Wonderful customer service.Byron W.
Customer Reviews for Island Security Self 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.
Customer did not leave a comment.Kimberly K.
Truck was clean and the service was efficient and friendlyDean R.
Customer did not leave a comment.Jim W.
Employees should be masked at all times while working in the indoor office. Also, booking should not be made back to back. There should be a 60 minute grace period at a minimum. The location was closed on Sunday, but they required the truck returned early in the morning because they had rented to another client. The employee working was rude.Jordan H.
Bad exhaust smell inside the van- carbon monoxide danger. My clothes smelled bad after driving for a couple of hours. Sharp edges in side door ripped my down jacket as I leaned in to grab things. Otherwise van handled fine.Robert C.
Customer did not leave a comment.Bob H.
Customer did not leave a comment.Richard S.
The truck was not weather proof. We loaded the afternoon before and by the time we unloaded the next morning all the contents were drenched! It has been raining a lot here but I certainly did not anticipate this mess!Caralee B.
Customer did not leave a comment.DEBORAH C.
I have been renting from uHaul weekly for years due to my business. Your on-line system has gone downhill. Rarely am I able to complete the online process to get my rental. The app can't find my location, even though it is on, call in and customer service is no help. I now have to log in to the site multiple times and do the captcha multiple times in one transaction. It's maddening! The employees at the location are great but often I need a truck prior to when they are open and the online process just doesn't work 90% of the time! We are all trying to be COVID sensitive and I feel that your offerings have gone downhill, it shouldn't be so difficult and stressful! I need a truck when I need a truck and your â€œguaranteeâ€ is BS when your online system doesn't work and there is no back end customer service support when the location isn't open. One out of 10 times your system actually works, for that I am grateful, the other 90% of the time, when I am dependable on your service, it's insanely stressful. Please work on an actual enhancement to your system.CARALEE RENEE B.
Manager was great. The fuel was t completely full.Stephen M.
Customer did not leave a comment.Keith G.
Laura (sp?) was very helpful and welcomingRobert H.
I had ordered a furniture dolly and pads. None were in the truck, but I was billed for them anyway. It was very inconvenient to move without these items. I have submitted a second request to have those charges refunded.Nancy M.
The staff at Island Security Self Storage were extremely helpful, efficient, friendly and kind. They made the difficult tasks of moving easier.ERIK THOMAS A.
Quick pick up and drop-off. Very good experience.DAVID ANTHONY S.
Friendly people and excellent service. These people are great.BRUCE K.
Customer did not leave a comment.MARY W.
Customer service was excellent. Vehicle clean and well maintained, facility was clean and organizedBruce K.
Please stop the false advertising, it's quite fraudulent.Janet W.
Friendly, helpful and the equipment was in great condition. It was a great stress relief to have the truck when I needed it.Jodi A.
Customer did not leave a comment.Ward H.
Mileage was very expensive!!!!!NORAH MARY S.
Customer did not leave a comment.LAURA DIANNE J.
Friendly and convenient. Great service.Gary N.
Nothing. Everything was perfect!! Thank you.RICHARD O.
Customer did not leave a comment.RAYMOND K.
Quick check in friendly service. Thumbs up!David S.
Excellent service; friendly and knowlegable.Gary N.
Overall, I had a very bad experience. The check out process was extremely long. I had to provide the same information numerous times. To load the truck I had to park with it's rear wheels off the end of a driveway. When I tried pulling forward the back right tire would not gain traction. Why not provide trucks with a limited slip differential? I called U-Haul's roadside assistance and was provided with phone numbers of tow truck companies that U-Haul has contracted with but were located off Vashon island and would have cost $300-$400 dollars. I found a local tow truck driver who came out in the morning but not early enough for me to get the truck back in time. Not only did I have to pay him $165 but was charged an extra day on the rental. Thanks U-Haul for being there for me!Joseph M.
Everything was as expected. Washing the truck that morning in a downpour more than expected.Bruce K.
excellent customer serviceANGELA L.
The instructions to do this electronically were challenging and incorrect. It took me over 30 minutes to get through the process to get the keys.Matt M.
Customer did not leave a comment.Ward H.
The staff was helpful and efficient. Thank you!Sherry E.
The site is great, but U-Haul as a company was a disappointment during this last use. They didn't have my truck, 20'. They offered me a smaller 10' truck, causing me to take 3 trips rather than one and then charged me over 200$ for extra miles, in a smaller truck, that they gave me because they did t have the 20' ready. Doesn't seem right.Christopher H.
Customer did not leave a comment.Ward H.
Customer did not leave a comment.AUDREY JAYE N.
The self check out process, requiring photo uploads at the end of an afternoon of moving, was very unwelcome.jenny mae M.
Customer did not leave a comment.AARON M.
Do not call the customer the night before a pickup and tell them they can only get a smaller trailer then they reserved and now instead of the local Uhaul center a mile away I have to get on a ferry to go pick it up. When I asked if you could pickup/deliver to my preferred Uhaul center I was told no. Zero customer service, zero fucks given.David R.
