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ELIZABETH CCustomer Reviews for U-Haul Moving & Storage of Carol Stream
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.
Location specific: When I returned my truck, I went inside to request a refund for the furniture pads that I didn't receive. The gentleman at the counter was seated and I could hear an electronic voice of some sort. When I greeted him, he held up a finger asking me to wait a minute. That's when I realized that he was on speakerphone with another customer. I was shocked that a person running a front desk would be on speakerphone. When I call a store like U-Haul, my assumption is that the only person hearing what I'm saying is the person I'm speaking with unless I'm told otherwise. Also, the man at the counter wasn't doing anything to help the customer that required him to use his hands. The customer was simply calling to say that he was running behind, so why was he on speakerphone anyway? I realize this location has somewhat limited space to deal with, but maybe a pickup area closer to the key box would make more sense to the customer instead of a drop off spot close to the pick-up key box. Presumed UHaul specific: The self pick-up is not user friendly and instructions/next steps aren't clear. First of all, why do I have to enter all of my information to make the reservation and then enter most of it again to pick up the truck? The website and the mobile app should talk to each other so that the information entered on the website is already populated in the app. Second, the "verification process" is not well explained. There should be a statement saying to watch for a verification phone call. When people are in the midst of trying to figure something out, they're VERY likely to ignore a call from an unknown number. Plus, the caller didn't really explain who she was or what I should expect. The person should start by stating that they are calling from UHaul to verify my pickup request. Instead it was a confusing call, and I'm still not sure what she did other than allow my pick-up to continue. Third, a customer should be notified when they add furniture pads, etc to their order that they won't be able to do a self pick-up. It is completely ridiculous to go through the self pick-up process and still have to go inside and wait in line to get the furniture pads. You know what vehicle is assigned to me. Why isn't part of the vehicle assigning process on your end to stock the vehicle with the requested items? Also, the app should send a person to get the key before sending them to the truck. In this location, the key was on the outside of the building and the van was way down by the road. The van itself performed as expected and we were able to accomplish what we rented it for. Just wishing the rental process was smoother and more intuitive.
MARTI DNick was very professional and courteous. Handled our rental in a prompt and expeditious manner. Great experience.
RICHARD JExcellent
RUDY OThe staff is very customer focused! From trailer rentals to storage units their service is great!
THOMAS NExcellent
Yoli MThe quote I got online included some sharing program. It was NOT clear and was $300 more when I went to pickup the truck. The back door roll up door was broken. It took two men to open then would not stay open. We had to prop it up with 2x6s. Was dangerous. Told the guy in Hanover Park. He said to tell the people when we dropped it off.
TODD HWe were very pleased with the customer service and fixing a scheduling issue making it right thank you!
JOSEPH DThey were great
ROGER GNick, the GM, was wonderful! I will definitely use this UHaul location again!
FRANK MNothing. The manager , Nick was truly amazing!!! The customer service was top tier. He has amazing energy !
Robin SAlways friendly and courteous. Equipment is clean and ready.
DILIP NThe Manager over there is superb. This location have changed manager. More than 5 in my three years of going there. Im a regular trailer renter. NICK is unbelievable dedication to his job. He deserves a raise. Don't lose this guy like other 4 manager in the past. He is an asset to Uhaul
NORMAN PTruck was rented with 1/4 tank. Check brake light came on and needs attention
Scott TVery professional!!
ELIZABETH CAlways helpful
Oscar SNot enough customer parking available. There was one spot open on the street that I was able to use.
THOMAS HGreat people! Clean equipment!
Elizabeth CThey charged me 425 miles when i didn’t even use 100 miles I don’t know where they got 425 miles that’s almost another state and I never left lol don’t trust this place they will try to scam you
KENYA VI cant speak for the drop off location. I dropped the keys in the drop box. The original pick up location was terrible as they severely overcharged me and gave me incorrect information
HELEN BThe guys helping me out were fantastic! Always very personable and polite.
GREGORY AGreat service !!!
Elizabeth CUnable to change drop off location for over an hour commute.
JENNA HThe trailer came unhitched while driving. The trailers with the screw attachment need to be updated.
