Customer Reviews for House of Smoke
(U-Haul Neighborhood Dealer)

512 reviews

2736 E Touhy Ave   Elk Grove Village, IL 60007

(847) 631-0291

Location Hours

  • Mon-Fri: 9 am - 12 am
  • Sat-Sun: 11 am - 7 pm

Services at this Location:

Contact Us

(847) 631-0291

2736 E Touhy Ave
Elk Grove Village, IL 60007

Services at this Location:

Location Hours

  • Mon-Fri: 9 am - 12 am
  • Sat-Sun: 11 am - 7 pm
  • 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:
5.0

Customer did not leave a comment.

Peter L. 
Rating:
4.0

I like the easy access and friendly customer service.

Maria M. 
Rating:
4.0

Customer did not leave a comment.

Robin W. 
Rating:
3.0

Van was dirty!

David M. 
Rating:
5.0

Customer did not leave a comment.

EWAN A. 
Rating:
5.0

Thanks appreciate great help!

Michael S. 
Rating:
4.0

The pickup site wasn't near my intended area. About a two hour round trip drive. I am happy that they did reserve a 20 ft truck as I was told that's a hard thing to find in Illinois. The customer service was good and they were knowledgeable. I'll admit when I saw House of Smoke, I assumed it was a grill or barbecue joint. I was incorrect in that assessment,

Adam B C. 
Rating:
5.0

Customer did not leave a comment.

Supannee P. 
Rating:
2.0

I had to ask for assistance to properly connect the van trailer to my vehicle. After I asked, assistance was good. Also was told reservation would leave return location in FL as TBD. However, I was required to return the trailer to an out of the way location. That was bad.

Dean S. 
Rating:
5.0

This location was great but it wasn't t the location I was supposed to go to to pick up my van. I was originally at the Des Plaines OHare location. When I arrived for mobile pickup, I was told no equipment was assigned and that I needed to go inside. I went inside and was told to go to a different location but wait, that location was just a storage site. I was then given a number to call to figure out what happened as the current location couldn't help me. After being on hold for 15 minutes, I finally got through. I was able to get the van I needed from the Elk Grove location. This was an HOUR after I was supposed to pick up my van. In this modern day and age, I didn't receive an email or text letting me know there was an issue with the reservation. I woke up early and planned my day or to get to the location and being told sorry, we don't have anything for you. Yes, I will receive the $50 reservation guarantee but that isn't often to compensate for my lost time and aggravation.

George C. 
Rating:
5.0

The service was great fast and easy.thanks

clifford B. 
Rating:
5.0

Customer did not leave a comment.

David C. 
Rating:
3.0

You charged me for CDW which I did not request or authorize

Mark L. 
Rating:
5.0

Customer did not leave a comment.

Vanessa O. 
Rating:
5.0

Customer did not leave a comment.

Michael S. 
Rating:
5.0

Friendly people

edward K. 
Rating:
3.0

Customer did not leave a comment.

Richard E. 
Rating:
2.0

No pads as requested in my reservation, no dolly. No knowledge of transponders. Left rear tire low pressure warning - no assistance or offer to remedy. Basically, take it or leave it.

Bryan P. 
Rating:
5.0

Customer did not leave a comment.

Tiffany M. 
Rating:
5.0

Customer did not leave a comment.

NICHOLAS B. 
Rating:
4.0

Would of rated excellent, but a twenty mile drive and a 11:00 am opening time, set me way back in my leave time.

Walter B. 
Rating:
3.0

Customer did not leave a comment.

Joy S. 
Rating:
5.0

Customer did not leave a comment.

paul L. 
Rating:
4.0

Don't change reservation without notifying them and don't charge their card until they actually complete the check in.

William T. 
Rating:
5.0

Customer did not leave a comment.

Christene J. 
Rating:
2.0

Took 35 min to check in, Unacceptable! big dents both sides of van. Was embarrassed to drive it.

edward K. 
Rating:
5.0

Thank You So Mutch!!!

