Customer Reviews for U-Haul Moving & Storage at Lorain Ave

Rating:

1.0

GWEN at this location was awful, I asked for a refund on a “late fee” used on my previous encounter. I came to return the truck at 4:55pm. Store said it closed at 5pm. The employees just stared at me while I knocked on the door, it was locked, and then I was charged a late return fee!!! I came in yesterday and asked Gwen about this and how to file a complaint. She refused to tell me how, refused to give me her name (another employee gave me her name), and made negative comments about my appearance. I couldn't believe it. This is about Gwen- at the UHaul located at: 16515 Lorain Ave Cleveland, OH 44111.

Rating:

5.0

This was not our chosen location, so would have preferred something closer.

Rating:

1.0

I was charged an after hr fee. It was 20$ and I spent an hour or so trying to fix this. I even took the trailer back early. The women called me impatient, as she held me up 30 minutes because she could not print the receipt and made a couple phone calls. I am a paying customer that stood there waiting for her incompetence to end but it never did. I never said a word to her, what would have been the point, she was that bad at her job. The manager did refund the 20$ I believe. It was a complete hard uhaul experience that I will not go back to that location again!

Rating:

5.0

Excellent customer service !

Rating:

2.0

Fuel gauge dispute

Rating:

5.0

The employee are friendly and helpful there's nothing to complain about

Rating:

5.0

I had an issue with the 9' cargo van throughout my trip! Kept wavering to the left and right while driving much like you'd feel driving in a heavy crosswind on the highway! Didn't matter if it was empty or loaded! Made my trip fairly angst filled and uncomfortable! I did mention it to Mark when I returned it! By the way Marco Sims was friendly, nice and professional in getting me squared away with the right size vehicle and paperwork! Great customer service from him!!

Rating:

3.0

I think when you rent the truck. The employee that rented it to you. Should go out to the truck with you. And go over the truck with you. To check for damage or anything else that is wrong with the truck

Rating:

3.0

Requested furniture pads. Clerk said they were out, but the truck should have some inside. It did not. Resulted in some of my stuff getting scratched. Also i sweeped the truck clean, then drove to return location and debris must be falling from top of truck because it was dirty again.

Rating:

2.0

The worked that checked me in, Gwendolyn Mullins, was rude, disrespectful, and condescending towards me. In addition to the way she treated me, she was unable to help me resolve a problem.

Rating:

3.0

the manager stepped in and corrected a mistake that his employee made after she misread the gas reader ( she needs to be retrained ) ohter than that the service was fine.

Rating:

3.0

Better customer service when management is not present when he is present is different

Rating:

5.0

I'd like to thank the staff at U-Haul for their service and hospitality. My interactions were amicable, professional, and gracious. It is an excellent staff, from desk to return personnel. Thank you.

Rating:

1.0

I was charged $20 no check-in fee upon dropping off my trailer early. No one told me I had to check-in on my phone when dropping off after hours. Not happy at all.

Rating:

5.0

Inform customers that they will still have to go to counter even if they choose check out by phone. Per Brian, I needed a major credit card to rent cargo van; not debit card. I used my debit card previous day to rent 10' truck. Did not see this statement on the agreement. Please make it clear on agreement.

Rating:

5.0

Na. Everything was great and they got me right in and out when I was finished. Processing the truck in was very fast

Rating:

4.0

While the after hours drop off process was easy and a great option to have, my pick up experience was so bad I'll never recommend U-haul to anyone.

Rating:

1.0

The lady who was checking me out was rude and very unpleasant to deal with. She started to raise her voice and get an attitude when I was asking just to get a receipt.

Rating:

5.0

Have more employees during peak times but once it was our turn everything went smoothly and the customer representative was great.

Rating:

5.0

I had reserved a truck from another location which they didn't have. I was sent to this location from my original. Took over 2 hours to get my reserved truck.

