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ROBERT T | Overall ExperienceCustomer Reviews for U-Haul Moving & Storage of South Philadelphia
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 never received a final invoice. I was told that it would be emailed to me and it wasn't. I had to look at my charges, which made it very difficult to put in a company expense report.
Sarah TI loved the way Your serves Was and Everything Else Was Up today.I could not had Better Customer service.Ill see You again In few Weeks
WENDELL JVery disorganized, trucks were not properly tracked in the system. I was called and asked when I thought I would return a truck even though I returned it 4 hours prior
mike rCharged me twice to buy a single lock for my storage. Called and had it reimbursed. They then manually added the second charge back on my account the next month. Also refused to give me a free month for a promotion that they were required to do. I put in complaint. They acknowledged complaint and said they would give me the free month and never did.
Christopher M | Overall ExperienceThe staff is very friendly and respectful!!!!! That makes a difference in the other locations
Dawan WMy uHaul was filled with human feces, several bottles of human urine, soiled gardments and the floor was covered with excretement. I was in an emergency and had no choice but to clean it myself and go. I am extremely disappointed I paid for this service and will never use uHaul again and will advise against this location if I do not get any apology or acknowledgement of this disgusting situation.
Sanjay RCat or dog on the seats
rosetta bMariam was very nice, she’s the young woman who checked me in…
assem hTruck had a couch, and essentially no gas in it. So I’m cleaning someone else’s stuff, and having to fill the tank just to use it. Got a different truck because I don’t want to do that, and the second one also had no gas in it, but at that point I need to get on with my move so I’m ready to go. Pretty lame considering the amount of money spent at the location
Max MService is excellent
Steven RHad an excellent experience with the staff at this uhaul. They were able to get me sorted out with the storage units I needed just in time for my movers to arrive with no hassle. All my conversations with them have been easy and straightforward. The facility is very clean, albeit a bit warm but not a big issue. I highly recommend this facility and it's staff.
Brianne K | First ImpressionsThe customer service was great!! The two ladies that help me were wonderful!!
douglas cSmelled like mold. The women that worked the desk were always rude and I maintain that unit for years. They need home training and they let the line get long and will walk past and not offer any help at the front desk. Worst experience ever.
Windell P | Overall ExperienceI rented this truck for 4 hours but the battery died or the starter went out within the first hour and I then had to wait for an hour and a galf for the first available tow driver as the truck died in the middle of the street. Instead of refunding my money you charged me in full. Pathetic and unprofessional in every way. I shall never recommend renting from you to anyone I know. I shall be renting from Penske from now on. Your customer service is dreadful.
Sally RKeep up the great work
Omar MThe entire staff extremely helpful and welcoming. Everything went super smoothly and I highly recommend using this location if you can.
LILY VThe facility did not give the padlock key to my husband and then blamed him. He drove all the way to Ardmore and had to turn around. No refund offered despite the mutual mix up and inconvenience
Amanda LReplace your GM. She is extremely rude to customers, and is a bully to her employees. Customers walk away infuriated and employees sheepishly walk around defeated. I have rented from dozens of locations around the country in the past few years and this woman stands out as the worst personality I have had to deal with.
Michael LKeep doing what you are doing,great stellar service
TERRANCE WLater hours for access
david p | Overall ExperienceWhen the trucks are returned is there a checkoff list? Can the customers get that? Can the customers get a check off list for their safety? Seems the truck’s function and safety completely up the customer to figure out.
Brian CGreat customer service on the attendant. Thank you!
Roland LI have not yet received my email receipt post drop off.
Peter MThe van smelled like urine, never received my discount from my son being an employee, never received the 1/2 dozen of covers.
Denise WI really just dropped off the truck. A women told me where to do that and that was the only interaction I had.
Steve MThe truck was clean, but when I got to my location to do the pick-up I discovered there was a busted lock on the back of the 15' truck. I had to find someone with bolt cutters to cut the lock off, which delayed my loading. I wish the staff at the location had caught that before I left with the truck.
Kyle RWhen we rented they back door has been locked with padlock and they didn't give us the key for padlock. Therefore, we couldn't open and couldn't load our packages until road service dispatched. We lost more than 4 hours with additional labor cost. They must reimburse all expenses we had.
KOZO OEverytime I go to u haul at 12th and Washington avenue Shanara is the most pleasant,,well informed,,and cortious woman She has a lot to do with me continuing to use u haul for my job Id gine her 6 stars if it was up to me 😁
michael cI received a parking ticket. I parked across the street, visible to Uhaul customer entrance. If you have parking at this location or are aware of FREE parking while customers use services. Please post or hand out locations for customer parking. Thank you.
Steven Mthe staff was excellent. but they did not hang around but rather gave us the keys and sent us on our way. we had not driven a truck for some time and had a few questions. it would be nice if they were trained to ask if we had any questions before they left.
Jon LDid not receive final receipt, was charged for 3x the quote.
Michael KKeep up the great work 👍🏾
milton bNothing. Well done! Fast, friendly service.
Martin SFree storage until I want cause I got the wrong vehicle for one way
Mary HThis was my first time renting a U-Haul and the experience was great! Easy pickup (Wilmington) and drop-off (Philly). The truck was clean, the gas tank was half full as promised, and the staff at both locations I used were efficient. No hidden fees, all was as promised. I highly recommend to anyone looking to rent a U-Haul.
RYAN TIt was clean but needed a lil bit of work .
breianna sWe found crack pipes and baggies in the truck. This could’ve caused major legal trouble for the employee driving the vehicle. Trucks should be more thoroughly checked.
SALADIER NHad to call customer service because the truck I was given was not what was in the contract. It was changed without anyone telling me and also it did not have any gas in it, there was less than a quarter tank in it.
Comika JDue to just one person scheduled, we had to wait about 10 minutes before we could continue with picking up the truck. The lack of communication when the truck was returned is why the average rating comes in. We were told to wait with the truck upon return, but no one was there to greet us. Additionally, we had to go to the main service counter to alert the employees the truck was returned.
Lora BThe staff onsite were always cordial and helpful.
julia l | Overall ExperienceThank you so much god's blessing's
Rosael DI was charged after I told them I was coming to pick up the storage
raymond j | Overall ExperienceGiven wrong key. App hasn’t worked past 4 rentals due to photo requests. I guess that something that I don’t have the time/interest to correct on my phone blocks camera usage to app. Checkout every time is just leave key in van on street access. Pointed out each time that I am not comfortable with doing that as I am still actively responsible until processed. Found out today, after 4 rentals, that I’m supposed to check out with app, even though it doesn’t work, or I get charged a $20 “convenience” fee! As far as I’m concerned, U-Haul has ripped me off for $80 !!
Gerald MLeft with a truck that had a flat tire had to return it. On further inspecting the vehicle it looked like someone was smoking crack in the back, would be happy to send photos. When I returned the van the person who took the keys from me had their headphones in, I told them I needed to get my bag (she clearly did not hear me) as i opened the passenger side door she almost ran over my foot.
Chris SWe rented a 15' truck for long-haul one way travel. There were 3 employees in the store that appeared to be confused regarding which vehicle to give us. Eventually the truck that we received was very low quality. No air suspension. Manual windows and no blue tooth. The amount of grime that came off the steering wheel was disgusting. For as long as UHaul has been in business, we expected that this company would have updated their vehicles. Most specifically the vehicles used for one way long haul travel. Our physical bodies have yet to recover from all of the vibration on the ride. This is the first, and hopefully last time we will rent with UHaul
Michelle TI was in costumer service for years, under any circumstance I had to show a smile or welcome clients, or maybe it’s just me saying that because I believe all about business, receptionist could put smile on or at least hello , or maybe I’m asking for too much.. thank you..
assem h1. It should be possible to access the facility after 7 pm. 2. The 5th floor was very hot (80 degrees) 3. My unit had pipe running through it that I kept hitting my head on. 4. There is no ramp to get boxes from the van to the entrance. 5. The toilet in the building was overflowing with something disgusting. 6. When the door to my unit was closed, the two holes for the lock didn't line up; had to place firm upward pressure on the door to get them to line up so I could lock the unit.
STEVEN J | First ImpressionsTruck needed to be better maintained was making a lot of squeezing noises. Did not feel safe in vehicle.
Ross CWaited 20 minutes for someone to come out to process return.
Patrick MWas on hold for over 20 min before I hung up. My non counter check in was not in the system Nobody was there to take my return.
Aaron MThe van was dirty when I got it. I’ve used this location before and it was great. Not sure what happened today. But I took the van regardless. Then later in the day after I had everything loaded and I was ready to go to my new home the van did not start. Apparently the battery died and needed to be jump started. Fortunately the counter person, when I got the van, was adamant on telling me about roadside assistance… which now makes sense I guess. This was obviously an older van but I do not feel comfortable knowing there are vans out there with old batteries. I like this location over all but this was a poor experience. I will say roadside assistance was very quick and helpful but the wait did make me late for my drop off time and I really hope this does not get charged to me.
