Customer Reviews for U-Haul Moving & Storage of Crystal Lake

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.

Testimonials from recent customers of U-Haul Moving & Storage of Crystal Lake

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gerald p. on

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William V. on

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Jim B. on

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When I set up my reservation on the 800 number the rep helping me quoted a cheaper gas price per mile but when I got my bill it was higher. So when you call the 800 number you might want to record your conversation for your customer service!

Susan J. on

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Kerry I. on

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KEVIN J. on

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I spent 3 hours in parking lot to get checked out after talking to 8 different people. Nobody know their ass from a hole in the ground except Jasmine from Arizona. they need to learn the new system!!! The guy in Crystal lake location was to put 2 dollies and 12 pads in truck. Some how the dumbass forgot even after I said please don't forget the dollies. I needed them that night for a job I was doing. You can imagine how disappointed I was when I opened the door. I have used U Haul many times over the years and never been as disappointed and frustrated as this time. Kevin 630-917-4740

bob g. on

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Have the promised truck available and when your manager tells a customer that they will get a $50 credit because the truck they reserved wasn't available and they had to take a much smaller truck than they needed actually give the customer the credit. I WILL NEVER USE U-HAUL AGAIN your customer service is truly the worst.

LESTER W T. on

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Chuck F. on

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Mike's Automotive Service Wonder Lake Ill 60097 Great People Fast Service Very Honest Thanks You Mike !!!

Shaun T. on

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Don S. on

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Robert V. on

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Equipment was very dusty/dirty inside. Needed to be swept prior to loading our goods. Trailer made slight 'clapping' noise upon departure from this location. I thought it was likely due to the trailer sitting in the lot for a while. Upon departure from our home and onto the highways, this noise increased as was very audible within the cabin of our vehicle. Called Roadside Assistance (not a good experience) who arranged for an overnight fix (a good experience) to the trailer. It turns out that the leaf spring on the drivers' side of the trailer was broken and the remaining springs were slapping against the broken spring. THIS should have been communicated by the previous renter, or detected by the location. With the broken spring, it was a safety risk. With the need for an in-rental repair, our moving plans were at risk. In the end, the Roadside repair was successful and we were on our way as planned. Rob

Donna R. on

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Everything was great

Lloyd W. on

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Robert B. on

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Michael O. on

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My truck was brand new, only 14 miles on it. Great place and helpful people. Quick and easy.

Warren C. on

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Thomas F. on

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All the guys were great, very helpful, and courteous, an excellent experience!!!

Richard G. on

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Very helpful staff, was able to rent a unit for 13.66 a month with their insurance. Only needed it for 2 months and when I cleaned out my unit the staff was very appreciative that it was clean.

Rick J. on

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James Z. on

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Lou L. on

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Gavin M. on

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Ronald E. on

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FREDRICK M. on

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Brittany G. on

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Adrian K. on

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Nothing, everything went smoothly.

robert l. on

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I even donated my empty boxes.

Kerri S. on

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Valeria B. on

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The gentlemen working were very helpful and polite.

Pamela W. on

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Dominic V C. on

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These Guys are Excellent.

Joe B. on

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BILL W. on

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very organized; there was a long line when we arrived to pick up our cargo van, but extra help came and when it was our turn everything went smoothly and professionally.

Joe S. on

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Ryan W. on

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I was charged twice for my trailer since I had to unhook it myself during business hours while your employee's never even acknowledged me. And since they didn't bother to check it in till the next day they are charging me again. I would like someone from corporate to call me asap since all I got was some smart ass on the phone at the crystal lake location . And I want an immediate refund for the additional charges. Ryan w 8477913459

Andy M. on

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John S. on

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Susan J. on

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Sandra R. on

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joe h. on

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KEVIN H. on

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Great service, friendly staff and clean equipment. CL UHAUL is a fantastic location.

Russ R. on

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Efficient, friendly, honest

Richard D. on

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Did a great job. Helped with the electrical hook up

Judith H. on

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Very happy with the convenience

Jennifarre U. on

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Everyone working there was upbeat, friendly and efficient! Great experience.

