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.
Truck shook like an off-balance washing machine anything above 75. Went across country into states where the speed limits were 80. Transmission fluid smelled burnt. Oil was on the low side. This truck needs to be local rental only.
KEVIN S.
Rating:
5.0
Customer did not leave a comment.
Tina P.
Rating:
5.0
Customer did not leave a comment.
THOMAS G.
Rating:
1.0
Was supposed to have a 15ft uhaul truck reserved at school st in hillsboro illinois for a one way trip to move my mother from coffeen to springfield. They called pne day prior and said they didnt have the truck in hillsboro for us that we had to pick up from Bruns lane location in sprimgfield. I was assired it would not cost us more because of inconvienece. When i returned it...after putting 30 dollars of gas in for a supposedly "one way trip" when i got to turn it back in at Bruns location...no manager present to correct the problem of themcharging my account over $40 more than quoted. The worked made a nite and said the manager would take care of it whsn he came in. I called the next day and still no manager. Then they subtracted the total amount from my account and over charged me. Not at all what we agreed to since it was not my fault.
PAUL C.
Rating:
3.0
Customer did not leave a comment.
Robert K.
Rating:
5.0
Everyone was very nice. I liked the text notifications.
ANDREA B.
Rating:
5.0
Customer did not leave a comment.
RAY G.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
DOUGLAS F.
Rating:
3.0
Make certain that the designated pickup place is open when told to pickup at that location. I was an hour and a half late because of this mess!!
JOYCE H.
Rating:
5.0
Customer did not leave a comment.
justin R.
Rating:
5.0
Customer did not leave a comment.
Tyler J.
Rating:
5.0
Customer did not leave a comment.
DON E.
Rating:
5.0
Customer did not leave a comment.
JAMES C.
Rating:
5.0
Customer did not leave a comment.
Joe E.
Rating:
3.0
Make sure equipment lights work
MATTHEW K.
Rating:
5.0
Customer did not leave a comment.
MARK B.
Rating:
5.0
There were two errors during my reservation. I called 2 weeks before my pickup date to see if I could pick up one day early. The rep said yes and supposedly made the arrangements. Then uhaul called me Sunday (the night before pickup) to confirm the information. They tell me my pick up date wasnt updated so I have to use my original date but to call back the next day- if someone returns a truck early I could take it. The next day I call at 5 pm and am told that the Adlai Stevenson location doesnt have any reservation for me and that the truck I'm supposed to rent is overbooked. They end up transferring me to the regional manager and found a truck at the Bruns location. It ended up working out but my reservation was a day late and there was a lot of last minute stress.
MICHAELA M.
Rating:
5.0
Customer did not leave a comment.
BENJAMIN R.
Rating:
5.0
We had wonderful customer service. The manager, Owen, made this moving experience so easy. We will for sure be using UHaul again for all of our packing and moving needs!
ALYSSA H.
Rating:
4.0
Simple, fast and convenient. Staff was super helpful and courteous.
Mia C.
|
First Impressions
Rating:
5.0
I hope all the employees like Stephen who help me
SABER H.
Rating:
5.0
Customer did not leave a comment.
JOSHUA M.
Rating:
2.0
Customer did not leave a comment.
CAMYRN M.
Rating:
5.0
Customer did not leave a comment.
Thomas M.
Rating:
3.0
Took 2 trips, same exact milage, 171 miles, one bill 175.oo, next bill 207.00. Somethings not right
GENE W.
Rating:
5.0
Customer did not leave a comment.
DAVID P.
Rating:
5.0
Owen was excellent & very customer service oriented.
DAVID K.
Rating:
5.0
Customer did not leave a comment.
ADRIANO B.
Rating:
5.0
The rental process was super simple, when I needed to extend return time by a few hours they were completely helpful and let me change return time no problem and the return process super simple.
Denise B.
