Make it more clear that you can only pick up during hours because the items are behind a gate. This was not my original pickup location which had 24/7.
Darryl S
Customer Reviews for East Penn 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.
I ordered a hand truck with the uhual, they called me 2 days before the rental date to tell me I would need to drive elsewhere to get one. Ok, whatever, not a big deal. The Uhual truck itself was pretty clean but had a check engine light on with a note saying they are aware of it but it shouldn't effect anything. Don't know if it was related, but it ran REALLY rich and ran like an absolute dog. It's a rental uhaul, so whatever, it got the job done. The parking was the absolute worst. They keep 3 trucks in an insanely small 3 spot parking lot but right up to a 4 lane highway and absolutely no space to turn or manuever the truck. Like, I got the truck on the day I requested and I moved what I needed moved, but....i don't know...
David Rgreat experience. change nothing.
rob dThe online check out knows the actual mileage and then charges my MC. Yet the email “receipt” is using the estimate; not the actual. This unacceptable. The MasterCard charge needs to be integrated with the receipt so that the value is actual not estimated..
RICHARD EYour app is difficult to operate, it would not let me register. I even called customer service and they just said wait an hour to try it again. It took 24 hours before I was able to actually open it. Great company, nice people but the App sucks!
GLENN MGood owner
Luke PEverything was good
WILLIAM EThe staff was beyinf helpful but it is difficult to get into with bigger trucks and you have to go in and ask them to open the gate for you to get the truck in.
Glen CAccidents happen and I understand that but I was given the wrong key but was able to drive the truck an hour away to my destination. I was then made aware I had the wrong key. After the truck was loaded it would not start due to the key being wrong I then had to drive an hour up to pick up the correct key then drive an hour back to get the truck. I feel I should be reimbursed for my troubles because I was paying movers and it ended up costing me more money for them to stand around and wait for me because of this mistake.
LIAM KWayne, the manager, was great. Very helpful in spite of the computer being down. puts the customer at ease. The place is very organized and clean.
Sandra BLot was full, had to double park the truck. Tried to charge me $270 over what the bill was supposed to be so I had to address that. Needed up being $10 after fixing.
ANTHONY Fthe MAN at check-in/rental of truck and storage was patient and thorough. He is a terrific employee Rates are competitive. Drop off program was complex and poorly written. I failed to use it. However I was not charged for not checking out this way. There is difficult handicap access of several stairs front and rear. I managed with some difficulty storage space rented was clean and handy
CORNELL Hnot a thing. everything was perfect!
WESTLEY RThe mobile pickup process is horrendous. You need to provide better instructions. Also a pointless option when you can't get the key out of the lock box because the codes don't work. Ended up having to wait for the counter to open an hour and a half later.
JOHN WN/À
Clifford HI was charged 3 times when I returned my rental. Now I'm stuck in a situation while moving across the country where the money I needed to get by is now stuck processing. Putting me in the hole by over 350$
Crystal Mhave times it opens corrected site states it opens at 9:30 am ans was told it didn't open til 10 am
Michael TEverything was great. Wayne was very helpful and patient and answered all my questions. The truck was ready when he said it would be. The location is convenient, just a little difficult getting out due to the traffic on 309. Otherwise, perfect!
Gail TI’ve rented from U-Haul several times over as many years. The experience has always been the same-excruciating. I reserve online using the app, and then do a pre check in where I enter my credit card info And my driver license info. And my contact info. For nothing. This has been a complete waste of my time EVERY time. I keep hoping it’ll get better, so like an idiot I keep expending time doing it for each rental. On arrival, the rep ends up having successive problems with the computer and can’t access my information or complete the rental agreement. Every time. Then I have to manually give them my info all over. It takes a very long time to do this because the alternative method they have to use is very slow. Every time. It’s always a huge time suck, and has never even remotely approached the ease that you indicate it should be in the app. It’s clearly a systemic problem because I’ve rented from different locations each time. You have a big problem here. It's never a pleasant experience renting with U-Haul, but it’s pretty much the only game in town. That said, the rep was very pleasant. Maybe you should speak with Alamo or Enterprise to see how this is done right.
Stephen BHorrible experience- truck was old made noise and dirty- horrible, horrible horrible
SHAE RNothing everything is good .
RACHID TUnfortunately i forget the womans name that helped me at the front desk, but she gave very clear instructions and explained every step perfectly. Super nice as well. Will recommend, Great location!
Jake WNone, super job.
Karl NMy only concern was on the vehicle return I took the pictures as prompt on the app. The picture showed as captured, but just kept spinning and spinning and spinning and would not let me finish the return process. Thank you.
Mike PEverything went good, customer service was excellent and made the process very easy. Would definitely recommend.
