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KIMBERLY HCustomer Reviews for U-Haul Moving & Storage of Sun City West
Testimonials From Recent Customers
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.
Very slow , long line and long wait to get keys despite on line reservation.
EDWARD MExcellent service all the way around. Thank you, U-haul!
JOANE HIt eas frustrating having Uhaul chane my reservation forcing me to make a separate trip to Surprise to pick up the truck a day early and tben having to find a safe place to keep it in Surprise overnight. To drive it home and back sould have cost $64 in additional milage fees.
JOHN KEverything was fantastic and we look forward to working again in the future! Thank you!
Raymond Dno room for improvement excellent experience, will reserve a truck again next move
TYMON MWay to expensive
RICHARD YWe want to commend the staff for excellent service, but also wish to compliment the moving helpers we had in Sun City , AZ and Indian Trail , NC but cannot create an account just to pass on compliments and give a rating. We ask that you pass on our highest rating for these movers for us if possible. Thank you.
LUANNE EPerfect experience. Easy pickup and return. Great equipment.
GERALD MEverything was smooth
Grant BThe Surprise team was great to work with. From the start they were helpful and able to answer all of our questions.
Faith MWorking with the manager when returning trailer and getting a storage unit . Great experience overall, and would definitely recommend to friends and family .
ANDY M | First ImpressionsWe were giving a U-haul that was cover with a black residue inside.. It covered all of our things and is very hard to get off or you can’t get it off. We used it from Arizona to Texas. The whole way it was shaking more than the u-haul did on the way to California. We stopped and check multiple times but we couldn’t find anything that was causing it. Come to find out… 3 miles from our house one of the tires blew and we had to wait 90 minutes for someone to fix it. Truly a stressful situation with having young kids in the car. I hope that U-haul has procedures across the board to check issues like this before giving a trailer to a customer.
BRAXTON SEverything from start to finish was stress free with U-Haul. The metal boxes are worth the upgrade. Thank you U-Haul Team!
Breanna CHad to return the first uhaul due to the steering wheel needing to be turned nearly 20 degrees to drive straight. Upon returning the truck with problems I spent 90 mins waiting to get the new truck and most of that was because the original person helping me walked away to do something else leaving me to sit waiting for quite a long time. After sitting for 30 minutes another associate asked if she was still helping me and once he finished with his customer he proceeded to take over as her location was unknown. Many other issues happened here as they checked in my uhaul which messed things up in the system and resulted in me now paying more, over 100 dollars more, then got ANOTHER TRUCK WITH ALLIGNMENT ISSUES. This rental cost me an immense amount of money and I did not get service that came near that cost. The manager eventually was called to come back to finish helping me as there were many mistakes made that she needed to correct. The truck I got after the long wait had soda spilled on the inside of the windshield that wasnt easy to clean and again, had alignment issues which surely added to my fuel cost. This was not a good experience and I do not recommend this location at this point. THE RETURN LOCATION WAS FAR AND AWAY AMAZING. THESE WORKERS SHOULD BE THE STANDARD AND I FOUND MYSELF WANTING TO SPEND TIME JUST SIMPLY CHATTING WITH THEM AS THEY WERE BEYOND PLEASANT. THANK YOU OSCEOLA MILLS.
JOHN MVery accommodating and helpful with reservations and any needed changes to reservations. Large lot with easy access and lots of rental options.
JULIE PGreat
MONICA CHad to drive to this location after the first location only had one of the two trucks we rented. Then we found out that this location only had half of the material moving equipment we rented and we had to go back to the original location again for those items. This put us behind schedule with the movers we hired. It was very frustrating to start our move this way.
GLENN CI had to go back and forth between two locations to get both trucks and all of the moving equipment I had reserved. This put me behind schedule with the loading crew I had set up. Uhaul needs to coordinate their equipment better. Elyse at the Arrowhead location was very helpful and accommodating. She was very professional and helpful, plus she followed up to make sure that we were satisfied.
DANE PJust remember to always fold the blankets when returning them nice and neat.
EFREN AEverything was great! The only thing I would have liked is to be contacted before the box was picked up at the location I was moving out of.
Ashley HUsed this location several times and always pleased!
Felix Mwhen i picked up the truck the sales person said you should take the truck home and load it ,then come back and we will hook up the car carrier and load your car. i did that and when i got there they said it would be a $20.00 charge. Af. also when paying over $7000.00 to rent it i thought that is was pretty crapy. also when i returned it in Scranton,Pa they did not charge me to remove my car. Good job Scranton
WALTER PEvery employee went out of their way to help us and make us feel appreciated. From the people at the store to the people on the phones at dispatch to the drivers for delivery and pickup. I wish all customer service everywhere was this nice. Thank you.
Terry SManager Ashley is always helpful and knowledgeable. We really appreciated all her help.
james c | Overall ExperienceI had a really great experience. The woman that helped me when I checked in was really helpful and the young gentleman that helped me attach my trailer was the same that assisted with my drop off. They both went above and beyond. I’m terrible with names but if there’s any way to find out who they were, they deserve some serious praise.
DESTINI CKeep up the work you're doing. Turn in was seamless
RANDALL DI have two units the first one was not what I was promised, I reserved a lower floor in climate controlled and when I got there to unload it was taken and I had paid for it. But for the second one they were more careful to get me what I needed . I am a 78 year old lady and unable to load or unload things so must pay people to stand by as I am paying them by the hour. The young man was very helpful this time and I got what I needed on a lower floor and he helped me with doors and locks.
Jackie K | First ImpressionsThe service and employees were definitely courteous and professional. I am very pleased with my interaction today.
Jonathan TI had some hardship I informed you guys last year I wasn’t going to be able to pay the storage and to go ahead and auction it off . It’s been over a year and now the cost has increased. I’m not working. If I couldn’t pay it then what makes you think I can pay it now . But my overall experience the place was very clean , very nice people . I’ve never been in this situation before so I do apologize.
Mary H | Overall ExperienceThe trick was a well running and solid engine and tires. When we got inside the truck there were empty drink bottles and other trash under the seat, we also found a wallet someone had lost on the previous trip. Customer service was excellent !
LORI N19.95 is advertised everywhere but I paid almost $70 for 2.5 hours for it.
BRIANNA MA fuse went out for the blower for the air conditioning unit so 100 plus degrees temperature. I loaded the truck and then when I went to drive the truck to the location I had no AC .
Kyle BThe entire experience was wonderful !!
Ebony WThey make the sheet as a full tank of gas when it was only almost 3/4 the heat shield is loose and mad a bad rattling sound. They had used it as a run around the lot truck so it was dirt in side. Lots of bugs on the hood bumps and back of the mirrors I cleaned them and other parts before I returned it to you.
MICHAEL LGreat process and all staff was excellent to work with. Much appreciated!
Chris CExcellent. Fast-&-efficient.
Stephen HEvery single person we dealt with along the way provided exceptional customer service! Everyone was warm, kind & friendly. We had a little snafu we live in a two bedroom apartment we rented three pods and they were overweight. The two lovely ladies that came to pick them up were amazing. They secured a fourth pot for us rescheduled us a new pick up date, giving us time to divide up our belongings between four pods And pick them up the next day. Are things arrived safely less than two weeks later in New York all the way across the country and were expertly picked up on time.
Autumn Khelpful and friendly staff
JAMES G | Overall ExperienceTwo weeks prior to my move I discussed with a lady at the location and advised of my plans to vacate my storage unit and told her the date. She indicated it was a day or two past when payment was due and would not charge me. I was then charged and I vacated the day I committed too. I would have vacated prior to the date had I known. I was ripped off and promise not kept. Seems every time I deal with Uhaul something like this happens. Fortunately the rest of the move went well.
