Perhaps my misunderstanding, but I was shocked to see the final price. I needed the van for 3 hours. I was told I could drop the keys Saturday afternoon, but since the location would then be closed the return would be processed Monday morning. Apparently, incorrectly I assumed I was only paying for the 3 hours. At nearly $250, I never would have rented the van.matt aemmer A.
Decatur DeKalb 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.
Friendly staff. The online checkin was great but it was slow. Overall the experience was great.Sedrick W.
Customer did not leave a comment.DELMAR T.
I had a great experience. The mobile check in was easy. There was also a manager on the grounds who did check on me to make sure everything was okay. I will use Uhaul again.SHELLEY R.
I have one word to say about my experience with this location...... FANTASTIC!!!!!!!!!! Jay is a true professional and I will be using this location for my business MILLER'S JANITORIAL SERVICES LLC.......... FOREVER!!!!! THANKS JayMark M.
Much improved in the last year. My passenger door lock was missing but as a whole you got it right. The guy at the desk was goodJason C.
Im so happy I found these guys. They are the nicest and most helpful folks I have met. Rates are super competitive as wrll.douglas t. | Overall Experience
It was after hours so no one was there.DADRIAN J.
Took almost an hour to get the contract done and the payment put in. The computer was not working so we tried doing it on my phone which took a while and as it turned out i couldn't do the payment on the phone. when he finally figured out the computer it still took 6 tries to get it done.Ed T.
Was delayed 2 hours due to an issue with the computer system. I had completed an online reservation and check in but it still took two hours to get it resolved.Michael M.
Customer did not leave a comment.Delmar T.
Customer did not leave a comment.Karlene S.
Customer did not leave a comment.Sivaram G.
Customer did not leave a comment.patrica J.
The location was fine, but I have a few pieces of feedback for your app to check out the rental remotely and before the office was open. 1. The app requests a good bit of info and has a fairly short automatic cut-off. I was "timed out" twice before I was able to complete the process the 3rd time. 2. And, I had to start the process from scratch each time, even though I signed in to my account. Why does it not retain the info? 3. And, some of the instructions were not clear. I was asked for an "alternative contact" and entered my wife's info, only to be told it was duplicate info. Then, when I was given the same prompt to provide an alternative contact and tried again, I re-entered my wife's info assuming it wasn't accepted the first time. In fact, you were asking for more than 1 alternative contact. This was not at all clear. All the while, the clock was ticking and I was "timed out." Meanwhile, I was standing outside in the cold and was UNHAPPY.Nate S.
Customer did not leave a comment.Ibrahim C.
No improvement needed! Jay was super helpful on pickup and return. Will definitely use again!Dawn H.
Customer did not leave a comment.John B.
Customer did not leave a comment.FREDERICK W.
Would never recommend this location. Had such a bad experience I will not be renting Uhaul anymore.Winston Q.
Customer did not leave a comment.David S.
Customer did not leave a comment.Desiree J.
Great service & vanNeva J.
Easy and convenient transaction. Clean and comfortable cargo van. Would rent again.Sheryl B.
Everything about the â€œdigitalâ€ check-in sucks. My phone doesn't have a functioning camera, so I had to have a friend come with their phone so I could take the necessary pictures of myself, my ID, the car, then the dashboard afterwards. Absurd.Ryan C.
I waa charged $20 because they did not process the return until the next and ot was considered after hours. I could not process the return from the link in the text because it could not find my location even though the permission to share location was active. So an employee took the keys and said they would handle it.Jesus V.
Customer did not leave a comment.Gabrielle R.
Customer did not leave a comment.martha W.
Customer did not leave a comment.James D.
Customer did not leave a comment.Matthew H.
Customer did not leave a comment.Sherelle R.
Can't get anyone on the phone.ROY B.
When someone reserves a truck with mobile check-in at 8am, you shouldn't make them wait until the office opens at 9 for that truck to first be checked in for them. If someone reserves a dolly, have a dolly for them. If someone reserves a truck for six hours, and their check-in is delayed by an houror, at the very least, alert the customer that this will happen.Elizabeth H.
