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.
Great experience!
I love how the company has female staff! I love to see ladies do a job that is dominantly staffed by men! Girl Power!!!
Tobias H.
Rating:
5.0
all is great
Thanks
RICHARD W.
Rating:
5.0
Customer did not leave a comment.
Jose L.
Rating:
5.0
Our experience with Uhaul was great! No issues for an out of state move! Thank you!!
Kristen M.
Rating:
5.0
Customer did not leave a comment.
Frank T.
Rating:
5.0
Everything went smoothly.
I think the rent should be prorated because we only had the containers for unloading 3.5 days yet was charged a full month for the three of them.
Kathleen R.
Rating:
5.0
This location is great! Excellent customer service, clean vehicles and reliable. I'm a repeat customer several times over, this is my location of choice.
Laurie C.
Rating:
5.0
Customer did not leave a comment.
Rich S.
Rating:
5.0
Staff were friendly and very helpful
Dan P.
Rating:
3.0
This experience ended up great. I believe that if I would not have ordered online none of what has upset me would have happened. I ordered a Hitch and installation to happen at the Springhill Mall Facility in West Dundee.
My installation appointment that was set up online when I made my purchase was 9/14 at 7:00 am.
I arrived at 7:00 am and was told they did not have the parts yet. Fed Ex might have them delivered by 1 pm but no guarantee. Both Gentlemen at the front desk ( Jeff & Brandon) were less than apologetic. I feel appointments for the next day should be looked at the day before maybe? Could be a disconnect somewhere?
I got a VM from Brandon at 1:52 saying my parts were there and to call 224-293-4456 to set up an appointment.
On the first call, every time the girl spoke there was a beeping noise that cut her words off. After trying numerous times to tell her that I could not hear her and getting snotty responses. I hung up
On the second call, which was 28 minutes and 25 seconds long. She set up the appointment and then wanted payment which I did online already. Then said she had to do it another way. Waited Waited Waited. Then she tried to look up a direct number for the Springhill Store. Waited Waited Waited. Then she told me that she could not find one and emailed Jeff Jones and I Should be hearing from him.
I heard from Jeff the next morning at 8:50 am set up a drop off at 6:30 am, Dropped my car off with Brandon at 6:30 am with no problems. Brandon called me back at 8:39 am that the Hitch was installed and my husband and I picked it up from two different Gentlemen after work.
Everything looks good so far.
My Complaints/Suggestions
Why did I go there when there were no parts to do the job?
Why was no one sorry that it happened.
Thank you for listening.
Carri B.
Rating:
5.0
Customer did not leave a comment.
WILLIAM M.
Rating:
5.0
Nice
ROBERTO B.
Rating:
1.0
When picking up trailer it was covered in motor oil inside trailer
When looking at 2 other units they were also very dirty inside.
I ended up taking 1 and having to go to a car wash to pressure wash it myself.
Your mop isn't enough.
It made me way behind schedule and my helpers cancel because of it.
Very upsetting
I'd like a call from management since west dundee Illinois location NEVER ANSWER THE PHONE!!!!!
Celeste S.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Thomas S.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
THOMAS S.
Rating:
5.0
Customer did not leave a comment.
WILLIAM G.
Rating:
5.0
The glass on the inside of the windshield was not properly cleaned.
Paul V.
Rating:
5.0
Customer did not leave a comment.
george L.
Rating:
5.0
Everything went very smoothly from getting the shipping container on time, all my belongings were in good condition, and the movers I hired through UHaul were very efficient.
Mackenzie W.
Rating:
5.0
It was a pleasure to do business at this location.
john L.
|
Overall Experience
Rating:
5.0
Nice
ROBERTO B.
Rating:
5.0
Customer did not leave a comment.
TODD G.
Rating:
3.0
A dead mouse was removed from my storage unit when I initially got the unit which I understand. When I moved my items in the next day, there was just an awful putrid smell in the unit. I sprayed some air freshener which helped but I hope my items don’t absorb the unpleasant smell. I will say it’s very easy to move items in with the carts and the staff was helpful when I initially rented the unit.
Nadia V.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Eduardo B.
