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

Rating:

1.0

Truck was not available when I arrived despite booking multiple days in advance. Person I finally got on the phone to help me with a new truck after an hour said she would give a day free given the hassle but it was not taken off the bill.

Rating:

4.0

I like the virtual employee

Rating:

4.0

I wish there was a set drop off location for the dolly and pads. It felt weird putting them in a corner

Rating:

5.0

Excellent customer service

Rating:

5.0

Transmission is slipping.

Rating:

5.0

Thank you

Rating:

5.0

Nothing everything was wonderful great customer service

Rating:

1.0

Worst location ever. Not sure who think it’s a good idea to have virtual process throughout, and effectively shift the entire burden of check in and out on me as the customer. First and certainly last time to use this location.

Rating:

3.0

My son dropped off at a storage facility instead of a U-Haul store. The U-Haul battery died twice and we had to jump truck. We notified both locations of this inconvenience. Both said to contact the other. Neither really worried about the inconveinance it caused. We didn’t want the next renter to experience the same issue.

Rating:

5.0

The truck that was promised was not available as a matter of fact, no trucks were available and I wasn’t even offered my $50 as promised on the app

Rating:

5.0

This Uhaul location is the best in Atlanta! Before the CS agent was in person and she/he was always very kind and lovely to converse with. Now the virtual aspect has taken that away but the ease and quickness of the service has made the experience top tier. I will always recommend this location to friends and family. Thank you so much!

Rating:

1.0

This is the second time in a row I did not get moving pads with my move. The cabin of the truck was also very gross - I didn't want to touch anything while driving. Please refund me for the moving pads.

Rating:

1.0

It is extremely fraudulent to charge for fuel when a vehicle was brought back with a full tank. They charged me over a 100 dollars which is fraud! I appreciate the virtual assistant rectifying the situation. But whoever is onsite responsible for checking the vehicles back in is literally attempting to steal from customers. I have half a mind to report this to the FTC.

Rating:

5.0

Just let them know that the door will be unlocked at 9 am remotely. I freaked out when no one was there at 9 as I had movers scheduled.

Rating:

1.0

Make sure the truck has been serviced and no check engine lights are on. Also, if a customer orders a dolly or blankets, they should be included in the vehicle. I had to drive to another location to pick up the items needed costing me time and additional mileage.

Rating:

4.0

My rental van was ready and waiting when I arrived to pick up my rental. The virtual check-in rental process was quick and efficient. Great communication about pick up at start of rental and drop off at end of rental period.

Rating:

3.0

Have a real person at location , it is very difficult to turn in truck without a human their

Rating:

5.0

Didn’t have pads and Colley I requested.

Rating:

2.0

First, the rental was supposed to be available at 8a, but the store did not open until 9a. My rental had been moved from another location because the truck I needed wasn't available where I originally rented from. The change was texted to me but clearly indicated I could pick up the rental at 8a. When store did not open until 9, i was very frustrated with having to wait an hour and having to reschedule a person I was paying to help with the move. Also, I had reserved 24 pads. Only 6 were available. I took those 6 and the attendant was supposed to update my bill. That didn't happen so i was charged for 18 missing pads on the return which I have struggled to get resolved.

Rating:

1.0

I was double charged

Rating:

5.0

The drop off was fine. The truck quality was terrible.

Rating:

1.0

Cause they tryed to lock me up and say I stole a U-Haul because I didn’t return it in time

Rating:

5.0

Giving customers the heads up on the return process.

Rating:

5.0

10/10 no notes. Let me know if you’re not rooting for U-Haul/Midgard Storage so I can bleeping fight you.

Rating:

1.0

I booked a reservation for 8am. I was rerouted to another Uhaul from what I originally booked. I arrived at the Uhaul at 8am and I see that the sign says that the new location opens at 9am. I try and use the Uhaul app, but it is setup for in-store check out. I am then delayed until 845 or so until I got the mobile checkout resolved. This was not a pleasant experience with me expecting to have the Uhaul available for checkout at 8am.

Rating:

5.0

Have adequate pre ordered supplies ready. We ordered 12 moving blankets, but only 6 were available.

Rating:

5.0

Improve the app. It took almost a hour to log in because it kept freezing. When it was time to bring back the truck it took another 45 minutes to check out and I’m not sure if all of the pictures uploaded.

Rating:

4.0

Give return instructions ahead of time. Returns are not the same everywhere so I ended up doing a lot of walking back and forth.