This pandemic complicated getting in an out effectively, hated the whole procedure!!Nicole C.
Customer did not leave a comment.Jeffrey P.
The online process isn't great. Wasn't picking up the location even though the location services were on which made the process take longer. I ordered a dolly for pickup and there were no dollys so wasted an hour and a half trying to find one. The key wasn't in the lockbox so end up having to go in anyway. The contactless pickup needs some work.Yendia W.
Fast quick and easy.Srini T.
Your app is very slow, but overall have no complaintsDiane G.
Customer did not leave a comment.Mahsheed K.
Customer did not leave a comment.Graham H.
Customer did not leave a comment.Calvin J.
Customer did not leave a comment.Melinda L.
Customer did not leave a comment.Jasmine B.
Customer did not leave a comment.Robert S.
We found a mask under the drivers seat way into our journey, so I'm not sure what cleaning was done before we aquired the uhaul.Corey D.
Nothing I can see - I'm glad to see that your staff is treating Covid 19 seriously.Robert T.
The wait time for approval was high. I waited for 20 mins for the online approval. Also once the key pin was provided, the lock was not easy. It became hard to open the lock to get the key.Priyatham G.
Customer did not leave a comment.SANJU G.
Customer did not leave a comment.HUNTER J.
Customer did not leave a comment.Laura D.
When I arrived I was told he had no room to receive the trailer and that I needed to call 1-800 Go Uhaul to find an alternative drop off location. After a bit of pressing, they agreed to take the trailer.Daniel A.
Customer did not leave a comment.Medgar B.
Customer did not leave a comment.Michael S.
Meet me as i was pulling in. Very prompt service. Out within 10-15 minutes. Very courteous staffDONALD R.
Customer did not leave a comment.TERESA S.
Customer did not leave a comment.Ellie A.
The return was very quick and easy.William L.
I will always rent a truck with this company electronically. Easy to use app. Easy pick up and drop off process, all using the app.Maxine S.
Customer did not leave a comment.Robert H.
Everything went great. Thank you.Shirley J.
Customer did not leave a comment.Peter B.
Your in store employees were fantastic at all 3 locations that I visited. At this location the gentleman was very professional and courtious. You telephone customer service was horrible, first thing it took 15 minutes each time I called to speak to anyone, then the first person I spoke to was rude and disrespectful, then hung up when I asked if she worked for uhaul corporate, called back the next woman was considerate and respectful, gave me the number to reservation specialist. Called your reservation specialist who I was told could help that I had 2 pieces of equipment I was renting, neither at my preferred location or even conveniently located near, and both at different locations. They were very unaccomidating, lacked any sort of empathy, were disrespectful and condescending. Very poor telephone customer experience.Allan D.
Customer did not leave a comment.James M.
There is poor internet service at location and could not Obtain the U-Haul truck because of it...has to be done online, yet there's blocked service at this locationdani C.
Technology at the end of the process the screen went away was unsure what to do with the keyCassandra W.
I picked up truck at 9:25 AM and dropped off in the night at 10:01 AM. This, when u-haul unilaterally changed my reservation from one-way to same location drop-off. They didn't inform me. But I accepted the inconvenience. But that wasn't enough. They charged me for two days of insurance and two days of rental. For 12 hours 36 minutes. It won't have been even that if they didn't change my reservation. But why two days? Don't forget that due to COVID-19 self-pick-up and drop-off, it took a long time to go through the entire procedure. I asked them to refund me the extra day of insurance and rental, no response. U-haul does good business. They don't have to be trick people. Stop doing it.Praveen J.
Customer Service was excellent! Thanks!Scott K.
My only negative comment is that I checked on online on my phone and it took almost 45 min for me to get the code for the key lock box. However this was at no fault to this location. I called them to inquire and the were very helpful. Apparently the issue was with the folks running the uhaul.com call center for the app.Racci H.
The check out by phone wasn't working smoothly- locations services problem- the app should tell the user how to activate it. But very nice serviceman at the location was very helpful and saved the dayAmy L.
Customer did not leave a comment.Kwame B.
Customer did not leave a comment.Rajalingam C.
