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KENNETH C
Customer Reviews for Fountain Hills Mini 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.
The only problem I had, is I had to drop off on a Sunday, no one was around. Had a hard time finding the drop box. Happy Alex found the key in the mail box, Alex was very nice and friendly.
PAULINE JNo one present. Key drop not easily found
KENNETH GThe information u-haul sent out was misleading. It say return by Monday, then 8:49AM on next line which is hard to see. As a result if that, we misread the return time. U-haul charged us an extra day at the double price $40 and $15 insurance. With fees it was extra $70+ dollars. The agent there told us we probably didn’t get charged for an extra day? That is not the case. Overall we paid $540+ instead of the original $274 price. U-haul bad business practices play big role here. The problem is not specific to this location. It is the fault of u-haul policy.
Xiaoshan ZI was originally supposed to pick up the 15' truck from another location, but I received a call saying it wouldn't be available at that location, so they told me I could pick it up at another location and they would sent me the details. When I received the details and saw pick up was now in Fountain Hills, I was a little disappointed because that location was 30 minutes away vs the 10 minutes away the 1st location would have been. When I arrived at the Fountain Hills location, the guy working had no idea that I was coming and was not aware that he had a reservation for that day. I had to call the main Uhaul number to get them to update the reservation and then the employee was able to see the reservation. However, the Uhaul systems had some kind of outage and he wasn't able to release the truck to me, so I had to call Uhaul again. They let me know there were system problems and that it should be fixed in half an hour. I left and came back an hour later, and was finally able to take the truck. At first glance, I could see that the truck was not very clean, but I was already behind schedule and drove it home. When I got home, I saw how dirty the truck actually was. There was cat hair and crumbs all over the interior of the cab, and even footprints on the front window (like someone had their feet up on the dashboard). The back also had not been swept out and was full of dirt and debris from the previous person. I believe the main problem was a miscommunication in the system because if the employee knew I was actually picking up a truck, it might have been a smoother process. I think the employee's name was Alex and he was great. Alex was very polite and I know most of the issues were out of his control. I was already paying so much for the rental (double what I would usually pay because of the price increases) so I wish I would have been offered an additional discount.
Shanna B