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

Rating:

5.0

Have someone clean the Truck in and out!!

Rating:

3.0

We reserved a 15' truck and dolly via the U-haul website. We didn't find out until pick up that this location doesn't offer dollies. Made our move that much more difficult. Also, the person who processed our rental just assumed we wanted the Smart Move insurance, which we didn't. She had to call someone to find out how to remove it, which she did at drop off.

Rating:

5.0

I was running a little late for my 5pm pickup but I didn't think it would matter since they closed at 6pm. When I called, they said they actually close at 5 and the Google hours was wrong. I had booked online pickup through the app so they said they would step me through it. I said I could do that myself, and it was very seamless. Dropoff was even easier. They were open when I dropped off. As soon as I stepped in the front door, the counter lady asked if she could help me. I said I am returning a truck. She said, great and took it from there. I handed her the keys and that was it!!! I was so pleasantly surprised. BTW, the driver's side door is bent and very difficult to close.

Rating:

5.0

Good

Rating:

5.0

The personnel were awesome! The equipment was 💩

Rating:

5.0

Thank you

Rating:

5.0

Staff at this location is great.

Rating:

1.0

We requested the equipment to help move furniture (dolly, etc) the truck did not have the equipment. Went inside and was told they don't offer moving equipment just the trucks yet we were going to be charged extra for it. This was a big inconvenience me and wife had to go get dolly and other furniture moving aids, we were on a strict schedule and had help that was waiting on us to find equipment. Overall not happy.

Rating:

1.0

I was charged and then a month later they have been trying to charge me additional

Rating:

2.0

It was never made apparent that you must have U Haul app to get digital reservation after office hours.

Rating:

5.0

I received great customer service, the agent was very helpful.

Rating:

5.0

Everybody made it run will smooth from getting the truck and accommodating me to the drop off.👍

Rating:

5.0

Very nice ppl

Rating:

5.0

I can’t even express how much I appreciated Ms. Sheryl! She is an amazing representative for U-Haul at Frisco Self storage. Great customer service skills, kind and professional! She went above and beyond to provide the services I needed at that time, which was 3 weeks ago. I had to make sure I made a point to reach out and give my feedback! I will most definitely return to/and share this location to others! Thank you Ms Sheryl keep up the great work!

Rating:

2.0

I paid for an appliance dolly and it was not in the truck. The location was closed at pick up time so we had to do without it. Never got a refund.

Rating:

5.0

Totally satisfied with drop-off site after an arduous two day journey…. Thank You for an uneventful drop-off !!! Kenneth Holliday

Rating:

5.0

Great customer service at site. Thanks.

Rating:

5.0

No improvement needed

Rating:

2.0

It took a long time to check out. We waited 10 minutes before we checked in then waited another 20 minutes to get our trucks. The worker was learning the checkout process and took a long time to figure it out

Rating:

5.0

Great service, clean truck, easy pickup and drop off

Rating:

5.0

Get better, clean equipment- truck was not clean ashtray was full of cigarettes and articles from the previous renter was still in the truck. The back of the truck was not swept out

Rating:

3.0

I was charged for 3 days and I had it 2 days! The mileage wasn't right either I won't complain too much I went less than 2 miles was charged for 5 miles. If the website was not such a mess I would have been able to know that I didn't extend the due back time but did explain it when I talked to them on the phone. When I returned it I was checking it in and was told to not worry about it she will do it for me and send me the final receipt in a few hours and I was shocked to see she didn't get it checked in for 40 minutes (which was still earlier than I was told to have it back) I just don't think they should overcharge people and then make us wait 3 to 5 days for the refund. They had put 3 different holds on my bank account already which won't be released for 2 days (weekend) my money is being held hostage! LoL Wish they had better integrity than that

Rating:

