Tire sensor was on, they knew it but failed to tell me before going to get in truck. I would like to also comment on the on-line reservation system. I put in a request on a Tuesday morning and on Friday afternoon the day before picking up the truck the location and time had changed. The new location was 1/hr both ways from the location I asked for. The time changed from 8 am to 10 am. The whole situation put me behind by 3 hrs. I don't understand why I could not have been contacted or a truck moved to the location requested. This was a very frustrating situation.
Shawn PCustomer Reviews for U-Haul Moving & Storage of Lake in the Hills
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.
Jalen always provides great service! Definitely a plus for U Haul.
Eugene SSteering gear box had too much play so steering was very unsafe to drive. Front left suspension knocking. Mom’s attic leaked bad in the rain and ruined photos and books that were placed up there.
Sarah FGenuinely one of the worst experiences I’ve had at a U-Haul, the truck was not clean, with clothes behind the seat and food utensils in the center console. The Auto Transport was not hooked up correctly, the brake cable was not attached to anything at all, and the 4-flat wire was literally falling apart and bare wire was sticking out of it. Upon return I was not met outside in the return lane, when I came inside I was told to set down the key and leave. Long story short, the customer service was terrible at this location and I would not recommend coming to it, if you can avoid it.
Elijah RExcellent experience! The staff was very friendly, professional, and extremely helpful. The pickup process was quick and easy, and ordering the equipment was simple and straightforward. Everything went smoothly from start to finish. I highly recommend this place and will definitely do business with them again!
Krzysztof KThe location was fine and drop off was easy.
GARY Omore smaller trucks with ramps
Frank VFriendly and helpful sales associates. Only one issue: padlock provided was not working. My belongings were left unlocked in the truck.
Sue NNo complaints at all!
Shaelyn OThe transaction could not have gone smoother. The small box truck was clean and in great condition. Everyone at the location was very friendly and efficient.
Matthew RFrom the reservation facility to the pickup place this was a great experience
humberto gEverything was easy and convenient. Equipment was in great shape with all lights and brakes working.
Ronald AThe air conditioning only worked half the time in the 90° weather. It was not a very pleasant experience..
Cameron MGreat service , equipment was clean and maintained I would highly recommend this U-Haul
Joel SGreat customer service, on 4th of July! No problem finding equipment on our 250th Anniversary, got equipment early, got my job done early and returned equipment early. Will continue to use this location for my little jobs, like moving furniture too small for a large truck but too big for a car. :).
Vikki BEveryone was extremely professional and knowledgeable about what I needed to move. Everyone was helpful when I picked up the truck and returned it.Great job
CRAIG SCustomer service young lady when we were checking in, spoke "very fast" and was also "a bit soft spoken." Perhaps ask your staff when registering new customers for truck rentals, to speak up...and speak a bit more slowly...especially to customers who are middle-aged or older. She was extremely polite and friendly, but just a tad bit difficult to understand.
ROBERT HThe inside of the truck had coffee spots all around the cup holders..doing it on line was a nightmare. Why go find your truck then walk in and wait for someone to come in and give you the keys? There was no point of the extra steps
Jen DNothing really. The check in on the app took a bit longer than I expected, but that's my own fault. Great experience!
Dennis BOne of the best customer service!!!
RUSTAM UNot great- Almost every truck I’ve tried is worn out and may be dangerous. Have to wonder if I’m gonna get back
Ted ARental truck was clean however was a little outdated. It was running a little wear for tear. Customer service was great in helping.
Angela REmployees were very kind, prompt, and helpful. Truck was clean and drove smoothly with no issues. Store front was clean and organized as well. Thanks!
Ryan OEli was extremely helpful. The facility was clean and organized, and the van was very clean too.
Ryan OMy only comment is that when you made me switch locations, you said you were going to come for me 20 miles to adjust for having to go to a different location. You did not do that. So I feel as though you just gave me lip service.
SHAUN KEverything was good
robert bU-Haul not location need to improve. I was suppose to pick up at different location. Was told this was where the equipment was. And was given no discount. And was given no option of bringing it back or keeping it a one way. And the bring back was more expensive.
Gerry TVery easy to schedule. Pick up and drop off was very efficient. Each team member we encountered at this location was very kind and helpful. Would definitely recommend.
Shannon SEasy peasy every time. No issues and if any, always quickly resolved. Thank you.
Rick HDone with U-Haul.
Daniel KExcellent staff- very helpful and made everything easy. Thanks!
Judy PAwesome
Marek KReturned the truck with a full tank and was still charged for 2 gallons of gas. Pretty ridiculous, the guys in office didn’t come outside when I dropped the truck off to do an inspection, I had to go inside and they were just sitting down on their phones. Doesn’t really matter but if they came out they could have told me they were gonna charge me, the gas needle was on the full line. Anyway to make some extra money I guess.
