Customer Reviews for U-Haul Moving & Storage at Glenbrook

Rating:

2.0

Always under staff. Very poor customer service due to staffing issue. Would recommend but would warn.

Rating:

5.0

The check engine light was on the entire 200 mile trip.

Rating:

5.0

The pickup parking lot was not ideal . Multiple cars were surrounding the truck making it hard to exit the lot of uhaul vehicles in the back

Rating:

4.0

I know staffing is tough these days, but there were 6-8 people waiting and 1 person working. She did an excellent job under the circumstances. But it would have been a 5 star if there were more people working.

Rating:

2.0

The employees present that day were understaffed due to an employee with approved time-off that the "boss" didn't communicate to the folks manning the store. Given the volume at this location, there is no way that just 2 people can handle all the work on ANY given day of the week. I arrived at about 9:30am and was unable to access my UBOX until roughly 11:15am. However, these specific employees were extraordinarily helpful in the overall process and definitely deserve a shout-out from me on their level of assistance, I can't really thank them enough for everything that they helped with, and under the circumstances they found themselves in.

Rating:

1.0

Unfortunately this was a horrible experience. While checking out the worker kept taking cell phone calls, getting frustrated and swearing when he couldn't find the keys. The facility was dirty and the bathrooms were very dirty as well. We did not feel welcome and did not enjoy the lack of customer service. No one even took us out to the parking lot to help find the correct truck. We will not be using this location again or recommending it to anyone else. When people are renting a UHaul it is probably for a big move or semi-stressful event, so good customer service goes a long way. In our circumstance, we were renting the Uhaul to move all of our belongings back home after a house fire. It was stressful and this was an awful way to start our day.

Rating:

5.0

Short on help

Rating:

5.0

Check out and return was quick and seamless! Professional and kind employees!

Rating:

2.0

I am not sure what happened but my reservation was for 9a and no one was there. I tried calling and got the 800 line and they said they would transfer it to a 24/7 reservation and to use the app but that didn't work either. I ended up having to use several minivans to move boxed (luckily this was a local move) until I finally got through to the store and someone was there. When I went to get the truck the lady at the desk was dismissive, unapologetic, and unwelcoming. I get that she was not supposed to be working and was only there in a pinch, but she still should not have been presenting herself they way she was. When returning everything went smoothly and the individual provided be a discount without being asked for the problems in the morning.

Rating:

5.0

Justin was awesome to work with and honestly takes care of his customers if anything is needed. He was kind and thoughtful. I would 100% recommend this location and Justin and his wife/coworker for any moving needs you may have. I couldn’t thank them enough.

Rating:

5.0

Actually, everything went smoothly. I was so impressed with U-haul's communication. They kept me informed of everything.

Rating:

3.0

Everything was good except I had to drive the truck across the lot and hook up the trailer myself! Normally, no big deal but I'm disabled and it was very painful, but couldn't wait around, for who knows how long, for someone to be called in to do it. I feel like it should have been connected and ready to go before I arrived.

Rating:

2.0

You charged me for gas when I brought back at 3/4 tank like instructed. Fuck you

Rating:

5.0

The young man that waited on me was wonderful and drop off was also nice.

Rating:

1.0

When I brought back the truck they were backed up on checking trucks in so the lady took the keys and said we were good. We brought it back 10 mins before our time was up. When I got my final receipt later they charged me another rental charge of $30 saying we brought it back 30 mins late since she didn’t check it in right away. Why would that not have been taken care of immediately? How rude to just charge someone and not even care. Had to call and get that taken care of. Then they didn’t refund me the mileage difference. I put we were going 40 miles and it ended up being 35 miles. It’s been 6 weeks and still no difference back. I even called and asked about it and was told they’d “make a note” for the GM. If you go to this location make sure you look at your final receipt because they will overcharge without a second thought.

Rating:

5.0

Thanks, always great service.

