Even though we said no when asked if we want to add trip insurance, our final bill still reflected the extra charge
Samantha F
Customer Reviews for Lock & Leave 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.
Better signage would be great. I got in through the back and then wound up deep in the storage area.
brecken hSevino helped me get a truck that I desperately needed on moving day
MATTHEW DGreat experience
Carmen OThe gentleman at the front desk was very friendly and delight to work with
Nicole PThe side mirrors could not be adjusted. I tried everything (You Tube, instructions, manually, etc.). This presented a very dangerous situation and I had to have my mover (a complete stranger) ride with me to help me with my lane changes. The truck also had less than half a tank of gas. I had to fill it up before my move since I was going quite a ways. I was then told when I dropped the truck off, that I would NOT be reimbursed for the gas that I put in ($120.00). Not happy about that.
Terry HEquipment worked perfectly, location was convenient, safe and clean. Service and staff were friendly and helpful. Overall experience was great.
Vincent LGreat sales people, very knowledgeable and helpful.
PATRICK CNolan and Savino were fabulous! Smooth check out and return. Perfect service. Thank you!
Kelly LWash the outside of the vehicle.
Ernesto AThe tank on the truck was not full. Only a quarter of a tank. They did not have the blankets we ordered. And my pick up location was changed from what I reserved.
John NEverything was great!
JEREMY DNo communication about no staff being available at pick up. Purchased bed bag was not in truck. Truck I originally ordered was not available a switch last second which required more moving time which I got charged extra for and charged extra miles from uhaul. makes me rethink using uhaul in future.
William SThe location itself was very nice and the employees were friendly and helpful. However, the same thing happened as did with pickup - I was not told I would be sent somewhere further away than the originally quoted drop off location.
LUCINDA BCould not be better, beat uhaul site ever!
Matthew LTruck was a little dirty with some dirt in the back but maintained well. Not horrible.
Stephen MВсе очень замечательно.
Anatolii ZMaybe earlier open time but really had no issues getting the truck prior to opening. Great staff on location!!
Mark LStaff was great!
Stacy DServino at the Lake Forest Location was super helpful and professional for my return. He went above and beyond even though I was returning 5 minutes before closing time.
David SKeep up the great customer service you already have in place in this facility. Savino is an asset for your business.
NELLY SThe overall remote digital experience was a little confusing and it took 30 min. The truck ran fine but was dirty inside and I had to take a lot of pictures due to the damage around the vehicle.
Sean FLocation has poor cellular coverage (I'm using Google Fi) that makes self pickup and drop-off difficult.
CHENG IAwesome experience. Digital check out and dropoff. So different compared to what i am used to.
Thomas WThe customer service rep was fantastic! The only issue I had was when we turned on the A/C in the truck, it blew out something that made me cough for a very long time. I had to use a surgical mask for the rest of the day.
Sammi MAccording to the asst manager, the fault was with U-Haul and not his location. We were called and told to go to this location, but when we called to confirm the day prior to the return, we were told that the location had no record of our appointment. He frankly sounded as though he had very little interest in helping, but ultimately found the reservation and found the notes that we were to return to that location, but because U-Haul had not notified him, he could not accept the truck back. He told me he would call U-Haul and then call me back once everything was confirmed, however, I never got a call. He told me when we arrived for the return that U-Haul was supposed to have called me. No one called me, so when we showed up to the location on the return day, we were told that we were at the wrong location and we needed to go somewhere else. And there was no information about where we were supposed to go. My contract told me to return to that location, but the location manager told me if it wasn’t in his records, he couldn’t do anything. It did not matter what we were told or what was written down. This was frustrating, time-consuming, and unprofessional. We were very unhappy with the return experience. This is the second time I rented a U-Haul truck within a three month period, so I had already spent quite a bit of money with U-Haul. I will strongly consider using another rental company in the future
MICHELLE MLove this location. Great and friendly staff. Plenty of parking.
