Customer Reviews for U-Haul Moving & Storage of Carbondale

Rating:

4.0

Thank you for three years of holding my stuff for me when needed

Rating:

5.0

Super

Rating:

5.0

The guy who was working did a great job. I hope he gets recognized for how hard he was working. There were a steady stream of customers and phone calls and he was not only handling all of that without missing a beat, but looked like he was by himself. He did a fantastic job.

Rating:

5.0

Miranda was very helpful and a pleasure to work with.

Rating:

1.0

I called the day before the truck was due back and asked if I could turn it in at 4pm instead of 11am. I was told that since I called the day before it was due that it would be fine and they would not charge me for an additional day. However after I returned the truck at about 2pm the person that checked the truck in charged me for a full additional day. When I called to ask why and explained that the other person said it would be fine, and that I even had an updated email showing the 4pm return at the original rate, he said he would have to call the manager to reverse the additional charge and he would call me back. He never called and I don’t see a credit…

Rating:

5.0

Left checked me in, explained i would receive notice of check in and receipt. Inspected truck and trailer at turn in.

Rating:

5.0

No personnel, dropped off after hours

Rating:

5.0

Employees were very friendly and helpful. Thank you!

Rating:

1.0

My entire experience from start to finish was poor. I tried making a reservation in my town on the website and it said the website was temporarily unavailable at this time and to try back later. I called my closest u-haul location to my house and was met with an attitude like well lady, I don't know what you expect me to do for you....if the website is down then the website is down. I did not know that if I called you to make a reservation with someone at a u-haul location that they were using the exact website that I was using since I don't work for u-haul. The smart remarks were unnecessary. I was referred to another location down the road who "might have the equipment I am looking for" but was also warned that when the website is down it's typically down for hours and comes back up right before closing time. I called the next location that made me a reservation for what I needed which was the smallest box truck they had. While I was on the phone I had to get off of the phone because someone was calling from an area code north of where I live. I answered the phone and was met with nothing but attitude. She was hateful from the beginning and told me the reservation that was just made isn't valid because they don't have the smaller truck i am requesting available in my area. I asked what location within a certain radius had the equipment I needed and she said it was two towns over from me me and it would be dumb to go there when they could just put me in a large box truck. I said I don't want a large box truck, that is too big. She scoffed at me and had a whatever type attitude. I said how can I guarantee this will for sure be available to me after I make the reservation? What if they sell out? She began talking over me, mouthing me, and talking down to me as if I were incompetent. I told her I felt my questions were relevant and I was sorry if she felt like I was incompetent but the questions were necessary to me. She shouted at me something about in town reservations versus one way reservations and made no sense what so ever. When I asked for clarification she repeated the same thing all over again and then said OKAY then hung up. When we went into the location to get our u-haul, we arrived to find one worker in the building that was speaking to his manager on the phone as well as had a call on hold. He said his name was Ocie. He handed me the key to a vehicle and told me it was outside in the row of vehicles. He did not explain where it was located or how to identify which vehicle we had which led to me randomly opening each vehicle, getting inside, and trying to start them with the key that I had. When I finally figured out how to check the license plate number with my contract in my hand I got In the correct vehicle but then realized I had the wrong key. I went back inside and told him and he gave me the correct key. He explained that there was a link being sent to my phone and to click it to fill out any damages we see. I stood out there in the parking lot for an hour and a half having problems with the picture process because I wanted to thoroughly document what was damaged on the vehicle to prevent me from being charged upon return for damages that I did not do. I eventually noticed that I was wasting my time as it would only let me upload six pictures per section and then it would replace the six I uploaded with six new ones all together as I uploaded them. It was a giant waste of time. I could not click on the pictures to double check what the system had even uploaded at that point and really I wanted to start over knowing I could only upload six photos but there was no way to do that. I moved on to the next section of pictures for the next part of the vehicle and then I got an error message that u-haul was unable to load my photos and to please try again. I tried for what felt like forever before finally saying forget it, I quit. I went down to the bottom of the page and hit submit and then it said my request had timed out and please contact a reservation specialist for assistance. We went inside to speak with the increasingly irritated worker and he told us he was busy and would be outside when he could. We waited for quite a while while he helped other people and when he came outside he said I was making a big deal out of nothing. He told me the things I am worried about they are not worried about and that I needed to just verify the gas level as well as the license plate are correct. He said never in the history of him working for u-haul had he ever seen someone charged for damages. I said I don't feel comfortable leaving in this vehicle until all of the damages are written down correctly and it's documented before I Ieave. He kept mumbling and telling me this is what we have the app for. I kindly explained again that the app is giving me multiple error messages and not working. His response was this is what we have the app for. I told him I would like to point out things that I had noticed to to him and he refused. He walked around and snapped maybe three or four photos and wouldn't give me the time of day when I tried to point out others. I then asked him how I return it and he said I could bring it back whenever that night and put my keys in the orange drop box. He did not tell us where this was located. When we returned later that night to return the u-haul we were disappointed to see a sign by the drop box that stated if we didn't complete the check-in process ourselves on the app that we would be charged a service fee. We downloaded the app for yet another failed u-haul technology experience only to find that when we went to enter our payment information the system would not accept any form of payment. We would click next and it would just flash and do nothing. I opened u-haul chat and waited for a customer service representative to tell me this wasn't something they could handle and to call a phone number and they would help me. I called and got a rep from a call center who then sent me an e-mail to reply to with photos of proof that I had dropped the vehicle off as well as the odometer. I explained my entire experience had not been a good one/that I would be using a different rental service in the future and she said well I am sorry to hear that but at least you have another rental place down the road and I am sure they would be happy to help you! My entire u-haul experience has been terrible and I will not use u-haul again. Our vehicle was also dirty which didn't make matters any better. It had a quarter of a tank of gas in it so before we did anything we had to stop and fill up as well which was rather inconvenient. I live in a techy household that is setup like a smarthouse with security. I use technology everyday all day long. If I had this much trouble I can only imagine how others must feel. What happened to the piece of paper where you mark the damages in five minutes and walk out the door? Never again.