Colleen OWe did drop off through the app. No problems. However, got charged $10 for gas when we added gas already to bring up the level. Not happy about that, but what are you going to do?
Andrea TA little pricey but the experience was good
Lena KMobile pick up should have somewhere on the website that if you have trouble with connecting your location, to go to the website -uhaul.com and connect through there. I had to wait on hold with 24/7 service for almost 30 min to have them tell me it was because I had an Android and not an iphone. The truck was dirty, with cigarette ashes everywhere. I will say that once I DID finally talk with a service rep, things went smoothly. But was not happy with all the frustration I went through trying to connect and receiving a dirty truck.
SUZANNE MDrop off no problem 24 hour with drop box. Clean, signs everywhere. Very helpful next day when I called to check on it. Definitely use the site in Quakertown
Tracy SI had no problem with the staff at the location. My problem was with the App and the Website. I had arranged to get the rental truck on a Sunday when the business was closed. I went with my son to get the truck, and attempted to use the app. When I could not get it to work I tried the website. My son then attempted to use the app to get the truck checked out. We spent about 1/2 hour working on getting the vehicle. I called the 800 number at least 4 times for assistance and got no help except them saying you need to use the app and asking if I needed a link for it. After my son was able to get the app to work we got the truck and left. I came back with the truck and attempted to return the truck using the app. Again worked on this for about 1/2 hour and was unable to return the truck through the app. called twice for help and was told you need to use the app or the website. I ended up leaving the truck and had to go back the next day to complete the return then. The gentleman behind the counter suggested that I call in a complaint about all the problems I had. He stated that the system was having problems and apologized. On a number of the phone calls on Sunday the staff I spoke with also said the system was funny sometimes. When I called to complain the person I spoke with offered a coupon for a future truck rental. I asked for a credit to the bill instead as I probably will never use a coupon off a future rental. He said no it was either the coupon or nothing. This is a lousy way to treat customers who have had a hard time with your service. The last time I used a U-Haul I had no trouble, but that was about 25 years ago. I do not expect I will need to use a uhaul ever again so a coupon is pretty much useless. For your staff to say to me the system does not work properly or is "funny" at times does not give me the desire to refer others to you. When all the staff can say is you need to use the app or website is not being of any assistance at all. At one point on the app it would not even recognize that I was at the location and would not even say there was a location at that address to get a vehicle from. Feel free to call me and I will give you specific names of people I spoke to and how this was the WORST experience I ever had with moving anything
Charles RColleen couldn’t have made my rental easier,and complete. She’s a credit to your business. 5Stars
Theresa DI lost 2 or more hours in the lots of these uhaul locations. The parking was terrible and the process was a lot of time wasting. Terrible.
JEFFREY BI was set back an hour on my move because Uhaul customer service advised me the Android app was having issues with location services. It was definitely an inconvenience
Charles MWayne is a nice guy and was very efficient, professional and helpful.
MARILYN AEasy and easy out great place
Jeff HWhen a customer rents a truck using the 24/7 option make sure the customer knows exactly where the truck will be located. I originally did the 24/7 option, got there to pick up my truck and could not find it. I was not aware there are two entrances Never was told there are two entrances by the person taking my order. The manager took care of and he was very pleasant and helpful.
Joyce KNothing. Everything went very smooth. Manager was very helpful. Will definitely rent from here again.
Sean RThere wasn't much parking...very tiny.
Robin RGot the truck and had residue in cup holders. Returned truck same say with any trash/residuals removed. Got charged $25 "cleaning fee". Never responded to email enquiry. Go somewhere else.
Patrick MAll good !!!!!!! Truck ready. Pleasant staff. Highly recommend.
timothy lOffice staff was pleasant and efficient.
Robert SDrop off location charged a $25 cleaning fee for the truck. I dropped off the truck entirely clean - no trash, dirt, or refuse in cab or back. I believe this location automatically charges the fee whether it is appropriate or not. I'm very disappointed in U-Haul about this clear money grab.
Robert VThe after hours procedure is too long. I would love to prepay prior and do all of the check ins prior. Take a picture of any damage when picking it up and dropping it off. Take a picture of the mileage and gas tank when picking it up and dropping it off.
JOAN RExcellent overall! Thanks again
Sean CAll Good!
Mike UIt was a little bit hard to check in and out after hours. I think that it would be easier to call before and after hours to give all of the information needed to make it easier. I’m a senior citizen and doing all of this on the internet is hard for me.
JOAN RTook an hour to get our U-Haul via the app. The truck rattled really bad. Probably won’t rent thru U-Haul again.
Michael DThe location was great! The mobile truck share was a bit of a hassle to pick up but we finally got it.
Gary CTruck messy and mechanically bad.
MARK K