Rating:
1.0
I event in U-Haul.com to make a complaint and after typing everything in and hitting “submit†you site said there was an internal error and to try again. I tried again three times. I'm not surprised. There is most defiantly an “Internal Error†at U-Haul. I'll click â€submit review†and see if this ever gets read.
Gregory M.
Rating:
4.0
Customer did not leave a comment.
LOUIS K.
Rating:
5.0
Customer did not leave a comment.
Katherine L.
Rating:
4.0
The facility was fine. The problem i had was less than 40hrs before pickup at the place 2 miles from my house i was told i had to go to this place over 30 miles away from my house. I made reservations 2 weeks in advance but uhaul must not know how reservations work. Im sure there is some small print in the contract saying they can screw you like this but it is bs.
Scott C.
Rating:
5.0
Customer did not leave a comment.
TIMOTHY M.
Rating:
4.0
Customer did not leave a comment.
Craig K.
Rating:
5.0
Customer did not leave a comment.
michelle S.
Rating:
5.0
Young lady who checked my trailer in did a great job; thorough and quick. Well done!
ERIK H.
Rating:
3.0
Had to wait in the returned truck for quite awhile even though the store had no customers. Need a better way to be alerted when a truck is being returned.
Christopher M.
Rating:
4.0
Customer did not leave a comment.
Britt E.
Rating:
4.0
Customer did not leave a comment.
Adreinne B.
|
Overall Experience
Rating:
5.0
Not much. You're all great and have easy service. Thanks!
Alex F.
Rating:
5.0
Customer did not leave a comment.
JAMES W.
Rating:
1.0
over charged me manager said id get a refund and never did will not do business with ever again.
DAVE L.
Rating:
5.0
Tyler is awesome very patient
JOYA S.
Rating:
5.0
Customer did not leave a comment.
Bryan C.
Rating:
4.0
Customer did not leave a comment.
VICKI B.
Rating:
5.0
Customer did not leave a comment.
LOUIS Y.
Rating:
2.0
Every time I go in there. There is only 1 employee working and you wait 15-30 mins before you can even pull out of there
ANDREW H.
Rating:
2.0
Customer did not leave a comment.
SAMANTHA W.
Rating:
5.0
Customer did not leave a comment.
Brian P.
Rating:
2.0
The clerk didnt provide a copy of the rental agreement, didnt bother to include my email address in the reservation nor explain how to properly return the truck after hours. He seemed to not care or not know how to properly perform his job. Overall, he made what should have been easy, very hard.
DAVID B.
Rating:
5.0
Owen was great. Uhaul did an outstanding job.
Thank you.
Tim H.
Rating:
5.0
Customer did not leave a comment.
Thomas K.
Rating:
2.0
Customer did not leave a comment.
Sierra P.
Rating:
5.0
I've rented many times but never received a vehicle so filthy dirty. There was even some kind of dirty water sprayed on the inside of the windshield making it difficult to see. I was not tall enough to reach very much of the windshield to wipe it off. I ended up with a small circle I could manage to see the road. The passenger seat was covered with grass clippings and dog hair. The dash was caked with dirt. The outside had splash marks from where somebody drove through mud puddles. The staff however was friendly, helpful & courteous.
RHONDA M.
Rating:
5.0
Customer did not leave a comment.
Travis R.
Rating:
5.0
Customer did not leave a comment.
Donald G.
Rating:
5.0
Customer did not leave a comment.
David K.
Rating:
4.0
Customer did not leave a comment.
Tamra h.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
GEORGE O.
Rating:
3.0
I wanted u haul to inspect the truck while I was there, they didn't. The next day I was billed atonal charges for damage that customer service couldn't find any information on.
They escalated call and it was found to be some minor damage, I asked for a picture which they said they would send. They never did send it. I was told to contact manager but left voicemail several times and no response. They should have called before billing and explained issue. Bad business practice, won't recommend.
JASON V.
Rating:
5.0
Customer did not leave a comment.