MARA OFor me nothing ebretin good
NOE Egreat place to rent a vehicle from. I also love being able to use the app to get it ready!!
Matthew SPleasant people
JAMES KThis is our second great experience using the Hanover Park U-Haul center. Thank you!
Gregory TLife made easy, great people.
WILLIAM WNick is awesome to deal with!!
ELIZABETH CNick, in Hanover Park, was great to work with and very knowledgeable.
DANIEL BNothing comes to mind, the staff was friendly, knowledgeable, and helpful. Thanks for a great rental and return process.
RICHARD BVery friendly and accommodating staff.
JEFFREY BNick was great on the phone and in person.
SLAWOMIR PStaff was very friendly and thorough. Maybe a more explicit reminder to take photos of the vehicle before you officially drive it? I got a text, but didn’t notice it until I was at my first location for my move.
JOSEPH DThe guys st my drop off location were awesome. Responsive, friendly and had me quickly on my way. Outstanding!
Brett BI had 2 nails in a tire on my first trip that had to be replaced while the trailer was loaded before we could drive home. It took several hours to get that done ( luckily we were not on the road) The repair man was very nice. The light connector came apart ( and was ruined) on my second trip so I had no brake or turn signals half that trip. The trailers both started out working well.
SUSAN TThe only problem we encountered was the website being so to date for availability. Other than that it was great!
MARK SNick was very nice and Knowledgeable and had things looking good .
ANTHONY BTRUCK WE RENTED WAS NOT MAINTAINED WELL. IT NEEDED A TUNE UP.
CLAYTON KGreat experiance in everyway
Dwight PI was charged $28 overdue charge by this facility when I had in fact turned it in a day EARLY. This was an unacceptable email "surprise" (that I had been billed) and I am still waiting 3-5 business days to see if I am reimbursed after a phone call with the facility. The guy who helped me at the drop off was very nice/polite but they were busy so he asked me if he could email me a receipt for the check-in later and I said "sure" and drove away. He assured me this would be a good solution and save me time. But instead it has given me a small head-ache with follow-up and phone calls for resolution. I have photo documentation of the Carol Stream employee walking away (parking) with the trailer I returned early. When I called the store they were again polite and nice but I really wish this I had been properly handled at drop off.
KIMBERLY EThe manager Nick gehrke was super nice and very helpful. I look forward to renting from here in the future.
MICHAEL DI had moving help so I can’t really rate the physical location or the staff. I enjoyed my experience with u box and moving help and will definitely do it again, but this time order that extra u box just in case.
Lauren SThe service is perfect
HECTOR PI dropped the trailer off at the location after hours using the mobile app. Exterior was clean and well lit. Because it was after hours, no personnel was present. Based on previous experience with this location I would recommend to a others. Recommendations for improving after hours drop off of trailers: 1) Add signage explicitly stating where to leave the trailer; 2) While using the mobile app to confirm drop off locations, none of the bar codes that I attempted to scan on signage under the drop-off canopy worked; 3) recommend adding specific drop off location for trailers that includes method to secure the trailer so no one can simply drive off with it after a customer returns it; 4) Mobile app photo option was quirky which required taking photos multiple times, e.g., after adding last photo, 2 of the photos showed errors; after retaking the photos, photos no longer aligned to description (took photo of driver side under that category, when finished category name showed front. this occurred with multiple photos.). The concept of self-serve return is great! Overall experience was very good. Trailer was well kept, solid, and performed well for a 5 hour drive. Overall communication was good and training videos are valuable (well done).
MICHELANGELO PNot much. It was a perfect experience!
Mark WThis was the second time I returned a truck in the last 2 months. This was a much better experience than last time.
JOEL VNick helped me hook up their enclosed trailer to my Model X. My first tow experience couldn't have gone better. Customer service was great.
ROBERT DNo improvements necessary, Nick was fast and friendly
MAURO CCould use additional workers as it appeared a single person Yuma’s not enough
Roger MThat was the best trailer I’ve gotten from you! It towed very smoothly and was well balanced both empty and full.
STEVEN DAlso very kind and great to work with
DARREN BI had a U-Box, no opportunity to see a storage room. Box was fine, lock was intact.
Dawn B | Overall Experience