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KENYA HCustomer Reviews for U-Haul Moving & Storage at Hiawatha
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.
First and foremost, staff was very friendly and helpful. However, all of the cargo vans (what I rented) were covered and graffiti and the inside of the van was filled with trash. They need to make a better effort at maintaining and cleaning these vehicles.
NICHOLAS BN/a
FRANCISCO BThe woman that was on duty when I both picked up and returned my rental was kind, efficient, and professional - this type of service is a differentiator for me in where I will rent from next time or recommend others. Thank you to her!
JENNIFER BMy paperwork was all screwed up. They had me down for the wrong truck and overcharged me for 45 miles I did not do. I have been back twice to the facility to try and straighten this out and still not complete. Called 1-800-gouhaul but they said they couldn’t help because computer system was down and to call back tomorrow. I will continue to pursue but am very frustrated and disappointed.
KENNETH MThe contract for drop off was only for 44 hours and I needed the full 48. Got in touch with "national" and was given another full day--which I greatly appreciated. The turn signal and brake trailer lights did not work and I had brought the towing vehicle in the day before and all vehicle lights worked at that time. No U-Haul rep helped with the hook-up. Since our trip was all on 4-lane and we traveled during the day I went ahead and took the trailer. No problems on the trip and the trailer operated as expected.
LEROY BI reserved one size truck a month in advance and a furniture dolly. When I checked at my the time of my appointment, the size was not available (unless I dropped it off at a different location). The dolly was not not available. They discounted only $25 and I am left with furniture still at my ex-husband’s house. And I have no way of picking up those items now. I have lost out on my property bc UHaul over-promised me the truck size I needed. When I was sent to the parking lot, I had no instructions and could not find the truck. I was walking around in the dark and in the cold trying to find the truck i paid to rent.
TONYA PThe truck had low mileage but was still a bit beat up and noisy, but it was all fine. It worked out perfectly well.
MICHAEL MI really appreciate you going above and beyond for help me. My husband and I have used your services a ton over the last few months and you and your staff have always been very helpful and friendly. Thank you again for helping me with that.
Alexandra Z | Overall ExperienceThe price a bit up there for me. But yea it’s a storage.
cheyenne e | First ImpressionsCustomer service was great and the desk agents were friendly. The truck fell way below what I have experienced from UHaul in the past. There was substantial body damage, broken bumper, and graffiti all over it. It was dirty (junk from the last users still in the back), it smelled like cigarettes so much that as soon as my wife got close to me afterward she said I smelled like cigs, the check engine light was on, and the radio didn’t work. I feel like I have reasonable expectations…I don’t expect a new truck but for $110 for just a couple hours, the trucks shouldn’t be a wreck.
JEFFREY CPrices are quite high and long term storage would not be an option at current rates in comparison to other facilities, but this facility is very clean. The temp control and loading bay were great for moving during the winter. I had difficulty understanding the check-in and check-out process to ensure I wasn’t denied access on my next visit. By the time I finished unloading, I realized it was the disarm and arm panel. Phrasing could be aligned/cohesive with the rule board to ensure a better understanding of that process.
Aaron W | First ImpressionsWhen I requested directions on how to drop off, was told to just find where trailers are parked and leave it there.
LEON MKeep doing what your doing. Thank you...
ALBERT TWow y'all are ass backwards.
SCOTT DNothing, I always go to the Uhaul at 4215 Hiawatha minneapolis...Excellent service and fast....Very clean
RONNIE MRented trailer over phone. Confirmation of type of trailer and dates needed was wrong. Called to change and we did get trailer changed but he wouldn't change date and said return date didn't matter. Returned trailer early (after hours) called facility to confirm we could drop off. Followed up with call next day to say trailer was there. Person on phone said they would check in. 3 days later I get notice from Uhaul that rental was still active. Called again only to converse with very combative person. Kept telling me he wasn't the one who took call since he was on vacation? Not sure what that has to do with customer service? Reservation was changed eventually to reflect time of use.
