The location was not the issue. I scheduled the equipment a week ahead of time and picked a completely different location. The location I picked was confirmed in an email I received and a phone call I got on the same day I scheduled. When I went to pick it up, however, I came to find out that the location was changed without my knowing, and only found out after calling the help center. Later I rechecked my email and saw that they also sent me a second email that had this new location on it, but why would I have checked this second email when the correct location was already confirmed in a previous one? We finally got to this new location and began the process of self-pickup (by the way, this location was closed for the day so there was no way for us to get help inside for the following issues). Every single time I switched tabs or closed my phone and went to go back to the uhaul page, I had to re-login over and over, and the instruction page was not intuitive to get to or through. I also had to re-enter all the info I already entered when I made the appointment which is insane. Then we had to wait for "approval" (by the way, they kept making me put in different phone numbers for some freaking reason), which took so long I called support again and the support person informed me that we were approved while I was on phone with them, so then I had to re-login again to get to the page where we could finally get the equipment. From here it was fine until drop off, when the instructions were not entirely clear and not user-friendly. I understand that they probably made it this way so that I would download the app, but I don't go around downloading everyone's little apps, especially for things I don't do regularly like renting a moving truck. I'm not downloading your app, please don't make your website a slog to get through.
Amber J
Customer Reviews for Compass 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.
We were happy here. We couldn’t rent from the site closer to home (Marathon on Alafaya) as they were short staffed and weren’t open despite a guaranteed rental. When we called, we were given a credit and directed to this location. That part was perfect.
Robert KThank you
Magda DThe person whom I dealt with was super helpful
CECIL HI made a reservation for Sunday afternoon, picking up a 15' truck at Compass Moving & Storage in Oviedo, FL. But when I arrived to get the truck, no one was at the office, even though it was during business hours and the sign said 'OPEN.' We knocked on the door and waited for 15 minutes. I then called the office (11) times - no answer. Left a voicemail – never got a response. As I had to get our things out of a house before a showing, we were on a tight schedule. I went back the next day (my last possible day to move these items from the house) and my reservation had been canceled by 'someone.' It took 10-15 minutes to finally get set up and get the truck. This was an absolute clown show of customer service that, honestly, deserves a partial or full refund. I will actively look for opportunities to tell others to avoid this U-HAUL service location.
matthew pAC wasn't working in truck off and on first day then not at all second day. There was no key to the door padlock. I needed this and didn't have use of it. I even went to look at another location's 15' truck to confirm it had that. Assumed it would be on my truck. I was on deadline with moving helpers and at $1.19 per mile had no stores nearby to purchase a lock. I had to change all plans to make sure nothing was in the truck overnight. All in all not my best rental of at least 8-9 over the last several years.
David W07.20..20.23..Good Morning U-HAUL Whent to U-HAUL to Rent a Truck... Walked In and Meet ANTHONY and ASHLEY TWO of The-MOST Polite and Nicest People Anywheres-EVER......!!! I-WILL-DEFINITELY RECOMMEND COMPASS Self Storage AND U-HAUL Truck Rental...☆☆☆☆☆ +☆ AT THE END OF IT ALL WE BECAME FRIENDS AND...now-a-Days Good People are HARD-2-FIND--->>> THE-ONLY-THING Missing Was the Coffee-Machine.....☕️...improve..!! THX-U-HAUL... WE WILL-B-BACK....🕶
Carlos AThey charged me $30 for cleaning which I didn’t even use it moved a bed frame no furniture no trash or small items i left nothing in the car that is really ripping off
Lucy YThe equipment was clean but the ignition switch was difficult turn turn on and start the truck.
Dale MMake sure the General Manager Ms Ashley do an extensive course in customer service - how to deal with the public. She refuses to do her job in a professional manner because she felt I came in the store with an attitude- meaningful a certain facial expression. She made a mistake and add safe move when I told her I didn't need it she told me to contact Uhaul.com instead of simply coŕrect. This was then I really got an attitude and stand my ground...eventually she reluctantly cancel and do as I recommended after much time of back and forth -another contract without the safe move the safe
Dougal CBe more responsible with costu.er concerns.
Juan RCommunication skills and willingness to help with explanations lacking. Particularly from the female attendant. Another customer and I arrived at the same time. Both attendants were on their computers and seemed bothered we showed up. As if we interrupted their morning. Unfamiliar with the process IT WAS FRUSTRATING. No explanation of what might be the best plan for my situation. I felt as if they were just trying to get me out of there. Through the process I learned I spent way more than I needed. No commitment to customer service or repeat business from the attendants. U-Haul support was not helpful during my rental experience either. Very fragmented operation.
Robert LInclude the code and the lock number for the truck. I had to spend 30 to 40 minutes on call with support to get access to the truck
Brian DThis was my second rental experience within the month and I returned here bc Ashley was efficient with my time in addition to educating me on the partnership with supporting Luekemia research. Recommend adding that to your website as I did not see any mention of it there.
Brett Mi live truck with same fueling like was on pick up but still was changing 30$ extra and 45 for 10 gallons !
Volodymyr SThank you so much for everything love everything. Excellent service from 5 star I will give 10. Great customer service thank you Stephanie 👍🌹
Daniel RVery easy and quick to rent staff was very friendly.
Cynthia BThe UHaul website was very slow due to heavy traffic. The process for pick up and drop off online took a long time to do both. Customers not told ahead of time how long processes will take.
jennifer cAll went well. Ashley made the transaction very easy. She's very knowledgeable. Thanks
Rodney TOffice staff was incredible!!
