First off the service at the store was excellent and every one I worked with gets a gold star at this location. Other than that the location itself is not great, extremely difficult to get a trailer or large equipment onto the busy intersection where the store is placed. The parking lot is difficult to back trailers into because of how everything is stored. When I placed my rental it was for the Woodstock location a few minutes from my house even though it said my rental was secured / guaranteed, it was switched for some reason to Lake In The Hills almost 30 minutes away. The Woodstock location is a lot easier to use and closer for me. I cannot recommend this location due to its layout and proximity to the crazy busy intersection at Randall Road. Uhaul should maintain that the equipment you rent at a particular location be available at that location you reserved from. I have no idea how Woodstock did not have the trailer I was looking for since they seem to have a lot packed with all the standard Uhaul items. Thankfully I do not need to rent from Uhaul very often.
GARRETT BCustomer Reviews for U-Haul Moving & Storage of Lake in the Hills
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 shouldn’t have to drive all over town to pick up U-Haul and car trailer at 2 different locations and then be forced to drop off the 2 entities at 2 different locations at my final destination. And “for my inconvenience” they gave me only 50 extra miles…50 miles for over 1.5 hours of driving around town due to their lack of preparation!!
TONILYN HHe was very helpful and considerate. Thank you for the use of your truck. It was a pleasure to drive it and I got done what needed doing
DONALD MThe staff was amazing. They helped me with every step and were very knowledgeable and helpful! You have a great team at this location! I will be renting again!
BRIAN MWill be using again.
JOSHUA HWhen I rented from a competitor, the sales associate walked me out to the vehicle, walked around the vehicle with me to inspect it answered all my questions and was very professional. At U-Haul, that sales gal couldn't even provide me with an address as to where I return the one way ride truck. I had to pull it up on Google. I was given paperwork and told my truck was outside to the right, just match up the license plate of the vehicle with that of your paperwork. I was sent a text that I was supposed to use to to inspect the truck by myself-no U-Haul employee to verify if there was prior damage. And when I declined U-Haul insurance, I was scoffed at and told that if a rock hits my windshield, I have to pay out of pocket for the damage...
ANDY DGreat customer service,
Hugo CThe people were friendly and helpful, and picking up the truck went smoothly. I would rent a truck from them again if I had the chance.
GREGORY HIt's always effortless to rent a truck here. Staff is friendly and helpful.
JOSEPH MGREAT operation here!
EDWARD SWe had trouble fitting your safety chains’ hooks to our commercially made trailer hitch.
THOMAS CVery kind young lady in customer service with smiles and kindness took good care us, even the young man who hooked us up very kind. It was very fast registration! They were great!
OLGA SWas fortunate to arrive before large crowd on a Saturday. As I was leaving, very long line so maybe more help on the weekends? Just a thought. Great location and service though.
SHAWN KMy only negative comment is that the App is not as user friendly. It kept disconnecting me and I had to start over a few times. I was unable to upload photos as requested. Drove to location the next day to make sure I had completed terms of drop off.
CATHERINE TVery thing was great
Cassondra DGreat customer service and experience. Recommend this location.
MICHAEL BNothing. The gentleman who helped me was great!
TIMOTHY CI rented an auto transport trailer and brake fluid reservoir was completely empty. Because of that the trailer would slam forward when braking and slam backward when accelerating.
KEVIN CI was in and out quick and the location was convenient.
GARY SGreat customer service
FELIPE AVery nice employees Very happy with the business 😀 haul provide me with professional equipment the lake in the hills, ill. Is awesome 👌
TIMOTHY BGreat experience. Thank you
DUMITRU CRates online for same day trailer were $14.95, employee then charged me $47.00 when I arrived. When I asked why the extra bump in charge, they responded it’s because they cannot take cash. This did not explain the cost more then doubling. Overall very upset with the unreasonable charges.
