Customer Reviews for U-Haul Moving & Storage at Glencrossing Way

Customer service is terrible. The manager and clerk were rude and arguing with each other in front of customers and then turned that attitude toward the customer.

Safe, secure, and clean! I would definitely use this storage space again in the future if need be.

The two employees were mother/daughter and extremely rude. Speck all the daughter. I was told the truck would be in spot A or the next spot B and had to go out and try the key in 3 trucks to find it work in the unmarked spot to the left of A. I then turned the truck on to find the check engine light on. I drove up to the front of the store and the young Lee clerk came out to ask what was the matter. I told her the truck's check engine light was on and she said it didn't matter that it was always on. I asked why it was on and if I was responsible if the truck has mechanical issues and she responded back I told you it's always on. I then repeated the am I responsible part of the question again and got the same response so I asked a 3rd or 4th time to which she said no...I told you it's always on. I left the lot aggravated and not confident the truck was safe and/or I would be at risk for leaving with it. Had I had more options that day and not under distress to move a few things I would have cancelled. I am in the field of process improvement and I wish no ill will towards this individual rather the learning to put yourself in the shoes of someone else who may be going through a challenge if renting a truck last minute for 4 hours and to be kinder. I know I could have managed my stress better as well.

They went the extra mile to help me out.

I ordered a36 ft. On the internet. I ended with a 20 ft!!! That's unacceptable. Why preorder?? I should have been made aware of this BEFORE getting there.

Please put proper instructions when returning after hours

I was not offered the option to pick up at this location and drop off at a location close to my destination, causing me to drive from the west side of cincy to the east side and back just to drop it back off. I called back up to see if I could change it so i could do that and the women on the phone was extremely rude to me. Will not be returning or recommending this location

The online checkout system is slow and not as easy as expected. Also, this locations called us multiple times to return the truck early after telling us the return time was 4pm.

Highly recommend U-Haul for your moving needs.

Uhaul smelled like an ashtray and I had to sit in it for 16 hours. I was promised a 15' foot truck and was given a 10' foot truck.

Have had my items there for three years became illl and can not get back but the only picture I have of my father and grandfather are in there . So three years later l am still a customer.

Front desk employee rude and not willing to help at all. Complaining about her job and her responsibilities

I did self checkout to avoid coming in contact with anyone because of Covid, and I still had to go inside anyway. I was told the truck assigned to me had just been turned in, which was apparent because the truck bed was pretty dirty and the fuel about a quarter of the way down. I had to clean out someone else's mess so I didn't get charged for a messy return. I also had to go track down another attendant to get the keys, who never set a word to me despite me talking to them twice. When I returned, the same attendant seemed annoyed I had started the return process in the app and told me to just finish it at this point so her time wasn't wasted. A very unprofessional trip all around.

I arrived at 6:35 and placed items in my vehicle. Pulled to the sign and waited 15 minutes as the sign instructed and no one came back out. When I went in they said I was past the last check in time and to follow the after hours checklist. The app wasn't working. Was on with customer service for over an hour trying to resolve what to do with truck. Taking it home and putting more gas in a vehicle I no longer needed made zero sense. And after being disconnected three times from customer service left the lot at 830 pm. Never again.

Respectful and helpful.

This location was fine - - but getting to that point was horrid. Your website didn't impress - No I don't want to create a login, No, I don't want another app on my corporate cell phone. Called the first location nearest me, and they tell me they haven't been doing UHaul for at least 4 months, Called the next one, and nobody answered - Twice. Called the third, and I have no clue who the hell anserwed, and the gibberish was unintelligent. Finally called Colrain, and at least got a response, and they would have what I needed tomorrow. I get there the next day, and yes they have a 16 foot/ ramp unit (lots of them) but none for a one way haul (that's what they set up for me even though I told them I'd be dropping at Wakeman)- - so 30 minutes later, I end up at Glencrossing. I put a lot of extra miles on a rental just to get one. I lost time, miles and wasn't very happy with all of this.

There is a few alarms that just go off, I would call it in and was told that it just does that and have to deal with it.

The employees was so rude, and arrogant. No smile on face no explanation on rental. Also if asked questions don't give answer ninety.

I had to wait while the manage talked on the phone- and I was very stressed because of a situation created by the pick-up location- but they served me well once they were able to do so.