Anthony SThe online ad for storage space was misleading and distressing. The ad said 20x10 for the space - there is a sample space like that in the office. The actual space was 2 seperate units that totaled that space but would not accommodate longer items. I already had a truck and movers so I quickly had to choose a less convenient uhaul location that has NO LIGHTs or electricity inside the units. I will find another business as quickly as possible and not recommend Uhaul. Also I was on hold for over 18 minutes when I called I , and the staff person, while very sweet, was not trained and it took an hour and twenty minutes to get a truck and the storage facility straightened out. It’s seems Like a management issue all around, honestly. Sorry to complain, but you should know
SUSAN M | First ImpressionsEverything wa good except for the move out. Uhaul couldn't seem to get that right. I kept getting notifications about a bill for a storage I moved out of on 1/17/2024. I spoke with two different people at the desk about the move out. Then I was notified about a lein for a storage I was not occupying.
katina m | Overall ExperienceGreat customer service
ronald rThe Storage unit more opening to get to them
ANNAMARIE Na big problem with your return vehicle set up.. this is the second time I have returned a vehicle and there is no one there.. and no one comes.. even though the sign says stay in your vehicle and wait.. both times.. no info and no one comes.. the last thing you need when your tired an d moving and just want to drop the damn truck off.. NOT customer friendly at all.. had to go across the street and ask the surly person there what to do.. they were of little help.. also was not shown my charges.. they said oh we will send you an email with your charges.. I should know what I am being charged before I leave.
Danny JGreat experience- everyone was friendly and the pick-up and return processes went very smoothly.
Lisa PReceived a truck that was disgusting. It appeared that someone was living in it. There were clothes and juice bottles thrown all over the truck. Then there was the smell. Simply horrible. They did finally swap the truck out to one with no gas. My first and last time using this location!
Ikesha FBetter attitude from the weekend morning girl
PATRICK TSend the receipts in pdf format cuz I was unable to view my receipt as it said “no preview available.”
Mary HVery caring and respectful
Mildred EDestiny was an amazing help.
shele s | Overall ExperienceHad a smooth & seamless rental at the location in south Philly (12th & Washington). Excellent team you have there! Everyone was very helpful and knowlegable. Feel like I'm in good hands here
MICHAEL S | First ImpressionsOur van broke down in the middle of a busy street at midnight - when we called roadside assistance they did not come, and we waited until 5 am because they assured us they were coming. Ridiculous, horrible customer service and roadside assistance!
Evan LI've had the need to use U-Haul services in the past. This location ranks significantly higher than the others.
Patrick CMy estimate of mileage was over , which resulted with me paying a little to much.
Stephen PThank you for your service at this location I was treated with so much kind and patience
Vanessa HNot all of the office staff were initially warm and motivated to help—though all did eventually come around after I expressed my sincere gratitude for their help.
BRANDEN S | Overall ExperienceNothing! Customer Service was exceptional. Polite welcoming and fast. Truck was ready and cleaned.
Christina SIf the location changes last minute U-Haul needs to call the customer! U-Haul needs to have a number clearly listed for help with technical issues with the digital check in.
Deborah SThe guy who was in charge of the returned units was incredibly nasty, acted like my presence was upsetting, and just argued with me for nothing. It was literally the worst experience ever
Corey NThe attendant at this location went above and beyond with her customer service skills. She made everything very clear and answered all of my questions.
Lynette AMy 15 ft cargo area was full of water at the end of my drive. The items I was transporting were owned by a client of mine and got wet. Like literally water coming in through the ceiling. My client was very upset and this will directly affect my business. If I can’t trust the equipment it will severely influence my decision as to if I will have to start using another rental company. Please make this right.
Orlando SThe service there was abysmal, got charged additional fees for a vehicle I barely used.
Kenneth TI had a wonderful experience at the South Philadelphia U-haul. Every employee went above and beyond to help me, and were so pleasant and helpful. I am new to Philadelphia and the positive experience I had at this U-haul was so incredibly touching and welcoming. Thank you so much to the entire staff!!
ELIZABETH M | Overall ExperienceGreat experience. All the staff were very friendly and helpful. Very straightforward process and we moved in immediately. Facility is nice, light and feels reasonably safe to access independently. Thanks!
EMILY L | First ImpressionsThe staff was REALLY helpful every time : The first day I went to ask for information. The day I went to reserve the unit. The day I moved in.
Maria D | Overall ExperienceThe Manager was soooooooooooo helpful!!!!
patrice p | First ImpressionsVery friendly and helpful staff
Kevin F | Overall ExperienceConvenient location, clean facility, store with all the supplies you may need and excellent customer service. Every staff member was helpful and courteous, despite the hectic nature of the holidays. Special gratitude to the manager, D. who kindly showed me several units 30 minutes before closing, and patiently answering my questions filtered through days of stress and sleep deprivation. Many thanks!
Kurt B | First ImpressionsManager said I could extend my storage unit by 10 days and would be able to do so online since they could only take cash while the machine was down. Everyone and everything online said I could not do this and that uhaul doesn't offer extending a storage unit and thar id have to pay for a whole extra month of rent. Made multiple trips in person and noone could help me extend my unit and the manager was very hard to find. Management never answers phone even though they keep her number posted everywhere to call for help. I moved out early after trying for 3 weeks to contact the manager that promised I could extend my unit for 10 days. After move out I got a bunch of calls and emails that rent was due. I iniated a move-out on line over a week before the end of my rental.
TRAVIS B | Overall ExperienceShanara Bond is awesome
Michael F | Overall ExperienceEverything was great beside one time I tried to use my card to get in the facility after hours and didn’t work so I had to wait for the next day . Other than that all was fine 👍😊
HAMZA K | Overall ExperienceKeep up the good customer service. That’s what brought me back for use again after 4 years.
ROCHONNE P | First ImpressionsVery friendly team that helped with all questions. Clean and well lit facility!
Anthony B | Overall ExperienceShanara and her staff are all very helpful, courteous, and competent.
NICHOLAS S | Overall ExperienceThis storage building has a major rodent problem. I found out that my cardboard boxes had holes in them, approximately 2-3 inches in diameter. On inspecting, I found rat droppings in all the boxes that had holes. I brought this up with Uhaul staff at the front desk, who assured me they will talk to the manager and get me some credit. I never received a call. An entire week and multiple calls later, I was able to speak with the location manager. At this point, I was too tired to ask for a discount and simple asked for my contract to be terminated. More: When I initially made my reservation on the phone, I was told that my first month’s rent would be waived because I had a truck rental that qualified me. When. I reached the storage location, Uhaul staff told me that this deal did not apply to their location, and they can’t give me first month off. Clearly contradictory with what the support person told me on the phone. I have used Uhaul multiple times, and have always had a good experience. This time, it was difficult every step of the way.
Mohammad A | Overall ExperienceDestiny was awesome. I had a lot of questions and she was patient friendly and super knowledgeable. Sam also helped show us storage units and was so nice and helpful.
ELISABETH W | First ImpressionsDestiny was such a great resource and so helpful! She made what would have been a really hard job easy and pleasant.
Anne H | First ImpressionsMy door code to enter the building after the office closed did not work and the number listed to call if there was problem did not answer or respond back I had a full truck loaded that had to be brought back and unloaded and I lost a lot of time and heavy lifting. Other then that it was a good experience, good staff, wry clean
CHRISTOPHER R | Overall ExperienceBad customer service..Bad all around
howard j | Overall ExperienceI recently visited my unit and several items was missing...that's not Good
howard j | First ImpressionsI was well taken care of by Destiny
Christine W | Overall ExperienceDestiny and Shanara have provided superior customer service and problem-solving. They are an asset to u-haul.
Benjamin J | Overall ExperienceSuper easy to use and the staff was great!
ALLISON Y | Overall ExperienceThe office staff is horrible long lines and always have an attitude
Lancess W | Overall Experiencefound roaches and mouse poop in my belongings. staff were kind and helpful though
JULIANNA R | Overall ExperienceExcellent customer service well appreciated !!
Karell T | First ImpressionsStaff at the facility were very professional and helpful and went out of their way to make sure I was able to find the unit and resolve any concerns.
marvin b | Overall ExperienceThank you to Mr. Sam and Destiny at the location I am in were very helpful. I appreciate that they remember me and follow-up in conversations that we've previously had.
Bonnie M | First ImpressionsMy locker was in a building I didn't have access to I Make phone calls to the manager All night and could not get in touch with anyone I pressed a button for help no help and if it wasn't for good Customer giving me access and helping me. I would not have gotten it done.
Gary B | First ImpressionsReally enjoyed using your space and your staff as always been helpful and cordial.
suzanne b | Overall ExperienceMy only complaint about this UHAUL facility was location. The first day we arrived the immediate area was soooo congested with trucks. Road was block, people blowing horns, yelling at each other. I've been back a few times and had to have a friend keep driving around the block because of no available parking. Only once was I able to get a parking spot. For this reason we removed our items and closed our account. Employees were great- friendly and very helpful.