THOMAS JThe first location I went too literally just didn't do the job of getting the truck ready. My reservation was all confirmed and then they just didn't do it. The Hiawatha location lock box system didn't work but once they were in the office, they were extremely friendly and helpful
Timothy MOther than a couple of little miss haps with lockers that either had stuff in them or weren’t available everything else went absolutely smooth and in the end, they made sure that we had what we needed
LAURIE L | First ImpressionsDesk person was extremely rude. He clearly was bothered by my coming inside the rental office when i couldn't get the mobile app to work. He did not explain anything to me or what i needed to do. The only instruction i got was "the number on the key is on top of the truck".
SHAWN GNothing terrible happened Very average experience Gas tank on a 20ft truck was at less then 1/4 tank which could have been really inconvenient. Should fill tank if it gets under 1/4
DANIEL VJunk U-Haul trailer. Horrible customer service. Got screamed at by a man William who answered the phone and claimed to have checked the trailer & refused a refund. Weirdly, he couldn’t have checked the trailer because the trailer was still at another drop off location. If he checked it, he’d have brought it back to Hiawatha! Charged me twice for days not used. Twenty out of ten WOULD NEVER RECOMMEND to my worst enemy. Unprofessional, junk trailers, failure to adhere to agreement made with roadside assistance. Shady as FFFF
CHRISTINE NThe unit was missing a disc lock but the person in the office let me take one.
Jake M | Online Move InMake sure the lights work on your trailers
ROBIN DOnly issue was I could not find the drop box for the key and had to come back the next day to return. It looked different than the picture. Wasn't a huge issue and everyone was very understanding. Otherwise really easy and will use again!
Lizzie MClean the trailer. Remove the graffiti and damage to the exterior.
CULLEN CThe lady who helped me on Saturday morning was great!!!
MICHAEL WIt's not really the fault of the location, but the process of reservation for corporate accounts and the fact that I cannot do it on the app is no good.
BRIAN SCrew staff was excellent service from beginning to end.
KEVIN OI was very happy with the U-Haul truck and service I was not happy with the moving service that we hired through U-Haul who never showed up for our move their name was mighty movers I I suggest you remove them from your list of movers
PAUL SYour serves good wall .
DABA FGREAT SERVICE!
CRAIG DFirst time storing items. Good experience. Hope to never have to store things again but if I do I won’t be as concerned. These modern, heated indoor facilities are the BEST! The rental trucks were good, too!
SHELLEY A | Overall ExperienceStaff was great, at a 7:00 a.m. start which really helped me. Truck was great, storage unit is surprisingly clean and secure. Ability to park inside while unloading, and the availability of carts, was terrific.
LARRY F | First ImpressionsContinue to do a great job there is nothing for you to improve.
DENNIS BThe bathrooms was not clean & every time I open my storage the alarm went off
Mariah H | Overall ExperienceWhen I rented this uhaul and picked it up, the manager did not secure the uhaul door which opened wide open right when I pulled off the lot. I also checked inside the uhaul and it smelled so bad, there was legit poop from a farm animal inside the trailer that I rented. Feces was all over the inside of the trailer which made it smell horrible. I had no choice but to use it since it was the only one that was available for me.
DAVID RThe crew member was nice and friendly, she checked me in quickly and made the process easy.
KEASHA BThe agent who assisted me at pickup was excellent. She was very helpful. The truck itself (Arizona plate AE-82036) was almost undriveable due to a bad transmission; this became evident after I was almost at my pickup destination. The truck failed to operate properly when put in Drive so I had to put it in third gear much of the time. When I reported my safety concern and asked if a discount was in order, I was told I had to call GM William Wiley for help with that. Strangest experience I’ve had with U-Haul in 40+ years.
RICHARD NService rep very helpful & customer friendly
STEVEN GSuper simple process. Great friendly staff!
MARK PHad to drive 15 miles instead of 4 to get trailer. Pick up location was great, helpful. It’s unfortunate that my pick up location changes every year, having to drive extra 5-15 miles for pick up. Why give me choice of pick up location if is going to charge, maybe just call it a lottery? Hope it goes better next time, signed loyal customer.
XAVIER SThe day we moved in, the person was very helpful and working alone. They were very pleasant and took the time to explain everything. The day we came back and rented the truck, not so much. I felt like the guy didn’t want to be there. I asked for a specific truck, but received the wrong one. When I went back in, he told me I didn’t ask for the correct truck, but would fix it, I guess out of the kindness of his heart. The day we returned the truck, the lady was busy on her phone and seemed annoyed that I interrupted her texting. The place is super clean and organized, with a lot of trucks.