Rating:

5.0

Very professional location

Rating:

3.0

Keep equipment clean. And be sure tires are properly aired up.

Rating:

5.0

Trailer developed a braking issue. This unit was a older model 6' x 12' tow trailer. Alert from my 2025 Ram 1500 tow system would issue a trailer brake system needed service alert. Trailer towed ok but felt like the brakes on trailer was not operating properly. I will continue to use this U Haul business for future rentals.

Rating:

3.0

Personnel I interacted with were polite and informed. Vehicle was fine. The only problem which kept it at Average is the delay in getting my final charge receipt

Rating:

5.0

The best!! 🤩

Rating:

3.0

The location opened a half hour late because the employee slept in. It set our whole day back.

Rating:

4.0

I don't know.

Rating:

2.0

It took me and several other customers over an hour to get my truck, which I already had a reservation for. Miranda is trying and doing a good job, but the entire operation needs an overhaul at this store. It’s under staffed, and under equipped. With it being a college town with a high volume of rentals, I’d think it would be a higher priority location for upgrades.

Rating:

3.0

A trailer that I had reserved at least a couple of weeks in advance was not available the day I needed it. I had to go out of my way to get it, causing a big delay in our trip. It also caused an additional charge for mileage when I turned the truck in that I had rented to haul the auto trailer. Then the place I got the trailer did not secure the car properly and the straps holding the front left wheel came off in less than 50 miles.

Rating:

1.0

What a huge disappointment. I ordered a small unit ground floor due my disability and it was confirmed. I was supposed to receive a dis count due to me using Uhaul for my pods in Louisiana transport from CA AND towing a Uhaul from Baton Rouge. No discount because there weren’t any ground floor small units available. Only a large unit for $114. No discount comes with that unit. The young man was rude and failed to inform my husband and me that it had no lights I’m 72 and was too tired to look elsewhere. The unit had no lights and was filthy by flashlight. It was a total ripoff.

Rating:

5.0

Easy pick up and location, service employee was very helpful.

Rating:

1.0

Dropped off the trailer a day early, nobody was there when I arrived despite it being during open hours. I called and nobody answered. I used the app and drop off feature. Despite this I was charged for extra days despite returning the trailer early.

Rating:

5.0

Polar opposite experience from the uhaul location in Richmond. I have no complaints on this end.

Rating:

2.0

I feel I was cheated out my money I only had the truck for for 1:30 mins I was told I had 2 hours I barley used gas or went 3 miles I didnt get no money back that tells me the works are cheating people out their money

Rating:

1.0

The Manager Is Very Rude. And Not understanding at all. I had to work in the AM. So i tried to call The Uhaul Store in Carbondale IL. They didnt answer i got a customer service rep instead. Who then Extended my Drop off time to 12pm. The Manager still charged me for an extra Day, saying that she is the Manager so no one else can extend the times but her. In which, she never answered the phone that Morning 11/29/2025. I understood the extra miles and gas. But to charge me an extra day when i took the protocol to not be penalized. And she was very rude in her deliverance. I dont recommend this Location. Inhumane.