5.0

This location is amazingly great. The U-Haul app is incredibly horrible and basically useless and unreliable intermittently working and failing. I wasted 15 minutes fighting the poorly written poorly performing app to pick up equipment, and over 30 minutes in the blazing hot sun to unsuccessfully fight the app trying to check back in. The U-Haul app at least for Android is a piece of garbage and an embarrassment to U-Haul. It doesn't return back to the photos taking screen after taking each required photo, after hitting submit the photos disappear but equipment seems not to have been checked in so then photos have to be redone. Going back to a screen doesn't work properly. It has trouble recognizing license from a photo like other apps easily do. Also, not sure it's good to have to take painful hard to scan photo of a driver's license every time you rent instead of keeping status it in a customer's profile that the driver's license has been previously scanned and verified. It turns out for checkout, the app may seem like It's sort of finished but never give a response saying it was completed, and goes back to a screen asking you to check in the equipment as if you never do anything, which is stupid. For check-in returning equipment, it seemed like it didn't work and things were missing. Then after spending so much time taking photos it looked like I was supposed to still check in again cuz it hadn't ever shown it complete and the photos went missing. I was unwilling to take photos a third time but then it turns out maybe it was submitted? What a a junky buggy worthless app. Actually worse than worthless because worthless implies it would be zero value. Actually it's negative value cuz it wastes customer time, generates frustration and eventually wastes employee time when they have to figure out how to undo the mess the bad app made and potentially fight with angry customers. And I'm actually a degreed computer scientist with more than 20 years of IT experience. I can't imagine how this would be for someone whose life and career did not revolve around technology and who might be less able to fight stupid poorly written buggy apps. Luckily the staff at this location is amazing and helpful. Kudos to the staff at this location. Shame shame Shame on U-Haul for such a piece of garbage app which is so horrible, time consuming, unreliable, and painful it dissuades me from ever using U-Haul again and will definitely cause me to look for any, ANY other option for rental in the future.

Rating:

2.0

I was charged 4 gallons of gas, for a 7 mile rental. What a ripoff.

Rating:

4.0

Have cleaner rentals !!

Rating:

3.0

If someone adds something to a rental reservation and you don’t have it, reach out to contact that person BEFORE they come to claim their rental. I had to readjust my entire plans for the day WHILE the clock was ticking down on my rental time because no one told me that the dolly I added wasn’t available.

Rating:

5.0

10/10! Super organized and ready ahead of scheduled time. Associates were extremely nice, couldn’t be happier with my experience! Thank you!

Rating:

5.0

Outstanding customer service. Thank you! -Dorcas Kamere

Rating:

3.0

The uhaul app makes it impossible to rent their items. Had to spend 45 min on phone with cusfomer service trying to use the self serve feature.

Rating:

5.0

Interior of cab was not cleaned and full of dirt. Back of truck had water bottles rolling around.

Rating:

2.0

Cab was dirty, the truck was on empty, and they have no rental pads or dollies . Also was told I would get a credit for leaving the gas tank at least 1/4 full which didn’t happen.

Rating:

4.0

Your app and check out process is not smooth and is very frustrating.

Rating:

3.0

Blankets were not provided at check-in, however were billed on invoice. The customer does 95% of the work, from the online check/in, to filling up gas, to checkout with multiple pictures at drop off, and then there is a fee for dropping off outside of service hours. The mirrors were extremely dirty. The truck was left better than we found it, missing ordered goods, and hit with a “convenience fee”.

Rating:

2.0

The equipment I ordered was not in the uhaul when I picked it up. And it took me 1 hour to pick up the truck with the app because it kept crashing. It put me really behind schedule on moving day and was extremely frustrating.

Rating:

2.0

Ramp got struck not coming out, this caused loading/ unloading difficulty for the 15 footer

Rating:

5.0

We picked the vehicle up with less than a quarter tank of gas. It would have been more convenient to have sufficient gas to begin the rental reservation and refuel before drop off.