Rating:

2.0

Let's get the good news out of the way: The truck ran great and was pretty clean, but that's about all that I can say that's positive about renting a U-Haul truck from Midguard. The rest of the experience was pretty much sub-par from there. My initial online reservation was canceled the day before, but a U-Haul phone assistant changed me over to another truck at the same price point. Fine. As long as I had one, no problem. When I got there to pick it up, the app didn't pull up my reservation and I had to use the virtual assistant to complete the checkout process. I was given a "deal" on my rental because the truck needed gas, so I agreed to put $20 in the tank to get it to a 1/4 tank making my rental fee $5. Do the math, that's not really a deal on a truck that cost $19 that I would have had to dump $5 in gas into anyway. So thanks for nothing there. BTW, the gas gauge read BELOW empty when I drove it off the lot and I was running on fumes to the gas station up the block. Good thing it was close! Ditch the app as the sole method of truck rental. It didn't work properly, it's ponderous to use, it's slow, and returning the truck takes far too long because of all of the required photos the app makes you take! It took me 8 tries to get a photo of the truck's mileage! Why? Because the Mileage Display on the truck's dash was at a different refresh rate than my phone camera, and not all of the mileage numbers would appear in the photo when I snapped it! Funny, had an attendant been on the premises, that mileage check would have taken less than a second, and a visual inspection of the rest of the vehicle only a minute or two. Also, the use of a virtual assistant in the office sucks! Nothing against the people working as the virtual assistant, they were all awesome. However, it cannot compare with actually having a REAL person on the premises! I spoke with two other customers there and both couldn't stand the app or virtual assistant. Put someone there behind the desk! This setup with the app and virtual assistant reeks of cost-cutting and flat-out laziness on the part of Midguard's owners and it makes the overall experience of renting a truck absolutely miserable and frustrating! I will rent from there again only if I have no other options!

Rating:

4.0

There should be instructions how to drop off at this location.

Rating:

5.0

Staff was very helpful but the application need many updates kept crashing

Rating:

3.0

U-haul got lucky that a friendly staff member at this location happen to walk by and offer to check the truck back in just as we were bout to start the online drop off service. I was very annoyed to find out that I was going to have to download an app and go through 10-15 minutes of navigating online hoops to drop this truck off after an exhausting move. I saw nothing in the paperwork that said the drop off location would not be expected to have any personnel to assist us and we would be required to basically do all of the work of the drop off myself. We were fortunate to have lucky timing, but I would not use the online (non staffed) option if I could help it.

Rating:

3.0

Pick up location digital check out was very confusing. The system could be much easier to check out

Rating:

1.0

Zero signage or direction upon arrival. Your app needs SERIOUS work. Horrible customer interface.

Rating:

1.0

The App was atrocious. It was slow, would drop altogether.

Rating:

4.0

can keep some written instructions on how to get the keys. it will help those who have difficulty following the instructions heard over the call with virtual manager.

Rating:

1.0

Having an actual person on site would be helpful and greatly increase the time to pickup and drop off a reservation. I had to add time on to my reservation because the pick up process took so long while trying to do it over the app and going back and forth with customer service

Rating:

2.0

The app wouldn't work and we were on hold for OVER an hour trying to get access to our truck. After waiting an hour, the solution was so simple, but no one knew how to do that. The U-haul team obviously does not know their own systems. THEN the appliance dolly was not in the. We were told that we could go to another U-haul location and show them our receipt and we could get another dolly. This was not true. We went to another location and had to pay for ANOTHER dolly that was not a one-way option which meant I had to drive it 50 minutes back and forth this morning after moving. Not at all good. Then trying to return the truck, the app crashed and our reservation no longer showed on your profile which meant another 20-30 minutes on hold.

Rating:

5.0

I don’t have much experience renting U-Haul’s, and this location made it easy. Would rate them an A+ for sure!

Rating:

4.0

Initially there was just some electronic thing to check us in that didn’t work. Eventually the woman returned from helping someone else in a different part of the building and smoothed everything out.

Rating:

1.0

Vehicle was not assigned, wasted 1 hour. I feel I was over charged. Fuel was very low, I was not told what to do when fuel is low. I tried calling customer care but no guidance. Overall I ll try alternative next time.

Rating:

4.0

the virtual assistant thing was bullshit, very frustrating experience. spent 45 minutes in there going back and forth trying to get approved, had to bother 4 people during the work day for them to get called to approve me since my license is out of state, app timed out while waiting for the first approval & had to restart, and finally got out of there almost a full hour after pulling up. (appt for 11:30, left at 12:25) the property manager finally came out when i couldn’t get the key out of the lock, but other than that I stood alone in the store talking to a giant screen and texting the agent on my phone. terrible.

Rating:

3.0

Make sure customers know they have to rent their own U-Haul truck/van if they are hiring movers through U-Haul. There needs to be clearer communication.

