Customer Reviews for Issaquah Highlands Self Storage

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.

Testimonials from recent customers of Issaquah Highlands Self Storage

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Ming C.
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Customer did not leave a comment.

SHAUN S.
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Uhaul kinda just sucks. Never really had a good experience at any locations

AARON G.
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Horrible check in experience. We called and spoke with Brytani at the store to ask a few questions- took almost 45 mins to actually pick up truck. Also I was overbiled yesterday a few hundred dollars extra. They didn't find the keys that I liked in key box #3 (returned around 5:30 with gas at the same level as I left with. Piss poor interaction poor communication and an extra charge for god knows what. Would not recommend

Matthew M.
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Improve the website for contactless rental. Some critical piece of information was missing for me. Brytani Hall at Issaquah Highlands said "Yeah, the website is confusing." She had to hack around my phone to get it to work. (So much for "contactless.") Kudos to Ms. Hall for her patience with my frustration. Kudos also to Dan (didn't get his last name) at the U-Haul in North Bend for helping us chase down a van, giving me the phone number to talk to Erin (no last name) at scheduling. These three made it possible for me to continue getting my mother moved from Seattle to Spokane despite her recently "repaired" car that broke down on the freeway.

Robert S.
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Self service pick up instructions on application were really confusing and inaccurate. The truck was not where the app said and I was forced to choose that I had located the truck in order to get the key before I actually knew where it was. The person behind the counter was rude and condescending.

Thomas O.
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Your help was horrible. Not friendly, not helpful and plain down rude. Please work with him on customer service skills. He flat out asked for a person to call and when asked why he said with 24 hour rentals we find people dis honest.

Gina R.
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The lady was very helpful. She had great customer service! If only they had more people like her.

Traci B.
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OMG The taking pictures of my license on the app (twice). Are you saving that? Having to cross a busy street multiple times to use the app and location services. Every time I crossed, using the pedestrian light, at least one car went through. It took me longer to use the online reservations and app than I used the vehicle.

James A.
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The pickup and drop location of the truck is across a busy street from the lock box. The area has no street lights and we were concerned by a fella hanging around us while we tried to figure out the process of checkout in the dark. Did not feel safe.

Joseph W.
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If by clean you mean clean, no the cab of the truck was not thoroughly cleaned before I rented. The online check in procedure was terrible, none of the pictures of the truck were of my truck, I had to go back to the office for further information. The gal working in the office Brittany was less than helpful, actually bad customer service. She told me that this location is just an affiliate location not actually owned by uHaul, like that should matter, but by her saying it, was like I should expect subpar, which is what I got. Complete FAIL.

Timothy P.
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Customer did not leave a comment.

Steven W.
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Customer did not leave a comment.

Ashlee G.
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The booking process was seamless! Great service

Christopher G.
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Too much reliance on technology that doesn't work - Smartphone location reliability, broken links on website, no immediate assistance, etc. This was the U-Haul experience I have ever had. What happened to your company? Terrible experience.

Valerie B.
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Overall, this experience was fine. However, when I made my reservation, and reviewed the COVID rules, I chose to not do the 24/7 access, and chose to do in person check out. I am not sure why that was even an option available as I was switched to the 24/7 check out. Had that been my only option when I was making the reservation, I would have gone elsewhere. The online process was tedious and took longer than in-person probably would have. In general, I think this is not a great location to rent vehicles, as you have to go across the street to get a vehicle, rather than have a parking lot like most places, where everything is right there for you.

Elaine B.
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The app was terrible. The location of the truck was not actually listed, just the location of the key pick up box and then thr app kept asking me to take pictures of things but didn't give me the ability to do so

Ertugrul U.
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Mobile Pick Up was a horrible experience. How do you subject your customers to this type of experience? The location staff was helpful.

Jordan R.
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Customer did not leave a comment.

Matthew F.
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Improve web app

Wes H.
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RORY at the location was excellent! I had a couple of problems completing the mobile process, and he got it done. Highly recommend!

Sidharth V.
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Customer did not leave a comment.

Andrew E.
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I was charged for gas when I filled up appropriately. I called the branch several times and was unable to make contact to contest the charge.

Robert T.
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Van was great! Picking up the van was awful! Yes they gave me extra time and returned 4 hours early however bill was higher than expected. Their app is a monster to work with and their expectations are not clear up front.

Charles F.
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When undoing the lock. It would help to specify that once you put the code in. On the right there's a silver/gray lever you must turn all the way down to undo the lock!.Press hard. We struggle with this so hoping it could be explained we better. We had to bother someone inside the store to help us

Maria A.
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Customer did not leave a comment.