KAMRYN LI was charged 2 gallons upon return for not filling enough gas to match the original levels but I have photographic proof that the gas levels matched.
Ariane BMake sure to have employees present during the time the store is open.
Katsuya CFriendly and helpful. Excellent experience.
Joseph CExcellent customer service from check in to check out!
SHEHAN JService was outstanding and communication clear.
DAVID LNo comments
LUTHER JThe team was so helpful for a last minute rental. They were professional, fair, friendly, and genuinely concerned about my experience. Thanks can t wait to use yall again!
SEAN HEverything was great. Especially the customer service at this location
ERIK MMy driver said everything was good with your truck.
JANINE TNever use the app. The app is the worst experience I’ve ever had. Took an hour and 2 locations using the app. Took 5 min in person.
IVAN VEveryone was so friendly and helpful and the location is so convenient.
SALVATORE MEasy experience in great customer service at the lock and leave front desk.
KEVIN VNothing
GLENN PDefinitely will recommend! Personnel attending this service makes a HUGE difference!! — Thanks 🙏
LUIS Cif i pay $1000 to rent a truck from another place or pay $1 for a u-haul??? i’ll pay $1000 . u-u-haul like to ripoff the customer then making sure they’ll come back again ! ripping off your customers i guess is a great way of telling them thank you! we need the extra money! ok i hope your CEO can go on his great vacation! because he’s telling you to ripoff the customers! he needs to go on vacation! hahaha what ever! u-haul is 💩💩💩 to me ! thanks ! by the way it’s the ripoff part not the money! if you would say that’s what i charge! it’s fine! but ripping off the customers after they drop off??? no no no !
MAHMOUD BYour representative was very knowledgeable and friendly. The truck we rented was just what we needed, and I am very happy with the entire process. Thank you!
IRMA DOutstanding customer service. I highly recommend this rental location.
MICHAEL BIt was unclear where to leave the keys after dropping off the truck. I had to spend extra time figuring out where to return them. The key drop-off location was not obvious at all. However, the truck itself was almost new and very nice to drive — thank you for that!
Timur ZService at the counter is always top notch.
KEVIN VDisappointing Experience with U-Haul. Not the location. My pick-up location was changed three times, with the final site more than 40 miles round trip from my original choice. The reservation time was also adjusted without notice, and the company couldn’t confirm the availability of the dollies I ordered. Later, U-Haul changed my drop-off location and added a $30 mileage overage at return. The overall process was inconvenient and poorly coordinated.
WILLIAM JWhen I picked up the truck we were informed my credit card would not be charged until our drop off destination. I used my card during our long drive to out gas on the truck only to find out half way to Portland my card was denied. When I finally called my bank Monday morning to find out what happened the told me Uhaul had charged my card Saturday 10/26 only 24 hours from pickup and my card had now $70 of insufficient fund charges added to my card. I called the Uhaul and a guy out a claim in to an area field manager to have him concoct me asap to clear this mess up. I expect a call and speak with him directly before 10/31
JEANETTE EThe pick-up and drop-off were very simple and smooth.
BRIAN DEasy process. Great customer service 🙏
LUIS CThe guys that works there really friendly and helpful.
MEHDI TWe rented a truck for pick-up at 8:00 AM at a location near us. The day before the pick-up, we were told we couldn't pick up the truck until 10 AM at a location many miles away from us. We selected a location for drop-off a block from the storage unit, and were told we had to deliver the truck some miles away instead. At the end of it, you charged us $20 plus tax for bringing the truck back 20 minutes late. Whose fault was that? Your failure on pick-up time and location and drop-off location cost us at least 3 hours. We are very dissatisfied with this experience.
THOMAS LThe check in staff at this location is absolutely amazing! He was professional, knowledgeable and friendly. His customer service was perfection and had me on my way very quickly. I also worked with two phone agents to delay my pickup time twice and they were also excellent!
TIN HFriendly
YASSIN BFriendly and professional
YASSIN BGreat customer service at lock and leave storage.
KEVIN V