Rating:

5.0

Very friendly man when I turned the truck in.

Rating:

5.0

Always been helpful in securing reservations for trailers and assisting with setup for hauling.

Rating:

5.0

Employees were very nice and helpful! Especially the GM! Thank you so so much for a great moving experience.

Rating:

5.0

Nothing

Rating:

5.0

wished had something closer to house

Rating:

5.0

Maranda, the proprietor, was wonderful as she had a secondary method to utilize when while there her store internet became inaccessible. Sole criticism the dolly I was issued seemed to pull to the right which I did notice in the establishment. I was reliant on the dolly and it served my purpose well enough to keep it rather than have went without. Thanks a bunch.

Rating:

2.0

We’re a couple in our 70’s. The clerk did not tell us we needed to walk to the middle of the aisle to trip the lights on.out unit was first as you walk in. The employee that took our Uhaul explained it to me after we unloaded and I inquired as to why you have no lights. We unloaded our items in the dark using our phone light. Supposedly I had a free lock because I rented a Uhaul trailer in Baton Rouge. No free lock. I would never recommend this storage facility. You couldn’t tell if it was clean in the dark. I was spoiled by Devon self storage from a poorer state, LA. clean- well lit- secure at all hours- roll up door for easy access. This facility is awful.

Rating:

1.0

Worst place ever. I will never rent a uhaul from this place again. I dropped keys off in drop box and they lost them and blamed me and charged me for it. The uhaul was dirty when I got it. I left it how I found it and they charged me that as well.

Rating:

5.0

This is the most efficient Uhaul business I've ever seen. Things are clearly marked so you know where to go. I wish the parking for customer vehicles was a bit larger though. A car parked behind us, blocking us in.

Rating:

5.0

I handled the U-Haul rental over the phone and someone else picked up the van. The staff members I spoke to were friendly, courteous, and agreeable. I have no complaints and would not hesitate to use this U-Haul location again.

Rating:

5.0

Ocie was the poster boy (man) for customer service. He was the epitome of customer service. While clearly overloaded with customers, he handled the situation with professionalism and a smile.

Rating:

5.0

No hastle, made it easy for me to get the job done

Rating:

5.0

If I need to rent a truck, I would definitely be using this site.

Rating:

5.0

We have used this facility twice for truck rental and once for storage and had a great experience each time. The team is very helpful and the manager is awesome. Would definitely recommend them!!

Rating:

3.0

Facility was hot and there were no dollies to assist with the move. We had stairs to deal with which made the move difficult.

Rating:

5.0

Staff & management were very professional & helpful! I used the truck service 2x & storage unit for a short time. Everything went so smoothly! I highly recommend this company & location for anyone needing to transport or store their things.

Rating:

5.0

We have used them twice and rented a storage unit as well. The staff is very friendly and the manager is excellent to work with! Would definitely recommend!

Rating:

3.0

Not very friendly. Long wait. Whoever called me was super rude

Rating:

5.0

Fast and efficient rental process.

Rating:

5.0

Customer service was top-notch! The employee unhitched my trailer, was quick, and very polite.

Rating:

5.0

Good service

Rating:

3.0

Need better check in times. I was charged for 2 days when I had the truck for a day. Then after I cleared that up, I was charged $15 for 3 gallons of gas when I returned the truck at a half tank of gas. Just need some help over there cause I’m not happy

Rating:

5.0

Miranda is short of amazing! What great customer service and knowledge she puts forth. Excellent!

Rating:

3.0

The line was too long and we didn't get the truck on time.

Rating:

4.0

The young kid at the counter was exceptional. However, supplies within the shop were limited.

Rating:

5.0

The African American gentleman that helped me check in my rental was ABSOLUTELY WONDERFUL and professional at the Carbondale, Illinois U-Haul this evening. I didn’t catch his name..Lieutenant General Bryan Maxwell . USMC..Vice Chairman of Joint Chief Staff …( Retired )…🇺🇸🇺🇸🇺🇸🇺🇸

Rating:

4.0

The workers were helpful, equipment was good. My only complaint is that I originally booked my reservation at a different location, when I arrived at that location and didn't see any trucks I looked on my app to see that the reservation was changed to the 415 N Illinois location and I had no idea.

