Customer Reviews for East Penn Self Storage
(U-Haul Neighborhood Dealer)

234 reviews

14135 Kutztown Rd   Fleetwood, PA 19522

(484) 578-0837

Location Hours

  • Mon-Fri: 10 am - 4 pm
  • Sat: 10 am - 2 pm
  • Sun: Closed
Special Operating Hours
  • 5/31/2021: Closed

Services at this Location:

Contact Us

(484) 578-0837

14135 Kutztown Rd
Fleetwood, PA 19522

Services at this Location:

Location Hours

  • Mon-Fri: 10 am - 4 pm
  • Sat: 10 am - 2 pm
  • Sun: Closed
Special Operating Hours
  • 5/31/2021: Closed
  • 24 hour customer return

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.

Overall Rating:

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Rating:
4.0

Only thing I would comment on is when sending the drop off location to the customer, maybe make them aware of what time the location closes just in case they prefer to deal with staff as opposed to just doing a drop off. However dropping off the UHaul after hours was relatively easy to do, the website directions were very easy to follow.

Brian B. 
Rating:
5.0

Customer did not leave a comment.

Susan L. 
Rating:
5.0

the step on the backof the truck slippy went wet my son and grandson fall on them florence youse

Florence Y. 
Rating:
5.0

Send the billing information prior to survey

Dean M. 
Rating:
4.0

I use uhaul all the time. yet when im trying to check in at 5pm in the dark and the rain the parking lot is not bright enough for the photos to verify. I don't understand why it takes all my id info and then still needs to scan my Id day of if its been in the system 30 other times

Zachary F. 
Rating:
4.0

The computer system was down for nearly 40 minutes when I checked in. The staff member, who did everything she possibly could to remedy the situation, could not check me in manually. Really not acceptable,

FRANK K. 
Rating:
3.0

The woman must have had a bad night. Not a woman of many words.

Frank M. 
Rating:
5.0

Customer did not leave a comment.

Colleen A. 
Rating:
2.0

Sign stated to leave the truck 300 ft from the location. There was nothing there but a field. Had to return to the original location

Gregory S. 
Rating:
5.0

Customer did not leave a comment.

Joanne H. 
Rating:
5.0

Customer did not leave a comment.

THOMAS W. 
Rating:
3.0

Small area for returns as gate for yard locked. I know not expecting truck because of yet another change and we, unable to drive that distance with no available transport for us.

Francis B. 
Rating:
4.0

Once again had problems with GPS and check out. Couldn't check out from where they requested to leave the truck so I had to go back with anouther phone to take pics for the check out process.

Tonya H. 
Rating:
2.0

No Uhaul rep after 2 pm. Drop off was on a stone road

Thomas D. 
Rating:
5.0

Customer did not leave a comment.

Douglas B. 
Rating:
1.0

This uhaul location charged a extra 25$ cleaning fee for 2 unfolded blankets during a pandemic and national job loss,i was showed the contract which stated they could charge for a blanket unfolded but its highly immoral as a business practice . if you can ,find another location to rent from, here they will likely find a way to charge extra fees. I paid 25$ for 2 unfolded blankets i rented for 5 bucks .despicable

jammi D. 
Rating:
4.0

Customer did not leave a comment.

Ruth B. 
Rating:
4.0

It took me 31 minutes to get through to be approved. Horrible waiting. I will not revisit this anymore

Robert M. 
Rating:
5.0

Customer did not leave a comment.

Janet D. 
Rating:
4.0

The person I spoke to when booking the truck did not enter in correct pick up time. When I received my email confirmation I saw it showed picking up at 4pm when I asked for pick up in the morning. Everything else was great!

John C. 
Rating:
5.0

Thank you

Marjorie P. 
Rating:
5.0

Customer did not leave a comment.

charles C. 
Rating:
1.0

every time I rent from U-Haul I get ripped off with follow-up charges. I filled the gas right before I dropped it off and they charged me a gas fee. and some kind of random $22 after hours service fee when I drop the truck off early. they always have a reason for extra charges. we followed all the directions that they gave us 4 drop off and they always come up with a reason for extra charges

Timothy Z. 
Rating:
5.0

Customer did not leave a comment.

Ronald S. 
Rating:
5.0

Everything was great. The on site rep that helped me was excellent

Mary D. 
Rating:
4.0

Customer service was good. They need a little bit of improvement when it comes to “waiting for approval” section for the after hours pick up. I wasted 15 minutes that I could've been already home and starting my moving.

Lyneth M. 
Rating:
5.0

Nice customer service. Wonderful overall rental.

Jeff W. 
Rating:
3.0

Customer did not leave a comment.

Arthur C. 
Rating:
4.0

Did not have the size truck I reserved. Had to take a smaller one. Turned out ok but no discount or remuneration of any sort for my inconvenience,

Barbara B. 
Rating:
3.0

Dont charge customers for gas when they clearly topped off the tank. I was charged 17$ for gas when i had stopped litterally .2 miles away and put 4 gallons of gas in the truck. This is very irritating. Now i have to waste my time to call and argue about 17$

Gary W. 
Rating:
5.0

Customer did not leave a comment.

