ride was very shaky especially at 65 mph, cab looked like it was wiped down with dirty water and rag, the storage portion had a very foul odor, the door was very difficult to close.
John KCustomer Reviews for U-Haul Moving & Storage of Frankfort Square
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Made online reservation for 7 AM pick up, when I arrive wrong key was in lock box causing a several hour delay. THen on drop off wanted to charge me for gas when I was given trcuk with very little gas in it. Manager was supposed to call me and did not.
John PThat location is currently under construction so parking is limited and trailer return can be somewhat challenging.
Marcus GBetter parking options if you can’t leave your car there
JHEFRI MForemost, the gentleman working the counter was great. This review is in no way an indication he did anything wrong. He did his very best to resolve the issue, but this issue is one that PLAGUES U-Haul. I booked the reservation online for a truck and 5 x 9 trailer. The location called to confirm pickup and to let me know that I couldn't park in the parking lot due to ongoing construction. I figured everything was on track; however, when I arrived the equipment was not available. This has happened to me multiple times where I book something and show up and what I booked is not ready or available. The staff member did make adjustments and ultimately I was booked a box truck and trailer, but this process took an hour and I was late to my ultimate destination. Also because there was no parking available, I had to have someone else drive me and wait for me while the issue was resolved, so it wasn't just an inconvenience for myself, but also the person who provided me transportation. I get it, some things are beyond your control, but if I booked a Sunday 9am pickup and my equipment is not available at the end of day Saturday, someone should call or proactively solve the problem so there is not a major delay in picking up the equipment. If this were a one-time issue, I wouldn't leave a negative review, but this has happened with my booking multiple times over the years regardless of location. This is a systemic problem for U-Haul and if there were an alternative, I would use it going forward.
David SVery easy, fast, and friendly
John KNothing everything was perfect.
Tony BThe whole rental experience was a nightmare. You're only informed that your personal vehicle can not be left in the parking lot after you arrive. I am handicapped and had to drive my vehicle to a gas station down the road, leave it there with risk of being towed, and walk back to Uhaul before I would receive the key to the truck. Mind you the road walked was heavily traveled by drivers on this 45mph stretch. The desk clerk identified herself as the general manager and would only give a first name of Chrissy. She was combative, sarcastic and confrontational when I expressed my opposition to there being no signage either inside or outside of the facility about no parking of vehicles. Neither was there any information on the website when I reserved the rental. At other Uhaul locations I've rented from I was always escorted to the vehicle by the staff member where a physical inspection of the truck's exterior and interior is conducted along with verification of the fuel amount present. None of this was done at this location. After arriving at my location to load my items, I opened the latch door on the truck and found a thin moving blanket and piece of Styrofoam. I paid it no mind and proceeded to load my items. When I later returned the truck a gentleman checking the truck in told me I had left items in the truck. He was referring to the blanket and Styrofoam. I told him they were there when I rented the truck so I left them there. I was told to remove them or be charged a $25 fee.I was also told that I was being extended a courtesy because he didn't have to even mention the items and could've just added the charge later to my credit card. Needless to say, I will never rent from this location again and advise no one else to do so.
Kimberlee PExcellent service. May God bless you.
Shanika FVery good customer service and prompt service.
Darlene PThe Customer Service was very professional, knowledgeable, courteous.
DARIUS SNothing great location great staff
CHRISTOPHER HFrank was so kind and helpful when I was checking in. The app was not working so he took care of getting me going. He also cleaned the can of the truck before I left.
Lori REmployees were very helpful. They answered all of my questions, and check in/out were very easy.
Amir AUnder - construction and got there after hours. Left 6x12 trailer inside the gate at a secured location even though the app kept telling me to leave at another location. Everything worked out well and final paper work was sent to me. Thank you
John Othe Frankfort Square team continues to exceed our expectations!
Joe NDue to construction you could not leave your car there. The staff was fine and the truck was in very good condition except the a/c was not working.
Robert CI needed some materials to properly load a broken down motorcycle and Jalen and Zahvy went above and beyond to help me. Plus, they're two of the nicest people you can meet!
THOMAS GOver the top great customer service.
CHRISTOPHER HEverything was fine.
Bill NCan was great. Check in and check out was extremely easy. Both workers were friendly and helpful. Thank you!!
Jack MThe back of the truck needed to be cleaned out. The employee was swamped with customers and he came out to sweep out the truck. He had customers waiting so I finished sweeping for him. not a big deal as I felt bad for the guy. Maybe have a second employee there to handle everything.
Robert WThe place is under construction, so it was excellent under those circumstances.
Frank HIt is under construction with no place to leave your car and no arrangements made. Had to walk down a very busy street without a sidewalk and ask a gas station if I could park there. Would NOT have used this location if that information was available. Clerk didn’t seem to think it mattered
Donna RThe only thing I would say, is ALL trucks should have ramps. Easier for moving appliances and large items. Otherwise very good experience. Thank you
Stacy KThere were 2 10’ trucks available and that’s what I wanted, the sales person said they were out of service and I asked that he give me the 15’ for same price and he said no. Kinda disappointing. Since my previous experience the salesperson did give me 15’ for same price. 15’ truck needs to have brakes looked at.
mike eEvery thing was good
Aly AThomas was so helpful and friendly!!! I will definitely use this site again even though there is one closer to my home.
