Customer Reviews for U-Haul Moving & Storage of Irvington
24/7 Rentals  |  U-Haul Truck Share 24/7^© Location

Rating:

4.0

Facility is cleaner than most others I've seen in the past; it's a bit concerning to see a rat trap inside. There is NO light inside the unit. If an keycard is needed to get in the building and I have an authorized user, they should be given their own keycard.

Rating:

3.0

The staff at the actual facility was not very helpful and kept sending me to the facility down the street to answer any questions. I had trouble with my key in the beginning and the facility staff said they can’t do anything and to go down the street. The uhaul down the street ended up giving me a card to open it. To lock the storage, the staff AT the facility said you can use just a master lock and to go down the store to get it. I did that even though in the app it told me I was going to be getting a free lock. Anyways, I bought the master lock and the next time I came back to my storage unit, it was locked and had a note on it that I had to get a different lock and could not access my unit. I had come after hours so no one was there to assist me and no one had informed me prior to arriving. The uhaul staff down the street was very helpful and gave me the free lock the next day. Then the last day I was leaving, the main shutter of the storage would not close so I tried to call Pam and Mason which were the numbers listed for after hour issues. No one answered and left a message for both. I was forced to leave the shutter as is after waiting for about a half hour. I called uhaul customer support and informed them of the situation they told me someone will call me back the next day. No one called called me, I called back to make sure everything was good and that I had been checked out.

Rating:

2.0

Cancelled our contract here, which was randomly assigned to us by someone through U-Haul customer service. No way to contact anyone for assistance since it is self-service. This building is two stories and there are NO elevators. This needs to be made clear on your website or property map, for those like us who were moving extremely heavy items. That is why we cancelled.

Rating:

1.0

Did online move in but none of the info I was given about move in was accurate. I was given an access code that didn't work so I had to go get a card from a 2nd location to get in. Online move in told me that if I did it all online there would be a free lock waiting for me inside the unit. When we asked workers at both locations about the lock they told us they didn't know anything about it and I had to go buy one. This was clearly a top down problem and it appears that local ownership doesn't have a clue what is going on. Made the already frustrating and stressful move even more frustrating and stressful.

Rating:

2.0

I had an incident with a lady who worked onsite. She was very disrespectful. Although the issue was resolved by a wonderful lady by the name of Pam at another location it made me no longer want to deal with uhaul.

Rating:

4.0

The unit I rented was to small and to get a different one was way more hassle than it was worth. First off the building isn’t open to help second off how can you have the rental building way down the road from the storage unit??

Rating:

4.0

U-Haul is more expensive I just needed to return the U-Haul truck & I knew you all had late access which WAS AWESOME… but the independent truck dealer tried to charge me extra although I had a 24 hour rental & by adding on insurance I didn’t add !! The locations I frequent would have never done that but I had no control after I placed my order in the app… so the cost is the biggest issue

Rating:

1.0

Sign on the outside of the building says 24/7 storage which is far from true. Very misleading

Rating:

1.0

I found a live cockroach in one of our boxes. We had to throw away the items in the box and pay for pest control to ensure we wouldn’t have issues in our new home.

Rating:

3.0

I need to report foul play at this facility. I moved out of the storage on Monday. I even rented my moving truck and movers through UHaul. The first try was unsuccessful the week before because my movers never showed up. So, I rented the truck for nothing. On Monday the move was successful and my movers were awesome. Second time using them. When I went to return the truck, the man that checked my truck in removed the straps securing the dolly so that I would be charged for it. I refuse to pay for something I didn’t use. He even went so far as to say we can check the cameras. I said let’s do it. Then suddenly, it wasn’t a problem to remove the charge. I am telling everyone that will listen about the shady practices going on there, and I would never refer anyone to your business ever.

Rating:

4.0

Having the Business and Non-business hours posted at the facility would have been convenient.

Rating:

5.0

personnel were always friendly and helpful. 24/7 access was a boon and greatly appreciated.

Rating:

5.0

The manager, William, was EXTREMELY HELPFUL and provided exceptional customer service with consideration of the difficulties that I was experiencing during my move to my new home.

Rating:

4.0

It would be nice if the unit itself was lit so I didn't have to use my phone flashlight while trying to move things in or out. My keycard never worked. I was given a passcode which worked just fine, but it was not mine.

