It was a bit confusing where to leave the keyBrandon M.
Customer Reviews for IStorage El Dorado Hills
(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.Gerry K.
Pick up the phone when customers call. Was difficult to get a hold of someone to confirm my rental.Josh B.
Customer did not leave a comment.Haley A.
Have more small trucks available!Gary A.
Brie is ALWAYS wonderful!Tim P.
The breaks on the truck where very soft, I recommend they be replacedBRAD A.
Customer did not leave a comment.Ashish S.
Storage facility was closed all dayRafael S.
Communicate! It took us over an hour to get the truck out...wasted time. Then nobody would pick up the phone when I had a question, even after calling back several times. Terrible customer service! Oil Iight was on the whole time - poor maintenance too.VICKIE S.
Customer did not leave a comment.David C.
Everything was fine until I was charged $82 for fuel when I returned the vehicle after I had replenished the tank with MORE fuel than it had when the rental started.Matthew C.
Satisfied with rental experience...still do prefer working directly with people rather than phone/online check in / check out.Steven G.
Customer did not leave a comment.DORRA D.
Customer did not leave a comment.Cindy H.
The App for check in was broken. These assholes wouldn't help us check out or in. Every time I saw the location customers were out there angry and frustrated. It was really a shitty experience.ERIC B.
When I arrived the u-haul web page indicated that the truck was setup to in person delivery and personnel at the location did not wanted to give me the truck I reserved, after a 30min call with u-haul representative the issue was fixed. It was a really good scare since I had to drive 2.5 hours to pick up the truck.Raul O.
On line booking system was a nightmareGary A.
Customer did not leave a comment.Carson G.
Not locations fault but took us over 1hr to check do to the covid process. We are tech savy people. Point blank your app and website process is a pain in the..... and you need to fix compatability with droid samsung galaxy 9.Jason G.
The idea is a great one to self pickup and drop-off. The mobile app needs a bit of work to gracefully resume when the session times out. For example, I initially started the app to go pickup the truck, I was not close enough for the GPS to allow me to continue. The time it took me to get close enough caused the app session to timeout, but I could not tell. I was able to take my own picture, but it would not get get past taking a picture of my license. Just did nothing, with no errors. It should either force a restart or re-login again. The same thing happened on the dropoff. The app was up the whole time I was moving, and therefore had timed out, but again it could not get past taking the pictures. It fooled me as it allowed me to get part way, but then again no indication that the session timed out. I figured it out when I used my daughters Iphone to complete the transaction. My Phone is an Andriod 9s+.David C.
Customer did not leave a comment.Matthew L.
Improve server connectivity!Dave C.
Great location. I will definitely use them again.DARREN F.
Your website says the truck could be picked up one hour before your appointment time. It did not say â€œif your truck is readyâ€ according to the rude woman at iStorage. We arrived at iStorage 45 minutes before our appointment time. We were having issues with logging into the site when we got there. It said I didn't have an account after I spent the time doing it the night before. So, I thought I made a mistake and started to create an account again and then it said this account already exists but wouldn't log me in. I was frustrated and seeked help by calling the 800 number. After 10 minutes of no one answering, we seeked assistance from someone at iStorage. We ran into an employee (don't know her name) who was so rude to us. She made us feel we were inconveniencing her instead of explaining what was happening. We had to be in the area of the truck earlier that day and had hoped to save a driving trip by picking up truck early since the site indicated we could. After spending so much time dealing with the website and the rude employee, we left and I had to return after my appointment time with another friend to help me pick up truck. All avoidable if the site was clear about early pick up. I have to move into my new place in a couple of weeks. I want to use UHaul because I've had good experiences in the past, but I don't want to deal with this woman again. Not sure what I'll do.Heather D.
It took over a half hour on line to order the vehicle. Being able to order with a live person would have been much quicker and efficient!James C.
For on-line rentals, it would be helpful if ahead of time you would let your customers know what information and documentation is required for identity verification. For example, had I known it would have been useful, I would have had my passport with me for a secondary means of identification.Peter S.
