Customer Reviews for U-Haul at Northern Pkwy

Rating:

5.0

Keep up the good work

Rating:

3.0

Unstaffed , at least at night. Not well lit.

Rating:

1.0

had a confirmed reservation totaling $2,800, and I arrived at the location expecting to pick up my rental as scheduled. The employee assisting me was rude, disrespectful, and dismissive from the beginning of our interaction. After paying and inspecting the truck I noticed wear and tear that may not be safe to drive on the 14 hour trip to Florida so I asked if I would be able to switch the truck to one that appeared to be in much better condition. She rudely said no and when I asked why she refused to give me a reason other than, “it dont work like that.” I told her I would call customer service to see if they can switch the truck which angered her to where she then said call them outside of the store. I was on hold and came back into the store to just take the initial truck as I was pressed for time and she then told me that she would not rent to me and that I needed to go to another U-Haul location. This encounter was heard and documented from customer service as they were in the phone with me trying to assist. Even more concerning, she canceled my reservation and reversed the approximately $2,800 payment that had already been processed. I was left without the rental I had reserved and without immediate access to a substantial amount of money while I wait for the funds to be returned to my account. This has caused a serious financial and logistical hardship, particularly because those funds were intended for my scheduled move. I was not provided with a clear and legitimate explanation for why I was being refused service. Based on the circumstances of the interaction and the manner in which I was treated, I believe I was subjected to discriminatory treatment. I am requesting that U-Haul immediately investigate this incident. This should include reviewing surveillance footage from the location, reviewing my original reservation and payment records, identifying and interviewing the employee involved, and determining the specific reason my reservation was canceled and I was refused service. I was able to call the scheduling office and spoke with a woman name Shar who was friendly and able to use the same card authorization to redo my reservation however NOBODY in the store would assist me with the “self pick up” or retrieving the keys. They converted my new reservation to self pick up and never told me so I waited in line for no reason while she walked around the store. I also heard her speaking with the other gentlemen and stating that she was going to call Shar and curse her out for assisting me. Which is extremely unprofessional! I have never experienced treatment/discrimination like this from U-Haul. I am documenting everything associated with this incident, including my reservation, payment, cancellation, refund, and the circumstances surrounding the refusal of service. I intend to pursue this matter through U-Haul corporate and any other appropriate complaint or legal channels.

Rating:

5.0

Very helpful customer service agent, quick and easy process.

Rating:

5.0

Nothing. I cant think if his name, but the tall black man was very helpful.

Rating:

1.0

This rental system is terrible and feels designed to work against the customer. You charge the same daily rate whether I reserve the truck for a few hours or up to 24 hours, yet you ask me how many hours I expect to need it. I selected a shorter time because that was my honest estimate. When I unexpectedly needed a few more hours, I was told the truck was already reserved for another family and I could not extend it without additional consequences. Meanwhile, you also ask customers to estimate mileage. If I estimate 30 miles and drive 50, there is no problem — you simply charge me for the additional mileage. So why is one estimate flexible while the other can leave the customer completely stuck? What made this even more ridiculous was returning the truck and seeing roughly 20 clean trucks of the same or similar size sitting at this location. I was just told there was no flexibility because my truck was needed for another reservation, yet the lot was full of trucks. And this location does not even provide parking for rental customers. I came alone in my own vehicle because I needed to rent a truck. My car was towed. How exactly is a customer who comes alone supposed to pick up a truck if they cannot leave their car at the location? I rent U-Haul trucks regularly, and this experience taught me one thing: from now on, I will reserve the full 24 hours even if I only expect to need the truck for two or four hours. There is absolutely no benefit to giving U-Haul an honest shorter estimate when that estimate can later be used to deny you the flexibility you need. Stop making the rental process unnecessarily difficult. Be transparent about how the time selection actually works, provide reasonable flexibility when equipment is clearly present, and provide a realistic solution for customers who arrive alone in their own vehicles.

Rating:

1.0

Allow customer parking I had to park my car 5 to 10 mins away then the check engine light was on they didn’t mention no customer parking while I was booking the reservation

Rating:

5.0

Salí manejando mas rápido qué canta un gallo un carro del año con 500 millas wow muy buen servicio

Rating:

5.0

Keep doing what you are doing

Rating:

3.0

Truck dirty with mud, a live roach came out. And brakes made noise while backing up

Rating:

5.0

As I have expressed before, this place is only successful because of your dedicated manager L.A. Row. Without her I for one wouldn't be using U-haul and we rent 40-50 times a year Jeff

Rating:

5.0

L. A. and her team are always professional and courteous. This location runs very efficient is my opinion.

Rating:

5.0

It was my first experience I love the cleanliness

Rating:

1.0

You wanted to charge me twice what I paid , if I returned it to a different location

Rating:

5.0

As I have written in the past. We only use Uhaul because of LA. Roe, who is beyond great. She does it all, I only hope Corporate management realizes the jewel you have with her.

Rating:

5.0

Excellent service 😊

Rating:

3.0

That truck i had needs engine work .. it drove horribly... I was lucky to get to my destination both ways

Rating:

5.0

The prior user had smoked in unit and left it disgusting and filthy.

Rating:

4.0

Have more gas in the trucks. My truck was on on 1/8 th tank. It would be convenient for us customers moving forward.

Rating:

4.0

The Staff members there were very respectful and knowledgeable

Rating:

1.0

I was initially supposed to pick up the truck 5 min from my home and it was changed the night before to 17 miles from my home in the heart of Baltimore city. Very inconvenient!!