Russell R | Overall Experience5
BARRY OAshleigh (sp?), the manager on duty was/is exceptional. When I moved to Sun City West in 2019, she was the one that checked me in on one of the two rentals within a month and she was multitasking and didn't miss a beat. Extremely efficient, knowledgeable, helpful, and didn't lose her cool. Kind and polite. U-Haul could use more like her. Thank you! Ernest
ERNEST PFast and friendly return
KIRK OGreat customer service! Not pushy...just gave us the info we needed to make sure that we had what we needed
TIM KI wish they explained how the code access pass worked a little better. explain that we have to go to one door for access to another door for checking in and out would have helped because it was confusing at first.
Brandi B | First ImpressionsI couldn't keep the mirror adjusted because it was loose which made it hard for seeing the traffic around me.
ROBERT CValentino was awesome. Went above and beyond to make sure everything was good to go for my trailer pickup. The world needs more Valentinos
ZACHARY GWe rented a 5’ x 8’ trailer for our camping equipment up north. The rental process was fast and easy. I used the online app to reserve a trailer. once I arrived at the pick up location it was a very easy check in and they had me ready to go in minutes.
JAMES DI booked a 15 ft truck almost a month in advance. The day of pick-up, I was told they didn't have any that size for cross country travel (they had plenty of 15 footers for local moves on site). So I asked for a 10 ft one, knowing the 15 ft one I had ordered was bigger than we needed. They gave the same answer. We were given an old 20 ft truck, and Uhaul only offered $350 for additional gas. The truck was way too big for our needs, blew all over the road due to size, couldn't get up through the mountains without running it at 4500-5000rpms(we were expecting it to blow up) and made for a miserable 3 days on the road.
JOEL ZService beyond reproach. Also the driver Albert was great
Nancy WI will never use uhaul for anything again. From the price hikes (the place i dropped off my truck on the 1st part of our move tild me that was the most he ever saw someone charged by uhaul) to the broken items in the u-boxes. We watched the driver drop our u-boxes very hard on the pavement each time and had broken furniture as a result. Also you picked up the boxes 3 days AFTER you scheduled. You changed the pickup time 4x. Uhaul is terrible and I may just make a documentary video for my youtube channel.
Christopher CService and driver excellent
Nancy WMade a reservation online for a 4X8 trailer. When I got there they told me they didn't have a trailer for me and I would have to go to a different site. They didn't know what they were doing and thought that a one way trailer couldn't be used locally. Three employees later the manager was able to explain to them I had a reservation and it was ok. Then they over charged me double for a one day use. After making another argument with them, again the manager had to come fix it. I used the online app so I wouldn't have this kind of problem. I didn't like the confrontations, lack of knowledge, over charging, belittling, no apologue, triple the time, and no customer service that was shown to me.
BURKE NIt was the worst experience I ever had. I went to four different U-Haul stores them telling me the other store has a trailer that I can use and drop off at a different location and none of them had one just to get rid of me for the next stores problem. But I can rent the in town use so I had to rent the trailer Being 150 miles away then bring it back. I remember you guys being better. I’ve been a loyal customer to you and you guys left me shafted.
IKE HVery fast and friendly service.
Gary WThe check in experience was poor. Not enough people and too much time at the counter when we got there, despite us filling out everything on-line when we reserved and then "checked in" and confirmed everything when they told us which location we could pick up at. There should be a counter for those who have already done everything on line and are just picking up the equipment. This is not specific to this location - we experience this same problem every Uhaul we go to.
LYNN TThe facility was very well kept. The manager was very helpful when I had a problem or a question. I would not hesitate to recommend this UHaul facility to everyone.
Steve A | Overall ExperiencePersonable employee at the return station. No wait, professional and very personable.
Kenneth HThis was an unfortunate experience that is not specific to one person. My move was riddle with set backs and equipment issues. At the end of the experience, I will not be planning to use U-haul for future moves on around town needs simply because the equipment and and customer support I received was only because I had to push my concerns forward. I was refunded portions of my bill because the rate didn’t not transfer when my original truck was not properly cleaned and was damaged with a hole in the roof. My auto hauler trailer had a blow out 2 hours into my 12 hour trip. Just not the experiences I was hoping for the investment made.
Jacob FWe asked specifically if tires were inspected and still good. I got the trailer home and just happened to notice a chunk of the tire missing. U-Haul sent a couple of repair people to my house (fortunately before we loaded and hit the road) and eventually got two new radial tires installed, making our trip much more safe.
SCOTT SEveryone was super friendly and helpful! They were able to give me a great deal for both trucks.
BRITTANY PThe service at this location was excellent. Christopher was very helpful and went above and beyond to help figure out why the lights weren't working when we plugged in the trailer. Thank you!
JEREMY AYou guys are a Jenke service I had done a reservation, which was not ready when I picked it up. On top of that when I returned it, they charged me an extra dollar 50 which I’m not understanding since how I paid for the unit upfront. I only used your trailer because mine was full, but I will never do this again. The fact that I waited almost an hour to pick up a trailer that I have reserved and then was charged extra when I dropped it off is bullshit and somebody should look into this because treating customers the way that you do is not right.
steven mno comments service was excellent
van lEveryone was so friendly and helpful.
ROGER M | First ImpressionsAn excellent moving experience. Customer support were extremely helpful whenever I had a question. The text message regarding updates...etc were excellent. A very positive experience. Will highly recommend.
Margaret RDrop off was easy
Michael BRobert was exceptionally helpful, customer friendly, and efficient when I returned my trailer. Such a wonderful person to wrap up a great rental with great equipment!!!
BEVERLY HI was promised a 10 x 10 climate controlled on ground floor. I am disabled and was sent to two rooms that when I got there had locks on them already so by the third time I sent the man to check it out first. It was a third floor room not a ground floor but had stand by loading team to unload the u-hall truck I had rented. I took it even if it was not what I wanted.
Jackie K | First ImpressionsTravel was nice and smooth. Thank yiu
BRADEN CAshley was amazing! Thank you for the speedy and incredible service!
JOSHUA GMy Containers arrived early! The staff (Lisa) was fantastic at the Sioux City, IA location. She got me connected with some local movers and things went Perfect! I can't thank Lisa and her staff enough for helping to make our long distance move easy & Painless! Thank you so much!
RICHARD PI really appreciated the staff at this facility, Manny, and Camden always very helpful and pleasant. Don’t remember woman’s name who worked in the storage unit areas but she too was always very helpful and kind. Thank you for the stress free experience!
rick b | Overall ExperienceEvery one was awesome! Thank you for such a great experience!
ROBERT B | Overall ExperienceAlways had excellent customer service while using the storage facility and renting trailers.
Rochelle B | Overall ExperienceThey were very happy.
MARY R | First ImpressionsA guy named Robert was very helpful. So nice since my daughter was by herself moving.. We enjoyed the moving experience more than ever before. Thank you and thank you Robert
DELORES L | First ImpressionsThank you so much
angela p | First ImpressionsThe staff was so friendly and helpful. Ashley is to be recommended for being very professional, knowledgeable and helpful from the time we arrived I will recommend this facility
sandra d | First ImpressionsThe guy at the front desk was not very friendly did not explain all the rules did not tell us that there was a lock inside our storage unit. He barely got out of the chair to even help us.
donald T | First ImpressionsThe people working were super helpful and knowledgeable. Thank you
Grant K | Overall ExperienceThe young man who helped me was respectful and courteous and responsible.