Rating:

1.0

The equipment was not available at the time I reserved. I spent over 2hrs waiting for staff to locate the keys to my rental. I have to leave and come back to get the keys from staff who was not on premises. Virtual assistant was helpful and tried every option to get my keys. I returned the rental and put keys in lockbox. The next day I received 2 calls from U-Haul asking if I returned the rental. I advised that I did and then later was informed the truck was stolen. This was the worse experience ever with U-Haul rental and I’ve always used them as a loyal customer since 2015.

Rating:

1.0

I rented a truck with mobile check-in and drove it to my moving location. After arrival, I noticed the back gate was locked with a combination lock and I could not get it open as there was no key to the lock and I was not given a combination. I contacted U-Haul, and was told to contact the local dealer. The local dealer was not available and no one could be reached, as no one was working. The operating hours are 9am-6pm for the local store, but it was clear no one was working or was available to assist. It’s unacceptable to have operating hours listed, but have no one working there or even available to call. I had to scramble to find a new truck in order to complete my move and I was not able to use the U-Haul truck at all. I will never use this location again.

Rating:

1.0

your virtual crap is horrible~~~~

Rating:

3.0

Very challenging to rent a uhaul vehicle on line in absence of in person. On line help by Nita was super helpful. However, there should be an easier way to check in on line via email and attach license accordingly...painful experience. Also, interesting items that appear to be taxed ie, gasoline, mileage, and separate charge for using credit card...how else should we pay?

Rating:

5.0

I live this location. Just don't like the virtual contact check in.

Rating:

2.0

None of the equipment was in the truck at pick up. Customer service was unhelpful. The app kicked me out several times during check-in and check out, and it took much much longer to check in and out than it would have with in person services.

Rating:

5.0

The app didn’t let me check in and get my truck. A great and helpful employee happened to be there early, though, and assisted me. Otherwise I would have been in trouble.

Rating:

2.0

I have used UHaul to rent in the past. This was the worst experience I have ever had and it's making me have second thoughts about using UHaul in the future. I did not like the Virtual check-in and check-out experience. This experience made me feel as if UHaul is trying to cutout using real people and putting the burden for check-in and check-out all on the customer. I had to do everything myself and no one was available to answer any questions I had. Also, this location is in the back of a property and I didn't feel safe. The pickup and dropoff are not in plain view of the street. Needless to say I if the virtual experience is what UHaul is using in the future I will be using your competition.

Rating:

4.0

In person assistance would be helpful as sometimes the automated system has glitches and getting a hold of customer service is a task.

Rating:

3.0

The car reeked of cigarette smell, being a non smoker and extremely sensitive, i automatically started breaking in hives and got congested. Simply turning the car over and ready for the next person without a deep cleaning is not good. It’s important to keep in mind the sensitive people as well. The location was fine.

Rating:

5.0

This location was a virtual drop-off location, but the app is super easy to use and helpful. I had an issue with mileage due calculation, but I called Customer Support and since I had pictures of beginning and ending (see above) I was able to have the excess mileage fees removed. U-Haul worked out great for us!

Rating:

2.0

Need real people on hand

Rating:

2.0

Viral Not what I expected. Someone came on the screen and said "I'll be right back" and never came back. I prefer a real person.

Rating:

5.0

The check engine light was "on" when I picked up the truck, but the vehicle had no complications what so ever....

Rating:

5.0

The virtual assistant was the star. The location was clean (smelled amazing) and the drop-off process seamless, although I do not like the directive to download the Uhaul app in order to drop off the equipment. That part is unreasonable considering other options being available. However, the experience was efficient and pleasant overall.

Rating:

5.0

drop off was smooth and efficient

Rating:

2.0

The pickup truck I reserved was not there when I arrived. I had to use a van which made what I was doing twice as hard.

Rating:

4.0

The 24/7 process is very time consuming. It took an entire hour for the verification process to be completed. A chat rep closed our process because a photo was not clear. The 2nd rep was very helpful and reopened the case to complete the verification and extended the rental by an hour. If I didn’t need the vehicle at 7:30 am, I would not have reserved for that time. After running an hour late for the moving process, we discovered that the truck had less than a quarter tank of gas and didn’t have any of the dollies that were rented. The facility didn’t open until 9am and it was a virtual store. The virtual rep was helpful and allowed me to get the equipment. By this time the movers had arrived and didn’t have any dollies for the first 30 minutes. The return process was better because an in person rep was available. We were provided a discount for the equipment rental because it was an honest mistake to not have it in the vehicle. I only recommend this location if rental is during business hours. It’s a nice store.

Rating:

2.0

Not having a human behind a counter made getting the keys to the truck extremely frustrating. The app wasn’t working properly, the steps didn’t make any sense, and it took forever. People are being paid to work remote and awkwardly welcome you when you walk in but ultimately aren’t able to help that much. I will only be using U-Haul locations that have a human physically working behind a counter because that has been way easier of a process compared to the disaster of an experience I had yesterday.