Customer Reviews for U-Haul Moving & Storage of Owings Mills

Rating:

5.0

N/A

Rating:

5.0

Good service

Rating:

5.0

Everything was great

Rating:

3.0

The 24hr checkin/checkout process is unreasonably rigid. My appt to pickup was at 6:30, but the employee was busy (not his fault) and I didn't actually get the trailer signed off to roll out until close to 7PM. However, I noticed when I returned it, that the app said I needed to have it back by 6:30 in order to prevent being charged. 1. That includes waiting for other customers to move out of the way, parking it back in its spot, logging into the app and taking photos and THEN the clock stops. If you're tight on time like I was, the half hour lost at pickup and 45 minutes at drop-off adds up! 2. It was dropped off on a Sunday with no one there. Again, why so rigid U-Haul? No one else can rent it until Monday morning anyway. I didn't love that I put feedback in my drop-off that the brakes were spongy and no one reached out to ask if there was a safety issue or to confirm that I was okay

Rating:

3.0

My biggest problem was with U-Haul. We had made a reservation two weeks ago at another location that was much closer. Then we were told they didn’t have a truck and we needed to go to this location which was much further away (20 minutes). This resulted in us paying way more for mileage then we anticipated.

Rating:

5.0

The staff was very friendly. We rented the 15' truck because there was a ramp; however, when unloading our belongings in the U-box, the operator showed us how to properly use the ramp. The move still happened, but would have been easier if we had received a short explanation how to use the ramp at the beginning when we picked the truck up; similar to how stewards on an airplane shows how to use the drop down oxygen and where the emergency exits are at the beginning of a flight..

Rating:

5.0

One Word… EXCELLENT

Rating:

5.0

I had a great experience. Transaction was quick and easy.

Rating:

5.0

The facility was clean appealing. The representatives were professional knowledgeable and friendly.

Rating:

1.0

The manager Brad Mayhan should be fired. His customer service is terrible. Won’t be renting again.

Rating:

5.0

I wouldn’t change anything at the moment, personnel was really polite, was explaining of my account regarding an e-alert and handled the matter with superb service. Really enjoyed this top tier service. 😊😊😊😊

Rating:

1.0

I reserved a 20’ truck well in advance. I got to the location 15 mins. before my schedule pick up. Three 20 footers & one 24’ truck was on the lot. Mr. Brad (Manager) advised me that the truck I reserved was not back & the other 3 trucks were reserved by others. Better yet, he said I was the second person on the reserved list and the three 20 footers & one 24’ truck that was reserved for someone else. He said he called me earlier & I received no such call. He gave me a 10’ truck & a trailer which cause me multiple problems while moving. I want a total refund and I’m complaining that Mr. Brad shows unfairness & favoritism on how he deals with customers who plan in advance. This ordeal was ridiculous & mismanaged. You need a Manager at the Owings Mills location who is fair towards customers. When I reserve a 20’ truck in advance, either you have it or you should get me to a location that can help. I’m sure other locations had 20’ trucks that were available. Again, I request a total refund

Rating:

5.0

Well prepared and great customer service..

Rating:

5.0

Easy process. Thanks

Rating:

3.0

My itemized statement had 24 blankets and a furniture dolly that I never ordered. When I got into my rental truck, there was 1/8th of a tank of gas. I didn't plan on filling up before I drove.

Rating:

3.0

There was only one person at the desk, which meant a lined formed and people weren't attended to when someone had specific questions or issues. Seems more than one person would be behind the desk. The national system went down a couple of times that day, though in the moment that I was renting, it was working. However, when I tried to process the truck (take and upload pictures, confirm information) it went down again, causing me to lose nearly an hour , on a scorching hot day, with two people (including my 90-year-old mother) waiting. The person attending me (Brad M) was very helpful and when our plans changed gave us an additional 100 miles of free milage. It would have been better and more transparent to know the maximum fee milage per 24-hour period ahead of time.

Rating:

5.0

Overall experience excellent customer service excellent my equipment was not blowing cold air. It was warm air so it needed Freon and also the oil life was down to zero that was the only problems I had everything else was great thank you sincerely, .

Rating:

5.0

Clearer understanding of different add-ons to choose from.

Rating:

5.0

The person that assisted me for my rental, Diamond, was awesome! She was professional, courteous, and extremely knowledgeable and helpful!!

