Customer Reviews for U-Haul of Arcadia

Rating:

5.0

We use this location several times a year. Always friendly and quick/quality service.

Rating:

1.0

Maddy Tucker was the Uhaul representative at this location, she was rude, apathetic and did not go out of her way to offer any kind of customer service. She didn't ask us what we were moving or if she could be of assistance in helping us choose the best truck and moving supplies. I had to decipher by myself the kind of moving supplies I would need. Maddy was short with us, and not very friendly. Maddy made no effort to walk us to our car after I had ask her where the moving van was located on the lot, furthermore, I was surprised that I had to use an app to do the car walk around and odometer check. In the extremely hot, Arizona weather, forcing the customer to do the walk-around is cumbersome and a horrible customer experience! Upon return we were horrified to find out that the odometer had clocked us at 21 miles. We went from the Uhaul located at 4007 E Camelback Rd, Phoenix, AZ 85018 to my home located at 3261 East Camelback Road, Phoenix 850018 to the Public Storage Unit located at 3325 N 16th St,Phoenix, AZ 85016. If you place all those locations into Google or Apple Maps, you will see it tallies to 9.5 miles round trip, not 21 miles! Maddy became snarky with us when she retorted that she was not a "map" and I told her, as a Uhaul representative she should be savvy in regards to mileagle - We had the rental van out for less than hour and that included picking up several pieces of furniture and then unloading it - so to claim we were able to do our moving errands plus drive 21 miles, and back, does not even make sense, time-wise. The whole experience was extremely lacking and left a bad taste in my mouth. $8 not is not a horrendous charge, it is more on principle that I am frustrated with Uhaul and Maddy Tucker. I teach college level business courses at ASU and I will using this Uhaul incident as a case study on horrible customer service. So that is 50-100 ASU students each semester hearing of this incident. Furthermore, I will not be frequenting your 40th and Camelback location again! So this location will be losing business - as I will have several more moving van needs later this month! Years ago, I was at a Spirit of Enterprise Business Awards Ceremony that Arizona State University hosted, and your corporate team was being honored, it makes me sad to see how far south the brand has fallen. Brands rely on technology, like your UHAUL app, to make things faster , cheaper and easier for the company, all the while leaving the customer with a horrible experience. I hope your marketing and customer service team reviews this complaint and sees the error of forcing customers into using an app and hiring people like Maddy Tucker who simply do not care, she could not be more apathetic about her job. Thanks for allowing this complaint.

Rating:

5.0

Love the seamless drop-off process, and the gentleman who inspected our truck had exceptional customer service skills

Rating:

3.0

I had made all of my arrangements at the Scottsdale Road, Scottsdale AZ location. I'd been in to check in to make sure everything was all set. Then the day before departure, they told me I had to go to a different location, in Phoenix. Would have been nice to know that there was the possibility of a change in location - no mention of it at all. The sudden change was very disorienting and added an hour onto my day, making me late for departure. And the new pickup location was much harder to get in to.

Rating:

3.0

The 5:30 AM self pick up arrangement did not go great. There was trouble with verifying and the chat feature was slow to respond and when I finally got through to somebody, the hold time was 45 minutes. I was not able to get the actual truck until 6:30 AM and the only reason that happened is because one of the employees at the Location had arrived early to the office and had authority to help.

Rating:

5.0

The staff was very helpful.

Rating:

5.0

Excellent customer service!

Rating:

5.0

this was easy to get drop off the truck and trailer. It was an easy transaction.

Rating:

5.0

Nathan at Uhal on Arcadia in Phoenix was very kind and accommodating. He answered all of our questions. We'll definitely be back!

Rating:

5.0

Excellent service

Rating:

5.0

Very professional

Rating:

5.0

Excellent customer service by Chris.

Rating:

3.0

Truck was overheating despite little to no load, never driving more than 3 miles at any given time and never exceeding 40 MPH. Totally unacceptable even in 105 degree weather.