Rating:

5.0

None needed

Rating:

5.0

Everything was great, it did take me a minute to find the Key Box, as i was doing a self after hours pickup. Other than that, you guys were 100%

Rating:

1.0

The entire "use your app" process was a huge pain. A little in-person customer service would go a long way. I did all the registration in advance, but you required me to do it (and more) a second time. This took 30 minutes and cut into the rental time in which I needed the truck. The person who called to verify my friend was rude. You want to charge me $25 for not folding blankets (which I did), but they were thrown all over the truck when I picked it up. Try a little customer service. I will not be renting again.

Rating:

1.0

Awful Experience! Though the people on the phone were as helpful as they could be not being there in person!!

Rating:

5.0

Probably a sign pointing people to the keys for vehicles.

Rating:

3.0

I deserved a dolly and it wasn’t in the truck. I had to travel to another U-Haul out of my way to get a dolly. When I got there that person told me I had to go back to the original location to get the dolly

Rating:

5.0

Everything is good at the location.

Rating:

3.0

The online has too much advertising and constant sales pitch.

Rating:

4.0

Contactless option is very good. However, the truck I rented was not completely clean from inside.

Rating:

3.0

I was disappointed in this facility. I had a reservation that I made a couple days earlier but when I arrived there was a lot of confusion on the rental. The woman I worked with did finally figure out how to make it happen but the wait time was long and the truck was a mess. Cigarette ashes, cracked windshield, missing side panels with exposed electrical. I needed the truck because we had planned a move so I took it as is but was very disappointed. I think this facility helps Uhaul out so maybe it was not their fault since they are not just a Uhaul provider but a storage provider. I was happy she was able to make it happen once all was said and done.

Rating:

1.0

This location is terrible. The service was horrendous. We had a 2 hour delay just to get our boxes. No one was helping and it was truly a horrendous experience. Never using uhaul again

Rating:

1.0

The cab was filthy and the passenger seat was torn and sticky. The vehicle should not have been rented in this condition. Also, I ordered a dolly to be included in the rental and it was not there.

Rating:

5.0

The staff is friendly and very helpful

Rating:

2.0

The cargo van smelled horrendous and was filthy inside and out. Broken side mirror.

Rating:

3.0

Website pick up and drop off by phone was a horrible experience. Reservation was not linked to the phone number or email. Could not pickup the truck, and could not drop off the truck, as expected. Spent an hour on the phone to resolve. The plus side is that tech support was knowledgeable and were able to resolve the issue. Would have rated excellent, if pickup and drop off were working as intended.

Rating:

5.0

Super friendly and easy process

Rating:

4.0

The lady at front was courteous and helpful. It’s the Uhaul system itself I see being flawed

Rating:

5.0

Mechanical maintenance check. The vehicle had the engine light on, but worked well.

Rating:

5.0

The ladies working at this location were very nice and helpful. To u-haul, don't allow dolly rentals at a location that does not offer them - this made my move extremely difficult and time consuming. Had I known in advance I would've made other plans but given the time I had no other option, very disappointing.

Rating:

2.0

The self service process to get the truck was not clear. It took over an hour and 5 spectate calls to customer service to locate the lockbox. The truck was filthy inside. Low on fuel. Returning the truck was also a hassle. The parking spots were tight and the customer service rep instructed me to place both dolly’s inside the cabin of the truck. He said if I left the dolly's in the cargo area of the truck and they were stolen I’d be responsible for replacing them. I had to cram both dolly’s inside the cabin. Very unsatisfactory service.

Rating:

5.0

Just fix the broken mirror as in a van switching lanes is not safe with it broken (there’s a hole through it)

Rating:

3.0

The truck I reserved wasn't there at the time of pick-up. Was offered bigger truck available at that time, but it's so old and difficult to drive. Bad experience. Need to replace with newer trucks.

Rating:

1.0

Unable to pick up truck using my mobile phone. Called for help and was placed in line for a 33 minute wait. Which was 30 minutes past my scheduled pick up time. The location is a storage facility. U Hail rents truck space but provides no customer service. Fortunately one employee, Tye, took it upon herself to help UHaul customers out. If not for Tye I would not have gotten my scheduled truck today. Terrible.