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.
Express check in still had to wait in a long line. Didn't really save any time.
Customer was amazing. Great job!!
Had a reservation for 11a 10/24 - no truck available but told to come back by 6pm - got a truck - much bigger than needed but got the job done for my 1 way move. Had to spend more on fuel than I should've but I'm learning these big u-haul stores are disorganized when they get busy. No more - I'm going to the smaller franchise stores in the future!
I don't have confidence that words will change the corporate process. I'm of the believe only lost revenue will receive attention. Should that occur, I'm hoping it will be significant.
Not much
Very nice customer service team! Thank you! :)
Personally I was standing in line for a really long time which is whatever but the dude that was working there right next to the manager had a really bad attitude towards everybody that walked up I didn't even talk to him and I could tell that so I would recommend working on the attitudes and trying to make everyone's day a good day by have a good attitude.
Unfortunately this was a far drive for me. This particular shop is fine, so I can't fault them on how another shop handled my reservation. My reservation was changed without my knowing due to the original one not having the equipment available. I only found out last minute when a customer service rep gave me a call from what I believe was a call center. Either way, this was easily another hour added on to my trip I wasn't counting on and I'm much hesitant about using Uhaul in general.
Better info for the drop box location
I had reserved a truck well in advance of the scheduled pickup date. When I arrive to pick up the truck I was told there were no trucks available. My response was there are two 26' trucks in the parking lot. I was told by the haul employee that one was broke down and the other was reserved for someone two days later than my scheduled pickup date. It was not until I got upset and raised my voice that a female employee intervened and made sure I received my truck. They were very unprofessional.
I left the keys to the truck in that Black box by the door where you go into the door of the building it was the second one at the bottom like a lock box I just closed the box I don't know if I needed to put a code in or what but I didn't I just closed the box for Aundraale King on 10-25-20
The guy that helped us here is the only positive, literally everything else was a nightmare and I'll never come back to uhaul
Make it a little easier to find the office. Everything is in the very back and not designed efficiently.
Had reserved a truck at a different location that was far more convenient, went to pick up truck and was told they did not have one and that I had to pick up at a different location. The employee showed zero empathy and was extremely condescending when I asked why they didn't communicate this to me. All in all the different location cost me close to 2 hours of additional drive time as well as the additional miles. I will do everything in my power to not use U-Haul again.
from the beginning of my visit the store manager who opened the door catered to the black person behind me even though I was first in line. maybe because I wasn't black like her. I had to wait to be seen by this one man who was good at checking me in. when I returned the truck I had to hunt someone down to check me in. it was a mess with trucks scattered all around some partially blocking the return entrance. no organization.
Location was too busy for the amount of staff working. Waited longer than I feel was necessary. Staff was friendly, but seemed unorganized.
Make sure the equipment is in working condition
Jennifer and Felix is amazing
The whole scheduling process was very confusing... I got 5 or 6 calls beforehand from different people to verify my info because their system apparently didn't store the info. Then, I got a call to schedule my boxes to be delivered after they were already at my house. Then, on the day they were to be picked up, nobody showed up and I finally called them to find out what's going on. I was happy, however, with the amount of belongings that fit in each box, and would use them again if the need arises.
I had to extend my contract at last minute and staff was very helpful. Set me up with a plan to save me money. Thanks
Thanks again from Top Dog Moving!
Parking is a bit of a puzzle to figure out. Signage was appropriate.
Gas was not full . I had to put 3.6 gallons of gas in it to return it full..I traveled a total of 9 miles.
Professional and friendly, Great custom service!
Van was dirty and it did not seem as if it had been sanitized.
Checked in online, and still waited 45 minutes in the lobby to pick up equipment. This is a process issue, not a service issue. The agents were friendly, professional, and apologetic for the wait.
One turn signal did not work.
They did their job with a smile.
Everything was on point. Friendly staff also
I want to thank the gentleman that checked me in. He was very helpful, even though I was less than friendly, especially after moving all day. My back was killing me, my head hurt, and I was starving. But he was very polite and understanding. Thank you!
