In my (just about) three years storage contract there was one major billing / payment correction problem which I was unable to get resolved. I rented two units for storage use. Within the last twelve months I paid for both units with my Debit Card. POSSIBLY DUE TO MY ERROR? one large, incorrect amount error was charged to my Debit account. At this moment, I do not have exact amounts - so I will therefore give you approximate dollar amounts. The actual amounts will be most obvious to one of your associates when they look at my account. I initiated a lump-sum payment for both units, which was to have been AROUND $320.00. The amount charged to my account was in excess of $1,000.00. I discovered this error few days after the transaction cleared by bank account. I repeatedly called the storage location and was immediately transferred to a recording which lamented how they were receiving vastly excessive numbers of phone calls, and that I should give an explanation, by recording, when I was FINALLY CONNECTED TO THE "RESPONSE SEGMENT" of the same recording. I did as requested a few times (3 or 4 times), and was told, by a recording, that I would be called back in (an unacceptable time frame) - again, I was put on hold. After a reasonable length of (my judgement call) waiting to be finally connected to an alive person - I chose to hang up --- and try again. A few days later I called a published phone number for some sort of customer service assistance. The woman with whom I spoke was exceptionally proper, pleasant,and accommodating. She said she would give this situation to someone above her, and that someone would CALL Me BACK. This never happened! After a week or so, I tried again to make local contact and received the same, ,outrageous wait time for a response. AGAIN, I was told by recording that they were horribly overloaded (due to the Carona Virus), and that I should wait--------! I waited, and waited, and again hung up in frustration, I am a retired business owner, and I live approx. 44 miles from the storage unit location. I was not going to personally drive there, as I had a very large overpaid account. Later on, I was able to speak with someone locally, and I told him to take the next monthly payment for my surplus. He had looked into my account and acknowledged the large, excessive payment. A few months later I was able to speak with a corporate person, and things worked out - at the end of that unacceptable process. Yesterday, after a three year contract, all belongings were removed, and I terminated the storage. The local gentleman was also very polie and thanked me for my business. That same date I rented a 26 foot truck, and the property, which was in fine condition, was delivered to it's destination. That all ended well. I have use Uhaul exclusively for over 25 years, and have always had excellent truck rental experiences, This storage billing experience was exceptionally frustrating, and I felt compelled to let corporate know what transpired. My total storage expenses for 36 moths was in excess of (approx) $9,700..and I am left with an unpleasant memory. I wish to be acknowledged in some regard -- and not by a recorded, generic message. Sincerely, Mr. Daniel Lediard. Dayton Nevada.
Customer Reviews for U-Haul Moving & Storage of Double Diamond
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 Double Diamond
Could be a bit more attentive to customers.
This store was helpful and had friendly staff during my visit. I needed the equipment to be extended for another day and were able to accommodate me with no problem.
Having to swipe your card every time you go inside the facility during business hours when there are cameras and staff available is excessive. If I was just visiting my stuff, that would be okay - but my hands are full and I'm pushing carts and moving things. It wasn't like this when I moved my things in; just when I moved out. I set the alarms off for being in the doorway too long. Otherwise, great facility just very expensive.
Everything and everyone was super nice and helpful!!! super shot out to Eric, he was amazing and helped us out with our difficult moving trip. thank you all so much!! super clean and we feel so comfortable with our stuff stored here. they even loaned us a dolly because we forgot ours. The best facility ever!! thank you!!!
Great spot. Would definitely use again if need storage.
Absolutely terrible experience. The whole venture will end up costing me over 1000.00 dollars more than it should have. All due to the incompetence of UHaul.
When I returned the trailer it seemed under staffed. there was only one person that was trying to help a handful of people. I ended up un hooking and dropped the trailer myself. No problem for me, I drive combination trailers so it was hassle free. It was getting late and I had a very long day.
The gentleman who helped me was very courteous. He was very helpful.
helpful and friendly
Nothing. Everyone was really nice. I will recommend this location.
Not much. Online registration made for zero wait time inside the store. My truck was already up front and running. Returning it was just as seamless.
ERIC the Manager was the one that helped me with my Reservation. ERIC was very polite and very helpful. This is my first time ever using a UHAUL vehicle for moving needs. I will for sure will use your services again. Very friendly, polite, and clean vehicle thank you ERIC
Equipment should have a full tank of fuel at the time of rental. It would be a good business idea for the sake of efficiency, in instances where the u-haul dealer doesn't have time to gas up every truck every time, to reward customers who bring a vehicle back with a full tank (i.e. bring your receipt and we'll reimburse (discount your rental) you at the same rate as our charge per gallon). While this may seem like potentially lost revenue the amount saved in labor cost, plus mileage, etc...would make it a win win situation and a best practice.
