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.
The associate was rude, lazy, and not helpful at all. He should not work there. And I was over charged that I am disputing on my credit card.
Make sure everything clean
Good customer service
Uhal desk worker wasn't wearing mask appropriately over his nose but other than that, experience was easy and the customer basically does everything themselves which is efficient.
Clean
I booked a truck online and it still took nearly 30 minutes to get everything completed in store. Although I checked the exterior of the truck and submitted pictures where things looked different, when I got to my home and opened the back door, the inside was soaking wet and I had no choice but to use it as I had paid for movers . When they were done loading the car, the door would not close and I had to wait nearly 2 plus hours to get roadside assistance as I couldn't drive away to my bed home since the back door was open. I ended up having to cancel the movers waiting for me at home and was out of $200 as a result of renting a truck that likely should have been better inspected to ensure that the pulls were on the track —something that a customer would likely not be able to catch. Overall my move had unnecessary stress and loss of money, plus having to move furniture on a bad back myself due to a faulty truck and so I would not use U-Haul again ever .
Service was very efficient and person that rang me up was fast and friendly . Very happy with service. Super easy and will highly recommend
I was double billed and the location hasn't responded to my complaint.
Terrible customer service. I did an electronic check out and declined additional coverage. The coverage was added at the local branch when I picked up. I was not informed. I called 3 times to complain. The first time I was told to call back. The second time I sat on hold for 20 minutes and hung up. The third time I was put on hold for 10 minutes. Some one picked up the phone, took some information, and then put me on hold again. After 10 minutes, another person picked up and told me that the original person had to 'run out'. The new person said he couldn't help me and that they would 'call me'. Take a guess...do you think anyone called?
only thing I didn't like, the car had a strong cigarette smell
Pay attention to the return times. I was charged for a 2 day rental when I only had it for a day. However, after I went back, Andrew corrected the error and everything is good now.
This is my 3rd or 4th time using U-haul and the first time was the ONLY time the 24/7 Ride Share actually worked and the keys were in the truck. What's the point of this service if it never works. I always have to go in and pick up the keys. Normally I don't mind but I requested this option this time because I was leaving early before U-Haul opened. I was then forced to wait until 9 when they opened to go in and pick up my key. Other than that everything else runs smoothly, except the U-Haul app. But this survey isn't long enough for that complaint. Just wish the services offered actually worked for the convenience.
The equipment was clean. But it stopped working and needed a jump...or curbside assistance. We got the jump but it was an inconvenience. Also I know we are in a Pandemic and businesses are closing. People find themselves in the position of having to move. But I noticed your prices have risen. There is no longer a window for mileage. Smh.
It could have been more signs to show when my unit was. And more push karts to help me load my stuff.
The staff at the site on 20th street are incredibly rude and incompetent. Two staff members, Erun and David Y. refused to assist me in setting up the two dolly for my car. Both men cited they "didn't know and it wasn't their job". David said I would have to stay at the site and wait for an afternoon attendant to come and left to "get to his second job". I waited at the site from 11a- 4:30p. WITHOUT help. Erun the counter guy was apathetic and dismissive of the fact no one had been trained or knew how to hook a car to a car tow dolly, yet worked at U-HAUL! This was one of the worst experiences of my life, i was supposed to move that day but because of delays with uhaul I was cost additional money, time, and stress on the 1st day of the year. I have depended on Uhaul for EVERY move, and this move across the country was supposed to be a fresh start. Instead I found staff that basically wanted to sit at the desk, and not deal with customer needs or supporting clients in receiving the proper equipment. I had to take my car to a MECHANIC SHOP to have it properly set up. I am so disappointed, and frustrated by my experience I think David and Erun need immediate dismissal. There is no way you can work at a moving and storage place and force customers to load their own cars. I ended up crying on site from the stress, I have never towed a car and I needed to get from Philadelphia to Ohio and then Pittsburgh while employees watched me youtube and self teach the load the tow dolly. I cannot express enough how HORRIBLE this location is, their staff, and this experience. I would never recommend this site, or uhaul again. It's 2021, there are definitely other moving companies.
Why is there even a person behind the counter if I have to do all the work to check in and check out? You guys should PAY me to do the check in/out process. Totally absurd.
Very friendly staff, really clean and secure storage. Set up is perfect. The challenge and reason for my rating is that the elevator never worked, three visits at least, even when putting my code in. So I would retrieve our belongings by the stair well which wasn’t idea.
The experience overall was very good however I did not like how they were not accommodating to my personal preference to the specific van I wanted. They insisted on renting out based on “rotation†rather then the van I asked for that was sitting on the lot.