Uhaul is probably the worst company I've ever worked with. The complete lack of competency and lack of communication has deterred me and everyone I know from ever using this company again.
We use a car dolly for transporting a car from place to place & believe this year's price increase was too much.
more assistants are necessary to accomodate customers I was called 2-3 days after I dropped off the u-haul asking for when I was going to drop it off - apparently, something didn't get properly reocrded.....glad that was resolved.
When I picked up the truck, I was told I could use the truck as long as I needed for that day. Then I was called at 1 o'clock and told I had to have the truck returned by 3 o'clock. I was told that another customer was waiting to pick up the truck at three. When I got there, there were five or six trucks waiting to be returned. No one was waiting to get the truck I had. I was not finished moving but was forced to return the truck sooner than I had requested. Horrible customer service!
More counter help. Lines were long.
Dealing with the U Haul phone system is truly a pain in neck. It seems as if all calls get routed through the 800 system and hold times were at times extremely long. When the U Box arrived for loading in Wisconsin there were no issues. They called the day before and the driver called the day of when she was 20 minutes away, that worked great. When the box arrived at our destination it was dropped off with the security bolts still attached. Since my toolbox was locked inside it took awhile to track down a wrench so I could take them off. The contents were in good shape, no problem there. Overall dealing with the Wauwatosa WI location was easy and efficient, the Surprise AZ was a little more difficult.
Increase staffing levels. There was only one person working the counter.
First, The staff couldn't print me a receipt the printer was broken. The email that was sent to me the receipt portion was un readable, when I went to return the trailer the guy outside couldn't find me in the system so I had to go inside and get in line, there was 5 people ahead of me at 20 to 30in per person that is an hour and 40 min. When I get up there and give my name he says your good all checked in. Now I asked for a printed receipt and the printer was still broken, the man I work for is very adamant about having receipts to reimburse the employees now I don't have a receipt to give my boss so I can be reimbursed for the money I show them the one on the email and it's unreadable and he can't use that and you all won't print me out one so can you tell me how I'm supposed to get reimbursed without a receipt. This is not the first time that I've had some problems with this particular U-Haul something needs to be done there and especially somebody in charge because I know that I will never never go back to that U-Haul for anything.
Not charge an outrageous rate to return this little trailer to a location closer and more convenient to us, considering you did not have the equipment available at the closer location to begin with.
It was a good experience and the staff was friendly. Our time at the location was less than a half hour to get hooked up to the trailer.
Called spoke with Jason multiple times about having my uboxes ready to go on a trailer with hook up to a 15 foot truck per reservation. But when I got there the boxes were not even on a trailer and there was no one there to load them up. I had to wait for almost an hour with my moving help ready to unload , 30 minutes away at my house. Ethan was obviously stressed as he was the only one doing anything around the place! We had to wait for him to find a chance to head to the warehouse and load up my boxes and get trailer hooked up to truck. I do want to recognize him for that. Additionally, Jordan was the ear that heard my concerns about how long everything was taking when I had an entire crew waiting at my house to unload the boxes. These two guys were great, but on the whole Uhaul really let me down this time. Ethan needs some help around the place! There seemed to be people there sitting around doing nothing! Jordan listened to my concerns, but he did not hop into gear to help Ethan. He did mention that it wasn't his job to help with the uboxes.
Best management ever
excellent store and have used them many times. highly recommended and very professional. took my input and ready to act immediately on it.
Good rental service.
Great experience and the trailer even on heavy wind handled very well.
The original delivery was not possible due to topography of the last mile. Therefore, I had to rent a U-Haul pick-up and self deliver two U-Boxes from Surprise, AZ to Wickenburg, AZ and, once loaded, back to Surprise, totaling 172 miles of driving at $.59/mile or an additional unanticipated charge of $101. Other than the added cost and time spent in transit, the service and support by U-Haul staff, both on the ground and online/on the phone was excellent. The U-Box business model is genius. Keep up the good work.