We set up this truck for self pick up which was not set up at the site....we could not get the truck at the scheduled time...I had movers I paid for at the house waiting.....talked to several uhaul personal who simply did not care ....after waiting a LONG time on the phone each time they transfer you....the only person who cared was Frankie the Regional Manager....who at the end tried to help.... the experience was terrible....I called at the Arizona side to have the return location changed after waiting on hold for a LONG time...finally talked to someone who said she changed it but did not....I had to do it again.....U Haul made moving much more stressful for their lack of care or concern...I guess when you have a shortage and business you can treat people however...I also rented a trailer and to had trouble....they changed the return location without informing me....??? Had to go all over town in different locations at the last minute to even get equipment...and then to be offered so little compensation for all the mistakes made by U Haul it was insulting after spending lots of money. So unhappy with the total experience....I will need a truck in the near future in Arizona but will have to look elsewhere.Gerry H.
Customer did not leave a comment.Doreen H.
The staff here (a young man, and a woman supervisor) were EXTREMELY rude and unprofessional. The way I watched them treat their customers and then I yesterday was flat out unacceptable. If I were the owner here I may have a heat attack if I witnessed how they acted. They completely ignored customers to the point that they would not even acknowledge their existence. On the door it says to call some number if no contact is needed but if you knock and you can see them sitting in their chairs not even looking over at you it is just infuriating. The young man walked out of the office to the main hallway as I knocked on the window politely to get his attention. He continued walking as if he were deaf. I will never spend my money here again and will encourage others to do the same if this is not addressed.autsn C.
I stated that the cleaning fee is invalid and yet the charge went through anyway. Nobody reached out to ask me about this.Leo Z.
Customer did not leave a comment.Joe Michael B.
Van was not washed on the outside. I notice this is the case with most of your Uhaul rental places with exception of Carizma in Cameron Park.Catherine H.
This was a DISASTER! After confirming my reservation by phone and online, when I showed up to pickup the truck I was told this location is not renting out Trucks this week. I showed my text confirmation directing me to that location and same response. It took an hour to finally get a truck. Then the back door would not close and it took an hour to return because they wouldn't take the keys or document the broken door. Terrible experience...Cheryl M.
Customer did not leave a comment.Margo D.
Customer did not leave a comment.Bj K.
Customer did not leave a comment.Boo Joong K.
Great experience will rent againThomas R.
Make more explicit how to unlock the back of the truck. The photo of the lock was misleading. Also provide a photo on the back of the truck on how to use the rear door. I couldn't get it back down. The latch got jammed because it wasn't set.Frank M.
Keep locks lubricated, was difficult to release lock after code was entered.Michael A.
Customer did not leave a comment.Jeff D.
Customer did not leave a comment.Greg F.
I need to make an insurance claim?DEREK V.
Customer did not leave a comment.Jody H.
When I booked online it said nothing about having to use your new app. It took over an hour to get it to install, set up and work properly.the clerk on property was NO help. Upon return, it would not let me adjust the fuel level and charged me $17 extra. Will never use Uhaul again....Robert B.
The return process. Because the location of where to park the vehicles (good distance away from key drop off and uphill) makes the return process a hassle. For example, I parked the vehicle, locked up and walked down to drop off keys. Logical process!? However once I started the mobile checkout process I realized you're required to take pictures of the vehicle before receiving the key box code. So back up the hill... which could be problematic for some with physical restraints. Recommend a text be sent in advance highlight process/stepsMichelle H.
My experience was fantastic. Using the app was very easy and convenient. The only issue for me was the lock box was down a steep driveway to retrieve the key to the van.Diane H.
Horrible customer service. I'd like to speak with a manager.Allison N.
There was some confusion, partly my fault, when getting the keys. There were two key in box and I took them both thinking that some vehicles have different keys for the doors and the ignition. Maybe add a note in the prompts on the app about checking the key tag to be sure it matches the number of the vehicle would be helpful.Brian S.
I like how self-serve the rental was. I never had to talk to anyone there at all - did it all on my phone. No problems whatsoever.Amy M.
Customer did not leave a comment.Amy J.
With this covid 19 the check in was a messROBERT H.
The truck was filthy with bug residue all over the front of the truck, especially on the windshield.Michael L.
You need to update your on-line system both for the customer and the in office staff. There are problems and glitches that make it so it runs very slow, freezes or not at all.Kimberly M.
Park the vehicle where you say it is. I was told it would be on the road. It was not there. It was parked in their parking lot which was not obvious from the road.Andy J.