Brenda B | First ImpressionsYou exceeded my expataions. Thanks
Grant K | First ImpressionsGot too expensive and they do not let you know when the rent goes up if you have a peelbox and I do not like that part.Any other issues no, besides, not very well.Maintenance for storms and hours were not acceptable for 24 hours.You know, it was promised and they wanted to pay more if you wanted access code.That's not okay
Keirsten M | Overall ExperienceNotified the facility that I was done with my unit and that they needed to cut the lock off several times and I was still being charged for almost two years.
David S | Overall Experiencethe property is very confusin to find the building, the entrances, and the system fto let us in the building is aweful. there are few signs to tell us how to get around. the You Are Here sybol is wrong on a map. you can access to storage between this time and time tis on these day but only from this hor to taht hour, but if you blah blah bla, then you need to go to this door betwen these hours and use this pad then use this card then enter this njubmer, but only on TRuesdaty bwtween 6 and 4. never going to use uhaul
mat f | First ImpressionsGreat......staff members and awesome customer and team members at this location Manny, is supper understanding and very supportive and , Cathy is definitely awesome and extremely professional as well. I would highly recommend this location everyone who wants . Honestly positive and trust worthy product and services.
KAREN B | Overall ExperienceMaybe put in a garbage can, couldn’t find one anywhere
Claudia H | Online Move InI was helped by a gentleman by the name of Camedon, he was very patient and helpful. I was very appreciative.
rick b | First ImpressionsLove the free first month! Helps us get in our feet when moving.
ALYSSA C | First ImpressionsWould have given excellent but for the issue of the automatic payment system which did not work properly and I ended up being charged almost a months rent in late fees!
Shelley F | Overall ExperienceOnce I failed to secure my unit and upon discovery, called me immediately to secure it. Always cleaning and inspecting the facility.
Brad J | Overall ExperienceI reserved the storage unit from out of state. The process was easy and phone conversations were friendly and helpful.
linda c | Overall ExperienceThey are very helpful and friendly, I like their service.
Linda Q | First ImpressionsI would have preferred a first floor drive in unit but none were available.
SHARONDA W | First ImpressionsEven though they were short staffed, they took the time to make sure everything was correct, I greatly appreciate that!
SHANNON B | First ImpressionsMy unit a 5x15 was in a dark corner. The lights were constantly on the Frits in that corner and no light of any kind in my actual storage unit. Very inconvenient when I needed to get to anything in my unit. This is one of the reasons I moved to another facility. Also, the policy of not assisting customers with a lock cut when they lose their keys. This happened to me and I had to pay a locksmith according to staff. Other facilities do not have such a “policy “
LAURIE C | Overall ExperienceAshley and her team were wonderful to work with and I'll be referring people and will be back in the future if I ever need another unit. God bless!
STARDES B | Overall ExperienceNeed more staff on the weekend's
JUAN L | First ImpressionsAn easier check-in for unit and our moving truck would be nice. And a vending machine would be a great addition as it was over 100 degrees when we moved in and we ran out of water.
CECILIA E | First ImpressionsThought I should get my September payment $87.00 back as I moved my items out before the end of August.
WAYNE N | Overall ExperienceFast service and great price
CHRISTOPHER J | First ImpressionsI enjoy working with u haul s c west I'm wanting one more day
RODERICK H | First ImpressionsGreat customer service
Norman H | First ImpressionsStaff was nice but felt like they could use additional training. Process to get U-Box container delivered to area near my storage unit could have gone smoother. Not a lot of information was provided so I had to ask a lot of questions. U-Box could have also been delivered to a much better location near my storage unit - making packing of the U-Box in the high AZ temps much easier.
Mark H | Overall ExperienceThe female assistant manager (forget her name), was very knowledgable, helpful, & a joy to work with. She made the process very easy & understandable for us as seniors.
Donald I | Overall Experiencewas easy access to our storage unit. Camden was always so friendly and helpful
RAY P | Overall ExperienceThere was no air conditioning which is horrible!!!! I thought it was temperature controlled? This is Phoenix it was a bad experience to move things because it was so hot inside.
Keli L | Overall ExperienceCustomer service was excellent..!!!!
DEREK D | First ImpressionsAwesome customer service..!!!
derek d | First ImpressionsDina was a GREAT help & made sure the area my unit was in was nice and clean!
jocelyn a | Overall ExperienceThe facility was great but the owner manny horrible his employees mistake caused me to pay extra on the rental truck not sure how else to express my frustration but I feel like the owner is a thief for his employees mistakes
JAMES Y | Overall ExperienceVery clean and well lit. Never once saw a spider web anywhere. Moving carts were all in good condition.
Robert S | Overall ExperienceRob was awesome so was the other guy who first took my reservation, his name escapes me. I will definitely recommend this facility.
Stacie S | Overall ExperiencePersonnel was very friendly and helpful.
Dennis H | Overall ExperienceEvery one I was in contact with was very pleasant and helpful.
Giles G | Overall ExperienceThe posted storage access hours are Monday-Sunday until 10pm and office hours differ however this is not true while attempting to move out I was harassed by 2 of the employees telling me I had 20 minutes to get everything loaded because apparently the building my unit was in didn’t have the same storage access hours as the other units even though the posted hours were posted on the building of my unit. Apparently the access hours were the same as office hours for the building my unit was in, there was nothing posted saying this. The woman was extremely rude I had no idea that when I threw 2 pillows and two stuffed animals in the dumpster I was going to be charged 20 dollars she wouldn’t even give me her name just being aggressive with her little side kick boy she brought with her. I wouldn’t recommend this particular UHAUL storage facility to my friends just because of the way I was treated on move out.
linda d | Overall ExperienceThe storage attendant was so friendly and helpful. He reached out to me to make sure I didn't have any questions and even provided me with a free lock for my unit.
KIRSTEN V | Overall ExperienceGood job.
Richard M | First ImpressionsThey were all accommodating to my needs, thank you!
Barbara W | First ImpressionsThe gentleman who helped me with my new unit was very friendly, kind, had great customer service and made the experience very pleasant and enjoyable. Thank you
Sofia M | First ImpressionsThank you, Sherry
SHERRY R | Overall ExperienceMy overall experience was excellent and the staff was always very professional in response to any questions that arose throughout the process.
Jan K | Overall ExperienceNice place
glenn h | First ImpressionsThank you for being a first class storage company. Everything was great!
Sherry A | Overall ExperienceManny and the crew are great to work with. Excellent operation. I’m a small business owner and would be grateful to have any of this team working for me.
L M | First ImpressionsEnded up not utilizing the one-month free storage unit I signed up for, as everything fit in the new house. I forgot to cancel the unit but a week after our scheduled move-in the store called me for a "wellness check" since the unit was still empty. Was able to quickly and easily complete the "move-out" over the phone and I was good to go. Very thankful for the call so I didn't end up paying next month for something I wasn't using. Great experience!
ELIZABETH P | Overall ExperienceEveryone at front desk was helpful in signing up for unit and made sure that the code was working. Did have an issue with lock hasp as not able to slide it to lock unit. Anthony immediately came and replaced it so it slides very easily now. Everyone's positive attitude and a smile made my day!
Kimberly W | First ImpressionsNo problems what so ever
Thomas M | Online Move InGreat Service! Staff were very helpful and friendly
Victor V | First ImpressionsVery clean and secure.
ROSARIO D | First ImpressionsEven though the U-haul falsity was great the price was ro high for me
Ronnie N | Overall ExperienceHorrible customer service, the manager provides a contact number that he doesn’t respond to The staff very rude , in the future I’ll take my business elsewhere
Randy R | Overall ExperienceVery pleased with my experience. I would rent storage and/or trucks from them in the future. Thanks so much!