Pawel S. 
Rating:
5.0

Customer did not leave a comment.

Morgan S. 
Rating:
3.0

The people in the store were great, but the online booking experience was atrocious. Terrible online customer service and the phone wasn't much better. The app does not allow you to take photos on Android (which is kinda important)

Samuel S. 
Rating:
5.0

Customer did not leave a comment.

Jose M. 
Rating:
5.0

Good

Ibrahim C. 
Rating:
5.0

Customer did not leave a comment.

Berenice L. 
Rating:
5.0

Customer did not leave a comment.

Charles F. 
Rating:
5.0

Everything was perfect for me from renting to dropping off and the staff was very polite and friendly thanks.

Abdul M. 
Rating:
5.0

Customer did not leave a comment.

Timothy K. 
Rating:
5.0

Customer did not leave a comment.

Rick M. 
Rating:
5.0

All ok. I recommend uhaul

Krzysztof F. 
Rating:
5.0

Customer did not leave a comment.

brian B. 
Rating:
5.0

Customer did not leave a comment.

Kai W. 
Rating:
5.0

Customer did not leave a comment.

CHIEN CHANG L. 
Rating:
2.0

Very disappointed while checking in clerk kept me waiting while waiting on other customers while someone set on his ass watching us should have taken five minutes took twenty very rude done with u-haul to many places to go to I spent 97 dollars these other people ten to fifteen please

clark S. 
Rating:
2.0

I would have never known this was a uhaul pick up/drop off location if there wasn't other uhaul vehicles parked here. No official uhaul sign that we could find. Glad that we were able to return over the phone/online.

Bailey B. 
Rating:
5.0

Customer did not leave a comment.

Sean H. 
Rating:
5.0

Customer did not leave a comment.

JOHN W. 
Rating:
5.0

Customer did not leave a comment.

robert W. 
Rating:
5.0

Customer did not leave a comment.

Kai W. 
Rating:
3.0

Always room for improvement

Randy W. 
Rating:
5.0

Customer did not leave a comment.

Jaime T. 
Rating:
1.0

- there was only one employee on site (Jason) at my pickup location (called “The House or Smoke” and had no uhaul signage anywhere on or in the building) told me multiple times it “was not a licensed uhaul dealer and we just rent these things for them” - my uhaul was rented to me without even being checked because after I paid for it (also was charged the wrong amount and not explained the what the insurance coverage was) I went out back to discover a padlock on it, so I could not get into it - I was a day delayed in leaving town because the employee's solution he offered me to get into the uhaul was to drive around to other uhaul licensed dealers and see if anyone had bolt cutters (the padlock also was never successfully cut by bolt cutters because of the type) this employee also never left the building once to even come check the uhaul with me and I was there for over three hours - I called in and after an hour on hold with the Northwest Illinois traffic department, Tyler & Tony informed me they could not give any discounts even with the crazy situation and similarly told me to go to the other location to get in the uhaul. When I told them I would probably never use you again Tyler responded with “That's fine with me. That's your decision” - when i got to the other location, Illene (general manager) showed me that the emergency brake chains on the uhaul were completely faulty so they replaced them - I also was not given any cord to connect the electricity so I would hav been driving at night without the uhaul connected since the lights were never tested and he never told me to test them - it took them 20 minutes to use a cutter and hammer to break the lock, and when they did the entire inside had not been cleaned at all - I will almost certainly NEVER use uhaul ever again. And I fully plan on telling all of my business's customers, employees, friends, and family never to use this service or any of your products again.

Tyler T. 
Rating:
4.0

Great service!

George W. 
Rating:
5.0

Nothing

kevin C. 
Rating:
1.0

Customer did not leave a comment.

Charles P. 
Rating:
4.0

The only problem I had was waiting to get approved while at the vehicle. I had to provide additional contacts for an agent to call. I respectfully suggest that you make the approval a part of the reservation process.

