Customer Reviews for U-Haul Moving & Storage of Federal Way

Rating:

2.0

I’ve sent several messages via email and the app as well as contacted customer service , I moved in on 8/27 and moved out on 9/26 only to be harassed stating I have an unpaid unit as well as late fees when I contacted you guys diligently on 9/25 and 9/26 with a formal statement of what I was doing, not my fault you guys aren’t cooperating or complying and all my notes are documented and date stamped, luckily there is no card on file or no authorization for any charges but really you ought to be more alert and up to date on notifications from customers especially if you give us to the options to complete your job ourselves with your self services, I’m still waiting to hear back of my confirmation that you guys have cleared and close out my account as of 9/26, so that part is where I have most issue with right now

Rating:

5.0

Denis, your first customer service was very courteous and detailed in explaining to us. She was very efficient and we were done in less then 10 minutes. Thank you for making our moving a breeze.

Rating:

5.0

The staff was excellent and very helpful. Mike helped to make sure the process went smooth and our equipment was good and ready to go. Great experience!

Rating:

5.0

Very friendly and helpful customer service - 10/10 recommend.

Rating:

2.0

Desk clerk was rude and did not want to uphold the agreement that had been made verbally over the phone when we had prepaid for the facility. I had to get the manager involved in order to get my previous agreement upheld.

Rating:

1.0

First of all when I was at the desk and checking out the guy that was helping me almost charged my card twice because someone else took the truck that he was putting us in so he had to cancel the transaction twice. I told him I'm not running my card twice you need to make sure when putting me into a car that it's not one someone else is taking so that my card doesn't get charged twice. He also didn't tell us to grab a dolly on the way out. The pictures of the truck was different than on the app which makes no sense, I told the guy this isn't the same truck he said oh we trade out bumpers all of the time so it's the same truck but not the same bumper on it you can look at the numbers on the side. It was not what I expected and to have been charged what we were charged I will go to Penske next time around better customer service over there

Rating:

4.0

The gal who assisted us with both the check out and check in went way above and beyond in being helpful. She deserves special recognizition.

Rating:

5.0

Easy to rent and return.

Rating:

4.0

Take all sorts of payments

Rating:

5.0

Excellent service

Rating:

4.0

Clean the bed of your vans before renting hem

Rating:

5.0

Aaron is a fantastic guy. Actually was helpful, some of the others in the office are not.

Rating:

5.0

It's been my favorite location for years Because they always treat you like a valuable customer there and I always have a wonderful experience

Rating:

4.0

Trucks being rented out should be well fueled.....lot less than a 1/4 tank going out.....was a inconvenience to have to go and fuell truck efore using it what I needed it for.

Rating:

5.0

Very helpful and friendly check in counter staff

Rating:

2.0

With the exception of one gentleman, the staff at Federal Way are not helpful at all. Accuracy and speed must be their kryptonite. I would advise anyone renting from this location, be VERY careful and thorough with inspecting the equipment, taking photos of the before and after, and double-checking any notes/findings the staff take down. I was not/still am not confident in this location staff ability to take care of their customers and ensure they receive quality customer service and equipment. Avoid.

Rating:

3.0

I had to wait about 7 min. for someone to help me as a couple of employees walked thru while I was waiting. One employee was helping a customer but no one acknowledged me. Finally someone helped me. On Aug. 25th we rented the same trailer and went down to Creswell OR. from this same location but we were charged $50 more to go down then come back why is that?

Rating:

5.0

great and excellent service

Rating:

2.0

No gas in truck, no one helped me look at truck before I left. When I got back the last I dealt with was helpful.

Rating:

4.0

I would ask that next time I reserve a 15' truck, that I get a 15' truck...I received a call 5 minutes before my scheduled pick up that there were none available, and that I instead had to rent a 26' truck, which was way too big for my needs and the location I was going to...created a big hassle. But, this location did provide a discount for my inconvenience and I appreciate that!

Rating:

1.0

They said due to the homelessness in the area the storage area is only open during business hours. Not to mention no key drop offs. All of those situations can be remedied instead of taken out or at an inconvenience on the paying customer. Not to mention that I was charged for gas when I know I put gas in to the right level before returning it. The advertisement also mentions a “one month free” storage option… But when you get to the counter that offer is only good for “one way” trips. FALSE ADVERTISING. Overall it was just one inconvenience after another. But I guess when you're the only show in town you can let your service decline to these levels with no real consequences.

Rating:

2.0

Don't call your customers several hours before their equipment is due back asking if they are going to return it and to return it early because you decided to overbook.

