very knowlegable and helpful young lady
WILLIAM R
Customer Reviews for Guard Dog 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.
There was no one on site when I got there on a weekday at 2pm. I found out later this is their lunch break but there were no hours posted. No clear instructions on where to leave the trailer. I parked it next to other trailers and left. I figured that someone would check it in. I noticed that two days later it wasn't checked in. I called uhaul and told them I had photos proving I left it there. They fixed the issue but I shouldn't have to follow up on this. The trailer I originally reserved for this trip was at some tire shop in south San Antonio. I showed up at my reservation time and the place was closed for the day. I had to call uhaul and they made another reservation for me but I had to drive 22 miles out of my way to get it. After all the extra driving due to uhauls faulty reservation process I tried to get this trailer returned closer to my house. I figured they owed me that. They flat refused and said that I had to drive 19 miles from my house to guard dog storage even though there are two large uhaul rental places with 5 mile of my house. The customer service rep said that if I dropped it off anywhere besides guard dog I would get double charged.
David JReturned after hours so I have no idea about the people or facility, but I cannot complete the survey without picking something. Too many pieces here, and too small of an area to be able to maneuver trailer into parking spot, especially when pulling with a 26' truck.
James HThis is our go-to UHaul place because it is awesome and helpful staff.
Debra MOverall, good experience. Only thing is my trailer the left light was broken. other than that. good.
MATTHEW HSince only one employee, you should allow appointments. Had to wait about 20 minutes while employee rented a storage space. She was friendly and professional but with only one employee, should set appointments
MARK TKatie was super helpful. She provided great customer service.
Deborah BI checked in online and still had to wait over an hour to get the keys. What purpose does online check in serve if I still have to wait in line for an hour. Also, the dollies I requested were not included in the truck. I submitted a ticket for those and am still waiting to hear back.
Joseph OThe mobile pick-up process was a nightmare. The app is *terrible*. To top things off, the truck we were assigned was dead. The engine wouldn't even turn over. It took us over an hour to get the situation resolved with the place of business we were picking it up from. So, we lost an hour of moving that day due to you guys, which made us have to rush things for the actual move. Terrible experience, all the way around.
SEAN CApril and Katie work really great getting people the equipment needed. Nice location you have a truck lot for trucks and a trailer lot for trailers, tow dollys, and auto transports. very clear how and where to drop off.
STEVEN SWas told I could get cash back from this location. Waited for 30 minutes for their lunch to end, lady was rude & not helpful at all. She was sarcastic & called U-Haul to prove I was wrong but I was going off the information I was provided.
NICHOLAS TThey didn't have the appliance dolly like advertised and reserved online. No apology from staff, essentially told not their problem. Wasted a lot of my time sourcing another. If you don't have a dolly you shouldn't advertise it as an option online. Would not ever come back here.
Ronald LThe lady who checked me in was fantastic and very helpful.
Clint WIt was ok for a drop-off, but the directions lead you to the Guard Dog Storage office...and the drop-off location is NOT at this office, but at a lot with a separate entrance. Following the directions from the U-Haul app for a drop-off leads one to a difficult back-up maneuver, out of the office area, around a lot of other cars to get to the correct drop-off location. It would be nice if those two separate addresses (office for pick-up, but open lot for drop-off) was clear in the U-Haul app!
Craig CGreat drop off location…
DEBRA MThe lady who checked me in was fantastic and very helpful.
CLINTON WIt was hard to find the storage location for the keys. The vehicle's transmission needs to be fixed. I requested dollies and furniture pads and they were not included. The original location I requested was not available and I had to travel an additional 18 minutes to get the vehicle. This added to the mileage on the vehicle and I had to pay additional fees because of the additional mileage.
Erika NThey didn't have the appliance dolly like advertised and reserved online. No apology from staff, essentially told not their problem. Wasted a lot of my time sourcing another. If you don't have a dolly you shouldn't advertise it as an option online. Would not ever come back here.