Regina A | Overall ExperienceOur experience was fine. We may considered another storage facility in the future because of price. We thought the monthly cost was high.
Mary B | Overall ExperienceI was happy wit everything in destiny did a good job
Christine W | First ImpressionsI recently used U-Haul South Philadelphia Self-Storage, and I couldn't be happier with the service I received. Destiny Wooten, the manager, and her team were extremely professional and personable. They went above and beyond to ensure that my storage needs were met. The facility itself is always clean and well-maintained, which gave me peace of mind about storing my belongings there. The entire process, from booking to accessing my unit, was seamless and hassle-free. I highly recommend U-Haul South Philadelphia self-storage to anyone in need of reliable and top-notch storage solutions.
ANTONIO W | Overall ExperienceThe retreat I’ve who helped was amazing and she was so kind. Will decide come to this location only for business. The staff is very professional and helpful.
Tae B | Overall ExperienceEveryone was super helpful with move-in!
Anthony B | First ImpressionsDestiny was incredible - very fast, very friendly, very accommodating. Lucky to have had her help me.
Jack F | First ImpressionsDestiny was awesome
Michael F | First ImpressionsExcellent service. Person on desk was really helpful and welcoming. Would recommend
Adilshareef M | First ImpressionsShe told me I get 2 months with 1 month free wasn't true. It caused me alot of inconvenience they locked me out. Atleast 2 times each month a different statement saying I owe money each was a different amount. I was nervous for 2 months because of you guys. I would never advise anyone to go here. I have all the proof
jamie p | Overall ExperienceProblem accessing storage facility on a holiday. Access doors locked before closing time posted on12th St. Called 800 # but agents unable to resolve. Finally walked around building to discover unknown access on Washington Ave but stairs made it difficult to remove storage contents. Office staff very helpful in resolving issue.
THOMAS B | Overall ExperienceDestiny at the S12th St Philly complex was fabulous . She was friendly, efficient and extremely helpful. U-Haul needs more like her!
Kevin F | First ImpressionsThese days when someone working in customer service goes way above and beyond the requirements of her or his job and s/he is actually super helpful and super nice, that person deserves to be recognized. Destiny who works at the Washington Ave Philadelphia location is one such uhaul employee. Because she turned a uhaul experience from which I did not expect much into a pleasant experience, I am hoping that management is paying attention to reviews such as mine.
Benjamin J | First ImpressionsDestiny the manager was amazing. Very helpful and friendly.
Edward G | First ImpressionsThe manager was very nice
Joanne T | First ImpressionsI didn’t catch her name, but the young woman who checked me in for my van rental and storage unit was EXTREMELY pleasant and helpful. She was cheerful, personable, and competent. I was a bit stressed with all the logistics of my move, and dealing with her put me at ease and provided a bright spot in my hectic day. Please express to her my gratitude and recognize her great work!
JOHN H | First ImpressionsWe had a pleasant experience with Ms Destiny, the storage manager and other staff personnel.
Lisa W | First ImpressionsEmployees were very kind and helpful! They helped me park the van and were very understanding of my situation. Much appreciated.
Colby C | First ImpressionsOne move in cart! One! And we asked for another to be found and they said that was all they had. We had to move things without a cart!
Mary E | Online Move InVery clean place
Sandra F | First ImpressionsMiriam was super helpful
Jacqueline R | First ImpressionsAdvertises dumpster rental and then told me they didn’t have a dumpster. Called me 1/2hour after my checkout and told me the door on my storage bin was open and the alarm kept going off. And it was annoying them.
ANTHONY D | Overall ExperienceI answered yes to question #2 as two of the three employees were very professional. Unfortunately, the young lady who was at the desk when I arrived to get my storage unit was extremely rude and unprofessional. I greeted her with hi, how are you to which she gave no response at all. I repeated it thinking maybe she did not hear me and she replied “what do you want”. She cleanly did not want to exchange pleasantries. As Tiffany was assisting me I could her the other young lady answering phones and was taken aback by how rude and unprofessional she was to everyone. I work in the service industry and have seldom taken the time to give such feedback. It was very unlike any other experience I have had with U-haul.
TIMOTHY P | First ImpressionsI was helped and the employees were excellent. Pay everyone more please!!
LIONEL F | First Impressionsthe ventilation system was dripping. thank god it dripped into my cleaning supplies and bucket so it did not damage my other valuable goods. and it was super pricey, over $150 per month. the price increased every year. i do not think my stuff is worth that value if i am storing it for 2 yrs. should have shipped it to my friend's place.
POLAI L | Overall ExperiencePeople are helpful
Steven H | First ImpressionsThe staff were great and patient with everyone who came in while I was there
raymond f | Overall ExperienceThe move in was great. The staff was helpful and friendly.
priscilla k | First ImpressionsNever had any issues, place was always clean and dry and a comfortable temperature and all my stuff came out the same as I put it in, so no complaints. Move-in and move-out both went smoothly. The only thing was maybe you could post some instructions in the cargo elevator? do i need to swipe my card before I hit any buttons, or does it just take a few minutes to start no matter what? Maybe I'm dense but it always took some trial and error and waiting to get it going.
Caroline S | Overall ExperienceThe lady (Sorry, I forgot her name!!) who got everything set up was super friendly and helpful. Sam, who showed me the unit was extremely friendly and helpful. Thank you for making a stressful time a little easier.
Kathrine M | First ImpressionsThe staff that waited on me was not helpful couldn’t answer any of my questions she was very unprofessional. That’s why I gave a rating for below average. She was rude. The storage space it self was clean.
CRYSTAL C | First ImpressionsEverything at facility was good. The only issue I have is with Uhaul misleading me in the beginning that I would have one month storage free with the truck rental but they said I wasn’t eligible for some reason when I returned truck. . Which was disappointing because that’s not what I was originally told by U Haul on line. But as for the facility everything was great with storage! Would use again.
Karla S | Overall ExperienceThe actual storage facility was fine, but the customer service was horrible. Will not be using uhaul storage facilities again.
Allison F | Overall ExperienceElevator broke down at an inconvenient time and hvac needed some maintenance. Staff was excellent.
Nicholas S | Overall ExperienceOnly issue was price, rate increased after only one month by a substantial %.
John Y | Overall ExperienceWent above and beyond for my move. Easy access and process. Neat,clean and kept facilities.
Domelia D | Overall ExperienceTiffany is a great manager. Her customer service was welcoming and friendly and very sold from beginning and end of the end
Hason T | First ImpressionsTiffany the storage manager was great and very helpful in resolving my issue. However the other staff working there were goofing around and couldn’t assist customers because they didn’t have a drawer expecting Tiffany to stop assisting me to ring them up. Really annoyed that with the amount of money you charge for storage that the unit was leaking and caused me about $1500 in damages and lose irresplaceable items. Such and pictures and handmade art. I had to spend an entire weekend moving units only to find that I am being charged a higher price and with all of this being said I only get one month free Trust me, once I find time I will be finding another more professional establishment.
Joshua K | First ImpressionsThe representative who helped me was very professional.
Ellen K | First ImpressionsIt would be helpful if the units were available for longer. Even accessible 24hrs
Thomas W | Overall ExperienceEveryone was very professional .....
melvin m | Overall ExperienceI mistakingly left my unit lock not completely closed and my unit was ransacked and my 19 in. TV f lat screen was stolen I be was notified by the storage manager that my unit was not secure . I asked to speak with corporate to know avail.
barnita h | Overall Experiencei never felt welcome, the manager always activated my anxiety and bad nerves every time i visited
Roman S | Overall ExperienceEverything was a okay
melvin m | First ImpressionsI had a 5x8 storage unit. When I first started renting it years ago, uhaul gave me a deal on it because there was a giant brick pillar going through the unit that ate up at least 200 cubic feet. At the time I paid less than $100 per month. I finally moved out of the space because they continued to raise the price until most recently I was paying almost $140 per month. I thought it was messed up considering the circumstances. Furthermore the facility didn’t even have a freight elevator. It was a complete pain to move anything bigger than boxes to the 3rd floor where my unit was. Despite all this, the employees at this facility were really nice and helpful, especially once when my lock jammed badly. If you decide to do business with the uhaul devil, these folks will take care of you as best they can.
CHARLES P | Overall ExperienceTiffany is so helpful and made my experience so much better!
Rachel A | Overall ExperienceFriendly staff!!!
JOHN B | First ImpressionsGreat facility, manager was very helpful to get everything set up and moving in was smooth.
Benjamin K | Overall ExperienceThank You!!
Sarah S | Overall ExperienceBoth young ladies were very helpful and nice.
Gerard M | First ImpressionsStaff was friendly and helpful Easy process both facility and Van extremely clean
PAMELA J | Overall ExperienceTiffany, who helped me out was excellent. She was helpful and worked with me to find the right storage solution.
Greg J | First Impressionshard-working group, especially all of those days over the holiday weekend.