Brian C.
|
First Impressions
Rating:
5.0
The vehicle's cup holder had a little slime in it. Not sure if this was disinfectant or someone's soda that had spilled. Plus, the steering was a little sticky. Other than that, the truck was ready to roll.
Tylar Wheat and Owen Hamelin were SUPER helpful, cheerful, and ready to serve. I was impressed with their attitude and really appreciated there help and guidance.
Max B.
Rating:
5.0
Customer did not leave a comment.
RONALD S.
Rating:
5.0
I marked 'clean' but the passenger seat had some dirt and dried grasses on it. Also, there was no washer fluid in the vehicle and the windshield was filthy, which was an oversight by the maintenance people. Overall, a good experience though, as always.
Scott C.
Rating:
5.0
Customer did not leave a comment.
GREGORY A.
Rating:
5.0
Really nice people. Great experience.
MARTIN M.
Rating:
5.0
Customer did not leave a comment.
Jeffrey B.
Rating:
5.0
Customer did not leave a comment.
JOSEPH K.
Rating:
4.0
We are very pleased with the facility and working with the staff at Bruns Lane. This was our second year with storing our camper and have reserved our third year.
gary w.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Hector R.
Rating:
5.0
Customer did not leave a comment.
Brent D.
Rating:
5.0
Great service, clean vehicle, courteous staff.
PHILLIP S.
Rating:
5.0
Customer did not leave a comment.
Michael B.
Rating:
5.0
Customer did not leave a comment.
FREDERICK K.
Rating:
5.0
Customer did not leave a comment.
Fianna R.
Rating:
5.0
Customer did not leave a comment.
THOMAS W.
Rating:
5.0
Customer did not leave a comment.
Angela J.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
JO B.
Rating:
5.0
Customer did not leave a comment.
ANGELETTE F.
Rating:
5.0
Easy peasy! No complaints!
JAMES K.
Rating:
5.0
Customer did not leave a comment.
CHRISTINA S.
Rating:
2.0
Customer did not leave a comment.
Schalk C.
Rating:
5.0
Customer did not leave a comment.
Rosetta H.
Rating:
3.0
Personal vehicle safety seems to be an issue at this location. I rented a vehicle and left my personal vehicle in the parking lot. As i dropped off the equipment after hours i witnessed couple occupied vehicles in the parking lot and one guy trying to break into my car. Called the store next morning told them about the situation and all i get is an " ohh we'll check the cameras" nothing more nothing less. Haven't heard anything since.
JOSHUA B.
Rating:
5.0
Customer did not leave a comment.
GARY H.
Rating:
5.0
Great customer service at this location. top notch
DEMEION C.
Rating:
5.0
Customer did not leave a comment.
Barbara B.
Rating:
5.0
Customer did not leave a comment.
Tammy E.
Rating:
5.0
Customer did not leave a comment.
Colten B.
Rating:
5.0
Customer did not leave a comment.
PAMELA K.
Rating:
5.0
Customer did not leave a comment.
John C S.
Rating:
3.0
The truck was kind of messy when we got in. There was junk in the bed and a lot of sand everywhere. Outside wasn't the cleanest but it was doable. I'm not one to get upset so it didn't bother me. The staff was friendly and fixed the issues we had.
Travis R.
Rating:
3.0
Went to put gas in, put $35 in and waited to see if gauge would go up and drove around the gas station and gage didn't move. So went and put more in to make sure we had filled where we are suppose to and put $20 more in and it filled it completely up. I said something to the lady that I returned key into and she was said well there's nothing I can do about that. I told her then you need to fix your gas gauge. We went 72 miles total and it shouldn't have cost $55 for gas. Very upset about that. And she wasn't very friendly.
LAURA C.
Rating:
5.0
Customer did not leave a comment.
Michael H.
Rating:
5.0
Customer did not leave a comment.
Tim R.
Rating:
5.0
Nothing. This is the local location that I use most often. Return couldn't have been easier. I pulled up, they came out and disconnected the trailer and said I was good to go. I was done in less than 5 minutes.