Curt S. on

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Cindy S. on

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Nothing. All was great!!! Thank you

James L. on

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Gary s. on

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Great vehicle, great service

matt w. on

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When I went to drop off the truck, now granted, I was 15 mins after closing time, but I could clearly see 3 guys inside and they saw me. I needed to talk with someone about some damage that had happened inside the truck to our furniture. But they all 3 saw me and laughed and turned away and ignored me. It was very poor customer service in my opinion.

Richard W. on

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Julie T. on

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Mike G. on

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Nick was great to work with. Truck was clean and ready to go!

justin s. on

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The guys I interacted with were great.

Kurt K. on

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Roxanne F. on

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I couldn’t fill out the online return because I couldn’t connect to WiFi. After a lot of frustration I finally took a picture of the key at 9:50 and deposited the key.

Ben N. on

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The people and service are excellent and when we had an issue they were happy to help. However, the wiring on the trailer that I rented was a disaster. stripped wires caused shorts that blew fuses. I brought the trailer back and part of the wiring harness on the left side was repaired. Worked well until the right side shorted out and I did the temporary repair on my own. The repairs required 3 fuses. and a few feet of electrical tape. The trailer itself was otherwise clean and did its job.

KEVIN D. on

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Ira P. on

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Ronald C. on

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24/7 Ride Share pickup went flawless this time! Very satisfied with this order.

Richard V. on

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Kyle W. on

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Your customer service 1-800 number is below average. I spent over an hour on the phone, was passed to about 4 different representatives and they still couldnt figure out what was wrong with my reservation that they were telling me i had. In the end, you guys identified that you mispelled my name even though i spelled out it for you! Get it together, i will go into store location next time so i know things will be taken care of correctly.

Julie S. on

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They were very fast and polite. I wanted to get the hitch installed before the weekend and although this one isn’t near my house, it was nice and easy on the to find a location in the website that could install it for me when I needed it.

jonathan s. on

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ROSS P. on

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Waited for return. Had to go inside to get someone to check in the trailer. I sat over 10 minutes waiting.

Ryanh C. on

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Renee C. on

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Nothing. I had a great experience. Very helpful.

matt s. on

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Fantastic service. No issues at all.

Mark J. on

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Nothing was found, great location and friendly staff. Always will recommend to everyone. Great cooperation. Thank you !

Ronald C. on

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Improve your 24/7 ride share program is really flawed I had a 6am reservation that I could not pick up with the app. The great people at this location were in early and able to get me into a truck before 7am. I wouldnt trust your 24/7 ride share program again.

Kevin S. on

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David k. on

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The staff is courteous, professional and friendly

Tom C. on

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Ron S. on

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Kristine B. on

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The men working the counter both at pickup and drop off were so incredibly nice. As a previous customer service manager I was so impressed!

Melissa B. on

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JOSE D. on

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Great customer service. Clean and secured storage space.

TIM K. on

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Austin at the Crystal Lake branch on Hwy 14 wad professional and explained the services their branch offers thoroughly.

Robert S. on

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Best U-Haul or any rental location I have ever used. Great staff, very efficient well trained with knowledge of the computer equipment used by U-Haul.

JOSE D. on

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Great customer service. Convenient location and clean.

christina g. on

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Great customer service. Very quick and friendly. Truck was clean and ran well. Will definitely use them for all my moving needs.

Daniel S. on

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Karla S. on

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Bonaldi K. on

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Additional charges without my knowledge: Rent 1 day, charged for 2 days including double charge on insurance. I refilled the gas the same level as I picked up but charged for gas.

Judith F. on

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very problematic checking in and out online using my phone. AND when I was in-house inserting my debit card I was kicked out. We had to process again. Definitely need to upgrade or fix your systems. Quite frankly, all the time I spent dealing with trying to upload photos onto your website of damage on the van and was unable to, I preferred to old way with paper and pen. Not good service. Also, van was dirty and had scratches all over the inside and the back bumper that I had to photograph. Couldn't upload them onto your site. Tried doing that without success and then checking out after hours was also not allowing me to! Big pain! I wasted 25 minutes trying. Whatever happened to quick and easy checkin and out?? Not here.

