Had a negative experience with the self-service/24-7 rental. Person working outside wouldn't even listen to the issue, just said that I had to wait until 7am.Ended up calling help line. Lockbox wouldn't unlock, took a while for help CSR to find codes, which I had to try multiple codes until finding the right one. Once open, no keys. Went into store and got keys immediately from person that wouldn't help at 5 minutes until 7am. Neither person inside even acknowledged me by responding to my good morning. The person handing me the keys did not look at me or ask any question, he just handed me the keys. The person at computer did not look up. I told them goodbye, and still no response. The help CSR stayed on the line with me and documented all of this. I commented, "Clearly I am not here and they can't see or hear me." The CSR stayed with me until I got into the truck and left. I thanked her, she apologized for the experience. The shift manager of the store called me a short bit later. Her question was 'do you have the truck?' i said 'yes' Then she said great and was ready to hang up. I told her to wait a minute and reiterated the issues I had. She apologized and asked what she could do to improve the experience. Really, in my opinion, nothing. Anyway, I told her I didn't want anything. We ended our conversation and I started to hang up, but I heard her still talking. I listened for about 10 minutes before I hung. I heard her talking nastily at the person that wouldn't listen or talk to me. The two of them yelled back and forth. I heard her make fun of me like I really didn't have a problem. I heard her seemingly on the phone talking with, I believe, someone at corporate on another line, making fun of me again and saying something about not offering me $50 to satisfy me. I got tired of listening and I assumed she would continue rambling on about me. I hung up then called her store and talked to her again. I told her I listened to everything she was saying, she did not seem to believe me, so I started quoting a number of things she said. She seemed shocked, but not embarrassed or apologetic. I told her that now I wanted the $50. She said okay, but I have not received it. She raised her voice several times with me and said that I had a self-check in that was not available until 7am. My confirmation reads 24/7, even though my reservation was for 7am, and the instructions for self-service through the instruction link stated that I should begin the check-in 10 minutes before reservation time. She said many things that were not true to the experience, regarding times and rental, etc. I got tired of talking to her and ended the call. I told her that next time she is going to "bitch" about a customer to make sure she hangs up the phone. This time she did in fact hang up. I called back to help line and talked with a CSR to document this conversation and some of what I heard when she thought the phone was hung up. I told the CSR I didn't want any action taken at that point and that I just wanted it documented. I own a small business about a quarter mile from this location. I've rented from them 22 times since moving to this location in September 2019. I have had multiple unpleasant experiences here, mostly with staff acting as though us customers are a nuisance, rather than people who need to rent their equipment and ultimately pay their wages and business profit. If I did any of these things I doubt I would have a business.Chester R.
Customer Reviews for U-Haul Moving & Storage at Mayfield Rd
Cleveland Heights, OH 44118
(Btwn Lee & Taylor)
Services at this Location:
- Mon-Thur: 7 am - 7 pm
- Fri: 7 am - 8 pm
- Sat: 7 am - 7 pm
- Sun: 9 am - 5 pm
- Free towing inspection
- Propane exchange
- 24 hour customer return
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.
Customer did not leave a comment.Martha M.
Customer did not leave a comment.Hadley H.
Customer did not leave a comment.Timothy K.
Customer did not leave a comment.JOSEPH W.
Customer did not leave a comment.Marc E.
Customer did not leave a comment.james E.
Customer did not leave a comment.MORGAN H.
Check in was a disaster. First person we dealt with tried to charge us 79.99 base on a 19.99 rental, and seemed exasperated at the entire situation. The 2nd person was very helpful. Then returning the vehicle, the person said maybe 3 words and looked like he'd rather be anywhere than his job. Overall, a terrible experience. It seemed as though there was no management whatsoever.ALESSANDRO F.
The location did extremely well in processing my order. I was very disappointed in the equipment due to the dimensions you gave versus what you can actually fit in the unit. I ordered a 6â€˜ x 12â€˜ utility trailer dual axle wheels with the pulldown drive up ramp. Obviously, it's for putting vehicles in the back. I drove all the way to Pennsylvania to pick up a Kabota RTV gator and when I got there realized although the inside was 6 feet the doorway to go into the trailer was only 57 inches. Due to the fact the Kabota was 60 inches, it would not fit inside the trailer opening. The fact you have a ramp and advertise it as a vehicle trailer and that it's 6 feet inside Is very misleading! You cannot get a 6 foot wide vehicle in, only a vehicle 57 inches wide. I wasted 4 1/2 hours of my day thinking I could use the trailer but brought it back completely unused. Very disappointingROBERT T.