Rating:
5.0
Nothing - everything went very smoothly and was a great experience
Ronald J.
Rating:
5.0
Both friendly and professional
Jeff J.
|
First Impressions
Rating:
5.0
All good!
JOHN DENNIS K.
Rating:
5.0
U-Haul has truck rental down to a science. They have everything you need for a successful move, and their pricing is very reasonable.
Their staff was extremely professional and helpful.
James S.
Rating:
5.0
All the guys were great. I love using this location.
JONI T.
Rating:
5.0
the staff is always friendly and very helpful.
DIANA H.
Rating:
5.0
Customer did not leave a comment.
ANDREI I.
Rating:
5.0
Customer did not leave a comment.
GIROLAMO C.
Rating:
5.0
Right from the very start of our renting the facility the staff were very helpful and polite. We would definitely recommend your facility to others.
HAROLD A.
|
Overall Experience
Rating:
4.0
Easy access to the units and smooth move-in.
The only less-than-ideal part of the experience were the split-level stairs to the unit, but I needed the 8' vertical space so I couldn't be at ground level where I was limited to 6' vertical.
Other than this everything else was great! Thank you!
Christopher B.
|
Online Move In
Rating:
5.0
Customer did not leave a comment.
JOHN B.
Rating:
4.0
Trailer drop-off and storage check-in were very easy. Thank you.
Joseph B.
Rating:
2.0
The workers were rude when I was doing mobile checkin and they are the ones that left the keys in the car and got mad when I did mobile pickup and I thought they had left the keys in the truck for me because they saw me coming and then accused me of taking the truck even though I did the mobile checkin. Do not recommend.
Keri M.
Rating:
5.0
The first reservation did not have the van we requested and it stated they had it available. We were sent 20 min away to this location which was excellent!! However we had a bad experience with the 1st place this 2nd springhill location was quick and very professional.
Eddy E.
Rating:
5.0
The drivers in both drop off and pick ups were awesome to work with.
Susan B.
Rating:
5.0
Customer did not leave a comment.
Mustafa R.
|
Overall Experience
Rating:
3.0
My husband returned the rented trailer at the time when the staff was LITERALLY leaving and locking the door. No one offered to help him or stay back to return the product. In the meantime, a torrential down pour occurred as he was taking a picture of the returned trailer for the mobile return process. AND now his iPhone doesn't work due to water damage!!! Selfish staff caused far more damage than the cost of a trailer rental. We will be pursing the damages.
ADAM K.
Rating:
3.0
Provide direct lines to individuals at UHAUL for each step of the process (delivery, transport, pickup). It was a bit frustrating to wait on hold for 20-30 mins every time I needed to contact UHAUL about my reservation. However, once I did contact someone they were always friendly and helpful.
Bailey Z.
Rating:
5.0
Customer did not leave a comment.
Hari Babu K.
Rating:
5.0
Customer did not leave a comment.
rita W.
Rating:
5.0
Always a great team - Tyler and his crew make pick-up and drop-off so easy.
Philip P.
Rating:
4.0
We were impressed with U Haul service. The drivers were excellent.
David B.
Rating:
5.0
Customer did not leave a comment.
Kellie S.
Rating:
5.0
Customer did not leave a comment.
MICHAEL S.
Rating:
5.0
I wouldn't change a thing.
Karen S.
Rating:
5.0
Customer did not leave a comment.
Jill N.
Rating:
5.0
Excellent service
tom P.
Rating:
1.0
Illinois U Haul was near perfect. Excellent communication. On time drop off and pick up. Florida U Haul was awful!! Boxes arrived 2 days late on a flat bed with a ramp and only after numerous phone calls and pleading. I had people fly in to help me unload so I really needed the boxes when originally promised. Picked up was a day late. No compensation whatsoever was made. :(
Connie R.
Rating:
4.0
Customer did not leave a comment.
MOISES G.
Rating:
5.0
The staff person to set me up friendly, competent, and just a pleasant person to work with. Then was in nearly perfect condition— excellent for a moving van. The price was good and the storefront was clean and organized
DONALD R.