KENTON B.
Rating:
5.0
Customer did not leave a comment.
MARK K.
Rating:
3.0
When I got the truck the gas tank was half full. When I returned the truck I made sure the gas tank was half full. After I left the location, my credit card was charged $12 and change for 3 gallons of gas. Really not too happy. If you want to improve for the next customer, then make sure every vehicle is sent out with a full tank of gas. Or at least verify with the customer before they leave the store how much gas is in the tank of the truck they just returned.
JOHN W.
Rating:
5.0
Customer did not leave a comment.
TESHOME T.
Rating:
1.0
All the people you work are liars
GUY N.
Rating:
4.0
Customer did not leave a comment.
Philip M.
Rating:
5.0
Everything went well. Reservation, pickup, and status of rental was easy and efficient.
JOEL H.
Rating:
5.0
Customer did not leave a comment.
DENNIS C.
Rating:
5.0
Mobile rental pick-up, keys should be available from the outside lockbox, its a bit akward to head inside and try to cut ahead of the line just to get the key. Makes customers hostile and doesn't always work if inside worker is engaged with someone else.
MATTHEW B.
Rating:
5.0
I paid for moving pads but there were none made available to me. However, I was charged for them.
COURTNEY S.
Rating:
5.0
The overall experience was excellent. Facility clean, grounds clean. Very easy 24 hr access. All interactions with personnel were good experiences. Everyone was pleasant, helpful and informed. There was one incident that was out of the control of the local mngmt that took a while to resolve but was eventually settled to our satisfaction and not something that negatively impacted our choice to use or highly recommend this facility. I’m only bringing this up so you know if there would be a problem it will be taken care of. We used this facility for possibly two years or close to it. If the need arises we will definitely use this business again.
Terry L.
|
Overall Experience
Rating:
1.0
Access code didn't work even after checking in at the office. Email from U-Haul did not accurately describe the process for entering the building. Alarm goes off every time storage area is accessed, even when keycard is swiped and accepted and automatic sliding door opens. If I was not in such a hurry to move out, I would find another storage facility, even with the extra work that would entail.
James D.
|
Online Move In
Rating:
5.0
When I first started moving-in to the storage unit the gentleman at the counter seemed confused and maybe new to the company. I called to inquire about my unit and was informed I did not have a unit. I called my mother who still lives in Springfield so she could get the situation straightened out. She called and spoke with the manager , Phillip, who was incredibly kind and empathetic to the situation. He fixed the problem immediately without a hitch! Thank you U-Haul on Bruns Lane and Phillip oh, you guys are the best!
Francesca P.
|
First Impressions
Rating:
5.0
We previously rented three different storage units with U-Haul, in the climate controlled part. They were always very clean and well lit, and we did not have one problem with bugs, mice, or anything. We used U-Boxes when we moved, which were a life saver! This is the latest unit we have rented, but we only needed it for a short time. We have been very happy with U-Haul and always recommend it to our friends.
Deborah T.
|
Overall Experience
Rating:
5.0
They were there, ready and easy to deal with st a stressful time in my life!
Janice K.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Joe M.
|
First Impressions
Rating:
5.0
Excellent storage facility. Very clean and no problem with rodents or insects. In the past we had three units, and just got one for my son to use while he is moving out of State. We also used U-Boxes when we moved last fall. Highly recommend and could not be happier with the prices and service!
Deborah T.
|
First Impressions
Rating:
3.0
The storage facility was well maintained, and the on site staff was great to work with. The billing was wrong almost the entire time we rented from Uhaul. most months they would fail to charge our credit card, then we would get locked out of our storage unit. That is my only complaint about the experience.
Sharon W.
|
Overall Experience
Rating:
5.0
very clean, secure, facility
PHILIP M.
|
First Impressions
Rating:
4.0
Moving in was easy and the staff was helpful with questions. My only disappointment was that when signing up I was offered first month free and yet still charged. The facility itself was very clean and easy to use.