Rating:

1.0

I was over charged & accused of not filling the truck back up , I had the truck for 1 1/2hrs & was charged $100 … they still have not sent the correct money back to my card . I also emailed them a copy of the photo that I took of the gas & millage

Rating:

3.0

Get more people

Rating:

1.0

Brian and Nick at this location were absolutely terrible. They should be written up. Feel free to call me with more details 440-567-3316- thanks!

Rating:

5.0

Can't think of a thing

Rating:

5.0

Employees were friendly, helpful and professional.

Rating:

5.0

Love the counter help! Very friendly and make the stressful day I'd moving not so stressful

Rating:

5.0

Fast, convenient and worth the money! Friendly counter help, Check in and return was a breeze!

Rating:

1.0

The truck was so bad and out of alignment and bad brakes , no maintenance was done on that one This location needs at least 2 people at the desk

Rating:

4.0

very helpful.knowledgable of equipment. very quicksetup with the trailer

Rating:

5.0

Make customers aware of wheel bearing play and lube the hitch receiver for the next customer renting the trailer.

Rating:

2.0

I reserved a truck for the day. I was told I could pick it up at 9 am. I was not informed I had to pick it up no later than10 am, an hour after my scheduled time. I went to pick it up and they canceled my reservation putting me in a difficult situation. I did get a call it was go to be canceled and no longer available. I was told there wasn't another truck available. They did find me a truck at a different location which was not convenient. I don't think this was UHaul's fault, but the fault of the location that I reserved my truck. I don't feel I got great customer service and I didn't get and there was no compensation. If there is a next time, I will remember this experience.

Rating:

5.0

Good service

Rating:

5.0

Everything was perfect! Thanks, Jim J

Rating:

1.0

This is only out to take for as much money as they can especially senior. I will recommend them or use them again.

Rating:

1.0

You could start by stopping your racism towards white people.

Rating:

5.0

The vehicle door was damaged and "banged" every time you opened it. Should have been taken out of service and repaired.

Rating:

2.0

Long lines and every employee was only trained to do one task. Employees lacked knowledge to help customers with needs. Very very slow staff.

Rating:

5.0

Amazing customer service when we picked it up the girl inside with glasses I forget her name she was awesome. Then the hand off to a different girl was not so great. She kept looking at her phone and laughing. She also didn't take us seriously/got a little snippy when we asked why we got overcharged, she quickly found out we're not playing about our money. She fixed it. I just don't like that we had to assert ourselves/get upset over it. Money is important. Also customer service. Get off your phone and look me in the eye with respect. Please don't try to rip me off and get mad at me because I asked why. Pay attention.

Rating:

3.0

Be helpful and don't lie. Without going into detail, two employees didn't try to help me out and told me they didn't have a truck(when they did). So I made an online reservation for the truck they didn't have, for a time I couldn't have it, and showed up an hour later and got everything they said I couldn't have done. Aside from my terrible customer experience, the box truck driver door lock was broken and the cab smelled of cigarettes

Rating:

5.0

Gwen and Ebony were very helpful.

Rating:

4.0

I may never use Uhaul again. The day I was confirmed to pick up my truck it wasn't there! I was told the customer didn't return it. There were trucks on the lot but they weren't oneway so instead of it costing $197 they said it would be over $500 due to the mileage. Nothing could be done for me and no manager was available to speak to! I had 2 backup companies to rent from but canceled them when you called to confirm I would have a truck. After much desperation from me I was told I could get one the next day which was a huge inconvenience because my move had to be rescheduled!!! I can't believe how poor the service was when I went to pick up the truck by the scheduling person!!! She basically said nothing could be done for me!!

Rating:

5.0

Nothing . Continue to do what you are doing. You were very up front about the rental that I used. You also were very helpful and fair when I had trouble with the truck not running well. You resolved my issue with the truck in a timely manner.

Rating:

4.0

Good thing you asked. But no the general manager was not only with a bad attitude with me but with 2 customers ahead of me. He would turn if he hasn't customers away.

Rating:

4.0

I tried to cancel but was not able to

Rating:

2.0

Giving explanations about how to return the truck when the store is closed.

