Customer Reviews for Stephen's Self-Storage Hastings
(U-Haul Neighborhood Dealer)

Rating:

5.0

Angie was EXCELLENT at handling my concerns. Nice lady!

Rating:

4.0

Tires were shot. Equipment should not be sent out in this condition

Rating:

1.0

Worst experience I’ve ever had with a company. I NEVER leave reviews, but this one was warranted to warn others. Pickup time, location and size of rental truck were changed multiple times leading up to our move including the night before. After all of this, we were told that they only had one truck (we saw several) at a further away location way later in the day than we wanted, but we had no other choice. We were told to be there at 12:30 pm and someone would be there to let us in and check us out. She did not show up until an hour and a half later sighting the fact that she had another location that she had to be at. We waited outside the gate (car running and people waiting at our home to move) for that long. When I tried to call U-Haul yesterday and asked for a manager (because they charged us almost $100 more than what was expected) she said that she could not talk to me because I wasn’t the one who signed the contract, my fiancé was. I was the one who made the reservation and paid for it with my credit card. I double checked, and said contract was never signed by my fiancé. We will never be using U-Haul again.

Rating:

5.0

I recommend the UHAUL site to make sure the customer is aware that not all drop off sites are open during business hours. I arrived at the drop off site at 1:30 p.m. on a Thursday and found the gate locked. The sign said not to block the driveway so I had nowhere to park and leave the vehicle. Fortunately I was able to contact someone and get instructions and what to do.

Rating:

5.0

Office Hours are really limited despite 24 hour access, but ithe staff was very accommodating.

Rating:

1.0

No code to gate. Gate code was located on uhaul key locked in back of uhaul. Uhaul gave incorrect gate key.

Rating:

4.0

Very easy access and was able to get my truck a few hours early. Since most of the interactions are electronic and contracts are sent to emails, please let the customer know when the text is coming in when you rent equipment that you should inspect the equipment at that moment. I missed the text that I was to inspect the equipment before I left the premises. When I returned to gather everything, I asked about inspecting the truck before I took it. I was told I was out of the time frame window to review damage to the truck before it left a lot. Moving can be stressful and texting and phone calls are occurring. Please let your customers know it's important to take care of these items before they take equipment to avoid potential extra charges.

Rating:

4.0

The u-Haul scheduling system allowed me to schedule pick up before the truck was scheduled to return. Mike went above and beyond working with me to ensure the truck would be returned in time for me to complete my move. He kept me informed as to when the truck would be returned. Huge help!!!

Rating:

1.0

There was a mistake made on the part of the store. I was called the day before my pick up stating there was confusion about whether I was getting a trailer or a box truck. I had rented a 17 foot box truck. This Hastings location did not have that available, so they offer me a 15 foot truck. Being this was the day before my move, I felt I didn't have a choice and went with it. Naturally, the 15 foot was just shy of what we needed, which forced me into going into St. Paul/University Ave to rent an additional truck the day of my move, since I needed this truck to be 1 way rental it sadly cost me over $150.00. We packed up. Parked the truck for the night, because we couldn't move into the new house until the following day. It rained that night. When we pulled our items out of the truck, our $3000.00 Sterns and Foster mattress was soaked. I brought this to the attention of the sales consultant. He replied, "our trucks are water resistant, not water proof" something like that. He didn't seem to care. The gasometer read incorrectly when I rented the 2nd vehicle, so I was happy I took a photo of that. It saved me from getting charged for gas I didn't use.. At any rate, I hope to hear from UHaul in the next couple days. I did take out the insurance. Maybe they will get me a new bed. Mine is now all stained because of the water damage. Buyer beware.

Rating:

1.0

Waited for over an hour to get In. Once I got in, the truck was double booked so there was someone there to pick it up besides me. Called the storage facility owner and he got his reservations mixed up. On top of everything I drove an hour to get there. This is the worst experience with U-Haul I have ever had.

Rating:

4.0

When we arrived at the location we could not access the Uhaul app. We had to call customer service and a very polite young lady walked us through the procedure step by step. Job well done

Rating:

3.0

When we picked up the trailer fenders we’re all bent one side was poorly attached to trailer this was the only trailer that was at this site, was under a time constraints so noted the defect and took the trailer. Had no problems on our trip.

Rating:

5.0

More truck options available, only a few to choose from.

Rating:

1.0

My pick up location was changed the night before from the location 5 minutes from my start point to a location 40 minutes away, and nearly none of the packaging I pre-ordered was there. Terrible experience over all.

Rating:

5.0

Check out app needs work, I couldn't check out until Mike helped. He couldn't get into the system right away either.

Rating:

2.0

Let people know ahead of their after hour pickup that they will have to fully check in before getting access to the facility. In addition the English instructions left by the facility for check in were hard to comprehend and awfully poorly written.

Rating:

4.0

Be sure to verify gas level if there are not individual 1/8th markers on gas gauge. Surprised a 10ft empty truck only gets 4mpg.

Rating:

5.0

I was shocked when I got the call that told me the location I made my reservation with (Bloomington, Mn) would not have the truck I reserve and I was told I could pick it up a location almost 2 hours away. I live in the Twin Cities, a very large metropolitan area and I am being told I have to drive 2 hours. Seriously! And, she didn’t even have the size truck I reserved. I reserved a 20’ she said I had a 26’. I refuse to accept her “offer” and pressed her to find me another option. Finally she found a 15’ only a 40 minute drive. Why reserve 3 weeks ahead to be given the run around? Although I needed the 20’ truck I reserved I used the 15’ and now will have to make an extra trip or two with my car to move everything (that would have fit in a 20’ truck). Frustrating! That said, the pick-up location people were great and the drop off went smooth too.