Ronald C. on

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David T. on

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Changed my reservation multiple times and they were very understanding.

jaydeep p. on

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April p. on

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Ryan I. on

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Lower rates for 1 way rental

Valerie T. on

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I've been to this location 3 times in 2 weeks and everytime, the staff is super helpful and friendly. So convenient too!

chris h. on

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If you try to call good luck if they answer or not 9 out of ten times it goes to automation and spend over a 30 min waiting to get to talk to someone. When o dropped off my trailer after hours my verification code didn’t work tried multiple times and requested an new code multiple time with no luck, then they charged me for the extra day and needed to call to get it taken off the bill but then again wasted 30 min calling multiple times before someone picked up.

DON S. on

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Ramon G. on

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Christopher H. on

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The 5x8 trailer was excellent. I drove it over 2000 miles and through the Rockies, and it performed perfectly!!! Great value/Good pricing

MARIE G. on

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Like the staff. Easy to work with.

MARIE G. on

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wes w. on

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Location is convenient and super clean and organized. I’ll be back!!

Rob D. on

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vern w. on

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Best Uhaul experience.

richard k. on

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JIM C. on

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It was better than I thought it would be.

Larry B. on

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Wendy J. on

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Check out was expeditiously, however, I was not advised of an overhour's drop off surcharge. When I called to notify the store, the manager Paul credited me the surcharge and gave me a $50 gift certificate. I'm very happy about the resolution, but would appreciate a call back because I've been unable to print the certificate. Every time I called the local number, I was on hold for over 10 minutes. Please call me 815-543-9026 or 815-395-1064 (work)

liza s. on

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Superior customer service.

Nancy P. on

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Everything went great. Thank you for excellent customer service.

Caitlin T. on

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Shawn K. on

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Sandra W. on

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Our Young Sales Person was excellant!

Steven P. on

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Check for shorts in trailer electrical system

Michael B. on

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Joseph S. on

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I think the vehicle should have an automatic headlight feature. I did not know my headlights were not turned on.

Mary S. on

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JAIME O. on

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Juan P. on

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The staff at this location is amazing. I rent several times throughout the year and this location never fails to impress me. They are courteous helpful and take care of me quickly. Thanks U-Haul

Lonny M. on

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I was not explained to aspects of my contract and it caused me alot more money than I had expected. The gentleman that checked in my truck was rude and acted like I was bothering him. Will NOT use Uhaul again.

isidora h. on

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Jack M. on

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Coleman G. on

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BRENDA D. on

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Jason O. on

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Jim S. on

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Randy S. on

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My enclosed trailer leaked badly. Everything inside got wet.

stuart g. on

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Will is awesome, keep up the great work!!

Larry F. on

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Keep these surveys short. Kudos to U-Haul for that.

Timothy D. on

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Matthew E. on

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Service was excellent.

ROBERT N. on

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Adrian W. on

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Nathan M. on

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No improvements needed, everything was good!

tran william h. on

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Charles M. on

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Excellent service. Kinda of odd I need to enter damage check in my phone at pickup, but not a problem.

Christopher C. on

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Dominic V C. on

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Great Location and Service.

Lauren P. on

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I just wish I could access until 9pm

David M. on

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Not a thing... It was perfect

DON P. on

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What a good team. Thanks

erica r. on

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PAm d. on

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Susan M. on

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Everyone was very helpful and courteous.

Arturo L. on

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Valerie T. on

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Shaun K. on

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This was my first time renting from U-Haul and the experience completely exceeded my expectations from start to finish.

richard k. on

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Friendly staff !!! Good experience !!!

susan D. on

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Austin was very knowledgeable and helpful, both over the phone and in person.

George s. on

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No problems, smooth and seemless

NICOLE D. on

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My only complaint is that the trucks should be full of gas so you can return full. Mine was given a little over 3/4 and was told to bring it back with the same amount (9.8 gallons) I did 10 gallons & it filled up costing me extra money for the gas. Keep it simple, you get it full & bring it back full.

keith h. on

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not a thing, everybody was great.