Trina BChrissy, Thomas and Jaylyn were professional, knowledgable and friendly. Well run establishment and much appreciated as moving is always stressful and they all made it so much easier. Definitely recommend this location due to them!
Linda LExceptional customer service. Great Location
CHRISTOPHER HThe air condition in the truck did not work. It was extremely hot yesterday. I had to bring the truck back early due to the conditions.
WINONA BQuick and professional
Arturo TOther customer did not return the trailer on time so my rental was late by 20 minutes. Some type of compensation would have been appreciated. Employees were kind and helpful. So kudos to them.
Thomas KThe team continues to do a great job!
Joe NEverything was great! Great customer service!
CHRISTOPHER HWell I got charged for 2 gallons of fuel, I drove 45 miles and put 3 gallons of gas in and have a receipt. Not a huge deal but it bugged me!
David MQuick and friendly
Cassandra MThe staff was good, equipment was newer and well maintained. My gripe is that the property is under major construction and parking is limited so you are told to park at a business that is one or two lots over. This involves walking along the side of a major street that is busy where cars are going 50-60 MPH and there are no sidewalks. I would not recommend using at this time. Once the construction is done it will be great!
Victoria BWith all the construction going on, your team was great!!
Michael BNothing in the Customer Service is over the, staff is very friendly accommodating.
CHRISTOPHER HThis location is very convenient for me and your employee Chrissy was very helpful and professional.
ALLEN JMaybe don’t add on fees that are not signed for or agreed upon after the fact.
Jordan HThe gentlemen who took care of us was top notch! Super nice!
Sharon MNone thanks
RICHARD KGreat experience with staff and very clean van.
Jamal MTerrible experience
nick dNothing they go above and beyond, very accommodating and professional
CHRISTOPHER HThe Customer Service I received from this location was excellent. They were all very efficient, friendly and very informative. I would highly recommend using this location in the future. .
joanne RThe computers were down and I didnt get a call back until the following day, meanwhile I called to make a reservation on the phone, not with this particular office. I picked the vehicle up at the original office the next day and all was good.
Gerald DNothing this location is by far the best I have ever used. All professional polite and knowledgeable! Timing to get the truck was fast! Couldn’t ask for anything better! Shout out to the employees who help me! I appreciate making my experience perfect!
KELLY CWhen I originally set my pick up appointment, it was not this location. The woman that called me to reschedule the location said I had to pick up here. I set up the pick up over a week in advance. So much for guaranteed availability at the location I chose. I’ll also add that this location was 20 mins away instead of the 5 minutes where I originally requested so I had to pay for all that additional mileage. The woman was extremely rude and basically told me it is what it is, in so many words. Site is undergoing construction. Tight conditions. Had to park my personal vehicle at the gas station 2 blocks away. I understand they’re trying to still operate during construction but that setup really needs to be rethought out.
Bradley LDo routine maintenance checks. Brake light/turn signal on left side did not work. On the good side, the employee (didn’t catch his name) was pleasant and made the transaction very smooth.
Scott Hthis locations continues to exceed my expectations!
Joe NNothing customer service is amazing Marie is awesome. Thank you
CHRISTOPHER HI parked in the lot and went to pick up my van for a rental of less than a day, which was supposed to be an app-based pickup according to my reservation. It was parked in tight behind another van, but I saw an employee nearby who moved it. As a courtesy, I asked if there was a place I could park that would be more convenient for them. At that point she refused to continue the process until I moved my car a block away to park at another business. I pointed out that there was no safe walking path - just a muddy ditch next to cars and semis travelling at highway speeds, that there were empty spaces in the lot, and that the two employees were also parked there, but they refused. If I hadn't prepaid the rental I'd have left. It's unreasonable to ask your customers to slog through a muddy ditch next to a busy roadway when there are clearly spaces available (and which would not even have come up if I hadn't volunteered to find a more convenient option. In retrospect, and easy solution would have been to give me a ride back in the van, or to move an employee's vehicle to the two-acre lot behind the trailer if they needed an extra space, but I got nothing but flat refusal and claims that there was a "path" (there was not). Extremely frustrating experience, would never rent there again.
WILLIAM CKeep it up But be on time
Isaac ZPlease look at the schedule and find the employee that was working at this location on Monday May 11 in the afternoon/evening. He was FANTASTIC. I shared that I was in a time crunch, and he hustled to help me solve my problem. I am specifically taking the time to complete this survey because of his efforts. My only regret is that I didn't ask for his name, because of the time issue.
Brian DNothing everyone's very accommodating always over the top
CHRISTOPHER HI had to uber there and back and pay for it since no parking there and wouldn’t even give me discount will never rent from this location
Jason TI had a really great experience. Jalen the customer rep was AMAZING! His professional demeanor and willingness to make sure our needs were met. I have no complaints. He's a great worker. I witnessed this with other customers he served as well.
Tiffany RNothing
CHRISTOPHER HService was excellent. Employees very friendly. The radio didn't work.
Julie NStaff was very helpful and friendly
Brandon C