No trucks were there so had to drive a different truckJAMES H.
Customer did not leave a comment.MARTA B.
Customer did not leave a comment.Terrell B.
Customer did not leave a comment.Fernando F.
Smooth as silk. Had trouble with the phone app so was fortunate and determined to get it back before close which i didGREGORY T.
Please walk outside and inspect the vehicle with me. A small crack on the windshield was not documented in the prior customer's on-line check-in process.Benjamin K.
The staff at this location was incredibly helpful. Special recognition is deserved for my hitch specialist, Jason, who was able to make room in a full schedule for me. The staff took extra time on the phone with me to work with my compressed schedule and made it so I could preserve some important family heirlooms by moving them to a safe location.ROBERT C.
Customer did not leave a comment.WARREN J.
Customer did not leave a comment.JANET W.
Customer did not leave a comment.JACQUELINE V.
I Love the young lady at the front desk. She was very helpful and informative about what I should do.SHAWANNA C.
Customer did not leave a comment.Szymon K.
Customer did not leave a comment.CHRISTOPHER M.
Customer did not leave a comment.Lamont B.
The guy checking me in seem very annoyed, he had another car in front of him that he was cleaning. He basically took the keys from me and told me to go on my way. I got a call two days later from that U-Haul location saying that my truck is never been dropped off. When I told the woman that not only did I drop it off before time on Monday but I also made a video she decided to lion for the key. Within two seconds she found the key and told me that it was checked in but for some reason the paperwork wasn't correct, as if it were my fault. Her employee rushed me out of that place. This overall experience made a 20yr uhaul customer decide to try someone new for my move later next monthMATTHEW J.
Tried to call during my rental and phone says your wait Is over 20 minutes. I tried several times and same recording. I even called 5 minutes before closing. Who is that busy taking phone calls all day?JAMES B.
Great service. The UHaul rep had me back my vehicle up, and he took care of the rest. Quick, friendly service.Mark B.
Customer did not leave a comment.JESSICA P.
The location was great but the Uhaul experience was terrible! Usually I don't have an issue with Uhaul but it was a horrible experience with the after hours truck renting. None of the keys were available and the truck I was assigned had no gas in it. So yea never doing this again.Ciera M.
I have not rented a uHaul in almost two years. I recieves both a text and an email regarding a rental in Cleveland. I hope whoever usedy ID returns your stuff or You have been robbed.DEMETRIUS D.
This place is the titsHenry B.
Friendly helpful staff. Equipment was in good working order. Explained details of rental thoroughly. Would rent from this location again!Amy B.
Customer did not leave a comment.HADLEY H.
Customer did not leave a comment.MAURICE W.
Customer did not leave a comment.larry R.
Customer did not leave a comment.Emily D.
Everyone was very kind and helpful.DORA V.
Customer did not leave a comment.Jamil E.
Trunk wasn't ready, I set up online pickup to avoid delays and the trunk wasn't ready when I arrived and had to wait on staff to get ready. Also I paid for moving blankets and none were providedERIN N.
Customer did not leave a comment.WARREN J.
Customer did not leave a comment.Corrine N.
Need more people working on weekendsRosa S.
Customer did not leave a comment.BEVERLY B.
Customer did not leave a comment.BRENT C.
Customer did not leave a comment.Horia A.
Customer did not leave a comment.Yifu H.
Nice big location, well located. Rep who checked us in was not horribly accommodating, but overall good check inLOUIS M.
Although there was a UHaul location only 1 mile from my destination, I was told I had to drop off the truck at a location that was 17 miles away or potentially face penalties. I was on hold for a half hour with UHaul to try to change the location but no-one ever picked up. While drop off went smoothly at the further location, the experience was frustrating.Helga B.
Great customer serviceRAYNAH J.
Pickup went pretty quickly considering I forgot to do the online check-in.Aaron W.
Customer did not leave a comment.JEFFREY A.
Customer did not leave a comment.david C.