Rating:

5.0

Mr. William (Will) provided excellent customer service. He was more than accommodating in helping find storage space to accommodate my belongings.

Rating:

4.0

Biggest complaint is my key card didn’t work when I got to then building.

Rating:

5.0

I am very satisfied with cleanness, security, and reasonable pricing. As well as convenient location. NOTHING whatsoever to complain about. U-Haul has hit a home run in my field of play.

Rating:

5.0

I loved them

Rating:

1.0

I did not move in and would like to cancel this rental. I have contacted U-Haul and haven't received a response as of yet.

Rating:

2.0

Very unorganized , all locations seem to be disconnected. Ladies at the front desk of the Irvington location were not helpful at all and were very short with me when I was trying to get my access code and details on where to unload . After a hour of calling and getting no help I finally reached someone who was based in Florida and she helped me get access into my storage finally. Then she promised a credit because all of the inconvenience made me late to return the truck so she said she’d make sure I didn’t have to pay for an extra day and I never got a confirmation about that either . Overall a really stressful situation

Rating:

1.0

I felt that they were a little rude and check in.

Rating:

5.0

My name is spelled wrong it's Laurie Kloss that's all if you could change it that'd be awesome. Thanks

Rating:

3.0

I was told a lock would be in the unit when I arrived. It was not and I had to drive to a uhaul store to be given a lock. Added 30 minutes to the process. Also, the large garage doors to the facility were broken and I had to move everything through a normal door.

Rating:

3.0

I was under the impression there was an elevator to the second floor which couldn’t be found. So I had to carry everything up stairs. Upon leaving the overhead door #12 would close & it was late. General mgr didn’t answer phone. Eventually security was called & they took care of the situation.

Rating:

5.0

Everything was great had it for 5 years and when I move out everything was the way it was when I put it in there ..

Rating:

1.0

I was never able to access my unit or get help to access my unit. On the date of purchase I was unable to access the unit. I tried to call for assistance with no answer. I also tried to speak to someone at the offices attached to the self storage. The person inside informed me that they have "nothing to do" with the self storage and referred me to a location down the street. I went to that location as they were closing and they also said they "have nothing to do" with the self storage location I am at and referred me to call a 1800 number. I called the 1800 number and they told me I need to speak to someone at the location and they also cannot help me. Today I visit the offices again on E washington and a gentleman at the front desk listens to my issue and then slaps a swipe card on the counter. I pick it up and ask "so I should use this instead of my access code?". He respondes "yes" and thats it. I go back to my self storage and I still cannot gain access. I approach the same gentleman at the desk, and he throws his hands up in the air and says "well theres nothing that I can do". I see hes very frustrated so I try to calm him down and I say "its ok. I just need to cancel this, get my money back, and move on". He processes a cancellation (i assume) the slaps two pieces of paper on the counter. I respond, "So this is a cancellation? When should I expect the refund to be processed". He responds "45 days". No one at UHaul could assist me or was interested in assisting me. You have staff that is pretty much non verbal but I cant expect anything different it just seems like communication skills is just not a tool that the gentleman has in his back pocket.

Rating:

2.0

I moved out on Oct 3. Not 11/10. I did the process and left the room clean and then get emails that rent is due. Horrible phone customer service. Had to call back twice due to being on hold for over thirty mins.

Rating:

2.0

I was scheduled for reservations for two units. Given wrong information over the phone. Communication with customers service was not good AT all. Then to make matters worse I was charged for two days for a truck that I only needed for one day. Yes I made modifications to my original contract but called and made more modifications and was still charged! My experience was a total nightmare. And might I add this is not the fist time this has happened to me! I need a unit on the first floor but received one on the upper floor BUT...its not the facility's fault since I reserved on line after hours.

Rating:

5.0

Everything was great Thanks

Rating:

5.0

You should include instructions for the doors for first timers, overall the facility is great and so is service. The complimentary carts are SUPERR helpful and we are glad we went with Uhaul

Rating:

1.0

I asked for a first floor storage for disability reasons and was given a second floor unit with stairs and no elevator so very hard for me to get to it. My passcode didn’t work to get into the building. I needed a 10x10x15 unit and was given a 10x10x7 and all of my things will not fit into the unit. Called to try to get it corrected and kept being put on hold and after an hour and a half of waiting to talk to someone and 2phone calls the facility was closed so I have to wait til the next morning and risk being late taking back my truck the next day. This is the worst experience that I have ever had with uhaul. Not to mention that there isn’t a manager at the place that houses my unit. And I will not even get started on my truck rental. Not at all happy. Worst day of my life!!!!