Scott L | Overall ExperienceNothing. It was super-easy and reasonably priced.
Mark LI didn’t receive a dolly that I paid for.
TAKEITHA FI just wanted to let u know that I have always trusted U-Haul and have always had excellent customer service ☺️
LAURI TThe customer service was horrible. It was like a salon shop that had no care for the clients. I wasn't greeted, had to wonder if I was being spoken to or the other employee. The truck was a little dirty with debris inside and it didn't run the best. I don't recommend this location if you like good service.
LESLEY CThe app wouldn’t let me login into my account and there were issues with self-return, so that was quite frustrating. I also wasn’t sent the contract until after the fact so was left guessing about how to return the vehicle.
CARA HYes the facility was clean and well maintained but there's no communication when you first sign up everything is automated and the expectations are not clear so for that reason I'm going to give it an average rating
Michelle V | Overall ExperienceOnly one staff member present. They were very pleasant, but I can’t help to think a bit more staff would help.
Scott L | First ImpressionsThe truck I rented was pouring out all of the gas from under the truck as I was driving it, I was made aware after driving for miles on the highway. This was a hazard and it put my life at risk. The truck was given to me with less than a quarter of gas, almost on empty. The manager of the store did not handle the situation in a professional manner afterwards and did not take any accountability of the situation, he instead stated that this could have happened after I had taken the truck, which was impossible because I had the truck for 2.5 hours and was with the truck the entire time. I am very disappointed with this experience and will not be renting from Uhaul in the future.
YASAIDY RThere was no "downtime" for me here. Things were prepared and ready to go. That is most important for me.
PATRICK TGot screwed over by miles and after hours fees. It’s a joke
HEIDI HI am resubmitting this as I noticed this location has been deleting reviews. This review was originally posted in May of 2024 after service I received on 04/28/24. The employee at the desk became extremely unwelcoming and aggressive as soon as she saw that my partner is a different race than I am. Her behavior was completely different with other customers. When I came to return my rental truck, I got in line and waited with the other customers. The employee saw me at the back of the line and called out: "Put it (meaning the key) on the counter and leave." We were not allowed to wait in line. I ended up calling the help line from the parking lot. Based on my experience with the employee inside, the phone representative advised me to ask for the key back and do a self-checkout instead. When I asked for the key back and explained that the phone representative said I could do self-checkout, the employee rolled her eyes and shouted, "HERE!" as she shoved the key in front of her. I took the key and completed my self-checkout. I am writing this because I do not think this employee represents U-Haul well. Racism in the workplace is absolutely unacceptable. I would like someone to contact me about this experience if possible. I am now actively telling people to avoid that U-Haul location due to this racist employee.
Jada CCustomer service is friendly, efficient and professional. The Uhaul app is very inconsistent and glitchy.
LINDA PSingle individual to operate the store. Had to wait 7-8 minutes to get attention. Good experience.
MARK PCustomer service was poor, truck was poorly maintained wheel alignment was off
OSCAR VThe manager was very understanding and helpful, and the office staff were always efficient and knew how to help me when I had questions.
Linda H | Overall ExperienceThere was no one in the store when I entered. It was under-staffed. The staff was kind and courteous.
DARRELL HPrice was reasonable and staff person was extremely helpful. No issues.
KEVIN OThe only issue was that it took multiple visits to the office to gain access to our unit. We reserved online and got an entry code and checked in at the office. However, the code did not work and we had to go back to the office. When we went back to the unit a week later the new access code and card did not work either. We had to go back into the office and do the whole rental process again.
Neil M | Overall ExperienceConfusion over move out policy resulted in paying for unneeded space.
EVAN M | Overall Experience1. The equipment I ordered was not there 2. Had to rent a different trailer that was more expensive because first was not there. 3. Was told I could return it anywhere in the cities but then called three days later and told that I had returned it to the wrong location. 4. Charged extra fees due to the misinformation 5. Guy who called me about the return was not helpful. 6. Hours wasted trying to dispute the whole situation and fees due to their fucking mess and misinformation. WILL NOT BE BACK Oh and my truck was hooked up to it incorrectly.
