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THOMAS DCustomer Reviews for U-Haul Moving & Storage at Northwest Highway
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.
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COLIN LEven though everything was fine the only problem I had was the truck! It need an alignment really bad and I was scared to drive the truck the entire time. It was making a weird noise when we went down a hill almost as if it was going to stop on us and then it would jerk back into gear. I had to swing the steering wheel left and right the entire time just to stay in a straight line and I was very uncomfortable driving but really needed the truck to move. The service over all in the place was very good and the guy at the front counter helped me out and made sure I had my equipment. Besides the truck being an issue for me everything else was excellent.
Kristen Pgreat
KIMBERLEY ECustomer service was excellent. The.trailer I requested was in good shape with the exception of the right taillight blinker didn’t work. I was on a time schedule so had no time to swap trailers. Overall, great experience.
KENNETH CThere was no windshield wiper fluid to clean the front window which was a hindrance. The check engine light came on 10 minutes before I dropped the car back off. The guy receiving the car said that is normal. 😬😳
Evyn FLack of staff and confusing return
THOMAS ZThe truck was absolutely disgusting and reeked of cigarette smoke. Everything was coated in sticky stuff and remnants of food. On top of that, the tank barely had any gas. I called the front desk and asked what the policy was and she said to fill it up and they would apply the credit for the gas to my final bill so long as I provided the receipt. This was then disputed when I returned the truck and I provided the receipt. The man said what I had been told was incorrect and they wouldn’t be crediting me. I asked “so I just paid for you to have free gas?” and the female employee behind him said “yep” while laughing. This was first and last time using U-Haul.
Levi LI want to thank this location for making such a stressful day more manageable for my wife and me. The customer service exemplified was phenomenal.
Raaquan DClean better the air Take away weed smell
CELESTE MAll was great
ARTURO TI was giving a truck with previous damage, using the link to document trucks condition; after reach my final distention, I find the app didn't record the photo of the damage at pick up point. If not for my daughter taking her own picture (with pick up date and time stamp), I would have been charged for the damage to truck. Also, UHAUL website gave me problems, the wrong dolly was recorded, when I asked to change, the attended didn't change the type of dolly in the system. Causing problems on return end.
Brian BWe talked/worked with several different people at this location and all acted like they didn't want to be working. They were not helpful in guiding us to the next step in the process which kept us unnecessarily waiting at the shop for 1.5 hours when we could have been out of there in 30 minutes. It was not pleasant. It was like they expected us to know how things work at the store instead of walking us through the process.
Paige SGet more competent help in the yard. It took entirely too long for them to find the trailer I rented. Then it took two guys to figure out how to hook it up correctly.
JERRY BThe young lady that helped me was very astute. She represents UHAUL to the upmost. Do not let her go. Give her a raise. The gentleman that helped me hook up the trailer was amazing as well. When I returned the trailer the person that unhook it, was well.. personality need adjustment. Please overall.
GERONIMO RI pulled up to return the truck a day early, and a gentleman took the keys to handle rest. Very quick and simple!
Tiara VEveryone from the owner on down went out of their way to make sure we were well taken care of. Bravo!
MICHAEL SGreat customer service!!! Thank you so much. I will be going to the same exact location always.
LINDA Haside from the homeless walking across the lot and making weird comments the people and equipment were awesome
CHRISTOPHER JGreat customer service
JOHN FTell about all of the charges up front. I wasn't told about rental taxes or environmental fee. Let people know everything that they will be charged.
LOUIS BSales lady was nice, knowledgeable and took my reservation efficiently.
STEVEN Gfolks were very friendly and helpful
RICHARD HI requested two furniture dollies, they didn't have any available. Thats not the problem, they didnt tell me, they said there should be some available infront. I grabbed one and it was for another customer. I had to go pick up one at another location. I'm not sure if they don't have enough employees or there approach has changed. Customers have to get there own trucks, and rental equipment?
CHRISTIAN RYour app stinks. I could not reserve the trailer through the app, it kept locking up on me and it could not find the Harry Hines location. Actually, it never even showed up on the map. From now on, I will just take a chance and go directly to the location and hope they have the equipment I need to rent because going through the app is ridiculously hard and too much trouble. That’s my story and I’m sticking to it. The people at the location are always very nice, George was great and so was James.