Staff was great. No suggestions
Location did not have the truck or any type of substitute truck substitute. I received no notification until I was at the counter. We ended up getting a tow behind trailer because there were no trucks available. This cost me time and money. There was Apparently a mistake made in the system. Even in processing the new trailer that I rented the system was down. The person that helped me tried and worked with me but everything was fouled up.
your crew is rude that's why I left could never get no one to answer the phones
Great customer service, better than any Uhaul I've been to before! The van I rented ran great and was well maintained. Very happy with this location. Thank you to the people who work there!
All staff was very helpful and knowledgeable.
Staff was helpful and courteous.
Clean the inside of the window!!!! Of the truck
Crew was very helpful. Wore masks, but some not covering the nose, rendering the mask nearly useless for the customers.
I've used the rental trucks and storage facilities several times and found the to be fantastic over all. Great company, great service!!
Don't make customers drive to Susanville, CA to pick up reservation.
very helpful, courteous employees. It was a very pleasant experience. I HIGHLY RECOMMEND U-HAUL for your moving or storage needs.
They always do a great job!
Friendly helpful staff, clean equipment and they were conscientious about safety.
CS wa S great. Joe very helpful and polite.
The man that helped me was absolutely wonderful! After a problem at another location (truck not returned) we had to rent at this location. He got us all set up quickly and was a pleasure to work with. We really appreciated him!
The gal answering the phones sounded less than enthused to be working - almost to a point where she was just plain rude. However the girl who helped check us in and into a truck was super nice and well prepped for the day. She had all of her truck keys lined up for her am pick-ups and knew exactly which truck I was there for. SUPER amazing since half of the U-haul locations around the west coast can't even manage to have the truck you reserved in stock.
they worked with me to get my most important things into this area. I am extremely satisfied.
Understaffed ; a $19.95 rental became $90 by the time I left. Felt like false advertising
Of all the UHaul locations I have dealt with, this is the most customer oriented one yet.
Of all the UHaul locations I have dealt with, this is the most customer oriented one yet.
The staff there went above and beyond! To be honest, I've only heard negative things about U-Haul but these guys honestly made our U-Haul experience wonderful. They were extremely helpful and kind!
just keep on what your doing. Very fast check in and check out.
I was promised a $100 refund to bring back a day early, I have not seen receipt of that.
No improvement necessary. I always have great service at this Uhaul location.
always easy an helpfull
your employees were very helpful and accommodating in showing me the ropes. It was a pleasant experience. I wholeheartedly recommend U-Haul for your needs.
Some assistance explaining the truck controls as wells as the latch mechanics at time of rental would be helpful. A better job of cleaning the windshield is needed, especially on the inside.
You need to have a list of available equipment on website. Waisted 3 hours filling all my information on 6 different locations trying to find a available 20' uhaul.
The u haul place was fine and helpful the problem was with uhaul itself and my reservation however uhaul cant control when a customer returns equipment they promised to me. But as the consumer it sucked 2 trips to pick up a trailer that was there. Then had to go to another location further from home to het
I believe the team at this location is stellar! Despite that fact that there were rude customers both times I was there, the Uhaul representatives were patient courteous and maintained professionalism. Awesome team for sure!
Nathan was great. He was fast, friendly, knowledgeable, and he got the job done.
Reservation and drop-off was smooth and quick.
Our cashier was very kind and tried to get what's best for us with what was available. There was some confusion but they made it work and I am very happy with my experience!
I thought your whole crew was professional and courteous
More customer service employees to move the lines faster
The whole experience was bad. Showed up to the location i chose and the after waiting 20 minutes was informed my location was moved all the way across town. No call, no text,nothing !! When asking what happend I was being treated like it was my fault for not knowing. Had to call my wife to came back and get me then was told by an employee that it was transported to that other location for some reason. Wasn't able to get my rental for almost an hour after I wanted it. The mileage and gas in the truck was wrong as well. The receipt I got I feel is wrong. No one checked it in when I got there and then calls me the next day asking where it was. The gas I returned it with was wrong on my receipt which makes me think the mileage was wrong as well.
I reserved a 20 foot truck and was given a 10 foot truck because of the fires in California. I had to leave a lot behind and was furious with U-haul. I am Glad I ordered pods to move most of my stuff. If it were not for that I would of left more behind. Never will I rent u- haul again. Pods for now on if I ever move again.
Worst experience I've ever had with uhaul. Diddnt have my truck, relocated pickup over 2 hours away, changed the pickup time to 430pm, called and had that relocated to another location again, they dissnt have my car dolly, finally figured that out...
