Customer Reviews for U-Haul at Spruce Hills

Rating:

2.0

The first U-haul that was given to us was faulty, the brakes barely worked and the transmission failed, causing an accident on a hill. It took hours to get another U-haul to retrieve all of our things locked inside the first one. Even then, the man at the front desk had to override something in his computer to get us a new U-Haul because roadside assistance said they wouldn’t give us another one. And on top of that we still had to pay for the U-haul. I feel like we should have gotten a refund. I would say that was one of the worst of days ever. I will say, on a positive note, everyone was super friendly and understanding about the situation. The staff themselves are wonderful people, the situation just sucked.

Rating:

3.0

I had a mobile/app pick up. The check engine light was on. Had to wait 2 hours until the store opened to check and see if another truck was available. When the store opened, I asked if another truck was available. I was told the truck was fine and it was the o2 sensor and it was good to use. I started my day of moving 2 hours behind that day. I believe that I should be compensated for the delay. The return of the truck went smooth.

Rating:

3.0

There was a large older man who was helping customers. I was waiting in line while he helped another customer. What was odd was the employee went on and on about transgender people, mocking them, and disparaging them. That customer left and the employee then pivoted to me. I got the very same speeches and rhetoric. The man can have his personal opinions, but I don't need to hear them. And, particularly given they are bigoted views and have nothing to do with renting equipment from your facility, they just don't seem to represent your org well and weren't welcome by me.

Rating:

3.0

The computer system at this location took longer than expected to check out the trailer to me, even after I checked in on line.

Rating:

4.0

We had to wait awhile (7+ minutes) for one employee to "bring back the iphone" so we could proceed with our order, but everyone was quite friendly.

Rating:

3.0

I blocked the equipment for 24 hrs with a rep in uhaul shop but another rep called me other day well before 24 hrs and said I have opted for only few hrs and I will be charged for 2 days. He interpretted 7 PM return as 7 AM for next day. That was disappointing. But he did agree saying I will let you go for this time!

Rating:

5.0

Excellent customer service

Rating:

5.0

Friendly and professional customer service from your staff. Thanks.

Rating:

2.0

There were 2 employees sitting inside who would not help with return even though I was the only customer. So I went to an employee who was outside for help with return. She just took my key and said they would call if there was an issue. I returned during regular business hours so I would be helped, to make sure the mileage, dolly, cleanliness, etc were ok.

Rating:

5.0

The Rock Island location, told me there were no vans available and theirs would not be available until 2:00 pm. When I called the Bettendorff location they had over 4 vans available. The staff was accommodating and got us in and out quickly. Big Fan of these great people.

Rating:

5.0

Gal who made the reservation. Quick efficient. Busy store too. Guy who hooked me up was quick and friendly even at 7:02am Saturday. The guy who checked me back in Saturday 2 August was frickin hilarious. Just an overall good experience.

Rating:

5.0

Good experience again. I live locally and they provide a locally felt service.

Rating:

3.0

Well being said there was three employees on duty at the time I picked up my U-Haul product. I stood in line for 19 minutes while the other two employees were just doing random things around the shop while there was a line there was three other customers behind me and on top of that I rented a trailer early in the morning to beat a rain storm so I’m already 19 minutes into my rental time and then I get the trailer and it has a broken wire and the guy that was hooking. The trailer said oh well maybe you’re just gonna have to be without one so I pull up to the door. The Manager lady comes out wire is a new one up mind you I am now almost 40 minutes into my rental time And the storm was full blown by then so I had to move all my items that I had to put on the trailer in the rain when if I would’ve been out of there at 7 o’clock, I would’ve beat the rain totally a little upset with that kind of service. I even reserved my trailer in the app and I still was 40 minutes late getting out of there. I used U-Haul for everything I do and this most likely will be the last time I use your guys’s company all of the other U-Haul locations. I’ll have poor service as well. I don’t know what happened to the down home welcoming field, but it’s all gone. The store is unorganized there’s boxes laying everywhere there’s merchandise that could be hung up on shelves or peg boards where it belongs but it’s just sitting in boxes below. I think you need to have a higher up. Make a visit to the shop to get things straightened out.

Rating:

3.0

Truck was not well maintained. The check in was very unorganized.

Rating:

5.0

Only thing with the weather here being 90’ the air conditioner in the truck didn’t work .

Rating:

5.0

So very polite and friendly! Ty!

Rating:

1.0

When I arrived, they didn't have the 9' one I reserved online. I then, had to rent a 10' one and that was more money. Ugh. I had the truck 24hrs and it costs me 200.00. So, the false advertising of 19.99 a day is ridiculous.

Rating:

2.0

Terrible service, didn’t have almost any of the equipment I reserved, and was difficult to get in and out of.

Rating:

3.0

The external drop off area was dirty and unkept. The garage door to the service area was open and the bay was messy with lots of stuff laying around.