All went well. I had a blow out on my transport trailer on a very densely populated part of Interstate 40. Although it took a little over 3 hours to get to me, Roadside assistance was in constant contact ensuring me that help was on the way. Great customer service.NATHANIEL H.
Customer did not leave a comment.Oteshia H.
Customer did not leave a comment.Ray C.
Customer did not leave a comment.Raymond H.
Customer did not leave a comment.Matthew W.
Customer did not leave a comment.Abbas A.
Customer did not leave a comment.James W.
Why do I have this email? I did not use a U-Haul recently. Please explain the error.tommy F.
Customer did not leave a comment.Judy S.
Customer did not leave a comment.Joseph B.
Where is my recipe ,???WILSON L.
Customer did not leave a comment.JUSTIN A.
Customer did not leave a comment.Michelle J.
The late turn in App had a glitch, it would not let me upload the odometer and fuel nor van pics.ROBERT I.
Clean the seats their was cat hair on them making it not comfortable to ride innancy T.
Great staff help. Personable, funny and accommodating.MICHAEL S.
Customer did not leave a comment.Ryan E.
Great ServiceGary L.
Explain how truck share works. I returned the truck lock the truck up in left went to the app and it told me To take a picture about odometer in the field gauge The inside of the cap in the back of a truck. I wish the Attendant had told me that. When I checked out What to do when I had returned it. Because I lost out on $20 For not checking the Truck IN right.Eric B.
Customer did not leave a comment.Adriana C.
Customer did not leave a comment.DAVID J.
We waited a little while for an associate to assist us.NICOLE D.
Great customer service and communication to let me know that I needed to switch vehicles before I came in due to an unforeseen problem.Sintayehu F.
My only complaint/recommendation would be to make sure the renter trucks have gas. The one I was given only had 11-miles worth of gas.Danny H.
Customer did not leave a comment.MARCIA H.
Staff was very friendly and professional.Ronald G.
Customer did not leave a comment.jashae M.
Very easy to reserve, pick up, and return. I used online to check availability but placed my reservation by phone, and both went well.John S.
Customer did not leave a comment.LARA P.
Customer did not leave a comment.Martine W.
Customer did not leave a comment.Willenna B. | First Impressions
Customer did not leave a comment.Richard M.
Service your trucks so that people aren't stuck driving around paranoid as to whether or not they're going to break down during their move because the check engine light's on. Provide a discount, or at least a credit towards a future rental, for the inconvenience when a customer is put in this position.jason M.
I didnt get the right size truck so we had to make 2 tripTammie b. | First Impressions
Rented the same truck with a flat tire twice. They never addressed it, said â€œthey're all like thatâ€. Gave me the van at 3/4 and said to bring it back at 3/4, I brought it back over 3/4 and was still charged a gas fee. Van had snow all in the cargo area and food in the cab, definitely was not gone through. Customer service had an attitude of being extremely put out by performing their most basic job functions.Marco N.
Everyone was very friendly and helpfulJennifer L. | First Impressions
Customer did not leave a comment.TENIECE S.
Customer did not leave a comment.Diemitra E.
The late hours were helpful after a long day and checkout took less than five minutes. Great customer service!BRIAN H.
Customer did not leave a comment.John E.
Excellent customer service Thank You!olgaden S.
Customer did not leave a comment.CHRISTOPHER P.
When we picked up the truck things were fine till they said we had to go all the way across town to pick up tow dolly that's when everything went down hill so we were very dissatisfied with the need to do that three our whole trip out of wackWylena E.
Customer did not leave a comment.Barbara S.
Customer did not leave a comment.TAJA H.
I attempted to return my reserve truck with the self checkout/return per the link that was sent to me via email. The link wasn't working, therefore it cost me $20. I was unable to wait till the facility opened, and couldn't call prior to the finalization of my reservation. It shouldn't be recommended to utilize this feature if it doesn't work.Tammie C.
Customer did not leave a comment.Thmorrow B.
Customer did not leave a comment.CAROL P.
Customer did not leave a comment.Ameera A.
Customer did not leave a comment.Sydney I.
Customer did not leave a comment.Carla T.
