Customer Reviews for U-Haul Moving & Storage at Kailua-Kona

When we arrived, truck loaded, we were unable to open the door. Management was gone-closed on Sundays. Had to use a hammer to move the bar to oen and close.

Great customer and communication we will definitely use them again

I had multiple administrative issues with my UBox process. First issue was the wrong UBox number was entered into the system, which caused issues when I went to pick up the UBox. This was corrected but then I got billed for 2 months after I returned the Ubox and had to deal with sorting that out through customer service which have very long wait times and they forward you to other call centers which is frustrating. When I called the local office they were not able to sort it out. Overall my experience felt very disorganized on the administration side of things. Luckily my goods arrived on time and in good shape and that is the important part, but it is hard to recommend a company that has poor administrative service.

Staff was friendly, and helped answer all my questions. The truck was smooth riding and easy to drive!

The gentleman who checked me in demonstrated excellent customer service. He was extremely busy, had a line, yet was still attentive and took care of my needs. Well done.

This is the third time I've rented from your Kailua-Kona team, and each time they exceed my expectations for service, friendliness and efficiency. Thank you!

Seamless, easy pick up and return. Clear directions. Perfect

When I arrived, the truck was clean and ready to go, but the customer service representative could not locate the keys. We had to switch trucks, and it took an extra 15 minutes or so. Otherwise, this was an excellent truck, and the rest of my experience was great!

Miley helped us with the uhaul rental. She was prompt, efficient, helpful and very pleasant to work with. She confirmed our reservation in advance and answered all my questions. Miley was excellent to work with!

I reserved a truck online and then went into the U Haul place of business to confirm in person my rental. I needed a 4 wheel drive truck and the gentleman at the counter confirmed my rental for the next day. When I went to pick up my rental I arrived 45 min early just to ensure I would get on the road as I had to attend a State Pre-bid meeting. I waited in line for 45 minutes. I was told the truck had 5/8 of a tank of fuel and to bring it back with that amount. The truck should have been full. Due to this I had to stop and get fuel and then realized that I was not given a 4 wheel drive truck! I called and they said they DID NOT have 4 wheel drive trucks for rent even though I was told in person that is what I was getting! I did not have time to return the vehicle at this point as I was going to be late for my meeting with the line wait time and having to get fuel. I am extremely disappointed with the dishonesty and lack of customer service as well as renting a vehicle that was not fueled up and ready to go. No discount or anything was offered to me.

The staffs were super helpful and kind, I enjoy my walk in and dropped off. This location is a plus for excellent.

Nothing everything was great staff was helpful and exemplified professionalism and service was quick.

Offer trucks with liftgates instead of ramps.

To be honest service was great,just keep up the great job.. thanks

The manager and staff at the Kona location are the BEST. The gal that helped with my dolly and storage room rental was super busy yet extremely kind and professional. The manager is a Rock Star! They went above and beyond. Even the billing gal was wonderful. They made a horrible day brighter! I'm delighted to do business with them

Was a great experience and the staff was helpful and friendly.

Very easy pick up and return! Great truck! Will definitely use again and highly recommend!

Let them use the toilet! I need to use the toilet @ 7:30am and was told they didn't have public facility. I'm not the public...I'm your customer there to pick up my reserved truck.

Keep up the good work. The staff was helpful both on the phone and at the location.

Every staff was cordial and pleasant. Vehicles was ready for us to pick up. Thank you.

My experience was wonderful! The team members were awesome, the truck worked perfectly and my return check in super fast! Just keep doing what5 you're doing!

You guys are awesome and the Covid protocol was very well maintained

Excellent location with friendly helpful employees.

We had a great experience with Cerise, as my aunt had some difficulty and with patience everything worked out.

Great service - thanks!

The service and employees were excellent and spot on. I was in and out in a expedient manner both at pick up and drop off! Thank you 🙏 Kona location!

The front counter staff was very nice and friendly. Wonderful experience and would recommend just because of the staff

Service was excellent.

