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.
I never had a chance to use the storage space
This is honestly my least favorite location and experience with a U-Haul location I have ever had over the years. On Friday, February 26, 2021 I went into the store at approximately 1815 hours because I tried calling, but once again, I was routed to a call center. When I arrived none of the staff was wearing a mask. When I advised I wanted to access my two U-Boxes, I was asked if I called and I advised I attempted, but was routed to a call center and that I was simply coming in because that was the most effective way to do so and wanted to access my two U-Boxes on Sunday, February 28, 2021 at 1100 hours. When I arrived on Sunday, my U-Boxes were not available because the person who was working had no idea I was supposed to be there to access the boxes and advised my U-Boxes were buried and it would take 10-20 mins to remove them and make them accessible to me. I was able to condense down to one U-Box and when I went back to the store to advise I was completely out of one of the boxes, I once again noticed none of the staff was wearing a mask. The person who assisted me told me she would check me out but I stood there to make sure it actually happened because I didn't want to be charged for another month. I also was hoping to get a pro-rated refund for the U-Box but was told they don't do that. Each time I go to this specific store location, the employees always seem like I am putting them out by asking them to allow me to access my U-Boxes. My experiences with them have not been the friendliest. I would not recommend this location and my experiences with this specific location has really soured me on future interactions with U-Haul. I will also not be surprised at all if there is some sort of retribution from this location about this review.
They need more help at the counter. Customers were lined up to the door and our wait was 20-30 minutes while staff walked in and out of the area.
It was kind of irritating that we reserved a unit online with all of our updated information and then we got there and our unit was absolutely not reserved and they didn't even seem to have our info stored in the system. What's the point of reserving a storage unit
Charged me extra don't think that was fair
This team is Awesome!
I still don't have my receipt by email from my check out 2 hours ago. I need it for reimbursement!!
A nice big location. The staff where polite and quick. A couple of questions were answered to my satisfaction. I would use them again.
Upon using pull behind trailer it came unhitched down highway. I almost lost it but maintained control and was able to stop safely. I used trailer on bumpy roads and it came loose. Not sure what happened but I think screw down square tightener on hitch was not tightened enough when I picked it up from uhaul. The trailer swayed and almost flipped. Handle on hitch broke from hitting chains as it was swaying (I'm guessing). I was 100 miles from returning it to dropoff location so I reattached trailer since it was fully functional. No hitch damage just handle. Then dropped it off after hours. I purchased insurance so I'm glad I did. Overall horrible experience. Will NOT rent from UHAUL again seeing how clamp on hitch came loose from not being tightened enough. Those can come loose on rough roads!!
Had to go in 3 times to get someone to hook up trailer. Never changed unit # or email me right contract until I called corporate Forgot to get blankets and one tire was almost flat after we got it loaded. Had to stop twice to air up tire.
Very convenient and easy to access facility and the office was great.
The worker Michelle lied me about the ability of one month free self storage in Moreno valley CA . She should be fired. Other employees were helpful and nice.
Too many customers and not enough employees
The employees were professional. The appliance dolly was shot, wheels are shredded. It was used only once and scratched my entry deck. Good thing I didn't use it inside the house. It was useless. Employee should give me clean dolly with like new wheels.
Haven't arrived yet.
NON of the staff wore mask or cleaned credit card key pad between customers.. Hand sanitizer not available. They spoke with other customers as well as staff while working with me. Unprofessional. Facility clean..Truck clean..
If you look at your records, you will see that my wife and I have rented trucks from this location five times in the last few months. We have returned trucks late, on-time, and early. We have made last-minute size changes. And, we have rented trucks from 12' to 26'. Every time we rent, the counter staff is excellent. Twice, they were new employees still figuring things out, but they had great back-up from (I'm guessing) a shift leader who answered questions and helped make corrections. Returns have been incredible simple and quick. It's always a good thing to have a good experience with any service, but to have such consistently good experiences five times in a row -that says something both about the company and the leadership of this location. Well done. Highest praise. Keep doing what you're doing. Alan Potts.
People at desk were polite, respectful and nice.
Customer Service was in need of customer service training
Great service thank you
This particular location is always very helpful and friendly. I have always had a positive experience.
Excellent experience. Will rent again. Very efficient staff, all-in-all, a very good rental experience. Thanks.
The location was great, the staff was great. The truck was not cleaned it was not horrible but there was trash in the console, so i sanitized it myself. (just in case)
The auto transport I rented was missing a safety chain. The U-Haul employee took care of it and installed a safety chain before I left. The auto transport license plate lights were not working and the license plate was not visible at night. I received great customer service, I just think the condition of the trailer was not checked thoroughly before it was rented.
