Absolutely the worst customer service!! They are either liars or don't know what they are talking about. When I was checking into renting a truck I first checked into the Elgin one and was told even though they showed the time open that I needed they couldn't guarantee it because someone had it the day before and didn't know if they would bring it back on time and if they didn't they would look elsewhere for me but I would still have to pay any difference in distance charges AND that $50 guarantee is only good if they can't find one at all is what I was told. So I called the corp. office Sat. 8/2/25 to confirm that since their written guarantee says if the truck is not at the right place or time they pay you But the female at corp. told me the same thing, the $50 guarantee is only good if they don't locate a truck anywhere and if it's farther away I'd still have to pay the distance difference. NEXT thing, I told her I was moving furniture and asked if I should request the furniture or appliance dolly, which was larger. She said if it's only furniture and no appliances then just go with the furniture one. BUT she then told me I didn't even have to request the dolly because the truck size I wanted a 15 ft. with the EZ ramp came with the furniture dolly. I said really?! That's great! So then I called the streamwood location after that and spoke with a guy and told him what I wanted and even though she told me it came with the furniture dolly I still told him that's what I wanted and he said ok. I set it up for next day Sunday for 1:00 and told him we'd bring it back same day probably around 6:00 - 7:00pm or so. He never said he needed more info he just said ok and I said don't you want my name for anything and he said no, my name came up on the phone. I went in with my son next day and again told them about the amount of time and on their website when I looked they said that people usually need about 6 hours or so when using the 15" truck even and I said that's about right for us maybe a little less like 5 hours even. NOT ONE THING was said about charging me another $20 if it was brought back after they close at 5:00pm on Sundays. They even charged me an amount without the extra $20 after I told them we wouldn't be back until 6 or 7 pm .AND they said they would send me a text to check in and let them know that we brought back the truck but I also never got that. WELL when we go out to Huntley with the truck and opened the back there was NOT a furniture dolly as promised by two different people with UHaul!! There was a small box dolly which did nothing for us, didn't even try with that! We had to spend the next 40/45 minutes looking somewhere for something we could use to move the furniture. When we got the truck back it was about 6:30 pm, we could have gotten back a lot sooner if we didn't have to hunt for something to move the furniture! I put gas in it, even slightly more then we took it with and I had told them about 50 miles and it was 49 and again had it back after about 5 1/2 hours total. The next day saw they charged me another $20 because it was after they closed at 5:00pm! When I called on Monday, the weird thing was the guy I spoke with actually told me the exact time we brought it back to the minute which I didn't tell him because I didn't even pay attention to the exact minute, I just knew it was about 6:30pm but he said oh yea, you brought it back at 6:26 yesterday....how the hell did he know that?! I thought of that later after we hung up, how would he have known that, maybe on a camera? So he did know we got it back after less then 6 hours, but said we got charged the extra $20 because we didn't check in on the app we NEVER got a text for!!! I also brought up how they screwed me over by not putting a furniture dolly in like promised and the horrible, rude, smart-alec, ASS of a guy answering the phone Monday morning said well we didn't charge you for it either, that's all I can do. This place is a joke!! Go somewhere else that their people actually know what they are doing, actually give a damn, aren't trying to rip you off, and have some kind of, ANY kind of customer service skills because this is NOT that place!!!
KATHLEEN F
Customer Reviews for Trojan Storage Of South Elgin
(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.
All was good. Had a really nice experience. Everything went well.
KEVIN SSavannah she was very helpful and so kind. I would recommend everyone to go see Savannah when you need to rent a U-Haul and storage. She’s very professional. Elgin, IL location on Sundown.
AMMALY CRefund me for the Dooley we never received but we’re charges for
William GI liked the gas gauge chart to refill the tank. U-Haul has it all figured out!
MARK NWhile the pick up was easy from this location, they did not have any of the equipment I asked to rent (blankets, etc)
Thomas GLocation was fine. However, I needed U-Haul roadside assistance for a flat tire due to debris in the road. It took almost 3 hours for U-Haul to get someone to fix it. That is way too long to wait. U-Haul will be my last choice for truck rentals in the future.
Donald OIf special equipment is requested try to have it available. Had to drive to another location who was also unable to fully assist. The representative at Sundown was extremely friendly and tried to help as much as possible which was greatly appreciated.
Andre YThank you for the great rental experience! Van available at requested time, fast and friendly service, vehicle in great working condition.
Diane OThis can saved my life. Thank you!
Cherrelle JI had to go to 3 locations to get a vehicle. Your website would not allow me to upload my license which was extremely frustrating. it took me 1 and 1/2 hours to obtain the van. Though I wanted the $19.95 plus mileage contract. It signed me up for 24/7 share which I didn't need, I only needed it for 4 hours. So I'm waiting to see my final bill to call and get it settled correctly. I went to get gas to fill it up and the100 miles hat i used cost me over $35 in gas which there was no way i used 10 gallons. So it wasn't filled to a full tank when I got the van. Unsettling for sure. Not happy.
JAMES R