Needs better signage, almost drove by it. Parking is tight.

My credit card was overcharged by $300 and a week later it has still not been refunded.

We have had a great experience thus far. Cerise and her staff are friendly and informative.

Always friendly and very explanatory which makes renting from them that much better .

Amazing customer service. I bought some of my moving supplies and rented a truck. Everyone was courteous, followed Covid protocol and was filled with Aloha.

Nothing. Great job!

It takes a long time to get approved for early pick.

The lock I bought to secure my unit was broken with only the shank hanging on. Fortunately I don't think anything was stolen.

Friendly and capable staff were a big help during a complex move.

Perfect as a great team should be.

My experience using this storage facility was amazing until move-out when I was told that the full month that had been automatically charged a few days prior would not be refunded or prorated back to me. I was charged $167.40 for only 5 days which is ridiculous, especially during a pandemic where I lost my job. The man working the desk seemed not clear on the refund or cancellation policies. I would appreciate a refund for the days that were prepaid and not used. Thank you, Elena Hagstrom 808-765-7896

Friendly and fast pick up and drop off.

Online reservation and check-in was quick and easy. Josh did a great job once I arrived getting me situated with the truck. Mahalo for bringing the Aloha to my moving experience!

can't think of anything. Cerise Huihui is awesome and takes great pride in what she does.

The service person that assisted with my rental was FANTASTIC! I wish I had her name -- I apologize that I don't. She is a terrific representative for U-Haul and is an asset to your organization. She handled two rentals at once, with grace and humor, and was able to get us both out the door quickly. AND the phone was ringing at the same time which she also handled professionally and with cheerfulness. Please thank her for me!

I like the idea of "Get your truck 24/7 using only your phone!" but the reality is using the app was a pain. The reservation process was easy enough but it didn't give advance notice of all the requirements that would be needed when using the app to do an actual pickup. There was an issue with one of the requirements that caused a costly delay and to top it all off, i still had to go into the office to get the key! If i had known what was required I would have been prepared or better yet i would have just checked in at the office, which they assured me would have been much quicker with less requirements! Otherwise things went well, i like the van except that it was evident that a previous renter had slammed on the brakes as the break pads and/or rotors were warped pretty significantly and just lightly pressing on the breaks caused the van to shudder noticeably. I forgot to mention that to the guy at the counter.

Great people

Customer service agent was very helpful and friendly. Give him a raise!! Excellent service thank you

Best uhaul experience I've ever had.

I am still right in the middle of a move but wanted to take the time to say how friendly the staff was at the Kona location. Everything was quick and smooth . 100% customer service ! 5/5 stars for everything every step of the way !!

In picking up the vehicle, I was told by the attendant that the back tire had had low pressure, but he had filled it up and checked again and it was all good. I drove 40 miles to my location, filled the truck for the move, only to find that the tire was now flat. Apparently there are no U-haul repair vendors on the Big Island. I was tasked with driving to Lex Brodies and having the tire replaced for U-Haul. It took 3 extra hours, stealing time away from work and needing to shift the crew helping in Kona (our final destination). It was a huge inconvenience. Upon return, I explained I wanted a discount for the time I spent repairing your truck. I was given $14 back. That's incredibly frustrating.

The employees were great

Fill up the gas and all good to go ...thank you and may god bless y'all 👍

Service was terrible. They had issues with my payment after I turned in my equipment and they said everything was good. They kept calling me after when I was busy with my move. Then they requested to come in to solve the issue when a new shift was there and they had no clue what was going which was an inconvenience and I almost missed my flight. This place needs better communication with the staff.

Box was destroyed, goods were repacked and subsequently damaged. Complaint to Port Townsend office has yielded no response or guidance to file a claim. Additionally, you charged for an extra month rent while you were repacking when I was ready to receive them prior to renewal. Shoddy business model and poor customer service I'm sorry to say. I sent 2 groups of 2 boxes EACH and this is how you treat me.

