I was picking up and dropping off outside normal business hours, and had problems with the U-Haul App, on both ends of the reservation. I had to call the help line and have an assistant walk me through alternative solutions. The pick-up required signing-out and then back in, as well as the agent doing things on her end of the system. For the return, the app was not responding at all, which required me to call and then go through a process through my internet browser. I will not be using the self check-in option in the future, nor anything that relies on the app. I will tell friends and colleagues how troublesome and buggy this option was for me. So if I need a U-Haul reservation in the future, I will go to one that opens sooner (not 9am) and closes later to get equipment. You guys really need to get your act together with the app. All told, the problems added 30-45 minutes onto my day, which is not something I have to spare most days.
Jeremy L
Customer Reviews for Norwood Self Storage
(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.
I say no on the "helpful" because I returned the truck after hours, so I was completely on my own. I have one issue, however, I returned the truck back with 3/8 of a tank more gas than I took it out with, yet, was not credited in any way for this overage. Seems a bit one way in nature.
RICHARD Sgirl that helped us was very nice and very professional.
PHILIP GLots of nonsense hidden charges added To my rental They tell you it’s $19 for the day and they end up Charging me $125 at checkout I rented a 9’ van for 3 hours drive 47 miles and got charged $125 This is not ok and they purposely hide all this extra charges and reticules feeez they add on
RONEN BThe signage was difficult to see and i wasn't sure if i was in the right spot
STEPHEN PYou have to train the front desk girl. She was professional but need to learn how to make people feel welcomed and be friendly
EDWARD AUHaul's web services were inaccessible via my home ISP, Optimum. I couldn't create an account, use the multi-factor authentication, nor upload photos of the rental from home. Eventually, I figured out that using VPN (eg, Surfshark) allowed me to access the web services.
Allen EThey are very kind and always do their best within the given system
Chang HThe location itself was fine and the woman who helped me was really nice and helpful. But I got charged for gas when I returned it with a full tank so I will not be using u haul again in general.
Kasandra STop notch staff
JEROME PThere was a wire sticking out of the driver's seat and sliced my leg. I was bleeding.
RAUL RService was friendly. Van was basically clean but for 13k miles had a scent to it. Don't like the price hiking all the way through the rental process. Not sure I'd use Uhaul again.
Patrick CFast in and out the truck was ready to go
WILLIAM Mtomuch charges
PETER PProcess was amazingly easy. Booked late Sunday morning for same day...two hours from when I booked it. The person that helped us at the Norwood location was super professional and friendly and made the process super easy! (Sorry, I didn't get her name) Would definitely recommend the website, U-haul in general, and especially this location!
Arthur Ball great! very easy to rent/return
DEMETRIS DNot at this time.
frederick pWill always come here for moving vehicles! Staff and service is always great all around!
Wayne KI wasn't at the location long enough to notice anything.
Paul EVery friendly staff! A+
Jeffrey WWe arrived at 9:00 for our scheduled pick up. The location does not open until 10:00. After 20 minutes on hold we were able to speak with a customer service rep that sent us a link to access the truck. We would have preferred to know that the location wasn't open and it would have been better to receive the link automatically. The customer service rep was nice, but by the time we left we were close to 45 minutes late. We will not use this location again.
Christina TThe U-Haul app on my Samsung Galaxy S9 at the time of the rental (3/1/24), did not let me take photo. I had to use website instead to go through the checking out / checking in process. Very annoying. Also, requiring the reading of the documents should be more user friendly. Simply having links to the document and an instruction saying that I need to read it doesn't really tell much. We need visual cues and friendly way to engage and complete that requirement/experience.
Philip BSuper helpful staff and efficient experience overall.
JULIEFRAN REverything was perfect
Nicole BLengthy process using the smartphone to rent and return the vehicle
Avi HAll I can say is the trucks should have electric windows as the turning handle goes right into the side of the knee
Lori SBest experience ever. We had a terrible experience with budget. Was nice to know that you guys actually had the equipment we needed.
Michele LSuperior customer service. Representative went out of his way to ensure that the rental went smoothly.
Grant JIt was very easy to pick up the van. Good parking, safe environment, easy access, friendly office
Kerstin LThis Norwood Self Storage location manager & agents always provide such excellent customer service that they are great examples for others!
Roseanne Mgreat service.
Kevin RPLEASE !!!. Provide an exterior U-Haul signage on the roof or something, somewhere to be clearly seen. Thank you
Carl LTruck was fine would have liked a little more gas than a quarter of a tank when picking it up
DAVID CThe lockbox was a little tricky to open
Russell SCustomer service by Andrew was timely, hands on and excellent.
Ji PManager very helpful Mark? Helped with online sign in as link acting glitchy Retrieved supplies dolly etc Excellent!
Julie N