Workers was not clear on how to properly check into unit. Also, I feel as though they one of the workers at the location (nahrie or jahrie) did not take her job serious. She was extremely rude and unprofessional. I asked her to change my access code and she told me they couldn’t do it in store and that I had to call customer service but I told her customer service said that’s something that had to do in store. After I told her that she still insisted I call customer service and kept stating they can’t change it in store. I called customer service again and they told her the same thing. Then all of sudden she changed it in store when she seen I was actually on the phone with customer service. I was there for a extra hour for this inconvenience.Leondra B. | Online Move In
Only that the staff, including Re’ne, went out their way to accommodate our needs. We appreciate your kindness and professionalism. samuel shareefSAMUEL S. | First Impressions
The personnel were always very courteous, respectful and friendly.charylie r. | Overall Experience
I was not knowledgable about the sizes of the unit so the unit I was assigned was to small. I shared what I had so the could recommend a size. I needed to exchange the unit which was on the second floor. I wasn't informed of the facility set prior to purchase or else I would have went else where. The larger unit was on the other side of the facility. We had unloaded the truck and turned it in and it was raining. I ended up having to pack y car with what I could and throw the rest away. The gentleman told me to close the door because it was closing time and we would not have any access. I said the young lady at the counter said I could. He went to verify and said you only can stay until 10p after which the alarm would sound and the police would arrive. I was frustrated and disappointed to say the least after driving 1025 miles to Cleveland. This was the location the Uhual company in Florida recommended. It should be said prior to purchase what the storage space set up is. Everyone is not familiar. I have never had to do this before. The rates at this location are almost double those in other areas. I was very upset and I am looking for other options to be out of ther before next month.Kawanda W. | First Impressions
Customer did not leave a comment.Johnetta C. | Overall Experience
Customer did not leave a comment.varaz s. | Overall Experience
Customer did not leave a comment.Timothy C. | First Impressions
Customer did not leave a comment.John S. | First Impressions
Everyone there is great and very helpful.amy a. | First Impressions
The staff at this location was above average at customer service. As long as I am in Cleveland this is the only truck rental and storage facility that I will use.donna t. | Overall Experience
Good peoplePADMORE A. | Overall Experience
Demetri and the 2 sisters that run the reservation desk were extremely helpful, kind and informed. They were a pleasure to work with for the last 19 months. The moving crew was also professional.Ann K. | Overall Experience
Lakisha was friendly and helpfulRobin W. | Overall Experience
Every aspect of storage and moving went well. It was our first time using UBoxes and if we move again, we'll likely use the same method. Very convenient!thomas w. | Overall Experience
Grest customer service!Adriana C. | First Impressions
The prices are good & storage untits as wellKhaijah A. | First Impressions
For many years as a contractor , I utilized UHaul services! Now retired I find the service in my home town (Cleveland Heights & Parma) to be on point in all aspects of my needs ! Kudos to Parma & CH !Anthony A. | First Impressions
U Haul met all my movin needs... I like the. 7 days a week availability of truck. And storage rooms. And first month free really helped me a lot. I hadn't expected to use storage...but I had to. ThnxMary S. | Overall Experience
Everyone I dealt with was excellent. Very helpful and caring staff. Well done!!!Edward L. | Reservation
Everyone was courteous and excellent.David R. | Overall Experience
Keesha and her coworker were amazing, friendly and prompt. My overall experience with UHAUL and having a UBOX delivered across country was positive.Ronald E. | Overall Experience
The staff at this facility was outstanding. Very helpful. Lindsay FlorenceLinsay F. | Overall Experience
There are mouse feices on my stored stuff......Yinan C. | Overall Experience
The facility did not have lighting in the units, and there was a whole in the wall. The facility appears to have rodents because there were mouse traps in the building.LAKESHA G. | Overall Experience
My whole experience with this storage facility was a disaster. The staff was rude and you can clearly tell management does not hold employees accountable. Would not recommend.MEGANNE E. | Overall Experience
busy location, took a while to wait for the service man to drive my truck out; but overall good expereinceYun L. | Overall Experience
Good experienceCEDRIC B. | Overall Experience
Additional Services at this Location
We have the largest selection of new trucks!
Our cargo and utility trailers start at $14.95!
We have the most coverage in North America!
We ship across town or accross the world!
We sell hundreds of products to make moving easier!
U-Haul is North America's #1 hitch installer!