TIFFANY TI reserved a dual application hand truck. She said she didn’t see this order, that they didn’t have one. We had to take a dolly. Just wondering why, if I reserved a specific item, that it wouldn’t be available.
Carol WEverything went well with my rental. I have rented from this location often and am always satisfied with my experiences.
Anthony PI need the final invoice. They never send to me. Please, send to lucadore73@gmail.com Thank you.
Luca DDropped off trailer same day I rented it, and got a call 5 days later threatening that I would be charged because they couldn’t find the trailer (later they did). Very very rude customer service, including one hang up after my frustration.
PETER HI am a wedding florist, and I use your trucks to deliver wedding flowers. The last two have been riddled with graffiti. I know this is hard to manage in the city. ZI also had ordered a cargo van, and when I picked it up, it was unavailable.
KIMBERLY HI had a reservation for a van pick up at 7pm. Upon arrival and a 25 minute wait time with the number as instructed. The lady said vans are not available after closing. We lost an hour and a half of work to pick up a van that wasn’t even available. My reservation was changed to a 10’ truck but I was not compensated for the inconvenience. We were moving furniture at 11pm IOT to complete our timeline requirement.
Sylvia TThis might be the worst service I’ve ever received and seen others receive from any UHAUL location I’ve ever used. The Hiawatha location is such a nice looking spot but the people that work there are horribly rude and make you feel so unwelcome. I ordered a ‘12 uhaul and was told “it’s over there somewhere” so naturally I just tried all the trucks with the keys I was given and when I finally went back in he told me the serial number is what I should be looking for. I then found out that my uhaul was blocked in by another U-Haul. Was looked at weird when I came in and told them this while they were arguing with another customer. I will never use this uhaul location again.
DANTE HMOBILE CHECKED OUT easy
JACK ZA new level of ineptitude. Made a reservation a day in advance for a 5x8 utility trailer. Received an email confirmation. Showed up to pick it up, waiting 25 minutes in line to do so. Finally paid for my rental - there's a little more upselling, and be forewarned, the online reservation system has a LOT of that, so it was odd to have to repeat it at all. I was instructed to back my car over to a pair of utility trailers. Did so, and he met me there, looked at the receipt I had just printed, and told me that while these were utility trailers, they were both already reserved by someone else and mine wasn't here. He said he'd refund my fee. He didn't, unsurprisingly, and still hasn't. At length I drove two blocks to Reddy Rents and rented a trailer from them. Drove by UHaul at the end of the day on my way home and noted that the two utility trailers I had been backed up to had not moved. This business isn't even worth getting mad about. It's just worth avoiding.
DAVID SThe rental pickup location used an incorrect mileage out figure and incorrect gas return amount (I did not see this until after the return because I elected to have the contracted emailed to be rather than having it printed). The total mileage was more than actual by 15.8 miles (on a 33.6 mile trip). The manager at the rental pickup location failed to refund the correct amount of the mileage charge and related tax amount and failed to provide corrected mileage figures. -Not Trustworthy- The amount refunded would be for about 10.89 miles, not the 15.8 miles overcharged. I also asked for compensation for the extra gas I put into the truck based on the gas indicator ($3.49 - the cost of one gallon). By my calculations the gas consumed would work out to 5.6 mpg which is vastly lower than that of a larger truck previously rented and driven with a full and heavy load. The truck looked like someone had thrown up inside or something was spilled. It was dry so I let it be. The back of the truck had not been swept out. I took photos in case the Rental Pickup Location attempted to change me for truck clean up. -Not Well Maintained- The right rear tail light lens was broken at pickup. I hope the Rental Pickup Location does not try to claim insurance coverage I paid for to pay for the repair of that damage. -Repairs Not Made- If you are considering this location to rent a truck I suggest that you can avoid issues by going to other locations and pay whatever extra milage you may need to.
EUGENE FWilliam and Marhjay both were professional, capable, and helpful.
JEREMY Dnothing
DAELIN CWhen we arrived to pick up our reserved truck, we waited 30 minutes to get to the counter. we were then told that there were no trucks available and that they were actually given out on a first come first served basis. The staff was courteous but I am disappointed that our reservation was not honored.
