Customer Reviews for U-Haul Moving & Storage at Jolly & Cedar

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Rental and return was easy!

Rating:

2.0

There was only one person working when I arrived at 8:20 to pick up a small utility trailer I had reserved for 8:30. It took 50 minutes for me to get the trailer that I had reserved. When I returned it after lunch, there were four people working inside but none of them came out to help me return the trailer. After waiting outside for a few minutes like the signage suggested for someone to help I went inside and found the four workers just chatting at the counter with one of them with his feet up on the counter. Not the kind of customer service I would expect from any company. I think I will just go and buy my own trailer the next time I need one.

Rating:

2.0

I used the smart phone check out and when I went inside they couldn't find the key for the truck I checked out. The woman at the counter cancelled that reservation and set me up in an older truck. When I returned the truck I went to the desk and turned in the key. I asked did they need the mileage and was told no they'll get it when the truck is checked in. I left and received a call the next day asking when I was returning the truck. I told the lady I returned the truck and she said she'd check and call me back. She called back and said I returned the truck. Not a good experience.

Rating:

1.0

No response from management at the store after multiple attempts. Spent over 5 hours on hold, only to have my call answered each time by the corporate call center, saying the store couldn't be reached and that they'd leave a note for management to call me. Still waiting on the call almost a month later. Was over charged as I only needed 3 uboxes not 4 as the store originally recommended. Highly unorganized and poor customer service. Will not recommend and will never use again. Unbelievable.

Rating:

2.0

Faster service truck ready to rent my truck passenger side mirror was off. They put it back on but would not stay were I could use it.

Rating:

3.0

The employee who was up front was just sitting down while four + people were in line. We walked in and no one greeted us, we had to ask the people in line if they'd been helped. Then we went up to the employee and stood there and the guy said nothing to us. Had to ask him if he's helping someone already or what. Finally a girl came in, her name tag said owner. She helped the people in line and us right away. Appreciated her, she saved our trip there. Otherwise it would've been an awful experience.

Rating:

4.0

Customer did not leave a comment.

Rating:

5.0

Very clean and they where ready for me

Rating:

2.0

When picking up, this Location was understaffed. The one representative at the counter mentioned there were two others, but he did know know where they were at that time, about 5:30 PM. The rep decided to count the money in the register, after accepting my cash payment, for reasons unknown to me. He did not appear he was sure of the process to complete my rental - a reservation completed using the U-Haul mobile app. He seemed impatient during the light check after the trailer hook-up, not allowing me a couple of seconds to active the turn signals, brake, etc. During the drop off at 7:20 AM the next day, the location was understaffed, only one rep to handle incoming and outgoing rentals & sales. There was not ample currency in the cash register to make change for the return of my deposit less the rental fee. The "system" -he said - tried to charge me an "after ours" fee when my pickup and drop off were withing the location's operating hours. He did correct this error. Again this rep, although different from rep that handled my pickup, did not seem a full understanding of what should happen. He spent more time making negative comments about the previous shift than directly handling customers. I know of at least two customers that left during my 45 minute wait. Too much time was spent with the customer in front of me trying to match a trailer to his vehicle, when this location did not have a trailer his vehicle could safely tow. After about 45 minutes, the rep identified another location that had a trailer his vehicle could tow safely. Thank you U-Haul for the mobile app as I am sure I would have been at this location for several hours had I not completed the reservation and express check in using the U-Haul. U-Haul is my go to place for trailer and truck rental and I have never experienced such dis-function as this location provided.

Rating:

5.0

I thought the cost was going to be 19 95 to rent the truck and when I got there I found out that you charge $0.79 a mile on top of the cost of the truck rental. If I was aware of this I would not have rented the truck I would have just borrowed a buddies pickup

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Everything was great and I always recommend and use uhaul when I am in need

Rating:

2.0

Rented online and had to go inside three times: To finalize rental To get keys (told they were in lockbox, but they were not all boxes were open and empty) To get equipment that was rented (rented appliance dolly and it was not in truck)

Rating:

4.0

Brakes were worse than previous rentals and gas gauge was not accurate upon pickup

Rating:

5.0

Just keep on doing what you been doing!

Rating:

4.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

4.0

Customer did not leave a comment.

Rating:

1.0

Awful experience. Understaffed and no manager available to address a problem. UBox not ready at pick up and had to wait an hour to get it set up on a trailer. Then on date of retrieval from storage, the staff couldn't find the Box. Was sent twice to an off-site location and then back to main place. Finally called in a employee who know where it was -- 2 hours later the "found" the box. On top of all of this, I was charged for two Uboxes and have still not be given a refund of $98.00.

