Customer Reviews for Midgard Self Storage Sugar Hill
(U-Haul Neighborhood Dealer)

Rating:

4.0

The equipment was clean but it did have a check engine light on and low tire pressure light on during the entire rental.

Rating:

5.0

The location manager was friendly and professional. Took care of my needs

Rating:

1.0

I am writing to formally share my recent experience at the Midgard Self Storage U-Haul rental location (130 Peachtree Industrial Boulevard, Sugar Hill, GA). While I greatly appreciated the kindness and effort of the virtual assistant who attempted to help me, the overall handling of my situation left me very dissatisfied. Upon arrival, I was unable to access the van I had reserved because another customer had parked in a way that completely blocked it. While I understand unforeseen situations happen, the only option I was presented with was to drive to the Cumming location—an additional 15 minutes away and 20 miles round trip. This would not only have added unnecessary mileage and costs to my reservation, but also created timing challenges given the distance from my home. After some effort, I ultimately figured out a way to carefully maneuver the reserved vehicle to access the van. I had to request for the gate to the storage to be opened, backed the van in and drove it around to the other side. This wasn't even presented as an option. In addition, my reservation was immediately canceled. However, once I managed to resolve the problem on my own, the $50 inconvenience credit that had been offered was removed. This was disappointing, as I was still put in a major inconvenience, left to solve the issue myself, and received no tangible acknowledgment of the disruption. It’s also worth noting that U-Haul’s own guidelines clearly state that vehicles must be parked in a way that does not inconvenience another customer, and violations can result in fines. Yet in this case, I, the paying customer, was the one who bore the inconvenience, without adequate support or resolution. This experience left me feeling undervalued as a customer. I believe a fair resolution would be reinstating the $50 credit at a minimum, along with a review of procedures to ensure customers are not left to figure out solutions themselves when situations like this occur. I truly hope this feedback is taken seriously, as I trust U-Haul and Midgard Self Storage to provide reliable service and customer care. Thank you for your time and attention. Sincerely, Patricia Robinson

Rating:

5.0

Miss Stacy was very helpful, knowledgeable, and friendly and we experienced excellent customer care from her! The truck was easy to drive and worked well.

Rating:

5.0

Very clean

Rating:

5.0

Process was efficient.

Rating:

5.0

Thebrightmirror of the trick was loose and caused some issues. But, then pickup experience was amazing. STACY AT THE STORE HELPED UA IN THE BEST WAY. SHE HAS BEEN THE best support staff i have worked with

Rating:

2.0

When the reservation specifically states you want to check in at a counter, there should be a person there, not a person over a zoom call. There was no notification it wasn’t a live person. The truck had trash in it, the handle to open and close the back door took A LOT of effort to open and shut due to all the rust. The furniture pads I bought were wet when they were placed into the plastic bag so they smelled like mildew and were wet when we needed to use them. Luckily some of them were dry so we could use them. I didnt want the furniture or mattress to smell like mildew.

Rating:

5.0

Great service at this location. Truck was a bit banged up, but engine ran well.

Rating:

3.0

No blankets, even though I reserved them.

Rating:

3.0

Expensive for self-service.

Rating:

5.0

Stacy was professional worker. She helped me to pick up the truck. She was there even way before opening business hour. Very nice and awesome. Highly recommend.

Rating:

2.0

There was no location manager or employee to direct us to the truck , The truck was worn out , drivers seat padding was gone. The truck drove horribly was worn out , The brakes were soft and didn’t feel safe ,,,

Rating:

5.0

Great service

Rating:

4.0

na

Rating:

5.0

Stacy was awesome. So kind and caring. She works really hard.

Rating:

5.0

Everything went so smooth and fast .

Rating:

4.0

The gasoline level showed full at the time I started the engine, but it was not full. When I started driving, I noticed that the gauges shifted from full to the middle of 3/4 and full. Since I was rushing and didn't have enough time to make a U-turn, I ended up filling the tank with 3 gallons after service.

Rating:

3.0

This was a mobile check-in & out process, no personal interaction with location staff, it worked as expected.

Rating:

2.0

Tried 2 trucks, both had service engine lights on and 1 was missing fuel cap.

Rating:

5.0

Truck was clean but no gas cap and check engine light was on

Rating:

5.0

Team member Stacey was welcoming and extremely helpful with the check in process. Her customer service was high level.

Rating:

3.0

The truck was dirty, appeared to have not been swept out in a while, the storage had no one working there, had to interact with a woman on a video screen who seemed a bit confused over the process of renting a truck,,,

Rating:

5.0

Absolutely incredible. They were very helpful and kind.

Rating:

5.0

U-haul went smooth, the store manager was very friendly and helpful, thank you again

Rating:

1.0

Fixed the AC in the truck

Rating:

5.0

Stacy was amazing and the overall experience was great!

Rating:

4.0

Nice, clean facility. Easy to find and pickup instructions were clear.

Rating:

5.0

Easy and quick service

Rating:

5.0

I had ordered a dolly and it didn't come so it kinda affected my move. Otherwise everything was good. Please take a look at the truck brakes as I felt a little bit of less braking

Rating:

3.0

all good, but the rep added the safemove coverage, and when I made the reservation, I deliberately DIDN'T add it, I never do, you can see all my past reservations......

Rating:

5.0

Midgaard is fantastic I have used them for years. But using the UHaul app is awful. UHaul needs to fix that thing.

Rating:

5.0

maintan cars more, it run well, but could be a bit better, safety belt light and warning "bong" came up every so often, etc. ALSO, i was totally baffled with return process. i confess that i did not study videos etc., so the fault was mine, but the return turned a farce. i locked car, etc., and dropped key to drop box, then after fumbling, i gave up. went home, opened web site (piece of cake), and then get going, the first message was that i needed to be at location, i drove back there and the first screen said "take picture of odometer". of course car was locked and key in drop box,... no picture, no e-return... all my fault, app would have been great. Next time, i need to take my 8 years old grand son with me and let him rent, all would have been 100% All and all, very successful trip and wonderful story to tell ... i will be back and i know all...