Rachel BI would hope that this location would be held accountable for not wanting to fill out the paperwork properly and add the drop off location so these issues could be prevented. Oh and how about quoting honest pricing.
ANGELA MLocation was very well-kept and clean. Very nice experience. It was unclear which direction the line was supposed to form in the building. Maybe more walls or a hanging sign would help. Best, WS
william sGreat Experience!
Don W | Overall ExperienceThey were very helpful
Jacqueline B | First ImpressionsAll the staff were kind and helpful!
Anthony P | Overall ExperienceMiesha was kind, professional and completed the rental quickly.
Anthony V | First ImpressionsNa
Giovanni G | First ImpressionsI was at the facility for about an hour before we started moving anything. There was a customer in line ahead of me that reserved the truck but the uhaul employee couldn't find the key. That took a long time and there were no other employees to help me get checked in. Once I got checked in, the storage unit I was given was already taken. I had to walk back and get another one. It wasn't the employees fault any of this happened, she did everything she could in her control. But during a time like moving across the country and things can get stressful, this did add on to a bit of frustration.
Samantha J | First ImpressionsThe staff and facility here are a mess. People don’t know how to register people for units, and when you pull in parked trucks for rent are blocking the loading area.
Amber H | Overall ExperienceIncredibly clean and well maintained, secure yet easily accessible, and the indoor loading/unloading area made a huge difference in our ease of use. Will only use your facility, going forward!
Robert D | Overall ExperienceThe facility is very nice and there is an indoor area to park while loading and unloading. Also. There is an elevator and carts to assist which storing items
Anthony P | Online Move InStaff were very friendly
Teman M | First ImpressionsMr. William Wiley and Ms. Pri are the utmost professionals! Thank you.
Bev B | First ImpressionsThe reason I rated 'Average' is that the staff didn't ensure I received a security access card. Let me explain: we were among the first customers to move into our unit. The access system wasn't fully installed, so U-Haul gave us an access code instead of a card, which worked fine. However, once the access cards were ready for use, U-Haul forgot to notify us, causing confusion. According to U-Haul's system, I had moved out on May 28, 2024 (which I didn't authorize), with a $0 balance. Consequently, the staff removed our lock and replaced it, which prevented us from accessing our unit. We had to drive back home, 18 miles away. After calling the manager, he resolved the issue, and everything was fine. U-Haul's mistake was not giving our case special attention, knowing we would eventually need access to our storage unit. There was no phone call or email—NOT GOOD! On a positive note, the place is very clean, and we like the new security system. The customer service treated us very well.
Alan W | First ImpressionsI've used this location for storage and truck rental. No complaints - the people are always fantastic to work with. Super friendly and helpful. Will definitely be renting a truck from time to time from them and will recommend their storage facility.
Andrew D | Overall ExperienceThe system completely missed my reservation for a unit on the 1st floor, and the staff had to give me a unit on the 5th floor along with the elevated rate I was forced to pay for the change. I also reserved a trailer that was not provided by this location, forcing me to go to Bloomington for a trailer that I would have had to pay twice as much for had I not canceled that reservation entirely. The U-Haul staff at both locations were great, answering all my questions promptly and professionally, but I cannot and will not recommend U-Haul as a whole. The convenience of your facilities and the kindness of your staff are no longer worth the deceptive, underhanded practices behind your business, and as soon as I move out of my unit, I will never be working with you again.
FIONA L | First ImpressionsArming situation was a bit hard to understand. Would be great to have a sign indicating the order of operations for both entry and departure. Also please address the alarm situation. It went off during my move-in and since the entry disarming procedure wasn't entirely straightforward I thought I had set it off!!
Andrew J | First ImpressionsEverything was well organized and the instructions were very clear and easy to navigate
Joshua D | Overall ExperienceI rented a truck and a storage unit. Presha, made the experience a pleasant one.
David O | First ImpressionsNice and clean and secure.
Lindsay L | Online Move InThis new facility is wonderful-- with a secure garage to pull in to for unloading/loading, carts for your boxes and mattress, friendly staff.
Martha H | First ImpressionsWay too expensive and the hours suck. Thanks
CAMERON S | Overall ExperienceGreat service vary kind and the place looks excellent
Lewis M | First Impressions