Rating:

5.0

You need more help

Rating:

1.0

This facility was very disorganized and had no idea what reservations were available at the proper time. I had to wait another day because my reservation was not available. This put me back in terms of work and being able to move into my apartment. Very dissatisfied with the service and I will not be using U-Haul again.

Rating:

2.0

Customer did not leave a comment.

Rating:

1.0

I had a reservation for 8/28/21 at 11am. No truck was available. Marvin said I could come back at 9am the next day to possibly get a truck since they had a lot of returns due back. I went 8/29/21 am. They asked if I had a reservation, I said no the guy told me to come in and try to rent. Lady that helped me was very friendly and did end up giving me a truck. The guy Marvin told me I'd have a $50 credit for guarantee, which the lady told me he should have given me a discount code, which he did not do. So I never got my full $50 credit. The lady did give me the truck rental $29.95 off my bill.

Rating:

4.0

Customer did not leave a comment.

Rating:

5.0

Excellent service. Thank you

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Ask for Tate, he took good care of me. He even cleaned my truck personally after I told him about my April 29th 2021 rental. This is a good man an the guy to head up this location. Thank you so much Tate much respect

Rating:

4.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

4.0

Customer did not leave a comment.

Rating:

4.0

Customer did not leave a comment.

Rating:

1.0

The general manager is rude, unprofessional, and frankly should not be employed with UHAUL. When he tells you to go rent from someone else because he can't find your prepaid reservation you are better off taking that option. No customer service. This location used to be decent and well run but something had happened in the last year.

Rating:

3.0

Customer did not leave a comment.

Rating:

2.0

You need more help at the front desk. I arrived at 10 and did not get on my way until 10:45 because there were not enough employees to handle the number of customers. I recognize this is a challenge for everyone these days, so maybe that's whats going on here. The individuals who helped me were very good. There just weren't enough of them.

Rating:

5.0

Customer service from Necia was great.

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

4.0

Customer did not leave a comment.

Rating:

1.0

Has faulty equipment and customer service bad take about an hour to switch my equipment

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

1.0

Make sure the applicable truck is available when someone has a reservation booked

Rating:

5.0

Nothing. I worked with 2 different employees, both were friendly and competent. The Manager on Friday morning even diagnosed a problem with the car dolly lighting (it was my trailer left turn fuse) allowing quick repair and departure. I was very impressed and thankful

Rating:

5.0

Customer did not leave a comment.

Rating:

1.0

Be responsible and deliver the container to the correction destination as shown while placing the order

Rating:

3.0

I used the email like on the receipt emailed to me by UHaul to contact the General Manager with a question about my contract. That was >48-hours ago and I haven't received any reply, not even acknowledgment of my message. DON"T put a sentence in your emails about contacting the GM with questions/concerns, if one cannot expect a response. The inside of this facility is habitually messy, disorganized and dirty.

Rating:

3.0

I needed several questions answered later in the day. my call went to a "call center" where the person was unable to answer them. I was told someone from the store would call asap and they never did. I asked the clerk about this when I returned the truck and he told me he was the only one there. Okay, so if you have a question or an issue with U-Haul you're out of luck evidently.

Rating:

5.0

Customer did not leave a comment.

Rating:

1.0

I did not receive the U-Box containers on time. Boxes were not shipped on time as promised nor were the boxes received on time. General manager denied my customer action grievance stating that the boxes were received on time, however when I spoke to scheduling managers in Michigan, several managers, advised me that the boxes had not arrived. When I did receive word that boxes arrived from a scheduling manager, it was after due date. There should be notes in your manifest that support my grievance. Also, moving company that delivered my items in Michigan, advised me that Uhaul did not have boxes when he attempted to schedule a pickup to deliver boxes. Furthermore, my TV Stand was damaged due to moving company in Arizona improperly placing TV Stand in ubox container. I'd like for uhaul to be a stand up company and make things right.

Rating:

5.0

Customer did not leave a comment.

Rating:

2.0

This isn't where I made my reservation. I made my reservation at a different location, and only found out my reservation was changed on my when I showed to where I made my reservation

Rating:

5.0

Customer did not leave a comment.

Rating:

4.0

Customer did not leave a comment.

Rating:

5.0

The young man who handled my reservation in store was very friendly and helpful! Flawless rental, happy I chose this location.

