later noticed I was charged twice 78.35 and 60.05. I didn't know why so I called the one 800 number and she said I was charged more than one day. I never knew about the mobile return, was never informed this when I rented truck. So yes I would like a refund. Thank you Delena Embry 513 546-5789

Rating:

4.0

It's fine. Just as someone who has no experience driving something like this, backing up off a steep hill induces anxiety

Rating:

3.0

My U-Haul smelled terrible like moldy diapers! Paid 76 dollars for smallest 10ft box truck and out 30 in gas felt like it should have been wayyyy cheaper considering they only gave me it with 1/8th of a tank!!!

Rating:

5.0

U-Haul smelled heavily of smoke

Rating:

5.0

The locations we fine, but the process for renting a one way truck was not ideal. We only needed the truck for three hours and 40 miles. After taxes and fees, it cost $193. That is ridiculous for what we needed it for. And when we went to drop it off even though we were told they were open until 3pm, they were closed so I had to download the app. The app glitched when I was trying to submit the photos it required so then I had to call customer service. Very frustrating. Will not rent a one way truck again.

Rating:

1.0

There are no complaints about the staff, but some employees do not know how to talk to people. Some people do not understand how to calculate the exact distance from the place where the truck is picked up to the final stop. for example: [in Chicago, at one of the company's offices, I was told that my trip would cost $100. and they didn't say that I would pay for the gas.. and when I come to another state. where is my final stop. They didn't tell me a hundred dollars, but 170. they calculated it on gasoline. The staff should talk to them before handing over the truck.] And there should be a full tank of gasoline in the truck. so that I don't look for a gas station. and the staff has to say it all.

Rating:

4.0

Good customer service. Quick and polite.

Rating:

4.0

Mr. O Brian is a wonderful man. Always has a smile.

Rating:

4.0

Trying to check out online has too many glitches. I was having trouble with the app accepting the picture I uploaded and I couldn’t advance to the next page to continue checking out. This has happened before in the past.

Rating:

2.0

Second time i used this site and both times the vehicle was not ready and the employee was late. All despite using the mobile application and trying to avoid these issues.

Rating:

1.0

The truck I was provided with was clean. However, I was charged for a utility dolly which I neither asked for nor received. I did not become aware of the excess charge until after I returned the truck, when they charged me for not returning the utility dolly which I never received. I have not received reimbursement for the rental charge of the utility dolly which I did not receive.

Rating:

4.0

Location was closed when I returned the truck but the personnel at the location checked it in for me the next day and made sure to follow up with me.

Rating:

3.0

THE UHAUL APP IS THE ABSOLUTE WORST. IT TOOK 45 MINUTES BECAUSE IT KEPT REJECTING THE PHONE NUMBER ENTERED FOR A FAMILY REFERENCE AS THE SAME AS THE PERSON RENTING THE TRUCK, WHICH IT WAS MOST ASSUREDLY NOT. THEN HAD TO SWITCH THE NAME OF THE RENTER B/C WIFE MADE THE APPOINTMENT AND I WAS DRIVING. CLUSTERF*CK ALL AROUND. ALSO -- ABSOLUTELY ABSURD THAT I HAD TO INCLUDE TWO FAMILY REFERENCES. WHOSE MORONIC IDEA WAS THAT? I WILL NEVER ALLOW IT EVER AGAIN - YOU GOT ME BECAUSE I WAS OVER A BARREL AND NEEDED THE TRUCK, BUT I WILL NEVER SUBMIT A FRIEND OR FAMILY MEMBER TO BE SUBJECTED TO YOUR ABSURD REFERENCE CHECK AGAIN. HOME DEPOT CAN RENT ME A TRUCK A LOT CHEAPER, BUT I THOUGHT THIS WOULD BE MORE EFFICIENT. IT WASN'T. PS* IN TRYING TO SUBMIT THIS FEEDBACK, I AM GIVEN THE OPTION OF SELECTING 'NOT APPLICABLE' WHEN RECOMMENDING THIS LOCATION TO A FRIEND. AS I WILL NEVER BE USING UHAUL AGAIN, I SELECTED THIS OPTION. THE FORM REJECTED IT SAYING I DID NOT MAKE A SELECTION. SO I'M CHOOSING 'NO' IN ORDER TO PROCESS THIS FORM. THE APP AND WEB DEVELOPERS UHAUL CORPORATE HIRED FOR THIS JOB ROBBED YOU BLIND. NEXT TIME HIRE LOCALLY SO THERE MIGHT BE A SMIDGE OF ACCOUNTABILITY.

Rating:

5.0

Customer service rep was outstanding! Best I have ever dealt with. Truck was a bit dirty inside and needed washer fluid. Regardless, would absolutely recommend to a friend.

Rating:

1.0

I had originally arranged a pick up from UHaul Moving and Storage and Beechmont because that’s where my storage unit was. The store closed at 7. I selected a 6:30 pickup, but knowing that work and traffic could delay me, I decided to select a pickup via the app so I wouldn’t have to go in store in case they closed. Sure enough traffic delayed me about 30 minutes from my pickup time. I went into the app to start my pickup process, and I got a message saying there was no equipment assigned to my reservation. I first ran up to the front (it was like 6:58 at this point) and said what the app said. The person, who clearly was focused on going home, said “the 1800 number is the only help you can get now.” Frustrated, I called the 1-800 number listed on the app. After 5 minutes of waiting, someone picked up and I explained the situation. After telling my story, the person goes “oh sorry, I’m in sales. I’ll transfer you to customer support.” I waited another 15 minutes for an available support. They told me that “because your pickup time was during open hours, they just changed my reservation to in-store pickup because it’s ’easier for them,’ and because I was late (btw, the app said pickup within an HOUR), they just didn’t link anything to my application. I explained that I didn’t want in-store pickup, and that I had specifically requested an app pickup because of the possibility of traffic, etc making me cut it close to the closing time. With the most bored voice possible, the support agent says “that’s just what they do in these situations.” I explained that this wasn’t right, and that this lack of communication could greatly derail my plans, and she responds - shortly - “heard.” She then tells me there are no trucks available for mobile pickup, but she found one at another U-Haul facility 20 minutes away. I then had to drive 20 minutes, go through the 10-minute mobile pickup process, then drive 20 minutes BACK to my storage locker. When all was said and done, the process took an extra 2 hours than anticipated, causing a chain of delays that wound up derailing my plans. This was extremely frustrating, and it is causing me to question whether I will ever use UHaul for my moving and storage again.