Walter H. 
Rating:
5.0

I am very pleased with my experience with this U-Haul location. The office manager was very pleasant to work with and everything went really well. Thank You.

Walter A. 
Rating:
5.0

Customer did not leave a comment.

Brian B. 
Rating:
5.0

Streamline your 24/7 process so it's faster

Jody E. 
Rating:
2.0

It's not the location...it's the process that was broken. Info has already been sent to customer service. The 24/7 process delayed us over 45 minutes due to them saying the license was a fake/invalid. Shouldn't have happened since the license was already on file

edward J. 
Rating:
5.0

The Only thing you should do is Have More Trucks on Hand and have the smaller Van's & Pickups in stock to Rent

Jeff Z. 
Rating:
5.0

This location is perfect. Office was clean and professional. Rental was quick and easy and when I needed truck an additional 4 days it wasnt a hassle. Returning was also quick and easy. I will return ett n for all my moving needs

Vilma M. 
Rating:
5.0

Customer did not leave a comment.

Wendi W. 
Rating:
5.0

The internet drop off system should be explained when picking truck. Was unaware of pictures and had already turned in keys

Gilbert S. 
Rating:
5.0

No improvements needed. The service was excellent.

Ellen S. 
Rating:
5.0

I was lucky enough to get a new truck for my move. I did the 24/4 check in. It was very easy.

Christine H. 
Rating:
4.0

Use this location all the time

daniel L. 
Rating:
5.0

Customer did not leave a comment.

Robert L. 
Rating:
5.0

Customer did not leave a comment.

David K. 
Rating:
2.0

The equipment we received the Air condition wasn't working and we had a 6 hour drive without air condition and it was raining on top of that i have purchased road side assistance which only put on 45 minutes hold while calling them and no response we end up suffering and continue driving. There is 12v charging on the dashboard we smell something burning and realize that they shot our chargers we stop and bought another one use that in a different cord and did the same thing but this time it affects to my friends phone battery it shot the phone samsung galaxy S10. we have to use because there is no way our phone battery was going to last for GPS. the location is very good the front desk lady was very kind the only thing is that they located on the small area and its very impossible to make a left turn ou have ongoing traffic from both the ways with any 18' or above truck on that road you have to take right drive like a half mile and risk to take a u turn. i have used Uhaul service quite often due to my work this is the first time i have got this kind of experience hope this get resolved and no other customer has to suffer this again. i did have submitted complaint waiting to hear from them to see what they are doing to help me for all the sufferings.

parthiv P. 
Rating:
3.0

Customer did not leave a comment.

Crystal H. 
Rating:
5.0

Customer did not leave a comment.

Dilika T. 
Rating:
5.0

Customer did not leave a comment.

Jeremy H. 
Rating:
5.0

Customer did not leave a comment.

Tanya B. 
Rating:
5.0

The back of the truck was not clean. However the staff cleaned it out right away, which was great.

Christina A. 
Rating:
5.0

Everything was excellent and representative that set us up to rent a U-Haul was excellent also I apologize I didn't forget her name however check your records she did a great job

Ronald F. 
Rating:
5.0

Customer did not leave a comment.

Andrew B. 
Rating:
5.0

Customer did not leave a comment.

ANGIE F. 
Rating:
4.0

The experience from booking the tantalizing truck to getting the rental truck was awful. I was on the phone the customer service serval times and every time ended with me questioning if I really wanted to use the company. They did not know how to fix the problem and just kept transferring me having me to explain the situation over and over. I have been in customer service and training for over 7 years and I would be fired if that's how I treated someone. I got the truck an hour late which caused me to pay movers for an hour while they sat outside of the house I was moving doing nothing! I paid $100 for nothing because the service for U-Haul couldn't help! Very unhappy and would never recommend anyone to use U-Haul.

Arielle B. 
Rating:
5.0

Customer did not leave a comment.

Thomas R. 
Rating:
4.0

Customer did not leave a comment.

dawn W. 
Rating:
5.0

Customer did not leave a comment.

Carol D. 
Rating:
4.0

Customer did not leave a comment.

david P. 
Rating:
5.0

Customer did not leave a comment.

Gary R. 
Rating:
4.0

There should be a safe, lighted walkway at night, to walk from the truck dropoff area to the key dropoff area. There were unknown loiterers at the car lot nextdoor setting off loud fireworks.

Bob K. 
Rating:
5.0

keep things as exists

Richard D. 
Rating:
5.0

Customer did not leave a comment.

Gerald S. 
Rating:
5.0

Only issue was loud exhaust. The 2 hour drive was a little annoying.

Ronald S. 
Rating:
5.0

Customer did not leave a comment.

Tamara S. 
Rating:
5.0

Sam should be trained in customer service. AWFUL!

Steve M. 
Rating:
4.0

Customer did not leave a comment.