Rating:
5.0
Customer did not leave a comment.
Mark M.
Rating:
5.0
Customer did not leave a comment.
JAMES A.
Rating:
4.0
Customer did not leave a comment.
Michael L.
Rating:
5.0
Customer did not leave a comment.
Charles R.
Rating:
5.0
Customer did not leave a comment.
MICHAEL L.
Rating:
5.0
Customer did not leave a comment.
RICHARD O.
Rating:
5.0
Customer did not leave a comment.
William C.
Rating:
5.0
Customer did not leave a comment.
JAMES S.
Rating:
5.0
Customer did not leave a comment.
LILLIAN M.
Rating:
5.0
Gentleman on shift Thu Eve, Friday Eve rocks
Ladies at the warehouse of U-Box also have excellent customer service skills.
OSWALDO G.
Rating:
4.0
I think the agent should accompany renter and inspect vehicle before giving keys. My truck had a huge dent in the front bumper and I'm glad I noticed it after I got home to report it.
Josephine B.
Rating:
5.0
Customer did not leave a comment.
JAMES D.
Rating:
5.0
No improvements. All went smoothly
GERI S.
Rating:
5.0
Customer did not leave a comment.
ED B.
Rating:
5.0
The self-return experience was a bit missy on an older phone, but on a new phone it worked out just fine.
CHRISTIAN RYAN A.
Rating:
5.0
Can't thank you guys enough for the awesome help!
Guy G.
Rating:
5.0
Customer did not leave a comment.
MARIA D.
Rating:
5.0
Everything went great except when I actually had to interact with the staff.
They were like slugs, I just stood there and finally asked are we done here and they gave me my keys
Teach this young people to talk and interact with their customers, other than that the experience was great.
Linda H.
Rating:
5.0
The contact less pick up app is difficult and confusing to use.
Anne K.
Rating:
5.0
Customer did not leave a comment.
WILLIAM W.
Rating:
3.0
I ended up at this location because the first location in Lake of the Hills did not have the equipment they promised, nor did Lake of the Hills have adequate staffing to handle their customers.
Regional U-Haul located the trailer I reserved in Dundee. They had one, but the tail lights were inoperable due to a wiring problem. A traveling manager apologized for my inconvenience and refunded my rental fee at that location, which was fair.
Walter G.
Rating:
5.0
I was greeted, and assisted by a knowledgeable U-Haul representative. He made the pickup and return simple. Thank you.
JOSEPH K.
Rating:
5.0
Customer did not leave a comment.
Daniel S.
Rating:
4.0
Customer did not leave a comment.
JEFFREY F.
Rating:
1.0
Never picked up a U-Haul at this location
Richard S.
Rating:
5.0
Customer did not leave a comment.
Brett W.
Rating:
1.0
Customer service 800 number is rated at a zero
I had very long hold times.
No one called me the day before pick up or the day before drop off
Both times I had to call and was transferred many times.
I had to start an email trail to get the pod delivered on time.
I still don't see the 24 blankets credited to my account.
elizabeth B.
Rating:
5.0
Customer did not leave a comment.
JAMES L.
Rating:
5.0
All good
Fred S.
Rating:
5.0
Great experience!
Thomas S.
Rating:
2.0
My experience was terrible. My goods was in Illinois and I paid to get it dropped off at my new home in cypress Texas. Once arrived in Texas they told me “they don't deliver to cypress “ I would have to come get it. I was so upset because no one told me this when I made the appointment. I believe they dropped my belongings off at the wrong u hual in Texas. Which was very true. They fix the issue after me yelling and crying on the phone. Once my belongings got dropped off the box stayed at my house for 5 days so inconvenient. I will never do business with uhaul again.
Jacquitta W.
Rating:
3.0
Customer did not leave a comment.
GARY B.
Rating:
4.0
Customer did not leave a comment.
Ashland S.
Rating:
5.0
Took great care of us, wish I had the gentleman's name!!
Thomas C.
Rating:
5.0
Customer did not leave a comment.
Twaneek B.
|
First Impressions
Rating:
5.0
Excellent customer service. All staff very friendly and helpful
Geri Lynn S.