Emily T | Overall ExperienceThank you all so much!
SHERI V | Overall ExperienceI came here from another U-Haul that was not safe and immediately I was greeted warmly and felt safe at this U-Haul location, it’s a great place to store your possessions and they keep the place clean friendly staff and best of all is the General manager Manny.
Lori E | First ImpressionsCould be cheaper
Joseph B | Overall ExperienceManager Manny Granillo personally delivered a large packing box that I could not transport myself to my home. This service was way above and beyond what most other businesses would deliver in assisting a customer. The facility is extremely clean and secure, and the staff friendly and helpful.
harry t | Overall ExperienceThe employees at the storage facility were awesome!! Willing to help out with a smile!!!!
Michael T | Online Move InI worked for another storage company for 7 years and by far this experience with uhaul and my move in was easy, fast and amazing. By far better then the company I worked for
TERESA L | First ImpressionsThey were rude
danielle d | Overall ExperienceI don’t know the associates name, but she went over and beyond to help me. She’s very knowledgeable.
Rhonda H | First ImpressionsThank you for all of the support you have shown my Father over the years. Your team has always been so kind and helpful, today was no exception. My father had passed, and I could not bring myself to clean out his shed. I had tried to keep up his payments but got behind. I was informed the shed would be auctioned. Now I had to find someone to help me clean it out and quickly. Joshua negotiated a reduced payout and helped me access the unit. There was even a young man (I believe his name was Anthony) that helped us 'close our unit" so we would not have to go back down and stand in line. Thank you for making a difficult day better.
ROBERT M | Overall ExperienceAll employees were very helpful and courteous enjoyed my experience Whenever I came in contact with any of them.
LANCE L | Overall ExperienceGreat service
Brianna I | First ImpressionsThe key in code never worked for me. Honestly, I’m not sure what the point is if it all it does is say you were there. It’s not climate controlled, it’s temperature controlled. And most of the time it was 100 degrees in there. I was told there wasn’t a military discount and the lady next to me as I’m closing out the unit gets one for her storage unit. Only thing that I liked about this experience is how friendly the staff was.
Stephanie B | Overall ExperienceJoshua was very friendly and helpful in the process of renting a new unit.
Ree M | First ImpressionsManager was rude Keys didn’t match loci asked them to cut it off, they said I had to call a lock smith $200 dollars such bs
Scott G | Overall ExperienceI had a load of boxes on my truck on the door said it closed at 10:00 but it was closed up at 8:00 yeah
brian L | First ImpressionsOriginal storage unit I signed and payed contract under apparantly was rented out after I signed and paid for it. It also happened to be the last large unit. They only had 2 units available which were smaller than the one I needed. This will cost me an extra $100 per month. This is actually the 3rd time this has happened to me and another member of our family within the last 6 months. Not sure where the fault lies but it's very poorly managed to say the least. I wont be looking to rent storage units here in the future or recommend them to anyone. I did get a month of free rent which is appreciated.
CYNTHIA P | First ImpressionsGreat staff! Front desk awesome and Roger very professional! Great employee!
Richard C | First ImpressionsI'm only giving this place 2 stars because of my initial first experience when I came to get my unit. I had booked an outdoor unit 2 weeks in advance of my move date. I showed up and they gave me the unit, so I pulled around the u-haul I had rented and come to find out it was already taken. Actually ALL of the outdoor units were taken. The nice girl at the front desk though gave me an indoor unit even though that wasn't what I wanted, but she gave me a discount for the inconvenience. She was amazing, I wish everyone at this facility was like her. Fast forward to 1 year later. I receive an email from the "GM" that my unit has a discount and he wanted to know who provided that to me and that he was going to remove it. WITHOUT even letting me try to explain, he had removed the discount. I let him know this was an error by HIS staff and she was nice enough to help me out. He then asked for her name and some sort of employee number, which luckily I had on the agreement, but did he ever respond? No. Still removed my discount. Then about 3 months after that, they raised the rate! I went from originally paying $115 dollars to almost $200 for a storage unit I didn't even want. I reached out to MATTHEW MCNABB multiple times and never received a response. He was quick to reach out though if the bill wasn't paid. I hope they fire that guy because he does not know how to run a business and I would not recommend this facility to anyone.
Josh L | Overall ExperienceThis Surprise/SCW location was excellent! The staff was the best. I had to get a unit as well as a small truck. Every staff member I spoke with were extremely helpful and made sure I had everything I needed. I would no doubt return to this location if needed. Great customer service!
LORAINE G | Overall ExperienceFirst locker had somebody padlock on it and the second one didn’t have a padlock but otherwise it was a good place
Brian M | First ImpressionsGreT staff
Beau C | First ImpressionsThe facility was always immaculate and the personnel were always friendly and helpful. It was always so nice to be greeted in a friendly way and helped out with any questions I had. I thank manager, Matthew, and all his staff. Virginia Cicero
virginia c | Overall ExperienceI previously made a reservation to move my daughters storage from one unit to another. On the day I went in to do so, I hit a brick wall of red tape on Uhaul's reservation system. The attendant helping me kept cautioning me that the system would not move forward unless I had complete information such as the address for my other person to have access to my storage unit and the fact that I was not allowed to perform the transfer unless my daughter was present (even though I had the key to the lock). I had to then put my information and acquire a unit my self in order to make an attempt to transfer my daughters stuff to another unit, then the code did not work. It took me around 2 hours to get this done. with only a limited amount of personals on staff there are to many policies and processes to get anything done.
Rick D | First ImpressionsVanessa was very helpful and awesome. She is a great asset to Uhaul!!
Karen M | Overall ExperienceThank you!
alba r | Overall ExperienceVery good, friendly staff.
RAY P | First Impressionsthank you
JENNIFER J | Overall Experiencetried cancelling multiple times how they told me I could when I first signed the lease 2 years ago. Was treated rudely and ended up getting charged for an additional month even though I had attempted to cancel my unit exactly how they told me to a couple years ago. I am currently waiting to get in contact with the GM so I can get a refund. Should I see my money back I am willing to change my current rating.
Jonathan O | Overall ExperienceJo was extremely helpful
Dan E | First ImpressionsThanks
Patrick S | First ImpressionsThe Associates were GREAT & informative about the Whole , offering Extras even if I didn't need them I'll Definitely be using U-Haul in the Future Thank ya'll Garry Brantley
GARRY B | First ImpressionsGreat experience renting here. Staff was always very friendly and professional. Extremely convenient location. Facility was always in perfect condition. Love the community donation area. The only drawback was that it was not 24 hour access.
Roni G | Overall ExperienceI’m very happy with the service and storage facilities ✅💯
Atu H | Overall ExperienceThank you so much 😊
SHALISHA E | Overall ExperienceVery nice and helpful staff!
Rashell M | Overall ExperienceFor the size of my unit I felt that the price was too much. Every 6 months there was a reason your company felt to price hike. I understand you need to money. But all in all the unit size didn't justify the price for me.
William M | Overall ExperienceGreat staff! Great company!
JESSE L | First ImpressionsThe office staff was wonderful! I don’t know the name of the person that I dealt with at the front desk, but she was great. Helped me to change units when I realized that the one I had reserved would be too small. Also helped me to arrange to leave the truck rental at your facility rather than having me return it to another site after unloading into the storage unit. Thank you for all of your help.
Joseph K | First ImpressionsSpaces are clean, spacious, climate controlled, secure, & easily accessible . Staff is knowledgeable, expeditious, & friendly.
Karen M | Overall ExperienceI had to wait in line 30 minutes to get my space. Then two days later someone had put a second lock on the unit and no one in your office had any idea why. Your team had to cut it off so I could put some additional items in the unit. You right hand did not know what you left hand was doing. A total fiasco.
