Customer Reviews for Lone Star Storage
(U-Haul Neighborhood Dealer)

Rating:

2.0

An appliance dolley with a 20’ truck was reserved for pick up at this location. When I arrived to get the truck, I was simply told “we ran out of dolley”. I was provided no update prior to arriving, which could have allowed me time to find another location for truck pick up and dolley. This would go on to add extra stress as I had to call around to find an extra dolley which incurred a few more miles to this trip which uhaul of course was not empathetic to understand and still charged me for driving 16 miles over my estimated amount. This is unacceptable for business transactions. It is frustrating how a reservation does not mean anything with this company. Do better. I will not recommend this location or uhaul again.

Rating:

2.0

The gentleman that helped acted in a complacent manner and did not utilize professionalism in a timely manner. I’ve had many experiences with U-Haul and I have always had a wonderful experience until today. It could’ve been handled better in all aspects.

Rating:

5.0

Easy in and out using the Uhaul App!

Rating:

5.0

They need to recharge the AC

Rating:

1.0

When I arrived for my pick up time, no one was in the office. Another couple showed up and was also perplexed by the lack of employee"s attendance. I called the 800 number for U-haul and they too were not understanding why no one was at the location. The other couple left. I could see a truck the size I rented that was open, the door in the back and the cab. Once someone FINALLY showed up, I found out my pick up was converted to a mobile pickup. No notification, even U-Haul did not know this had been done. I finally got ahold of the key and entered the truck, it was dirty, the cup holder was sticky and there was trash on the floor. Once I turned on the truck the check engine light came on. I brought this to the attention of the employee on location, he proceeded to check the gas cap, the emergency break and the door??? NEVER AGAIN. I have rented from U-Haul many times and will again, but not through this location!

Rating:

3.0

When I picked up the truck the back had not been swept out, the check engine light was on, and they didn’t have the appliance dolly I ordered. Terrible experience and if it was my only one with U-Haul I’d be tempted not to return but this is an outlier for the normally great service I’ve had in the past.

Rating:

4.0

The staff was very friendly and did everything they could to help me

Rating:

3.0

The truck was very unsafe. Side view was glued on so I couldn’t adjust while driving.

Rating:

5.0

I've rented from this location several times and they are always very helpful. Thank you!

Rating:

5.0

storte was closed when i dropped trailler off at 8:45 am. No problem however. large parking lot. easy to maneuver and disconnect trailler. no problems at all

Rating:

5.0

The lock system I had trouble with. But I’m old.

Rating:

3.0

Initially I was not a happy customer. I had to change pickup locations three times because U-Haul kept renting my RESERVED trailers to other customers. (This happens frequently with U-Haul) However Ryan did an excellent job to make things right. Company needs to honor their reservations but shout out to Ryan for going above and beyond

Rating:

3.0

When we dropped off the truck they would not look it over the truck or provide a confirmation that the truck was not dented or had gas.

Rating:

1.0

While the product that was rented performed as expected, the customer service level at the location was far below average. The attendant arrived to work after opening time. An assistant was trying to help the customer ahead of us with little/no luck navigating that person’s reservation. There was no initial greeting. Supposedly, the computer system was running slow. It took 50 minutes just to get through the check-in and hook-up process. The attendant never came out of the building to give a final check on our hook-up and connections. We had to rely on other customers in the yard to consult for the safety inspection. The link to capture rental photos was compromised and wouldn’t accept some of the images of the rented product. This overall experience was far below the basic level of service which we’ve received elsewhere from u-haul. It will not keep us from renting again, but never again at this location.