JERRY BThe equipment is often older and in need of repair. This truck broke down and it took 2 hours to get someone to come look at it. My female employee was by herself in a truck for 2 hours with no heat or safety.
Tyrone RAbsolutely the worst customer service experience. I asked the representative a question and he just walked off. Refused to answer anything about the drop off procedure. Appeared to be under the influence and easily agitated. Did not feel comfortable at this location.
RYAN LPungent smoke smell inside the van. Couldn’t breath and had to roll down the windows.
RAVIKANT PI arrived at my jobsite with employees ready. Unfortunately, I was not provided the key to the padlock on the rear door. I had to drive back to U-Haul so they could remove the secondary lock. Meanwhile, I’m on the clock with U-Haul, paying for mileage, and my employees are on the clock.,
CHRISTOPHER HVery helpful and professional employees. I will use again.
JACQUELYN TUnder staffed. Waited in line behind 5 people and it took an hour. Unacceptable
David SFast, friendly, staff makes process easy! Thank you
DENNYS GThe storage doors needs to be replaced.
DANNY I | Overall ExperienceThe truck is rented had front end problems.and alot of play in the steering.Which made it very dangerous in Dallas traffic.i was overcharged for my rental
JOHNNY PHave the onsite team explain the new app requirements for taking pictures and responsibilities.
NORMA JPlease have photos of the equipment to approve. This is my second time to request this. Please email me at vgipson@csdframing.com
Victor GProvide condition vehicle.. customer always happy 👍
DINESH GRoss was very helpful and detailed with every step of the process. He was also quick to provide help and answer any questions or concerns I had.
Nivana H | Online Move InI arrived few minutes after my scheduled time. They didn’t have the van I requested, furniture dolly she then said I’ll give you dolly. Well that too they didn’t have. Don’t want to buy one? Then she said inspect the car make sure no damages. I did, I get home and the back is locked on the 10ft. I had to return to get it unlocked and the guy said “she did tell you to inspect it” If I have a reservation for a time, the car should be 100% ready for my arrival. I should’ve been told in advance what was missing so I could cancel the Appointment. The worst experience ever! Truly destroyed my moving day
EFRAIN JThey lady that helped me did everything but her job she was talking a lot to her coworkers while helping me which made me frustrated because you’re at work to do a job not talk. She started to see that I was frustrated, but I was still respectful.
DE'MIA FBad customer service, they added someone else charges on my credit card, till today no refund to my credit card, called 3 or 4 times already, I am going to call my credit card company to dispute the charges
NADEEM IThe last 2 times we have rented a van no photos of were available to approve. The vans are so tightly parked it's almost impossible to take a good photo. Plus, it adds an extra 5-10 minutes to upload the photos. Please have photos of rental vehicles available. Victor Gipson CSD Sports
Victor GGracias very good service
FERNANDO PGeorge was very helpful and knowledgeable. Everything went good and easy. I told him that the one off of camp wisdom was the worst experience i have ever had.
ISIS GThe reservation and pick up experience was great. The after hours drop off and self check in experience was a huge pain. If there is a way to make that much easier I will change my total experience to five stars.
JERRY BBeware! Manager is rude and lacks customer service. Charged me a cleaning fee out of spite when truck was clean. all due to me asking him if he could help me with truck return because I parked it in the wrong location in store parking lot and was unable to move it myself due to safety issues because of high traffic in the area. Do not recommend this location at all!
LEONARDO UWorst place ever rented from Never again
ALEXANDER SGuy at the front desk was rude for no reason at all. Then he lets me walk out without letting me know there wasn’t already a dolly in the truck after i paid For one. I’m find grabbing it i just Didn’t know, telling me would’ve been helpful and saved me from sssuming, the truck was packed in with others and i could Get into it to check. Once I’m in the lot it’s busy so i can Just hop out, my bad too but it’s this guys job to tell me.
STEVEN MThe entire team was helpful in managing our storage and UBOX moves. Always kind and worked with us to find a convenient solution.
