Call me if you’re legitimately interested in feedback
DANIEL M
Customer Reviews for Midgard Self Storage Colorado Springs 2
(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.
Got locked out of location and someone let us in and then was locked inside with no way to exit.
Joshua CU-Haul was not equipped with the dolly or furniture pads. The management told me to go to another U-Haul location to pick the pads up.
Aaron BThe “kiosk-digital” trend is here, but if there’s another location with in-person representatives, I’ll choose that. The lack of a real person and DIY approach should equate to a DIY price. We don’t want to be fully on our own when navigating the stress of a move, especially with so many variables.
MICHAEL SIt wasn't exactly clear where to pick up or drop off so maybe a message like "go to the back in the dirt lot behind the storage buildings" since you are doing everything via app. Also, the app was kind of slow when I was messaging to pick up the truck.
Anthony CService was outstanding! Bill made the entire process quick and easy. He couldn't have been more helpful or professional. Best UHAUL experience ever!
SCOTT SBad service, complicated to get the truck and return the truck, also I put a dolly in my reservation and they didn’t put it in the back of the truck I back to ask for that and no body attends me
Oscar LNever online
JANET GPicking up was unnecessarily complex. Every time the door is opened, it begins calling a virtual agent when I did not need a virtual agent. Knowing I needed the app before arriving would have ben greatly helpful.
Pryce HVehicles were parked way in the back with no directions given upon check-in as to where to find them. Gate code was not given; I had to call to get out.
David HThe Mobil check out was a pain. I got charged 15 dollars for U-Haul insurance the I declined when booking
Talia EIf you are going to ask people to fill out everything before they get there, then they shouldn't have to redo it when they arrive. You certainly shouldn't tell them that "sometimes the app does that." They shouldn't have to read a short novella of rental terms when picking up the equipment. Extensive legalese should have been provided prior to arrival. I would have appreciated a little more information that I would be doing all the work for the rental agreement and no personnel would be at the rental location. There was very little information given about the location of my vehicle other than on the South part of the lot. I did not rent a vehicle to go on a search party.
James WIt was a remote location, had problems picking up truck, should have been told we were not dealing with a person. Virtual assistance told us to download app then disconnected. Staff at storage facility happened to show up and help. They were very helpful. This was our worst experience with U-Haul rental. When renting truck need to deal with personnel not phone.
THOMAS AIts definitely the app that gets my highest praise. So user friendly and quick. But also facikity was clean and the employees were very friendly. Thanks guys!
CORY KRenting a truck with the phone is not easy. Not intuitive and the directions were difficult to follow
Christopher CVerifying customers using the system you use didn’t work. We had to call someone since it kept giving errors with a license photo. We got there 5min prior to reservation time and it took 42minutes for us to get the key and leave. Rep on phone We got the passcode for the lock to open to get the truck key - it wasn’t correct. It said LSSF or something like that - there is no S in the second line of the lock so we just had to try different combos til it worked - it was LLSF truly. Person on the phone just kept repeating the wrong code. When returning the truck, the app said it couldn’t find my location even after it said “verified” so we had to use the truck barcode - good thing we were early returning it. Truck was NOT swept out when we picked it up. Also, there was blue windshield tape still on the windows (appears recently replaced).
Melissa GIn over 20 years of using U-Haul I have never had an experience like this, this storage site was one of the poorest run sites I’ve ever seen. For one they have no live people so you can only talk to a screen. Then when there are issues, nobody on the screen, knows what to tell you. For example, after the person on the screen tells you to pick up the key from a black box, They cannot tell you where to find that box. Then we could not find the U-Haul trucks at all, and again a person on the screen could not give me any direction on how to even get to the track themselves. You had to use a gate code and go to the back end of the storage lot, however, if you’re not going to have life support, then the people coming on the screens have to be able to know that and tell you how to get in. Then the key did not work in the U-Haul truck. So I had to come back to the front desk again talk to another screen. This time, the Individual on the screen was one of the most unprofessional people I have met and tauntingly asked me if I had tried turning the key, and then told me that it was impossible that the key was not working, and I must not know how to use a key. At this point, I had been at the facility for 50 minutes, trying to pick up this truck, again no help insight, other than people on the screen, and they had made me walk back-and-forth across the lot for separate times. Then I asked if I could use one of the other U-Haul trucks that was there and they stated that all of those were going to be picked up momentarily and there was no other truck. This individual on the screen then told me that my only option was to call roadside assistance from U-Haul to “show me how to use a key “. Fortunately, when I called U-Haul, I had a very different experience and both individuals from U-Haul directly were actually quite delightful, problems solved, and were able to get me in one of the other trucks on the lot, because unlike the individual from the storage facility told me, there were multiple available trucks. Honestly, it was very frustrating to not have a live person, and I feel that the storage facility needs to make that very clear so people can make an informed decision that if they choose to rent from here, they will not have live support. Second of all, if the storage facility is going to contract with U-Haul, even with only virtual help, then they have to have the ability to give basic directions like here is where to walk to find the trucks. And third, even all issues aside this was one of the most unprofessional group of individuals I’ve ever spoken to in pretty much any interaction. I would definitely not recommend this site For storage or U-Haul, and would think incredibly carefully before picking up a U-Haul truck here, especially since there are always so many other location options to choose from .
Kimberly NFb
BARZIN GThankful for the phone call ahead of time to let me know that they were closed at pick up. Very helpful!