Adrianna B.
|
Online Move In
Rating:
5.0
We used storage, trucks and U-boxes. We would highly recommend U-Haul to our friends.
Skipton T.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Kaitlin M.
|
First Impressions
Rating:
2.0
I was told I had a storage unit but after moving all-day went to put stuff in unit and was denied access.
Tina B.
|
First Impressions
Rating:
5.0
We will return in Spring!
Brian C.
|
Overall Experience
Rating:
5.0
Appreciate the security of the area and the convenience of the restroom.
Douglas D.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Carrie P.
|
First Impressions
Rating:
4.0
Customer did not leave a comment.
Eric P.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
frank s.
|
First Impressions
Rating:
4.0
Customer did not leave a comment.
JARED R.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Toynoia B.
|
First Impressions
Rating:
5.0
I really appreciate the staff professional attitude towards customers.
Franklin E.
|
Overall Experience
Rating:
4.0
The 2 boys there did not know what they were doing when we checked the trailer in but the next day the rep was great.
Chad C.
|
First Impressions
Rating:
5.0
Thanks guys
KRYSTAL H.
|
First Impressions
Rating:
4.0
The Bruns location needs more help desperately......the staff there were awesome but exhausted trying to keep up with demands. Owen keeps things running AND goes above and beyond at the same time. Please appreciate the people and their representation of the Springfield U-Haul location.
gina a.
|
Overall Experience
Rating:
5.0
Very clean, nice facility. The promotion of a free month was attractive to us. Probably would have filled my garage otherwise. And we are likely to pay for an additional month or two.
Owen was very helpful and pleasant to work with.
D W.
|
Online Move In
Rating:
5.0
Customer did not leave a comment.
Shawna H.
|
Overall Experience
Rating:
5.0
Had 2 storage units for 1.5 yrs to store belongings while looking for a condo to purchase. Staff was always helpful but sometimes very short handed. This is a VERY busy UHaul facility. Very secure and easily accessible.
linda l.
|
Overall Experience
Rating:
5.0
This U-Haul was extremely helpful and could answer any of my questions. I was able to utilize their vehicle storage while I rented the 26’ truck. Felt extremely confident that my left behind vehicle was secur.
Alfred H.
|
Overall Experience
Rating:
2.0
During the pandemic I tried several times to reach someone at the location by phone and email but was unsuccessful. I was able to get ahold of U-Haul but not the direct location that held my storage and was told that I wouldn’t be charged any extra fees due to the pandemic and me losing my job. I arrived to pay off my storage and was changed an extra $50 for a lien fee but I was told when I called that I wouldn’t have to pay any extra fees and that my storage was never in lien that those messages were automatic. The general manager then gave me his card and said he gets all the emails directly and that I had to pay the fee. That frustrated me even more because I had emailed them several times with no response and I was charged for something I shouldn’t have been charged for.
ALLENA L.
|
Overall Experience
Rating:
5.0
The staff are amazing!! Very helpful!
Michael O.
|
Online Move In
Rating:
5.0
This is the best location in town, with the most helpful and professional staff in the area
Travis W.
|
First Impressions
Rating:
3.0
Customer did not leave a comment.
tanya b.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Shawna H.
|
First Impressions
Rating:
5.0
The GM was extremely helpful as I went in to the store several times for boxes and truck rental before my move. The staff member who was working in addition to the GM also helped with the rental unit procedures. I enjoyed working with them. The rental unit building was clean and I feel my items will be secure there.
Suzanne P.
|
First Impressions
Rating:
4.0
My experience at this location is still positive even after our RV was one of many to be damaged by a couple of idiots
keith g.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Brigitte C.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
JUSTIN S.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Mary W.
|
First Impressions
Rating:
2.0
Customer did not leave a comment.
kim w.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
linda j.
|
Overall Experience
Rating:
3.0
I received text messages at 1 & 2 o”clock in the morning regarding a past due account that was not due as I had not used the storage facility but only a couple of weeks and continued to receive late notices by mail for weeks afterward.
gary C.
|
Overall Experience
Rating:
5.0
I want to make sure Owen (don’t remember his last name) is recognized for the excellent customer service he provides at this location/facility. He is friendly and professional and understanding with how he treated me regarding the account.