Tara B | Overall ExperienceThe lady working was new and not knowledgeable. It took a LONG time. I think I was there 45 minutes.
STEVEN K | First ImpressionsRoss was very helpful
Elton W | Overall ExperienceWill never use or recomend ever again poor attitudes outragiouse priceing truck was dirty and was the roughest ride ever
BRIGIDO M | Overall ExperienceVery bad management, no security at all, open to homeless people breaking into peoples storages
RICK N | Overall ExperienceI was given a 3 locked and and unavailable storages. This mix up cost me an hour of wasted time that I couldn't afford.
Stephanie A | First Impressionsgreat storage … thanks!!!
michael d | Overall ExperienceFor me , the staff stood out. They were always polite and helpful and often prepared to go an extra mile just to help a customer. I ask many questions but always got answered when I asked. Thank you and keep up the good work and positive attitude.
Joyce K | Overall Experiencestaff was very helpful theu the process
michael d | First Impressionssecond floor access is a very long steep ramp, in TX 100 degrees, not the best set up.
James H | Online Move InExcellent service
Wendy J | Online Move InNever kept up my unit got broken into
Lloyd C | Overall ExperienceWe ended up canceling our storage unit as we weren't able to gain access nor would the representative still at the location assist us because the office was closed and he wanted to leave. His attitude left a lot to be desired, i don't know if rolling ones eyes when a customer is asking for help was customer service. We ended up going with a different storage facility that could be bothered to make sure we had access to store our items
HEATHER R | Overall ExperienceI would give it 5 stars but there is a pest issue with the storages . When I took my stuff out there were rat poop droppings all over my stuff. As well as bed bugs. Other than that I definitely love the staff , they are always so friendly and helpful. I always go to the same U-Haul location anytime I have a moving need.
Melina E | Overall ExperienceOur lock was cut off the unit and replaced with a cylinder lock that we had no clue about and neither did the staff. The staff was able to drill it off an whoever replaced the lack with the cylinder lock left the trash inside our storage room. Would not recommend due to someone opening our storage unit an no one could tell who did it or how the new lock got on it.
Letrelle W | Overall ExperienceI was returning a truck rental along with putting a few things in storage on 6/2/24. I arrived before close and there was also another young gentleman who was waiting outside. I saw the manager trying to hide in the back of the store with the lights off. I proceeded to knock on the door and eventually the manager came to the door. he started speaking to us through the glass of the front of the store, and we could not hear him clearly. Not only that, it was raining torrentially outside, and we were soaking wet. He never opened the door. He told me to use the app to return the truck and drop the keys in the drop box. Keep in mind I have no idea how to access the storage facility, nor do I know how to find my particular storage. This was the most unsettling customer service experience I have ever had.
Christine E | Online Move InNot great! I reserved a climate controlled unit months ago and when I arrived - was told there were no climate controlled units. They offered me a non-climate controlled unit and charged me more for it. Plus the unit smelled terrible and was not clean.
THOMAS C | First ImpressionsThey red tag my unit before I was in default
Aunda B | Overall ExperienceEverything was fine.
DONALD B | Overall ExperienceNo one wanted to help me at all. Everyone seemed to have a chip on their shoulder as if customers were bothering them. It seemed as if the staff were trying to find reasons to not help. One staff member even took a five minute personal phone call in the middle of assisting me. I had to ask around to several staff members to find out where to drop my rental off at. Will never rent again.
Kevin B | First ImpressionsThank You for everything
Angela L | Overall ExperienceRate increases are ridiculous. Too high for the size of space.
danny n | Overall ExperienceI Love The Customer Service And Advice I Received From The Team.
Jermaine B | Overall ExperienceIt was difficult locating the unit and when I did it was up two flights of stairs. We were not able to move in. I have closed the account and move out has been initiated.
Tonisha T | Online Move InPoor customer service from the front desk lady. Actually cancelled my reservation with you do to it. Prefer to spend a little more an another facility then to rent to a rude facility.
Angelique C | Online Move InPoor customer service especially from the front desk lady. It seems that everyone and everything was bothering her and went out of her way to be rude and flippant.
Angelique C | Overall ExperienceGreat experience over all. Store was kind enough to answer all my questions.
