Customer Reviews for U-Haul Moving & Storage of Sharonville

Rating:

1.0

I rented a U-Haul truck on 08/03 at 5:45 PM. At the time of pickup, the representative informed me that I could use the after-hours drop-off option and that I would only be charged the $20 rental fee plus the mileage driven for the day. However, when I returned the truck and received the final bill, I noticed an additional $15 charge for SafeMove coverage. This charge was never disclosed or explained to me when I picked up the vehicle. Additionally, the fuel level was not full when I received the truck. It was approximately three-quarters full. I only drove the truck for 23 miles, but when I refueled it before returning, the fuel gauge did not reflect the original level. As a result, I had to add approximately 5 gallons of gas, which was significantly more than what I used. This resulted in an unnecessary expense, and I estimate that nearly 4 gallons of fuel were effectively wasted. When I raised this concern, I was informed that U-Haul could not reimburse me for the excess fuel. This is extremely frustrating and, in my view, unacceptable customer service. Between the unexpected SafeMove charge and the excess fuel expense, I was charged nearly $30 more than expected for a truck that I used for only 2 hours and drove just 23 miles. Overall, I am very disappointed with this experience. Had these charges and fuel-related issues been communicated clearly upfront, I would have made a different decision. In hindsight, renting from Home Depot would have been a better option as they appear to have a more transparent rental process. I would appreciate a review of these charges and a fair resolution to this matter.

Rating:

5.0

I worked with Kathleen at this location for both the pickup and drop off and she was fantastic! Thanks

Rating:

5.0

Everything was quick and easy and really efficient. GM was friendly and walked me through the process.

Rating:

3.0

Check in took a long time. This was primarily because the person working was by herself and trying to help someone on the phone. She must have spent 10 minutes with the person on the phone while there were 2 customers waiting on her. Seems like the person on the phone should need to hold until the present customers are addressed. Everyone was very nice. Returning truck was easy.

Rating:

1.0

The wait time was long and the van I rented smelled like weed, had a sleeping bag, fan and numerous cans in the back. If I didn’t need it for an item drop off within the hour I would have returned it. The only saving grace was they did compensate me for a portion of the rental.

Rating:

5.0

everything was great!!!

Rating:

5.0

need more counter help the women there were awesome think one was owner but they were overwhelmed wait time was longer than normal not their fault

Rating:

5.0

Kathleen is the best.

Rating:

5.0

Manager did an excellent job getting me out the door, despite being understaffed Will definitely rent from this location again Manager there works very very hard

Rating:

4.0

I arrived at the store at 11:45 a.m. for my 12:00 p.m. reservation. When I arrived, there were already four customers ahead of me and approximately five more waiting behind me. Shortly afterward, another customer entered and was allowed to bypass the entire line. When I questioned this, Jeff, the owner, explained that she had an online reservation. However, I also had an online reservation, as did the gentleman in front of me, so it was frustrating that those of us who had been waiting were overlooked. Jeff then informed everyone that he needed to go outside to hook up a trailer, leaving Alexis alone to assist a lobby full of customers. Despite it only being her third day on the job, Alexis was outstanding. She remained professional, worked efficiently under pressure, and went above and beyond to ensure I was taken care of. She deserves recognition for the excellent customer service she provided in a very difficult situation. As someone who works in customer service, I found the overall experience disappointing. The way the situation was handled did not reflect a customer-focused approach. I have used this location several times in the past and have always had positive experiences, which is why this visit was so surprising. Waiting nearly an hour to receive a truck despite having a reservation was unacceptable, and I hope the reservation and check-in process can be improved to prevent similar experiences for future customers.

Rating:

5.0

Already top notch, just keep up the very good work you all are doing.

Rating:

5.0

I cannot say enough good things about our experience with Uhaul. We had a fall through renting a van from another company and needed a replacement that day. Kathleen spent a significant amount of time working with us to find a van. After our disaster with our original company giving up and leaving us high and dry we weren't expecting much but Kathleen really went the extra mile to find a van and make something work for us. She saved our moving day, it definitely wouldn't have happened if she hadn't been willing to try so hard to help us out.