Ben B. on

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charles b. on

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Joelle H. on

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Your customer service was amazing! We rented a dolly for 4 days to tow a car but had to return it the following day because we made a mistake on our end. Our car that we wanted to tow was actually not able to be towed. We returned the dolly the next day and U-Haul refunded 100% of our fees! Amazing!

Bill P. on

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Friendly and helpful on a busy Saturday Morning.

Jason G. on

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Steve C. on

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Deby S. on

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For the samsung phone I was missing the option to estimate miles and something else I cant remember but in the iPhone it was there. I had to call to make reservations which is what I was trying to avoid.

betty h. on

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Courteous, efficient, honest employees. Where do you find such Dedicated people? O

JAY P. on

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Everything was fine

George M. on

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Kara N. on

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Dan K. on

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merry s. on

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We were to pick up the truck at 8:00 am through the 24/7 program. App did not give me a code to get key. We had to wait an extra hour when store opened when we had people waiting to help move! Frustrating. No one through the 800 number could help us!

MARK B. on

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Very courteous and professional

Constance s. on

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Personnel was very friendly & helpful. We were in and out quickly and well informed. One of the most pleasant businesses I have worked with in a long while. Keep up the great work!

Nicole H. on

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Thomas B. on

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brad s. on

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Kimberly S. on

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Everything and everyone was so easy. Made a stressful move actually kinda fun!

JAY P. on

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Make sure the people you are training are trained. They let me leave without running lights which I didn't know until night time.

Joshua D. on

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JAMES T. on

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David k. on

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Robert F. on

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richard n. on

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heather s. on

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Staff Was very friendly- Quick pickup and drop off

Charles S. on

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Great Guys

DOUG H. on

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Cassandra K. on

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ANITA C. on

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Wayne W. on

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Everything went smoothly

Sandra N. on

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Great customer service

John H. on

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Steven F. on

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My experience was exceptional! Walked in without a reservation to rent a van, didn't have to wait in line and the van was available as soon as I checked out! Keep up the excellent work.

Timothy O. on

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Max K. on

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John T. on

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JEFFREY G. on

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Make mobile app easier to use took 15+ minutes to get truck from dealer with the mobile app.

BILL S. on

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Its been two days and still no credit on my bill. You put the damage waiver on my charge account and I never signed up for it. I called three times on Saturday afternoon and was told to call back on Sunday cause the computer are down. I am on hold now for 15 mins and still waiting.I still on hold.

Deborah S. on

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mike f. on

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Let customers know that if they do not take the optional insurance that they will receive a text message within 30 minutes that the trailer has to be examined and any damage documented. I was not told this and when I noticed the text message hours later, it was too late to document anything. Fortunately there were only minor dents and dings and apparently you already knew of those. Other than that, it was a great rental experience.

Robert F. on

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ANITA C. on

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Loved the quick service and suggestions! Thanks.

Christina S. on

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ISABEL T. on

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They went above and beyond in helping me. Thank you very very much.

Richard G. on

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Slow moving, unmotivated and scruffy looking staff. Checking out takes way too long. I gave up checking myself in, just unhooked my own trailer and left it. Literally only use this place because I need a trailer, and they are the only local place that has one.

Stacy C. on

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PAM D. on

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mark h. on

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David W. on

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Staff very good, quick and courteous.

Sarah E. on

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Bill S. on

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This is not related to the location but rather the Uhaul App. The App didn't allow me to return the vehicle after hours as indicated. Fortunately there were two employees who were still at the location to verify the return.

STEPHANIE L. on

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I’ve appreciated that the storage was inside & climate controlled. I didn’t have any issues in the time I used their facility.

John P. on

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Doug H. on

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The online app did not work. Had to go into location to get vehicle. Staff was very good to work with.

Patrick M. on

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betty h. on

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Chris, the traveling manager, and Will and Austin were all wonderful. They changed a lock and made my move-in very comfortable.

Bill G. on

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paul h. on

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chris g. on

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Kim M. on

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Quick and easy!

Angela W. on

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Sydney B. on

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leah n. on

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Nothing. It's already great!

Heather D. on

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Great experience

Heather D. on

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Extremely flawless care. Personable service. Helped to keep cost down

Patrick M. on

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nicole p. on

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Nice staff, quick in and out

PAM D. on

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Provide trucks with a full tank of gas.

