A difficult experience indeed. It began when I selected my preferred pick up location; all seemed fine. Then the day before my move, I get a phone call that says â€œthere's no truck available there, go to (location B),â€ ok. Later that evening however, I get a confirmation email telling me to pick up my truck at the original location (Location A). Sure. My pick up time is set for 8am, I arrive at 8:45 at Location A, which is gated and padlocked, and a sign reads â€œopen Sunday (my pick up day) at 10:00am.â€ Frustrated, I check my email again, which confirms that I am supposed to pick up my truck at this, the preferred Location A at 8:00am, even though it seems clear there's no access to any trucks until after 10. I call customer service, she says she â€˜doesn't know why the email would say to go to Location A, and to pick up my truck at Location B. â€˜ mind you, none of this, surprisingly, qualifies for their overstated â€œ$50 reservation guarantee.â€ Fine. I drive to Location B, it is now well after 9:00am. One truck on the lot: my truck. I go to the uhaul.com website, sign in, go to my reservations, which only describes the date and time and size of the truck. Nothing to move the reservation forward IE â€œPick up my Truck.â€ I use the dashboard, as indicated in the email, which brings me to the same site, and lo, I sit beside the truck that I have reserved and paid for, and can't get in. I search the website using the toolbar for â€œpick up my truck,â€ which only offers me to place a new reservation for a pick-up. No. Desperate, and now it is 9:45, nearly 2 hours after I should have picked up my truck, I call customer service, again. This gal sends me a link via text, and comments â€œI don't know why you didn't just click the link to Pick up my Truck.â€ Yes, why indeed. Why would I spend an hour doodling along on the uhaul website for an hour while my family and movers wait patiently for the truck which will seemingly never come? Moving along. I follow the prompts that have suddenly appeared to Pick up my Truck, it asks me to input info from my license and contact info, which I do, alas, my phone number is â€œalready in use,â€ and cannot be used. Well Uhaul, I don't know what to tell you, that is my license info, and my phone number. As seems customary for this day, I cannot move on because the phone number, My phone number, is in use, and is not accepted. Great. I'll put in my husband's number. But wait! You need a contact person to vouch for you, and you'll need to pick in their contact info so uhaul can contact them. Overwhelmed, I get a message from the â€˜chat' function which stated they need me to put in my license info (for the 3rd time). Pitifully, I giggle at the notion that at the bottom of my reservation, they ask you show up 10 minutes early to â€œcomplete the final steps,â€ which I had done. I tell the person on the chat â€œI have submitted the info, it won't let me put in my phone number which is XXX-XXXX, and I am more than 2 hours late, please let me have my truck.â€ The chat rep says they â€œneed to verify my contract info.â€ Confused, I reply â€œhow do I submit the contract?â€ And aggressively, the chat rep replies â€œPLEASE PROVIDE A CONTACT THAT IS NO AFFILIATED WITH THE CONTREACT.â€ Ah I see, you meant â€œcontact,â€ earlier. Great. At my wit's end, I submit my sister in law's info and tell the rep â€œDon't yell at me,â€ which many minutes later, she backpedals. Finally, and I mean finally, I am approved. It is 10:30am, I am 2 and a half hours late, at a different location from what I was told, but I finally have my truck, which they have the audacity to remind me to still â€œturn my truck in at 1:30.â€ That ship has sailed. And it sailed 2.5 hours ago. Horrid experience from beginning to end. I can't believe the labor part of moving was actually more enjoyable than the truck rental experience.
Customer Reviews for Northwest Self Storage at 202nd
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Testimonials from recent customers of Northwest Self Storage at 202nd
Very hard to reach this location via phone due to the lack of staffing.
Most horrible experience ever! I need a refund for this service. Please have an agent call me 503-573-9998
Please make sure that the online check-in works before sharing it with the public. Took me two hours to check-in. We finally gave up and had a front office representative to help us out by cancelling and making a new reservation for us in-person.
Excellent, thankyou, good, very much.
Using the app was very convenient and straightforward.
The employees there didn't know how to introduce services they need more training to know more better than call the manager every 5 mins to ask for little issues.. also this location needs to hire more than one person so in case the employee get the truck the other one help the next customer..
The U-Haul app leaves a lot to be desired. It was glitchy and doesn't communicate well with U-Haul.com (where I had filled out my order and profile). Not intuitive and I don't believe any faster than waiting in line to talk with a counter professional.
Customer did not leave a comment.
Great drop off in the unexpected rain storm. Very new location but smooth process!