Rating:

1.0

This rental location needs to be shut down. They had 1 person working. Took me over an hour waiting in line, and when I got to the front they said the computer wasn’t working and they wanted to keep my credit card in order to take my rental. Then they said I wouldn’t be allowed to take it without writing down all my credit card info and personal information. When I eventually got them to agree to let me take my rental I walked out to the parking lot to find multiple families standing around with no one helping them get into their rental vehicles or hookup their trailers. I helped several families hookup their trailers and had to hookup my own. I understand this is against U-Haul policy and the rental office needs to be held accountable for staffing issues, information system issues, and completely ignoring the needs of their customers and company policies. My receipt also shows that my rental trailer was $29.95 but they over charged me $37.95. So I also need a refund for that over charged. I will never rent from this location again.

Rating:

2.0

Truck smelled like smoke. AC did not work properly. Drivers door would not close all the way.

Rating:

5.0

Nice, quick and easy... Good price also

Rating:

5.0

Check-in and check-out were fast and easy.

Rating:

4.0

Keep updated equipment

Rating:

5.0

Great customer service

Rating:

5.0

The attendant here was very helpful and efficient. It took very little time to drop off my rented trailer. The site was big enough to get a trailer in and get it unloaded unlike another place I used a few months ago.

Rating:

5.0

Awesome staff!

Rating:

2.0

It would be a good idea to open the doors on time. I had a reservation for a 9am pick up and no one got to this location until 9:20am.

Rating:

4.0

Nice, friendly staff, quick service.

Rating:

2.0

As stated above

Rating:

5.0

They went above and beyond to help us check in. The owner was very helpful and gracious.

Rating:

5.0

Great customer services

Rating:

5.0

Nothing

Rating:

3.0

I reserved with time in advance and when I arrived the utilities were not available

Rating:

5.0

I will be back

Rating:

4.0

I went on Sunday for my drop off, therefore I cannot say if the location was clean and inviting, rather the overall property was a strip center and YES, was clean and inviting. I did not make any contact with any personnel therefore to avoid lowering the rating, I said YES to being helpful but it does not technically apply.

Rating:

5.0

The person at the pickup was very friendly and helpful, and the person at the drop off was, as well. Highly recommend them for dealing with!!!

Rating:

3.0

The answers to your questions are either yes or no. Perhaps it would be better to offer the customer more nuanced feedback. The main issue I ran into was the UHaul app. I returned a truck shortly after midnight, after a long day of moving stuff. The app is the worst and a waste of time. By the time I got home, the app was still updating my info. It never worked, so i just clicked out of it. Really unacceptable, considering Uhaul insists their customers use the app.

Rating:

5.0

I have been using this location since 2020 and the process has always been smooth! I love this location!

Rating:

1.0

Yes, I have some serious concerns. First of all, and most importantly, is that the axel broke on my trailer going down the freeway. I inquired about the condition of the trailer at pickup since it was noticeably rusted all around. I was told all was well and I assumed the rust was just on the exterior and that critical mechanical components were swapped out. Does U-Haul not do inspections of their equipment when there is noticeable rust? Whose job is that since they get sent to individual locations? Is it U-Haul’s responsibility, or the individual pick-up locations? You can see the seriousness of the issue from the pictures that I sent to you when I called for the trailer swap. This incident could have easily caused the trailer to sway and/or flip causing injury or death. Thank God we reacted in time when we heard the clank and saw the tire smoking from rubbing against the frame of the trailer. Much less important, but we also had a 3-hour delay having to swap out and transfer all the freight in the trailer. Secondly, I have issue with the location at Storage Lone Star where we picked up the trailer. We were scheduled to return it on Wednesday July 24, which we did at 0915 am. The person inside the building said he was not affiliated with the U-Haul desk inside the building. He referred me to a business card for Wayne Nguyen. He said Wayne did not work on Wednesdays, so that means I was instructed to return he trailer on a day that it was known nobody would be available to check the trailer in. Since nobody was there, I called Wayne at the number on his card, 817-379-0512. He did not answer so I left him a voicemail advising him of the axel issue, that we had to get a trailer swap from another facility, and I gave him the number of the replacement trailer we left in his yard. I never even got a phone call of any concern about the broken axel I told him about! Worse yet, I ended up being checked in for the trailer at 10:15pm that night causing me an extra day rental fee. Unbelievable. Looking at the photos of the condition of the trailer, I believe U-Haul may have been negligent in not checking and/or inspecting their equipment. This negligence could have caused injury and/or death. All I am asking is that U-Haul refund me all my charges for this experience. Assuming it is his responsibility, I would also ask you to inquire with Mr. Nguyen about his inspection procedures. Please advise. Feel free to call me if needed at 817-676-1955. Regards, Christian Clark