Rating:

1.0

My reservation was not confirmed, and almost did not receive a truck because of this. Ended up picking my reservation up late. The truck was swept out but did have outer physical damage, and the roof leaked leading to several of my items retaining water damage. Absolutely horrible service

Rating:

1.0

Didn't get what I had reserved

Rating:

5.0

Customer did not leave a comment.

Rating:

4.0

The chain broke on the trailer thankfully we did not have any problems.

Rating:

2.0

Here is the deal. I have four frustrations. I've listed the summary of the frustrations below along with a detailed description of my experience. 1) How the phones are set up, inability to connect with local associates over the phone. Especially when they request information from a customer by a phone call/voicemail. 2) Inaccurate directions on key returns. 3) Not communicating effectively with customers. 4) Managers not pursuing excellent customer service in their local store. When I did the online check-in of the vehicle a day early between the hours of 10am and 11 am. I had a difficult time locating the key return box as described in the online check-in. The online check-in described the box to be near the main doors. It was not [Frustrain #2]. I located an after-hours drop-off box, dropped them in, and left. Around 7pm that evening, I received a call from a U-haul associate who worked at the location I dropped off the u-haul telling me they were unable to locate the keys I dropped off that morning. They called at 6:59pm. I missed the call and I called back right at 7:00pm and then again at 7:02pm and was then on hold for 18 minutes until my phone died. I called back the following morning at 7:40am and my phone call was not answered. I was on hold for about 30 minutes and then decided to drive in [Frustration #1). Then I was connected to the a customer service agent who was not located at the store I was calling. She tried to get in touch with the local store herself but was unable to. she then put me on hold while I was transferred to a regional customer service agent who I was connected to once I arrived to the store. This agen was blaming me for the missing keys and not helping to solve the situation. She then connected me to a customer service agent who I could make a complaint to, who was the incorrect agent and he put me on hold to connect me to the correct person. While I was on hold for the 4th time, I notice the U-haul truck I returned was not parked in the spot I left it, telling me they found the keys and did not notify me that they found the keys [Frustration #3]. I wish they would have called me back in order to tell me they located the keys so I did not waste a collective of 2 hours trying to ensure they had the keys checked in properly. This is disrespectful. While I was on the phone with the 4th customer service agent trying to explain my complaint about the phones, she was failed to accountability for the manner in which U-haul has their phone lines set up (if the local area does not pick up, they send it to the 1-800-U-haul number). It would have been nice to receive an apology for the frustration and to forward the complaint to the corporate level to remedy the lapse in communication abilities. It was an unpleasant conversation in mind that left me frustrated. This agent told me that the general manager of the store I returned the truck to would receive my complaint and contact me later the next week. When I get to the counter to ensure the keys to the truck were located (as by the time I finished the conversation with customer service, I was at the front of the line), the general manager, Chris, was assisting me. I explained the situation, he confirmed the keys were located and the truck was sent off the evening prior. I said it would have been nice if an associate notified me once they located the missing keys. I asked if they request information or an action from a customer, but then no longer require that action or information, if they could notify the customer in the future. Chris responded by saying, probably not, I'm leaving this position in 2 weeks. I thought Chris' response revealed a lack of care for training his employees in respectful and efficient treatment of customers. When I left U-haul that morning, I felt disrespected. Disrespected from the interactions with the Regional Customer Service agent (agent #2) and the Customer Service agent I made the complaint to (agent #4). Disrespected by the U-haul associates lapse in notifying me that they located the keys after requesting my assistance in locating them in a voicemail. Disrespected by Chris, who simply did not care that 2hours of my time were spent in an effort to find the keys which I was told were missing but were actually found the evening before. Be wary of these things. Maybe U-haul will reach out in order to reconcile the situation.

Rating:

5.0

The staff was very curious and understanding for the needs of the customer even though there was no rental available.

Rating:

2.0

Truck was broke, and website was down. Who does scheduled web maintenance on a Friday during business hours at the end of the month when everyone is moving?

Rating:

1.0

I've never had a worse experience with a rental company than I did today. Multiple offices had me on hold being transported between them all for 45 minutes trying to see if my rental was confirmed. Then I finally speak to someone and she was very nice but guaranteed me a truck at a location that DOES NOT EXIST. My dad then has to drive around foe an hour trying to get a truck that I reserved 1 month ago. It was complete bullshit and happened when we moved to the house 1 year ago as well. I am never renting from uhaul ever again. I could go on and on but I think my message is clear.