Rating:

1.0

I placed an order for a one way open trailer . got a enclosed smaller trailer.. Was more difficult to load my harley. Not happy at all!!!!!

Rating:

5.0

Excellent, efficient service from both employees.

Rating:

1.0

PIck up was to be the West 117th location. When I contacted the West 117th location they said they could not help me and that I had to travel to the the 16515 Lorain location. The staff at the 16515 location did a great job of taking care of our requirements. However, according to your moto that flashes on the credit card reader, UHaul has the right equipment available at the right location. Obviously that was not the case here as we have to travel many miles from the reserved location to pick up are equipment. .

Rating:

1.0

You showed me a 6 foot wide trailer but the ramp and the end of the trailer are restricted the 5'4”.

Rating:

3.0

The people working at the counter and in the yard need to improve on ability to talk to customer. If I am paying for a product I expect the person I am dealing with to be friendly and not act like I am the enemy.

Rating:

5.0

Nearby facility, great people aiding in hook-up and drop-off of car hauling trailer. Only thing I can think of to improve would be to add another car hauling trailer to the inventory.

Rating:

3.0

It was almost closing very rushed did not go over vehicle or check trailer

Rating:

5.0

Quick service and remedy to solve a problem when the first trailer i was renting had a tire problem. So thanks again for great service. Mike

Rating:

5.0

Whole process was smooth and easy from making reservation online to picking up vehicle to return.

Rating:

5.0

Need additional CSRs. Nicholas was great ( no issue there), but he was the only one at the front desk. Busy Saturday morning … it was going to be big delays if he was the only one.

Rating:

2.0

This location was difficult to work with. The UHaul app didn't work. When returning the equipment, we waited for approximately 20 minutes even after walking around to find someone to help us. Then, the team charged us for gas even though we filled the tank up to above 3/4 line, when they later stated the line needed to be at the 15/16 line. There were not even 16 lines on the gas gauge, so not sure how they determined that the tank was below 15/16. I would have preferred if they told us just to fill up the tank all the way. Overall left our moving experience very dissatisfied and felt like we were taken advantage of. I will not use this location again.

Rating:

5.0

The man who checked me in was also helpful and nice.

Rating:

5.0

The store took my online order, and had the trailer ready for my arrival. There was no line when I arrived, so they were able to help me right away. Although they [understandably] wouldn't allow me to rent the trailer because I didn't have a trailer wire harness, they were able to install a wire harness on the spot. The install took about an hour, and the installer did a very clean and professional install job in accordance with the installation instructions. No shortcuts were made in the install. I appreciated them getting the light/wire harness installed, so I could safetly do the towing I needed for that day, and any time I needed to tow again in the future. Overall experience was great!

Rating:

4.0

Van pulled amd made strange sounds. Like it was rusted and falling apart. Probably previously slightly wrecked. Gas was expensive. Wad kind of dirty on the outside but that wasnt a big deal.

Rating:

5.0

It was a busy morning so people have remain calm and patient. Don't sweat the little things

Rating:

4.0

When I returned the truck, the system was having issues and it delayed my return process because the apps were telling an absurdly different out mileage than my printed contract (and verified when I first used the truck). The system/software needs improvement.

Rating:

1.0

The cab smelled like cigarettes, there was no one at the front desk to process my order, I waited 15 minutes in an empty store. Then when someone came in, he made it feel like I, as a customer who needed to be checked out and was at the front desk with a big sign that said customer entrance, was inconveniencing him and that I should of went searching for him in a strange parking lot I've never been to.

Rating:

5.0

I recently had an issue with my bank not posting my actual acct. balance , when I returned the truck back to U-Haul , I didn't have the money to fill up the gas. I was charged for the amount of gas that was low , which did not go thru at the time, but was paid the next day. They did not charge me a bounced fee. They have always been good to me , as I rent quite often. This is the first time this has happened , I will always rely on U-Haul , aspecially at this location ( 16515 Lorain ave. Cleveland, Ohio) They are excellent!

Rating:

4.0

Una atención muy buena. Respeto y amabilidad.