I made advance reservations and talked to the REP 2X during the 9 days before flying from South Dakota to Phoenix. Upon landing at the airport, we had a call from Uhaul rep that our 26ft truck was not available. No apology! She could care less ! I cried!! We had to Uber in 106 degree heat/with luggage to 3 different locations to find a smaller truck and trailer. 70 years old with heart pacemaker, my husband then had to drive all night with this equipment he did not order. Horrible experience!!!!
Th place seemed understaffed. I waited 25 minutes to be helped with a reservation I had checked in on line for (supposed to save the customer time picking up> At the time I picked up I declined the 8.00 insurance they offer, which I was charged for anyway. I again complained about this whenever I returned the trailer and was told it would be removed. Got an updated invoice the other day and it's still on there. Checked my CC statement and has not been refunded to date. This is the fourth time I've rented from this location and I have been pleased the other three times. This last time, however, did not meet my expectations
Outstanding assistance by the young man that assisted us outside with our return. Great customer service and a very warm disposition, despite the AZ Afternoon heat And the Hunan virus mask. Great job!
I was locked out and called the manager and never received a call back. I traveled across country and waited from 730 to 930.
N/a
U-Boxes were dropped off on time. After organizing U-Box pickup, after loading was completed, boxes were not picked up on the original pickup date. Uhaul said they had no record that they were supposed to be picked up, even though I called the day before and confirmed pickup. Had to schedule another pickup date. Uhaul did not call the day before to confirm pickup and again, I had to call Uhaul to confirm pickup was still scheduled and the time it was scheduled for. On the day of the pickup, Uhaul changed the pickup time from what was confirmed. This was the most disorganized move I have ever done.
my third ubox is missing. I have many important things in this box, I have reported the missing box to Gary Buckingham in Surprise, I will be making a police report on Monday October 12 of my missing pod and as much of the content as I can remember. I am very dissatisfied with the handling of the pods at U-haul.
Everone that I came in contact with was very friendly. Front deck workers were great.
Very effective and efficient
Great people great job very friendly
Jennifer was very helpful and professional!
Everything was great
Impossible to call and talk with someone. On hold, a lady did say she would get to us in a moment. We waited 20 minutes next Salk just automated voice and didn’t wait as long. Finally we had to drive down to place of business.
Jennifer and her team provided for all my needs and then some. I will be returning to this location for all my moving and storage needs
The staff was unfailingly helpful and friendly. One nice lady even warned me that I had a taillight out so I could take care of it before I got a ticket. Our storage area was clean and well lit.
Very convenient for us
All my questions were answered and received assistance with checking in and finding my unit.
I went to the Uhaul office in Surprise on June 14th. The young man sold me a lock and did not tell me to put it on immediately.He did not have me sign a contract, I recived a call from Jennifer regarding the contract. I said I would be in to sign. I never can get thru to the Surprise office. Sat 6=27 another call from Jennifer wanting to know if I had moved out, I hadn't even moved in. Because I did not put my lock on the leased the unit to someone else. So I spent another hour getting a different unit rented and locked up. I feel the service was very poor until I talked with Jennifer face to face. I now have a unit and we are moving items in on Thursday. Your phone service is terrible, Put on hold forever and then you don't talk to who called you and they person you do talk to does not know what they problem is. This has not been a good experience. I hope this is not an indication of what my renting experience will be. Darla Nordstrom 208-869-1786
Check out took an inordinate amount of time. U Haul procedure is very inefficient
The young lady who waited on us was exceptional. Very friendly, knowlegable,and welcoming.
The only issue was the access method. Sometimes it worked with the card sometimes it didn’t. Then you had to use the keypad. Sometimes it worked sometimes it didn’t. Then you had to go to the office and wait in line to get help.
Every one was very helpful and friendly.
The staff was extremely helpful, and very friendly. They were great to work with. The facility is nice and affordable. Thanks!
The access hours are a real negative but the location and setup are very nice. Thank you!