Steve B | Overall ExperienceI have only one complaint. I moved out on 27th of November and charged for December eventhough we checked out on 27th. I gave information to staff member working on the 26th of Nov. He said I would not be able to get a refund. I find that unfair since we used this storage for 4 months.
Roberta K | Overall ExperienceHad this unit for awhile, loved it. It was always easy to access, quiet, and the people who work here were pretty helpful.
Veronica V | Overall ExperienceOut standing job by all you employees !!
RICHARD C | Overall ExperienceHad to wait 30 minutes to get a agent to take my information. Finally another agent showed up. The online system would not work that is why I needed to talk to the agent. This was after being refused my confirmed reservation at the Arrowhead facility, who sent me to Sun City West. I will be out of the facility before my 30 days are up. Not worth the hassle of doing business with U-Haul storage.
Steve B | First ImpressionsI was charged for safe move when I specifically opted out online and in person. Nobody at the office could figure out how to reimburse me and the one person who could was not there. There was no follow up when I sent an email and again when I called the next day. I had to call uhaul customer service, and they were able to assist me right away.
Tiffani S | Overall ExperienceVanessa was great! Very helpful!
Therese M | First ImpressionsMy only complaint is I specifically declined insurance because I have USAA and it covers me in any vehicle I drive. I declined online I declined in person and I declined over the phone when I extended my reservation. I was still charged for insurance and nobody knows how to reimburse me. I have not yet heard back from anyone in the office who were supposed to find out and contact me. Other than that, the staff is very friendly the storage units are accessible and I really appreciate the carts to use .
Tiffani S | First ImpressionsGreat staff and very helpful
Dennis R | Overall ExperienceHorrible experience. I was VERY unimpressed by your employee, Matthew the manager. He wasn't rude, but he wasn't friendly either, and I got the impression he could care less about helping me get into my unit, because I came in 10 minutes prior to closing. I didn't have anyone from the office to help me figure out the two terminals needed to get into the storage facility. When I finally got to my unit on the third floor, there was somebody else's lock on it! Went to office, and it was closed up tight. One of the people coming out of the storage facility who rents there, said I should have had someone show me how to get into my unit! I was so unhappy with my experience that I cancelled my unit the very next day. I will never again go back to your U-Haul in Sun City. I will take my business elsewhere.
Darren R | Overall ExperienceI got this storage unit in October of 2021 and removed my property in October 2022 and in that time the price of the unit increased twice....
loren h | Overall ExperienceSomeone took my key and stole my 83 inch tv out my unit without my permission
Charles j | Overall ExperienceSadly I was at me then one uhaul location on Saturday however your location was the cleanest inside and out. Employees were all nice and had excellent customer service skills. Hands down the best uhaul location I've seen
Katie M | First ImpressionsOne of my storage unit had ants and they were all over my furniture!
Cotillion J | Overall ExperienceThe gentleman that set us up was over and beyond professional and very helpful. An employee any business would be proud to have!!!!
Loyd I | First ImpressionsEverything was so easy and the staff was very professional and helpful! I would definitely use this Uhaul storage location again.
Brett U | Overall ExperienceBroken ac in climate control, few nice employees, there is big racism in this company. No respect to military families, many employees had no clue on basic issues, I had to call manyyyyy times a day for simple thing. We used many storage companies in USA thanks to military life. This uhaul was super worst experience. .....our church helped us to get our boxes out so we do not have to be abused and mistreated by racist u haul employees. When u receive good citizens with hate and hostility u receive more hate and hostility. Good bye to U haul for ever.
Lilliana E | Overall ExperienceThank you for your assistance it was a long brutal day. To get in all set and conveniently situated was awesome. Thank you Matt and the team
STEPHEN D | First ImpressionsSuper nice people moving is very stressful (at least to me) . And Moving to a new State there are alot of unknown and unforeseen events and costs , THANK YOU ,THANK YOU , THANK YOU TO ALL THE GREAT STAFF AT THIS LOCATION SUPER EXCELLANT IS MORE LIKE IT ! AS A MATTER OF FACT THIS WAS THE MOST ACCOMODATING PART OF OUR 400 MILE MOVE. RANDY & TERRI MCELVAIN SUN CITY , AZ.
RANDALL M | First ImpressionsThank you for this facility…. I am pleased!
Charlesetta B | Overall ExperienceOutstanding service
eddie l | First ImpressionsBeing charged for extra 43 miles I didn't use and no recourse to speak with the general manager who is never available and doesn't not return phone calls to resolve this issue. Was told I had 24hr access to storage but the pin doesn't work and again I can only talk to general manager who is never available. Customer service line is a joke. Wouldn't recommend using this branch to anyone. The movers from Side Job Rob's were excellent and moved our items quickly and carefully, I would recommend their services to anyone moving in near future.
Karron J | First ImpressionsI always use uhaul for my moves, I am never disappointed by the friendliness and willingness they have to make moves less stressful. Super thankful for everyone i was in contact with in oceanside and in arizona
Rochelle B | First ImpressionsWayne was very efficient and helpful and was able to assist me with the storage unit I needed.
Susan R | First ImpressionsGreat staff / very willing to help... Thanks
JAMES K | Overall ExperienceGreat customer service
Gregory D | Overall ExperienceGirl at the desk was awesome!
DWAYNE W | First ImpressionsWe have used this location several times. Always clean and accessible. Easy in and out with carts available to help. Makes the stresses of moving a little easier.
ROSE L | Overall ExperienceIncredible Staff & Location. Thank You All. Everyone Was Extremely Great At Their Profession. Dimitrious H. Went Above And Beyond To Help Me As Soon As I Arrived. Very Nice And Precise. I Appreciate Everything Very Much. You Guy's Make Me Consider Joining The U-Haul Family, As Well. Well Represented And Professional Allstars. Excellent Job!
Daniel G | First ImpressionsThe loading dock was amazingly easy. Thank you for having the foresight for having flatbeds and a mattress cart! Made things SO much easier. Admittedly, I was taken aback with the black box in the unit. I asked my son, “What’s that?!” And he said, “…uhhh you don’t want to know.” Rats?! Are there really rats in the storage areas!!
Christine R | First ImpressionsAmazing staff. 👏🏾
Carla H | First ImpressionsGreat staff
MICHAEL E | Overall ExperienceCamden and Orlando assisted me and they were both friendly and very professional. The only thing I noticed, because I recently had total hip replacement surgery, is the fact that there is no handicap parking in front of the building or close to the building and no handicap ramp. There should definitely be those two items I mentioned there. I had a little difficulty getting up on the curb. Other than that, my experience with the wait time and professionalism of the staff (Orlando and Camden) was excellent!!
virginia c | First ImpressionsPayed for 24 hour access and was declined after a call to the after hour number he was able to gain access for me, Thanks because the 2 other Uhaul faculties did the same thing to me and would not answer the phone …
kevin h | First ImpressionsI love U-Haul they are very convent and work hard to make your move an in joyful move.
Ronnie N | First ImpressionsThe problems and frustrations are too numerous to mention
Jeff P | Overall ExperienceThe employees lied to me about how much gas my truck had and also told me that my direct pay would not be taken out which it was and when I went there I had reserved a large storage unit and had to pay for two small units VERY unprofessional. The employees lied several times. Just not happy. I did tak to them several times
CECIL A | Overall Experienceyou guys steal not just items but money from customers account through false charges of additions to your current agreement that you haven't authorized but are you
Vanessa R | Overall ExperienceTry not to send people too far out they way to pick up a truck that’s the only issue I had with my last no not my last I know my previous rental of the 20 foot truck you guys Head us go 50 miles out the way but your service is great and I appreciate it😁❣️
beverly c | First ImpressionsI rented a unit for over 8 months and the security system never worked on it. I told staff multiple times and no one ever fixed it nor contacted me. It was not a good experience.