Rating:

3.0

Nathan was very thorough on inspection return he should have done same inspection at rental leaving yard, unnecessary extra chg of $10 ? I also didn't understand why he had a problem with his yard girl talking to my son, he took our pic as we left yard! I'll go to different location for my next rental

Rating:

5.0

Nate Thanks for all your help.

Rating:

5.0

Thank you! Excellent customer service as always!

Rating:

5.0

Just continue to be the way you are. The workers were very kind and respectful.

Rating:

5.0

When I had originally went to pick up the truck, the system was down and the man working informed me he could not rent out any trucks, I was a little disappointed but he was beyond nice and understanding, I called back and was told it should be okay to come back now. And he went above and beyond to make sure I was taken care of. He is the only reason I came back and was extremely happy with all of it.

Rating:

5.0

Reserved trucks from this location several times...always a good process with helpful/friendly staff.

Rating:

5.0

No improvement necessary everything went smoothly.Large selection of equipment available and staff was easy to work with. I was able to execute agreements quickly and efficiently and was on my way to get my work done without any issues.

Rating:

4.0

After reserving online, I arrived along with several other customers only to find the system across the enterprise wasn’t functioning properly. This caused considerable delays for me and countless other customers. At first, as I was standing in a long line, I mistakenly thought the U-Haul employee Chris was just talking to people longer than necessary thus adding to the long line of people and wait times. However, as I got closer to my turn, I learned the system was continuing to crash. Instead of allowing the customers to become frustrated, Chris remained calm even when he had to upload the same information several times. As each page was downloading he intentionally found common ground with each individual and tried his best to engage in meaningful conversations while they waited. For example, we talked about fishing! Given the circumstances, I was very impressed with his ability to stay calm and keep the customers from being overly upset. I thought he demonstrated excellent customer service skills and it was worthy of extending a huge thank you to him.

Rating:

5.0

I picked up my van very quickly, and it was in excellent shape - clean, the a/c worked well, everything was in excellent shape. The gentleman at the counter was friendly and helpful, and I was processed very quickly so I could get on with my move. I returned the van the same day, and it was a seamless experience. I would absolutely rent here again.

Rating:

5.0

Chris was fantastic. Helpful, knowledgeable and friendly. Made us feel comfortable with our car moving mission. Mission went perfect and trailer was perfect.

Rating:

5.0

My complaint has nothing to do with either the pick up or the drop off location. Both locations were excellent with wonderful human service. My complaint is that this is the second time in a row that U-Haul has changed my pick up location because of availability. I am selecting the location nearest to me for a reason and you don’t have the availability so you move me quite a ways away. That is not the experience I’m looking for and has nothing to do with each of these operators.

Rating:

5.0

Overall, this rental was fine. The van was clean, and I believe new(er). The guy working was frustrated and busy, I was not in a huge hurry, but he seemed overwhelmed. He was helping someone else, I calmly told him that I had time to spare, and he seemed to calm down a bit. It was not Nathan (I had rented from him a few days prior and we had a nice visit). It’s nice to have the convenience of this location and variety of rental options.

Rating:

5.0

Easiest drop off for anything I have ever had to drop off. He did a quick walk around, tested the lights on the truck and trailer, opened the back, checked the fuel and mileage and said have a great day. Thank you!!!

Rating:

5.0

I don't like how I have to do their job I don't like how I have to take pictures and how I get charged extra if I don't take pictures I don't like how that's their job to do I should be able to pick the truck up and take the truck they're supposed to take the pictures and report it back to you so therefore if I leave I shouldn't be getting charged because I didn't take pictures of the truck that's the job of your U-Haul employees is to make sure that any damage that was done from the last person was reported not that I have to take pictures of everything that I do or don't do because it's not my responsibility it's U-Hauls employee responsibility so I mean if you're going to pay me to start doing it then that's different but you're not going to start charging me to not do it

Rating:

5.0

This is my neighborhood UHaul and the service is always great!