Rating:

2.0

I had a reservation for a drive up storage unit near the airport and when that fell through I had to utilize 2 separate indoor storage units - this was a lot of extra driving, a lot more move in labor and it looks like it is going to cost more money- so it is pretty frustrating. Also one of the units didn’t have a lock as promised so I had to get one for it. And the unit that was 6’ high - my brother and I bashed our heads on it soooo many times. We had to take everything through the man door because the roll up door didn’t work - and the threshold on the man door made it really really difficult to use the carts provided- so a lot more effort on our part to overcome it. It was also Super hot in there and we didn’t have any water so that sucked. It basically took so much longer to arrange new storage and then go through the more complicated unloading process that we ended up having to return the truck a day late. - which cost me more money as well. I paid more than I was supposed for a location that was way far from the desired area and I had to work 3times harder. If someone from u haul could reach out and talk about how to make this right I would really appreciate it.

Rating:

5.0

I truly appreciate all the assistance from U-Haul Staff and Management they made a stressful situation for me and my family very smooth and successful I am forever grateful to them

Rating:

3.0

Some people I worked with were great and others need help with their customer skills. But that hoses with most every business.

Rating:

1.0

The lights don't work in my unit, the neighboring unit was forcibly entered, the garage loading dock door doesn't work and I can't get ahold of ANYONE, even at the emergency number, period. I've sat on hold for an hour before giving up TWICE. I'll be filling a chargeback through my bank. This is ridiculous.

Rating:

5.0

yall did a good job

Rating:

1.0

I never had a storage unit ○

Rating:

1.0

I have not rented anything for many, many months. Why am i getting this?

Rating:

1.0

AWFUL EXPERIENCE IN IRVINGTON LOCATION WITH MARK AND HIS MANAGER PAM. MANAGER IS MORE UNPROFESSIONAL THAN HIM . COULD NOT ACCESS MY 24 7 STORAGE THE WHOLE 3 MONTHS I HAD THEM . WE RENTED TWO OF THEM . RACIAL SLURS WERE YELLED TO US AFTER OUR 4TH ATTEMPT TO ACCESS OUR STORAGE WITH NO LUCK . VERY POORLY RAN ESTABLISHMENT.WE ALWAYS PAID IN FULL AND ON TIME .

Rating:

1.0

Customer service was very poor didn't tell me where my storage unit was then didn't offer me lockes also the unit was smaller and I had to get units to storage my belongs

Rating:

2.0

The automated process was extremely tedious and somewhat difficult. I would have preferred to use the location a few blocks away.

Rating:

5.0

It's a great place to have storage and as well as a great place to work.

Rating:

1.0

Don't ever go to U-haul moving & Storage On Irvington 6525 East Washington Street. That's the worst place to do business at and with don't go to that place. ! Very --- unprofessional!!!

Rating:

1.0

It was very unorganized. Two locations to get the van. Somebody needs to get things together

Rating:

2.0

I had two units....for 13 months since like every other month I had problem.... that's why I got my stuff out no I'm sorry because you are having problems....plus late fees sometimes

Rating:

5.0

PAM is a wonderful women,works hard and helps others thank u for all your help pam.

Rating:

5.0

I can’t say how much the store manager/owner helped me. I needed a large van for one week to hold my belongings while I was displaced out of my home. She (Pam) was able to get me a van when there was A mere few hours allowed in Indianapolis. That’s not where the customer service stopped. Days passed and time to move in. Except, I forgot the key to my lock. Now I went to U-Haul thinking bolt cutters. Nope. Not allowed on property. However, she called several retailers in the area asking and found some. She said I was on my way and the truck was mine. I am so thankful she went the extra mile to help me move in.