Eric L | Overall ExperienceI had thought that the unit I reserved was in a 24/7 access building, but it turns out there are two buildings and the only unit available is not 24/7 access. I use a keypad to enter and don't have to interact with a human to access the unit, so I'm not sure why the hours need to be restricted, but it was literally my only option so I had to take it. All in all I'm very pleased with the unit and the services, the manager that assisted me was extremely helpful and nice. Definitely a great option for accessible storage in the city!
Philip S | First ImpressionsA family member was able to change the email on my \ deceased uncle account and was able to gain access to my storage unit without my permission. and stole over 8k with of items without my consent. When I payed the overdue amount and cleaned out the storage and saw her info instead of mines. I was puzzled. the relative name or anything to give her access was not listed on the account at all. WORST PART IS I WILL NEVER GET THOSE ITEMS BACK AND IT WILL BE HARD TO TAKE HER TO COURT DUE TO UHAL EMPLOYEE NOT TAKING THE RIGHT PRECAUTIONS.
Reignald A | Overall ExperienceThe facility looks a little grungy, but Tiffany (the storage manager) was incredible and went out of her way to make me feel safe and find me a unit! She’s amazing.
Rachel A | First ImpressionsAll the staff I worked with were very helpful and friendly, and the service was efficient.
Margaret L | First ImpressionsVery helpful and friendly staff.
Miles D | First ImpressionsStaff made the process painless. Quick, clear and efficient. So glad I came here.
Jaina L | First ImpressionsThe staff was helpful and courteous.
Yvone M | First ImpressionsGood evening, I just was sharing my experience with my hairdresser today . Telling her thankful I was that for the length of time that my belongings were in storage . How grateful I am that my things where still in great condition. And that I would Recommend U-Haul to my family members and friends if they ever needed storage space. And how we feel like we where family, because if the length of time I use storage with U-Haul . Thank you again.
donyae t | Overall ExperiencePrice can be lower.
foster m | First ImpressionsI needed a storage unit same day and was able to secure a unit at this facility quickly and easily. I appreciated the hospitality from the women at the front desk. They were great and answered my questions. One of the women walked me to the unit across the street which I really appreciated. I was able to rent a unit on the ground floor which made move-in so much faster. I will recommend this location in the future. Thank you!
Jessica B | First ImpressionsGreat
vernon p | First ImpressionsI found out after I was there that the access hrs were now limited to only business hrs, which is different from the website. Otherwise, the staff was friendly and helpful.
Gretchen W | First ImpressionsBeing able to access the storage unit 24/7 would be a lot better for my schedule
Lauren P | First ImpressionsCustomer service is HORRIBLE and the spaces are way too expensive
Maeve H | Overall ExperienceShannon, the storage manager is a stellar employee! She went above & beyond for me during the most difficult year of my life! She is an asset to the UHAUL corp. and sets an example for everything you’d want in an employee, especially at a managerial level.
gina a | Overall ExperienceThe room and price is not the same as I reserved with Jesse
Mary R | First ImpressionsThe bathroom stay dirty (NOT IN THE OFFICE BUILDING SIDE BUT ON THE BUILDING SIDE NEXT TO THE LOT CLOSES TO 13TH STREET SIDE.
joseph b | First ImpressionsThe staff was great!! Very helpful & patient. The woman manager & her assistant, I can’t remember their names at this moment, we’re amazing & I will recommend this uhaul to my family & friends, every time! Thank you!
sade d | First ImpressionsThe facility is wonderful no doubt due to the manager, Andrew Curry, and the team he developes. He creates a friendly environment and ensures every customers' experience is positive.
Forest H | Overall ExperienceAll the personnel were very knowledgeable & helpful.
catherine m | Overall ExperienceMy unit was broken into and the management had no empathy what so ever when contacted. No effort what so ever to assist with the burglary. I thought the building was secure with few cameras, and code set up building but I was wrong.
iram g | Overall ExperiencePretty positive overall experience. Strong possibility that people are living in the facility overnight as - multiple times - I encountered people on the main floor after normal hours who were charging their phones, not moving things in or out & just generally not doing anything you would expect someone to do in a storage facility.
micheal t | Overall ExperienceThe only thing that was a headache was the closing of the account. After we met with the agent to close the account (11/17) we continued to get notices for invoicing and late notices from Uhaul because the on site staff hadn’t inspected the unit. I had to call two times to get this resolved and finally the unit was inspected and closed out in your system. Not a great final impression.
John K | Overall ExperienceCustomer service was horrible. I ask for receipt I was told they don't print receipt and I would receive an email. When I search email for receipt there was no email. I visited the 10th and Washington location to close out storage unit that I never use and didn't receive close out email confirmation and worse a bill was send to my emergency contact stated I owe for storage. I took lock off the storage unit in the same month I purchase unit because I didn't need the storage unit after all.
Patricia M | Overall ExperienceClean, easy access, secure, but office staff, although were efficient, weren't friendly. ALSO, IN VIOLATION OF THE CITY ORDIANCE, NO CUSTOMER, VISITOR, OR EMPLOYEE WORE MASKS IN THE OFFICE OR IN THE STORAGE AREAS.
HARVEY S | Overall ExperienceWhen I purchase the storage unit it came with elevator services I had to catch a flight and store my property this was a nightmare as I had to rent a truck for nothing I had to carry heavy items up 4 flights of stairs this was super inconvenience back hurts and staff no help
Shakia P | First ImpressionsI was advised via phone that my unit was free for 30 days. When I arrived, the person assisting me advised that they only do 30 days free for one-way truck rentals. I told her that uhaul rep who helped me did not say that. I was then escorted to my unit through a facility that was filthy.
Crystal B | First ImpressionsYour service is excellent 👍
Wayne T | First ImpressionsI am very disappointed in UHaul, this facility and the false advertising. I am also disappointed with this facilities inability to be loyal to its long-time customers. My parents have had a storage unit at this facility for over 10 years. I need a smaller unit now and I reserved one online. It never said the unit was obstructed online but when I was shown the unit in person there was a HUGE column right in the middle of the unit!! This unit is un-useable. Such false advertising and so I ended up having to purchase a much more expensive one and no one was willing to give me a discount since I was expecting to be paying the price of the falsely advertised unit. Also, there is even further false advertising online when it said I qualified for one free month of storage but when we came to pick up the truck, we were told that that does not apply to this facility. Again, no one was willing to honor what we saw online (and I have printed proof of the advertising). We tried to resolve these conflicts by asking for a manager but we were told that the man who manages this facility would not help us out. Once I am able to stop using this facility, I will.
Andrea S | First ImpressionsPrice to high
SHAWNE W | Overall ExperienceThe folks at the front desk are awesome!
Santanu S | First ImpressionsStorage unit they tried to give me was a mess, not climate controlled or prepared for a new customer. Then they tried to give me two separate 5x10 units though a I reserved one 10x10. Took me an hour and fifteen minutes to get storage unit check-in situated and am being charged $15 more per month for my unit than what I had reserved. Truck return was unsatisfactory, being charged $13+ for fuel though the gas gauge did not move I have proof of only putting two miles on the vehicle.
MURPHEE M | First ImpressionsDid not get email confirmation of check out. Had to call 3 days later to get it emailed to me
Robin W | Overall ExperienceMore parking would be a great improvement!
Kenneth B | Overall ExperienceMORE THAN WHAT I EXPECTED, I'M THRILLED TO HAVE MY BELONGINGS IN THIS SAFE, SECURED, WELL LIT PLACE. THANK YOU.
Stephen B | First ImpressionsWas not able to honor my the free month of storage rental after renting a one way truck. Staff was more occupied enjoying each other than helping customers. The process of getting your storage access and filling the unit and payment was all very inefficient. However one employee did help me change my storage unit very easily however that seemed to mess up my check out process because my unit was never closed out and I was almost charged for the next month and a late fee.
Clarkson P | Overall ExperienceService elevator was broken on the day of my move out. The staff acted like it wasn’t a big deal and told me that i’d have to wait a few hours up to a few days if I wanted to use it. Had to pay the movers extra $200 for the inconvenience
Zorbey C | Overall ExperienceThe day I was moving out the freight elevator stopped working. I had hired movers and had to pay them at least an hours more work because of that. My attempts to get a refund with the storage facility staff and customer service was time consuming and to no avail. Additionally, when I closed out my storage unit the staff did not close it out, I called several days later and they assured me I was all set. When I called about a different issue a week later they told me my unit was still active. If I had autopay set up I would have been charged for another month a week after I closed out. Overall a very poor experience and I will not be using UHaul again and directing my friends elsewhere as well.
Arden J | Overall ExperienceYour employees ripped me off with my truck rental. I will not use uhaul again.
Dena U | Overall ExperienceThere typically were insufficient flat carts available for the number of people in the facility at any one time. Several trips I needed to wait until someone freed up a cart. Perhaps an employee could be assigned a task to ensure that at least 4-5 carts are always available.