Clean and easy with no hassle

For some reason when I tried to reserve the 6x12 trailer at the Kailua-Kona location it did not show as available and tried to have me reserve the trailer in Hilo. I used my location as Waikoloa, 96738. Other than that everything was perfect. The staff at this location was very friendly and helpful. Felt like they really appreciated my business!

Great place. Third time I rented. I will rent again.

Awesome service thankyou for all your help.

The on line site for scheduling was a bit of a problem. After calling to make sure I had the reservation I wanted, the text I received had the wrong time on it.

ALWAYS LOVE TO RENT HERE!GREAT CREW.

Not a thing!

Great staff. Friendly and went out of their way to help

We utilize storage facilities on all major islands in Hawaii. The difference is the level of care & attention Cerise & crew provide at U haul Kona. They make things easy, are quick to respond and truly exemplify the Spirit of Aloha.

The experience was OK but lacking in a few important points. However, changes required as a result of the pandemic was the cause of some of them.

Superb customer service. High quality vehicle. Well organized pick up and delivery procedures. We are very satisfied customers. Well done Kona U Haul, Guy & Peggy Parillo

When I was sent a code for mobile check in, the code that was texted to me would not work... Went to office finished there, all g.. Aloha for great service.

Nothing everything is top notch friendly and helpful staff!

Great customer service!

Cerise and her team are the best in the UHAUL business I've been in contact with! Quick efficient and no hassle.

My experience was excellent however, there was still some issues with my access code which as yet to be resolved. I am confident this will be resolved before my next visit.

All of the staff are awesome.Very friendly and professional.The manager is great.Very helpful.

I love working with every one there

Cerise and staff are some of the friendliest and helpful uhaul associates I’ve dealt with. Makes the experience that much easier and seamless

Wonderful experience!! Cerise the manager was extremely helpful and friendly.

Very Excellent cause; Manager is Very Much Polite and Her Employee's are so helpful. Get paper work quickly on Time and Units ready on Time. And detail instructions to In,out Excess to Storage.Instru.

Very friendly and helpfull.

Access denied numerous attempts. Failed to allow me into my unit. Even after the assistance from the Manager on duty. Declaring the SYSTEM IS DOWN. Not a happy consumer as I have a fully loaded rental

Awsome customer service Very friendly

Both staff members who helped me were extremely friendly and helpful while getting me moved into my storage unit. A+ service! Thank you! :)

Trust uhaul with your property, the security is top notch . Management is on target.. very professional...

Everyone was friendly, helpful, and knowledgeful especially store manager Cherise.

storage and truck are so clean.

Great services and employees.Units are immaculate.

Cerise Huihui has been a wonderful person to work with. She is very knowledgeable with her store and contracts. I would definitely recommend this storage facility to someone looking for a storage.

Just wanted to say thank you. Every one there was very professional. Thank you again

Excellent, friendly and helpful service. I could not have ask for better customer service. They made a difficult move from NJ to Hawaii much easy. Thank you Cerise’s!

Great service.

Excellent customer service Extremely easy facility to access

I was impressed with the U-Haul service,, every step of my move was handled with professionalism thank you

cerise and her team were very helpful in guiding me to rent a store room.

The staff was amazing!

The staff was terrific and very patient in making the arrangements necessary for our unique situation.

Manager was awesome she was on it with all request and very efficient in all she did.

Just wish it was a little more inexpensive..

It was easy

Helpful and friendly stsff

I would use your services again.

Very friendly and helpful!

The friendliest u haul I’ve ever been to. Thank you for making it simple.

Just on the side where I have my staff, it's warmer than the rest of the all units.

Cerise and all the staff were helpful and pleasant. I would recommend this business to anyone.

I am still waiting to hear from a UHaul rep about my insurance claim (# 01142235-2018).

staff are very helpful and I am more than happy with them.

Cerise and her staff were very accommodating and friendly.

Nice staff good place safe

Great facility easy and convenient access and the office staff just Amazing very friendly and helpful well done

Great store manager.

Very nice staff.

Nice new clean units and conviniently located.