Rating:

5.0

The Cranberry Sunoco location in Westminster that I had originally arranged the rental from was unable to provide the equipment because someone didn't return on time. So I had to waste an hour going there and back to the Reisterstown location. Moving helpers standing around waiting .

Rating:

5.0

The staff there is great the store is very clean and the trucks were in good shape definitely will be coming back to this location !

Rating:

2.0

The wait time to be serviced was above 15/20 minutes. One of the third party vendors for moving help recommended walked off the job

Rating:

1.0

First I arrived I asked for information about the van the service was terrible a bitter gentleman sour information. when I returned to pick up the van a gentleman was kind the second. then when I returned to deliver the van another person grabbed was not friendly they work without will and with the client they take out their courage from home

Rating:

5.0

A plus service, quick, helpful, fully stocked moving supplies

Rating:

5.0

Nanjing was friendly and helpful.

Rating:

5.0

N/A

Rating:

5.0

Nothing, it was more than expected.

Rating:

5.0

Great staff. Very helpful

Rating:

5.0

Continue providing the superior customer service that we experienced today! We Love UHaul as you made it fast, easy, and affordable to move our whole house, We got to choose the tools and scale of the accessories, including dollys, packaging, and more! All in one place! And the web application was solid, fast, easy, and helpful!! ❤️❤️❤️❤️❤️

Rating:

5.0

Customer service was great on the pickup and return. Very friendly and helpful staff

Rating:

5.0

Rhonda is great. Friendly, professional and informative. She took the time to answer all my questions when she delivered and picked up my U-Boxes,

Rating:

4.0

none

Rating:

1.0

Passenger side front tire had absolutely no tread on it. It was an illegal tire. Also the passenger side window washer arm was competely broken. This truck was a dangerous peace of SHIT. It should be immediately taken out of servis. And then I was reguired to return the truck to a location 20 miles past the end of my trip. This is a horrible to treat customers.

Rating:

5.0

Very courteous staff, helped with all of my questions, great job

Rating:

3.0

The self-serve key location is too far from where the vehicles are. This truck need serious maintenance. The steering is loose and sloppy which makes the truck difficult to control. The engine mis-fires and sounds like a diesel truck. The transmission does not shift correctly causing the engine to over rev.

Rating:

5.0

nice and helpful friendly people

Rating:

5.0

All good. Excellent condition - clean and easy process. Return was too. We dropped off while you were closed but saw the bill the next day and the process was easy. TY!

Rating:

5.0

There is none went great

Rating:

3.0

One man at the location. Computer system down while waiting to complete rental process.

Rating:

3.0

The customer interaction should be more inviting rather than transactional. Felt cold.

Rating:

4.0

Quicker checkout and system. You nwas not able to checkout and I want to make sure I’m getting charged properly. They guy told me he couldn’t check me out because he was getting off. If he took action I wouldn’t have got caught there waiting for system to come up.

Rating:

5.0

Though I received a credit, the vehicle I received had very little gas in it. That worked fine for me because I was only using it for a short distance. I don’t think it’s a good idea to have a vehicle very low on gas and expect the next customer to fill it up before use.

Rating:

5.0

Nice big facility. Makes drop off easy because you drive in straight (I had a 26' Truck and a 18' Toy Hauler), no backing up complex parking. Check in folks are outside, and you are in and out in 5 minutes.

Rating:

5.0

See comment above regarding getting the truck serviced.

Rating:

5.0

The vehicle only had one quarter tank of gas at pickup.

Rating:

5.0

Great customer service. We were greeted as soon as we pulled into the lot. The young lady went over my charges and thanked me for choosing U-Haul.

Rating:

5.0

Easy transaction

Rating:

5.0

All the drivers and people I spoke to on the phone were very helpful and professional. Dan, one of the drivers in Maryland was especially helpful. He really cares about his customers. GREAT CUSTOMER SERVICE DAN!!! One of the boxes had a damaged door. Clearly it had been a problem before. The pickup driver (Dan) had to secure the door for me. I let the person know that I spoke to on the phone regarding pickup after we unloaded in Florida, that I couldn't secure the door. She said she would try to take it out for servicing.

Rating:

3.0

charged me an extra day ($59) for no reason. Contacted customer service and they issued a refund. Very small signage to indicate where to drive truck into for returns. Could not see signage from road. Made us return to main road to make dangerous u-turn to correct entrance. Needs new, bigger signage.