Rating:

5.0

The lady who assisted me when I made the reservation in person was very friendly and professional. Stacey was awesome when I returned the van. She assisted me in parking it at the curb. I would give her a 10 plus and a raise. Thank you.

Rating:

4.0

The equipment was in good working condition and I was pleased. The virtual assistant was cool too. The process was a bit challenging to follow using the U-Haul app with gate code and combination lock. Eventually figured it out but took longer than expected.

Rating:

1.0

That truck should not be used anymore. It's slow to turnover when starting. I drove it for 60 miles and I had to pay $30 to refill it.

Rating:

5.0

Overall very good service.

Rating:

2.0

The virtual check-in process is an absolute no go for me. There should be someone on site when picking up and or dropping off a vehicle.

Rating:

5.0

Everything was awesome! Thanks!

Rating:

2.0

U-Haul app had return instructions to do one thing. Laminated instructions in the vehicle said the opposite. Both said failure to comply would result in fines. I wasted a half hour trying to figure out what to do.

Rating:

5.0

Stacey was such a great help! We couldn’t figure out the 24-7 app thing and she willingly came out and helped us get the truck checked out!

Rating:

5.0

the return instructions could be better. I waited for the vitual manager and after struggling with the app they said just to put the key in the return box.

Rating:

5.0

Great service easy check in and check out .

Rating:

5.0

Stacy, the property manager, was extremely helpful and kind! She went over and beyond to make the experience easy and quick. I will only use this location for rentals!

Rating:

5.0

Easy in and easy out , very satisfied.

Rating:

5.0

Make the process less cumbersome especially the return process

Rating:

5.0

Awesome experience.

Rating:

3.0

Truck was extremely dirty & ruined my bed room furniture

Rating:

3.0

Truck was very dirty inside and the windows were disgusting.

Rating:

5.0

Travis was very helpful and engaging. I really appreciated the care and quality of service. I will certainly come back and recommend this location to others.

Rating:

5.0

It was painless and inexpensive. Very efficient.

Rating:

5.0

Great experience. I did have to clean off all the snow on the windshield and hood.

Rating:

5.0

Stacey was exceptional, she smiled since the moment I said good morning, and even remember my name because I was ar the store the day before and I love those 2 things and value the most, the whole process was fast and clear

Rating:

4.0

Friendly staff, awesome customer service, Stacy was awesome

Rating:

5.0

The lady, whose name I cannot recall, that checked me in and when I returned the truck was extremely nice and very helpful. I will continue to rent trucks from this location because of the excellent customer service

Rating:

4.0

Staci was very pleasant and helpful.

Rating:

4.0

The app is horrible. Met 4 other customers and none got it working. Fix it or stop with the app. Everything else was good value for money

Rating:

1.0

This location charged me for the equipment I never got and charged me for an extra day although I returned it the same day during business hours and charged me for gas when I already gassed it back up before returning the truck before returning it. Horrible price gouging!

Rating:

2.0

Second time renting from this location. I have absolutely zero complaint about the company. They were all quite kind. However, renting someone a truck under the stresses of a move with 32 miles until empty in the truck is not acceptable. We had to stop twice for gas which should not need to be done.

Rating:

2.0

I didn't know this was a Virtual location and did not like the experience. I made an on-line reservation and once at the location they assumed I had the U-Haul app. It should not be necessary to download another app to do the same thing I did on-line. The second Virtual Agent helped me through the process, she was very patient and did a good job. To get to the truck you enter a gate code, find the truck, enter another code on a tailgate lock and open the lift to get the truck key. Over-all the truck was clean with the exception of the cargo floor. Something had been spilled and was sticky, so I wet mopped the entire surface with a cleaner. I didn't want furniture and boxes coming into contact with that. The return process was confusing. The email from U-Haul said to lock the truck and put the key in a drop box, which I did. Then the tailgate lock was supposed to go into another lockbox, but that would leave the tailgate unlocked with the rental pads unsecured. So I put the lock back on the tailgate. Next rental I will make sure it's manned by a human! Thank you

Rating:

4.0

The check out was smooth and efficient. The teatime was even better! Stacey was nothing short of AMAZING and extremely helpful.

Rating:

3.0

The lady that assisted us was very nice and helpful. However, the truck was dirty and needed to be washed. I ordered 6 furniture covers and one had holes in it and was not usable. The movers Wright Touch Movers made up for it though. Those two guys were amazing. They did an awesome job. They were patient, very professional, kind, nice and they knew their job well and they did it well. I would definitely use Wright Touch Movers again and recommend them highly.

Rating:

2.0

Ordered the truck online to make sure Incan fed going early in the morning. The place didn't open till 9am took 30 min to process. This was not the store's fault it was the system. What was the point of doing a full on line order when I had to progress all over again at the store

Rating:

5.0

There is nothing at the moment I can think of. My service experience was Great, Excellent, and all that Good Stuff!!

Rating:

5.0

We had an issue with the original assigned location; couldn’t handle 24/7 pickup and were closed on Sunday. The uhaul phone rep was awesome and found the truck at midguard. And the truck worked great; no problems whatsoever. An excellent experience!

Rating:

2.0

The pick up process took thirty minutes, due to an issue in the app. Floors in vehicle were dirty, driver side visor was missing, and vehicle displayed three different warning messages off and on during my entire time with it.

Rating:

4.0

It would be nice to have a device to secure a hand truck to the luggage compartment.