We were charged for a month's rental and we moved out only a few days into that month's fees. We asked for a pro-rated return and were told they don't do that, call customer service and see what they'll do. We were customers for several years and apparently this is meaningless to U Haul, so should we ever need storage again we WILL NOT use U Haul ever again. Got GOUGED Customer !!!!!!!!! 02-20-2020 Surprise, AZ
Otr trucker with 2 high dollar storage units. Always on time. There was a bank issue that caused a one day delay. Yep! Charged a late fee! Congratulations. You made 30 dollars and lost a customer for life. We will never ever use anything Uhaul again... Period. Friends and family are warned to steer clear. Hope it was worth it.
Very clean and easily accessible
A round lock was put on my unit but not communicated to me. I had to wait to get it removed. Overall good service and experience.
As a new customer unfamiliar with the building and our locker location, it would have been helpful if the associate checking us in would have physically walked us to the locker the first time.
Most pleasant experience. Well managed
The restroom is cleaner than most restaurants.
We have had a great experience with the staff and facilities at this UHaul- we can’t say enough! Megan has helped us and we always felt valued. Clean facilities too! Great job, Jennifer and staff!!
Easy to sign up and easy to release contract.
Thank you for great service and friendly staff
A big ‘Thank you’ to the staff when I signed up for the unit and again 13 months later when I no longer needed the unit!
Friendly staff, clean environmentally controled facilities, great place to store your stuff!
The staff went above and beyond to accommodate our needs. There loading dock was very convenient with lots of dollies to make the ove in and out simple. This place is awesome.
Everything went well. There were no problems.
nice place
Above average
Access is limited and a bit dangerous when busy. Need more signs to guide people to exit on back side of building. Parking is very limited.
excellent service very kind
Very nice and thanks
Good, clean location with easy in- easy out access. Staff was courteous.
all good
Pleasant and knowledgeable staff. Explained available options to us well.
Very upbeat and helpful staff. Very clean facility.
Was very satisfied with the professional way the business was handled. Everyone was very respectful and knowledgeable. Will recommend your storage to family and friends thank you
Great place!!
I appreciated doing business with you all!
The staff was friendly and helpful. They addressed my questions and were able to guide me to the appropriate storage unit size.
The young lady that helped us was great. She was knowledgeable and very helpful. her name is Allison. I hope that you pay her well because she is sure an asset and also knows how to close. John Alex
Six years of safe storage.
Easy and convenient
Very clean storage and has the necessary move tools to use at no additional costs. The office people are the most accommodating that I have ever been associated with. Very helpful and friendly.
Every thing was great. The only thing that bothered me was the hour waiting in line for the truck. There were only 2 people trying to help alot of customers. Other wise the service was great.
Very helpful
It made my move very smooth and easy! Thank you!
clerk was helpful
Parking south side of building made it nearly impossible for my car to squeeze between parked vehicles and returning uhaul trucks in line waiting to be processed. Exit around back not obvious.
Thank you for keeping my life secure while I’ve been traveling to help other people’s lives. I’ve never worried about my belongings being secured. I knew they were.
nice and clean will reccomend
Everything at this location was done as it should be
Very fast!
The free storage for a month was very helpful in my moving process.
I did not like the storage. I hated having to haul everything in a elevator and moving it so far from the truck. I had to get another storage until but went to different company because I hated it.
The gentleman who helped me had so much patience and accommodating I was impressed.
Staff not trained well and they were giving customer info verbally instead of writing it. No pass cards on hand till Tuesday. Just seemed to be lost and unorginzed.
Staff was a pleasure to work with.
No words to explain but was a more than good experience when you need extra space to store and extra days to unload EXELLENT!! Thanks for ever to Uhaul from me and my family.
Came in to move out 4 people standing behind counter 1 working 2 drinking Lattes and eating , gentlemen who finally helped me was rude, food and beverages sitting on counter , not professional.
Excellent facility. Best storage in Surprise.
Very clean.
Only thing I would sa is no one should use this location due to poor communication
Great facility
Thank your
Overall experience with U-Boxes was very unpleasant. Wayne worked so hard to make things right! He is absolutely fabulous and went out of his way to make sure I was communicated with. Don't lose him!
Was nice and very helpful Property is clean and great shape
2nd time I have rented at faculty. I am a repeat customer.