Rating:

5.0

great folks. explained reality very well

Rating:

5.0

Return staff were very funny and made the experience enjoyable

Rating:

1.0

Had an issue when picking up vehicle, called customer service and filed a complaint or grievance. Received an email about it But nothing else, nothing. No phone call or not one more email. Then dropped the truck off a bit before 12pm and all the computer systems were down, literally could not tell me anything, no total, nothing once again. I have always used uhaul and normally have had a good experience, this one was Not at all. Expected a lot more from your company. My first issue still has not been handled and now afraid there will just be more issues to come. Please help or anything. Thank u for ur time and help

Rating:

1.0

I requested a call to file a complaint and was told I would get a call and still have not to this day. The ridiculousness of the services I received were totally unexpected as I chose Uhaul thinking it was a noteworthy company that would cater to their customers but this is furthest from the truth. The company changed my reservations and the only way I found out is because I contacted them regarding payment. The guy I spoke to actually stated: "we look forward to you ruining a moving experience for another family". This was all over an hour of time that was not my mistake. The gentleman I spoke to was rude and anything but professional.

Rating:

5.0

Well I set up a reservation and there was not a truck available for use at my scheduled pickup time. I had to go clear across town to pick up a truck which added to my mileage. Not happy about it. I have to say the employees at the Michigan road store were very helpful and gave me a credit but still I have to say three my whole day off and added to my mileage

Rating:

5.0

The employees at this location were great. The truck was clean and well maintained as well.

Rating:

5.0

Great customer service, very informative. In and out with rental vehicle super fast!

Rating:

5.0

No smoking in the truck, the truck was clean but it smelled like smoke.

Rating:

1.0

The biggest truck is what I rented. It leaked water inside, and it had been caulked across the box of the truck. I used 5 buckets to catch leaking water. I do have pictures of this. Trying to get compensated some monies back is next to impossible. People at Uhaul where I rented could not help me but obviously they knew about leak. JUNK TRUCK, I have a picture showing the box itself was sideswiped.

Rating:

4.0

More area/space for trucks and trailers and more inventory, but I hear that’s already in the works.

Rating:

5.0

This location is very, very unprofessional. They are very profane and obscure without care. However; they are very friendly and welcoming. They will help you get what you need even if it is a nuisance to them. The truck i rented was like a brand new truck very well maintained, didnt stink. If i ever need one again i know who ill be coming to.

Rating:

5.0

I would recommend contacting the central reservation center to reserve a vehicle and speak with a person. Receiving text messages with order, contact, and location information was very helpful.

Rating:

1.0

I was told if truck was back by 3 am i wouldn't be chatged a second day, but when i did check in with my phone, that was recommended, i was. I WAS! I went to speal to them and he said i was charged the second day because i used phone. I will never rent from uhaul again and will slander your company every chance i get.

Rating:

5.0

The entire thing went smoothly. Have a customer to that store forever. Pam is a great employee and went above and beyond.

Rating:

2.0

They need to fill the trucks with gasoline and have the customer replace it back to full. They're system is silly and uneducated in the fact that you have to literally guess and hope that you make it to the exact amount prior. Because if not, they don't reimburse you or they'll automatically charge a fee if it's just a tiny bit below a quarter. JUST FILL THE TANK AND HAVE PEOPLE RETURN THE TRUCK BACK TO FULL. I had to stop and get gas on my way from this location to my place because they didnt have enough gas. It's ridiculous and if I'm paying to borrow a truck it needs to be filled with gas.

Rating:

3.0

The lady doing my rental seem like she had an attitude. She ask me the same question 3 time then got upset when I asked her why did she ask .e the same question 3 times. I will never go there again.

Rating:

1.0

Quit trying to scam people. When dropping it off, we were told that they were going to charge us 3 times the amount that we had paid to rent it. Then someone else came out and changed the story. We filled it up with gas to the "F" but there was a line after the F that they said it should have been filled to. So we got charged for that as well. Not happy with the experience with UHAUL.

Rating:

1.0

Make sure the customer leaves with the equipment requested for their move. This location caused us some very serious issues by giving us the wrong information over the Internet. After flying to another state I was not able to get the equipment I needed. Also the movers that you recommended did not load our van properly so that everything would fit and we ended up reloading our own van. it appeared they were in a hurry to get to their next job. I was very displeased with their work. I use your company a lot but I was very disappointed with the encounter at this location.