I had arranged to return the trailer to Vashon Island and my contact reflects this. I tried to return the trailer to The Country Store on Vashon, where I had previously rented Uhaul equipment but they had stopped working with Uhaul. The clerk told me that Island Security was now the Uhaul dealer. My contact did not specify a location just Vashon. I had a bad feeling since all my previous dealings with Island Security have been very negative. The clerk at Island Security did not know I was returning the trailer there even though I had confirmed with Uhaul in Kent earlier that morning. She told me that they do not take in one way rentals. She reluctantly called her Uhaul supervisor who arranged for him to pick up the trailer from them in a few days. Problem solved? Nope-she started giving me a hard time because they don't take one way rentals. I was on my way to drop the trailer at the back of her facility when I mentioned that I was supposed to receive a $60 deposit refund. She went nuts on me and refused to open the gate. I asked her to call her supervisor back to find out about the refund while I drop the trailer in back but she again refused and refused to open the gate. I dropped the trailer on the street where I was parked and called into Uhaul to complain. I sent a picture of the dropped trailer to Uhaul and promptly received the deposit refund I had requested. Island Security is a poorly run business and Uhaul shouldn't associate with them. Uhaul needs more competent and better trained associates.David C.
Customer did not leave a comment.Anitra H.
Customer did not leave a comment.Richard S.
No one had god turned on so we had to wait for someone to arrive and do the paperworkMichael B.
Customer did not leave a comment.Patrick S.
Location was great but the app for checking in and checking out is a pain..Bettina P.
Your booking process and checking out are horrendous...I'll do utmost not to rent from U-Haul again!!!Anitra H.
Customer did not leave a comment.James K.
They were closed when their hours said they're open, which they said was due to COVID-19, but I've been there several times before and they weren't open during normal business hours.Micki O.
The agent was on point, super knowledgeable.Amy G.
Avoid using the online check in - awful!Heather B.
Using access using the phone was easy and convenient.Robert W H.
The location was great! Picking the truck up after the office opened was the only way to go! Trying to "check in" on line or to pick it up using my smart phone DID NOT WORK!!suzanna L.
Ad on expenses not disoJim B.
Customer did not leave a comment.Ashley A.
pick up was a nightmare!!! we had the 17' truck reserved for 7:30 am pick up on 1/4/20. They had our pick up location as Burien WA and we specified Vashon island WA despite my numerous attempts to correct this. We had hired people to help us and they ended up standing around because we couldn't get the truck, for 1 1/2 hr but they were on the clock as of 7:30 am. It was maddening and NOT a good way to start a moving day.Lyman S.
Customer did not leave a comment.Duane D.
Customer did not leave a comment.Frederick H.
The system that let us pick up, use and return the van even though it was the weekend and there was no one to man the office was spectacularly useful. Photos with my smart phone and the step by step procedures from the app made everything simple and reliable.Alice B.
Customer did not leave a comment.Nathanael G.
Truck was great. However when I picked it up the agent mumbled something about a drop off box for the key and a lock box in the truck. Assuming I could put the key in either, I put the key in the lock box and locked the truck when returning it to the location. I figured it didn't matter because they had another key. Not so, the agent called informing me that they didn't have a key but they would have to call a lock out service to get the key but there would be no charge because of the contract. So this was completed by about 12:30 on the day the truck was to be returned. I returned it at 8:30 am. But now I just got an a charge for an additional day of rental. I would like the extra day refunded and it looks like an additional $10 for damage was added to the bill? Really only one key?Gary S.
I'm saying yes to the vehicle maintenance but the cargo door was VERY difficult to open. It took two people to open it in a weird way. Another thing is that it was difficult to check in - and my order was cancelled because I was late- it was not made clear to me that would happen as I was doing self check in.SHANNON J.
Customer did not leave a comment.Jenifer S.
Customer did not leave a comment.Kristine M.
I was only using the truck for a short run, but when I got in and drove off, I found there was a Cigarette in the cup holder, dirt leaves and trash was on the floorboard. At first I wasn't bothered by it, but when I went to return the truck, I realized I had to no make an extra trip (time + $miles) to now go clean a truck that U-haul should have taken care of, or I would/could have been charged.David G.
The staff at the pickup location is terrific; however, the poor people who are manning the U-Haul customer service are being asked to help people with a self-serve app that is not ready for the public and are not sufficiently trained to help. I spent an hour on the phone on the day of my pickup, just trying to pick up the truck. I will never rent from U-Haul again and I will discourage anyone I know from renting from U-Haul. Your lack of interest in your customers just reflects that you really don't care about them.claire L.
Customer did not leave a comment.Isaac D.
Office staff very helpful and truck was clean when I arrived. Thank you!Forrest W.
Rental agent was efficient & helpful. Van ready and in great condition. Overall, as pleasant as it could have been. I wish the office were opened 1/2 to 1 hour earlier to get a running start on the day.Laura C.
Customer did not leave a comment.KIRSTEN A.
Customer did not leave a comment.Steve L.
The locAtion was fine but the mobile reservation was a nightmare with statements like I was not at the correct location, the license was not scanning, I needed to add another person but then when I did they said I could Not add my husband - all bad , and then you charged $10 for coverage when I opted out of coverageBobbette B.
Lori was GREATGordon S.
When I reserved the U-Haul, I did not choose any insurance. The office in Vashon told me that an insurance for $28 was added to my rental. I said that I didn't want the insurance and she told me that I could get it taken off in Auburn. When I got to auburn, they said I couldn't take the insurance off. I want to be reimbursed for the insurance that I didn't want or need.Kathleen G.
Customer did not leave a comment.Wyatt G.
Clean truck - ready to go at arrival.Cynthia T.
Van was clean and ready to go when I arrived,Steve S.
We received a $25 charge for "not sweeping out the truck." When I said that we did sweep out the truck, I was told by the woman at the drop off location that it was "a big mess." She sent a photo of the dirt pile she swept and it looked like it would have fit in a match box. A very small amount for a 26' truck. I complained and was pleased that my $25 charge was refunded. Thank you U-Haul.Sue W.