Brooke J.
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Buy new locks for the 24/7 service

Seth P.
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Person working today was super helpful, everything was great

Kathleen O.
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Double charged after I already returned truck. My original pick up time was delayed with no apology then to be doubled charged is ridiculous.

John C.
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For contactless pickup specify where truck is versus key. Struggled with lock on key box. So maintenance on the lock or instructions to get if a real hard shove to open.

TIMOTHY S.
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Five out of five stars for Rory!! I was renting at the last minute and Rory made the experience drama free. Extremely helpful, good knowledge of the really convoluted online reservation procedures. Rory made the experience pleasant.

August O.
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Customer did not leave a comment.

Kevin T.
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Agent was extremely helpful and patient.

JOHN C H.
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The customer service was lacking. The manager stated that she needed to go to the bank before trying to help me overcome the sign in app. The truck was on E when I got in. It was a miserable experience.

Duane K.
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Positive Feedback for Brytani Hall. She was exceptional and provided excellent help and support when I couldn't figure out how to use my cell phone

sally I.
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Customer service is very bad without respect

Andrea H.
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Horrible service .. you need to do everything on your phone to get the car . Takes forever ! Website does not work on your app ... nightmare

Jeremy L.
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Was forced to used the 24 7 due to not opening till ten. I use uhaul quit often i am an overthe road mover. I am in your sytem. They would not release the lock code till they reach to of my contacts. I had my customer and my crew waiting for over an hour till they reached someone. My credit card is on file. Im in your system. What does a phone call to somebody who has zero to do with my job my money and durther more my customers. Your down fall was mine as well. I will be reviewed as well . after being late to my delivery. Will continue to use uhaul but highly dis satisfied with this rental.

David K.
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The folks at Issaquah Highlands Self Storage did a great job of making up for a UHaul app that is broken. You could not use the UHaul app (You have to go through your mobile web browser and access their internet site directly) to check-in/pick-up your rental nor could you use it to return your rental. This makes it far more difficult to do a contactless rental of a UHaul vehicle.

Ken J.
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The person at the desk was not helpful at all. Didn't even want to be bothered with helping out. She had a mask on, we had a mask on and kept a 10" distance and still no help. You need someone at the desk that wants to work and make U-Haul look good.

Greg M.
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Customer did not leave a comment.

Glen L.
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Customer did not leave a comment.

Matthew S.
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I arrived at 545am for my pick up time of 6am. The final approval process lagged and was pending approval before I was directed to a 24/7 phone number. I sat on hold for 30 minutes before the uhaul representative told me I hadn't found the van that I was literally standing in front of. I was then told I need to go back to the same location I was already at and put my information in once more to pick up the van. When I finally received my rental it was 715 and I was behind schedule to the appointment I was commuting to and Was still required to return the van by 10am. Horrible experience overall and I will be avoiding uhaul in the future.

douglas J.
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Rory did an excellent job checking me out and checking in. His prompt and personal service is an excellent example of how i want to be treated during my Uhaul experience.

Sheryl P.
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I reserved the truck online to save time but then had to go in and do the process all over again. They didn't have the lock box for keys available. Plus the truck they assigned me had no gas so she had to find another truck. Seemed all the trucks were below 1/4 tank. I asked why, the reply was, we are an affiliate and don't have a way to get gas into trucks and sometimes customers don't refill the tank based on their usage. Super inefficient. I had movers on the clock waiting for me. I have reserved and used Uhaul online successfully in the past.

Jean I.
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Nothing; the business was tidy, the attendant helpful and pleasant & the truck appeared to be well maintained and was easy to drive. The only negative I saw was the layout of that particular U-Haul business. Thank you for making our move a pleasant experience.

Marc M.
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Customer did not leave a comment.

Jennifer M.
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i was lied to and I had to wait 30 minutes for my reserved Van which put me 1 hour behind!!

Michael J.
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Self check in and out seemed more tedious, could prep user to complete some beforehand to avoid standing in the elements. Otherwise, fairly self explanatory to do.

Daniel L.
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Customer did not leave a comment.

Jeff C.
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Customer did not leave a comment.

Tin K.
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Passing knowledge & friendly helpful.

Julie H.
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Customer did not leave a comment.

Scott W.
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Keep a spare key at rental location.

Sameer P.
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Customer did not leave a comment.

Robert R.
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The guy that made my reservation at the location was was excellent Cabin of vehicle wasn't that clean but not too concerned Overall very good experience

yijiun L.
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Excellent service

Daniel S.
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excellent person at the counter...very knowledgeable and great phone presence...a pro..

Chris D.
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Customer did not leave a comment.

Karren R.
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They were great

Paul M.
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Very professional, patient and friendly customer representative taking his time to explain and clarify. Good experience without any complaints.