JAMES LNot sure there’s much you can do. The person working just had a really nasty attitude. Showing favoritism to other customers as if she knew me and disliked me. Someone in the customer service field should really do much better at servicing customers. It’s about the most simple thing you can do. Starts and ends with being kind.
JESSE BGreat Staff! I had an issue with my Mobile set up and the employee at Compass was able to help me. Great Service! The best place to rent a Uhaul truck in Oviedo.
Luis Cfrom our east on line booking if our truck all the way to give back… perfect. We choose this dealer as this is where we have our unit for charity . great staff !!!!
james gDid not have truck ready when I arrived so had to be sent to a new location
Brayden MFound the staff very friendly the truck was well equipped no problems at all
peter DThe ratchet straps on the auto transport were both jammed which took about 2 hours and a half to un jam them and took the help of pliers, wrenches, and other material to un jam it.
Tiffanny RSuper simple check out and check in - thank you! Very pleasant attendant both days. My only suggestion would be to replace the windshield wipers. Thank you for a great experience!
Laura AI drove 31 miles; I filled up gas 5 gallons which is a little bit more than when I pick up rental truck and they charged me gas when it's not supposed to. 😑
PLUTARCO MNot many vehicles were available on the location.
Khaled AThe gentleman working the counter was very helpful and friendly.
DONALD HMy friend really enjoyed with it. It was very good service.
TANGUY CThe staff was very helpful and got me setup quickly and easily. The truck was perfect. It worked out great for our move. Thank you
JASON POutstanding service by a young man.
Kip MNot the locations problem however, the appliance Dolly was unable to climb stairs at our apartments because the wheels are not large enough.
Sauda AGreat friendly service at Compass self storage. I will continue to use U-haul for my moving needs and will look at Compass for storage or future U-haul needs. Win/win/win
YOANDY VThere were some left over lumbers in the truck from previous customers. Otherwise, We love this place and a lady who helped our check in is very supportive, professional and friendly. Thank you so much and we’ll come back soon.
Toru OGreat customer service, All questions were answered. The truck was ready to go, easy process. They have gained a customer that is new to the area. Thank you Anthony
ISRAEL VAnthony have s amazing to work with! He’s professional and helpful and makes the process go very smooth. Trucks are always in good shape
JAYMI DI appreciate the staff at this location very much, they were very kind and courteous as well as understanding when we could nit return the truck on time due to a situation that occurred. When they received our message the next morning they called to make sure Al was okay and when we returned the truck they again was so nice when returning the truck and made sure that our experience was great from beginning to end and it was. I have rented from this location several times and never had any problems what so ever with picking up or returning the truck. Thank you
Roberto CEverything thing was great. Anthony made a stressful situation fun!
KIM PAnthony was fantastic at this location in providing excellent customer service!
Jason AThe staff are professional and very helpful. Shout out to Anthony for making my experience painless.
RICHARD MNo entiendo porque me están cobrando el tanque de gasolina full si lo recibí en menos de la mitad y me gaste solo medio cuarto
SERGIO CIt was the easiest truck rental that I have ever done. Staff was super friendly and professional.
Antonio FWhat can U-Haul do to improve for the next customer as follows; if a customer rent ANY vehicle from U-HAUL [5×] THE SIX WILL BE FREE FOR [24] HOURS 🤗
REUBIN MLocation was close to the house. It’s nice to be able to rent the truck off the U-Haul app. Nobody is needed to rent the truck.
Donna CMake it easier for people to log in
Clayton RMake the process easier to rent a vehicle. The mobile app did not work although I had a reservation number. I lost about 1 1/2 hours trying to work through the process. All the while I had a reservation and was looking at the vehicle I had reserved. Horrible, Horrible, experience.
hayden eWorkers ride, light sensor on dash stated low tire pressure and they stated low tire pressure gauge faulty. The tire was low! Truck cab trash and they stated if I mentioned it the system would charge me to clean so I had to clean it.
Sandra BVery easy and convenient.
Scott WLet them know that the key drop is through the glass door. Not a box. Very hard to see a notice that is a small maybe index card sign that says uhaul with a hand written "key drop " on it.
Thomas HI did a self check out/return with my phone, with little to no contact with store manager. A very seamless process! No problems, no glitches. A tire was low on air reported by the truck's computer, I aired it up, and reported it upon check in, another nice software feature! Nobody ever really wants to rent a truck, but this was practically an enjoyable experience considering. Bravo. *I must add that the manager was super helpful with tips and pointers. If I had one complaint, it would be that I didn't interact with her enough :)
John BUhaul on SR 436 in Winter Park overbooked and tried to tell the customers it was their fault. I called 30 mins after my appointment time to say I was running behind and they said I was cancelled because I was an hour late. THEY NEVER HAD THE TRUCK. Then they called around and found Compass Storage and said they had a truck. Compass Storage called me to say they didn't have a truck but they would do their best to find one. The lady at Compass Storage moved heaven and earth to get me a truck! I had one by noon. So my 8 hour moving day was cut to 4 and we had to double time it. I had one day I could move due to work, and Uhaul on SR436 in Winter Park blew it. I will never schedule with them again. I'd rather run 50 trips with a pickup truck from Hertz than rely on them again. Compass Storage saved my day!
Yvonne GMe atendió Alejandra. Excelente manejo y amabilidad. Me sentí muy acogida en ese lugar. Hay calor humano y excelentes atenciones. Tanto al retirar el equipo como al devolverlo y eso es muy importante. Volveré y recomendaré esa locación siempre
Carmen MEverything very good.
JUAN C