Rating:

5.0

Exceptional customer service

Rating:

5.0

The agents at this location were attentive and took care of my needs!

Rating:

5.0

The manager is very busy there, yet she still made me feel like I was the only customer she had.

Rating:

5.0

The manager is always pleasant to work with

Rating:

4.0

Thank you! Keep it up!

Rating:

5.0

The self check in process was a little different, but effective.

Rating:

5.0

Ms.L.A. was the sweetest and helpful person. I Thank her so much.

Rating:

4.0

It's important to make a reservation it makes the process smoother. However, if you don't have a reservation encourage the customer to go online and make on instead of waiting to see if what you need is available. I appreciate the staff!! I didn't get any money back but I know why I didn't and that's okay..Thanks a bunch!!

Rating:

5.0

It's been great. The truck came with a lock! I did not get a lock when I rented one in Durham, NC.

Rating:

2.0

It took almost an hour to get the keys. The process of getting the truck was too tedious, with too many steps. There should be a scanner for drivers instead of having to take pictures of the front and back of your license.

Rating:

5.0

Nothing

Rating:

3.0

Fix the A/C in your trucks

Rating:

5.0

Fix your digital systems! The checkout process was extremely delayed due to the information systems not responding. This was not a normal surge situation, the employees had to step in and were very helpful. For a company based on timeliness and reservations, this was a pretty big mess. Other than that, Mrs. Roe was great as was . VERY helpful and kind during this stressful process. Renting the truck was only half of the day's battle! Thank you.

Rating:

5.0

LA was very professional and very helpful. This us my favorite location.

Rating:

3.0

I have no problem with the location. It was extremely inconvenient to fill out the details on the cell phone when I arrived. Especially since I completed the information on-line. I expected a smoother registration of only a few minutes before receiving the truck.

Rating:

4.0

Due to the number of people who are renting trucks, it would be a great help if more than one person is working. I was new to the renting process. I'm not good with technology. The one woman who was working had to go between three customers trying to get their truck and get out in a timely manner. Also, the approval wait time is too long.

Rating:

5.0

Besides me getting locked inside the truck do to the door handle malfunction eeverything else went smooth and customer service was good.

Rating:

5.0

I love this U-Haul location they always nice and excellent and good customer service…

Rating:

4.0

Unfortunately forgot her name but she multitasked in a great managerial way, helping here with your mobile check in, helping there with trolly and boxes… all very professional and friendly. If she asks you for a raise please give it to her and in fact double it!

Rating:

5.0

The staff was amazing. The lady that was there when I picked up today at 8:30ish am and with drop off. I hope they get their acknowledgement for their courtesy, kind, pleasant and helpful professionalism. It matters!!!🙏🏾

Rating:

5.0

i feel that both the customer rep and the person who dealt with the maintenance of the truck did excellent work and highly recommend them to other customers

Rating:

1.0

This is the 3rd U-Haul I went to in order to get a van I reserve at another location. They had a vehicle and were able to complete the transaction.

Rating:

5.0

Nothing everything was great

Rating:

5.0

Everything was satisfactory

Rating:

5.0

Nothing. The young lady who helped me was as professional as they come. Maybe her name is CJ? She helped me navigate the app. She handled some other customers who were some what irate because they could not work through the application process. CJ was calm, professional, and had her communication with them spot on. She need a raise!

Rating:

5.0

Good

Rating:

4.0

people were friendly and helped me with the app.

Rating:

3.0

The experience was too hectic and long. Not allowing customers to park on the premises is unacceptable and I believe this only happens in low income areas.

Rating:

5.0

N/A

Rating:

5.0

Best location best Customer Service by far I will always use this one even though it’s not the closest to my house 100% coolest people in the Uhaul I’ve ever met thank you guys what a great team very clean equipment. If you think that doesn’t matter public well then you don’t rent Uhaul’s much but they keep theirs very clean

Rating:

5.0

The trucks I get here are always clean and well maintained but unknown to the staff and myself the truck I got driver windows were stuck down so I ended up going back late because I was stuck in the rain with the window wide open 🤦🏽‍♀️😭called and ask for more time but had to wait till the rain was done.

Rating:

1.0

El servicio aquí es pobre, lleno de trabas desde el comienzo del proceso de renta; U Haul antes era mas fácil de rentar, hoy cada vez lo hacen más difícil.No hay estacionamiento para clientes, todo es atraves del teléfono, el cliente hace el trabajo del empleado, he usado a I Haul por años y verdaderamente creo que la gente los usa por los precios más accesibles comparado con Penske u otra compañía de renta

Rating:

5.0

Please don't change our order to a different size with 15 minutes before the pickup time.

Rating:

5.0

All good

Rating:

3.0

I tried to call the office at the Northern Parkway location on Tuesday to book a rental. After my third time either being hung up on or being switched to the call center. I decided to call one last time and after being on hold for 10 minutes I drove over to the location still on hold By the time I got there I had been on hold for over 30 minutes. Imagine my surprise when I arrive to see no trucks in the lane to process and the man at the desk with his head on the desk playing with his phone. He said he forgot all about the call and was sorry. Very poor customer service especially since i asked him to take my number and call me later when he wasn't as busy Hate to say it but when LA isn't there the place doesn't run well at all

Rating:

5.0

The customer service rendered by the team at this location was excellent. The staff was very knowledgeable and very helpful. At this point, i can't think of any needed changes.