MIGUEL N | Overall Experienceit the unit it had not enough light.
Beverly M | Overall ExperienceStaff was extremely friendly and helpful
Chris P | Overall ExperienceNone
Vertrain A | First ImpressionsI always rent with this storage facility. From storage to moving trucks/uhauls, I have never had any issues with them and they always make the process so easy to just rent and go! So I always come here for all my moving needs.
Melina E | First ImpressionsThis was a well run operation. Professional and kind staff. Organized and clean. Moving is stressful….. Ross Rippy and his team at UHaul helped us deal with it. Thank you.
RUSSELL P | Overall ExperienceI think that the representative was efficient, friendly, and knowledgeable. The man really knew his stuff when reserving my 10” van. I did not like the accessibility of the storage units because the non-climate controlled units did not have a ramp like the climate controlled ones. So hetting stuff in and out was to walk up and down stairs. Next time I get a storage unit I will look for one outside and on ground level at a cheaper price. But I did like the convenience of having my storage close by my apt. and being able to rent a u-haul and buy moving supplies.
jennifer c | Overall ExperienceThe unit looks awful. No light and a ceiling that looks like it will degrade and destroy my items.
JACOB M | Online Move InThe worst uhaul company I ever had to use. I’ll never go through uhaul again Dallas Harry Hines locations will for ever get 0 stars. And you’ll be hearing from my lawyer
PORSCHA T | Overall ExperienceSome of my furniture had mold,
erma t | Overall ExperienceStaff was rude and indifferent. I was made to wait almost 30min even though there ware three people working and I was only customer at the time. Once they ware done with their pow-wow and I told them what I needed lady that was helping me proceed to argue with me and insult my intelligence. Definitely would not recommend this facility to anyone. Just go elsewhere for your storage needs.
josip M | Overall ExperienceRacist and very very bad service
saul f | Overall ExperienceBecause I rented the storage facility site unseen I was unaware there was no AC nor was there any type of ventilation. When I arrived it was 106° outside and what felt like 200° inside and no elevator or lift system to go to the second floor. Because I did everything online I called the storage facility prior to arriving to confirm everything. I was told by the rep that I needed a card to access the gate which turned out not to be true, I only needed an access code which I was not given online. Because I would arrive after closing hours I had to have a family member go to the facility before it closed to get this card I needed to access the gate and it was then I realized a card was not needed. It appears all the reps working that site was not on the same sheet of music. I eventually got everything moved from the trailer into the storage room but if given the opportunity to do it again I’ll make sure there is some type of ventilation even if there is no AC and get a storage unit on the ground. Although the reps were not on the same sheet of music I did find them to be professional. I don’t blame my not so great experience on Uhaul, it’s purely my responsibility to know where I’m going and what to expect before arriving with proper planning.
Joseph R | Online Move InFantastic! Thank you!
Angela L | First ImpressionsExcellent on all fronts! Would definitely return if the need arises again.
James M | Overall ExperienceMaybe it was mentioned somewhere, but I did not see that this 2-story facility does not have any elevators. So if you're moving furniture up to a 2nd floor unit, it's on you, and the stairs are not the easiest to navigate. That was something that should be much more prominently mentioned as a warning to pending new customers. We made it work, but certainly would have been nice to know and prepare for prior to arriving. Parking and navigating with anything larger than a 10-15' U-Haul is also very difficult as the lanes between the storage buildings are narrow and there is only one way in and out of the facility - which was nicely blocked 1/2 way by a unit owner's pickup truck who left it there for most of the day, blocking the exit side of the lane leading in and out.
Daniel G | First ImpressionsI had a reservation and when I arrived the gentleman told me my unit was not available. So I had to “manually get put into the system”. I was paying movers by the hour that day and had to wait in your building for over 30 minutes while your employee searched through his computer trying to find me a unit. I also didn’t like that 2 other individuals who came after me was serviced before me and while I was being serviced. None of it made sense. If I wasn’t paying movers by the hour who were already there with me I absolutely would have chose to store my belongings at different location. The staff was nice but it seemed like they were short handed. I hope this review helps improve the customers experience in the future.
DERIK S | First Impressions