Rating:

5.0

Service staff went above and beyond to help us. Ocie at the Carbondale, IL facility had several vehicles to take care of ahead of helping me return a trailer after hours. He kindly made time to help me with the process. Knowing full well he had a ton of work to get to and that it had been a long shift. I’m so grateful for the excellent customer service, Thanks Ocie!

Rating:

2.0

Charge the right prices and follow though with your promises. I had the uhaul rental for less than 4 hours and somehow went of 25,000miles. And then was charged over $15,000. Do people use their brains anymore?

Rating:

1.0

I would say that my over all experience with this UHaul at this time literally has to be the WORST experience I have ever had. You guys are a F'ing joke!! going forward i will F'ing buy my own F'ing trailer instead of using your F'ing junk BY FAR THE WORST IF THEIR IS SOMETHING LOWER THAT S... THIS PLACE IS IT! i WILL BE POSTING THIS EXPERIENCE ON FB, YELP, GOOGLE AND EVERY OTHER MEDIA PLATFORM I CAN FIND...F'ING JOKE !

Rating:

5.0

The location itself it awesome. I absolutely love the staff there. However, the U-Haul app has been giving me issues with online check-in. Specifically uploading my driver's license photos.

Rating:

5.0

Very friendly

Rating:

5.0

I was sent to a location 40 minutes from my home when a tow dolly was available less than a mile away.

Rating:

5.0

The driver side tire was low and the inside of the back of the truck needed to be swept out. The service on the site was excellent. I did try to check out with the mobile app. But it wasn't working correctly. Not sure if it was my phone, the app, or the mobile service.

Rating:

5.0

Can't think of anything. Everyone was great.

Rating:

3.0

Not easily accessible due to the stairs.

Rating:

4.0

The only downside to the storage unit I had was the door size to them were small and harder to get bigger furniture in them with the narrow hallways. Other than that the storage facility kept my belongings secure and well kept.

Rating:

1.0

The office was very clean and the gentleman that assisted us in finding a storage unit was amazing. He showed us the different sizes and according to our truck size made a suggestion for the storage unit size. Everything fit like a glove. If I need anything UHaul in the future, I'm definitely coming here!

Rating:

3.0

There were a few roaches in my unit some were dead I do believe. We ended up putting lots of moth balls down so they won’t get in my clothes

Rating:

5.0

We used the facility because my daughter needed a place to store her belongings after her 1st year of law school and close to where she will live next year. They were very friendly and the move in was easy. Would recommend!

Rating:

5.0

best storage ever!!!

Rating:

5.0

My storage was broken into with a hammer and they never fixed it

Rating:

5.0

The lady who helped me was extremely nice and patient. Please make sure she knows she’s appreciated it was on 2/5 a little after 2pm I think.

Rating:

5.0

Great place just had to move out of state.

Rating:

1.0

It's so sad that I had to remove my things from this storage because of so many roaches. Me an my wife had to take everything out of boxes and clean our things then repack them in new boxes. I'm paying storage monthly to gave that many roaches. It just don't seem right. When you walk into the storage facility roaches are crawling everywhere. It really scared my wife in a way you wouldn't beleive. I'm still dealing with that. I feel we deserve something in return for what we had to experience. I will be taking further steps into this matter.

Rating:

4.0

Everything was as it should be thanks for everything

Rating:

4.0

There's a sign for elevator access to the upper level. There's no elevator, though.

Rating:

2.0

It was Ight

Rating:

5.0

Miranda was super helpful and funny

Rating:

5.0

Prices are a little high for fixed income seniors.

Rating:

5.0

None job will done

Rating:

5.0

Great location to the university. Friendly guys. Great pricing. Facility was always clean and felt secured.

Rating:

5.0

Had a great experience! Merry Christmas and a happy new year!☮️❤️

Rating:

5.0

Friendly stuff

Rating:

4.0

great customer service when checking out! and well managed space, i felt safe leaving my things here!

Rating:

5.0

Good clean well kept.

Rating:

3.0

Overall our move-in was fine, however I was told on the phone when I booked our storage unit that it was a first floor, climate controlled unit. I double checked this with the lady on the phone more than once to ensure because we have a couch that we HAVE to have first floor unit access in order to move it in. Our unit ended up being in the second floor and was a heated unit therefore we currently have no where to put our couch. I went to ask if there happened to be another unit available that we could switch to, and the guy didn’t even let me ask the question before telling us that there are no other units available and that our current unit not being what we were told was our problem. He was not the most pleasant person which was really upsetting and frustrating after we had just driven 18 hours to the Carbondale area to store our stuff for our move.