Rating:
5.0
We actually had too many furniture pads but the extras were useful to fill in any gaps or voids in the U-box so the other items wouldn't bounce around.
Thomas G.
Rating:
3.0
Overall it was a good experience. I only had a couple minor issues: 1. I added a placement picture and instructions online but still got the call asking where to put the box.
2. I asked if we could change the pickup date to an earlier date. that was done. but none of the other dates changed until I asked them to be changed too. had to ask to ship it sooner, then had to ask that it get delivered sooner. If you move the first pickup date to earlier, all the future dates should be moved up too. Or at least ask the questions if they should also be moved up.
Jacqueline L.
Rating:
1.0
Your facility was fine your customer service is terrible no one answers the phone when you need assistance after hours.
BERNARD J.
Rating:
5.0
Customer did not leave a comment.
RONALD A.
Rating:
3.0
I had a series of issues with the UBoxes and the delivery to my home. I had to make several calls to customer service, where the hold times are the worst I've ever experienced. They didn't recognize my payment of $3700 and I had to provide receipts of the transaction. The Illinois and Florida locations didn't seem to communicate with each other. The office team at the Pompano location were rude and disrespectful. I ended up finally getting the AGM Ann Marie to assist and getting some resolution. The driver who delivered my boxes to my home on July 26 was very kind and respectful and super efficient and she returned on the 28th to pick them back up.
felicia S.
Rating:
5.0
Customer did not leave a comment.
Girolamo C.
Rating:
4.0
Closer look at trucks being rented out. I was told truck had 7/8 of gas left when the indicator was clearly below 3/4s of a tank. I told the Service Manager to come take a look at it before I drove off. He did and he agreed. The service person who drove up the truck should have checked the gas gauge and reported it UNDER 3/4 full.
JAMES C.
Rating:
5.0
The call center that called to let me know my reservation was moved to a location that's three times as far away as my reservation was horrible. The online reservation experience does not make clear that a particular unit is not available and that you may have to travel. Fix this process. The call with the call center and having to drive that far are things that will make me consider not using U-haul anymore, and I've used your services a lot over the years.
KEITH B.
Rating:
4.0
The apps didnt work for me when returning the truck after hours, it kept asking for odometer photo over and over, i tried restarting the apps and my phone and have taken more than 30 pictures, it just kept going back to the same spot asking me to take photos of odometer. I tried calling for support but i wa on hold for 45 minuted and noone answer. I end up just leaving the truck there without finishing the return process.
FREDDIE M.
Rating:
5.0
Customer did not leave a comment.
Joy P.
Rating:
5.0
Customer did not leave a comment.
FRED O.
Rating:
5.0
Customer did not leave a comment.
Abelardo J.
Rating:
4.0
The trailer I had reserved had bad wiring. The representative at the store did not know that until the trailer was fully attached to my vehicle. It took a long time to diagnosis the problem, but he made good by getting me a bigger trailer for the same price. It would be great to add a lighting check to the check-in protocol so you know if a trailer is able to be rented or not.
Jay T.
Rating:
4.0
Customer did not leave a comment.
Roland M.
Rating:
4.0
1st time using storage facility. Pulled up to overhead door, which automaticly opened. Went to my stoage shed location, and there was a tag fastened to door stating unit was clean and available. NO WHERE ON THE TAG DID IT STATE YOU HAD TO DIS-ARM THE UNIT OR BUILDING ALARM WOULD BE ACTIVATED !!!!! Opened the door to unit to make sure free lock was inside, and alarm was activated. No sign stating where the deactivation pad is located. Frustrating experience for 1st time in facility. Please put a note on the plastic tag attached to empty rental units, stating the Alarm Must Be Deactivated Before Opening Storage Unit Door.
Alanan K.
|
Online Move In
Rating:
5.0
Customer did not leave a comment.
Elias F.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
James A.
Rating:
5.0
Been very pleased!! So easy and convenient to be able to pick up a truck and trailer/container at our convenience, load and take back at our convenience! Has made moving so much easier and less stressful not having to move it all on ONE day!
Samual H.