RONALD LSome more information about dropping off the equipment, like you have to drop off in the parking area first, and there isn't anyone to help you detach or attach the trailers. Then come to the office to inform staff. It was very confusing and frustrating as this was a storage area and directions were muddled about returning the equipment.
DONALD Cnull
milton znull
Susan DPleasant people at the front desk for pickup and drop off.
Keith Jnull
Fritz BMy reservation was for 9am, however when I attempted to pick up my rental the app said there was no equipment assigned to my reservation and that the location had not put the keys out so I had to wait an hour for the location to open.
David HWhen we collected on the Sunday 1st June, it was very busy and the process takes a long time. We spent two hours waiting to collect our trailer. Having said that, the lady working that day really went out of her way to make everyone happy so we just dealt with the frustration of the wait.On drop off 7th June there was another lady working there who could not be bothered to even greet you with some enthusiasm, I asked her a simple question and she found every excuse as to why she could not help me. Her attitude is really something that Guard Dog Storage should look into. There were no other clients but she gave the worst service. She needs to find a job that does not entail working with clients!Overall the trailer worked for what we needed and we don't have complaints about that. As far as the process, it really was not great.
Robert MCheck in online needs to happen before your geofence. I spent 30 minutes of move time filling out forms and awaiting confirmation. Combine this with the fact the previous renter left only 1/8 tank of fuel so I had to fill up the vehicle. I literally lost an hour of time before even starting the move. However, your local office was very understanding.
Jeffrey SWhen we collected on the Sunday 1st June, it was very busy and the process takes a long time. We spent two hours waiting to collect our trailer. Having said that, the lady working that day really went out of her way to make everyone happy so we just dealt with the frustration of the wait. On drop off 7th June there was another lady working there who could not be bothered to even greet you with some enthusiasm, I asked her a simple question and she found every excuse as to why she could not help me. Her attitude is really something that Guard Dog Storage should look into. There were no other clients but she gave the worst service. She needs to find a job that does not entail working with clients! Overall the trailer worked for what we needed and we don't have complaints about that. As far as the process, it really was not great.
Robert MCheck in online needs to happen before your geofence. I spent 30 minutes of move time filling out forms and awaiting confirmation. Combine this with the fact the previous renter left only 1/8 tank of fuel so I had to fill up the vehicle. I literally lost an hour of time before even starting the move. However, your local office was very understanding.
Jeffrey SMy reservation was for 9am, however when I attempted to pick up my rental the app said there was no equipment assigned to my reservation and that the location had not put the keys out so I had to wait an hour for the location to open.
DAVID HThis is the location that I was given when doing the reservation over the phone. Self service was somewhat easy, could be better with more signs or explanation. For a self serve, It’s too bad that they don’t answer the phone even when office is closed.
Eric AThey added insurance when I never requested it
SARA WGuard dog storage is a one person operation therefore U-Haul needs a system so that you do not schedule pick ups for Nguyen guard dog employee is on lunch. The pick up contact, April, was very helpful, friendly and quick: excellent customer service
Bryce GThe best overall personal customer service I've had in years. Very helpful in every aspect of renting the cargo trailer. I wish all service personal were this helpful.
DAVID VAbsolutely the worst experience! They were closed for lunch (no notice provided on uhaul app).. there was a notice posted to the door about their policy on how to return the trucks/trailers, requiring customers to unhook and place the trailers in a separate parking area and the same for the trucks, else there would be an upcharge. No help provided. When they opened, the representative barely acknowledged my existence, asked for the keys. When give the keys, she said that was it. I asked if there was a receipt, she said Uhaul would provide. Never did a walk around check for the vehicle; she never even stood up from her seat and seemed if I was ‘disturbing her work’ as she was writing in a dry erase bosrd for her storage units. 30 minutes after dropoff, I noticed the Uhaulnapp still had the vehicle as out. So I call Uhaul and they check; the location still hadnt checked in the vehicle claiming too many customers—we were the only ones there at time of dropoff. Anyway, then about 30 minutes later, we receive a $9.90 charge for mileage. I of course question this and find it petty since I had called uhaul to find out the status and filed a complaint. This location needs to learn proper customer service, especially to uhaul customer expectations. Would never go there again.