BRANDEN WThe staff is friendly and helpful.
Carrie HGreat help and service by smart workers. Good smooth trailer with good tires.
Jerry Mquick and easy
Thomas PEmployees were very helpful and friendly.
Gary LThe people at the counter were great! However I originally tried to use the app to get the truck. I already uploaded my drivers license, credit card, etc. then the app asks for a facial scan and permission to use biometric data?!?! Hell no, U-Haul does not need my biometric data (after having way more than enough info about me). Thankfully the staff at this location made completing the rental smooth and easy.
Geoffrey BAfter getting the truck loaded (my wife and I were moving to different states) I got a message on my phone saying my drop off location was being moved due to the original and agreed drop off location had no space. So I had to drive all the way to another town to return my rental. Between not holding up to your end of the agreement and the horrible online check in process I kind of want a refund. I wouldn’t recommend u-haul to anyone after this. The workers at the lake in the hills location were very friendly. You guys made moving a lot more frustrating than it already is. I spent a lot of money to rent a tiny truck.
Jacob POur Uhaul facility is nicely run with great owners. We have a unit and keep coming back.
Anna MTerrific. Easiest drop off ever.
bruce cEasy drop off. Very quick.
Thomas PWhen I picked up truck this morning, Alleia, I think her name was, she was kind and considerate and extremely patient with me helping me go through the pick up process on my phone. She is a blessing. Because of her walking me thru that so well, I was able to smoothly drop off well. I am very thankful for her. Please thank her again for me.
Mickie JIr was overall a great experience, thank you
AZIZ KEverything from pick up to drop off (with the store closed, using the key drop box) went as smooth as possible.
Matthew PThe return using the app was confusing especially at the last step, you can not really understand what the process is done
DAMIAN BNothing - everything was perfect.
Joe SEasy process to reserve, pick up, and drop off the vehicle.
Mike CMy first impressions entering the building was very professional I was greeted. I went through the process with your attendant. It was an easy in and out system. Returning the vehicle was the same way the vehicle was checked in. I received my email with the receipt. The employee was amazing and went above my expectation. I will use this location again.
Gregory CThe associate that helped us was extremely RUDE. We arrived to pick up the truck on Sunday afternoon. She had a big fan blowing on her, coughing, pulling her shirt up over her face. She kept saying I have a perfume allergy and giving us very poor help. My husband and I didn’t have perfume or cologne on. We changed the reservation from a 26 ft truck to a 20 & advised her we would be done with it on Wednesday. She didn’t update the reservation. We had to do that when we returned it. Very frustrating and disappointing.
TAMEEKO MAwesome staff and made the process very simple. I would recommend having a skip all for the extras during the online reservation in the app
Michael ZChris and his crew were incredible. Chris helped me decide the size of a trailer and storage unit for combined items from 2 homes-his solution was perfect. He, and his staff, were kind, helpful and patient. The moving occurred over bitter cold winter days and they were wonderful to me, and the other customers I saw them interact with. I highly recommend Chris, Eli( the crew member I saw the most)and the rest of the crew to anyone needing moving help and advice.
Carolyn S | Overall ExperienceEveryone was very nice and kind. Facility was exceptionally clean and felt very safe as a woman going in and out at any time.
Suzanne C | Overall ExperienceWas thoroughly pleased with storage facility and staff. If need arises; we'll rent a storage space again. Thank you
Gus L | Overall ExperienceNice clean facility, helpful staff. Convenient location!
vicki s | Overall ExperienceWOW. The staff at the Lake in The Hills facility are INCREDIBLY pleasant and helpful. In both renting a truck and setting up a storage unit. I can't remember the last time I had such excellent customer care. Thank you!!
Susan F | First ImpressionsOne of the cleanest public bathrooms I’ve ever seen ! ! ! !
Jerry M | Overall ExperienceStaff was very nice and accommodating. The facility was well lit and secure.
RACHEL W | Overall ExperienceYou have excellent employees at this location. They were always very helpful and kind.
Jason R | Overall ExperienceThe staff at the Lake in the Hills facility were absolutely amazing!!! Chris and his staff always went above and beyond customer service. So polite and eager to help, would definitely recommend them. Thank you again!!!😀
Traci V | Overall ExperienceAmazing ! Easy online move in process, no paperwork. Price is very reasonable also. Well done U-Haull !!
Susan K | Online Move InIt was my pleasure doing business with Chris and U-Haul. I would definitely recommend you guys and would use U-Haul if needed again. Thank you! 😉
Carolina R | Overall ExperienceIt was a pleasant experience from the moment I walked in the door the first time until I returned the keys at the end. Thank you all at this U-Haul
Robert J | Overall ExperienceVery pleased with the facility and the staff.
Michael B | Overall ExperienceVery nice stuff
Robert S | Overall ExperienceVery clean, easy access, online process excelente
Alejandro A | Online Move In