Rich M. 
Rating:
2.0

I have rented a U-Haul trailer the last 7 years to travel up to our summer cottage. I was unable to pick up the trailer from my usual location because I booked it late so I was forced to drive 30 minutes away. When I got there I was told by the only woman working there that I would have to hook up the trailer myself as there was nobody else there beside her and she had a broken foot. I told her I rent every year and have never had to hook it up myself and that I should have been notified in advance. She claimed it was stated in the confirmation email which it was not. She gave me an instruction booklet and told me I'd have to follow the instructions in the booklet. So, off I went. I did not have my glasses with me and was unable to see the diagrams or read the instructions clearly so I eventually called my husband in tears to ask for his help. He managed to talk me through it thanks to face time and as I pulled up to the security gate to wait for the woman to open the gate she came out to take a look and after a quick glance said, “oh that looks right, you did well!' Obviously she knew how to hook them up but chose to use her broken foot as an excuse to not have to provide any assistance. Thanks to the very poor customer service by this woman I will never rent from that location again!

Debbie H. 
Rating:
5.0

Customer did not leave a comment.

Khori N. 
Rating:
5.0

I wish we could have picked up the equipment closer to our place of business

Brian K. 
Rating:
2.0

Customer did not leave a comment.

JOSEPH C. 
Rating:
5.0

Customer did not leave a comment.

Khori N. 
Rating:
5.0

Customer did not leave a comment.

Joseph G. 
Rating:
5.0

Great Staff. Receptionist Excellent. Have a few more trucks available.

JERRY Y. 
Rating:
4.0

We were given the impression that there was only 1 insurance to purchase which was $28.00. We were never told that there were other options. The girl said , “Do you want insurance?” We said, “Yes” . She said, “that is $28.00.” She never explained other options.

Ryan U. 
Rating:
5.0

Customer did not leave a comment.

Ben P. 
Rating:
5.0

Nothing I can think of at this location.

thomas S. 
Rating:
5.0

Customer did not leave a comment.

Karise M. 
Rating:
5.0

Customer did not leave a comment.

NICHOLAS H. 
Rating:
5.0

Customer did not leave a comment.

STEVEN P. 
Rating:
5.0

Customer did not leave a comment.

Mark G. 
Rating:
3.0

Asked for a van two weeks in advance. Was available. Two days before pickup I was called and told that the van was not available. Gave me a 10' box truck instead. Which was nice of them. But I could of got a 10' truck within a 3 mile round trip. Instead of a 10 mile round trip. They knew I was a senior using a two step step ladder. Was not informed that the truck did not have a ramp. How do you load a truck without a ramp. Ended up costing me more money than I had to move. If I ask for something two weeks in advance, I think I should of had what I asked for. Or at least told that the truck had no ramp. Was very unhappy.

Debra C. 
Rating:
5.0

nope

Rating:
3.0

Customer did not leave a comment.

Michael T. 
Rating:
5.0

Beth was a pleasure to work with

KENT W. 
Rating:
5.0

I have not received a final billing email showing the total cost. lenm@ptd.net

Leonard M. 
Rating:
5.0

I waited until the last minute to rent a box truck but this location was able to accommodate my needs and I was able to complete my tasks!

KENNETH M. 
Rating:
5.0

Nothing. Excellent service, truck and equipment was clean and ready to go on time.

Bruce G. 
Rating:
3.0

Customer did not leave a comment.

eric R. 
Rating:
2.0

I have mixed reviews for this location because a staff member called me informing me to drop the truck off at "lower entrance" and was pleasant to talk to. Well we received snow on this day and the lower entrance was not plowed or well marked at all for someone unfamiliar with the facility. I called the help number, but the person I was able to reach was not familiar with the layout of the facility. Overall I will use U-Haul again, but there are many things that can be improved upon from my one day experience.

Bryan B. 
Rating:
5.0

Very Very happy with U-haul . ThankYou

Alfred J F. 
Rating:
5.0

Service has been super!! I used to rent Enterprise trucks...not any more!

Scott G. 
Rating:
5.0

Customer did not leave a comment.

Scott G. 
Rating:
4.0

Only thing I would change is that when you pick up a truck that it should have a FULL tank of fuel. Mines had 9/16" of a tank which is kind of hard to judge upon refill. Would be a lot easier just to refuel to full.

Jareth D. 
Rating:
5.0

Beth took my reservations over the phone and was very accommodating. For pick up and drop off, Danese was sweet and exceptional. The van was practically new. The whole process was flawless. I will return and tell others of my experience!

rae-ellen K. 
Rating:
4.0

Customer did not leave a comment.

Kathy M. 
Rating:
5.0

Customer did not leave a comment.

Brian H. 
Rating:
1.0

The drop off area had no large clear sign that stated that where exactly should the truck be dropped off so my husband drove through the gate and was held hostage until another customer came and was able to let him out. I phoned uhaul to try and get help then we were informed that there was no on call supervisor to assist with emergencies as such because they were closed.

ruth S. 
Rating:
5.0

No improvements needed

Sandra Y. 
Rating:
5.0

Customer did not leave a comment.

Adam S. 
Rating:
5.0

The last two times I rented the inside of the windshield was so dirty I had to clean it to see. Everything else was great!!

Scott G. 
No reviews have been submitted for this location.

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