AARON Q. on

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Customer orientated employees and a good experience overall.

LISA G. on

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LISA G. on

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Virginia H. on

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I could not be more pleased with the service I received. Each of the staff was friendly and professional. They were patient and took the time to help take care of what we needed. V. Hardy

Heather D. on

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Excellent, knowledgeable, and friendly service

Joseph G. on

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PAM D. on

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Ted F. on

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Cynthia B. on

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Let customer know during booking, which trucks are not allowed to be returned somewhere else.

Ross C. on

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Staff was very friendly and thorough with inspecting the vehicle at time of pickup. Great all around experience

Brian M. on

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Stored our stuff for about 5 months. Everything was great.

Ian P. on

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shauna g. on

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Donald E. on

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One set of lights on the trailer were not working when I came to pick up the trailer, but they repaired them and we were good to go.

Chris F. on

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Friendly and fast

Edmondo T. on

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truck has RIGHT AT 1/4 tank of gas. Location said there was a charge for returning a truck with 1/4 tank of gas or less. Fill the darn thing up prior to renting! Inconsistent policy with reality

MARIE G. on

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Very friendly customer service. I think the guy I worked with was named Alex (?). Younger/tall guy. Very nice and easy to work with. Good vehicle availability. Thanks so much.

Jeffery J. on

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The gentlemen that assisted me yesterday were very helpful, polite and professional.

Robert B. on

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Denise V. on

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Paul was wonderful!

John L. on

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Lawrence M. on

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Michael Y. on

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Thanks

Jeff D. on

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Everything went smoothly. The employees were friendly & helpful. Would recommend!

Benjamin M. on

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Satisfied.

Natalie Z. on

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I cannot recommend this facility enough! The staff was extremely accommodating and professional. They signed for tons of packages for me and perfectly organized them into the 10x10 unit. So grateful!

Jeffrey H. on

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Excellent facility with a very helpful staff

Martin C. on

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Thank you!

MICHAEL R. on

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great place and people

Carol M. on

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Staff went the extra mile to be helpful. Even outside of normal operating hours. Alleviated a lot of stress inherent in moving

Glenn S. on

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xxxxxxx

Jimmy T. on

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Excellent service!!

michael e. on

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I was and have been a customer for around 8 years having a storage unite or renting trucks. Always clean and in good condition. Your staff was very nice and took there time to explain every option

Julyn P. on

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I booked a climate control 10 x 10 unit for 10/27 I was told that there wasn’t any they would give me 2 5x5 units. Really?!! You will give me less not upgrade for YOUR inadequate system$45/mo more

PAUL K. on

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Thank you!

MARY A. on

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No Comments

Karla S. on

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Paul was spitting chewing tobacco in a jar at the counter while helping me. Gross and unprofessional.

TERRY E. on

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a well run facility. the staff was always helpful and understanding

Heidi H. on

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The only issue I have with the process is I was charged on 9/7 and moved out and returned the empty container on 9/8 and they would not prorate any of the monthly expense. This is a terrible policy.

Kurt S. on

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I called U-haul by telephone more than a week ago and changed the move dates. I will not be moving in until 8/25.

frank c. on

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First experience was a great one, facility was just what was needed

Nikki T. on

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Very poor customer service. Will not be coming back nor recommending this location to anyone.

Cecil F. on

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The employee who showed us around and made a reservation was just great. Unfortunately our plans have changed so I will call & cancel. Cecil F

Desiree S. on

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Super accommodating. Great staff.

Debra B. on

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The storage units are clean and the staff was friendly and professional. Very good experience.

Thomas P. on

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The U-Haul staff was very helpful and courteous. My storage space and the entire facility was clean and secure.

DAVID B. on

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I was a client for over 9 years! I was always pleased with the UHaul of Crystal Lake facility and its staff.

steve k. on

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Closing time of 7 PM should be extended to 8 PM

KELLY W. on

Rating:

We had a storage unit for just under 2 years. Everything was secure & climate controlled which we needed since we were storing a bunch of appliances. Rates were reasonable and staff helpful when nee