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

Keep your trucks in working order & work on your communication skills!!! What should have been a move lasting a few hours max, turned the into a 10+ hour nightmare. The truck wouldn't start once at the location we loaded all my belongings into, engine light came on, strange messages continuously changed re. what was wrong & it took approx. an hour to start up again. Once started, we left for my new place, the truck went fast both forward & in reverse while in neutral & didn't move when in gear. Once we all called the service provider, who was clearly not familiar with the Big Island of Hawaii, it took well over 3 hrs. for the tow truck to get to us because it came from the farthest place away from us & had other stops. We were freezing, hungry & my new landlady & roommates were completely inconvenienced as it was very late by the time the driver got to us. The tow truck driver told us he didn't get the service provider's call until 2+ hours after they told us they'd called him, so it wasn't his fault. Once we got to my new place, we still had to unload all my things into the house. All in all, due to the truck not working & dangerous to drive, waiting many hours on the side of the road for help, the long delay for the tow truck, etc., the move that should have taken a few hours, took over 10 hours. Almost 24 hours later & I'm still wiped out. Luckily, my new landlord & roommates are easy going and did not seem upset that boxes & furniture were being moved upstairs so late. Nonetheless, it was a horrible way to start off at a new place with new, unknown housemates. The least Uhaul could do is give me a full refund.

Just need to keep these awesome employees happy since they are doing a great job, especially Cerise Huihui

My only issue was the engine light when on in the vehicle as I was driving. No fault of the employees, for it happens. Otherwise they are always helpful and courteous and I will be back again. Mahalo

It's Kona, space is very limited.

met with friendly and helpful staff members. totally satisfied.

Hard working crew

Friendly.

Great truck! Did the job.

Was not able to pick up my truck at the reserved time slot. No discount received which doesn't make a lot of sense

The service was good. My only concern was there were 2 customers in the store with no mask and no one told them they needed to wear one.

Check engine sign was on, car was clearly not filled up to full, employees tried to hassle me on the gas even though I took a picture and showed it to them with a time stamp prior to driving off the lot. Gave me a headache, it was not a fun experience. I've rented from uhall 20ish times before all over USA, i have a perfect driving record, with perfect credit,, they asked for 2 other people's information for proof that wasn't a thief.. This was by far the worst experience renting a truck to move, and I was doing it to help a friend..

very nice, thank you

Everyone was friendly and the process of getting the truck was quick, dropping off the truck took all of two minutes.

Was very easy when went in for pick up

Excellent customer service!!

Have a questions for rating personal. Who were friendly and professional

Fast and efficient pick up and drop off :)... thinking of renting for another day next week.

Cerise was so helpful and nice.

Your staff are wonderful!!

Took them about 30-45 mins to just get the paperwork done, before I left the location I asked them some questions i.e. if I returned it early the second day that they wouldn't charge me for the full second day. Upon return I came to find out I was getting charged the full second day.

Awesome service from oahu and kona. The storage guys at the Wearhouse were both super nice!!! A+

Very nice and friendly customer service.

these folks were freindly and professional .great job.

This location has Great customer service, reliable equipment and convenient check-in and return. Thank you!

Everything went smoothly and equipment was excellent. Great friendly service.

Excellent customer service!!

Rearrange displays at the front counter. Other than this it was fast, easy and staff were very courteous and professional.

I planned on having a unit to hold my stuff while I moved into a smaller space, I anticipated staying in there for at least 3 months. Finding a unit was easy because I called ahead and was helped by a wonderful customer service rep. who got me the last one available the very same day. I ended up getting plenty help from my family and was able to move out after the first month (which was FREE by the way) so it didn’t cost me anything! Super friendly and knowledgeable staff, would HIGHLY recommend!!!

Good service and good tracks

Thank you guys for everything. You guys are amazing and have the best customer service 🤗 much Mahalos and Aloha’s

Great staff

Online self help 'chat'vcould use improvement; onsite staff including local after hours help line were very friendly.

On point all around! Mahalo for being there for us. God bless you and ohana....

I've never had a problem with them and always had the best service and “Aloha”.

Cherise ia amazing to work with and her staff is incredible! Beautiful and secure facility maintained impeccably well. Mahalo

Very friendly and helpful staff, would definitely use this u haul again

Reserved online, picked up a cargo van within minutes of arrival. The clerk was knowledgeable and friendly, the price was fair, and the entire experience was easy and pleasant. Would recommend to family, friends, and anyone who wants to know.

All employees that I have come in contact with were pleasant and friendly, very helpful also. If there were concerns Cerise, took care of it with no problems. I will be using Uhaul again.

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.

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

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.

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.