Our rental was reserved in advance for 10:30am, but when we arrived to get it we were told that it would not be available until 12pm due to the only person at the location who was able to process the rentals having left to unload a truck. Worse, I felt incredibly belittled by the employee left up front, who initially said to come by at 11:15, then extended it to 12pm while I was still talking to him, and brushed me off when I was confused and annoyed by why on earth the one person who can't do anything at the register would be left up front, rather than maybe have him unload the truck- or maybe unload the truck when you don't have reservations waiting? I was an hour and a half late on an appointment that only took a half an hour to complete before I was returning the truck to the site. This was entirely too expensive a rental for such a short trip and for the horrible service I recieved there, and I don't plan on renting with you again.
I was greeted by a very rude employee. You couldnt understand him and he got frustrated at me cause I was using credit not my pin & transaction kept cancelling. His tone was like he had no time because he was too busy on his phone. Rented equipment left counter brought out my items dropped them on ground, He mumbled truck had less than half tank of gas bring it back w/same, miles out. His demeanor was disrespectful to customer.
I had a pretty good experience with you 15' moving truck. I was disappointed in the fact that the truck had almost no gas in it as you can see in the photo I took before leaving you business. And not real happy with the 8 he truck use it should be at least a 12hr window. The 8hrs makes it very stressful getting moved and returning the truck in that short time. Please rethink the amount of time so people can enjoy their move without being stressed over truck return. Thank you Anthony
This is the only location i will never go to ever again. My friends and family will all be told to stay away from here. I was disrespected over and over again. And so was my father who went to speak on my behalf. They made me pay for my 1st month of storage. After they lied to me and said that that location doesn't do that. Then i looked up at the wall that had a huge sign that said . 1st month free with truck rental. Which i had. So am i happy with your customers service . not at all.
Had no problems and staff was always professional and helpful. This site was very secured
Your representatives have poor customer services. When we got to this location and tried explain our concerns, issues and conversation we had with the representatives he asked us to stand to the side and call the manager we had spoke to over the phone over the cost of the rental. He was rude and dealt with people as if he was a robot with no emotions.
This was a horrible experience overall. The associates were completely unprofessional. I was charged twice for the same rental. When I brought this to their attention they said I was wrong. Neither of the associates practiced social distancing or wore masks while they were helping customers.
Give ash some more help
David was very nice and helpful.
You can improve for the next customers faster service.
Staff at location were very helpful. Overall, very unsatisfied with U-Haul's procedures and policies overall. Costs were not clear and comprehensive throughout the process, and if I had been aware of all the additional charges and headache I would have encountered by choosing U-Box, I would have went with Pods or another reputable moving company.
The two associates working at the store yesterday could not have been more unprofessional. The three associates did not wear masks while they were inside or outside of the facility. They did not make even a minimal attempt to practice social distancing with customers. The three associated used excessive profanity while in the building directly in front of customers. They also screwed up my reservation two times costing me an hour of moving time. I will never use this facility again.
Nothing. The service was done with professional efficiency.
There was some type of coating on the outer windshield making id difficult to see through. 2. During the return of the vehicle customer service was very unprofessional. There was an issue between the two front desk employees. I was treated as if I caused a work overload between the two of them. I strongly suggest that your surveillance be reviewed from the time My daughter and I walked in.
Gave me a truck almost at E Charged me for fuel after I refilled it to where I got it overall terrible experience terrible customer service should be ashamed
The customer service at 2990 s 20th St was not good at all. Wait for a long time and the representative was inefficient!
See above
Truck return app is convenient... but a hassle when you're in a hurry...
Thank You
Very very very expensive, I took the van from Oregon Ave to Front and Girard round trip the total millage was 22 miles , why I was charged 39 miles? What a scam called environmental fee $2, wawww, another rental fee $2 , and a rental fee $19.95 . Uhaul is a good scammer.
I was charged double the amount of what I saw in the web site. I was charged $1.89 and the web site stated $0.99 per mile.
Keep ash there he is very professional and handle the customers with kindness and curiosity sign mr.harris
Uhaul rep was not wearing a mask. Customer service needs improvement.
Back customer service poor communication AMD misleading information
Bad and slow customer service
I was given the worst uhaul truck ever. It was making all kinds of noises and the brakes were squeaking
At this particular uhaul site the workers are slow and rude...
My Ubox got lost for a day which wouldn't typically be a big deal but I had movers come help me the day of and waited around all day with nothing to do, I called uhaul offices and was ping-ponged back and forth between representatives for about five hours all telling me something different. Two said my box was in route and to be patient and the other three representatives said that my box had been lost. It was massively stressful and by the end of the day I sent the movers home and couldn't manage to get any for the next day so I had to unload myself which was very difficult because I had a lot of heavy furniture. Other than that fiasco I will say that the man that came and delivered my ubox was very kind and did an amazing job parking that thing on the incredibly narrow street that I live on. That being said I doubt i'll ever use this option again.
Faster service
Customer service needs a lot of work
We were switched from the woodland location to this one the day prior. Upon arrival we asked if we could be downsized to a 10' truck even though online said there were none available. Aaron was very helpful and was able to provide the smaller vehicle.
My experience was awful. Everyone at this location should be fired.
I requested a pickup 10 minutes from my house. Night before was contacted and redirected to another location 1hour and 20 minutes from my home. When I was 20 minutes from the new pickup location I was called telling me that I could pick it up at noon. At 12:15pm I called uhaul and was told that the trailer had not been returned. I was then told that I had to drive another hour plus to Philadelphia to pick up the trailer. Staff was nice but I was extremely upset and disappointed by my whole uhaul experience.
Great overall service
Great service, very helpful
Everything worked out great! My only complaint was upon the return. My truck was due back at 5:30pm. I had it back by 4:45. But, at 5:45 I got a phone call saying the truck wasn't returned and I ended up in a panic. I told the person on the phone that truck was there and after about 5 minutes they came back on the phone and just said - ok we got it - and conversation ended abruptly.
It is not a friendly place for Latinos. the staff who touched me charged my account using my bank details without authorization.
The Front desk staff named Aaron can have a better attitude. If youre going to work in customer service theres a certain customer service attitude, display of company values and demeanor is expected.
I have rented from this location several times. But on this day both employees were cold, evasive, and clearly having a terrible day. And the van was filthy in the back. It obviously had not been cleaned anywhere. During a global pandemic, this is highly alarming.
Aaron was very thorough. He made sure the trailer was hitched properly and safely.
Everything went fine good guys working there
customer service improvement! There were many people on line waiting and only one person at the counter. there were other employees just hanging out in the employee office at 9:30am while i waited for 30 minutes to just pick up my.vehicle... then when i returned they said i can just return car through my phone but i never received the text prompt... overall a frustrating experience.
Great ðŸ‘
The guy I came in contact with when returning the U-haul truck was really rude. He told me to go into my text that yall sent me and leave the keys. In the mist of me trying to tell him that i didn't receive anything about returning the vehicle he started texting on his phone and began getting smart. After about 10 minutes of me standing there i asked him is he printing out my paper he responded No I'm not helping you. He was very disrespectful! I usually would go to 12thand Washington Ave but since it was a little closer I decided to go to this one. That was a big mistake. I will never go back there again!!! I will put his pic and this company on my social media so no one won't go there either!
The vehicle given to me had a rear door ajar malfunction. It was fine during the day, but at night the van interior light would not turn off. I could not keep the truck overnight or I would risk the battery dying. Please fix that truck. The associates were cordial and helpful. It was just the van.
Ensure that truck has no damages (interior and exterior)
The staff person at this location who handled my rental was unnecessarily obnoxious and egotistical. To be clear I have complete and absolute respect for retail transaction workers. There is never an excuse to be rude. He was argumentative, his ego is too involved in his job and needs to be right about everything. Even while I was on the phone discussing the strangeness of my experience with a third party, he was interjecting, commenting and quasi threatening to not complete the rental. I have been to multiple haul locations and rented. This location requires the renter to provide a second verification phone number of someone to call who must answer the phone. The policy is completely stupid because its not used in other locations and this is why you leave a credit card. My phone was also damaged a few days before the rental, there is a software error that requires replacement and the phone does not connect to lactation services. fir that reason I could not complete the online return. The Uhaul employee asked me to give him my phone so he could check, a completely ridiculous request even if we were not in a contagious pandemic. Basically the service here really sucks, the entire experience from was aggravating. It takes a lot to piss me off. Your employees at this location are egotistical clowns who need to take their jobs more seriously than their egos.
The customer service rep guy was very nice,got me in and out.
This location is very close to my house (I walked to pick up the truck). All the equipment was clean but I ordered the wrong vehicle first had to bring it back and exchange it for a larger vehicle (my fault). All of the associates were nice but The wait to get the second truck was ridiculous. One customer just wanted to buy a retail item and pay cash. The wait for that alone was long because no one had a drawer in to give him change three hours after the store had opened. I'm still unclear if they were able to transfer my order to the new truck or if I had to close out one and order another. I'm still not 100% sure what I've been charged in the end. I have the dollar amount but just not sure what's included in the dollar amount charged to my card. The first van was fine but the truck was in rough shape in the cab. The sun visor was broken on the driver side and can make it difficult to see, the glass on the dashboard was cracked and broken in some places, the knob used on the crank to roll down the window also would not stay attached. Mechanically, the truck worked fine, the issues were with some inconveniences while driving and the overall wait time to get the truck. Associates were nice about bringing it back. The app wouldn't recognize my location so I couldn't complete the self-check in. Someone was still there (after closing time) and he took the keys to do the check in the next morning
Frond desk staff not professional
Some instructions for the contact less Check-in and Check- out would be appreciated.
Train the workers in how to present their customers with respect.
The staff were always excellent and professional. Had easy access to the storage unit. However, it was also easy access for rodents and many of our things had mice droppings on them. That issue would really make me consider using a storage unit again.
The service didn't meet my expectations.
When I got in the truck there was a bolt on the front seat as well as a receipt on the floor which makes me question if it was ever sanitized. The questions and all the work I had do for keeping safe is also very time consuming. I also originally booked my truck for 8:00am - 8:00pm and was told the afternoon before that I needed to return it at 3:00pm after I had received a confirmation a week before for 8-8.
I ordered my van to be picked up after closing g hours, not sure why I couldn't get my van however I was very fortunate that Andrew( I believe that was his name) was there to get me my van! What a great employee you have! We need more people like him in our world!!!!
n/a
So, my experience was not great. No one likes to be on hold for an hour just to either be hung up on, ignored or be told that once again that you contacted the wrong location. On top of all if this there is a lack of communication between the various service departments and adherence to customer needs. Last, but not least, I was initially very upset at the suggested resolve for my boxes not being moved to the correct location. I don't think that I will be inclined to use this service again.
Staff was knowledgeable, engaged and prepared.
You people have turned the rental process into a convoluted nightmare.
Janjay Jackson was extremely nice and helpful. There were two other employees that were incredibly helpful as well. I am going through a rough situation right now- I was evicted from my apartment during this pandemic which caused a great deal of anxiety but when I left the storage unit I felt relieved and accommodated! They all were great!
This place was very clean and secure. The staff went above and beyond to make sure my needs were met. They also went above and beyond to accommodate me. I would highly suggest this place for your storage needs. Professional, caring, clean, and very safe facility.
Really had an excellent experience. Had twin boys and outgrew my house, and having storage at uhaul made it tolerable until we moved into a larger home. Was well worth the money...
Staff on check out were very professional, efficient and helpful. Staff at check in were sullen, disinterested in my experience and insisted that I purchase a U-Haul lock. When vacating the unit I noticed non U-Haul locks in use. Very much in keeping with the regrettable check-in experience.
Super convenient location accessible to all proximate interstate thru ways. The staff there is very knowledgeable and generous in their assistance.
Pricing is a bit too high.. There was difficulty understanding the office team and manager.
M
My experience was disappointing
They moved my stuff from outdoor storage to indoor without me knowing they stole two Big boxes full of brand new baby clothing and adult shoes almost $1500 worth of merchandise never uhaul again
Very clean building nice staff my rental truck was a lil messed up
Customer service rep was extremely helpful, knowledgeable and professional. Great job!
I rented storage they said they only had one left and it has A huge column in it which is taking up space that I can be using and I am paying the same much for one without a column...
waiting time is alway too long in Uhaul
I have nothing to say is it was great and excellent and everyone was nice and done with a smile
Thank You
Horrible
Things went Awesome, Great customer service thanks
This was the first time I rented a storage unit and I will be back if I need one again. Easy experience.
I was told That i consented to automatic payments but i never did. When asked for proof of this i couldn’t be provided with any. Horrible service and I’ll never use their services again
thank you
Your staff was very friendly
Always long wait times when needing staff assistance and very limited customer service
I didn’t have any issues. I received notifications of any changes. No issues with the representatives.
Process was quick and simple.
Check procedures and options need to to be explained better.
Would not show me where it was
It was a disater the mileage was rigged,the workers had attitude,kept giving me the wrong storage with no lock,jus poor customer servive
Fast & Convenient to make a reservation online. Price w/limited access time to belongings much higher than competitors. Exceptional staffe (A++++ Annette & Andrew, and Ash)
good
David, has always given excellent service
Great place and great service
Thank u for your services
Everyone there were do great and very knowledgeable. Glad I choose what, location.If I ever need another storage place ;it would be there .
clean, nicely maintained. handy keypad access and ability to drive in and unload. one quibble: u-haul needs to tell customers making a reservation that a particular u-haul lock is mandatory.
The only issue — and it happened more than once — was inability to successfully use the card key. Always had to go to the office for help getting into the building.
payments using automated system did not get applied to my account. I received notification after checking out and closing my account that I was passed due. Staff never closed my account.
It was very easy for me to select storage unit Your clerks did a good job assisting me thanks
The checkout experience was horrible. I will not use U-Haul again. When I stated my displeasure with the checkout experience, the manager wanted to make excuses.
Procedures not explained to us, and we were locked out of our unit for 24 hours as a result; the door to our unit was broken (wouldn't stay open) and never fixed; and customer service usually poor.
Change ur move out policy