Rating:

3.0

I placed an order for a 15’ truck online - one way from Fort Wayne to Perrysburg. I received an offer to have a lower price to return the truck to a Toledo location instead of the Perrysburg location requested. I accepted the offer. Prior to my pickup day, i received a text asking us if we would tow a trailer to the new location as well and that would come with another discount. We chose to decline the tow as our timing was very tight. When we got to the U-Haul location to pick up the truck, it was ready, but the lower price that i locked in online was no longer on my contract. Our only choice was to pay the full price $114 vs $86 online order. Many in line behind us so we chose to continue with the rental - not fond of the way we were offered something online that was somehow taken away by someone and the individual at the pickup location could not adjust to our original contract amount. Just not good business.

Rating:

4.0

Friendly and we got our truck

Rating:

5.0

Emily D was knowledgeable and helpful during my rental process.

Rating:

3.0

Computers are too slow contributing to customer waiting line queue. One and only agent at counter was overwhelmed but handled the pressure well. Interior company communications poor to nearly non-existent. I had to hook and unhook my trailer by myself. Trailer was not at location I was directed to both the 1st time and the 2nd time and I ended up finding on a self directed treasure hunt rather than asking for a third time. One of the lights on the trailer I rented did not work. This location clearly needs a new manager.

Rating:

1.0

The lady that checked me in wouldnt leave her seat to show me where the van was. Told me I needed to check the mileage and if wrong to come back in. We'll i walked all the way around she said was a new van (was not) wrong mileage. Went inside told her and she still didn't get up. Another guy pulled a new van up from the drop off line and wrote down mileage and said here you go no paperwork nothing. Get in the vehicle, tires low and lights are out. Didn't do a full check at all. Checking back in the guy didn't meet me outside as the sign said. He didn't go out and verify the mileage and gas no paperwork at all. Never again will I ever go to that location

Rating:

4.0

the lady working the desk was very efficient

Rating:

5.0

Brad and Emily were amazing! They were so incredibly helpful and helped me with a major issue.

Rating:

5.0

This review is actually for the location at 3206 Covington Rd. The staff there were extremely helpful and friendly despite me being a dumba$$ and bringing the equipment to the wrong location (I just moved here so got the locations confused). They helped sort out the situation and gave me their names and their manager's name just in case something came up in the future. Great experience.

Rating:

3.0

Car maintenance

Rating:

2.0

Get a better system to allow for quicker renting and confirm availability of equipment for rentals.

Rating:

5.0

n/a

Rating:

3.0

Arrived to pick up the utility trailer and they said my reservation was canceled. How the heck would that happen when I didn't cancel it myself. I never got a notice it was canceled either

Rating:

1.0

It took 2 days and 3 reservations at 3 locations to get a truck. The truck I received had a 1/4 tank of gas so I returned it with a little over a 1/4 tank. I drove the truck 11miles. I tried to ask the lady working about the extra 30$ I was charged they said would be refunded. She said they were not going to refund it then charged my card another 56$ for fule. I was sent an email saying I owed 92$ for 21gallons of fule.

Rating:

5.0

Nothing, everything was great!!

Rating:

3.0

The truck they gave me was awful. The whole ride was bouncing. We all got motion sickness. The worst experience I’ve had with U-Haul. $160 bill for nothing

Rating:

2.0

When a customer comes back inside before leaving to inform staff the low tire light is on and customer is told by female staff oh it’s just the sensors and it’s no problem. During customer’s drive to and from destination the sensor kept beeping every so often with the dashboard showing the air in each tire well below the recommended 80 psi. Each tire had different air pressure the entire trip. Also, when customer returned the vehicle full of gas and informed the staff after being asked if customer had a good experience, customer informed this staff member about the tire pressure and that the drivers side turn signal did not work the entire trip as well. Customer was unaware of the turn signal issue until customer had to make the first left turn about 20 plus miles into the trip. Female staff expressed she was sorry customer had these issues with the male staff stating the vehicle needed to be put in the shop to get fixed. Female staff informed customer that an adjustment of the bill would be looked into. When customer reserved the vehicle via phone call with Andrea, customer was told that the charge would be 98.00 and .49 per mile over 120 miles. Customer got the receipt via email and was charged .69 per mile over 100 miles with total miles being 138. Customer was charged for 38 miles being over when it should have been 18 miles. Customer would like this looked into as customer believes there is gross misconduct regarding the vehicle and the charges customer was charged as the charges are approximately 50 dollars more than what customer was expecting, not to say the condition of the vehicle.