Linda K | Overall ExperienceThis is my favorite U-Haul facility. Friendly team, clean building, great location. Thanks for making this a great location!
Douglas M | Overall ExperienceI spent over an hour trying to check in for my storage unit reserved 5 weeks ago. I was shown a unit completely different than what I reserved online and was subsequently told the unit I reserved online did not exist. I was forced to take the unit given due to an impending move. The staff was unable to provide an access card as the “system was down” so I was forced to come back to get an access card. Horrible experience and an example of blatantly deceptive and predatory business practices.
Holland S | First ImpressionsDisappointing customer service. The facility was fine. Clerks had bad attitudes...not customer friendly. Slow service. Waited in line for 30 minutes even though there were only 4 people in front of us. After they were done with a customer, they would delay waiting on the next customer. Get new staff!!!
Deborah M | Overall ExperienceIt took us a whole hour to get situated, between waiting for someone to take us to the unit, then having to go back to sign the contract and pay, waiting some more time before someone could do that for us, bouncing between different computers as they figured stuff out. Staff were friendly, but the procedure is atrocious, and that’s the fault of management.
JASON S | First ImpressionsGreat Service
biruk t | First ImpressionsGreat Staff, excellent service, friendly atmosphere
SCOTT A | Overall ExperienceI would like for the company once the person clean out there unit and pay there last bill for them to take them out of there system and not call them every month after telling them to pay for there unit other than that it was good
Beulah P | Overall ExperienceI never stored anything because the location of the unit was too dark & isolated. I’d never feel safe using it. Even during the day.
Shawna H | Overall ExperienceThe front desk people were very nice and friendly. When we returned the truck to the return area the people there were not the nicest.
tanner K | First ImpressionsFix your online system to show what units are actually available
Kathleen W | First ImpressionsThe staff was friendly but not the most knowledgeable when we checked in. When we closed out our account we still got a bill two weeks later but it was corrected when I emailed. The facility was clean, secure and convenient.
Krista H | Overall ExperienceOnly one issue. Everytime I tried to pay on line, could not do. Even when I was told a couple of times that I would have access.
Anthony c | Overall ExperienceI’ve had my items stored at this location for years. Unfortunately, when I recently went to take stuff out of my unit I found people camping outside of it. I reported this to the staff, who did not seem to concerned but assured me the people would be removed. When I went back the next day, my lock had attempted to be broken and I could not get the key in. Again, staff did not seem concerned about the attempted break in. I was told they’d look at security footage, but never received any follow up. In speaking with the manager, Andrew, this situation seemed more like a nuisance to him that a real problem that people were living in his building and attempting to break in to units. I moved my stuff out ASAP and will never ever store there again, nor will I recommend this location to anyone. Stay away!!
Erin P | Overall ExperienceThis U-Haul location seems to have a significant rodent problem. We found many (at least 50 if not more) rodent droppings on our stuff when we moved out. In addition, when we were all moved out of the storage unit I got verbal confirmation from the clerk that I was all set and that we'd get a confirmation email within a few hours. This did not happen and 2 days later they attempted to hit us with an additional month's payment and a late fee. While I was able to revert these charges after coming back in, I worry that this may be a deliberate attempt to get additional money out of clients. This location was also not willing to give us the 1-month free U-Haul promotion at first and we only got it after lengthy phone calls with customer service. So far, the vast majority of my interaction (3 related to truck rentals and 2 related to a storage unit) with U-Haul has been disappointing as their lack of incompetency has surprised me in a different manner every time - I really ought to learn my lesson..
Sebastian S | Overall ExperienceI'm looking forward to storing my things.
Melvyn M | First ImpressionsMy son Charles Pitts, passed away on April 10, 2021 and did not get a chance to take advantage of the storage facility. I am his mom Lena, who had to remove his things from the storage unit with the help of my daughter, Sandra. My daughter interacted with the young lady manager who seemed very nice to her. Sorry we've forgotten her name.
Charles P | Overall ExperiencePlease note: actual move out date and closure of account was on May 11, 2021. Not June 4. All late fees were incorrect and should be removed.
Frank d | Overall ExperienceSmooth running operation. Every was prompt, friendly, and helpful. Checked in quickly, saw the unit, and started loading!
EUGENE B | First ImpressionsThank you for your support and professionalism
PAUL C | Overall ExperienceThe people working when we came were solving problems left and right, with a positive attitude.
Julie B | First ImpressionsThe facility was very excellent I was very pleased over all the staff was very helpful and supportive in every way Thank you for being there for me I will miss the staff and location Be blessed........
melvin m | Overall ExperiencePlace is always clean. Staff is pretty fast with service
Todd J | First ImpressionsDuring the drive-over (One-Way from Ithaca to Philadelphia) we had gotten confirmation that while we couldn't drop off our U-Haul trailer at this Philadelphia location, we could still store our things here and then drop it off at the next Philadelphia location. We got oral confirmation from both locations that the 1-month free storage promotion that U-Haul was advertising for all one-ways applied. After we arrived, we got a quick walkthrough by one of the store clerks of the storage unit we'd be using and got another oral confirmation of the promotion from her. But then, as we were about to sign the contract, the other store clerk denied that the promotion applied and that any oral confirmation had occurred. At this point we had already partially unloaded. After a long period of time (about 1 hour), we finally got U-Haul customer service to reach the location's manager who confirmed that the promotion obviously applied thereby resolving our dispute. We have no idea why the other clerks were so adamant that it didn't apply. Were they attempting to use the time constraint and our partially unloaded stuff as leverage to hold us up and force us to just sign and pay? We will never know, but their rude demeanor about us just wanting to resolve the situation was unacceptable. This long delay forced us to rush as fast as we could with the unloading process (and the delivery of the trailer to the other U-Haul location since this one didn't accept any for some reasons) to finish everything before the storage doors closed at 5pm. An absolute nightmare that could have easily been avoided. We are hopeful that the eventual move-out will be less awful.
SEBASTIAN S | First ImpressionsYour staff were very professional, helpful and a pleasure to deal with.
AARON P | Overall ExperienceThe only issue we had was that they were out of disc locks.
Krista H | First ImpressionsT,he staff were very professional, helpful, and knowledgeable. We will gladly recommend your facility.
AARON P | First ImpressionsIt was a convenient location, great service, and safe. I needed to store my stuff longer than anticipated (20 months) but it was a great experience.
Najah B | Overall ExperienceStaff was great
Preston W | Overall ExperienceThe staff was very kind and frequently helpful. The issues include climate control was not maintained, a temperature monitor reported many incidents of it being over 100degrees. My belongings went in without bugs or rodents and were infested with both on pick up. The floor is uneven bumpy and rough like planks it causes everything to fall of your cart due to extreme vibration. There is non existent signage to find locker numbers. The square footage of storage units is inaccurate due to pipes & ductwork using air space. The hallway overhead clearance is too low.
Jerry C | Overall ExperienceThis was by far the worst experience ever. If you care to know feel free t set up a call as it is too long to type!
Tanya G | Overall ExperienceCame to check out with my preordered unit. The guy at the desk wasn’t wearing his mask over his nose or mouth the entire time I was there. Went to look at unit and it was dirty, had an open roof with spots clearly showing where someone had broken in, then the really lovely lady showed us two more units but the first the entire floor smelled like smoke and I ended up going with the second which is so much smaller than the one I booked.
JANA H | First ImpressionsU-haul storage is/was a safe haven, to store, & secure my belongings, allowing me to concentrate on other pressing matters, their timing, & staff was kind, considerate, courteous, & helpful making it extremely easy to access my belongings! Thank you u-haul, happy holidays, & many more!
gregory j | Overall ExperienceI reserved this storage a month ago and I get there to check in and they tell me the one i reserved is gone. The girl said this is a request not a reservation. What kind of statement is that? Unacceptable. It took them a long time and process to find another storage unit for me. If I didn't really need it I would have gone elsewhere.
Tanya G | First ImpressionsTHE STAFF WAS VERY NICE& HELPFUL!
gina c | First ImpressionsI was still billed after I ended my rental and had to call to ask for a refund.
Joseph K | Overall ExperienceThe staff at this location are awful, hands down the worst I’ve ever seen. The actual storage unit had a water leak that ruined our art work, and even though we purchased the insurance, it didn’t cover it. No one ever attempted to help us figure it out or make it right. The GM of the location never returned our calls for assistance nor is he even present to help his team. Such an awful experience all around.
Joseph S | Overall ExperienceN/A
Mallory H | First ImpressionsWas disappointed we did not get the free month, even though we bought supplies, rented a storage unit and a van.
HARVEY S | First ImpressionsThe entry system is a bit confusing. The website reservation is misleading. What's the point of setting up an electronics paperwork-less reservation when you have to go over almost everything and fill out forms at the store. When I signed up, the system said that the first month rental is free only to be charged for the first month because, as the indifferent rep at the counter said, "you have to return a truck to that location in order to qualify." I've given UHaul a lot of business in the last 18 months with 8 or so truck and trailer rentals and two other storage units (which I'm consolidating into this new Philly unit.). I think I deserve that free month.
