This women was extremely rude unhelpful gave me so much anxiety and made my moving day so much worse with her attitude and not being understanding of someone's situation then notes in my account that I started off being rude and I was just rude to deal with the whole time. When she is the one that started the attitude first when all I did was ask questions. Sorry for having anxiety and panics attacks ma'am but when you call someone and give them that information it's going to effect them and possibly send them into an attack be more understanding of everyone's situationMELISSA MICHAEL W.
Customer Reviews for Compass Self Storage LLC
(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.
Very flexible when I had to extend the return of the truckSydney R.
Customer did not leave a comment.DONALD DELON M.
Provide staff who do not rip off the customer by charging fees that are not warranted. Truck was cleaned prior to drop off, and was still charged cleaning fee. Photograph of fuel level at 1/2 upon pickup in North Branch, paperwork showed 5/8. Made sure to advise drop off point person of this.... brought truck back with a little over 1/2 tank was still charged for fuel I did not have upon pickup.craig B.
dropped off after hoursCHRISTINE LYNN D.
Customer did not leave a comment.CHERYL LYN B.
Customer did not leave a comment.KRISTIN LYNN H.
Filling out the paperwork on line saved a ton of time when picking up the vehicle. Both pickup and drop off were quick and super easy. Equipment was in excellent shape and the staff very friendly and helpful.Pete G.
Customer did not leave a comment.Brenna W.
Lock box broken. Lots of people with truck problems in the store. Only one worker who doesn't normally work there so had to keep calling for assistance and couldn't help. Customer service was was horrible. Very unorganized. Not recommending to friends.Delaney S.
Customer did not leave a comment.Gene C.
Customer did not leave a comment.Peter S.
The inside cab had coffee spills, was not â€œcleanâ€. The outside had definitely not been washed, bugs on windshield, in front. Where you pack the items was clean, however.Cheryl S.
This location was easy to find- even in the dark. Process of returning was very detailed but easy.Mark M.
Customer did not leave a comment.Scott M.
Customer did not leave a comment.Elizabeth S.
Staff was somewhat rude and did not communicate at all. Tried to strike up a conversation but nothing. Vehicle had a black used mask laying on center console and napkin on the floor under the seat. Then they charged me for cleaning their neglected mess. Disputing charge so may get resolved but as of review it has not been refunded.Jay W.
Lower your feesANNA LOUISA-DIMI M.
We would not recommend this location. We had a reservation made 3 weeks in advance. The person working at the location was useless. We had a reservation number and she had told there were no trucks available for our reservation. 2 trucks had been dropped off just before we walked into office. We could see 2 parked trucks. She claimed neither one was available. We were given a uhaul card with area manager cell number and uhaul number. We went outside I called uhaul number and my husband called the area manager. The customer service agent from uhaul was rude and totally disrespectful to a customer who was trying to find out why the reservation was not being honored. My husband was on his cell with the area manager at the same time. We were told closest truck was Traverse city. My husband asked about the 2 trucks in parking lot. The area manager let us have 1 of the trucks with the request of returning it by 12 pm the next day. The lady working at the storage locked the door for 30 minutes. She had to unlock it because other customers had shown up. We were able to get the items moved but we had to leave the items in the yard because the apartment was not ready at the time the truck needed to be back. We got the truck back in time for the next reservation. We did get a credit from the area manager and he was the only positive in this whole situation. Will not be back to this location.Maureen B.
I would not recommend anyone use UHaul after the last few experiences that I have had. This is not specific to a location, the organization is poorly run and never follows through on their commitments.Eric G.
Tell iPhone users to download your app. Tell people that if they are more than 15 minutes late they lose their ability to get it online. Your wait times on the phone are ridiculous.Lori O.
Customer did not leave a comment.Michael C.
Customer did not leave a comment.Amy R.
Customer did not leave a comment.CHRISTINE ANN B.