Brent W | Overall ExperienceMy experience at the Uhaul was great. My customer service representative was Olga. Although she was a new employee, she was very helpful and made my overall experience great. She was patient, respectful and did a great job.
Edgar B | First ImpressionsVery helpful and friendly staff. They accommodated to my needs and were very professional.
Raymond M | Online Move InOverall great experience. Friendly staff and hours are very accommodating. Customer service line is always friendly and accommodating as eell.
erick j | Overall ExperienceIt sucked that you don't pro rate. I paid for the whole month of January, but vacated on January 11th. That fucken sucked.
Robert S | Overall ExperienceA true benchmark of continous improvement, quality, care and customer service. Words can not articulate the level of professionalism, facility maintenance and putting the customer first. Thank you for servicing me in the highest regard. I am a U-Haul customer for life. My many thanks goes out to: Mr. Ashdown Guy Joe Matt Sarah Anthony Zane And to all the team members at U-Haul Moving & Storage at Grand Ave & Bell Rd Surprise, AZ. To all your future successes, Derek Bolno
Derek B | Overall ExperienceWas satisfied with the speed of service and ease of use with vehicle and storage. I will use the same service and recommend Uhaul in the future.
JAMAL G | First ImpressionsEveryone was very helpful and pleasant to work with - thanks for making the moving process less stressful for me!
Denise G | Overall ExperienceThank you, Derek Bolno 2/18/1988
Derek B | First ImpressionsThank you for your assistance.. The new facility office area looks great in Surprise off grand Avenue (ARIZONA)
Patricia N | Overall ExperienceMy help getting the unit was excellent Anthony was very helpful… The unit was clean the only issue was the lock was not in the unit as I had been told it would which only meant I had to simply go back and get one from the office no big deal
Gary C | First ImpressionsHaving to carry my own dolly from the office clear around to the back to the U-Haul I felt was very inconvenient
Ivy J | First ImpressionsThe manager didn't work with me during covid-19 . Sold my belongings and kept the v remaining balance and said I still oqed. Not possible and I have yet to get a break down. ...
deborah s | Overall ExperienceGiving better directions for those who are new to Arizona will be helpful
Cheryl T | First ImpressionsThe move in process could not have been easier. All of the staff at this location were very friendly and helpful. Sarah was the front desk associate that helped me and she was exceptional. Sarah was very friendly and efficient and helped to make my move in a lot less stressful.
Stephanie B | First ImpressionsMy only negative comment is regarding renting a vehicle to move out. Even though I made reservations weeks in advance UHAUL could not guarantee a truck would be available Bell/Grand so I might have to go to another facility to get a truck which would be extra time and cost. That helped in my decision to hire outside movers to empty my unit. If this is UHAUL policy then please disregard and know that otherwise I was completely satisfied with my 22 months at your facility. Thank you.
donna h | Overall ExperienceWayne was awesome in finding a unit that worked best for me. Thank you!!
Denise G | First ImpressionsAnthony at the check in location for us was a great guy. Walked us through everything and took time to explain stuff to us.
Willie M | First ImpressionsNice and clean facility. Helpful staff. Easy access on and off of Bell Road, but difficult to figure out where to go once you get inside the complex as they have expanded and the old arrows are still on the pavement. New arrows and clear signage is needed.
Catherine W | Overall ExperienceCalled to book a reservation for a storage unit. Customer service was friendly, accommodating and helpful. By the time I got to the location to get my unit, I was seen immediately and they provided us with a lock and key as well.
erick j | First ImpressionsMy only complain was that in the office it had one lady taking care of all the people coming in. You guys two people at the front desk.
andrea p | Overall ExperienceThe sliding mechanism on the door only has one bolt instead of 2.
SUSAN S | First ImpressionsThis survey was in spanish. I can find no way to change language even if there were I couldn't read it. Thats exactly how U-Haul has done business with me in 2021. I have used U-Haul since 2017. Even though they do not have competitive rates. This rental experience has been a complete NIGHTMARE. While in the hospital for a serious illness. I cancelled my rental and sent my children to remove items from storage. I called spoke to customer BAD service cancelled the rental and thought how easy. I was promised a call to confirm. Still in the hospital I lost track of time... NO call was ever received, or message left to confirm. 3 calls later when I finally reached the facility I again explained that I had canceled storage and had not received a confirmation call. Then I was told I could only cancel in person. I was never told this initially but again I explained that I was hospitalized and COULD NOT appear in person and that the storage was emptied well within the billing period, I was then told to hold and that this would be confirmed. I waited on hold more than 30 minutes in silence. No ONE CAME BACK TO THE PHONE. i hung and called again. I am so angry at this time nurses are asking me to calm down. I am irate but I explain again to the CSR and she takes my message and promises I woul get a phone call from the manager. I waited 2 DAYS AGAIN no call. In the mean time I receive a bill with a late charge for the same storage room I had been trying to CANCEL FOR A WEEK OR MORE. This entire experience has been deplorable. Finally I call customer service one more time and I was advised there was no record of an account. I still don't believe them. I'd rather THROW ITEMS AWAY than to deal with U-Haul ever again. I would like to rate the negative 10 if I could, particularly on the way they treat customers. And they increased there charges for awful customer service. I worked in customer service, I deal with customer service from other companies, but I have never such horrible, disregard for a long time paying customer.
TINA B | Overall ExperienceI had a reservation for a storage unit and after I drive from San Antonio to Phoenix to find out there is none and I had to take two units for the priceof the one I had and pay more and the staff didn’t care what use was there in having a reservation if you do what you want
CECIL A | First ImpressionsThe staff was nice, courteous, and helpful. They helped me with renting my storage unit and changes I needed to make. However, getting my Uboxes brought up to the storage unit was a nightmare. I had to reschedule after the first attempt because they weren't brought up. The 2nd time we had to wait over an hour before the first of three boxes were brought up. After we unloaded the box I had to call the manager to find out where the other two were. He handled it and the other two boxes came up without incident.
Michele S | First ImpressionsIt would be nice to actually have the store location actually answer the phone. The prices just went up but prior to that they were the same for 2 years.
Tina S | Overall ExperienceThe door to the unit was stuck for awhile. The helper finally got it open. I came back with boxes later and sprayed some lubricant so it works ok now.
Bill l | First ImpressionsMy only complaint is that uhaul didn’t prorate their fees. I’m from out of town and just paid my rent 3 days prior to cleaning out my unit and I got screwed for the entire month..
LORI B | Overall ExperienceStaff was kind courteous and knowledgeable. Facility was spotless
Julie U | First ImpressionsVery good staff at this location. Went out of their way on several occasions, not just for me, but for other customers I saw. I was well taken care of.
David P | Overall ExperienceIt was the WORST experience ever. From getting locked out of my unit for non-payment when I was enrolled in auto pay, to getting my email wrong twice, to the complete and utter failure of getting lights on in my hallway after repeatedly asking for it to be fixed. I went into the office no less than five times over about a two month period. Each time I was told it would be taken care of and it never was. This facility is the WORST and I will be sure to advise anyone of this if they are considering renting a unit. Just awful.
Karen L | Overall ExperienceThank you
frank d | Overall ExperienceDon’t need any
Reginald R | First ImpressionsGreat place to store.