Rating:

2.0

There was no option to put that the vehicle needed maintenance items done BEFORE you take the vehicle. (The tires were in very poor condition, it had a warning on the dash about the turn signal being out)

Rating:

5.0

Very busy place. Need more staff.

Rating:

5.0

Excellent service, keep up the good work

Rating:

1.0

Returning truck took for ever. Truck leaked rain water and got some of our things wet.

Rating:

1.0

We were asked by Uhaul , by phone, the night before , to drop off the truck to this location. We agreed. At 1045 am we returned the truck. Awful. Just awful. Rude employee at the counter when we dropped the truck off. One hour later, we received a phone call from this location asking us why we haven't returned the truck. WHAT? We already did! She puts us on hold, comes back, and says, " oh, never mind, we found it." No explanation, no apology. What awful, disorganized, rude, staff. We will NEVER return to this location. Never.

Rating:

2.0

Hard to navigate, the uhaul app doesn't work.

Rating:

4.0

Very kind personnel at check out/in.

Rating:

5.0

Drop off location was great and employees were wonderful

Rating:

5.0

The only issue with returning the truck was with the app which froze when I tried to do so.

Rating:

4.0

Staff was very friendly and helpful

Rating:

5.0

Shout out to Kevin who helped us unload our towed car -- he backed up that trailer like a boss. Very kind and upbeat.

Rating:

1.0

Had trouble getting reservation cause the girl was fairly new. Ok. I can overlook that. But I made it clear that when I came to get the truck, the man who was paying for it wouldn't be with me as he is a veteran in a nursing home and I would be picking him and his things up after I got the truck in the morning to take him home. Then I get there at 9 am to pick up truck as per reservation. No one in the store. It's raining and there are 8 different people waiting. I called the other store and someone finally showed up at 9:23. Then the 2nd one came in, girl from the day before, at 9:30. And she says, in front of all of us waiting in line, "haha, I was only half an hour late." Then, when I finally get to the counter, all the info from the day before is gone! Had to call the nursing home and have him give his payment info over the phone and start all over! NEVER AGAIN WILL I USE UHAUL!!! Total shit show!

Rating:

5.0

The trailer that was reserved days in advance was not available, so I rented a different trailer and it had brand new tires.. pulled smoothly

Rating:

5.0

Nothing, my experience was excellent. The staff was very helpful.

Rating:

3.0

When scheduling a hitch install, a patron should be able to make an appointment to have hitch installed for a specific time. I was instructed to have my car to U-Haul by 0800, only to be told they will "get to it" sometime before 4pm that day. WHY MAKE AN APPOINTMENT!!!

Rating:

5.0

Thank You very much. All of the Employees were very Helpful, Courteous, & Professional (Telephone & In-Store). I had a Positive Experience, overall. The Issues which I encountered as a Customer were..... Your Computers/System were down, Printers not working, and the Call Center thinks that every Location in my City has NO Available Carts, Dolleys, etc. I learned at the Store, that this is because your Computer System won't allow Employees, to place Products as a "Checked-In" Status. Luckily, the Printer was working when I Returned it; so was able to get my Receipt and Contract. I don't have the Technology, to access it through your Website, etc.- we already tried that option. I Appreciate Everything and Everyone, who Helped me! Blessings & Best Wishes to All!