Alanscott B | First ImpressionsWell, in the beginning one of the lady staff said there’s a 24-hour access to the facility. And it’s working fine for the first ten days or so. Then there’s an extremely unprofessional male took that 24 hours access away from my account out of racial discrimination and hated crime (from the very first around 25 mins after when I’m finished sign up) and even bull shot about, there’s no 24 hours access in the building. BUT I’M ALREADY ACCESS over serval time after hour.
RICKY L | Overall ExperienceI had hoped to buy my childhood home in the Bella Vista area and was keeping my Mom and Dad's furniture to place in that home. However, that hasn't happened as yet. Until then I guess I will have to keep it in storage. It is costly; however, I want to preserve the history of my family.
Concetta A | First ImpressionsNone what so ever.
anderson c | First ImpressionsI was really happy that when I closed one of the units but kept the other, somehow I accidentally got charged for another month on the one I closed, but before I even noticed that it happened someone from Uhaul called me to apologize and let me know they were refunding me. I love that they took the initiative to get in touch with me before I had to. It made me feel like they were on top of it and trustworthy.
maria y | Overall ExperienceRashonda the customer representative was very helpful her explanation of how everything works was clear and very understandable 👍👍
sheila h | First ImpressionsConvenient location, excellent services and staff
Curtis P | Overall ExperienceI'm happy to report that my encounters with the the staff and, in particular, Andrew Curry, were exceptional customer service, a rarity these days. Because my storage space was in Philadelphia and I now reside in Memphis, TN, I reached out often by email about questions regarding the protocol for moving in and out in response to the pandemic. Happily, I always received replies in a professional, supportive and timely mannner. BRAVO!
Thomas C | Overall ExperienceMy only issue and reason not 5 stars is the local phone number rings too long and then you get put on hold for 10-15 minutes. I live 9 blocks away so I get frustrated and I just walk over.
Demeriese V | Overall ExperienceI tried many times to resolve the theft that occured there and they said they would help but when asked for video surveillance they had numerous excuses for why they would not allow. I also tried calling and emailing and many times went without responding. One would think that they are safe with all the advertising and promises they make with it being twice the protection because of it being an indoor locked facility and 24hr video surveillance. Do not be deceived! Yes they have prime location for the city so it is convenient and they make you utilize their lock but the units themselves have ways to be broken into and I was not the only one to unfortunately discover this.
alexis b | Overall ExperienceThis facility doesn't even deserve one star, which is the lowest rating possible. If it were possible to give a negative star rating, I would. They offer a false sense of security. Their posted claims to have 24/7 video security is misleading and proven to be false. Our storage unit was burglarized and we lost several thousands of dollars of personal property that is not replaceable. When we discovered this, we also found out from the Philadelphia Police Department that theft at this facility is an ongoing weekly occurrence. The general manager was complacent and offered us no resolution to our unit that was damaged and left unsecured even after it was brought to their attention. Additionally, there are staff members working there that know these issues are happening and no customers are being notified that their property is at risk. The general manager and staff is willfully and deliberately neglectful to the point where there are people living in the building and coming and going without proper access. I do not recommend this Uhaul to anyone. If you have your things there, you should immediately remove them.
janette s | Overall ExperienceAbsolutely horrible experience. Uhaul's website should not allow you to set a preferred location in Center City Philly (12th & Washington & N 13th Street) for a 26 foot truck if they never them at those facilities. The staff was rude and not helpful and the customer service wait time on the phone was over 35 minutes. Absolutely horrible experience finding out 2 days before you move the truck is in Bensalem PA when you live in Center City.
RYAN D | Overall ExperienceStorage location was fine but not easily accessible, maybe due to COVID19 issues. However, front desk staff were at times, rather infuriating to deal with. Their refusal to speak in a clear and loud enough voice, since we wear masks this becomes a necessity, was an avoidable obstacle they chose not to surmount, which prolonged interactions unnecessarily.
Rolando J | Overall ExperienceI cancelled my storage unit in person on 7/31 and received a call from an U-Haul employee on 8/3 to confirm my move-out. On 8/17 I was charged for another month of storage. I contacted customer service and they said they would reach out to the manager about cancelling and refunding the month. All I received was a notice it was cancelled and then a request to do a survey. I am still waiting on my refund. Reading other recent reviews it would appear that this has happened to multiple people and that the in person staff do not know how to process a cancellation correctly. I would NOT recommend this place to anyone unless they want to pay for something after they have cancelled.
Michael R | Overall ExperienceThe only unit available did not have a ceiling, only a wire mesh covering which necessitated a rat bait station in the corner (this is center city philadelphia). I moved my things out just two weeks later and asked the front desk staff to come look and verify it was cleaned out. They said they would do it later & send close out receipt that day. This did not happen. Four days later I received an automatic reminder that payment would be due in 10 days so I called and asked them to please close out the unit and contract. I was told they would do this within ten minutes and I would get an email confirmation. Still did not happen. When I called back that afternoon I could hear the phone was picked up and without someone even saying “Uhaul. Will you please hold?’, I was instantly placed on hold, After waiting for 20 minutes,, I gave up, hung up, and called back. Same thing happened. I never had a chance to even get a worker on the line and after several tries I gave up. I then went onto my online account and saw that I could close out my account myself with a few pictures of the cleaned out unit, something I wish a staff member had told me the day I moved out. But I was out of town at that point (taking daughter to college) and taking empty unit photos was not possible. I gave up on calling that day and tried the next morning. The same thing happened, instantly placed on hold. Gave up again and tried the afternoon, hoping for a staff shift. Finally, I reached a person. Within the hour I received a confirmation. Besides the inability to manage the phone with proper politeness, the staff at this UHaul location could use more training in Interpersonal skills. I watched multiple customer exchanges where the front desk staff just looked like they hated their jobs. On the positive side, I have also rented trucks and vans from this location and the outdoor staff is fantastic!
CECILIA W | Overall ExperienceElevators didn’t work consistently causing long waits while staff reset system. I actually vacated the unit in July and notified the staff. They said they would check the unit and close my account. This says I vacated August 6. I received a late fee notification; poor administration of detail.
John M | Overall ExperienceThe rates are a bit on the expensive side but we had an Excellent experience with the facility overall
Robert T | Overall ExperienceThe staff in the office were amazing and went above and beyond in making my experience great. Shannon in particular was very helpful with my storage reservation and making sure we were comfortable storing my items at this location. However, the staff who worked with the trucks and in the storage areas largely did not wear masks, which was very concerning to me.
Steven O | Overall ExperienceThe storage unit was convenient and access in and out was easy. I want to give a shout out to Marlo who was super friendly, helpful, and went above and beyond to assist us two different times. The staff in the office also did a good job. My only complaint is that the building was a little run down and the floor of unit in particular was old and rundown. Also, after we moved out we got a notice of late fee for nonpayment.
lori s | Overall ExperienceThe store employees were excellent it was the customer care rep that I talked to after hours that needed more training on customer interaction
Latosha C | Overall ExperienceWhile the facilities were clean and well lit, keeping my belongings safe between moves, there are very few dollies to assist with moving in/out of units & I would HIGHLY recommend AGAINST using their auto-pay option. I opted in the first day I got my storage unit, then was dinged with a late fee when their system didn’t recognize my account as auto-pay the next month. After I called and explained and had signed auto-pay paperwork on day 1, the late fee was not refunded. Secondly, when I moved out of my unit (including checking in with the front office to tell them of my move-out and being assured i would not be charged for the next month), I was indeed charged for the next month. That will be refunded but will not be back in my account until processed by my credit card company. Although the customer reps I spoke to were very helpful and kind in attempting to resolve these issues and I’m not sure if this speaks more to Uhauls system in general. Overall, both ends of this experience were disappointing and frustrating, especially in the middle of a pandemic when many peoples incomes have been affected and the storage unit i needed was over $150/month.
Sarah G | Overall ExperienceAll the employees were very helpful to me and they have good manners as well. I would definitely recommend this U-Haul location to a friend of mine .
Guybenson V | Overall ExperienceTHEY WEREN'T EVEN WEARING MASKS! There are clearly too many tech systems to count and if you put all of the store associates together they still wouldn't be able to solve problems. It took me 3 visits to be properly moved in. Every time they were concerned that someone took all of my stuff OUT of the unit and left it? Terrifying. I was in an emergency situation but as soon as I'm settled I'm moving to a different provider.
Alexandra S | First ImpressionsThumbs up for a very friendly professional staff
robert h | Overall ExperienceAlthough it was not the smoothest process and I had to come back four times to get the unit that I wanted, the staff was great. The young lady who finally got me the correct unit, and I apologize for not remembering her name, was extraordinary. She went above and beyond and was very patient with me. If there is any way to let her know what great customer service she provided, I would much appreciate it.
