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.
This location is a huge time sync. one poor guy is trying to take care of 6 people. He is wonderful and very helpful but the wait it too long. This is a constant problem at this location
Greg R
Rating:
5.0
Customer service was amazing!
Tara U
Rating:
3.0
Trucks front end was all over and very loose. Tank was not full but at the full line. Clerks were not friendly and acted like we were not customers but criminals.
Very poor
Tim H
Rating:
5.0
Customer did not leave a comment.
Donald D
Rating:
4.0
Customer did not leave a comment.
Tom B
Rating:
5.0
Customer did not leave a comment.
Rick H
Rating:
4.0
Customer did not leave a comment.
Matthew C
Rating:
5.0
Customer did not leave a comment.
Jonah P
Rating:
5.0
our driver Melissa was amazing! Super nice and helpful!
Sheyanne S
Rating:
5.0
Very friendly and informative customer service, great facility, very clean equipment would highly recommend.
Kenyatta S
Rating:
4.0
.
Kristine H
Rating:
4.0
Customer did not leave a comment.
Christopher W
Rating:
5.0
The truck I used may be developing a transmission problem. The engine would rev up to 3200 to 4000 rpms before shifting hard into the next gear. I did inform the staff about it. However, I am a repeat customer of Uhaul and will continue to use you when needed.
Jeffrey A
Rating:
5.0
Customer did not leave a comment.
mark e
Rating:
5.0
Everyone did their jobs well and was very friendly and helpful.
Bryan S
Rating:
3.0
Marina was very helpful and knowledgeable but some of the other staff need additional training.
David S
Rating:
5.0
Customer did not leave a comment.
David F
Rating:
5.0
Customer did not leave a comment.
George S
Rating:
2.0
I declined insurance and roadside assistance due to this being a quick move at less then 30 miles. I was still charged $15 The guy that assisted me I could barely understand what he was saying. When I returned truck I mentioned it to the girl that checked the truck in and she said no worries I will take the $15 charge off but when I got my final bill I was still charged.
MarQuita T
Rating:
5.0
Customer did not leave a comment.
Ronald d
Rating:
5.0
Customer did not leave a comment.
Lubungyo A
Rating:
5.0
Don’t change anything, you’re doing great.
STEPHANIE P
Rating:
1.0
U-haul was dishonest with me, telling me that I needed to pay for 12 blankets as the minimum order and that I needed to return the truck full of gas or I would be charged extra for fuel. The truck I rented today was not full of fuel when I picked it up and I was told that the minimum blanket order was 6. So I ended up paying for filling up the fuel tank at the end of the day and paying $10 for gas I didn’t use. The people in Rockford told me I could not get a credit for the fuel I didn’t use, which is a terrible way to treat your customer. I hate being lied to by U-haul employees.
Paul T
Rating:
5.0
I waited for the installation, and would have appreciated a little better waiting area. It was right next to the door, and so cold air rushed in every time the door opened. I suspect you don't have that many people who wait, but you might consider putting the waiting area just in a different location in the room.
KERRY K
Rating:
5.0
Customer did not leave a comment.
Rick H
Rating:
4.0
More employees esp during weekends which are the busiest days to improve customer service
Lenida p
Rating:
5.0
Nothing really ..clean trucks..great service and the store was very clean..great employees at this location.
jacqueline c
Rating:
5.0
Customer did not leave a comment.
Crystal A
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Michele A
Rating:
5.0
Customer Observation and Recommendation: Although rentals are quoted at a "per day" rate, representatives seem to prompt the customer for lesser hours initially (ex. 6 hr trailer return). This only seems to benefit U-Haul. I would suggest that an incentive be considered to allow customers to return equipment early, but to compensate them with a credit toward future rentals as an incentive. This would seem like a win/win for both parties.
Joe D
Rating:
5.0
Customer did not leave a comment.
louise c
Rating:
5.0
Customer did not leave a comment.
Greg T
Rating:
3.0
People were friendly. Hooked up trailer and they knew my tail lights didn’t work or side makers. They were fine knowing turn signals and brake lights worked. One tire had shifted belts and leaked constantly. I had to fix trailer lights for them before I left town and had to stop every hour or so to fill up the tire
Colin B
Rating:
5.0
Staff was very helpful, the trailer was in good condition and was perfect for our trip.