Rating:

4.0

Friendly, knowledgeable and efficient staff. Our online reservation through U-Haul was cancelled due to lack of equipment and we were referred to this location. The staff quickly responded, found the required vehicle and although not 'ready' for service accommodated our needs in a fairly short timeframe.

Rating:

3.0

Provide the equipment that customer reserved and don't make excuses for having to substitute a smaller truck.

Rating:

5.0

I won’t be using U-Haul again. I got the U-Haul right after it was checked in and wasn’t cleaned but when I turned it in I was charged 25 dollar cleaning fee. My quote was about 90 with the mileage being 50 miles. It was only about 20 miles but I was still charged 91 because there was a 25 cleaning fee. Just funny it wasn’t cleaned before I got it but the person before me and I were charged the 25 dollar cleaning fee. That was never part of my quote and it should have been and should have been cleaned if someone else used it.

Rating:

2.0

There were screws and wood pieces in the trailer I rented. The reservation was for 0900, but due to issues with the credit card readers we didn't leave the parking lot until 0950.

Rating:

5.0

The staff were very kind and helpful! Keep up the good work!

Rating:

5.0

great service, staff was efficient and helpful, i was in and out in min, for pickup and drop off!

Rating:

5.0

This location and its employees provided the best experience I have had in over 55 years of using U-Haul to move belongings. They were friendly, knew their job and had great sense of humor. U-Haul should be proud of the people that run and work at the Coldwater St. location in Fort Wayne. Kudos!!

Rating:

1.0

The worst customer service both picking up & returning. Waited for 45 minutes in line with employee's kids running around screaming while the mother constantly yelling at them with customers standing in front of her. Employees having conversations with each other about things that weren't work related. One young man in the morning was alright. He was trying to work. I will never rent from there again. People behind me were leaving and going to other locations.

Rating:

3.0

There was only one person trying to do it all.

Rating:

1.0

Fire Lisa. She was standing there, screaming at her three children to close that fucking door I’m gonna give you fucking kids melatonin so you sleep all fucking day. Then proceeded to tell me about how her baby daddy is taking her to court to get full custody of her kids because she treats him like shit. they didn’t have change for a fella. She very rudely said I don’t know what to tell. You screamed and yelled at her kids some more absolutely no professionalism honest to God you should be embarrassed. The store was packed and she’s screaming at the top of her lungs at these kids. They didn’t have anybody’s right trucks. Nobody knew where trucks were. She was talking shit about her fellow coworkers she had no idea where any of the keys were. I paid for somebody else’s U-Haul. She doesn’t know how that happened. I tried to sit there and explain how it happened, but she wasn’t having it. she told me she was two hours late. kept telling me she’s about to make their fucking Grandma come get those kids then kept calling the grandma a deadbeat then the GM called because everybody was so flustered the store was packed instead of saying hey man, we could use some help she quickly changed her tone and said everything‘s fine except for we don’t have change for a man’s 50. They’re like 15 people in the store. And not one of them knew what they were doing kept complaining about how much money she made she didn’t make enough how the new employees make more than she does. Kind of want my money back.

Rating:

2.0

I rented a enclosed trailer from Fort Wayne and drove to Toledo Ohio, I arrived and realized there was a padlock on the trailer from the previous renter I assume. I had to drive 20 minutes each way and buy a grinder to remove the lock, then drive 20 minutes back to the place I needed the trailer for

Rating:

4.0

Have more employees on clock at all times. Have a simple radio/walky system for communication the employees can where when they are in and out of the building.

Rating:

2.0

Trailer came off truck during travel. Rented trailer for 2 days returned it after 1 day. nevergot my 1 day rental back. Rental pickup location will not return phone call. I will never rent from you again. I will encourage friends to do thesame.

Rating:

5.0

The agents at this location were very helpful and when I explained my experience with the Mount Joy location, they issued the partial credit that was supposed to have been issued by the Harrisburg/Mount Joy location. I have used this location a couple other times and they were also great experiences.

