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

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.

Rating:

5.0

Stacy was amazing yet again! She helped me get my truck because the U-Haul app never works for me on-site at Midgard. Stacy didn’t hesitate to jump in and save the day, unlike the brunette virtual agent who brushed me off a few rentals ago and practically pushed me out the door without giving me proper instructions. Stacey works on-site and she’s got a fund of knowledge about the business and represents it really well. Even my daughter, who was with me, said “Wow, she’s great!!!” Stacy is definitely an asset to Midgard and U-Haul, I hope you guys are treating her well and valuing her work.

Rating:

4.0

Very old trucks.

Rating:

5.0

Local Manager was OUTSTANDING HELP. On-L

Rating:

4.0

It would be better if a live human was there.

Rating:

4.0

Stacy was efficient and really helpful with pickup and drop off.

Rating:

1.0

They damage the furniture. They went for lunch and came back an hour later. They also demanded payment for lunch breaks. You should also check the time when you start working. We started 1 hour late because one of the group hadn't arrived, but they still asked us to pay for that time. I don't recommend this company.

Rating:

5.0

Check in/out process was easy. Rep at the location was kind. Equipment was clean and well maintained. No issues at all, very simple process.

Rating:

5.0

Your app sucks I had to delete it and use the website

Rating:

5.0

Sandra was amazing and very knowledgeable!!! Thanks Sandra for making my experience pleasant.

Rating:

5.0

Sandra was super polite and helpful at this location. She made the entire experience painless and stress free.

Rating:

2.0

The online app did not work. And there was no one in the facility to help. So we had to rely on the person via zoom.

Rating:

3.0

Was set up for cell phone pick up. System never worked. Had to go inside and it was only virtual. After we got our truck it did not have the blankets we requested and paid for. Ask for refund through the app and they refunded a smaller amount than our receipt showed we paid. Still don’t know if it was done right. Whenreturnibg they did not know we never got our blankets and wanted to charge us again for not bringing them back. What a messed up retail experience from top to bottom.

Rating:

5.0

Manager was extremely knowledgeable and helpful

Rating:

5.0

Stacey at the industrial boulevard location in Atlanta was really a great help. The employees who were on the live screen also very patient and helpful.

Rating:

5.0

N/A

Rating:

1.0

The virtual rental process was not effective. Due to the App issues (internet access was good), it took over 30 minutes to complete the rental process. All promo indicates a smooth, seamless process. On the return of the vehicle, it took over 15 minutes to complete the process due to App issues. While the vehicle was exactly what I needed, the lack of customer service and App experience was not acceptable. When I require UHaul equipment in the future, I will seek a person staffed location not virtual only.

Rating:

3.0

Had to get another truck cause the window visor was broken. The new uhaul they gave me, same thing. Broken window visors, dirty inside and out. The drop off was very confusing, the management told me one way to drop off and the app gave me a different way. Tried to reach out to get help, was so confused and lost, not a great experience.

Rating:

1.0

This was a horrible experience. I went to pick up my truck at 10am on Saturday morning. The prior renter didn't bring it back. I was able to speak with a representative and she was able to locate me a 26 at a different location. I called an hour before i was going to pick it up and the truck was getting roadside assistance and wasn't going to be there at 1pm. Another representative was able to find me a 20 foot truck. I was able to go get that truck and use it. This costs me time and extra money for my movers. It also cost me more miles due to the location. I was supposed to get 50 dollars off and a 29/day rental fee. Neither of these happened. Please have someone reach back out to me so we can work this out. Very dissappointed

Rating:

3.0

I think the location was actually nice. However, the nationwide POS system was out so my credit card information could not be approved. This created a ton of problems and it took me about an hour to get checked out. Because of the Virtual Agent approach being used this was even more complicated because some things needed to be done physically or required local knowledge (wrong truck dispatched and did not match keys in box). Also, the usability of the app is not great. I think it has been improved recently but still clunky and hard to use.

Rating:

5.0

Nice service

Rating:

2.0

There was pre-existing damage to the Mom's kitchen area, the tank was half-full, the experience of checking in was terrible, and the experience upon returning the truck was also terrible. I've used Uhaul many many times over the years, and have 2 upcoming reservations, and this was the worst experience I've ever had with the brand.

Rating:

5.0

Everything was great except the total automation. Also..AFTER you accepted my govt. issued I.d. and my picture you STILL needed two contacts. That's bullshit and a waste of time. Not to mention. The automated return process. I will NOT be renting from u-haul again.

Rating:

2.0

There was not an actual person present to be of assistance. Aside from the truck, literally none of the other equipment or products I rented were there.

Rating:

2.0

The truck was fine, but we had a pick up prior to the storage facility opening. The app was not easy to use and the directions were unclear causing delays with the movers we had hired. Additionally, the delay was even longer as the equipment that I rented was not on the truck and I had to go to an alternate location and make a new rental purchase. Luckily they had the equipment. I can't say it was an overall easy experience - it was actually full of stress and frustration.

Rating:

1.0

Hated the online check in. It took 45 minutes and finally had to be resolved by calling a customer service rep. Don't care for the virtual checkin and the virtual checkout. Had problems as well checking the equipment in. I have a degree in computer science and 30 years experience in IT so I feel qualified to say your app needs a lot of work before I would turn it loose on my customers. I won't be back to Midguard for my U-haul needs.