Getting the truck was a nightmare. Took one hour, and we were paying movers by the hour, who sat there and did nothing and got paid because of Uhauls system. I asked to pick up the truck at location one, and they tell me I have to go to location two. I called uhaul, 1800, and they hung up on me 3 times. The uhaul employee helped me. He called several places forhelp. The Internet would not take my info. We placed it again and again. I was crying and angry. Ill never use uhaul again unless you do not use the Internet.Steffanee J.
It would be nice to be reminded of the gas gauge level before it's time refill it. Would also be nice to get an email with a direct link to return the vehicle. If I got one, I guess I couldn't find it. Very easy process overall. I really enjoyed using u-haul at the Decatur Dekalb Storage.Joanne K.
Customer did not leave a comment.Mala S.
I need someone to contact me due to a trailer that wasn't installed properly and damaged our vehiclejuliet P.
They guy at desk was very friendly and helpfulDannie M.
Van was much nicer than we expected!! Thanks so much -I'll be back!Diane G.
Customer did not leave a comment.James G.
Customer did not leave a comment.Rachel N.
Quick and very friendly service from the entire staff. Chatted with the owner for a while unloading my vehicle, which was very enjoyable! I highly recommend this uhaul location.Philipp W.
Excellent customer service and made my moving experience extremely easy and convenient! I got the one way rental! Highly recommendAlbert S.
No issuesChristy F.
Customer did not leave a comment.Greg S.
The truck had a strong smell of cigarettes when we picked it up. We did mobile pickup as the office was closed. This location would benefit from more clear signage on where customers can park their cars while using the equipment.Ryan C.
The mobile signal at the location is very slow. It took me almost 30 minutes to check in and 30 minutes to check out. Great idea and good execution, just poor signal.Carter P.
Safe clean very helpfulJAY C.
Uhaul forgot our dolly that we reserved. This caused a huge delay in our moving process. We had to call uhaul numerous times and they sent us to multiple different locations all of which didn't have a dolly for us. That is until we got to the last uhaul location that finally had one. But guess what? They charges us a SECOND TIME to get a dolly at this location. Thats right, we got charged twice for a dolly we had to run around to every uhaul location in town to find. Very disappointed. I would suggest uhaul keep better track of their equipment. Please feel free to call me at (707)812-5448 for further details. We would like a full refund of our costs.Hagen B.
Significant confusion with pick up. Wrong truck was at location, and no one was available at location to assist. Called customer and they were able to assist; however, we were nearly an hour late.Ashley L.
It was incredibly easy. I would have appreciated a more thorough gas level check before being told we would need to return it at the same level --the word "guesstimate" comes to mind. Thanks!Amelia L.
Customer did not leave a comment.Alysha T.
Customer did not leave a comment.Lynn A.
Customer did not leave a comment.TIMOTHY B.
Very well run facilityRonny L.
Customer did not leave a comment.Jesper M.
Everything went very smoothly. The van was available just as reserved and in good condition. The person getting the paperwork ready was friendly and efficient. Very happy with the rental experience.Anita U.
I had a great and easy experience with this truck rental. Thank you, James, for all of your help & direction with my truck rental.LISA H K.
Customer did not leave a comment.Paul O.
Great service and the people were great to work with.James E.
Service was timely, efficient and complete. An outstanding job all around.George S.
Customer did not leave a comment.Benard R.
This location's service was terrific! The gentleman checking me in was crystal-clear with his communication, fast and efficient with check-in, and friendly. There we no further delays, glitches, etc., and the transaction was smooth and easy, with a convenient location.Brian S.
Guy is a Great customer service associate.Timothy F. | Reservation
Both gentlemen were extremely helpful and professional. The storage area is clean and secure and I am very satisfied with Decatur DeKalb storage. Thank you!Theresa L. | Reservation
Storable unit was easy to access and relatively tidy. I’m glad I got this size.Loanni D. | Reservation
Everyone that I dealt with at the facility was so friendly and helpful at all times. I would use them again and recommend them. Thanx Decatur DeKalb storage.SHARON T. | Overall Experience
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