ZACHARY Bnothing had a excellent experience
PAUL H$5 safe trip fee seems a bit ridiculous but otherwise everything was fine
DONALD CThe wheel holders for the front end did not work!! Had to have road assistance come fix. Road assistance worker was absolutely 💯 amazing!!!
SAMUEL HI reserved the trailer in West Dundee, IL. When I arrived I was told that it was switched to Lake in the Hills, IL as there was no availability in West Dundee. I was not told this. Drive out of my way because of this. When I told West Dundee I thought I deserved a discount, they agreed and said they would communicate this to the other store. Other store refused to provide a discount or take any responsibility. Upon return they wanted me to unhitch the trailer and were ride when I told them “no” Awful Customer Service. Makes me want to go back to my old rental provider.
SCOTT KUnder staffed.
PATRICK FChris was very helpful.
ROBERT MThe staff is great, but your prices are too expensive. And you guys don't even have military discount. How anti- American this company is.
OSCAR HNice customer service
PATRICK FFriendly staff and great customer service!
IHAB KStore owner was very nice and supportive. Hooked up trailer to car in no time.
JAY WU-Haul corporate needs to maintain a more accurate inventory of available equipment.
JASON MNot the original location I had chosen to pick up the truck. I was moved to this location which was ok but I don't recall seeing a warning that this might happen at the time of booking. But, the entire transaction was smooth. I appreciate the convenience of the many locations.
DEBRA AI delivered the trailer just after they closed. I had to park it with the trucks.. the small trailer space was too narrow for me to navigate and the trailer was too heavy for me to maneuver. Sorry.
PATRICK FNothimg
RICHARD TThe manager Chris and the staff employee Matt were very helpful, knowledgeable, and friendly. The experience was professional from the start to the return of the trailer. I have rented from UHaul for many years and this location several times. I will return to this location and store for my future rental needs. Thank you, Jeff
JEFFREY MGreat staff, helpful and friendly.
DEBORAH PEverything is at the highest level
LESIA BThanks
RICARDO OGreat customer service. They were able to get me a truck and they were almost booked up!!!!
BREANNA WFast, courteous and knowledgeable service.
RONALD BKeep up the good work! Thanks!!
Ronald VThe truck I rented ran well but the drivers side window does not seal well.
EUGENE AEveryone was very nice and kind. Facility was exceptionally clean and felt very safe as a woman going in and out at any time.
Suzanne C | Overall ExperienceWas thoroughly pleased with storage facility and staff. If need arises; we'll rent a storage space again. Thank you
Gus L | Overall ExperienceNice clean facility, helpful staff. Convenient location!
vicki s | Overall ExperienceWOW. The staff at the Lake in The Hills facility are INCREDIBLY pleasant and helpful. In both renting a truck and setting up a storage unit. I can't remember the last time I had such excellent customer care. Thank you!!
Susan F | First ImpressionsOne of the cleanest public bathrooms I’ve ever seen ! ! ! !
Jerry M | Overall ExperienceStaff was very nice and accommodating. The facility was well lit and secure.
RACHEL W | Overall ExperienceYou have excellent employees at this location. They were always very helpful and kind.
Jason R | Overall ExperienceThe staff at the Lake in the Hills facility were absolutely amazing!!! Chris and his staff always went above and beyond customer service. So polite and eager to help, would definitely recommend them. Thank you again!!!😀
Traci V | Overall ExperienceAmazing ! Easy online move in process, no paperwork. Price is very reasonable also. Well done U-Haull !!
Susan K | Online Move InIt was my pleasure doing business with Chris and U-Haul. I would definitely recommend you guys and would use U-Haul if needed again. Thank you! 😉
Carolina R | Overall ExperienceIt was a pleasant experience from the moment I walked in the door the first time until I returned the keys at the end. Thank you all at this U-Haul
Robert J | Overall ExperienceVery pleased with the facility and the staff.
Michael B | Overall ExperienceVery nice stuff
Robert S | Overall ExperienceVery clean, easy access, online process excelente
Alejandro A | Online Move In