Rock H
Rating:
5.0
Customer did not leave a comment.
Bobbie A
Rating:
3.0
Store is chaotic and disorganized - not clear who can help and who is hanging around doing whatever. Online reservation process works well.
PATRICK L
Rating:
5.0
Customer did not leave a comment.
Bobbie A
Rating:
5.0
Customer did not leave a comment.
Tom H
Rating:
5.0
Customer did not leave a comment.
Crystal A
|
First Impressions
Rating:
4.0
I have called about the lack of heat in my truck. The heat did NOT work and it was freezing while driving. I am still waiting for someone at your main office to contact me about restitution for the lack of heat. Dan Branson
Dan B
Rating:
5.0
Customer did not leave a comment.
Bill M
Rating:
5.0
Customer did not leave a comment.
JAMES W
Rating:
5.0
Customer did not leave a comment.
JANICE W
Rating:
3.0
Make sure the trailer has running lights instead of just turn signals
Braelen K
Rating:
5.0
I have to say the girl I dealt with was so Nice and professional you're very lucky to have her
Bill M
Rating:
5.0
Customer did not leave a comment.
Dan F
Rating:
3.0
I reserved a covered trailer for my parents to pick up, they were told by the person helping them that it would not be big enough and they should upgrade. I reserved an $18 trailer and my dad paid over $40 for extra space that was NOT needed.
Fran J
Rating:
5.0
The gate on the trailer I rented was bent
Shawn D
Rating:
4.0
Customer did not leave a comment.
Tim H
Rating:
5.0
Customer did not leave a comment.
Ladarrion W
Rating:
5.0
Customer did not leave a comment.
Keith R
Rating:
5.0
Everything went smoothly and the customer service was great.
Michael G
Rating:
5.0
Customer did not leave a comment.
Karen H
Rating:
4.0
Smooth, easy, in and out. Both in pick up and return. No hassle, which was the way it was supposed to be.
Jerry V
Rating:
3.0
The previous customer left a bunch of garbage in the cab and it wasn’t cleaned out. I HATE picking up a truck that is not full of gas. I repeat, I HATE getting a truck that is not full of gas!!!!!! This is the third time in a row I’ve rented a truck that did not have a full tank of gas. It makes it difficult to leave the truck at the same level.
ROBERT E
Rating:
5.0
Customer did not leave a comment.
Daniel r
Rating:
5.0
You guys rock!
My only "comment" - check the brakes - they feel a little soft.
Have a great day and very much appreciate your store's personal service and execution excellence!
Harry K
Rating:
4.0
Nothing team was 👍
Valerie L
Rating:
5.0
We enjoyed our rental and the customer service we received
Thank you for being there to help us get our belongings moved. :)
Robert E
Rating:
5.0
Very efficient rental center.
Scott P
Rating:
4.0
My only concern was that the radio did not work. Only 2 buttons could be pressed down to change stations. I let the people at the desk at check in know that they did not work. It could have been the cold weather here.
Theresa B
Rating:
3.0
Got there on time at 8 AM on a Saturday morning. There was a guy behind the desk who didn't even acknowledge me being there and was on the phone (and by the fact he didn't say anything for 5 minutes was clearly on hold), and was also more interested in his cell phone at the same time than a customer. I stood there for 10 minutes before he hung up. By then there were four more customers behind me. He could not have been less interested in me or my business if he tried. I have done business with this location before and never experienced this level of miserable service. Not a good experience at all.....!!!!!!!
Charles B
Rating:
5.0
Great staff! They deserve a raise, very professional and hard working!
Stephanie D
Rating:
5.0
Great staff experience from pick up to drop off.
Tim D
Rating:
5.0
Both ladies working the store on the Sunday were remarkable and doing everything they could to make things go as good as they could. The temps were unbearably cold (-8F) and they were working very hard.
Paul C
Rating:
5.0
The site was dealing with the challenges of the weather very positively. When the U-Haul App sent me to a truck that was in an unplowed secondary lot and the truck was covered in snow and blocked in by other trucks I went inside to see what they could do. The young women working with another customer greeted me and as soon as she finished with the other customer she quickly found me another truck and pulled it up for me to take.