Hernando A.
|
Overall Experience
Rating:
4.0
rented online, unit was ready to go, turn in was a breeze as well. well run facility
brian f.
|
Overall Experience
Rating:
5.0
Good service!!
kim w.
|
First Impressions
Rating:
4.0
Very convenient.
Heather M.
|
Overall Experience
Rating:
5.0
The facility was great and the people were excellent to work with!
Michael D.
|
Overall Experience
Rating:
4.0
I wish you were open earlier on Sunday.
Debbie Y.
|
Overall Experience
Rating:
5.0
This storage place is clean and very well-managed. I did have to wait a while for the person in the office to assign another unit to me because the original unit was locked, but she took care of it.
Hernando A.
|
First Impressions
Rating:
5.0
Very helpful and courteous.
Michael D.
|
First Impressions
Rating:
4.0
All comments are final and cannot be edited.
ronald d.
|
Overall Experience
Rating:
5.0
/the 15 foot truck that I rented was easy to drive and fit my needs. Also, the free 30 day storage was convenient for me as I am in between houses at the moment. I recommended UHaul to a realtor frien
Doris C.
|
First Impressions
Rating:
5.0
Storage Units are new and in great shape.
Eileen M.
|
First Impressions
Rating:
2.0
Only Michelle and josh were helpful. The others were rude and inconsiderate. Even the manager Owen. He lied to staff and said he spoke to me when he in fact did not. Not happy.
Megan B.
|
Overall Experience
Rating:
4.0
The facility is tidy and appreciated. Staff gal locking up was rude. We moved all day and had a few belongings to drop off 15 min prior to close. She barked at us she needed to lock up 15 min early
kristine c.
|
First Impressions
Rating:
5.0
Owen and his team are very professional, friendly and knowledgeable. Great team to work with.
JIM B.
|
First Impressions
Rating:
5.0
Associate was very helpful and answered all my questions.
lisa h.
|
First Impressions
Rating:
5.0
Everyone was very kind and helpful. Thank you.
Jeanette U.
|
Overall Experience
Rating:
5.0
Very pleased with our rental. From start to finish we were treated respectfully, and friendly. Our needs were met in a timely manner. The asst mngr who assisted us was knowledgeable and helpful.
Terry L.
|
First Impressions
Rating:
5.0
Everything is fine
Barbara B.
|
First Impressions
Rating:
5.0
Everyone was friendly,took care of my needs.
david b.
|
Overall Experience
Rating:
5.0
Andrew was very helpful & thorough! Thanks 👍🏼👍🏼
Susan K.
|
First Impressions
Rating:
3.0
Very nice/convenient facility. Unfortunately, facility is NOT price competitive. Cut monthly rental expense by 50% for comparable space. Hated to leave but was unable to negotiate a cheaper rate.
Rod L.
|
Overall Experience
Rating:
5.0
So great to work with. I would recommend this facility to everyone. Thanks for helping me and going out of your way to provide me excellent service.
Novartis Pharmacuticals Corp./ K.
|
First Impressions
Rating:
2.0
Price increased dramatically while value increased slightly. Staff very unaware of surroundings when customers are in the store and often times are distracted while servicing the customer at the count
DAVID B.
|
Overall Experience
Rating:
4.0
All the arrangements were made over the phone after a initial visit. I was in another city. The staff are very friendly and helpful. A really good experience!
Harold B.
|
Overall Experience
Rating:
5.0
Everything was fine.
Barbara B.
|
Overall Experience
Rating:
3.0
We were trying to reserve a storage unit and it was not very easy to do.
We were told we had one but could not find out exactly which one we had
reserved. This seems to be more of a system problem.