Rating:

3.0

Didn't have the appliance dolly I requested or enough moving blankets. I had to drive to Auburn to pick up the dolly. The day I bought moving boxes, the people working w ere not very helpful ringing me up or helping carry out boxes I bought. The day I picked up the truck, Avery helped us. She had very good customer service!

Rating:

1.0

RESERVATION WAS NOT FULFILLED PROPERLY.

Rating:

5.0

Evie was very helpful and provided absolutely amazing costumer service!

Rating:

4.0

Sean and staff were great.

Rating:

3.0

My unit was stuck and very difficult to open. I understand the shortened hours, but it was totally inconvenient for my schedule. NO ONE EVER ANSWERS THE DARN PHONE. :( The customer service was ok, depending on who was helping me.

Rating:

5.0

This is my first time I ues U-HAul and I appreciate that customer service is excellent 👍

Rating:

5.0

Helpful and friendly people

Rating:

3.0

Had originally reserved a truck at another location, but when I started it up the check engine light was on and had to go to the location at Enchanted Parkway instead. The only size truck available was a 15' footer. They refused to give me that same price as the 10' truck even though it wasn't my fault that the first truck wasn't driveable.

Rating:

2.0

I felt like I was a strange, I walked in and ask for 10' truck for four hours, they Don't rent on walk in, must have reservations.I explained I have been renting here for 20 years

Rating:

1.0

The uhaul called me last minute to tell me off hours parking wasnt available. Had to reschedule everything and find a place to park. When I went to pick up the truck it was not ready and they gave me the keys and told me it was parked out front. However it was not and I had to wait more for them to bring the truck out because it was not parked out frnt. I missed all my schedule because they took too long. The front desk didnt even know what the different insurance plans covered either. It was just a mess.

Rating:

5.0

The representative was very knowledgeable, fast and very efficient.

Rating:

5.0

I have used this location for all moving needs. Clean, staff are always friendly.

Rating:

5.0

Run the truck through a car

Rating:

5.0

Add cruise control...

Rating:

2.0

You should go out and check the trucks before the customer gets there in the morning. When I got there the catalytic converter was not. Which meant I needed to get another truck since all the trucks at that location were rented out. It also meant that I had to go to another location which added miles to the truck. Then they didn't give me any give me any leeway when I turned the truck in and it cost me $31 extra. Additionally because it took so much time in the morning I got out late late and I was unable to Unload in the order I wanted to which cost me more miles. Overall I'm not very happy about about this experience.

Rating:

5.0

Aaron And 99% of the staff members are very very helpful.

Rating:

5.0

Great crew all around.

Rating:

5.0

Helpful and friendly staff. Equipment was ready at the time of reservation and at the end of the day returning the rented equipment was very easy and efficient.

Rating:

3.0

Bad follow up questions that don't apply. Thanks.

Rating:

3.0

Truck very dirty on outside and ok on the inside with dog hair. In particular the windshield on the outside was very bad and hard to see through with all the big guts. Tried cleaning at gas station and made it tolerable but needed a much better cleaning before passing off to next customer.

Rating:

5.0

Great service and modern, clean van. Will use again and recommend.

Rating:

5.0

I have always had a great experience at this location. Staff is very helpful and definitely know their job well. Great job guys! Thank you as always for the great customer service 😊

Rating:

5.0

Great overall!'

Rating:

5.0

Have been using U-Haul for years now and no complaints. Keep up the AWESOMENESS.

Rating:

4.0

Great customer service

Rating:

3.0

Did not appreciate the fact that I got a call the day before I picked up changing the location of the pickup... I had to drive 20 miles out of my way to get the trailer thru downtown Seattle traffic during morning rush hour!!! The thing that hurt the most was the UNAPOLOGETIC approach the representative presented... Like I was inconveniencing her... I have one word to say to U-Haul... Penkse!!!

Rating:

5.0

Thank to all staff you all were very helpful everyday that I experienced your help . Staff here is friendly and helpful supper easy painless move thanks again. 5 stars of service !!!!

Rating:

5.0

Just keep getting better

Rating:

5.0

Every thing went smooth. I just need to plan ahead and make reservations. I'm pleased with u-hauls on line ordering app.

Rating:

5.0

My sons PODS had delivered from Alaska and were awaiting my arrival to offload them. I rented a 15' truck and my wife and I emptied 2 PODS at the Enchanted Way UHaul in Federal Way, Washington. At know time did any employee helping tell me that the moving blankets in the PODS had to stay with the PODS. Consequently I used them to wrap out furniture inside the truck and returned them with the truck to the Uhaul facility on Sunrise in Roseville, Ca. I was initially told that this location would not accept they blankets and I would "probably have to buy them" (48 blankets). I was told to call the Federal Way Uhaul facility to "straighten it out". The employee then helping me in Roseville walked away. I attempted to call (40 minute wait time) and attempted to live chat however I kept losing connectivity and then told my chat had "timed out". Eventually another Uhaul employee approached and offered to help. I believe his name was AJ or CJ. I explained my predicament and he readily agreed to accept the blankets and wrote me a hand printed note explaining the circumstances should Uhaul accuse me of stealing the blankets. The blankets were left with out truck at the Roseville facility with AJ/CJ approval.