Rating:

3.0

There were roaches in the truck

Rating:

2.0

The customer service rep had no sense of urgency. I waited 20 minutes to be helped as she chit-chatted on the phone (with a customer, but not about business). I was told my vehicle was ready and waiting with a dolly, blankets, and protective wrap already in the vehicle. Upon my inspection, none of these items were in the vehicle, and I needed to wait another 20 minutes to be assisted as again she had no sense of urgency to help the waiting customers. Upon my return with the vehicle, I was charged an extra $25 for an unclean vehicle -- this is a total bogus charge. I had the vehicle about eight hours. The cab was spotless, and the only thing in the back of the vehicle was the blankets that I used and the dolly. I will not be renting from this facility ever again.

Rating:

5.0

I needed a small trailer for a just a few hours. They suggested a better alternative at a lower cost that what I thought I should get. Great customer service!

Rating:

3.0

Trailer has some dings and dents but was in on shape. Customer service was poor and wait time was long (one person doing everything).

Rating:

5.0

Nothing! Chris was very helpful and patient.

Rating:

5.0

My hitch looks good. It took less than an hour to install.

Rating:

3.0

I should get a refund for the trailer it's self for driving over 2 hours to get the trailer and get back to where it was supposed to be originally....that's why people reserve 3 weeks in advance..... Don't screw over your customers like this very poor service on reservations

Rating:

3.0

Good experience overall. Constructive feedback is that lot was pretty tight, perhaps too many rental vehicles and trailers. Trailers had to be moved to access mine. Supply of rented moving blankets was missed, so I had to return for them, wasting time.

Rating:

5.0

I was in & out in roughly 20 minutes with the rental of a low ride tow trailer. Drove down to the auto shop and loaded my friends car up and took it to her house. Backing up was my only issue but after a few tries I was able to back-up and get turned around. I delivered the trailer back within 2 hours. This was easiest rental had. The technicians that checked the trailer was very professional & efficient.

Rating:

5.0

Need more staff. On hold for 15 minutes when I called. Waited in line 10 minutes in person.

Rating:

5.0

U-Haul is a great asset, does the rental business better than any others.

Rating:

5.0

Great service!

Rating:

1.0

We’ve rented from this U-Haul location a few times in the past and have always had an okay experience. But the lack of professionalism, absolute chaos, and total disregard from the staff on this particular day was atrocious. When we arrived to rent a trailer, all of the employees were standing outside the front entrance smoking cigarettes. There were three staff members in total. As we entered, one of them immediately went to the break room to eat. The remaining two started calling back and forth to him, trying to get him to come help us—but he refused to believe there was even a customer waiting. They argued about it for nearly five minutes before one finally started to help us. Halfway through the transaction, that employee walked away and handed things off to the guy in the break room (who originally didn’t want to help). He finally came out, brought his plate of food with him, and set it beside the computer to finish the process. Meanwhile, the first guy left to assist another customer with propane. No one gave us any clear instructions for pickup or drop-off, and the whole experience was just chaotic, messy, and shockingly unprofessional. It was a total breakdown in customer service, and I’d seriously hesitate to rent from this location again.

Rating:

5.0

Made moving easy yet again. Thanks for being there for us!

Rating:

4.0

The hitch install went smooth. They took the time to make sure everything looked professional and quality. They kept me up to date throughout the day on progress. Great experience

Rating:

3.0

Pulled up in the drop-off lane and a man was waving me over from across the parking lot to park the uhaul for him. I left the drop-off lane and pulled closer to him and he wanted me to back the trailer up into a spot and was irritated I was comfortable with that. I mean, not everyone has training on how to maneuver a trailer properly in reverse, so he tried guiding me which was unsuccessful so he finally said “I’ll just take it off here.” Would still recommend based on availability of uhaul in the area and people need what they need for hauling things, but the customer service was awkward.

Rating:

5.0

No improvement,just great the way it is

Rating:

5.0

Great service and people at this location.

Rating:

1.0

The two gentlemen that were working this day (I picked up on Sunday 3/2/25) were very unprofessional. I ended up being at the facility for quite a while, which wasn't terrible but the language they used was extremely unprofessional. I am not offended easily, and I wasn't necessarily but it was too an extreme that I wouldn't expect at any business. I am a manager for my job, and the type of behavior I witnessed was completely unacceptable.

Rating:

1.0

The guy that took the keys from me was so rude he came in the store looked at me and rolled his eye said something under his breath then grabbed the keys from me and left to look at the truck then came back in and with an attitude he's said I was good to go

Rating:

3.0

The over all service was good but the equipment not so good the wheel alignment was off the truck fish tailed on the highway and it didn’t accelerate over 60.

Rating:

5.0

None

Rating:

5.0

Always great renting from this location

Rating:

2.0

When I returned the truck, the employee was super rude.

Rating:

5.0

Have lock box visible

Rating:

5.0

Used the app after hours so no need for personnel to help.

Rating:

2.0

Was told be charge $34 ended up paying $97 bad advertising

Rating:

5.0

Great service!! Very helpful, really appreciated all of the help!