Rating:

4.0

Mark Sims, went above and beyond my expectations. And I haven't forgotten about him

Rating:

2.0

Very expensive for a 5x5 unit! I was on the second floor and didn’t like how there was no ramp or elevators. I was surprised it wasn’t heated, made moving during the winter months very unpleasant.

Rating:

3.0

Was not satisfied with paying online then when I got to facility was not able to access storage unit. Inconvenience.

Rating:

5.0

Love that place.

Rating:

1.0

Roaches Had to throw my couch away.Also the reserved parking spots for storage always had trailers parked there Unacceptable never any parking when I had to load/unload.

Rating:

3.0

Cockroaches, understaffed, staff that didn’t seem to care. Took forever to get checked in because they were so understaffed. If this wasn’t a temporary solution, then I would have changed my mind and gone elsewhere.

Rating:

5.0

Me and my family relocated her from Dallas Texas and the staff was Excellent and clean and courtesy yes I will recommend my family to storage with U-Haul storage thanks for everything you guys are awesome

Rating:

5.0

The management does an outstanding job and so does the sales associates .

Rating:

5.0

This employees at this U-haul store have always been helpful at finding solutions to take care of your moving needs. Very convenient hours too

Rating:

5.0

Mark Sims was professional, exceptional, courteous and a great representative of your company.

Rating:

4.0

Was generally happy with our experience. The key code panel on the far door always seemed to be out of order and couldn’t be used reliably

Rating:

3.0

I think my biggest issue with the facility was that the main security door that required a 4 digit pass code to enter, could be pulled open with a moderate tug on the door. Otherwise it met most of our needs, but for that reason alone, I'd likely recommend some where else.

Rating:

4.0

Wanted staff to stay mindful of customers in the store and being aware of what's going on so mishaps such as storage units won't be given away by mistake. Other than that, my family was thankful that something was worked out to help move in process.

Rating:

1.0

When I reserved the unit they said it was on the first floor I'm disabled and when I got there and ready to move in with all my stuff it was on the second floor with 10 steps and no elevator and I'm disabled , when I rented a truck there the manager didn't know how to split payment onto two credit cards, I had to call customer service to have it done. Won't to back there !!

Rating:

5.0

Well maintained, and staff very helpful

Rating:

3.0

I had checkin online but it didn't matter it was not a quick check in.

Rating:

5.0

Everyone was so nice and very helpful! I will definitely use again if the need occurs and have already recommended U-Haul to others!

Rating:

5.0

Staff is very friendly

Rating:

4.0

The storage containment units and surrounding area were not very clean. The staff, however, was exceptional. They were friendly, courteous, professional, and extremely helpful.

Rating:

5.0

NA

Rating:

5.0

I had already known this location was great for truck rentals, and their storage facility did not disappoint. I knew my items were secure and easy to access while I needed use of a Storage unit.

Rating:

5.0

thank you

Rating:

5.0

My experience was favorable.

Rating:

5.0

They treated me excellent

Rating:

5.0

I had my belongings in storage for about 10 months or so, and I never had any issues. Professional, secure, and clean.

Rating:

4.0

Setting this up was easy; except for having to buy "special" lock, there were no surprise fees.

Rating:

5.0

Great

Rating:

4.0

the only thing bad was the fact that I had to buy a lock from Uhaul even though I had my own, I was told we had to use theirs in case they needed cut off...well, all locks can be cut off.

Rating:

3.0

Clerk was helpful, and got my storage locker easy after having the FIRST one I chose did not participate in the FIRST MONTH FREE. Disappointed I then had to BUY a lock, when I already had one.

Rating:

5.0

Employees were professional and knowledgeable. Seemed to understand the moving experience and the stress levels that go with it. Even though my move was not planned and came up suddenly.

Rating:

5.0

Very positive experience. The facility is extremely clean

Rating:

5.0

Very friendly staff and accomable

Rating:

5.0

This was perfect for storing my daughters furnishungs for the summer while she was home from college. Great clean well- lighted facility.