With that said, I was very disappointed with the U-haul App. I have used it before without trouble but yesterday I could not get any steps to work. The process of taking pictures of my license without holding it was absurd, the process of someone calling my alternative contact to verify they would be my alternative contact was absurd. When I tried to return the truck and selected Return my Truck it kept taking back to the page where I select return my truck. I finally went inside again and the gentleman working the desk was very friendly and responsive and got me checked in with no issues.
ROBERT R
Rating:
5.0
They took care of taking care of everything! Very happy with the results.
anthony h
Rating:
5.0
Quick and easy, very simple process in and out quickly. Return was even easier
andrew g
Rating:
5.0
Can't ask for anything different truck was ready Staff very helpful.
Jacqueline C
Rating:
4.0
The last time I rented a Uhaul truck, I was driving to Rockford from Ohio. The person in Ohio took 5 minutes to go outside and show me where all of the controls/buttons were. That did not happen here in Rockford. There is a message taped to the dashboard with instructions to disable the tow/load option in snow. It was snowing when I drove it back, but I could NOT find that button!
I’m a short 79 year old woman and getting into the truck was horrible. To bring it back, I carried a step stool out to the truck. It would be good customer service to offer a step stool to people to use. I will rent from Uhaul again if necessary.
Diana W
Rating:
4.0
Customer did not leave a comment.
GARY L
Rating:
5.0
Customer did not leave a comment.
Elizabeth D
Rating:
5.0
Customer did not leave a comment.
Kurt W
Rating:
5.0
Customer did not leave a comment.
Carmen O
Rating:
5.0
Good service. Will return.
Stanton G
Rating:
4.0
Customer did not leave a comment.
Linda C
Rating:
5.0
Customer did not leave a comment.
Gina H
Rating:
5.0
Customer did not leave a comment.
Kirt C
Rating:
5.0
Customer did not leave a comment.
Brent M
Rating:
5.0
Fix your app
Donald W
Rating:
5.0
Customer did not leave a comment.
kawascki K
Rating:
5.0
Great service.Friendly staff. I use this location quite often.
Mike J
Rating:
5.0
Justin..marina..Kyle are always very helpful and explain things very well there's so many details in renting a vehicle
TIM K
Rating:
5.0
Dropping off the trailer was a breeze. The lovely young lady that checked me in was very polite and professional. Everything done in 5 minutes. Very nice UHaul location.
James G
Rating:
5.0
Customer did not leave a comment.
romia h
Rating:
4.0
Customer did not leave a comment.
lee h
Rating:
5.0
Customer did not leave a comment.
TIM K
Rating:
5.0
Customer did not leave a comment.
Maikel F
Rating:
5.0
Thank you for the excellent service.
ray r
Rating:
5.0
Customer did not leave a comment.
Tonia K
Rating:
5.0
Customer did not leave a comment.
Anthony W
Rating:
5.0
Customer did not leave a comment.
Vitas S
Rating:
5.0
Customer did not leave a comment.
Diane P
Rating:
5.0
Customer did not leave a comment.
TIM K
Rating:
5.0
This location is great! Thank you for making my truck rental an easy and smooth experience!
jennifer p
Rating:
3.0
terrible!! 1000 mi moving project.
UHAUL truck product.......reservation incorrect, malfunctioning truck, 12 hrs of phone calls to ROADSIDE ASSISTANCE with poor service and resistance to replace. luckily, not on roadside.
next morning, u-rent co, another truck. subsequently, no problems.
36 hr later upon arrival, charges for malfunctioning truck. CONSISTENT.
Corporate culture is profit focused and NOT client friendly. Improvement unlikely.
Bruce W
Rating:
5.0
Customer did not leave a comment.
TIM K
Rating:
1.0
Better customer service and a better truck. This truck was so torn down
Shanquita W
Rating:
1.0
The trailer was obviously not inspected upon return. The straps were broken and unusable on the auto transport I used. Which caused me to use makeshift straps because I did not have straps with me. Which caused damage to the vehicle I was towing.
Dennis C
Rating:
5.0
Customer did not leave a comment.
Alana H
Rating:
5.0
Customer did not leave a comment.
tim G
Rating:
4.0
My storage unit was not cleaned it had mice or rat droppings
Vanessa S
|
First Impressions
Rating:
3.0
Over charge me twice
Jackie H
|
Overall Experience
Rating:
2.0
Customer did not leave a comment.
