We were originally reserved with another U-haul location about a mile away, but due to the size truck we needed (10’), we got bumped to Move It Storage instead. There are 2 parking spots, one is handicap & the other the property manager was parked in. I parked around back. My reservation was for 10am. I showed up shortly after 10am & the office was locked. I called the Move It Storage phone number and was routed to a call center. Everytime I called this number, I got a different person who wasn’t aware of the situation previous, so there isn’t great documentation when you call. The lady I spoke to offered to get the Storage site property manager on the phone, and was placed on a brief hold. I was then told the property manager was on site & she would be to the office in a minute but she was in a storage unit at the moment. I stood in the hot sun for 30 minutes waiting for “just a minute.” I called the number back, and was told to “wait just a minute” again. I told the call center lady that I had already called, I had already been told to wait a minute, that was 30 minutes ago, and I think I had been more than patient standing in the hot sun waiting. She offered to stay on the phone with me in case it was longer than a minute she could call the property manager back again. I look down the road into the storage yard and see an UTV heading my way & disconnected with the storage yard call center. Kimberly comes and opens the office. She was complaining about the heat & I kindly explained to her that my 65 yr old parents are waiting for this truck, now an hour later, to help move some furniture from the 3rd floor, and we were trying to get it done before the heat of the day. She just kept complaining about the makeup running down her face. I did not care. We had a reservation for 10 (our previous reservation at Oso Creek was for 9am) and the time stamp on my contract for pick up was 10:58am. Now we were certainly moving in the heat of the day instead of being done about lunch time. I let Kimberly know that I parked on the other side of the building, in case anyone came asking & she told me that is at my own risk. I asked where I should park the car & she stated “most people just get dropped off.” Well, ummm, this information would have been good to know previously. We needed a dolly but wasn’t able to have one, Kimberly says the website doesn’t have the ability to let customers know when they book if the site has the equipment they need. My dad got on the phone and found a dolly we could use at Oso Creek, the location of our original reservation. I went over there to grab the dolly. I walked in, was immediately greeted and helped, explained who I was & he wheeled the dolly out to my U-Haul & loaded it for me. He then told me to go ahead & return it to the SPID location because they don’t have a dolly and Oso Creek had several, including this extra one. How nice!! The truck was great, the move was great, despite it being hot & later in the day than we had planned for. I did a quick drop off of some furniture to the goodwill with the truck after unloading at their new residence and got back to the Storage yard about 3:45pm, my truck reservation was until 5pm. The gate to the storage yard opened as soon as I pulled up & I thought GREAT! Kimberly is in the office, saw us coming & hit the gate opener. Nope - couldn’t be that easy with this location! We pull in, grab all our stuff, and head for the pedestrian gate. Locked. We knock on the door, on the windows, hoping to get someone’s attention. Nothing. I called the phone number to Move It Storage call center & was told Kimberly went home for the day. Posted office hours on the door said 10am-6pm on Fridays. I asked the call center what I am supposed to do to get out of the storage yard I was stuck in since both the gates were closed & how was I to check the truck back in. The lady on the phone wasn’t even sure how I was supposed to get out of the storage yard, but she did offer to make a note that at around 4pm I dropped off the U-Haul. How wonderful. Well, two things I was thankful for in this instance - I was not dropped off to the location & this time I had someone else with me. I had to get back into the U-Haul & open the gate, let my passenger out, who grabbed the car on the other side of the building, then do the turnarounds & come back to the storage yard, then I had to open the gate with the U-Haul again to let her into the storage yard, then I got in her car, which then opened the gate again. As luck would have it, I left my phone in the U-Haul, but noticed before she left the gate sensor, so I was able to run back in the gate, get in the U-Haul & grab my phone & get out of the gate. I dropped the U-Haul keys into the slot & noticed that it said there would be a $20 charge for checking the U-Haul back in after hours if the app wasn’t used. I didn’t have the app, and I wasn’t checking the truck in after hours, it was 4pm & the office should have been open until 6pm. I will say that after all of this ordeal, I wasn’t shammed by Kimberly with extra fees, not even the $20 extra for dropping it off after hours (I did have all my receipts & proof just in case). She did the right thing in that regard and she was pleased to now have a dolly on sight from Oso Creek. Every move I’ve ever made I have always been on a time schedule. When you make a reservation for 10am, it is expected to have that appointment at 10am. I will not get a U-Haul from this location again, as the hassle of pick up and drop off, despite all the other things that were good, was far too ridiculous. This location severely lacks on the customer service side of their services, or at least appropriate communication about pick up and drop off. And WHY was I even trapped in the yard. This makes absolutely no sense. This alone receives zero stars and major complaints, and this was only half of my terrible experience renting U-Haul from this location.