Rating:

1.0

The manager double charged my card and This is the second time that this has happened and it's only because the manager's greedy and wants more money I feel like.

Rating:

5.0

Bradley R assisted me during pick up and drop off of my rental. Very good customer service!!

Rating:

5.0

Customer service was great

Rating:

4.0

😎👍🏾

Rating:

1.0

no instructions, Staff did not know how to work the system for entry, the alarm went off when we were in and no one could reset itt. could not drop off our truckload because the alarm would always go off when the door was open. Wasted three or four hours, including the time, over an hour just to turn the truck in when we were there on Sunday

Rating:

5.0

Larry & Tim good guys..

Rating:

5.0

I am so happy with this site and the staff. They are incredibly kind and down to earth. They are friendly, helpful and some of the new cest people I have met in Fort Wayne. The site is clean and very safe!! I would recommend this site very highly and give it a chance as your first choice. They really are good people here!!!

Rating:

5.0

They were professionally helpful and gave me a piece of mind as to helping and providing assistance to and around the facility.

Rating:

5.0

The lighting in the hallways should stay in the while there are customers in the building. A lot of times I would be in my un lit unit, and the hall lights would go off!

Rating:

5.0

Very helpful and knowledgeable staff winter yard to help me and I thank him for all of his help

Rating:

5.0

Excellent overall with friendly and amazing service.

Rating:

5.0

The staff are friendly and helpful in all the way through. I will recommend to friends and will use this business again in the future.

Rating:

5.0

No issues with the unit; it was very convenient and we always felt safe using it. The staff are friendly and helpful and we had a good experience!

Rating:

5.0

Very friendly staff. Would definitely recommend to anyone needing storage space

Rating:

3.0

I did notice that with this room 1510 I did not have a lock in the unit, and when I went to get one and try to explain the guy at the counter was definitely not interested in anything and did not even try to help. Honestly he seemed more interested in just sitting there and listening to the point he had playing loudly.

Rating:

5.0

Friendly people and the facility was clean and easy to navigate!

Rating:

5.0

Take truck J4205 out of service. It’s junk. Struggles to maintain speed and it burns gas

Rating:

5.0

Your employee named Haven went above and beyond in providing outstanding customer service. She is certainly an asset to your company!

Rating:

5.0

Good

Rating:

4.0

On e rude agent but other than that all was fine

Rating:

5.0

The facility was clean and appears secure.

Rating:

1.0

3 weeks into my first month with U-Haul self-storage (which is free if you rent a trailer beforehand and return it) my unit was almost cleared out by the staff. One of the employees didn’t process my storage unit correctly and my name didn’t attach to my unit so they assumed someone came by, put all of there stuff in the unit, and left. They broke my lock on the unit, went through my stuff, found my degree and learned my name but never contacted me. I went in by chance to grab a gaming console I left in MY unit and they were talking about how they had laid claim to all of my stuff and that they planned on clearing it out if I didn’t show up within 72 hours. One of the employees even mentioned she “had dibs on my tv”, I was baffled and they said they’d only give me a month for free. If this is how issues or errors are handled at U-Haul self storage I’ll never be using this again, this experience wasn’t made right in my eyes and after they attempted to sell my unit to someone else? I’m going to recommend my friends and acquaintances that they find a different self storage facility. This experience has upset me and it has added anxiety to an already stressful situation as I had just moved across the country.

Rating:

5.0

Did have some water damage from unit but over all it was cool.

Rating:

3.0

Rates are too high

Rating:

1.0

Call 8125819723

Rating:

5.0

The staff were very friendly

Rating:

5.0

Everyone went above and beyond to accommodate me.

Rating:

5.0

Manager or person at time lady was excellent.

Rating:

1.0

The truck that was rented to me should not have been on the roads. It had a broken headlight & the tires were completely bald, namely the driver rear. Also your staff member Desirae was extremely rude & dismissive of my safety concerns. This was a less than pleasurable experience.