Rating:

1.0

Although the truck was gross and reaked of cigarette smoke that is far from the biggest problem. The manager, Pamela, made it abundantly clear that she does not care about the customer at all. The man in front of me was upset because he was not given what he ordered. She basically told him tough luck and told him he could go somewhere else. When the man said he'd write a bad review her response was "wouldn't be the first time" - and when I went and read the reviews she wasnt lying. Multiple 1 star reviews all saying the same thing- That Pamela is awful. She was rude and condescending to me when I asked if I could drop off the truck at another Uhaul location and did not honor the pick up time I had called ahead and made. She also belittled her employee when he was having trouble with the computer. I've have never encountered such a nasty person in a management position before. I dont know if anyone from Uhaul actually reads this but if there is please understand this: Every customer that goes to this location is a customer you will never have again.

Rating:

5.0

She showed me her trucks and they were all super clean.

Rating:

5.0

Everything went well. Trailer was in excellent condition. No problems during the 700-mile trip. Trailer brakes worked just as the should.

Rating:

5.0

All tires were down to the safety marks. That was a worry. Other than that, the truck was fine. Better than expected.

Rating:

5.0

Very pleased and your service representatives were very helpful, knowledgeable & respectful.

Rating:

3.0

The gas gauge is the truck was not working showing I returned the truck with 1/4 tank of gas when in reality it was full but I was charged $35 for gas!

Rating:

5.0

Key hung up some times. Had to wiggle key.

Rating:

5.0

Mrs Pam and her staff were excellent very professional!

Rating:

1.0

The lady at the counter was RUDE. Said we had to bring it back within 5 hours not 24hrs. Never looked at us in the eye. And was very short has lack of empathy towards disabled individuals. At the end. We were asked to mop the floor of the trailer because it had dust on the floor. It wasn't event dirty!?! Literally felt like I was doing the guys job. Completely lazy and fouled mouth employees.

Rating:

1.0

Filed complaint

Rating:

1.0

Under staffed. Waited 1hr 15 mins to my vehicle. Your system was down and slow

Rating:

1.0

My final price was not well explained. I was told “we’ll be charging you $50 for excess miles” without being told an actual total. The website listed my reservation as $120 for two days and 152 miles, and I drove 156 miles. When I disagreed with the check in personnel I was told “well you’re just going to have to pay the charge and y’all to corporate” instead of receiving any explanation. Would not recommend this location

Rating:

5.0

Maybe just hire some extra people.

Rating:

5.0

More help in the store

Rating:

5.0

Pam at this location is GREAT

Rating:

5.0

The best staff and GM I have ever met.

Rating:

5.0

Corporate office called me twice. Once to confirm my order and the second to switch my vehicle and change my location when it wasnt correct

Rating:

2.0

Employees are trash and uneducated. Should be fired and new ones hired.

Rating:

5.0

Renting the equipment was slow, having a sign stating what you need would speed up the process

Rating:

1.0

Staff was arguing, location was significantly understaffed. After returning trailer with employee and being told to go, did not receive confirmation and then received call next day saying trailer was not returned.

Rating:

3.0

Jeff was very helpful even when they made a mistake on the truck. There was another guy that had terrible customer service skills. Wish I saw his name.

Rating:

4.0

I had a good experience with this location. The lower level employees are very friendly and nice. Service is a little slow but it is a fairly busy location. The guys on site even helped me carry empty totes and dollies to the truck. If you need to rent a truck this is a great location.

Rating:

3.0

I rented a 26 foot box truck. The exhaust gas leaks into the cab and there's something wrong with the front end. If you went over 50 miles an hour it shook real bad

Rating:

3.0

GOOD

Rating:

5.0

Very nice staff!!!

Rating:

5.0

Quick in and quick out, great service!

Rating:

1.0

charged again after final bill was received and emailed to me then look at my account more money taken out pissed off

Rating:

2.0

The customer service was poor and I felt that they could have been more helpful other than.."oh well we can't fix it" Also very insensitive to customers concerns.

Rating:

5.0

good job

Rating:

5.0

Very nice and helpful made sure I understood and asked if I had any questions

Rating:

4.0

Nice ppl there. Good service.

Rating:

5.0

folks always helpful!

Rating:

5.0

Thanks !!!!!!!!!!!!!

Rating:

3.0

Almost all my wooden furniture began to get mold on it.

Rating:

2.0

Mice feces all over my property and they chewed through my bags and one of my mattress. Also dead nice found in my unit