Rating:

2.0

The “below average” review here is for U-Haul, not the truck drop off location. The location where I initially reserved didn’t have the correct truck available. So Uhaul sent me to this one. And then, because I modified the contract (really they did, to fix their own error), they made me pick a different spot to return that was much further away. They apparently didn’t update the mileage it was going to take for me to drive from the pickup location to the old house to the new house to the drop off location, so they charged me extra for the mileage at the end for their own error. I only had to pick up from a further location and then drop off at a further location due to their own error! Really annoying.

Rating:

5.0

Nathan was very helpful, and explained what I needed for next day van pickup. He was very personable. I picked up Friday, I didn’t get the guys name that helped me but he had the van all ready, and did a thorough and efficient checkout. Great location, helpful and professional staff, and will happily use this location again. Plus the van was possibly new and in great shape.

Rating:

4.0

Train the employees in the TN location

Rating:

5.0

All AOK. Quick service, friendly staff

Rating:

5.0

A Ok

Rating:

5.0

One man in the store. Friendly. Professional. Hooked me right up

Rating:

3.0

I’m sure it’s a policy at some locations but the guy who inspected the return of the vehicle asked me and my passenger to remain in our seats while he does the inspection. This appears weird to me. I have rented several U-Haul vehicles and I’ve never experienced some one telling me to remain in a vehicle that I’ve paid to use.

Rating:

5.0

I was better than last time!!👍👍👍

Rating:

4.0

Staff was friendly and we were quickly helped.

Rating:

5.0

Christopher was super helpful

Rating:

5.0

Customer reps were great. Friendly and helpful.

Rating:

1.0

I could not rent a truck after hour time and charged.

Rating:

4.0

The only issue was the windshield wiper fluid was empty

Rating:

5.0

Christopher was super friendly and helpful.

Rating:

5.0

I am a long time U-Haul renter. I book using the app logged in as myself. Why do I have to photo my face, and drivers license each rental? I should just show id to check in. If you need the license, let it be part of my profile so I don’t have to waste time. I did the app check in today and still had to do the in person checkin watering everyone’s time.

Rating:

5.0

Very friendly, efficient and easy pick up and return

Rating:

5.0

Check in was fast, truck had been cleaned and inspected. Shawn was extremely friendly and helpful. Return process was immediate. What a breath of fresh air in an age of technology replacing humans. Very well done U-Haul

Rating:

1.0

I want a refund. Given a dangerous and filthy truck for a cross country trip. Looking into my options for recourse.

Rating:

5.0

Great job

Rating:

4.0

Attendant did not show us to vehicle or not previous damage

Rating:

4.0

Phone staff was generally friendly. In-person staff seems like a "no" man, dismissive and rushed, though nobody else was waiting in line

Rating:

5.0

Pick up and drop off were easy and efficient.

Rating:

5.0

Excellent help by the representative in office.

Rating:

1.0

The employee was non concerned with customer service. When we arrived her let us know there were no dollies available. We almost cancelled our for that day. Lucky they had a nice one my wife wanted for sale. I felt it was a dolly scam, how could I move without one? The employee was often getting stuck and would stare when we asked a question. He said the packing blankets were in a pile outside and the truck was out by the entrance with that monotone voice. It was pretty lame. On top of the for a partial day it cost close to 500 dollars. The guy at uhaul on 26th and Indian School is way better with customer service but there was no truck available. Will got to Ryder next time.

Rating:

2.0

I was not greeted in a pleasant way. I was not asked or explained regarding the insurance. I only used the truck to move patio furniture and had the truck for less than an hour and went from 32nd street to 40st and back. My company has insurance for all our vehicles. And I provide it for my entire family. My experience with all associates was well below average and disappointing.

Rating:

1.0

It was strange being helped by someone with a nose ring and stars glued to her face. And I don't think the political drink mug she had on her desk for everyone to see was appropriate.

Rating:

5.0

The employees have always been pleasant, nice, and helpful!

Rating:

5.0

Customer service was fantastic, drop off in destination city… great experience 🙏🏻

Rating:

5.0

Fast & efficient return

Rating:

5.0

Wonderful experience

Rating:

1.0

First no one could find my U-boxes, had to go to facility in person where it took about 45 minutes to finally locate the boxes via a very confused staff member.