Rating:

4.0

Customer did not leave a comment.

Rating:

4.0

Customer did not leave a comment.

Rating:

5.0

Staff was friendly and professional

Rating:

5.0

Customer did not leave a comment.

Rating:

4.0

Customer did not leave a comment.

Rating:

4.0

Customer did not leave a comment.

Rating:

2.0

The people at the location were great but 1800 u haul had no coordination with the location before booking my rental until the day of so my bookings were very all over the place. Also they walked me out to the truck and just left me they didn't tell me how to go over the inspection of the vehicle so when i got to my house i found the back of the truck with blankets and a loose dolly in it

Rating:

4.0

Customer did not leave a comment.

Rating:

5.0

This comment is for the moving help service ("Elite Moving" company) which I contracted through U-Haul. I contracted two helpers but on moving day the guys never showed up. I called the company but they didn't pick up the phone. Voice mail was full. They never replied to my texts, offered an explanation or an apology. I was initially charged $200, fortunately, after I complained via email, they refunded my credit card. Of course this has nothing to do with the store where I picked up the truck, but I wanted to complain somewhere and didn't know where.

Rating:

3.0

Customer did not leave a comment.

Rating:

3.0

I had a miserable experience with my reservation and would not recommend U-Haul to anyone. They have poor customer service and even worse logistical issues.

Rating:

3.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

The entire team was fantastic and very helpful!

Rating:

5.0

The gentleman that checked my truck in was kind and helpful and deserves to be recognized for his customer service.

Rating:

5.0

This location (Jolly & Cedar) is professionally run. This location is only a couple miles from the South Lansing U-Haul location, which is horrible and unprofessional. It's definitely worth it to use Jolly & Cedar U-Haul.

Rating:

5.0

The representative that prepared my agreement was very knowledgeable, making a somewhat cumbersome process (due to system glitches) safe and manageable.

Rating:

1.0

I returned the vehicle with more gas than I began with and was charged for a gallon of gas!?

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

The truck was overheating and caused me lots of headache. I couldn't use freeway and took me 5 additional hours to drive the back roads. Staff were fabulous tried very hard to make it up for us.

Rating:

3.0

I am upset at the terrible service I received from the South Lansing location. They called a half hour prior to my reservation to tell me the truck I reserved wasn't available because someone else hadn't returned their truck. While I understand it's out of their control, it's a bit scary to get a call a half hour before I'm supposed to move. Luckily another location had the truck I needed.

Rating:

1.0

I had to wait about 20 minutes before anyone even acknowledged us waiting in line. Then another 10 min to be waited on. After I returned the uhaul I was charged 18.00 for gas when I returned it with almost exactly the amount of gas it had when I left. Better communication from your staff to the customer could be implemented.

Rating:

3.0

Customer did not leave a comment.

Rating:

5.0

They made the drop off so easy!!

Rating:

5.0

I was extremely pleased from the moment i walked in to the moment i returned my vehicle and walked out. Customer service was top of the line. I will be back for sure.

Rating:

5.0

Customer did not leave a comment.

Rating:

3.0

Customer did not leave a comment.

Rating:

3.0

Customer did not leave a comment.

Rating:

2.0

The person who helped us out was the exact opposite of helpful. We asked a question or told him what we needed and instead of answering us he walked away to go find the truck we rented. When he did talk all he had to say was “essentially” and didn't seem to know how to answer our questions. I'm sure there are some great employees there, but the person we dealt with needs some more practice with his customer service skills. I was very frustrated when I left this location. As for the truck, it drove. However the tire alignment was off and the brakes are nearing the end. We mentioned that in our return and I hope it gets fixed for the next family.

Rating:

5.0

Customer did not leave a comment.

Rating:

3.0

Customer did not leave a comment.

Rating:

1.0

Have honest employees

Rating:

5.0

I wouldn't normally rent from this location, but the location closest to me was sold out. I'm glad they were! Alvin and Tate were awesome and helpful, and the truck was clean and well maintained. I've had some terrible Uhaul experiences, but this was definitely not one of them. I highly recommend this location!

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Very quick checking equipment out.

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

The guy who helped me at the South Cedar location in Lansing Michigan on 7/2/21 at 3:30 was extremely friendly and helpful. Great employee.

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

4.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

4.0

Customer did not leave a comment.

Rating:

4.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

4.0

Customer did not leave a comment.

Rating:

4.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

4.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.

Rating:

5.0

Customer did not leave a comment.