Rating:

5.0

The folks who helped me were very proficient, friendly, knowledgeable, expeditious. Thank you. I look forward to visiting again.

Rating:

5.0

Smooth and easy process to rent a truck for a local move

Rating:

5.0

I had the same employee on both sides of the trip and she was awesome. Great customer service.

Rating:

5.0

Thank you

Rating:

5.0

The staff at this location are great!

Rating:

3.0

Better communication. I had to return to the site for an inspection because it wasn't done before I left with the trailer.

Rating:

1.0

Take responsibility for mess ups and issues caused by U-Haul..give proper compensation for it. It should not be on the customer when the fault is with you. Put more things in place besides the $50 refund.. it's not enough when you have to wait on your bank..life is hard enough with all that is going on to loose anything time energy and money should not be list! I lost all 3 due to U-Haul's screw up on my reservation.

Rating:

3.0

When we arrived the front desk guy said no vehicles were available, I looked up online booked a vehicle in 5 mins and took the vehicle. Does front desk guy even know what's available and what's not?

Rating:

4.0

Cost

Rating:

5.0

I can not complain about anything, for me the service was very fast. and it should continue like this, because there is not enough parking. thanks

Rating:

5.0

One of the straps had a cut in halfway through it. Everything else including staff was excellent.

Rating:

5.0

I found the new team of Uhaul professionals extremely courteous and very professional. Would definitely share my experiences with family and friends of the Federal Way Uhaul located off Enchanted Parkway.

Rating:

5.0

August 25, 2022 Please kindly implement Seniors Discounts would be greatly beneficial and appreciated... I have spent approximately $1000.00 plus these few months... Grateful that there's a U-Haul service near by to utilize when you have no one to be there for you to help... The fuel was amply provided before pick up of vehicle... And I return with same amount of fuel... I cleaned out h he The prior customers must have stuffed paper tools or something in the he corners the van, and I brought it to the attention of the staff upon returning the van; I had to clean the windshield inside and out... Probably due to I arrived just before closing to pick up vehicle August 9, 2022 Thank you again U-Haul

Rating:

1.0

Worst experience in my life. Was charged over $180 for a $49 rental due to their incompetence. escalated to their manager who was basically useless and even less helpful.

Rating:

1.0

Horrible customer service key ignition was broken charged me more than the my estimated cost truck ran horrible will never rent from that uhaaul again as a past customer

Rating:

5.0

FW office is always great!

Rating:

2.0

One of the units I requested was not available due to damage. First two people who tried to help me had no idea what they were doing. Finally got an employee who knew how to check me in and assign a different h it since the original said it had damage (in the system it had a note). Checked in, shown how to access. 1 unit has a rat poison trap inside. Will need to request that be moved so we can store.

Rating:

4.0

Excellent work

Rating:

4.0

I liked the giveaway section, kind of fun to check out.

Rating:

5.0

Everyone here was super helpful. They all tried to make the experience as fast as possible. They walked me through everything and answered all of my questions.

Rating:

5.0

Kyle provides excellent customer service during my transaction! I’m so happy with this location, it’s clean, the storage units are easy to access, parking to load/unload has been easy, carts to transport boxes, etc are always available! I highly recommend this location for all your moving nd storage need!ms!

Rating:

5.0

My last payment was 6/28/22. Will I receive a refund?

Rating:

1.0

My unit was robbed. I was not called till 11am the next morning, I was told the alarm didn’t go off, I was told the cameras were covered so they didn’t see the suspect who broke in. I told them I would move my stuff out buy the end of the month. They didn’t charge me for the remainder of the month. However they double locked my unit every time I came in to move stuff out. I tried to have this issue resolved and I kept getting the “we really don’t know what happened”. I have never had such a bad experience with storage. My shed was the only one that sustained damage and robbed. This place was advertised to be secure. I felt singled out and targeted. I lost some very Valuable things that were extremely sentimental to me, and thanks to the lack of security at uhaul, I CAN NEVER RECOVERY MY LOSS.

Rating:

3.0

It would be better if the access hours would be 24 hours since we have our own access keys to check in and to unlock the doors.