Lisa S | First ImpressionsThe young ladies at the front desk and the gentleman who numbered the storage unit were all so incredibly friendly and welcoming. Taylor showed us the unit and explained everything thoroughly to us. The venue was clean and we were satisfied with selecting this facility. Thank you, all!
Caylah T | First ImpressionsMarla is the best! Without any prompting, she helped me move into the loading dock and even helped me with my large and awkward mattress. Really above and beyond! Tell her daughter best wishes for her graduation. -Sean McSpadden
Sean M | First ImpressionsWe showed up and the systems were down with no communication form the staff on when or if it would come back online, a system which was required to even assign me a unit that I requested online several weeks prior. No fault on the staff on the tech issue, but in addition to the two hour delay I was assigned a unit on the basement level when I explicitly reserved a street level unit. Lots of intermittent issues with keycards not working. I'm glad I only need to go to this place twice...
Joseph M | First ImpressionsStaff was great to me Thank you
ROBERT D | Overall ExperienceThe woman taking care of me had no clue how the system worked, and it took over 45 minutes to find my reservation and get all the paperwork set. she double charged me for a lock, and couldn't refund me for the extra packing materials that I didn't use.
meryl d | First ImpressionsHad a lot of issues with unit setup. Staff linked my account to the wrong unit so even though I paid every month they locked my unit for non payment. After closing down my account I received a late payment penalty charge and another full months bill - even though my account was closed out. Had to call multiple times to get it all fixed
Brian S | Overall ExperienceHORRIBLE EXPERIENCE... WORST managed storage facility in Phila.! Problem after problem met with rude front desk staff* that act like they are doing YOU a favor. Some of the issues I was forced to deal with were: I put my unit on auto pay so I didn't have to worry about making monthly payments... Imagine my surprise when my emergency contact, yes... the one I put down... FOR EMERGENCIES... called me to tell me I wasn't making payments on my unit! WHAT!?! Are you kidding me!?! Literally the day after the due date, this place took it upon themselves to contact my EMERGENCY contact REPEATEDLY by way of multiple phone calls AND snail mail! Mind you, the account WAS ON AUTO PAY (so THEY screwed up) and more importantly was not even 24 hrs. "late" on payment! Are you kidding me!?! ZERO attempt at contacting me... They immediately go for your EMERGENCY contact!?! I was upset.. went in to speak to the manager and had to deal with a guy who claimed to be the manager (clearly wasn't) and treated me like it was MY FAULT.... NO APOLOGY even though it was their mistake. What kind of policy is that!?! I could see if a person was in jeopardy of losing their unit to auction or something but this policy is ridiculous!!! Took weeks to be issued the late fee refund.... REALLY? Moved out, told the "mgr" and wouldn't you know it... They STILL continued to bill me! Contacted corporate only AFTER calling the store multiple times being assured it was corrected. NOPE! Only after corporate got involved was the problem corrected. Clearly they arent doing their job... These "mistakes" were pointed out to them and they STILL did nothing. Also be warned... the actual physical location will NEVER pick up the phone... ALL CALLS are diverted to corporate making dealing with any issue (and you WILL have them) extremely difficult. I highly recommend moving up the street to the brand new (other company) storage facility that offers free 1st month rent. Please understand... problems happen... but NOT like this and even so, you will be treated as if it's your fault. All it would have taken was an apology for me to not write this. They simply DO NOT CARE at this location...
Debra W | Overall ExperienceA bit confusing to find the right space but was assisted by staff and eventually move was completed effectively. Pricing was a little high, too. Parking was not clear, either. Overall, average. Maybe next time knowing it better would rate above average.
Rolando J | First ImpressionsI was very disappointed in the handling of my account. You should be ashamed of yourselves.
John J | Overall ExperienceIf this crisis hadn't happened I would have kept the storage space.
Kevin W | Overall ExperienceThe staff laughed when I told them I was locked out of the unit I had JUST rented! I had a truckload of stuff and workers waiting. I refused to leave and "come back Monday" and when I became insistent they called the police! Suddenly they were able to refund me. They still claimed they'd given me a key, tho I was not charged for a lock! The next day, I received an email that I was late on my storage unit payment!!! Great work! Great customer service! I hope this location goes out of business. Maybe all of U-Haul should go out of business. I for one am urging all of my friends and family t boycott your establishment. And I am putting this all over all of my social media. Nice going numbskulls.
Pasasquale A | Overall ExperienceMy unit has a large column in it, reducing the available space quite significantly. I would like to receive a discount on this unit as I'm not actually receiving the amount of space I am paying for.
Brooke S | Online Move InI am disappointed in the online reservation service. I made a reservation online for a 10x10x9 room. When I arrived to the location I was told that this size room was not available. I then had to rent a second storage facility to accommodate for the additional space and am now paying almost double. Had I known the space was not available I would have looked for alternative storage. The staff was friendly and accommodating and also let me know that there are often problems with online reservations. It is because of the online reservation issue that I would not recommend U-Haul storage because you cannot be certain that your space would be available. That is unacceptable when considering people could have movers hired for the day then need to find additional help.
Kevin M | First ImpressionsWent to reserve unit Wednesday and the rep never entered into the system so now paying for a unit that is more expensive than originally thought. Staff member was not helpful.
RYAN D | First ImpressionsRay was really helpful
John J | First ImpressionsEasy to book online, clean facilities, convenient parking for unloading and loading, free use of carts for moving your things in and out. Issue closing account after moving out but overall good.
Catherine F | Overall ExperienceMy Move out date was 10/26, not 12/20. I had to call multiple times to get them to stop auto payments and to update that I had moved out. Max was great, but he shouldn't have had to do anything.
AMY M | Overall ExperienceI closed out my storage unit on 12/6. I was charged another months rent on 12/7. I went back into the store on 12/8 and was told to ignore the charge. On 12/10 I was charged a late fee.
Aaron S | Overall ExperienceCourteous, efficient
Joan M | First ImpressionsEverything went as I was told it would be.
Kenneth C | First ImpressionsProblems: Accessed hours not clear and stated that I would have to pay more to access unit past business hours. Second I was charged for another month the day after clarifying my unit was canceled.
Edward K | Overall ExperienceVery friendly and professional. We look forward to a long continuing relationship.
GARDNER F | First ImpressionsMy experience with this facility was always a pleasure. The space is clean and well lit and the staff are always pleasant. Highly recommend.
BARBARA K | Overall ExperienceVery professional, helpful and friendly staff! The best U-Haul facility I have worked with.
HAO S | First Impressionsover charged, unable to cancel, had to call uhaul 4 times to adjust payment
Rachel G | Overall ExperienceEvery single person I interacted with was courteous and professional. Carmen keep the premises extremely clean. The only comment; have sequential numbers for storage in basement for ease of locating.
suzanne b | First ImpressionsExcellent, helpful and friendly staff. Would recommend to anyone and will definitely be using this location again!
Andrew T | Overall ExperienceAll of my items in storage were covered in rat excrement (urine and feces). I understand the facility is large, but this is unacceptable -- I could neither sell the items in good time nor donate them.
BRUCE L | Overall Experienceexcellent
KATHLEEN E | Overall ExperienceAll went well until the very end. I moved everything out of my unit and informed the reception. They said they would close out the account. Now I'm receiving late notices. I've called to fix, but nope
Terrence M | Overall Experienceeveryone was great!
Corrina A | First ImpressionsStaff could not have been more helpful! Thank you
Carolyn M | First ImpressionsThe employees at the storage facility were helpful and pleasant, however the employees at the front desk were extremely rude and unprofessional.
Sara K | Overall ExperienceCard and entry box did not work on multiple locations. Carts were rarely available. Few employees at the desk to handle customer issues quickly. Rents are not prorated.
GRAEME W | Overall ExperienceGreat spot to support moving not one but two daughters in center city Philly. Will definitely use them again if needed.
meg m | Overall ExperienceGreat experience! Staff was friendly and very helpful!
Jenna M | Overall ExperienceEveryone@UHAUL on Washington Ave have always been a pleasure. Concluding my storage at this facility was as well. I thank Andrew for his consideration. Moving can be stressful. He smoothed it!
Brett B | Overall Experiencewebsite always displayed a $0.00 balance due and then you get hit with a late fee a few days later. It makes no sense. Very unhappy with my overall experience and will not be using uhaul again.
Derek A | Overall ExperienceNice workers
Deirdra D | First ImpressionsGood Location
Frank B | Overall ExperienceVery prompt service and coordination.
Kenneth B | First ImpressionsOne of the first things we noticed when we first arrive at the facility was how clean everything was! The staff was always friendly helpful and accommodating when needed.
Andreas P | Overall ExperienceTruck rental procedure worked as advertised. Storage unit in good shape. Personnel were friendly and helpful. Would rent from them again.
meg m | First ImpressionsStorage facility doors were not opened on time. Notified staff that freight elevator not working, but still broken without signage when I returned the next day.
GRAEME W | First ImpressionsThe design of the storage was awkward. It was extremely difficult to store furniture and removing it was worse. All do n n to interior design and broken cargo elevators. A more manageable loading dock
David w | Overall ExperienceThe staff was very friendly and helped us get our storage unit very quickly.