Streamline information from previous rental. The ID photo program took forever.
I have three other pickups and the one I rented had the worst gas mileage of any of them, Milne are 3/4 and 1 Ton 4x4's What gives
We called two different U-haul Vendors and received different hours of use for the equipment for the same dollar amount. It took over 30 minutes to get to talk with a person to even make the reservation and when we went to pick up the trailer, we had to go through the entire process all over again - another 30 minute in the store.
Everyone I came into contact with was friendly and helpful.
The 26' truck I got had multiple serious mechanical problems and should never have been rented out. The location was good and the employees were good, just the truck was a total POS.
The general manager was so kind and helpful. Thank you
Make sure the fuel tank is full...
Van smelled bad and had tortillas and other weird stuff in it from the last driver tucked behind the sears. The truck bed had dirt and debris. You should be sanitizing the cab between people.
No fault of employees, but it took 45 minutes to get my truck. Return time was great.
scheduling messed up my truck pick up ordered a 20 foot and they tried to give me a 10 foot so i had to wait for a 20 foot for later in the day, then they only had less than 1/4 of a tank of gas in the tank when i received it i told them that dont they give there customers with a full tank off of and they said just bring it back with a 1/4 tank and for my trouble they would waive some miles since i had to go to a farther location and to no evail i was charged for the miles So i will never go back to uhual for anything
Was surprised that I drove all the way there and then click the app to get in the vehicle and said waiting to approve you. Do this when you make the reservation
Eric, the general manager was nice and quick to assist
Just more help at busy times. This one went smooth as rental was mid week.
To many price increases.
The facility recently had a security upgrade. There was no communication as to this upgrade and how to access the facility once it was completed. Making multiple trips from a vehicle to the locker now requires multiple uses of an access card to enter the doors. Very inconvenient!
Gentlemen at front desk was very helpful and very kind.
The storage unit it self as fine, however the people operating the storage facility were lacking knowledge, empowerment, basic operating skills of the facility. They had rude personalities that were not customer focused, regardless of you called them or talked with them in person. One of the worst customer service experiences I have encountered. Uhaul claims in there messaging and advertising they make the moving experience easier, this facility needs an overhaul on the brand messaging.
Joe and his crew were fantastic
The staff was friendly, however you only had 1 person working there and waiting to checkout took a ridiculous amount of time. The line got pretty long. Need to staff up a bit more.
Nice friendly people.
It took a very long time to get through by phone to check availability and prices before coming to location. Staff was busy with other customers probably, This could have been alleviated if I could have gotten this information either online or by a (up top date) recording. Once I came to location and was met by staff, I received good service.
Joe Abasta is the man!!! He assisted me with first class customer service.
The only issue I have is the motion light where my unit is located does not turn on until I’m at the unit which is quite a ways down the isle so the walk there is kinda of scary in the dark.
Very unfriendly staff. Less than helpful. I reserved a downstairs unit and when I got there was told there were none available on the first floor. I had to take an upstairs unit. The rate I was quoted was not honored and i had to pay even more to be on the 2nd floor which is usually cheaper. The staff told me there was nothing he (Nathan) could do about it. There was no manager available he said. He gave me my paperwork at the end, and didn’t even tell me what unit he assigned me to. When i asked he said he circled it on the paper. Did nobody told me how to use the key card to arm and disarm. I had to go back inside for assistance and was made to feel that they were put out by having to help me. Had I not been in a rush to get the truck unloaded, I definitely would not have stayed and continued with the unit rental.
Facility always clean. Plenty of hand trucks/flat carts available for moving things in and out. Staff nearly all friendly and helpful.
Stuff was stolen out of my unit, must have reached over the top, The cards never work, alarm always goes off !!
I’m out of work due to COVID19 & (after almost four years of renting from them) I could no longer afford my storage unit; however, it has been increasingly difficult to afford their monthly rates regardless of this quarantine. • U-Haul was nice enough to let me move out before putting everything up for auction. •When I moved in, I was happy with the 24 hour access & thought the price was fair at about $80 a month. •Over the years the price has been raised 2 or 3 times & random monthly fees tacked on... I admit I have been late to pay them rent (& whatever additional late fees included ($20 at least)) as the result. •Thankfully, U-Haul was very good with communication & giving you a chance to keep your belongings. •On the other hand, my bill being OVER $105 every month (w/out 24h access) for a 5x10 space is totally ridiculous!! •Also, they advertise climate controlled units which isn’t necessarily true -they may heat the building but cooling it is not a thing- so imagine an all metal building in summer... yikes! •lastly the janitor is extremely rude! •the guys that work there are either super duper nice and friendly and helpful or they are reluctant to help & are obviously inexperienced with customer service or interactions in general. So if you’ve got money to burn & your belongings can withstand high temperatures -this place is fantastic!