Rating:

3.0

These guys were nice and flexible with the time I had to change, however when it comes to Uhaul overall, I am tired of my reservations being "switched" at the last moment to somewhere across town from where I'm at. I made reservations at a place on purpose and a time line around what you committed to.

Rating:

1.0

Didn’t help attach trailer. Trailer was very heavy and hurt back putting trailer on. Didn’t even come out to see if trailer was attached properly. Pointed at trailer and said “take that one”.

Rating:

5.0

The U-Haul application was freezing and buggy besides that good experience

Rating:

5.0

The employer was very friendly and helpful

Rating:

5.0

Drop off was easy and quick. Very friendly support person helped me.

Rating:

5.0

U-Haul experience was life changing.

Rating:

5.0

Super easy. No issues!!!

Rating:

5.0

Great location. I rented a trailer at a different location, and was told the day before that the trailer was no longer available, and was switched to this location. He had my order ready when I arrived. The trailer was hooked up and I was on my way in 5 minutes. Returning was even faster! My new favorite UHaul location.

Rating:

1.0

This location removed items from my reservation without notifying me. The removal of the equipment made the use of a he truck impossible and has not given me a refund. In fact I was charged an additional fee for gas, have been taken advantage of by U-Haul and very well will be my last time ever using U-Haul if I’m not reimbursed for this reservation.

Rating:

5.0

Super easy pick up and after hours drop off. Convenient, and same day. Thank you!!

Rating:

3.0

Service was good however the trailer was old and dated with rust damage. Additionally the hitch coupler was the older model which doesn’t allow you to use a pin lock to prevent thefts.

Rating:

2.0

Unfortunately I had selected some additional equipment and they inform me that for a while had not have the equipment. Why have it on you're web site to rent if you don't have it . Truck was almost empty but yet you expected to fuel the to a certain level. Never received the refund they said they will give me bag. Equipment was nasty in the inside and I have pictures from inside the cab.

Rating:

3.0

windshield was covered in bugs and dirty

Rating:

5.0

Your agent done an excellent job.

Rating:

5.0

They was very helpful in removing the Auto Transport for me Thank You!

Rating:

5.0

Everything was easy.

Rating:

5.0

No issues, rental was ready in arrival, smooth and efficient process

Rating:

5.0

they staff was great!

Rating:

5.0

Wayne. Very great man.

Rating:

5.0

Nothing. The gentleman who helped us was so helpful and kind. It was a very nice experience.

Rating:

4.0

The owner was always very polite and professional. He took time to answer my questions. I called to make monthly payments and he always confirmed payment both verbally and with an email receipt.

Rating:

5.0

These guys are great! They helped me out with a late minute storage need and a truck. I rented 2 storage units and rented a truck 4 different times, never a problem. Awesome over all expirence, would not hesitate to use in the future for truck or storage rental need.

Rating:

2.0

Very nice ppl. But that doesnt help the swamp pit in the back where i stored my boat and trailer. I even bought a yard of gravel and tried to fill in some of the huge mud holes but it didnt help much.

Rating:

5.0

No complaints. The price was right and the storage space great. Would recommend and would use again. Friendly and helpful staff.

Rating:

5.0

Facility is clean and well kept.

Rating:

4.0

Wait was a little long but it was Saturday morning with several people in line and the phone constantly ringing with only one person working. Wayne did a great job tending to customers however.