Rating:

4.0

No complaints

Rating:

5.0

Very friendly and helpful staff!

Rating:

1.0

The location where my storage unit was located told me they were overbooked and had no units available. When I asked where I was supposed to store my stuff they literally shrugged their shoulders at me. I asked them to call and find me another storage facility and they refused to help. I even asked who I needed to call to get a storage unit and I was told I could find the number on my reservation. The people were absolutely no help and had a very poor attitude. They absolutely refused to help me in any way and simply said, “ that’s how it is when they over book us.” This has been the absolute worst moving experience I’ve ever had. I will never use uhaul again and I have told all my friends and family about this experience.

Rating:

5.0

The staff was very helpful

Rating:

3.0

We moved our stuff out of the unit on February 26, 2022, and the unit wasn’t closed out like it was supposed to be. It only got closed out on March 10th after they called asking for payment. Also, when I reserved a smaller unit. I was told that we would get the money back for the bigger unit or it would transfer over to the new unit, but was told on March 10th that they don’t pro-rate. Uhaul needs to have consistent policies from everyone.

Rating:

5.0

The Staff was professional friendly and very helpful. Yes I would recommend this Facility to all my family & friends. 💘

Rating:

1.0

Customer Service stunk. GM checked me in and used vulgar language, specifically used the word f,cjCompletely unprofessional

Rating:

3.0

I had no idea it was an inside storage. I feel they should inlighten people before they purchase a unit

Rating:

5.0

Customer Service was Top Notch from the Original Contract set up with Aaron and the couple of times when I had a question. My move out also was an awesome experience! This is definitely a Great Location to rent storage from and I will be referring anyone who needs storage to Aaron and the Federal Way Team! Thank You!

Rating:

3.0

24/7 access was removed. Decided to go elsewhere

Rating:

5.0

The staff was great and the facility was well maintained. The surrounding area is the issue. There’s been shootings nearby and break ins at the location. There are no flat carts due to theft. I could not get my Christmas tree out this year. (It’s very large and heavy and needs a flat cart). I had 24 hour access but as the rates went up and crime went up, I moved to somewhere that I feel safe bringing my four year old daughter with me. I witnessed arguments on site with customers and was approached by some sketchy people. The murder in the complex next door was the final straw. Great facility but the location became dangerous.

Rating:

5.0

Great customer service and thank you for all your assistance!

Rating:

2.0

My rating would’ve been a five (5) star rating, but due to unforeseen policy changes in operating hours I am forced to leave a two (2) star rating because of the inconvenience that it has caused me. What is the whole point of having a storage unit that you cannot access during business hours when you work those same business hours. It just doesn’t make any sense. And then to be charged the full amount every month, also doesn’t make any sense and is not fair to the customer. Very dissatisfied with the experience.

Rating:

5.0

The manager Mycole was always helpful and informative . The rest of the staff were courteous and efficient .

Rating:

5.0

I have used this facility for years and have never had an issue. I have had a storage unit for the past 5 years that has changed in size more than 5 times and the switch over was seamless and smooth. I have also rented a truck/van from them about 10 times. Every vehicle and transaction was great! I recently closed my storage unit due to a move out of the area which resulted in an extra charge on my card due to an oversight. I called the location to report the issue and was credited within 2 hours including an email and phone call apology. I recommend this place for any and all storage and moving truck situations!

Rating:

1.0

The management is terrible. The management on day shift is rude and unhelpful. I arrived and was told to remove the car from the carport was $75.00 dollars. I have never had to pay in other states. I then was asking for help to remove them myself, and a employee on night shift did not even tell me a chain was still on the vehicle, and was going to let me back up with it on. I asked him why he stated ( I forgot) (really!) I was then told the next day that it was only $35.00 dollars to remove the car. (WOW!) Then I moved out of storage on the proper date 11/22/21 and it was never done. I had to drive a hour to make sure as the management said. I was going to do it. After repeating phone calls to UHaul. This place is a rip off, and thrives. Improper behavior and terrible management that I have ever encountered. I should get a refund. Please call me at 702-265-8414 Danielle DeSantis

Rating:

5.0

It really sucks that there is so many “bad people” in the world that the access hours have to be cut short due to theft.

Rating:

4.0

What are the hours for accessing the storage

Rating:

5.0

The Enchanted Pkwy location in Federal Way was amazing. In the last few months I’ve had to rent a vehicle, a storage unit, and finally load a Ubox. They were so helpful and accommodating for each thing and nice too. Moving us stressful enough and being treated so well made it so much less.