Thank you to Tania and Joe for excellent service!
Rented during the start of the coronavirus shelter in place. Added stress having to move to Reno from out of state. But had a great experience with this uhaul facility. Very helpful and courteous staff. Went out of their way to make arrangements for me and address questions repeatedly. Very well run, clean, and safe facility. Overall A+ experience during an especially crazy time.
First, we rented a pickup truck to move our daughter's dorm essentials from her dorm back to the U-Haul facility. Then, we returned the truck and rented a storage unit to store her property for the next several months. Both of these processes went smoothly because we made prior reservations before our arrival and did an early check-in that came with our e-mail confirmation. The employees were extremely helpful and all went well.
I was renting a cargo trailer and supposed to return it on the Friday but then someone call from the office asking if I can return it on the Thursday and I’ll have some money back, so I did but till now I haven’t have the money they said they’ll give me back ..😭😭😭
Great facilities
All was fine, except the corporate policy of not prorated rent return just a few days after paying bill. I feel like you picked my pocket at a vulnerable time when I know you will instantly re-rent.
Great customer service
Will was great! thank you.... all the staff was very helpful
They were so helpful and a joy to work with. This was my first time renting a storage unit, they explained the process to me well and were very accommodating. Highly recommended and great experience.
Second time I rented, great facility, clean convenient, friendly knowledgable employees!
Always Good customer service.
Great place great people! Clean storage, nice bath room.
Door access is not secure. Just pull on the door and it would open. Customer service was terrible. Spoke to the assistant manager and he was very rude. I would not rent from again.
Good facility, clean and safe. Management and staff are helpful and friendly. Highly recommend.
great customer service
Everything was great and the service from the employees terrific very nice and polite
The manager was very good at customer satisfaction. I have a problem with the loading dock. Should have removable handrails so as to not have a tripping problem with what is there.
Many thanks to Jackson who made my experience fantastic. He went above and beyond. The facility is extremely clean and organized.
I like that it’s internal but the only spaces available were too small.
Loved the casual checkout policy. Only stayed for one month so setting up a lease and giving notice would’ve just been extra work
Excellent service all around. The young man who worked with me was very friendly and I didn’t have to wait at all. They were having computer problems which made the process longer.
I was always taken care of promptly and always had my questions answered. Your staff always greeted me with a caring smile. Thank You for everything Tina Costa
Everything was great except for the mistake that was made on 10/13/2018 where they gave my personal information to an irate stranger. I was never compensated for that but was glad to know I was secure
Your staff was helpful. The loading/unloading area is great, as the cement is raised up and made loading/unloading helpful. Anthony C. helped me and my movers in several ways, once in winter.
The truck ran very good but the gas mileage was terrible. Only 7 mpg. Maybe ought to consider going back to Diesel. Plus the rate was about $500 more than Budget.
Service was very friendly at the storage place. Just wish I had been given the proper sized truck so I didn't have to make two trips.
Steve the Gm and his staff are not accommodating. Steve is not good with people and his staff are just collecting a check. The exception is Christian.Great customer service and goes above and beyond.
Great facility and very secure. Staff is great a look so.
Great guys! If it would have went any better I'd think I was in Heaven! But seriously fantastic equipment my 2033 mile trip went smooth as silk. Thank you all.
Everything was clean and I felt like my belongings were going to be secure. The staff was very nice and informative. I am very pleased. Thank you.
Great service
The management and staff were very considerate and helpful. It was a delight to interact with them. The facility was very sell secured, I felt very safe while working there. It was immaculate.
By the time I moved my things out, the staff was willing to work with me, but only after a flurry of mistakes, insults, unprofessionalim, and down right bad business! I will never recommend them!
The gentlemen of your staff are really excellent in attitude, sincerity, effectiveness and customer orientation. My compliments !
They were very nice and helpful in trying to accommodate your needs. The units were clean and easy to get in and out of. I would recommend them to friends.
very helpful and friendly
The associates need to be trained on proper use of electronic devices. Cussing on swearing on the them when customers are present is unprofessional and unethical.
My experience with u-haul was extremely positive. I can't think of a single thing that I would change to make my experience with them better than it was.
All I can say is Awesome!!!!!!!
Professional and pleasant. Extremely clean facility.
Steve was a great help!
I had this storage unit for 16 years...busy with so much including college, injuries, lawsuits...everyone was great throughout my time there and mgr Steve went out of his way to make move out good!