Stephen KPleasant people at the front desk for pickup and drop off.
Keith JGreat service from Katie. Excellent customer service skills and knowledge.
Jameel TNot everyone returning a big trailer is a big strong male!! guard Dog Stirage has a tiny parking lot with hardly no room to back in a trailer. I went into Guard Dog Office, and the rudest girl working in there said “sorry I guess you’ll have to get a bunch of strong guys to help you!” She was so rude. Finally got the trailer backed in and drove back to the office because it’s across a ravine and she had locked me out of the office!! it’s a terrible place for a U-Haul drop off, and that girl should be fired for what she said and then locking me out they have a sign on their door, badmouthing U-Haul. Unbelievable you put people and customers in that situation.!
COLLEEN EKatie was a very kind and caring person who helped me in returning the u-haul truck I rented!
Mary KA Jack to hook up the hitch.
Justin VLonger biz hours on Sundays.
DAVID SI called the next day to ask when i could come drop off, the girl said she didn’t feel good she was leaving at 12:30, the place closes at 2. I had to wait for the next day. Called no answer, go to the office, the door is locked, looked around saw someone near the uhauals, drive there, asked the girl about taking the pictures everything I’m supposed to do, she hesitated as if i was disturbing her & said; we have nothing to do with drop off the pictures are for you, she has no customer skills, a attitude of dismissive. Would not recommend this place. My fault for not getting the names of the girls, I’m sure it’s a great place but employees need customer skills.
Tabatha KI had to walk to the office to pick up the key. It was more of an adventure than I expected. Had to walk through drainage ditches with rocks and tall grasses to get there.
RICHARD Mcustomer service was great
ARMANDO PMake certain equipment is maintained properly. Otherwise all is good.
DANIEL BCustomer service was great
CHERYL PBigger parking space for the 26’ trucks
GEORGE LIt would be great if the staff would actually inspect all rental equipment in and out. In my order I had a moving truck and an appliance dolly reserved and the staff lady told me when I arrived to pick up my reservation that they didn’t have any dolly’s. After I went to another store to rent the dolly I needed, The box truck I received had a damaged appliance dolly in the back. A terrible experience of me having to go out of my way to get equipment I needed when I could have got everything in one place.
MATTHEW FShould put a key drop in the parking lot where you actually park the trucks.
SCOTT PThe key drop off was not near the truck drop off.
James PApril was wonderful!! Calm, kind and pleasant!
LINDA RU-haul in general is a terrible organization and this places incompetence fits the company perfectly.
CHRISTOPHER GThe young lady was very friendly understanding patient and had a very kind smile 😃 😊
HELEN Cfriendly staff
JOHN OThe latch on the trailer didn’t work. As we were driving, the latch opened and furniture fell out and broke. We also lost items. We ended up having to use wire to hold it shut so we could travel.
MARIA HWhen you change the area to deliver the crew, you should call the customer not just send an email or a message.
Franco CNo one on site, this was just a drop-off location on a Sunday
MARK SThe staff person was excellent. Very friendly and helpful. Wish all service staff had her abilities to interact with customers. Second time I’ve used this location and both times the service exceeded my expectations.
CHARLES NEverything was great. I have zero complaints. Pricing was explained in detail with no surprises. Smooth experience overall and very well maintained and clean vehicle.
BEVERLY FNo one was there
VIRGINIA Rneed a bigger lot for parking trucks. The remote access is a bit back and forth with no direct access to the parking lot from the entrance. They should build a small bridge to cross and then it would be 4 stars. Lots are small and if trucks were parked wrong I wouldn’t have been able to access my vehicle.
Chad MIt was ok.....it wasn't clean like vacuumed and passenger seat still had dog hair on them and hair under the seat itself but other then that as long as they don't charge me for that I really didn't mind the hair.
Francisco PShe was very nice and professional
VERONICA MEverything went well, from picking up to dropping off. Great experience.
Laura GThe employees at the location were rude and not friendly at all for no reason , first customer of the day
DILLON W