The check-in/out system on line is very easy and allows for flexible pick-up and return times. Brie is probably the nicest person we've ever dealt with, and she certainly puts the "customer" on service as her top priority. The truck was clean and worked beautifully, making a stressful day just a little bit easier.Timothy P.
Online check in and website not very user friendlyChris S.
Customer did not leave a comment.Apollo C.
Customer did not leave a comment.Francisco A.
I was 100% satisfied with my experience. Thank you so much for remaining open. My move was planned months ahead of COVID 19. Stay safe and healthy.Sandra L.
Truck had 188k miles Old and many rattles and dents. First hot weekend and no AC. Do not like the mobile check in and out.Lisa B.
Fix the mobile app. It wouldnt let me upload pictures of damage then acted as if I had accepted the pickup. When returning it skipped over the instructions on what to do with the key after dropoff.Scott W.
Understand that we are in unprecedented and uncertain times, but the lack of customer service was excruciating. Was trying to check in for more than an hour. Was late for my pick up due to customer service on the phone and the lack at the store. The employee could have checked me in and got me out of there in 10 minutes, without me being within 20 ft of her. Uhaul.com said that the store was open and could check me in. Instead spent over an hour trying to navigate your poor mobile check in. Never again at this store or Uhaul mobile check in!!!Dino M.
I was a walk in reservation, they took great care of me and got me into the vehicle that I needed for the day.LINWOOD G.
Best U-Haul experience we've ever had! This location was extremely comfortable, clean, organized, friendly, professional, helpful, quick, and easy! Almost stopped using U-Haul after previous experiences but this one turned everything around for us. Great people and service!Nathaniel B.
Manager Brie was exceptional to work with. She address all my needs it made my move go smoothly. Will be back if the need arises again. Drop off in Havasu was great as well facility was closed on Sunday but owner was there doing maintenance on his building and stopped to check in the truck saving me a trip back the next day. He inquired about the truck? I told him the front end felt loose by better once loaded. Interior was clean, for added confidence my wife wiped down with disinfectant wipes. Power wash's exterior. And wipe down interior as my wife did. Thanks DonDon M.
Jacob and Brie very helpful. Thank you.James D.
Customer did not leave a comment.Timothy P.
Brie was great! Very personable and helpful.Briggs M.
Awesome location and staff. Best Uhaul experience I have ever had.Sean A.
Customer did not leave a comment.Carol M.
Customer did not leave a comment.Jamie D.
David & Lorraine were very helpful and friendlyShanda B.
Customer did not leave a comment.Michael H.
Customer did not leave a comment.Carrie L.
Shamus= Stud- has never once not been able to provide our moving company with trucking needs in 5 years I've done business with- he is always fantastic- Thank you my friendJoshua S.
convenient location, good and speedy customer services, great location at the storageJohnny H.
Customer did not leave a comment.Roscoe R.
no one answered my repeated telephone calls on Sunday - the sign said it was open between 10 and 2 p.m. Other than that everything was fineMICHAEL D.
Customer did not leave a comment.Danielle B.
The online check in and check out system was terrible and the worker there told me it would cost $20 to manually check me in ... I wasted 25 minutes dealing with online checking issues... saves time?????? Get it together U-Haul unhappy customer hereKevin G.
Customer did not leave a comment.Michael F.
no criticism from me. Will come back if neededMICHAEL D.
Customer did not leave a comment.Hilarie R.
Customer did not leave a comment.jim M.
Customer did not leave a comment.James N.
Great customer service, efficient, friendly, fast.John D.
Customer did not leave a comment.Matt H.
I was quoted one price and charged almost DOUBLE of the quoted price. There was no explanation of the price difference. The website gave me the option to contest the charges and told me someone would be in contact with me. That never happened. Maybe there's some reason why I was charged more, but uHaul never communicated that reason to me!Matthew E.
Customer did not leave a comment.Chuck J.
Customer did not leave a comment.Bradley N.
Customer did not leave a comment.James R.
Nothing, Staff were fantastic.Jim T.
Issue I had was cost was different than what I was told.Christopher O.
No comments noted at this time. Satisfied with service.Betty P.
Extremely nice employee and immaculate, modern office. Great location also, so close to home.mardee K.
Customer did not leave a comment.Dan S.
I think your doing it. Not much I can add to it cJoe L.
Very good and easyAnthony S.
Closed when I dropped off the truckRobert M.