Rating:

5.0

The only concern is that I requested a rental for 8:30 am but the store didn't open until 10. Though my email confirmation noted that my reservation was for 10, I was not actually alerted of this when I was trying to make the reservation and thus I missed this. A "pop up" stating that the "location doesn't open until 10 am, do you still want to make this reservation?" would have been helpful.

Rating:

5.0

Easiest experience I’ve ever had renting a UHaul - thank you

Rating:

5.0

Absolutely easy and the owner was fantastic. I would highly recommend using this site again. The vehicle was very well maintained and ran perfectly.

Rating:

5.0

None. The Customer Service and ease-of-use of the equipment was great.

Rating:

5.0

Great overall experience! Store manager was professional and helpful. I will definitely use this service in the future.

Rating:

5.0

The lady was great, I’ve never had a bad experience with U-Haul or this location

Rating:

5.0

The photos of truck in the app were not updated (one side of truck door was dented) so I would just suggest updating those shots to make the check in process smoother (so renters don’t have to take photos to dispute the condition)

Rating:

5.0

Great job from the front counter, communication to the return.

Rating:

3.0

The truck I rented has a leaking gas tank.

Rating:

4.0

Great people!

Rating:

4.0

People are great!! Cab of truck only so so, box of truck was clean!

Rating:

5.0

I got a call at 5:30 on Friday from UHaul telling me that the location was going to be closed on Saturday so I would not be able to pick up the van. I was offered a rental from another location 7 miles from my chosen location. The UHaul person said that I would be on the hook for the additional mileage. THAT IS HORRIBLE CUSTOMER SERVICE. First I learn 15 hrs before the pickup (and 30 minutes before the location closed for the day) that the location was unavailable to me; then I'm told that i will have to pay the additional $10 for the mileage! Fortunately my office was 5 minutes from my preferred location so I could check out the van on Friday. YOU GUYS GOT LUCKY THAT I WAS ABLE TO DO THAT.

Rating:

4.0

Explain extra charge on invoice, provide clean equipment

Rating:

5.0

Personnel were courteous and professional. I would recommend this location to anyone

Rating:

5.0

Very nice to work with, Super Clean Truck. Comfortable to drive too.

Rating:

5.0

Everything was fine! The van was clean and well maintained. The staff is always very accommodating and friendly.

Rating:

1.0

You guys suck big time. I had to wait an hour plus to get my truck, and was charged $156.32 plus another $2.14 by the drop off location. This was a one way trip only to travel just 28 miles to my home. I would not recommend Uhaul to anyone at this point. Scam job, and piss poor service on top of it.

Rating:

5.0

Well run location! Vehicle was spotless! Pick up and drop off were quick. I’ll be back!

Rating:

4.0

I am very disappointed. The vehicle was rented to use for the evening. After dark, I turn on the headlights and the left front headlight was out. After contacting customer service, i get a generic e-mail saying no compensation will be offered and I could have called the 24 hour roadside assistance. But, i can rest assured that they will fix the problem for the next client. Sorry, but my time is more valuable than that as well as my safety. Expecting me to accept the responsibility of finding maintenance issues with your vehicles is not my job. You should check the vehicles before they leave your lot, especially things like headlights which take my safety into consideration. I am not a happy customer and will consider other rental companies in the future if I don't receive some kind of credit.

Rating:

5.0

The staff at Compass Storage are awesome! They are very helpful with the U-Haul

Rating:

5.0

Your employee LINDSEY was outstanding!! She has the personality of someone that I would want on my staff!! Kind concerns and most courteous!! Whenever in the future I need to store something I will definitely use your company!! Edward Harris

Rating:

5.0

Thanks for the great and friendly service!

Rating:

5.0

Great customer service. Friendly staff. Efficient and easy processes on both ends!

Rating:

1.0

Was to pick up my truck at Compass on Wilmer Ave at 6pm Monday night. I decided to go at 4:30 instead. Upon arrival at 4:30 found a note on door saying “Left at 1:30. Office is closed “ Having just driven 20 miles to get there , I was a little ticked off no one had decency to notify me. Went there the next morning at open ,9:30, only to wait around for over one and a half hours due to “software problems. “ Now, the gentleman working was very nice and he was filling in at this location but seriously? Needless to say these issues totally screwed up my schedule and I spent way too much time on U-Haul’s shortcomings.

Rating:

5.0

Great fast easy friendly customer service at this location.

Rating:

5.0

Clerk at the office exceeded my expectation - total sunshine! Extremely quick and easy process

Rating:

1.0

Rental was scheduled for 900 am. The associate didn't show up to work until 940 am that morning. Left message with answering service. No response for Compass Storage.

Rating:

5.0

The truck suspension was terrible. Multiple times during my trip I was bouncing almost uncontrollably on the road. The truck also skid a couple times at stops with no anti-lock. I would not rent this truck out again until these items are fixed.