As I walked to the door with the rep watching me walk to the door to close out my unit, she locks the door, I had to tell her she saw me walking to her and locked the door which is very rude I had one minute before close so I could close the unit and not pay another months rent, her manager made her open the door and closed out the unit which literally took 30 seconds, only bad experience I had.

Customer service was excellent!

I was given a truck ( that was reserved ) that had the engine light fault illuminated. Obviously the truck has mechanical problems. The employee said it's been like that for awhile. There were other trucks available, so there was no need to give me a faulty truck. A clear case of discrimination ( racially and gender motivated). Will NOT use this place again.

Fabulous experience! Thanks so much!!

The app is terrible. Will never use your app again.

Tina is very rude to everyone

The remote check in process was a hassle. Wouldn't accept photos of DL, had to try multiple times. Paid for a dolly, didn't have instructions to get one out of the cage (picked up before store hours). Had to verify another phone number for reservation, that part was a hassle.

very good time of need great service

Tina was very helpful and Danielle was very friendly. I feel they both have me great customer service!

All of the staff was very unpleasant. When I walked in the door, a young woman with her mask below her nose got up and walked away when I approached her counter, informing me that I would be helped by someone at the other end. The other young woman who was instructed to help me had her mask below her nose as well and replied that she couldn't help me because she couldn't close out of the reservation she had up. After about 2 minutes, she decided to help me. She was very cold and when my boyfriend said very nicely that he had parked in a marked spot, and did he need to move his car, she snapped back with "you need to move it!" Though I had already reserved a truck online, she still had to ask me all the same questions I had already answered. Then when it prompted me to sign after inserting my card, she again snapped saying this time not to sign. She handed me the key and my paperwork, then gestured vaguely to where I would find my rental. When I returned the rental, hours before my time expired, I pulled up to the designated spot. I heard the back hatch open and close. The same young woman came to the driver side door, with her mask down and staring at her phone. She snapped that I could get out of the car because I was good to go. I asked if I should leave the key in the ignition. She said yes, like it was the stupidest question in the world. I gathered what I had in the front seat and left, not told what my final charge would be...not even having the miles checked. The lack of customer service was appalling. I wasn't expecting to be put on a pedestal, but at least being treated like a human and not like a stray dog you don't want in your yard would have been nice. The truck itself was great. The experience was terrible.

Everything works well at this location. I use this location often I've never had any problems here

Better customer service person was not professional

Before even renting my name was flagged for the previous rental being extended for days. It was all completely paid, & I had spoke with multiple people about the situation at the time & nobody mentioned a police report or list? Then the truck was completely filthy. It looked as if it had not even been attempted to be spot cleaned in months. My girlfriend spent over an hour just making it clean enough where is was comfortable to drive, not to mention the money she had to spend on cleaning supplies. Then when going to return the truck, the lady had an attitude over the phone, as well as when I dropped the truck off. I spend a decent amount of money at u haul, &am very disappointed in this servive.

Reserved a van, I couldn't pick it up because of system down.

I was surprised to be billed for mileage after leaving the site, so I was not totally satisfied. I have rented from Uhaul many times from Monroe MI to Cincinnati and never had extra miles charge but this time I do, I don't know why.

When I returned trailer I did not receive a receipt that I returned it. Is this normal policy? The attendant was very cordial in taking receipt of the trailer

The truck did have a little problem shifting but other than that it worked really well.

Have someone that can deal with people, the person we had seemed rude.

The location with staff on site was by far the best

Friendly staff. Easy pick up and drop off

The doors to the business were open when I returned the truck, yet they were not very helpful and dismissed me. Kind of rude

Most of my furniture was damaged in some way. I didn't think moving would be at the expense of My furniture being damaged. I paid well over 5000 dollars for damaged goods. Very disappointed!

Having a backup camera on the cargo van was an incredibly pleasant surprise! It would be awesome to have backup cameras on all vehicles in the fleet!

Get more workers. Your workers are overwhelmed with a time consuming checkout process. I love what this company does but you need to fix your stores now. Also you're “mobile check in” is to the max, completely flawed and glitchy. Also you need to come inside to check in AFTER you check in on the phone (because you don't have enough workers to complete your promised tasks. You can do much better and I know how you can.

The attendant was easy to work with. Things went smoothly. No issues. Nice facility

Fast service friendly staff

Staff was rude not very helpful.. Seems to be an issue for this location

Make sure the gas is where it suppose to be before a customer gets it

Matthew was excellent.