Lyndon J. 
Rating:
4.0

Customer did not leave a comment.

Jeremy R. 
Rating:
5.0

Customer did not leave a comment.

brad R. 
Rating:
4.0

Customer did not leave a comment.

Michal S. 
Rating:
1.0

Dealer was very racist!!!

joshua L. 
Rating:
3.0

The gentleman was nice but when I rented from a different location in the past, they helped me attach the trailer to my car to make sure it was secured properly, at this location no offer was made. I was there Friday night and Saturday night. If I didn't attach it properly, it would have been really bad. I struggled since it wouldn't attach the right way the first day.

Rich T. 
Rating:
5.0

Customer did not leave a comment.

Lauren B. 
Rating:
5.0

Customer did not leave a comment.

Kai W. 
Rating:
3.0

Customer did not leave a comment.

carl H. 
Rating:
4.0

What a terrible experience trying to do this from my phone. It took a while to get the keys but returning it was just awful. Apparently you were having internet issues so we couldn't do it online and the person inside tried to help us but was having issues as well. Told us to go home and call and when we did we were told we had to go back and return the vehicle on site in order to not get billed for extra time. After the store employee tried several times it finally went thru after about an hour of trying.

Lawrence B. 
Rating:
4.0

Customer did not leave a comment.

CEZAR C. 
Rating:
5.0

Nothing great service

Steve J. 
Rating:
2.0

Day 1 - I called UHaul corporate to make sure the location was open on Memorial Day before I drove over. They said it was open. The location was closed. Day 2 - We met in the parking lot, at first the personnel said he was unable to help me because he was the only person on duty and he was helping someone else. Then he returned and unhitched the trailer.

vikki M. 
Rating:
1.0

The worst app ever and moving experience at all. Do not recommend use U-Haul rental track. Application has many bugs, couldn't provide right mileage, change the location to return. When I came back to provided location to return, instead of help to return, I reviewed yelling and asking about my nationality. Discrimination in the purest form!

Yuriy K. 
Rating:
3.0

Understand things are different due to COVID19. Process went as well as could be using technology. Interior of truck was very dirty. Food crumbs, spills, even stuff in side pockets of doors. Didn't appear truck had been cleaned in quite some time. Dolly in back of truck which we didn't request.

James N. 
Rating:
5.0

Customer did not leave a comment.

Sheryl D. 
Rating:
1.0

There was no person working that day I guess. After going through the online rental process, I was directed to go inside the location to get the key. A phone number was on a sign on the door of the location. After calling and not getting anyone to answer, I called the 800 number and Jennie assisted me with getting a truck from a different location

Denise H. 
Rating:
5.0

Customer did not leave a comment.

Eric H. 
Rating:
5.0

Customer did not leave a comment.

Georgina T. 
Rating:
5.0

Customer did not leave a comment.

ANDRY H. 
Rating:
3.0

Truck did not seem to be "detailed" after last rental. Cup holders and floor very grungy. Truck did not run very well either. Very "hesitant" when pushing gas pedal. Truck kind of "sputtered" when trying to get up to speed.

Martin D. 
Rating:
2.0

Person at the counter was probably imbibing in the products they normally sell. Did not come to point out the equipment or it's features, never mind ensuring the tow vehicle was appropriate. Then was completely dismissive at check in, didn't come look or see anything????

Charles G. 
Rating:
5.0

Customer did not leave a comment.

Alekos G. 
Rating:
3.0

I can't turn around with my pickup truck with the enclosed trailer. I have to push trailer myself!!!!! Into space because, U-Haul don't want the employees to help.I was told by U-Haul employee....NICE U-Haul !!!

Marek S. 
Rating:
5.0

Customer did not leave a comment.

dennis C. 
Rating:
5.0

Customer did not leave a comment.

Steve W. 
Rating:
5.0

Customer did not leave a comment.

tom L. 
Rating:
5.0

Customer did not leave a comment.

IWONA K. 
Rating:
3.0

I reserved the equipment in one place and was not informed that the equipment was not there until I arrived at the initial location.

Paul K. 
Rating:
5.0

I rent trucks at this location about 10-14 times year. The entire staff at this location does a great job. I tell all my friends to use this location.

Bill G. 
Rating:
2.0

Customer did not leave a comment.

Ignacio R. 
Rating:
3.0

Everything went well. Only thing I was unsatisfied about is making a online reservation at the location by my house & had insurance & the equipment dolly in the orginal order. But since that location didn't have that size truck. I was given another location that was far from my home & no dolly or insurance was added. I think someone could have called to let me know the change. Plus I really needed that dolly

Tamara T. 
Rating:
2.0

The place is a smoke house and they not focused on U-Hall, 3 minutes from them the real thing with much better service. I booked a dally /trolley and paid in advanced, When I arrive they said they just gave the last one, they didn't care and didn't offer to call and solve the issue, I drove myself and wasted half an hour to rent it from your location., The number on the car keys didn't match the license plate and it was snowing,they didn't offer to help , maybe to bring the car to the front.

Sefi B. 
Rating:
4.0

Your online reservation program is FLAWED. Even though I opted out of the insurance and extra equipment, it automatically added them in. I will not be using this system again!,

Van F. 
Rating:
3.0

Customer did not leave a comment.

Susan M. 
Rating:
5.0

Customer did not leave a comment.

phil C. 
Rating:
3.0

Have product at the location were you say it's is and not at another place

jeff W. 
Rating:
5.0

Customer did not leave a comment.

REBECCA G. 
Rating:
1.0

I was on the runaround from beginning to end and got overcharged and misinformed several times

Vanessa D. 
Rating:
5.0

nice guys

John S. 
Rating:
1.0

Location is fraud. Claimed I didn't put in fuel when I have a receipt to prove it. Also, charged me 30 bucks for cleaning fee without any reason. Will be calling corporate to discuss.

Faraz A. 
Rating:
3.0

House of Smoke saved this rental for me. Uhaul changed my location and pick up time after previously confirming my rental. I spoke to Raquel in "customer service" who was rude, disrespectful and wouldn't provide any help, so I got mad. She just kept saying there was nothing she could do, nothing is confirmed, every rental was subject to change even AFTER confirmation. She was the rudest most unhelpful representative I have ever delt with. House of Smoke suggested I call again, and Uhaul corporate could not problem solve their way out of a paper bag. No I couldn't pick it up early with the 24 hour check in/out and had me call the "local scheduling office"... Nope, back to House of Smoke who absolutely handled the situation with a simple resolution. I WASTED hours of my short visit "home" dealing with the corporate "customer service" on hold and with someone who was either obnoxious or couldnt figure anything out. I will NEVER use uhaul again. This is just one situation of several over the past few months.

Heidi O. 
Rating:
1.0

The worst experience ever. I will never ever use uhaul for anything. You changed my rental location to a location out of the way from our move. And when we got there our order was cancelled. Don't know why the hell you guys would cancel after confirm with us 24 hrs prior. And then our order wasn't all there. I had to go to another location to pick up items that I purchased. Because they didn't have it. This is the worst moving experience ever. And I will never recommend uhaul to anyone.

Daniel H. 
Rating:
1.0

the guy made my daughter and i move the trailer by hand, or he'd charge us.

Steven S. 
Rating:
4.0

Location was unusual, but service and cleanliness and hours wee fantastic, so no complaints!

Anna I. 
Rating:
1.0

Customer did not leave a comment.

MARIESTINA M. 
Rating:
5.0

Very nice people. Can't think of a way to do a better job.

zachary R. 
Rating:
5.0

Gud uhul locashun. Buddie

KEVIN F C. 
No reviews have been submitted for this location.

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