Rating:

1.0

South Lake Tahoe (Emerald Bay) general manager was rude and disrespectful. The assistant manager had no idea what he was doing, and refused to help out. Stated everyone was new. When arrived at Seattle, WA Federal Way location. The management stated it was $75 dollars to release my car from the auto transport. Next day it was $30. (WOW) I had no idea Uhaul treated their customers this way. So I guess next time will be Budget rentals and hopefully better treatment.

Rating:

4.0

Billing dept needs improvement

Rating:

2.0

Employees need more training or support to provide efficient and effective customer service. They are courteous but incompetent and nearly every step of my experience was delayed and required me to return to the counter to get their mistakes fixed. Errors occurred with storage and moving truck that delayed my move in AND move out and I was never offered any apologies or concessions except for when calling the customer service number. Diana at customer service was very helpful and effective.

Rating:

5.0

Aaron was extremely helpful, professional and accommodating!!! Best 1st Impression at a Dealer Location EVER!!! 50 STARS 🤩

Rating:

2.0

Inconvenience: Online check in/out system fails, storage access hours, and only a one storage card key.

Rating:

5.0

I’ve always been happy with my U-Haul experiences

Rating:

4.0

I was unhappy that my reservation was not found in the system even though I received a confirmation. Because of this I had to use 2 storage units which is very inconvenient for me.

Rating:

4.0

Nice place people where nice also

Rating:

4.0

Expensive for a 5x5 space. The online process was lengthy using a cell phone. I secured the space with a phone call and didn’t realize I had more information to provide once I arrived at the storage facility.

Rating:

1.0

This STORAGE area Customer Bathroom broken entire time, the staff at this location was VERY mediocre except Daniel and Michael, a Boss. I was assigned #1986 which has an outside personal lock on it they couldn't have removed asap, the next best location was in #2051 even further away (I have Disabilities from Car accidents so walking too far is torture) but this unit was too small but by this time , this location was closed. The After hours Call center Rep couldn't Reserve a new bigger spot because the store was closed. (What????!!!**""). They never recommended reserving online, either. I found out the next day my own online reservation for a bigger unit wasn't avail in this location because someone else had reserved it for 2 weeks out and it's 1st come, 1st RESERVED. Now these issues had been going on for 3 days and I had to keep my 15' van overnight for 3 extra days to remove my belongings but was never able to fully do it (at this location) so I found another Storage unit (that wasn't a U-Haul) closer to our home. When I went in to turn in my access card and request my-UNUSED but out of the package- Padlock (at the Federal Way, WA store) because I didn't need it anymore, I was accused of not buying the padlock (I proved it was bought on the #1986 unit) but still couldn't return it as it had no packaging. Nor did these 2 guys even CARE that I was leaving for another company. Wait for it, there's more ....the rental of my 15' Van for local for 1 day around town was charged $167, not the advertised $29.95/ day. $40 was added each day that I couldn't offload my stuff from the Van. I also needed my SUV stored but it's a 4x4 and Customer service tried to rent me a tow dolly that would've damaged my 4x4. I'm not making this stuff up. I've had THE WORST EXPERIENCE AT THIS FEDERAL WAY, WA U-HAUL LOCATION. AVOID IT AT ALL COST!!!!

Rating:

3.0

Door access card swipe machines don’t work properly. Hot summer made them malfunction. Made night time access hard to get in. We had to pay for a second day truck rental, because it took hours to get in at night. Other than that, it was clean and well maintained.

Rating:

5.0

I needed a temporary storage because we were relocating and this was the best choice due to location and it worked out great and service was exceptional . Would recommend to everyone and use again.

Rating:

5.0

I had a very pleasant and positive experience

Rating:

2.0

I got stuck in construction traffic moving across the state so I showed up 13 minutes before closing. The first guy seemed helpful initially but completely apathetic that the movers I booked through Uhaul no-showed me. He gave me a unit that still had a lock on it, so not so helpful after all. I had to go back for a different unit but they had just closed so the guy tried to ignore me. I banged on the door till another guy showed up and found me another 5x10 unit. I was told I wasn’t allowed to park my truck rental on site overnight while I figured out how to unload it without movers. …The locked storage unit was still in the system as available the next day so it will happen to the next customer…. I didn’t get instructions on how to use the 2 entry keypads but staff seemed annoyed or condescending the next morning when my attempts failed and I asked for help. Turns out the access doors still weren’t unlocked an hour and a half after business opened so it wasn’t operator error. They only unlocked one set of doors at the unloading zone or the other doors were broken. 2 out of 5 people gave appropriate customer service and basic courtesy. Careless or incompetent staff made a hard move a whole lot harder.

Rating:

5.0

The best staff anyone could ask for, especially the large bearded ginger fellow :)