Rating:

1.0

2nd Time (Not same location) that I get to a location and they dont have the equipment I have booked. No prior communication, just sorry we dont have it - you'll have to go to a new location. This disrupts the entire day's plan by a couple of hours having to go find the equipment somewhere else. On top of that at the other location the equipment they suggesting is smaller, which would not serve the purpose. Which I ended up having to use a 26 foot Van instead of a 5 x 8 trailer. Costing me 4x the amount I originally had expected this would cost me. Everyone at the branch just says sorry I am not authorized to give you a discount. Try when you get to the next branch!!

Rating:

3.0

Low efficiency for renting out and returning equipment; short of staff; waiting for 1 hour to return the truck only.

Rating:

5.0

Suspension on the truck seemed tight. Picked up every bump in the road.

Rating:

5.0

Areas for improvement since the remodel there is no clearly identified return lane. There is a label with the truck number located on the instrument panel covering the transmission (P,RN,D) indicator. After the engine was warmed up when starting the was a stutter in the starter, The location or the contracted tire service group did not have an OBD scanner to reset the needed tire maintenance fault indicated on the dash, the scanner could be purchased for about $200.00.

Rating:

5.0

Angie & the guy working there were fantastic - they went above and beyond - they deserve a raise! :) That van probably needs a new battery. Was a little slow to crank over. Group size 78 side post battery ;) Welcome

Rating:

5.0

I drop the trailer off at 7pm, not 7:55pm ????

Rating:

5.0

The general manager was super friendly and helpful!

Rating:

5.0

Fast and courteous got my equipment left dropped it off easy as pie it’s the way I like it absolutely I recommend this location they are spot on

Rating:

1.0

Without a doubt some of the worst customer service I've ever encountered in my 68 years as a consumer! Ignored for over 5 minutes at the counter while three employees discussed some prior incident that had nothing to do with my rental. Ignored again at the counter, this time for closer to 8 minutes when I returned to purchase a 2" ball hitch. When I returned the trailer, I was advised by an employee named "Kathleen K." according to her name tag, that she would send me a return receipt via email. As the day progressed and no email in sight I called the store and was told by a female voice that she would be 'right with me". At the 22 minute mark of being on hold I decided to drive to the store. When I arrived at the customer service desk for the 3rd time that day, I asked Kathleen K. if she was the person that put me on hold for 30 minutes before the call dropped? I was given the poor excuse that the hold was initiated by another female employee. Kathleen K. It is completely unacceptable to be promised that a return receipt would be emailed which in my opinion would have never happened had I not returned to the store in person!!!! Kathleen K. at the very least needs extensive retraining on customer service!! Her flippant, cavalier attitude was repugnant to say the least! please feel free to contact me if U-Haul decides to follow up with me!

Rating:

5.0

Everything went well, great service, thank you, and I will continue renting trailers from you.

Rating:

1.0

The trailer was horrible not to mention that I had to call for roadside service because you can’t lower the gate down because the cable or chain that’s connected to the gate was pinched in the hole down so I had to take a hammer to try to beat the chain out, please for people renting your trailers. Please provide them a tool kit of necessary tools to work on your trailer. Also dimension every time you pull the trailer it’s horrible racking noise this trailer should be never in service

Rating:

2.0

This location needs much better signage. Drop off and pick up office need to be better identified. The new (since my last visit) design causes confusion of where to go. Also I got a truck with 1/2 a tank of gas but was told to return it with a minimum of 3/4 tank. I drove 40 miles and had to put 8.88 gallons of gas to get it to 3/4 of a tank. This would suggest that I got 3.4 miles to the gallon. Your staff needs to be trained and diligent on how a gas gauge works and how it’s read. When I brought this to the staff’s attention they told me it was the staff’s inability to read the gauge. Huh???

Rating:

3.0

Truck was great. Website doesn’t say there is a 4 hour LIMIT for $19.95. Had to wait 15 min to check in. Had to wait 10 min for help to return truck. The person was fine but seems like you don’t have enough people to help , especially when you open and people want to get trucks. Then some bozo (assumed employee) left their pickup truck on the middle of the pass through with the door open and a 5-6 year old walking around. I waited and waited to get through to park thinking someone would come out and shut the dang door. Had to back all the way up and go back to the street and pull in a different entrance. Not impressed but our vehicle was new and worked well for our needs.