Quick, friendly service. Great running equipment!!

The ac was not working in the rental. The online check in was having an error when attempting to return the rental resulting in me spending 30 minutes on the phone with customer service to fix.

Rude customer service personnel. Blaming the customer for website issues.

Give a receipt at checkin. I got a not so friendly call telling me I needed to return the truck I had returned 2 hours previous.

Return location not convenient

When I was looking for the vehicle that I reserved on line I was misdirected to look in the wrong pickup lanes. Everything else was good.

The Uhaul Team Staff are the best ! From the management especially Matthew, go above and beyond to help customers. Moving is so stressful and they are kind knowledgeable and always ready and available to help us. I give them absolute top notch rating!

I paid too much for having it over a year. Didn't get what I paid for. i rented trucks often and never got a deal or given a break. I paid well for my storage and didn't get the same treatment as a customer. I paid all my months ahead or signed up for auto pay, and they would withdraw money 3 days prior to due date and still charged me a late fee every month except last two. I call ahead the day I move out so they could stop auto pay because it was withdrawing like clock work 3 days early every inspite of paying late fees every time. so when I arrived at my units I had additional locks on there, and had to fetch someone to remove them. I wasn't given a proper reason why they locked mine up.

Excellent access, carts for use to unload from your vehicle at the loading dock to your unit. I would recommend this facility at Glencrossing Way

I did not know that certain floors for storage costs different prices this wasn't explained clearly .The storage explained to me was too small and your storage prices are too high

I have been using uhaul for years and give you a ton of business by referral but this time we rented a storage unit and were charged a bunch of fees and could not make partial payments online. I tried to call constantly to work something out. Finally i was given an option that fees could be waived but i had to move out same day. It was ridiculous and stressful and im not sure why you wanted us to move out. We were only the current month behind by 15 days. Just maybe next time work with people and dont be so eager for them to move out. We were under coronaviris quarentine and you people were so rude and didnt care about that at all.

The men employees were great! The females struggled with customer service

Great experience the staff was professional and very helpful and the facility very clean.

Sherry at the Glen Crossing U Haul in Cinti. could not have been any more helpful, professional and an excellent representative for U Haul. I want to thank her as well as U Haul for her help and professionalism. She is a credit to U Haul. I have been a customer before and will be a customer again.

I move out on 12/09/19 and i paid on the 29 day of every month..i wounding if i get any change back also I didn't get my money back on my card yet i been calling my card..please let me know something

Very impressed with the cleanliness of the facility.

The guys were very helpful and we had a great experience with our service with them.

I was so impressed by this facility. The staff was exceptional. I loved that the facility was indoor storage, clean and available 24 hours. I also liked the area for items you did not want.

Personnel was helpful an polite

Service was great, only a little concerned that there was a rat trap in my storage unit. I hope that is enough to keep my belongings are safe from vermin.

excellent

The clerk, Maddie, was inattentive to my needs concerning purchase of packing and moving supplies. She remained on her cell phone speakig to her significant other for most of my time on premesis.

These guys are true professionals. They safety checked everything and explained in detail answers to all my questions. I was in and out in no time. kMt_Sr

Guy at the counter was Great!

Didn’t have any issues

Customer service was horrible. Richard Edwards just down right didn’t care about making sure my account was closed out. I was not given a receipt and confirmation. Just did not care to help me out.

Some staff was not helpful and my u-box was delivered to the wrong location AND late.

Facility is clean, lighted, and safe to access at all times of the day! Staff is professional and gives great service. Only issue, need more than one person working the counter during the day.

Ive been a variety of size storage units the last few years, I’ve been very satisfied with my uhaul experience. Thank you.

N

The only complaint I have is that an alarm always sounded for a few seconds after opening my container. Honestly, there was probably a security code to use prior to opening but I had not learned it.

Great storage place...my stuff was well taken care of and the staff is absolutely amazing. I would highly recommend this storage facility to anyone!

Beautiful experiences would recommend it tp storage there

If I have a need for your service I would be there in a heartbeat

Poor service

I will always choose U-Haul for my storage needs.

They had our stored U-boxes out in an area where a truck could back up to for unloading of the U-boxes. The truck we rented was there and ready to load. Staff was friendly and very helpful.