Hire more people
A few more staff on hand would be helpful as it took a little more time than expected to check in. However, everybody was very kind and helpful, patient with our questions and happy to give us any information they could. Great, quality service!
Staff were friendly
Signage was a bit confusing for first time arrivals. Wasn't sure where the office was located. Service from all staff was exceptional! Great customer service!!!
Check in rent very smooth. Guy at front desk was nice and had helpful suggestions.
The truck was clean and the move was effortless. Great customer service with the people that helped me. The booking website is really easy to use and I didn't get confused ever. Great system in place.
The girl that checked me in was AWESOME! She was very personable and professional. She was actually cleaning a muddy truck when I pulled in and went inside to take care of me. She is also pregnant! Excellent employee. Give her a raise!
everyone was very helpful. The equipment I rented, ran flawlessly.
The two movers we hired from Yoli's were outstanding. They were fast, friendly, polite, and neither one used any profanity.
Perfect and very efficient. Strong recommendation for both Wayne and Keith. You always get the job done. I have a question. What is the charge for a 5x9 with ramp if rented from 7am until 7am the next morning? Please contact me at (760)564-6977. Let me know your hours of operation. Thank you, Red Ralls
Made it super easy contactless drop off fast and friendly definitely a good place for service
The return was easy, takes far too long to return but other than that it was friendly and accomodating.
I travel from Avondale to this location because the experience is far superior than any other location we have used.
Nothing, same as the other uhaul location, all good...
Thank you for helping make my move go so smoothly. I especially like the added service of helping me book movers. That's awesome! The movers are super professional and fast!
Not much. I have never had a negative experience at this location. They make transacting business easy!
Took a long time to get waited on.
Perfect. Thank you Wayne. See you soon, Red
Limited parking area to pick up equipment.
We sat at this UHaul dealer for 5 1/2 hours to have a trailer hitch installed then discovered the lights didn't work right and when we shut the car off the trailer lights wouldn't go off we had to unplug each time it set for awhile to keep from running our battery down. We are very unhappy with the service this location provided. We will be taking our car to Springfield, Mo. dealer to have this problem corrected we hope. If this isn't corrected we will take other action to get it resolved. With the rental and trailer hitch installation we paid nearly $1,500.00.
Trailer was not properly hooked up, was not going to disconnect from the vehicle but I believe the chain for the breaking system was not connected? This was pointed out upon return. I hope there was no vehicle damage caused?
Very good job
Hope and all your representatives did a great job helping me get the van. Return was simple and easy!
Did not give blankets/pads which were paid for. Confirm customer has received all items. Did not go back for them.
Dropped off the trailer the next day right before 5 and employee said they would check it in the next morning at no extra charge then charged me for 3 days
Wash the truck exterior. It was filthy. Make sure paid for items are in the truck (blankets)
Great experience last 3 times in a month with this location!
Rating based on inadequate staffing that resulted in me having wait 30 minutes both times tor picking up and returning equipment. The time of day in both cases was certainly not peak times.
I lost a day of moving help because the elevator had operating issues. The 'manager' said the next day that it was working, but when i tried, it was not. Turns out she lied when she said a repairman came out and it was fixed. Another person said no one was called to come out and repair it. I was sold 2 locks for both units, then found out there was already a lock in each unit, but still charged me for the ones i didnt need. Only 1 elevator for the size of this location is ludicrous. It needs at least 2.
The general manager was phenomenal! After having a bad experience at the location in Laveen earlier in the day, I wasn’t sure what to expect. She made the experience of returning the trailer we had rented in Detroit and accessing our free 30-day storage unit there a very pleasant experience. We rented a larger trailer in New Year’s Eve to complete our move and again were completely satisfied with her service.
Very good customer service
Very good customer service
Made reservations a month ago and they still couldn’t provide me with a big enough vehicle to move my belongings from California to Arizona. once I got to Arizona the storage unit that I had reserved was not available and I asked them what we can do so they gave me 4 5 x 5 storage units which still didn’t fit even half of my stuff. Worst moving experience ever U-Haul is terrible.
Customer service very professional.
Thank you very much!
The wait to get service or to talk to anyone is horrible. Need more staff at peak times.
After making online reservation, original unit assignment was 2086 and was locked and unavailable for use upon arrival. Had to be reassigned to another unit, 1119. One week later when trying to access storage unit we were locked out because of billing errors which had to be fixed by on duty staff. That is back to back weeks that we incurred difficulties. We are concerned about future problems.
All staff went above and beyond their help to make my move in a positive experience.
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
Jennifer and Felix is amazing
Best management ever
I was locked out and called the manager and never received a call back. I traveled across country and waited from 730 to 930.
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