Rating:

2.0

The guy was rude and told me I better not be late on the phone. I had to ask for direction on how to use the truck safely. He just gave me the keys and said there you go ready to send me on my way. The office was cluttered and outdated. My reservation also had multiple errors. It was double booked and the amount charged didn’t match so I was refunded 86 cents. Then when when I was unloading my truck 2 different companies showed up. It was extremely awkward and I didn’t know who to even call about it.

Rating:

5.0

The gentleman was very caring and friendly. I can honestly say this was the best experience with U-Haul ever! Thank you!

Rating:

5.0

Make sure to see if windshield can get cleaner, but that's it.

Rating:

5.0

Check in was a mess.

Rating:

5.0

The staff was always very professional and helpful. They even contacted me once when I did not put my lock properly on my storage unit, leaving it unsecure. I would gladly recommend this company to friends.

Rating:

5.0

The guy who helped was very friendly and helpful. Next time I need a Uhaul I'll go here.

Rating:

5.0

Amazing person to work with. Helped us find a truck at another location even though the original location was out. Clean and fast service. Easy to pick up and drop off.

Rating:

4.0

My experience was great. I used to have a shop and rented Uhauls, so I knew what to look for and what to expect. The Gentleman at the Rental Site was terrific! Did everything by the book. Was very thorough and explained everything. I would definitely rent there again!

Rating:

4.0

MY LOGIN WAS TOUGH TO DO.. HAD AGENT CONTACT ME AS I WAS FILLING OUT INFO. SOME INFO DID NOT SAVE AS RENTAL WAS NOT AT LOCATION. SO INFO I FILLED OUT DID NOT GO THRU.. HAD TO RE ENROLL.

Rating:

5.0

Was called day prior to rental and was told my truck would not be available and there is nothing they could do. I had to ask if there is another location. I was told yes, but a smaller truck was available and I could not have it for the original time reserved, not 48 hours but only 28 hours. I had to re-adjust everything for a shorter time and a smaller truck. There is so much more to this but, after all that, I was still charged the original amount for 2 full days and a larger truck. I think a company this size could figure out a way to provide much better service. My final rental location handled it perfectly. This is a UHAUL issue, not the rental location.

Rating:

5.0

Nothing!!!i had an excellent experience!

Rating:

2.0

App took forever to upload pics

Rating:

4.0

I entered info into system prior to arrival. Still has to do everything over again. And give 3 phone numbers. Friends and family numbers are not your business they didn't rent a unit.

Rating:

5.0

The reservation was for drop off in cottage grove, MN. There is one listed uhaul dealer, Acorn Storage. Upon arriving at Acorn, they said they couldn’t accept a trailer b/c they had no way to move it. Why wouldn’t the reservation system tell me that in advance?

Rating:

5.0

No improvement needed. Mike is super to deal with, the truck was clean and the check in was straightforward and very convenient. Everything went as planned and made our move quick and convenient.

Rating:

5.0

Could not have gone smoother. Great uhaul dealer

Rating:

1.0

HOW ABOUT A BACK UP PLAN

Rating:

3.0

This was the secondary place to pick up a truck. You sent me to another address witch was the wrong one. The GPS said we were at the wrong location at both places. Luckily your customer representative helped us out. We were disappointed that our original pickup location didn’t have the truck. Driving 21 miles out of our way. In my opinion someone from your company should have drove that truck to our original location for us to pick it up.

Rating:

5.0

The location was great but it was not my original location. It was 45 minutes away from my selected location and I was not expecting that when I made the reservation. I recognize you have to make changes based on where products are available so I recommend being very up front about that. Also, the time I was given by Uhaul to pick up the trailer by was after when the location closed. The guy at the location was great and stayed after hours to help but that shouldn't have to be the case for him.

Rating:

5.0

This review is about a one-way rental with a 5x8’ trailer. It took a 39 minute phone conversation with a UHaul representative at the pick up location, to get approval for this preferred drop off location. WHY?!! This drop off location went VERY smoothly. I was contacted by the drop off location employee, and treated quite respectfully. UNLIKE the UHaul representative I had to deal with on the phone to get this preferred drop off location. I will repeat: To UHaul: If you want your customers to move around your equipment, it would seem that could be reflected in your charges! UHaul needs customer service training badly with the people that run this company. The people I dealt with at both the pick up and drop off locations DO get what the definition of a customer is!

Rating:

3.0

Long line when I got there. There were a few irritated customers in line when I got there. Overall appearance what sub-par.

Rating:

2.0

Furniture dollies were reserved and there were none in stock. Went to another store where I was told I could get them, that store refused to let me use. Went to a third store that did allow use.

Rating:

5.0

very helpful and accommodating

Rating:

2.0

I was completely appalled at my service throughout my whole experience besides placing my rental over the phone- that rep was wonderful. I am still a awaiting a call from Thursday 8-1-19 after being placed on hold 3 times while I was providing information to the rep Kim at Uhaul, this was after Stephens Storage told me they couldn’t help me with my questions uhaul had to. She rudely put me on hold without telling me when I was providing her with information to give to her supervisor who was on lunch. Who still hasn’t called me back to address the “rental rate charge” that was higher than the “rental rate” I agreed to on my contract. I’m speechless.

Rating:

3.0

Good experience

Rating:

5.0

We had an emergency on Labor Day Sunday and were pleasantly surprised to find this open. Will use again if needed.

Rating:

5.0

Easy to work with - Mike was accessible and dependable.