Gary B | Overall ExperienceReserved a unit a month in advance and when I got to the Uhaul, with my truck loaded down and movers who were paid by the hour it took over a hour for them to find two rooms to accommodate for my one and I ended up paying my movers for a free hour. Was not happy about this.
ARIANA G | First ImpressionsIt's common to have a long wait at the counter. Sometimes there's only one employee at the counter. Not all employees can process a payment by check.
Rudolph D | Overall ExperienceStorage facility was satisfactory and staff was helpful - I would recommend that the facility is sprayed for insects as I found a few hitch hikers whilst unpacking.
ashton s | Overall ExperienceI have used U Haul before on Grand and Bell in Surprise Az. This time I used them it was a horrible experience with the storage that I reserved and they sent me all over Phoenix when it was there fault and charged me after they said they would give me an extra day free on the truck 🛻 I rented and that they would take over 80 miles for the run around they gave me and they did not do that. The manager at U Haul I’m Surprise never came out of his office to help me. Very Poor Service and disappointed. I will be calling 📞 Monday morning to argue with them. They never sent me a bill of for what they were charging me. They just charged my credit card with out a bill being itemized . So I am very unhappy
marie c | First ImpressionsThe first woman that help wasn’t very helpful at the counter, she gave me the wrong size unit, told me that insurance was mandatory, didn’t offer me one months free rental as I got my truck from Uhaul. It wasn’t until I went back three times that I was taken care of correctly.
ROY M | First ImpressionsI wanna thank Ethan for his great customer service We really appreciate it
SHALISHA E | First ImpressionsThe facility deserves 5 stars; however, I am reducing it because there were no dollys availableto help move my items like other Uhaul facilities. It was a struggle trying to get my things into storage without one. Please consider getting some for your customers. Thank you! Btw your staff were amazing, Anthony, he was SUPER helpful, and the young lady with the BURGANDY hair, she was amazing too, and I can not forget to mention the guy that works in the office area doing paperwork, he was awesome!
Keith C | First ImpressionsFantastic service even post-pandemic and being short staffed. However not everyone understands having to run so short handed. Wayne’s team was amazing and I can’t believe Dina is still there!! 🥰 I will say the gal that was working the counter that evening was NOT very friendly or welcoming to me or the customer before me. We seemed to be bothering her. As a former employee I took pride in greeting all guests warmly despite how my day was going or what was going on in my personal life (and at that time it was in the freaking dumpster) I was very disappointed in her attitude towards us. I imagine it wasn’t a one time incident with her. Again, Wayne’s morning crew was absolutely wonderful. The gentleman who checked the trailer in later that evening was great.
Kayla B | First Impressionsgood job great job well done, the lady who helped me very nice and accomodating
Rommel M | First ImpressionsHours of operation are the best in the West Valley.
TINA B | First Impressionsonly one person working. She told me there would be a lock inside my unit. There wasn't. I went back and told her. There wasn't a lock available. I said I would come back and move my stuff in she said there would be a lock there when I came back at 8pm. There wasn't. Now my stuff is moved in without a lock on the door. I hope it is still there.
Dan L | First ImpressionsThe biggest problem is they allow people to park in the loading and unloading area for the storage. It was sometimes very difficult to load and unload.
Richard G | Overall ExperienceThe staff is so rude and hastle and racists. Sarah was so hastle. I asked her to call Matt the manager. He was standing outside. She said he was at the warehouse. No professionalism no Basi humans manners. Sarah is super bully and hastle. Not a way to run any kind of business.
Lilliana E | First ImpressionsOutstanding staff, outstanding service, very friendly and very patient.. I highly recommend this location, hands down.
Angela P | Overall ExperienceNever received storage unit. Only had 1 on third floor, had to go to competition. Staff needs more training.Managers kinda tried. Your computer system needs work on facilities available. Over promised and under delivered
Gary J | Overall ExperienceNo storage available once I arrived from Oregon. Disappointed!!
Gary J | First ImpressionsThe storage unit met our needs and we were always able to access it when needed. We were billed for the June rent on 5/22 and cleared it out on May 24th. We have not yet been issued a refund. Please review before I need to notify my credit card to stop payment.
Guy G | Overall ExperienceJust wish 50 lein fees were not charged during the pandemic
MIKE B | Overall ExperienceDecent
Levi B | Overall Experienceladies were excellent. Very helpful and polite.
MATT C | First ImpressionsI’m a frequent flyer at U-Haul and I have nothing but good comments. I love y’all !
Angela P | First ImpressionsWe didn't have a chance to use the truck we rented yesterday and when we returned it Matt reversed the charge. It was awesome, because we were just screwed over by a competitor on our move in day. We will tell everyone we know about our bad experience with pods and are awesome experience with u-haul. Thanks!
ROBERT B | First ImpressionsThis was a horrible experience. I never recieved calls back. My issues were never resolved. I had to speak with the owner of uhaul to finally get a response. Poor communication. Poor customer service. I will never deal with uhaul again.
Heidi B | Overall ExperienceIt was great to work with Wayne
WAYNE L | Overall ExperienceThe monthly rental has gone outrageously high. Won’t use again because of prices.
Randall P | Overall ExperienceThe only complaint I have is that the billing seem to be all over the board. It seems like the main number I called couldn’t answer specific questions about my account and trying to get a hold of the place I had storage two answer specifically about my account and the seemingly unnecessary charges. It did all get straightened out but it seemed like there was more than one time that I had to make calls to get my account straightened out.
kim p | Overall ExperienceExcellent Richard Merritt
RICHARD M | Overall ExperienceI, a moving van and four men contracted to unload the truck into the storage unit had to wait for an hour for your computer system and U-haul employees to gain access to the unit. There is a lot more detail to this frustrating and expensive experience. I would appreciate a call to resolve this issue. Thank you.
Michael H | First ImpressionsI'm paying the same price for a storage that's outside not secured by a gate just an alarm and no climate control as the same price I would pay for a 10 x 15 indoors behind secured doors and an alarm with a security card and climate control doesn't make sense to me
PHILLIP E | Overall ExperienceManagement and staff were very helpful and friendly which was very welcomed after a cross country move.
Russell W | Overall Experienceconvenient drinking fountain on hot day, plenty of carts. easy access from parking area
Gary W | Online Move InThe printer machine had out of ink for few days. I had no receipt paper which was difficult. The manager wS not well reliable.
karen l | Overall ExperienceIt would have been easier if you allowed the customers to reserve a vehicle the day before instead of spending 30 minutes on moving day.
Marilyn M | Overall ExperienceI never had a chance to use the storage space
Gustavo B | Overall ExperienceThey 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.
Marjorie K | First ImpressionsIt 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
Timothy C | First ImpressionsVery convenient and easy to access facility and the office was great.
rich y | Overall ExperienceGreat service thank you
frank d | First ImpressionsStaff were friendly
Chris Y | First ImpressionsThank 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!
Angela J | First ImpressionsI 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.
Richard F | Overall ExperienceThe 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.
Debra B | Overall ExperienceVery good customer service
MICHAEL S | First ImpressionsVery good customer service
Michael S | Overall ExperienceMade 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.
Zachary R | First ImpressionsCustomer service very professional.
Atu H | First ImpressionsThank you very much!
Linda E | First ImpressionsThe wait to get service or to talk to anyone is horrible. Need more staff at peak times.
MICHAEL R | Overall ExperienceAfter 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.
George T | Online Move InAll staff went above and beyond their help to make my move in a positive experience.
kim p | First ImpressionsI 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
Aundraale K | First ImpressionsJennifer and Felix is amazing
JOHN E | Overall ExperienceBest management ever
JAMES W | Overall ExperienceI was locked out and called the manager and never received a call back. I traveled across country and waited from 730 to 930.
