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

Rating:

5.0

The employees do an awesome job

Rating:

5.0

the gentleman who helped me made the return process quick and simple.

Rating:

4.0

I have no complaints about this place.

Rating:

3.0

My Rating is based on my interaction with one employee. The employee (Brad) that assisted with my rental agreement in the store was efficient but was without empathy and adaptability. He spoke clearly, and regimentally in a cadence that felt "extremely impersonal" while covering his responsibility to share info with no regards to me understanding. Because of his efficiently canned statements and cold interaction, I left without a clear understanding of the benefit of miles traveled for a reduction in the cost of the rental. If I had driven the van over 100 miles I would have paid 49cents vs 99cents per mile. I returned the van with less than 100 miles traveled by 13 or 14 miles by not utilizing the vehicle for one less trip than planned, trying to keep the miles under 100. The cost savings on the rental would have been significantly less had I understood the policy. My initial interaction at the store would have caused me to not use this location, if possible, in the future but upon returning the vehicle the attendant (Diamond) was extremely pleasant, helpful, and understanding about my frustration. My other concern was that the reservation was scheduled for 9:00 but since I was dropped off at the location earlier than the reservation was scheduled, I waited around with no communication with any attendant, (although Brad saw waiting) but continued a conversation with another gentleman (that I witnessed leaving in his personal vehicle) while I walked around the store waiting until I had to sit down in a chair. I actually felt uncomfortable being in the store with no employees being there and I walked back outside to make sure Brad saw me. Brad eventually appeared in the store with no apology for my wait, which made me think there was no obligation to provide service until my scheduled 9:00 appointment. I was serviced before 9:00. I thought it was peculiar that when Brad came into the area where I was sitting, he walked to another counter and began to process the rental agreement, and he never said "let's take care of your reservation over here" at another counter... At the return check-in process there was update in the scheduled return time to 8:30 that I was not aware of. I was willing to drive the van around for a while to cover going over the 100 miles to save myself some money, but Diamond shared that the van was scheduled to be returned at 8:30. I was working under the guise of my returning the van at 9:00. As retired logistic manager I witnessed multiple instances of "missed goodwill building" between Brad and myself. Thank Goodness for Ms. Diamond. I hate that I spent more money than needed trying to keep the van under 100 miles which I could have easily reached had I used the van as needed with a clearer understanding that traveling more than 100 miles would have been a benefit to me!!!

Rating:

5.0

The process was efficient, so I was in and out within 10 minutes. The staff was helpful and friendly.

Rating:

5.0

The app was down and wasted over 30 minutes of my 4 hour rental

Rating:

5.0

Staff is always helpful and friendly.

Rating:

4.0

Al was very friendly and very helpful making this transaction a breeze.

Rating:

1.0

Dropped off at location, as requested on my receipt. Got a call that I’d be charged extra for dropping off at incorrect location. Called back to get an explanation and was put on hold for extended period.

Rating:

3.0

Not as friendly.

Rating:

1.0

I was overcharged, the General Manager charged me $120 for a dolly I never rented, I asked him to correct it and he said no. I asked to speak with someone above him and he became rude and yelled I am the general manager I am the highest. I had to spend time online finding out who to call, I have been renting uhauls for over 20 years, never had a poor experience like this. Never once thought about using a different company until now, worst customer service. Reminded me of Walmart and that is saying something because nobody comes close to being as poor on service as them. Do better, I will probably explore other companies for moving and truck rentals. This was bad

Rating:

5.0

Great customer service

Rating:

3.0

Long wait time at pick-up. Difficulties getting in and out of location (onto the crossroad).

Rating:

3.0

Kindly sweep the truck before giving it out to customers. The one I had used had so much roaches that I had to spray RAID to kill them and sweep them off

Rating:

5.0

To have more than one person for take care of Costumes

Rating:

5.0

Everything great

Rating:

4.0

The manager was very busy, and so we had to wait. Understandable that he could not be helping us because he was still working on the previous customer. But rather than come in and out silently, it would be nice to for him to say something to us and the other waiting customer, like "Sorry guys, I will probably be with you in 5 minutes".

Rating:

5.0

Great location and friendly staff

Rating:

4.0

My mileage was nearly 30 miles more than what I actually used.

Rating:

4.0

The van I ordered had a mail in the tire and someone had done donuts in the vehicle which messed up the tires. I immediately got switched to a box truck so I was grateful they took care of it

Rating:

3.0

Truck was 30 minutes late and was not filled up.

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,