LAURA S
Customer Reviews for Move It 5072
(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.
The sales associate was extremely helpful and personable, we had great communication!
Kimberly WThe distance was way too far I had to drive 12 miles just go pick it up and then another 12 months to drop it off I'm on a fixed budget and I will not go that far next time and I saw some other U-Hauls that actually has what I needed but when I called everybody told me they didn't have it was the right answer you
JOHN RExceptional customer service
FRANK CCheck in process was weird - No documented proof of insurance provided when I checked in. Was told it was all done via email. Dont like that. We should have proof of insurance in hand when we drive.
Anthony MCheck in process was weird - No documented proof of insurance provided when I checked in. Was told it was all done via email. Dont like that. We should have proof of insurance in hand when we drive.
Anthony MExceptional customer service
FRANK CThe distance was way too far I had to drive 12 miles just go pick it up and then another 12 months to drop it off I'm on a fixed budget and I will not go that far next time and I saw some other U-Hauls that actually has what I needed but when I called everybody told me they didn't have it was the right answer you
JOHN RThe sales associate was extremely helpful and personable, we had great communication!
Kimberly WThe lady was very nice , she didn’t ask if I wanted to use my own car insurance just charged me for it
EBONY RThe truck I picked up was clean on the inside, but the windshield and grill of the vehicle was filthy. Otherwise, the truck ran fine.
BRIAN Sthis young man was rude and disrespectful. he would not listen to me or even let me talk or express myself. i own a company and if any employee of mine treated a customer this way i would fire them quickly. very disrespect behavior in front of several other customers. i was appalled.
EDWARD GThe 1st location was Bay Arwa landscape Nursery when we open the back it was inundated with roaches. It was disgusting. So.they mad an apt at the location on Yorktown n Roddfield. When we get there at 1 the person at.the counter stated that he could.not.help us because he was.going to lunch and that we had to return an hour later. Although the apt was made for 1pm. When I called the scheduling dept I spoke.to management by the name.of Carrie?? She then.mention that there was nothing she could do. So that we would.just have to go back. When we went back at 4 the same.person there told us that the our rental had been already rented out. UNBELIEVABLE CUSTOMER SERVICE!!! They mad another rest to a Flour Bluff location. Finally we got a rental. Called.the local number to file a complaint of the awful customer service. NEVER AGAIN WILL I EVER RENT A UHAUL AND WOULD NEVER RECOMMEND UHAUL WELL AT LEAST THOSE LOCATIONS.
ERIC RNo room to park. Office was closed when I dropped off so disregard the answer asking if the drop off personnel were helpful AC worked fine until Sunday when I was unloading and dropping the truck off
Steven WHave the equipment available when RESERVED! Don’t charge the next customer for trash remaining from the previous customer. Have some actual customer service instead of looking for ways to milk money from people.
Jason MThe location was convenient. The cab of the U-Haul was disgusting. I relayed that information upon return. I will probably go somewhere else next time.
Travis WI was charged for fuel when I returned the unit with the same amount of fuel. He also charged me for going over my miles by 5. I was actually under the mileage allowed. I feel the man working there was trying to take a little off the top. I DO NOT RECOMMEND this location. Go on into Corpus and deliver your equipment to the U Haul corporate office!
Tim MWell maintained clean and open
Joseph BLocation and customer service was great, but the cab of the truck smelled like urine and feces. I understand these trucks aren’t going to smell like roses, but this truck smelled like a dog was locked in there and wasn’t let out for a very long time.
Kassie SI wasn’t happy that the sales person wouldn’t return the U-Haul lock I bought but it wasn’t really his problem. If the sales lady in PA would have stayed long enough I would have found out how to use the lock.
Diana SNothing
Michael TDue to the weather I had to call and extend my time by an extra day. Was told there would be no charge by someone thru the 800 number. When I dropped it off I was charged an additional charge for the extension. I was very upset attempted to call the 800 number and was left on hold for 14 minutes. I will try again tomorrow. Not happy
Kathy DUpdate the address on the web. Current address show 9705 S Padre Island Dr
Danny PNot a bug place, so no room to leave truck. No one in attendance over the week-end at all and no replies to call. Managed to squeeze truck behind another one already there, but looks like it will only support 2 vehicles returned.
Ricardo R