Kevin K.
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Customer did not leave a comment.

Tatiana W.
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Very nice and very helpful customer service! Thank you very much, you made my move stress free! Happy New Year!

Tyler R.
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It took an hour to pickup the vehicle. The receptionist told me there was an issue and "You can check in online". After signing up in the store, it told me I had no reservations, so I couldnt check in. Horrible experience.

Luis L.
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Just a little mud at the driver flor but generally good

HIND H.
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Customer did not leave a comment.

Norman A.
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I had a 10:00 reservation, clerk arrived at 10:05 (10:00 opening time) - took 20 minutes to process customer in front of me - too k 20 minutes to process my transaction - multiple IT/System issues - would not allow photo'ing of my ID - same issue on checking for damage prior to departure - technology did not work Poor CS attitude communications for staff = no empathy Very frustrating

Leo M.
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The man working at this location is an awesome dude. Great customer service

Richard U.
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Customer did not leave a comment.

Sergey S.
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Make rental easier. I've chosen mobile checkout thinking it will be faster, but it is a nightmare. Had to scan my driver license 3 times, why? Why do you need my second phone number to confirm my identity? I can board the plan with my driver license but can't rent a truck? Wasted about an hour before I finally got the key to the truck, so frustrating. I'd rather rent truck from the nearby home depot next time.

Lisa M.
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Wonderful customer service. I wouldn't change anything.

Holly R.
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agent was extremely friendly, helpful and personable

James I.
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Nothing. A perfect experience

Emory S.
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I rented a truck from Bay Storage in Olympia, WA.. However, they did not have a utility dolly, appliance dolly, or blankets available. They called the Highlands store and confirmed that they had the items and I could rent them from that location. I learned in Issaquah that I HAD to return the items to that location. Once my move was complete, I had to drive 65 miles to return the dollies and blankets. This was a major inconvenience and should have been explained prior to arranging the picking up the equipment.

Brian J.
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Customer did not leave a comment.

Ermin G.
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Customer did not leave a comment.

Terry H.
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billie B.
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the mobile app took a about 20 minutes to complete but worked flawlessly.

Ben M.
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Customer did not leave a comment.

Mark O.
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Customer did not leave a comment.

arron U.
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The scheduling process is arduous. I had to talk to 3 people and give all my information 3 times to rent a vehicle.

David W.
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The U-Haul attendant (name tag said Manager) was waiting on me using her cell phone to process the equipment rental, as she said her computer was down. She promptly quit helping me to wait on a customer who just walked in and interrupted her in the middle of my transaction, so I had to stand there and wait. No one said please excuse us, they just ignored me, and I complained that it was "rude" for both of them to do something like that. My experience is when you are helping a customer, you complete that business transaction first, then wait on the new customer. It delayed me getting to my destination, it embarrassed me and made me angry, as I felt disrespected. I have been using U-Haul at this location for over three years, if this continues I'll find another location.

David W.
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Truck windshield was dirty inside and outside, hard to see with headlights on in the dark.

Carol S.
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The only thing was the back bed was a little dirty. I was hauling mattresses. I did sweep it out but I hoped I wouldn't be blamed for the dirt.

Erin U.
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Even though the clerk was nice I don't think I should have been charged for xtra gas. I returned it to the level I received it. Where you return the vehicle is on a slanted street. And that affects the gas gauge. So I don't believe that is a correct judgment.

Kimberly W.
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Customer did not leave a comment.

PATRICK K.
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Poor experience with my U-Haul rental this past weekend. It took over 60 minutes from the time of my arrival till the time I left the location. Issues with completing check-out that needed to be resolved by contacting customer service. Long hold times, and multiple transfers before issue was resolved. Although I was able to hold the truck for longer than scheduled, the delay rippled through the day and I was unable to complete my move in time. Multiple trips were needed using personal vehicle.

Richard U.
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Customer did not leave a comment.

Jacob T.
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The uhal smelled nasty af. Location was great tho

Thomas R.
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Customer did not leave a comment.

Michelle C.
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Fantastic experience. Everything went smoothly and quickly!

David W.
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Customer did not leave a comment.

PENG X.
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Customer did not leave a comment.

Robert M.
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Brittany, the on-site attendant was fantastic. Great service.

Michael H.
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Customer did not leave a comment.

Carli M.
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Brittany was very informative, kind and helpful!

Hongsheng Z.
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It is definitely over charged me for the fuel, I will submit a complaint for sure.

Lisa B.
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Such great customer service and very helpful!

Mark J.
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Customer did not leave a comment.

Michael P.
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Customer did not leave a comment.

Donna M.
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Very nice people at the counter. Very clean store and vehicle.

No reviews have been submitted for this location.

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