Rating:

2.0

Rented a 26 ft had to settle for a 20ft, couldn’t find the truck. Rented 2 days later and couldn’t find keys for the truck I rented. Had to wait for a long time both times I rented this week. Read online on your site where if my reservation wasn’t honored I should get $50 back, but wasn’t offered this.

Rating:

5.0

Everyone was very nice and helpful. I originally called another store to rent a trailer but they didn’t have the one I needed so the employee on the phone looked for what I needed and made the reservation. She was awesome and very helpful. The two employees at the reading store were great and made sure I had everything I needed. I can depend on U-Haul!

Rating:

4.0

We needed assistance with first removing the tow dolly from the vehicle. First, no real directions .... but at this location their were 2 kind young men who stepped up and was available and helpful. What a nice change to begin with. So we also went back to drop the truck off too. They were both courteous. Note: after that service I tipped.

Rating:

5.0

Everyone that I interacted with was super helpful. Deidre was exceptionally helpful on the telephone. My only complaint was I was not able to leave a review for the Crothers Brothers. I did call Brad and leave him a message, but he did not return my call. The two men that I worked with Jeff and Josh were excellent, but there’s no way of telling the company that.

Rating:

3.0

When I picked up the truck, there were about 8 people in line and no one in the store to wait on them. I did a mobile check in and just walked behind the counter to get the key to my truck. The number of moving pads I ordered wasn't provided and I also didn't get a furniture dolly, which I ordered.

Rating:

5.0

mi sobrina me dijo

Rating:

1.0

Unfortunately, I had to drive extra miles in order to get this truck I needed. I had reserved for the downtown Cincinnati location about a week in advance. This resulted in me going over the mileage for the rental and had to pay extra due to this change in pick-up location. The Sharonville location was great other than this change in pick-up location.

Rating:

4.0

Clean inside of trailer

Rating:

5.0

Staff was great thank you

Rating:

5.0

Friendly staff and renting was easy

Rating:

5.0

Excellent

Rating:

5.0

Every one was really great

Rating:

4.0

Leaves and debris were left in the trailer upon pick up. Kathleen was responsive and a pleasure to work with!

Rating:

4.0

The truck was a little jerky like the transmission needs work.

Rating:

5.0

Yes

Rating:

5.0

Excelente servicio

Rating:

5.0

The rental worked and the facility and workers were very nice. The wait time could be lower. I was frustrated to see the clunkiness and inefficiencies of the electronic systems that UHAUL requires employees to use.

Rating:

3.0

Site is under staffed. Had to wait 45 minutes for service. Made the reservation on line but unable to complete the transaction via the app so I had to wait, and wait.

Rating:

3.0

Had to call multiple times after the unit was returned for them to close it out and it took over 2 days from when the unit was returned and 3 phone calls that they never answered at the store and be transferred to a call center for them finally have them close out the rental.

Rating:

3.0

didn't like the paper receipt was out, the associate said " we recommend that you reserve a unit 4 days prior" like how often does someone rent a moving truck. Had to utilize a 26 footer to move 2 pieces of furniture. Been coming here for years, this was the least pleasing.

Rating:

5.0

Thank you

Rating:

5.0

Rob and Kathleen were very helpful! I would rent from the Sharonville location again!!!

Rating:

5.0

Everyone is professional and friendly

Rating:

5.0

Loved the easy access in and out. The dolly’s that they provide helped make moving in and out a breeze.

Rating:

5.0

Staff was extremely courteous and helpful.

Rating:

5.0

The crew there was wonderful!

Rating:

1.0

It was dusty. There were bugs. All my things were covered in sawdust dust. Ty

Rating:

5.0

From checking in, to the last, "Have a great day" everything and everyone was Great. I enjoyed everyone. When I encountered a problem, with my unit (no faith of u-haul) everyone from u-haul stepped in to help resolve the issue from Rob, Steve, Michael, and the front lady...(her name, slipped my mind". But everyone was great. It was the Red Carpet experience... ...

Rating:

3.0

The folks were helpful—when they were present. I was def displeased by the waiting for service. No one seems cross-trained. AND: the reserve to acquire UBox disappeared and I couldn’t be helped. 😠