Rating:

5.0

Awesome staff!

Rating:

2.0

I called the office and informed them I moved out after the office closed the gentleman on the phone said he closed the account and I received a email letting me know that they were charging me for another month because I didn't physically walk in the office and inform them that I moved out.

Rating:

5.0

I was never informed on rental contracts will hold a $20 charge if you are unable to log the truck back in after hours when I called and informed the agent that I couldn't get the truck check back in

Rating:

3.0

I still have not been reimbursed or received receipt when I left storage unit.

Rating:

5.0

Excellent facility.

Rating:

2.0

I will have ttte truck back around 11. Your mom was very helpful yestetday. Thank you.

Rating:

5.0

The employee who helped me named Tim demery went above and beyond to assist me with all my questions and concerns and helped me load my car with the supplies I bought. It was amazing customer service.

Rating:

3.0

Reserved a storage unit, but was not available at check-in. Needed a larger unit that was available, so I let it slide, but that's a huge problem. I asked ahead of time if I was guaranteed the unit I reserved and was told yes. This was not the case.

Rating:

5.0

Amazing facility that’s heated WITH a bathroom

Rating:

5.0

Jennifer and Lucas were absolutely amazing!!! They were very personable and even though I was very complicated and it seemed like nothing was going right as far as my U-Haul rental and storage rental they were very patient and helped me out tremendously. They both went above and beyond in order to help me and definitely deserve recognition and a raise :) Will definitely be Referring everyone to them over at the U-Haul Glenbrook store!!! Tremendously satisfied with the customer service I received and if you ever lost these two you would definitely be losing a huge asset to the company.

Rating:

3.0

Customer service couldn’t leave more to be desired.

Rating:

5.0

Josh went above and beyond for me today. Product is important but customer service is key. Josh is the reason I will use this location in the future and will recommend to friends.

Rating:

3.0

I tried to book larger unit, which the app said was available. When I went in to get unit, was told unavailable. The unit I got wasn’t much bigger than my closet. No elevators which it said facility had. No one answered the 24/7 call button.

Rating:

5.0

Friendly in Fort WYne Indiana

Rating:

5.0

Great and friendly staff

Rating:

2.0

Unit not the size I was told it was going to be

Rating:

5.0

Great staff. Very friendly. Helpful and knowledgeable

Rating:

5.0

Harrison was a big help!

Rating:

5.0

The service of trying to find me a storage unit was phenomenal. The employees worked together to help figure out the issues that were not their fault to find me a unit. Would send future customers to these employees.

Rating:

1.0

Problems the entire experience. I rented a 20 foot truck one way and was supposed to get in writing a free one month storage unit and they gave me a 10 x 10 x 7 where the capacity of the truck exceeded the amount of storage. So, I paid too much money to get the free storage unit that I could not use. Then, I had to use Public Storage not free. And the mileage costs .99 a mile from Uhaul. Now, I have to rent another truck from Uhaul and pay to get my personal property out of Public Storage not free and the mileage adds up. I would like my next rental truck in town free as they gave front loaded me mileage at rate and I paid that I lost out on never using. Theresa Slater 8104445848. Not happy.

Rating:

1.0

Rented a 20 foot truck and only gave me a 10 x 10 storage unit and my stuff would not fit

Rating:

5.0

Dee Love - new Asst. Manager from the downtown Ft. Wayne branch is exceptional; yesterday (5/14/21) she went out of her way to accommodate my near future move needs. Other staff are excellent as well (Denise, Mike, Jennifer & Josh).

Rating:

2.0

I want my money back didn’t mean to get it

Rating:

5.0

Everyone at the Fort Wayne U-Haul were very helpful, knowledgeable, and friendly. I would go there again and recommend favorably.

Rating:

5.0

The storage facility allowed easy access, was very secure, and allowed for tremendous peace of mind in that confusing time of moving things around, being located at the UHaul truck rental site. Easy peasy, and thank you.

Rating: