Customer Reviews for U-Haul Moving & Storage of Aurora

2347 reviews

1282 N Lake St   Aurora, IL 60506
(Next to Mercy Hospital)

(630) 859-8780

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm

Services at this Location:

Contact Us

(630) 859-8780

1282 N Lake St
Aurora, IL 60506
(Next to Mercy Hospital)

Services at this Location:

Location Hours

  • 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 pay at pump
  • 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.

Overall Rating:

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Rating:
5.0

Customer did not leave a comment.

Steve A. 
Rating:
5.0

I had a problem with the young man at the front counter, who waited on me, Totally disrespectful. But, David, the manager handled the situation and the issue and was extremely helpful. Also, you need to let your customers know that your employees will be taking a picture of the renters drivers license. In these days of ID Theft, this made me highly uncomfortable to have someone , who, I don't know, with a device that I am not sure is your equipment or his phone take a picture of my license. In these days of hacking, even having my license, which also has my social security number on it, stored on your servers, does not create a feeling of trust nor does it leave your customer feeling safe.

Cathaleen G. 
Rating:
2.0

Had problems with the ball, couldn't pick it up on scheduled day. Could not get anyone to answer the phone to cancel first day, or just move it back a day. No one answers the phone. The call bank sent multiple messages to the location to call… no one did. Returned to pick up equipment the next day and no one could answer the question can we have it an extra day since we paid for a day we did not have it. No one seems to know what they are doing at that location. Will not use them again. We would have actually extended our use for another 5 days. Instead returned it and now are renting a Penske truck for the weekend instead. Way to lose a long standing customer over 30.00 bucks and an inability to answer the phone and find answers to simple questions.

John H. 
Rating:
5.0

Customer did not leave a comment.

Michael H. 
Rating:
5.0

Customer did not leave a comment.

Vicky C. 
Rating:
5.0

Everyone in the Aurora Uhaul was courteous. I received detail instructions how to operate the trailer. I would recommend Lake street Aurora.

VI D. 
Rating:
5.0

Staff was excellent and everyone was extremely friendly

Steven M. 
Rating:
4.0

Professional employees.

John B. 
Rating:
4.0

Customer did not leave a comment.

Lee M. 
Rating:
5.0

NOTHING. THE PERSONAL WORKING THERE ARE TOP NOTCH AND VERY PROFESSIONAL.

tom R. 
Rating:
5.0

Customer did not leave a comment.

PARIS P. 
Rating:
5.0

Customer did not leave a comment.

Manuel A. 
Rating:
5.0

Customer did not leave a comment.

Julio Cesar V. 
Rating:
4.0

Customer did not leave a comment.

TED L. 
Rating:
5.0

Customer did not leave a comment.

sabrina J. 
Rating:
4.0

You do not seem to have any difference in your rental contract (or software at least) for non vehicle rentals. I rented a furniture dolly and the process was excruciating. I understand when a multi thousand dollar piece of equipment is involved but not for small items. I would think you could at least workflow the software with defaults when non vehicles are rented.

John L. 
Rating:
5.0

Customer did not leave a comment.

Noel W. 
Rating:
5.0

Customer did not leave a comment.

Alejandro S. 
Rating:
3.0

Employees need to show up to work! The owner was the only person working and many customers waiting for long periods of time. The owner did an excellent and thorough job, but people will not recognize this when they get impatient and have to wait. Fire dead beats and hire people who want to work!!!

Darlene B. 
Rating:
4.0

Be more specific on where to drop off the keys when returning the vehicle and checking out digitally.

Ivan A. 
Rating:
5.0

Great team

Robert I. 
Rating:
5.0

Bob was an amazing gentleman & made me feel relaxed during the whole process!! Thanks Bob!!!!

JODY C. 
Rating:
3.0

There was a used tissue stuffed in the passenger door, and a black mask on the floor.

Jacqueline D. 
Rating:
3.0

Key box for free hours drop off has to lid so if you drop off the key it is wide open to elements and anyone who would like to help themselves to the truck keys and trucks. Truck I rented had a warning sensor light that was illuminated regarding service to tires. Told to ignore it. Website for after hours drop off states no location allowance via my phone which was incorrect but made it impossible to drop off without incurring an additional $20 service charge. Lots of issues to fix/most of them physical issues at this location. Customer service people at this location seem very helpful etc.

Anne G. 
Rating:
1.0

Horrible service from the whole company no one answers the phone and the pick up location was an hour one way. The location only had one guy working and couldn't help hook up and check truck. Will use penske from now on

TODD M. 
Rating:
5.0

Customer did not leave a comment.

Jay K. 
Rating:
5.0

The guy did a great job including a smile thumbs up

ANDREW H. 
Rating:
5.0

Great service 👍 thank you

OMAR V. 
Rating:
5.0

None at this time. Keep up the good work.

Catherine R. 
Rating:
5.0

Customer did not leave a comment.

JANINE A. 
Rating:
1.0

Slow only one person to help had to drive a hour one way just to pick up the truck and waited forever to get checked out and no one helped me hook up the trailer

TODD M. 
Rating:
5.0

More help in the counter area on real busy days there is only one person working

Ever M. 
Rating:
5.0

Bob Hasty was Great. Good attitude and work ethic. Excellent customer service.

Brian B. 
Rating:
1.0

Only one driver to pick up i was never got a notice , if not for me calling i would not know if or when they would pick up my u box ..

RICKY M. 
Rating:
5.0

Customer did not leave a comment.

David L. 
Rating:
4.0

Have working computers and system

Sonia A. 
Rating:
1.0

When a reservation is made and a guaranteed date of delivery is verbally made. By all means it should be delivered that day. Not 48 before delivery date call to make changes. A lot of arrangements and plane tickets had been made for this move then to be told the pod could not be delivered on the guaranteed date was devastating. No accomadations were offered just no we cannot deliver that day pick these days I'm offering you. Extremely unhappy with my experience. No empathy was shown. Ended up renting a truck from u and unloading my pod to keep things on schedule then was not offered any accommodations or discounts for my inconvenience.

Melissa C. 
Rating:
5.0

Customer did not leave a comment.

Jared R. 
Rating:
5.0

Customer did not leave a comment.

Timothy F. 
Rating:
5.0

Customer did not leave a comment.

KEVIN H. 
Rating:
5.0

Customer did not leave a comment.

Sheila E. 
Rating:
5.0

Thank you

Sergiy P. 
Rating:
4.0

My concerns don't lie with either facility or their respective personnel, but rather with the overall U-Haul experience. I had made a reservation two weeks in advance for a truck at a specific location. I was called 36 hours before my move to tell me that the truck was no longer available. I was forced to drive 55 miles to get this truck. The experience left me wondering why there would ever be a need to plan in advance when obviously both reservations and the customer's time mean nothing to U-Haul corporate. I will use competitors in the future.

MICHAEL L. 
Rating:
1.0

They only had one person working, I was in line for two hours. This was after UHaul let me book a 15 foot truck at a place that doesn't have them, then they made me rebook it at a place farther away from my house. The entire Uhaul experience was a complete disaster. I am dissatisfied.

David M. 
Rating:
5.0

Excellent service

GERMAN V. 
Rating:
4.0

Customer did not leave a comment.

John M. 
Rating:
4.0

Very disappointed in the truck provided, especially for the price. The truck was filthy, had terrible on-center steering and, incredibly for a long distance one way pool truck and unlike my prior U-Haul one way rentals, did not have cruise control. It was almost certainly a local truck pressed into one way service. Shame on me for not noticing at pickup, but it's not like U-Haul was likely to give me another.

Kenneth F. 
Rating:
5.0

Everything was A ok.

Charlyn W. 
Rating:
1.0

This uhaul was a scam with fuel and I will be disputing the charges with my credit card company and your customer service. My uhaul was not at half the fuel gage was incorrect causing me to pay $60 in fuel. When I stopped at the recommended amount the gage still did not read correct. It was not till I decided to stop pumping fuel that it showed full. I attempted to talk to the manager who stated uhaul will not DO ANYTHING for over fueling. This is STEALING at the VARY least I could have been comped another 4 hour rental to make up for the over fuel. I am a Firefighter and considered a front line Hero and I have never ever been treated so rude in my life no would I treat the public like that when I'm working. I will be telling all the surrounding Fire departments NOT TO USE UHAUL I am also going to talk to a lawyer about looking into your gages being a scam. I am greatly disappointed along with there was no one at customer service that provided any help other than being told read your contract. I will tell you I DID READ IT EVEN THOUGH IT WAS NOT EXPLAINED TO ME. THIS IS A FULE GAGE ISSUE NOT A READING ISSUE. HORRIBLE HORRIBLE EXPERIENCE AND CUSTOMER SERVICE TO A FRONT LINE HERO

Robert S. 
Rating:
4.0

Computer issues, but staff was very helpful and I appreciated them getting rained on during the transfer.

Gary B. 
Rating:
5.0

Bob, took good care of me when I rented the transporter and explained to me how everything works. I had a good experience and was treated well. Thank you.

ADRIAN H. 
Rating:
5.0

Customer did not leave a comment.

LUIS C. 
Rating:
3.0

Customer did not leave a comment.

JOSEPH M. 
Rating:
5.0

Customer did not leave a comment.

MIRENTXU B. 
Rating:
5.0

They were knowledgeable and very helpful

David P. 
Rating:
5.0

Customer did not leave a comment.

ROBERT P. 
Rating:
3.0

Customer did not leave a comment.

ALLEN C. 
Rating:
1.0

Filled up the truck and didn't use very much gas and didn't even reimburse me for it. Very unsatisfied and will never use them again

Gail L. 
Rating:
4.0

Customer did not leave a comment.

matthew R.  |  Overall Experience 
Rating:
5.0

The manager (Dave) is very professional. Very smart guy and a pleasure to deal with.

Jeffrey H. 
Rating:
4.0

Customer did not leave a comment.

matthew R.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Arcela A. 
Rating:
4.0

Great service Thank you

Angela C. 
Rating:
5.0

I used the 24 hour drop off option per the apps instructions. However, when I got to the end where you have to upload a picture taken at the location the app would not allow me to select a picture. The button to "select picture" was not populating. I have no special permissions set on my phone so no idea why it would not allow me to select the photo. I tried it twice with no success.

JAMES Y. 
Rating:
4.0

Due to availability my reservation was changed to a 3pm pick up from 10 on the day of. This did not work for us. My husband spent way to long on the phone only to settle on a trailer. When he got to the site there were lots of trucks. They worked to get us in one.

RUSSELL K. 
Rating:
5.0

Customer did not leave a comment.

Michael O.  |  Overall Experience 
Rating:
4.0

The mobile check-in/pick-up feature is a real pain in the butt. Its the most ridiculous process I have ever seen. Why does the system need a mugshot copy of the renter? And the drivers license upload/verification process seems inefficient. If you opt for mobile check-in, the system makes is very hard to pick up the vehicle if you want to do it in-person

Karthik reddy D. 
Rating:
3.0

Customer did not leave a comment.

Peter S. 
Rating:
5.0

Customer did not leave a comment.

WILLIAM H. 
Rating:
5.0

This location is more customer focus as compared to UHaul dealer locations. I have had rented and picked up at dealer location at Downers Grove, illinois. They were not friendly at all and their I equipments are not well maintained. I think the people at the corporate UHaul locations are friendly and helpful. One thing that's is very concerning is your reservation system. I had made this reservation over a month ago and the pick up location was assigned to a dealer location. When I called the day before the reservation, I was told that they don't have a truck for me and they are closed on Saturday. They did not attempt to help me to location a truck which I have reservation. I had to call UHaul toll free number and waited for 30 minutes. Then they located a truck for me to be picked up at Naperville location in 4 hours. Two hours before my pick up time, I went online and checked my reservation. Guess what ? It got changed to a dealer location for the pick up. Then I called that location and they told me they don't have a truck to be picked up in 2 hours. Then I call UHaul back and they searched all locations and found a location 20 miles away from my home. I told them I am going to pick it up NOW. Because I don't want to keep goin through this cycle of not guarantee you a truck when your reservation is confirmed. This needs to be improved.

Edward C. 
Rating:
5.0

Javier was really kind and helpful!!!

Christian J. 
Rating:
5.0

Customer did not leave a comment.

Dan D. 
Rating:
4.0

Customer did not leave a comment.

STEVEN S. 
Rating:
5.0

Customer did not leave a comment.

Rick R. 
Rating:
5.0

Customer did not leave a comment.

Robert C. 
Rating:
5.0

Customer did not leave a comment.

RAFAEL R. 
Rating:
5.0

Nothing to add!

TIMOTHY M. 
Rating:
5.0

Worker needs to get a belt to keep his pants up. They dropped as he handled the trailer, revealing his underwear to me. Not real pleasant.

William L. 
Rating:
5.0

Customer did not leave a comment.

Peter W. 
Rating:
4.0

Customer did not leave a comment.

Keith K. 
Rating:
3.0

Bob is not the most helpful guy! We ran into a problem in our move and we needed the truck for a few extra days and he told us that we couldn't do it, so I was not satisfied with his answer and we ended up calling the uhaul customer service and they were more helpful and we ended up keeping the truck for the days we needed it! Nothing personal Bob! Thanks U-haul!

JOSE R. 
Rating:
5.0

Everything went smoothly from the time I drove in, till I left with my rental.

Donald M. 
Rating:
5.0

Customer did not leave a comment.

Francis L. 
Rating:
4.0

I checked out this van on the app fr the first time. They weren't ready for me. The van was parked in a lane with other vans and they had other vans parked in front and behind it. The keys weren't where the app said they would be either. The gas level was entered wrong on the contract and I went into a chat to correct it. I didn't get a copy of the contract which I assume I should have. When I returned the van, the gas level was still incorrect, so I got charged anyway. Wasted my time in the chat. I used the app to avoid all the extra time in the store and waiting for other customers. You failed that goal miserably.

John G. 
Rating:
5.0

Customer did not leave a comment.

Michael E. 
Rating:
5.0

Thank you! Excellent staff

Thomas R. 
Rating:
4.0

Customer did not leave a comment.

Kenneth V. 
Rating:
5.0

Customer did not leave a comment.

ENRIGUE B. 
Rating:
5.0

A great experience

LUCY G. 
Rating:
2.0

The truck that we rented was given to us with the gas tank on empty, and they did not reimburse us for the gas we put in it. Their customer service was minimal & poor.

Amy H. 
Rating:
5.0

Customer did not leave a comment.

Mario S. 
Rating:
5.0

Thank you for your service. At both locations, the one in Aurora and in Venice, the employees were the best.

Michael E. 
Rating:
5.0

The gentleman that checked me in after I had rented the auto transport was awesome.

Eric J. 
Rating:
5.0

Customer did not leave a comment.

chris D. 
Rating:
5.0

Customer did not leave a comment.

Stephen S. 
Rating:
1.0

Customer did not leave a comment.

Rachel F. 
Rating:
2.0

The check engine light was on the whole time I was driving. I didn't get a discount on it. Would not recommend if they don't provide better customer service for check engine lights prior to the move.

Nicholas P. 
Rating:
5.0

Customer did not leave a comment.

Shawndarren W. 
Rating:
3.0

My only complaint is not with this facility, but with Uhaul's website, and check -in systems. The website is clunky, and is so driven by the marketing department that it's annoying. The at home check in won't work for me over ios, or a variety of pc browsers. It says the format for my zip code is incorrect- really! Then at the store the check- in procedure is really long because se your employees are using a very slow site as well. The phone app they use, wouldn't work in the parking lot, so that's useless. It's time for some IT investment.

Michael M. 
Rating:
1.0

Felt over charged, somehow.

Alfreda K.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Jacob W. 
Rating:
5.0

Customer did not leave a comment.

Edward M. 
Rating:
3.0

Customer did not leave a comment.

Timothy R. 
Rating:
5.0

Customer did not leave a comment.

Jeffrey D. 
Rating:
2.0

Average person would assume that there's some kind of help to get to the second floor with bigger objects with the wording of everything In moving site. Very disappointed

Jason R.  |  Online Move In 
Rating:
4.0

Customer did not leave a comment.

crystal w.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Kenishia R.  |  Overall Experience 
Rating:
5.0

Good service in aurora Mitchell South Dakota was not that great of service what the truck have any questions please give me a call at 630-618-0037

Michael W.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

LQuantis W.  |  Overall Experience 
Rating:
4.0

The only reason I moved away from U-Haul and over to a public storage is because I do not like the short height rooms. Not once, but twice, I nearly knocked myself out of going in and out.

James W.  |  Overall Experience 
Rating:
5.0

Very reliable 👍

Bukola Adenkie A.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Meghann A.  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

Barbara K.  |  First Impressions 
Rating:
4.0

I thought it was great that U-Haul gave us a free month of storage because we rent a trailer with him with her move so it really helped us out. The manager at the facility was very helpful with answering my questions of what I needed to do in the checkout process.

GARRETT S.  |  Overall Experience 
Rating:
5.0

Nice experience

karamat S.  |  Overall Experience 
Rating:
5.0

Great customer service at the location in Aurora IL on lake street.

Nakisha B.  |  First Impressions 
Rating:
3.0

Took too long with there services in people on what they needed done

latasha M.  |  First Impressions 
Rating:
5.0

Very helpful.

amos b.  |  First Impressions 
Rating:
3.0

Needs work to find front desk it was a little sloppy

Jason C.  |  Overall Experience 
Rating:
5.0

Everyone there are GREAT!!!! 10🌟

PAULA F.  |  Reservation 
No reviews have been submitted for this location.

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