U box got there safe and sound
Very good experience. Sometimes there is a pretty long waiting time to get waited on in the store. Maybe an extra person would help. I have waited as long as 30 minutes to buy some tape and a box.
Great place
Very friendly staff, storage bins are very clean. I would recommend this place, well maintained.
A
To Wayne Barthél, DAWN SALISBURY, whom I first talked to on the phone and who later set up the storage space, is a GREAT representative of U-Haul!! She is helpful, efficient and genuinely friendly.
Worst moving company in USA. Your computer billing/ordering program is horrible.
Very nice and helpful .
Always very professional and handled all transactions perfectly.
The Staff were all excellent and eager to help.
The U-Box I rented was "misplaced" in Santa Rosa, California, After two weeks, the U-Box was "found" in storage at the Santa Rosa U-Haul facility and arrived in Surprise, Arizona 10 days late.
The truck I rented was a piece of crap with horrible headlights. The storage units I rented were not put in the computer and I had to verify and argue with the staff to prove that I had ordered them.
I had two storage bins reserved and they did not put it in the computer and I had to prove that I ordered them before they would help me. It was inconvenient.
UHaul Corporation needs to revamp their 3 party "moving" process. 3 separate entities that do not communicate directly with one another created great disappointment and frustration with our move.
Wayne general manager there at Bell Road U-Haul was very very helpful. Every one of the staff members were great, accommodating and knowledgeable. They help me with all my storage questions.
Everything good, but always very busy and had to wait.
The staff was great and made me feel comfortable leaving my stuff at u-haul.
Saturday I pulled in to your location and was immediately helped by Rosa Mercado. She was very efficient and thorough. She explained the process of swiping the card and then took me to the unit.
Prices are high but quality is good
We used a U-box - Simple, rapid, efficient & economical way to move..
Worst experience I’ve had in some time. The storage manager, Sarah, is the only reason I rated the staff friendly and helpful.
My overall experience was very good and if I need storage space in the future, I would use this facility again.
Everyone was very helpful and courteous.
Nice, vlean facility. Highly recommend to everyone!
Thank you for making things easier
I especially appreciate the availability of carts for use in transferring items to and from the unit. Also, the ability to drop off donated items by the entrance is a plus.
Very happy with service and equipment.
Very nice place professionals
Thank you
none
The employees were great, though they need more of them for this location. The line was quite a line each time I was here.
The front door gal forgot to give me my swipe in card or even tell me about the swipe card until we were leaving. She stated she wondered why their alarms were going off but they let two hours go by.
The facility was good and I thought the price was fair, the staff was to a person unfriendly and unwelcoming.
we haven't done the move or storage yet
The man behind the desk was very knowledgeable. He showed me the process and a rental inside the office. He walked me to my unit and explained everything from the lock to Tetris. Great customer svc
Great guys to work with. Helpful, nice and informative.
The people here were very helpful. I am concerned about my 10x10 climate controlled space temperature. It is the on 3rd floor. It was very warm and almost hot. Concerned for my stuff in storage.
None
Temperature was pushing limit at times and sometimes there was limited staff (1 person working the desk area) at the front desk when there was a line of 5 - 6 people waiting for assistance
Clean and well maintained. Always plenty of carts available
Excellent facility, friendly and helpful staff.
Jesse was professional and courtes.
Absolutely the best facility ever used. Each staff member was pleasant, happy and very helpful. While in transition to our new home, my plants survived in the climate controlled units.
Thanks
This was service at its best.all staff starting from the top was helpful. The manager helped me unhook the trailer that I didn't rent from there.they let me stay late to finish loding. Asked if I ok
Could not be happier with the service received. Everyone was extremely helpful and knowledgeable. Prices are very competitive as well - your price on boxes better than anywhere else.
I have used U-Haul services many times in the past years. This was my first experience using a U-Box to move some household goods to AZ. The experience was great - everything went as promised.
We moved everything out this past Wednesday, the lock is off....Please stop billing auto pay as of today, Sunday. Thank you, David Robey 303 884 0822 cell #
good job used you for 2 years no problems
Overall really good experience