Customer service at the 1-800 number was HORRIBLE! The website was down so I had to call. I called and after 45 minutes on hold I was told my reservation was for a different location (it wasn't). Then they put me on hold again. 10 minutes later they came back and told me I had changed my reservation (I hadn't - the website was down). Then after ANOTHER 15 minutes on hold they told me I had to go inside to pick it up and not do it remotely. When I questioned this (because the woman inside told me she couldn't rent to me, I had to do it remotely), the UHAUL agent hung up on me! Over 2 hours just to pick up the truck I rented and 2 hours into the 6 hour window I was allowed to have it!Diane G.
Customer did not leave a comment.Ali A.
Customer did not leave a comment.Komeil K.
I noticed the fuel was not full (at 3/4 mark), when I started the truck. I took a picture of fuel level and the mileage before I drove off and informed the front desk lady about that. When I got my recipe, I found that I was charged for 8 gallons of fuel for 16miles of driving which is absurd. The fuel level is still at around the 3/4 mark (barely noticeable drop on the level which make sense as it is early for a car to use only about 1 gallon for the 16miles driving.) I returned to the front desk to ask for the reason, she was not willing to help and asked me to leave the room and directly call uhaul. I waited for 35mins on the line to get to customer service. Marsha helped me to open a dispute where I uploaded the image for the fuel level and mileage of the truck when I get it, it matches with the record. Now I am waiting to see how this issue is handled by uhaul. Depending on the result, I will take further actions if needed.XI D.
I dropped off my rental very late at night. A brighter light around the drop off box would have been helpful for me to read the text printed on it.PATRICK ROBERT O.
Customer did not leave a comment.Hunter T.
There was no one there. We dropped keys off. The line waiting for service was at least 5 people long.James D.
Customer did not leave a comment.MONICA LORRAINE H.
Customer did not leave a comment.WILLIAM ANDREW S.
Customer did not leave a comment.CHRISTOPHER N S.
Staff and movers were excellent! It was a very smooth move.KARYNJEAN L.
Customer did not leave a comment.leah B.
Customer did not leave a comment.Bryce C.
Customer did not leave a comment.Justin S.
Customer did not leave a comment.Jeffrey R.
The truck had not been cleaned - isn't there Covid cleaning? The key box didn't work. Overall it was more hassle than any other time I've rented. Phone keeps you waiting forever.jody S.
Location was great but the truck was terrible, after I finished mobile check in, when I start truck, It sounded so so loud, and even i smell something burning from engine, I stayed there for two hours to figure out how to get another truck. I am not going to use u-haul anymore, it was so TERRIBLE experience.Jinhyun K.
This is the first and last time that I use the self service. With the app not recognize my location (required), the requirement of a second contact, and having to wait for 5 minutes for a customer service rep to even engage me, the whole process of getting the truck took over 30 minutes. UNACCEPTABLE!!!! The check-in process was even worse and if it were not for the worker being there, I don't know what I would have done. I was stuck as the app would not allow me to go any further, and it would not recognize my location, and there was no link to scan the location barcode. In addition, there was no phone number to call for support on the app or the door to the location. In contrast, I rented a truck a couple of weeks ago. Getting the truck took 5 minutes in the store with someone there to help. Checking the truck in took 30 seconds. I am not against using technology. I am in the IT industry myself, but you NEED to make sure your app works, and that a user has a way to get help if it doesn't. The whole process should not take more than 10 minutes. VERY DISSATISFIED!!!!!Jefferywayne H.
The truck had a hole in the bed and it was pouring rain when I moved.KAYLA JEAN S.
I thought that everything was done well.Christopher W.
Get drivers pre-approved ahead of time. I shouldn't have had to sit there for 10 minutes waiting for someone to approve my license picture when I'd already made the reservation days ago. Also - replace word locks. Was nearly impossible to open, and the phone representative I spoke to said many people have issues with them. I had to have an on-site employee help me, who didn't wear a mask, and totally defeated the purpose of doing it contactless during a pandemic. All of these issues cut into my time with my movers and left them standing around waiting for me for 40 minutes.Shannon K.