Jane FIt took me an hour just to go through the pick up process through the app. It took about 15 minutes to find the key which wasn’t on the U-Haul as is stated on the app, it was actually located on the outside of the office in a lock box. The app itself was horrible trying to get from one question to the next and the drop off was also just as difficult. The app requires that you take pictures of the U-Haul but the app wouldn’t allow for me to capture these pictures. I had to restart over multiple times. All of this was happening while it was raining so I was soaking wet. Customer service was not helpful at all. I’ve used U-Haul many times even with no contact pick up and it always went smooth until today. Also, if you need to speak with someone in the office which is a storage business you won’t because everything is digital and inside you will speaking to a person on a huge tv screen that just appeared out of no where. I had to ask her if she was a real person haha!
Monica MOnline check in was complicated, slow, and ultimately failed. Got excellent help from Ms Jensen on site to check me in and out. But it was only by luck she was there on a Sunday. I will look to a different company next time to see how they do.
Bradley RThe online check-in process was so long. This location has no parking and the trucks are behind a coded gate, making drop-off and pickup even longer.
Katelin DThe process of returning the truck should be outlined beforehand, the process of getting the truck should be easy and not require hopping fences and waiting for locals to open gates
David WI think the virtual assistance at the location doesn't help the visit, and the tire sensor being out on the vehicle was worrisome. Especially when the customer is liable for issues most of the time, but you receive the vehicle with issues. The staff themselves over the virtual welcome were nice and helpful though
Taylor AMake instructions more clear. It was hard to know what I needed to do and I’m a young person who understands technology. If I didn’t have a smart phone renting would have been impossible.
Ehren WOverall, everything was ok. The truck worked. The moving blankets I ordered were not in the truck, but I could pick them up in the office. My 3 star rating is a reflection of 2 things. 1) The truck was “full” upon pickup, however I drove 22 miles and put in 10 gallons of gas. Hopefully, the truck got more than 2 MPG. 2) I specifically requested to check-in with the front desk. Apparently, the front desk is a video screen of tele-workers that told me to use the U-Haul App to check-in. This was annoying, especially since the app did not have the options to checkin, since the “front desk” was checking me in. I talked to 4 different tele-workers and 45min later, before getting my truck. I would rent again, but next time I will do the app checkin.
Stephen SPicking up and dropping off the truck was extremely difficult without a physical person at the location.
Tyler BIt was a terrible experience. Especially because I have never done this before and the agents on the screen in the store just assume people know how to do this kinda stuff. I was told to go find a black box to retrieve the car keys. I walked literally all over the parking lot and could not find these black boxes. Eventually I found they were right outside of the door. Obviously would have been helpful if that information was given to me. I wasted lots of time just doing that part. Also, the app never worked for when I was picking up the truck and when I was dropping off the truck. The app kept telling me I was in the wrong location which I wasn't. When I returned the truck the agent told me I needed to call uhaul since the app wasn't working for me. Waited 10 minutes for someone to answer. The guy was extremely rude and told me I would get charged if I don't use the app returning the truck. And I tried to explain to him the app wasn't working and I begged him to help. I spent another 15 minutes on the phone with him while he asked me some questions. No idea what took him so long to ask me what the mileage and gas was. Terrible terrible first experience and definitely never doing this again. I sure hope I wasn't charged for not using the app. But I know all anyone cares about is getting their money and customer service is an absolute joke now a days. But hoping me saying this will make your process better and have better people work for you in the future.
Jessica WI had called to verify locations because I had gotten 2 emails - one that said this address and another that listed a different address. Called again to verify because of the different addressed but was reassured it was at the original address. Only to find out minutes before we were to pick it up at the original location that it got changed. I was directed to go one location and then at the last minute it got changed. I did not receive an email 3 or 2 days prior. What I received was a confirmation for one plane the day before and then a couple hours later another confirmation for another place. I called mark to confirm which location - he told me one place and when we got there found out it was at a different location. So had to drive back to where we came from. Very disappointed. Then when we finally reached the right destination, had to interact with a virtual person. NOT ACCEPTABLE. Many, many problems!! Would not recommend uhaul to anyone anymore. I have rented many times and never had this many problems. not a great experience! Would be great if you would compensate for this ordeal. Next time I would go with Penske or Budget!!
Connie HMy truck was located inside the secured and gated area of the facility. There was no mention during the mobile pick up of how to get inside the gated area. After a lengthy text chat conversation a Uhaul agent, I was finally able to get an access code to get inside the gated area to my truck. Once at my truck, I had no idea how to get to the back cargo area of the truck to get the key. After calling for assistance (and approximately 15 minutes of waiting), an agent was able to get my the code to the padlock to get my key. Once I got my key, I was unable to complete the check in process of my rental, and it only allowed me to return the truck. I spent another 15 minutes waiting to speak to an agent to confirm the mileage and gas level of the truck. Overall this was a terrible experience, as getting my truck took about 2 hours to complete.
TYLER KBrittany in UHaul Customer Service was extremely helpful! Thanks!
Denise BI had the pleasure of working with Linda. There was a large line and she stepped on to help. She was very pleasant and efficient at her job. Linda made a stressful day a lot brighter. The personal service was unmatched.
Tamara SEverything is good, the service was great and kind .
Ramiro TTruck was not at the location that I reserved it at. I was sent to another location which cost me 10 more miles. Time and money are short and I didn’t appreciate U-Haul wasting both of those for me.
Eric HSince this was not a u-haul branded location, they did not have the accessories available to rent. We originally reserved a trailer but then discovered we had left our hitch out of town but were unable to get another one at this location. Fortunately, we were able to switch to get a small truck.
JEREMY KNo problems. Everything was on time and as advertised. Very polite service.
Kris SMidgard Self Storage was outstanding for the trailer rental. They assisted with setting up trailer to hitch and when I returned where there again to assist with unhitching! Great experience, friendly and helpful!
Andrew PNicest and most friendly and helpful people anyone could ask for. Super great job.!!.
Mark FWonderful customer service.
Frederick GMake checking in the truck easier and more streamlined
Jesse H