People are not helpful. They don’t know what they are doing. Don’t understand the computer program.
Very nice facility!
Every staff member I talked to or that helped me were all very friendly, professional and helpful.
Couldn't be happier. They we above and beyond to meet my needs.
On another note, unless you reserve a truck there is never extra but it’s also a popular place to rent a truck. God bless and well done
Both Steve and Graham were exceptionally helpful. I would highly recommend them to other people.
Great crew of knowledgeable and helpful staff who go the mile for the customer. Special thanks to Teddy. Without you we would have been in for a brutal day. Thanks my friend. Travis C
Never had a bad experience. Everybody is friendly and fast
Thank you guys.
The guys that work at the S. Virginia Street location are great.
Very fast service, walked in and got a storage unit and a trailer very fast. Thank you
Steve and Gordon did an excellent job accommodating my unusual storage needs.
Thank you
The staff was great since I had a minor problem with access which they cleared up immediately. One problem check for nails in driveways.
Your staff that you have working there is very professional extremely friendly and very helpful. I would recommend you highly!
Everyone was very polite, helpful and professional.
Individuals “forgot” to call my when my container arrived so I reached out to them. Then I had to wait an extra day to pick it up and the workers were rude and unprofessional. Never again.
The U-box was perfect for my move and the employees were very helpful.
Christian made it very easy for me when I needed a larger storage than I had originally ordered. The movers were polite and efficient. Really worked out well.
don't move in until the 18th.
Great experience!!!
Only issue was cost effectiveness. I was able to combine storage with a family member for a significantly lower price (less than half).
Your staff was very friendly, BUT,,,, It took you almost two hours to find my two U-boxes, and you had no record of my reservation -- which I have copies of on this computer. Do you want them?
Was a very pleasant experience.
This U-Haul and their employess were very nice to me at the time I was there.
ready on time, clean, quick to hook up and go.
Too much stuff in the way of coming in and out of main doors. Not very safe.
Got 1 month of storage and checked out before it was up. Got an email 2 weeks later saying that I was being charged a late fee. They got it resolved and didn’t charge. The security system was out.
Great truck. Great customer service.
I had a storage unit there for about 3 years. When i came back to get my stuff, the whole area and my locker was immaculate! The e-bill and auto-pay features were excellent! Definitely recommend!!
You were the ONLY company I could get to move my stuff because of the remote location. I hired 2 other companies who both failed to show up at all on moving day. Thank GOD for U-Haul!
The two gentlemen working were fantastic, even though clearly overworked. The place was understaffed. Kudos to the men, but management needs to staff up better.
I left a poor review at the end of August when I was overcharged for miles (odometer error). The manager responded to my email and corrected the bill. Thank you for the quick resolution of the error!
Very clean facility with excellent security. Automatic payments with online notifications was really convenient. Probably not the cheapest but definitely one of the best. Would do it again.
Nice and clean facility. Easy to get to and use.
Competent and friendly staff.
Easy access and very secure. The log out stopped working correctly stating our units weren't closed, when they were. Staff didn't seem concerned about that. Thank you - we had 2 LG units for 2 yrs
Facilities are nice and clean. Easily accessible. Staff in store are unprofessional. My wife was made to feel uncomfortable when they made rude comments about her, unaware she could hear them.
We had antique items stored in the climate controlled area and they were exactly as we left them when we returned 5 years later. Great place
Rented there for 5+ years. Excellent service and facilities at all times.
Thanks! They were great!
Came in a week ahead of time to schedule pick up of my uboxes. Came in to get them. Was told we have no covers so I couldn't access my items. Had to rent a truck and unpack all of my stuff there.
No complaints at all.
Never a moments problem. Everyone so polite and efficient.
These guys are amazing. They help however they can, always keep a smile on, are pleasent to do deal with! I will always recommend the uhaul at double diamond!
I had difficulty when paying monthly rental. I had four units and often was transferred to another office to pay monthly. The other office was very helpful. The staff was ok otherwise
We used this facility November 2017 to Mau 2018 and it has always been extremely clean, well lit and secure. Workers have been friendly and knowledgeable of all moving equipment and supplies.
I didn't have any significant problems.
Great storage facility!
Very planned and delivered as indicated on constant updates.
Nearly two years at this facility and no problems whatsoever. On line payment is easy, access was as advertised, & the staff was friendly and accomodating. Best storage experience yet -
billing never seemed to be correct and my swipe card never actually worked. Most every time I went into get into my unit there was an issue with the payment, which was on auto pay, and the unit locked
Vert good quality experience
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