Everything went well. Thank you!Ghada I.
Customer did not leave a comment.Ian H.
I wish the approval process was faster. And it was easier to find out how to return the vehicle because it was my first time. But other than that It was super easyDominic F.
Uhaul needs to answer the phone more quickly. I was having trouble with my phone both when I tried to pick-up and drop off. Thankfully I had someone with me who had a phone which I was able to resolve the issue. When returning the truck I couldn't take a photo of the dashboard with an iphone it just went black and I couldn't continue without the photo. I called u-haul and no one picked up for at least 20 mins, at which time I figured out how to use another android phone which worked. Someone at u-haul should answer the phone more promptly, especially after hours for people trying to pick-up and drop off trucks. I had the staff at the storage place tell us how to open the lock through the door, which was a helpful tip, but prior they said I had to call u-haul with any problems.Kathryn V.
Customer did not leave a comment.Jeffrey R.
I was charged an extra day for a truck I used for less than four hours. I returned it, put the keys in the box, stayed on hold for over half an hour, confirmed the time I turned the truck in, and still was double charged. Their stupid worthless on line account did not work. I could not log on as they claimed they did not recognize my email THAT THEY SENT MY CONFIRMATION TO! Clearly an electronic lie. The worst rental experience I have ever had. Go Penske! I'll never ever use this company for anything again. $132 to use a truck for 3 hours. Congrats on your extra money. It's the last you'll ever see from me! Also, as a bonus, none of the staff wore masks during a pandemic, so that's awesome, right after we've had the largest outbreak we've had in our community. Thanks! Steal from me and maybe give me COVID, the complete Uhaul experience.james G.
Customer did not leave a comment.jeff G.
Horrible experience. Never again to use U-Haul. EVER!!!!Jeff K.
Hardware and location is fine.....truck was clean. Fortunately, an employee came to work early....the online process is virtually IMPOSSIBLE to use. Call in folks were polite but unable to help with the process. The on site employee was able to help us get going an hour after the appointed time. Same routine on the return. Employee was working Sunday afternoon. She was helpful and polite. Without her, I'd be renting from Penske.Don F.
Customer did not leave a comment.Heather L.
The pickup location was fine. Picking up the vehicle however was a nightmare. It took over an hour and 3 phone calls for the app to work and it went from we are verifying you to your vehicle is ready with no key retrieval information. Awful experience.Amy M.
A completely frustrating experience. Apparently, Compass is not the same as Uhaul. I did the entire check in prior to pick up only to be told they were closed and I would have to go through it again via my smartphone at Uhaul.com/share. Then after all that and getting a code to open the drop box for the keys, I find the box isn't even locked. I also purchased boxes and was told I would need to pick those up at a Uhaul location ten minutes away. Plus, upon return they called me twice the next day saying they couldn't find the keys, which were left right in the mailbox. I don't understand the difference between a Uhaul and this place. I did everything online through Uhaul and never was informed this place would be closed or that my boxes were elsewhere.Leslie B.
Took me an hour to check in and had to call reps twice cause first didn't know her job!! Called twice the day before to see what I had to do and both reps never mentioned I needed two people to verify myself by calling each one !,! Very Dissatisfied with check in process!! Check out process was good!!Joseph Z.
The Uhaul has some wet spots in the back corner and some little debris from the previous renter, but overall the experience was very goodMatthew G.
Customer did not leave a comment.Meredith H.
Customer did not leave a comment.Jeffrey B.
Please provide a clear return Address Location at the pick up location! It would help. If you provide a navigator on the truck it would helpSelmanyusuf A.
The truck was high mileage with the engine light on the entire move. Vibrated like crazy on the highway. Very poor gas mileage. Expected better from UHaul.Clayton C.
Customer did not leave a comment.Mark S.
Using the website to drop off after hours was frustrating. Couldn't access internet.Deborah B.