Kyatana H
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Heavenly S
|
First Impressions
Rating:
1.0
I was very frustrated and upset I asked one of the employees if I could store my freezer chest inside the locked doors temporarily until the next day after we rented 2 lockers and the manager had my freezer chest thrown away and I had personal items in my freezer chest
Dan K
|
Overall Experience
Rating:
5.0
I use the U-Haul on forest hills In Rockford Illinois very often and I find all of the staff members very friendly, very knowledgeable, and very helpful,
VANESSA H
|
First Impressions
Rating:
3.0
I liked the general manager, I do think he did the best he could with the staff.The unit was safe and secure. A few times I was in there I heard casual swearing by the younger members of the staff, which with a young child in tow isn't the best environment, The interior climate controlled unit was only accessible during the office hours, but it's advertised as 24 hour access. There needs to be a door installed to allow the next person to access the unit or be billed accordingly. Also, there was a lock on the unit door handle to which no one had a key. This wasn't the padlock, this is the door handle lock. When the lock was accidentally triggered during unloading, I had to pay for a locksmith to open the unit because I was told it would take U-haul up to 3 months to get it opened due to red tape or I could just pay for it. Justin did help lower the cost of the rental truck to clean out the unit, so I do appreciate that. Overall, the experience will not excite me to rent with Uhaul again. I have a unit with one of your competitors and will likely stay with them in the future.
Adam B
|
Overall Experience
Rating:
5.0
Staff there are great, Justin was extremely helpful.
Latosha P
|
First Impressions
Rating:
4.0
Customer did not leave a comment.
Janina M
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Alisha H
|
Overall Experience
Rating:
5.0
Very helpful and friendly team at this location!!
Lonnie H
|
First Impressions
Rating:
3.0
Customer did not leave a comment.
LINDA T
|
Overall Experience
Rating:
4.0
The move-in staff in the morning was very accommodating and wonderful and very much helpful. In the afternoon it became more of an issue when I had a few questions for the afternoon crew and really didn’t get any answers. I was disappointed also that there is only one reserve unit for us even though I had reserved three, but I am thrilled when I do have his climate controlled.
Adam B
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Dianna H
|
First Impressions
Rating:
5.0
Five Star
David E
|
Overall Experience
Rating:
1.0
Bunch of kids running a s**t show. Restrooms are filthy, facility is grossly under maintained, yet fees increase regularly. Should replace hand towels as often as increasing rent. Not gonna miss anything, will do my best to spread the word.
DEAN H
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
China W
|
Overall Experience
Rating:
5.0
Didn't have any problems at all. Very convenient.
Mary C
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Marty A
|
Overall Experience
Rating:
2.0
The majority of our belongings were ruined because of mice feces and mice urine. Disgusting and will never use Uhaul again.
brittany c
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Paul G
|
Overall Experience
Rating:
3.0
The storage space was rather expensive. The best thing about it was it’s on the first floor and by the door in the back of the building. However, you can only access the storage coming through the front door and walking to the back. The hours are not good either since they close early evening.
pamela r
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Mary C
|
First Impressions
Rating:
5.0
Justin Ring and the team were great! They were able to accommodate my last minute move with ease. I would highly recommend Love's Park Uhaul for all of your packing, storage and moving needs.
beverly p
|
Overall Experience
Rating:
1.0
I’ve come back to this uhaul over & over for years.This time they charged me 20.00 for gas &I only drove about 5-8 mls. ( just in loves park)the line was under full when i got it & still was charged!
Kimberly G
|
First Impressions
Rating:
5.0
Your 800 service really needs help, marginal at best.
Jarl P
|
Overall Experience
Rating:
4.0
I did not have any problems with this facility. The Customer Service people at the desk were all freindly and hellpful
Peggy S
|
Overall Experience
Rating:
5.0
Awesome
Tony R
|
Overall Experience
Rating:
4.0
Of all my experiences with Uhaul over my U-Box process, the Uhaul of Loves Park was the only place that was helpful and went above and beyond.
Janna S
|
Overall Experience
Rating:
5.0
Each one of the Staff that assisted me were kind, professional, and shared great moving ideas. As a business owner myself, I would be pleased to have any one of them work for me.