Linda A | Overall ExperienceJennifer was very helpful and professional!
Rochelle K | Overall ExperienceEverything was great
Rita R | Overall ExperienceImpossible 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.
Robert R | First ImpressionsJennifer 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
Gary B | First ImpressionsThe 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.
Curtis C | Overall ExperienceVery convenient for us
Connie M | Overall ExperienceAll my questions were answered and received assistance with checking in and finding my unit.
Patrick C | First ImpressionsI 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
DARLA L | First ImpressionsCheck out took an inordinate amount of time. U Haul procedure is very inefficient
William K | First ImpressionsThe young lady who waited on us was exceptional. Very friendly, knowlegable,and welcoming.
Curtis C | First ImpressionsThe 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.
JAMES M | Overall ExperienceEvery one was very helpful and friendly.
Lea S | Overall ExperienceThe staff was extremely helpful, and very friendly. They were great to work with. The facility is nice and affordable. Thanks!
Donna K | First ImpressionsThe access hours are a real negative but the location and setup are very nice. Thank you!
J.R. H | Overall ExperienceWe 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
lorraine H | Overall ExperienceOtr 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.
David S | Overall ExperienceVery clean and easily accessible
Maisha H | Overall ExperienceA 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.
Scott H | Overall ExperienceAs 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.
Connie M | First ImpressionsMost pleasant experience. Well managed
Sylvia S | Overall ExperienceThe restroom is cleaner than most restaurants.
richard w | Overall ExperienceWe 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!!
bev s | Overall ExperienceEasy to sign up and easy to release contract.
Valerie W | Overall ExperienceThank you for great service and friendly staff
donna h | First ImpressionsA 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!
wade l | Overall ExperienceFriendly staff, clean environmentally controled facilities, great place to store your stuff!
Jeffrey B | Overall ExperienceThe 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.
Jenny S | Overall ExperienceEverything went well. There were no problems.
Fred D | Overall Experiencenice place
William S | Overall ExperienceAbove average
Scott H | First ImpressionsAccess 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.
Patrick R | Overall Experienceexcellent service very kind
William S | First ImpressionsVery nice and thanks
Harvey R | First ImpressionsGood, clean location with easy in- easy out access. Staff was courteous.
Michael S | Overall Experienceall good
Ken N | Overall ExperiencePleasant and knowledgeable staff. Explained available options to us well.
LISA N | First ImpressionsVery upbeat and helpful staff. Very clean facility.
Bernard B | First ImpressionsWas 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
RON B | Overall ExperienceGreat place!!
Barbara F | Overall ExperienceI appreciated doing business with you all!
ZENOBIA G | Overall ExperienceThe staff was friendly and helpful. They addressed my questions and were able to guide me to the appropriate storage unit size.
judith w | First ImpressionsThe 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
John A | First ImpressionsSix years of safe storage.
DANIEL B | Overall ExperienceEasy and convenient
Lisa T | Overall ExperienceVery 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.
George S | First ImpressionsEvery 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.
Glenda O | First ImpressionsVery helpful
Fred B | First ImpressionsIt made my move very smooth and easy! Thank you!
Gray S | Overall Experienceclerk was helpful
Billi P | First ImpressionsParking 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.
Patrick R | First ImpressionsThank 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.
BENITA W | Overall Experiencenice and clean will reccomend
april m | Overall ExperienceEverything at this location was done as it should be
FRANK K | First ImpressionsVery fast!
Lisa T | First ImpressionsThe free storage for a month was very helpful in my moving process.
Bobby J | Overall ExperienceI 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.
Ruth S | First ImpressionsThe gentleman who helped me had so much patience and accommodating I was impressed.
christina y | First ImpressionsStaff 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.
Jack C | First ImpressionsStaff was a pleasure to work with.
Bobby J | First ImpressionsNo 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.
Enrique G | Overall ExperienceCame 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.
ruthanne b | Overall ExperienceExcellent facility. Best storage in Surprise.
David L | Overall ExperienceVery clean.
nicholas c | First ImpressionsOnly thing I would sa is no one should use this location due to poor communication
JANICE F | Overall ExperienceGreat facility
leslie m | Overall ExperienceThank your
Greg W | Overall ExperienceOverall 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!
deanna s | Overall ExperienceWas nice and very helpful Property is clean and great shape
Cody J | First Impressions2nd time I have rented at faculty. I am a repeat customer.
Wiliam M | Overall ExperienceU box got there safe and sound
Donald A | Overall ExperienceVery 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.
LEOLA M | Overall ExperienceGreat place
Henry S | Overall ExperienceVery friendly staff, storage bins are very clean. I would recommend this place, well maintained.
Henry S | First ImpressionsA
don c | Overall ExperienceTo 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.
Sally W | First ImpressionsWorst moving company in USA. Your computer billing/ordering program is horrible.
mike b | Overall ExperienceVery nice and helpful .
Jane S | First ImpressionsAlways very professional and handled all transactions perfectly.
linda r | Overall ExperienceThe Staff were all excellent and eager to help.
Gloria C | First ImpressionsThe 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.
Roberto s | Overall ExperienceThe 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.
Deanna M | ReservationI 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.
Deanna M | ReservationUHaul 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.
J.C.LILLY W | Overall ExperienceWayne 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.
vincent l | Overall ExperienceEverything good, but always very busy and had to wait.
Gloria E | Overall ExperienceThe staff was great and made me feel comfortable leaving my stuff at u-haul.
bente T | Overall ExperienceSaturday 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.
Kathleen C | ReservationPrices are high but quality is good
Sharon D | Overall ExperienceWe used a U-box - Simple, rapid, efficient & economical way to move..
sandra w | Overall ExperienceWorst experience I’ve had in some time. The storage manager, Sarah, is the only reason I rated the staff friendly and helpful.
kaitlyn M | Overall ExperienceMy overall experience was very good and if I need storage space in the future, I would use this facility again.
CRAIG A | Overall ExperienceEveryone was very helpful and courteous.
Matthew L | ReservationNice, vlean facility. Highly recommend to everyone!
GEORGE C | Overall ExperienceThank you for making things easier
Brandy S | ReservationI 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.
JON V | Overall ExperienceVery happy with service and equipment.
Kathleen S | Overall ExperienceVery nice place professionals
Neil B | Overall ExperienceThank you
Robert B | Overall Experiencenone
Ken N | Overall ExperienceThe employees were great, though they need more of them for this location. The line was quite a line each time I was here.
Paul S | Overall ExperienceThe 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.
Sandra M | ReservationThe facility was good and I thought the price was fair, the staff was to a person unfriendly and unwelcoming.
Todd G | Overall Experiencewe haven't done the move or storage yet
Ken N | ReservationThe 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
vincent l | ReservationGreat guys to work with. Helpful, nice and informative.
Thomas K | ReservationThe 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.
Luana W | ReservationNone
Laura R | Overall ExperienceTemperature 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
Michael R | Overall ExperienceClean and well maintained. Always plenty of carts available
Pamela B | Overall ExperienceExcellent facility, friendly and helpful staff.
Chuong L | Overall ExperienceJesse was professional and courtes.
Gabriel S | Overall ExperienceAbsolutely 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.
Rosalinda C | Overall ExperienceThanks
David C | Overall ExperienceThis 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
dana r | Overall ExperienceCould 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.
Randy M | Overall ExperienceI 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.
Richard S | Overall ExperienceWe 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 #
david r | Overall Experiencegood job used you for 2 years no problems
Jeffery S | Overall ExperienceOverall really good experience
edward b | Overall Experience