Customer did not leave a comment.Alyssa T.
first of all I rented a U-Haul for another day and it was failed to be reported on the computer that way. The next morning they called me wondering why it wasn't turned in the Wonder working that day failed to report it that I was having another night cuz it was late. Then when my husband went to return it about noon nobody was there so he just left the truck.ronda J.
Customer did not leave a comment.jessica W.
Customer did not leave a comment.Bethany P.
Customer did not leave a comment.Anthony S.
Customer did not leave a comment.Casey B.
Vehicle was great, staff was courteous and kind. Facility location was good.Timothy S.
Customer did not leave a comment.cheryl R.
Great experience!Qisheng W.
Customer did not leave a comment.JOLYNN T.
I called the U Haul on north Larch in Lansing and when they told me my pick up was Chandler rd. I didnt stop to think about the per mile charge. Every link i was supposed to use didnt work and ultimately i was charged for fuel after putting more than enough in. Even though i showed the woman before i left. It also took 30 mins to check my own truck in. I tried to call the numbers provided and got conflicting return times. Dont talk about 24 hr rental and have someone else saying ill be charged for another day! i DID NOT HAVE THE PHONE NUMBER TO THE ACTUAL LOCATION, EVEN ON THE RECIEPT. Right now ive gone from recommending this company to all my clients and students to giving a warning that specifically uses this.Lance H.
The rep that helped me at the East Lansing location at 4200 Hunsaker Drive, was rude and not at all compassionate to my being upset that they did not have the furniture dolly or dozen pads I ordered for our move. She told me to stop at a U-haul location to pick them up. She clearly didn't think about how inconvenient and difficult it is to drive around more than one needs to in a 26 foot truck. I was disgusted with her service; she does not represent Compass Self-Storage or U-haul well at all. I walked out of there vowing I would never use U-haul again. Customer Service is not her calling. The rep at the East Lansing Compass Self-Storage location needs customer service training because she gives both companies a very bad name.Graciela R.
Customer did not leave a comment.Charles A.
Customer did not leave a comment.Garyduane K.
Customer did not leave a comment.Casey B.
Customer did not leave a comment.Victor D.
Customer did not leave a comment.Abhiroop G.
Customer did not leave a comment.Douglas E.
Renting the van was super easy.Heather W.
Customer did not leave a comment.Azazaiah I.
Customer did not leave a comment.Casey B.
Customer did not leave a comment.Scott M.
Customer did not leave a comment.Feifan X.
Couple problems: The key was off - had to always jiggle it in the ignition every time trying to start it up, very time consuming. The driver's window handle was missing it's knob, very time consuming trying to open and close. Both visors were busted and hanging in view sight (nothing to hold them up to ceiling), very hazardous. Lastly I rec'd a call from the drop-off location rep. 5 minutes before my drop off time of 2:00p.m. asking where I was at and that the new customers were waiting. I could not talk and drive, but I pulled in minutes after that. Don't you allow at least a 15 min. leeway? All the problems with the truck definitely delayed our rental trip.carole S.
I was charged for overtime fee but turned it in on time. Customer service was rude.Kayla I.
Customer did not leave a comment.Michael V.
Customer did not leave a comment.Nadiya T.
Took forever at the counter even though I had already completed everything online. This required so much information/so many pictures upon completion of the rental I will not use them again. Took forever.Patricia A.
Customer did not leave a comment.Lynne S.
I found the u-haul reservation, pickup and drop off to be very efficient. I appreciate the on-line check in and return which made our move less stressful. Being on our schedule vs a fixed schedule was definitely a positive. The rental location was also very convenient.Thomas M.
The only thing I want to make sure of is I had preferred a dozen of the padded blankets, but did not receive them. I want to make sure I was not charged for them. Angela Ludwig. Picked up on 8-27-19Angela L.
Customer did not leave a comment.ALICIA J L.
Customer did not leave a comment.Gillianhelene C.
Did online turn-in.Jeffrey B.
Customer did not leave a comment.Kevin M.