ALEXANDRA G | First ImpressionsU-Haul storage provided an excellent experience.
brendan y | Overall ExperienceNice, accommodating and friendly staff. Great A/C!
COLEMAN C | First ImpressionsNice and clean, well lit. Checking out my unit was easy, though I think the fact that I did got lost because of how busy it was at the end of the month.
Alissa O | Overall ExperienceThe workers at 12 and Washington are the best!!!! Everyone of them helped me in a very stressful move. Very happy with start to moving thing out.
kristin s | Overall ExperienceI like there hospitality very professional
Rosalie N | Overall ExperienceAs a long term customer I never experienced a problem and the staff were always ensuring security measures were taken.
ROSE P | Overall ExperienceGreat customer service.
DARNELL S | Overall ExperienceAlways excellent service everytime I have used them.
DAVID C | First ImpressionsThe U-Haul storage center is the finest U-Haul place I have ever dealt with. I cannot commend them enough for being a first-rate operation.
DAVID C | Overall ExperienceGreat service, friendly employees!
Alissa O | First ImpressionsI reserved a 10 by 15 storage unit week before arriving and called three times to make sure I have the ground leavel storage and I was priced at 150 and had to tell to get it. Now I am paying 210.
Shane D | First ImpressionsNeed later hours not everyone work the normal 9 to 5 so 24 hour access would be better
Sadeyah H | Overall ExperienceThere was no communication between staff.If I spoke you Monday that should have been noted.I should not have to get a call every day of the week to remind me I’m late when I told you I’ll be in.
ALEXANDRA H | Overall ExperienceResponsive and friendly staff, always helpful. Whoever the manager is does an excellent job maintaining the facility as well as training his excellent staff.
SHANE H | Overall ExperienceThis U-Haul storage and moving facility must get a golden reward fir their excellence in customer service, flexibility and attitude to business. Thank you. Happy self-storage unit renter.
Edita A | First ImpressionsOnly negative moment in 20+ years: on 3/20/19 Eric nearly hit me with a truck. One employee, who saw it, asked me if I was okay. But manager-and Eric- didn’t seem concerned. It left a bad impression.
STEVE L | Overall ExperienceThe staff at the Philadelphia location are a great bunch and always helpful with whatever we needed. Property is well maintained and the units are in great shape.
Michael H | Overall ExperienceTops of units have chicken wire, upon which other people had thrown trash, in particular a bag with empty - or mostly empty - beer cans. This could easily have been broken into and was dirty.
Portia S | Overall ExperienceThank you for keeping my stuff safe for the last three years!
MATT V | Overall ExperienceReally excellent customer service in getting storage unit. Max exceeded any expectations I might have had.
ROSS R | First ImpressionsStaff was professional, pleasant, knowledgeable, and patient!!
William S | First ImpressionsWish there were more options for units available. There were too many with stairs or ramps to xlimb
Mark C | First ImpressionsEveryone was very professional.
David K | First ImpressionsMy only complaint is that 7pm is a too early to close on weekdays given that most people work until 6 or so. Maybe one or two nights with later hours would rectify that issue. Otherwise, very pleased.
Erin K | Overall ExperienceTruly wonderful people dedicated to excellence. So good to work with.
EDWARD K | Overall ExperienceThe staff were super friendly and helpful every time I needed anything, both in person and over the phone. Thank you! :-)
iva g | Overall ExperienceExcellent experience. Recommended this to my father-in-law who ended up getting a couple units himself at the same location.
Joe P | Overall ExperienceThe manager and staff are excellent.
Michael H | Overall ExperienceMultiple times I would come to get into my unit and UHaul trucks were parked in the loading dock where customers need to park. This is very frustrating. 2x in one week no carts available.
annaMarie C | Overall ExperienceThe price of my unit was too high for the space that was available and I had to deal with Pest and rodent problems which should be taken care in consideration of the space of the unit
Chester F | Overall ExperienceGreat service from Tiffany in Maple Shade NJ and on return of truck in Philly! Have not received a final bill yet.
Joseph A | ReservationWhile all of the above was great, the online payment set up was very poor.Auto pay didn't work. No response when late fee was assessed and needed to be removed. For this, I cannot recommend.
Dawn W | Overall ExperienceEvery time I called I was put on a 20 min hold. I left a message for the manager and never received a call back. My swipe card was very finicky and would work about half the time
lauren l | Overall ExperienceI wish the office were open maybe an hour or two later.
GEORGE M | Overall ExperienceThe ladies that helped me complete the paperwork were amazing.
PAUL D | Overall ExperienceI cancelled my monthly subscription, but was just charged the monthly fee. I’ve tried to call for the past week and cannot get through as I’m placed on hold for hours. This location is poorly managed!
DENNIS S | Overall ExperienceThe manager was extremely helpful. I appreciated her diligence! My only frustration was my unit was on the 6th floor and the cargo elevator was out of service and we had to use a ramp to transport.
Keri S | Overall ExperienceThe staff was very helpful and understanding, and the storage unit was in good shape when we moved in. I would store items here again, without hesitation.
Adrienne P | Overall ExperienceEverything was great - thank you!
PATRICIA Y | Overall ExperienceGreat Staff! A pleasure to work with. I will DEFINITELY return to this location.
Loren R | Overall ExperienceImpressed by helpfulness of staff.
Marialice S | ReservationThe staff could be kinder/more helpful. They were very short and rude when I approached the women at the desk with genuine questions
Julian M | ReservationTOTAL NIGHTMARE. MANAGEMENT IS TREADING WATER DEALING WITH A SUPREMELY SUBPAR LOCATION. HORRIBLE EXPERIENCE FROM BEGINNING TO END.
Theresa C | ReservationOur last time to have to use this facility, but it is one of the best.
Russell T | Overall ExperienceThe only negative experience I had was with payment for rent. There is no invoice for the next month’s rent and no way to determine online how much is owed, easily leading to late fees/extra charges
Sarah M | Overall ExperienceThere was a dead rat in my storage on the day I moved-out which was kind of disgusting (I didn’t leave food in the storage). There were some confusion with my checkout but the staff helped out quickly
Kevin C | Overall ExperienceThe lights were never on at my unit I had to use my flashlight to see what was in my unit couldn't get in touch with anyone on the phone to get the lights on other storage units offer a grace period b
MICHELLE M | Overall ExperienceI was overcharged, no one could explain why and no one offered to explain with this overcharging. I had a cubesmart storage unit before this and will use them before I ever use uhaul again.
sharifa n | Overall ExperienceFront desk people were professional and upbeat!
JOHN B | Overall ExperienceTruck pick up was a little iffy. Not used to picking up from anything other than a U-haul store. The pick up time got a little problematic as well.
SHAKA M | ReservationAn email beforehand to customers letting them know to arrive early would have helped. Luckily, I did, but the location was short staffed & took 45 minutes to sign papers and get unit.
Lucia S | Reservationgreat experience storing at this location! the manager was kind enough to allow me to stay a couple of extra days, free of charge, rather than having me pay an extra month. excellent customer service!
Dominique C | Overall ExperienceEverything was fine
Thomas J | Overall Experiencevery bad experience.
Yuanlu L | Overall ExperienceYou need to ask is anything personal in your storage, ans keep your business in the office, call up your customers be for you sale it. Life is in your hand and trust. I lost out and was told buy someo
Bruce A | Overall ExperienceI did not obtain my ex packed and delivered I did not sign contract staff locked gates was arrogant. left us alone no security to take remainder down steps on Washington in downpour never again
Paula A | Overall ExperienceThe local facility was excellent. The automated billing system was not. I held the storage unit for 2 weeks, during a move, and then I closed out. I still received a bill and even a late fee notice.
Dustin K | Overall ExperienceI was very pleased
JOSEPHINE G | Overall ExperienceOverall I’m happy with the facility, however I’m glad to have moved out.
DEREK B | Overall Experience1. The bathroom was always clean and supplied. 2. When there were elevator outages, or when the facility was being painted, a broadcast email would have been nice.
MICHAEL F | Overall ExperienceI’ve been a tenant w/Washington Ave., Phila. PA for over 10+ yrs.The staff is courteous, helpful and accomodated my EVERY request for assistance. ⭐️Stars beyond infinity! EVERYONE deserve raises!
TELARIA H | Overall ExperienceThis was a great soluttfor a temporary storage issue for our non-profit organization that gave up office space.
Stuart P | Overall ExperienceGreat experience
MERZ N | Overall ExperiencePlease stop sending me bills. You de,ducted money from my bank and owe me a refund. I closed both bins number 58 and 11 on April 27. I believe you deducted money for May. You owe me money. France
FRANCIS B | Overall Experiencenone
JOSEPHINE G | Overall ExperienceEven though the price was high; the clean, accessible and secure facility made up for the price. Kudos to your friendly and helpful staff! The only issue was the sound on the key card box.
Lillian S | Overall Experience