Rating:

5.0

Thanks Uhual of Carbondale IL, You have been a great help.....

Rating:

5.0

I truly appreciate the kind and encouraging words of the Owener AL Jabr!

Rating:

5.0

From an SIU parent perspective, it would be very helpful if the units were accessible until 11 pm at night. That extra hour would be great for those of us traveling and needing additional access for move-in and move-out of dorms/apartments. Otherwise, everything was great. Thank you!

Rating:

4.0

Would love access till 11pm.

Rating:

5.0

You guys were great 👍 I will always give you guys a good reference and if I need a unit again I will be back thank you so much!

Rating:

5.0

This storage unit was an absolute lifesaver when we couldn’t fit everything in one trailer. We were so grateful the online phone operator suggested it! A blessing!

Rating:

5.0

Brad and his team are outstanding, Customer service was excellent like a well oiled machine. A++. ASJ

Rating:

5.0

I completely underestimated the storage space I needed. I came in and acted like I knew what I was doing, but I was just worn out and trying to get it done. The team at the storage facility helped to get me set up with the space I needed, and made it as easy as possible for me to finish my move.

Rating:

4.0

Have not moved in many years and dreaded the process. It was such a relief that things went smoothly and contact with employees was always pleasant. Very professional and helpful.

Rating:

5.0

The staff was great

Rating:

4.0

Clean and friendly, easy to access and responsive when we needed them

Rating:

5.0

Rent storage unit and truck very helpful and friendly

Rating:

5.0

Easy rental and access. Staff very helpful. Units were clean and there were no signs of any rodent or bug issues in or on any of our belongings. I was very pleased with this storage situation and would use again.

Rating:

2.0

When we called for our storage unit we were told that the size we got would fir a three bedroom home. It fit maybe one bedroom worth of items. We had to scatter our belongings between three place to store it. When we asked for a bigger one we were told no bc it was 5:00 and closing.

Rating:

5.0

Excellent move in and move out experience. Very clean and safe.

Rating:

2.0

The check in process in May was frustrating. Several mistakes in the check in.

Rating:

4.0

The people working at the facility were very nice. I had a long wait to check in, but that was due to being understaffed. The actual storage facility is a bit more rough than the purpose-built U-Hail storage facilities I’ve used, but it was sufficient for our needs (storing furniture over the summer for a student).

Rating:

5.0

Staff were VERY helpful and enjoyable to work with.

Rating:

5.0

The staff was very friendly and helpful

Rating:

5.0

Staff is great and very helpful

Rating:

4.0

It was very. EXPENSIVE

Rating:

5.0

Very helpful staff

Rating:

5.0

Great customer service!

Rating:

4.0

Prompt service good customer service

Rating:

4.0

Rashard was very helpful and displayed great customer service cant say the same for his coworker who could not process a rental return.

Rating:

2.0

Too small

Rating:

5.0

Easy online rental. Convenient 30-day free storage at destination. Would consider again when needed.

Rating:

4.0

Staff was very professional and worked with you under extreme circumstances, because of the effective communication I was able to save my storage and special personable items. Carbondale, IL. Thanks!

Rating:

2.0

I was disappointed by the fact that the facility mailed a copy of an invoice to my former spouse, not simply to the address but in their name, allowing them to open the mail legally. Unacceptable!

Rating:

5.0

Great

Rating:

2.0

Manager was rude

Rating:

5.0

Brad was awesome! He took care of me in a professional and timely matter. I would definitely recommend this location.

Rating:

5.0

Brad and Rashaud were exceptional to work with. I highly recommend the Carbondale U-Haul location.

Rating:

3.0

The only thing that I had a problem with was the pricing, and a few of the things that you had to purchase. Other than that I would recommend.

Rating:

3.0

It was super hot in there! Awful moving in and out because of the heat

Rating:

5.0

Great customer service, very helpful staff, clean storage.

Rating:

5.0

The manager was very professional and helpful. I would recommend this place to friends and use it again myself when needed.

Rating:

5.0

The staff and facility were everything I wanted

Rating:

5.0

Great service. Rashad did phenomenal job.

Rating:

5.0

Employee at the counter was very polite and professional at the Carbondale office. The only issues I had was with the 800 number customer service. I would definitely recommend the Carbondale office.