Rating:
5.0
PRIOR TO RENTING THE U-BOX IN CALIFORNIA, THE STAFF AT THE WEST DUNDEE LOCATION WERE VERY HELPFUL IN ANSWERING MY QUESTIONS ABOUT RENTING AND SHIPPING A U-BOX. iN DOING SO, THEY MADE IT EASIER TO FACILITATE THE MOVING PROCESS IN CALIFORNIA. WHEN THE U-BOX ARRIVED IN WEST DUNDEE THEY WERE HELPFUL IN SETTING ME UP WITH A STORAGE UNIT TO EMPTY THE CONTENTS OF THE U-BOX INTO.
A SPECIAL SHOUT OUT TO THE STAFF MEMBER WHO BROUGHT THE U-BOX TO THE FRONT OF THE STORAGE UNIT LOCATION. THIS ALLOWED FOR EASIER AND QUICKER REMOVAL OF THE CONTENTS OF THE U-BOX INTO THE STORAGE UNIT. THAT EXTRA EFFORT WAS MUCH APPRECIATED.
ROBERT F.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
BRUCE K.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
PATRICIA L.
|
First Impressions
Rating:
5.0
We are very pleased with your service. Thank you very much.
HAROLD A.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
James S.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
XIONG Z.
|
Online Move In
Rating:
5.0
This storage facility are wonderful and absolutely I will recommend this to all my friends. All the staff are very friendly and helpful.
Rosalyn M.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
FRED H.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Richard R.
|
First Impressions
Rating:
5.0
A little &$$$
ELIZABETH B.
|
Overall Experience
Rating:
5.0
You Rock!!!!!!!!
Yonisha W.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Jesse W.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
CINDY G.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
chris o.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Torie K.
|
First Impressions
Rating:
5.0
Brandon is an excellent employee. He made the process easy and enjoyable and seemed to really enjoy his job. Great to see! Would highly recommend this facility
Joseph G.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Maurice H.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Marie K.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
larry g.
|
Online Move In
Rating:
5.0
Customer did not leave a comment.
Virgil W.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
David I.
|
Overall Experience
Rating:
5.0
Excellent sales person!--Alvin Rhee
Walter H.
|
First Impressions
Rating:
5.0
Great experience - nice, clean and new. Fully sprinklered and alarms is a huge positive for people looking to store their possessions.
David K.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Michelle E.
|
Online Move In
Rating:
4.0
A good size , only that needs light.
ESPERANZA V.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Ronald F.
|
First Impressions
Rating:
5.0
Great staff!!!
The entire experience from the beginning to end was perfect. The facility is really clean and organized. I will definitely recommend your storage.
Manuel D.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
John F.
|
Online Move In
Rating:
5.0
Customer did not leave a comment.
Ralph A.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Wendy P.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Monica Y.
|
Online Move In
Rating:
5.0
From our Uhaul containers to our storage unit our service was top notch. We would definitely recommend or use it again.
CHERYL H.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
David M.
|
First Impressions
Rating:
5.0
I was able to manage renting a truck and moving everything in one day. I was also able to capitalize on the 1st month is free offer on the storage unit and successfully moved everything out before the month was up.
brandon e.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Jerome F.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
JACQUELINE M.
|
Overall Experience
Rating:
5.0
Tyler and Jeff went above and beyond
Laura S.
|
Overall Experience
Rating:
5.0
Staff very professionals and everything is easy to understand.
Jorge L C.
|
First Impressions
Rating:
5.0
Great and friendly service. The manager at Spring Hill was very knowledgeable and professional. Great experience overall!
Matthew R.
|
First Impressions
Rating:
5.0
Tyler and Peyton were great and helped me swiftly as I came in right before closing and there were still 2 people there.. Also, each individual space is alarmed and the 2 step entry... Very good secu.
Danny H.
|
First Impressions
Rating:
3.0
The person I spoke to on the phone at the facility did not know a lot. Reserved unit in line.
Stefanie S.
|
First Impressions
Rating:
4.0
The ability not to be able to reserve a unit is a problem that even the attendants there stated.
terry l.
|
First Impressions
Rating:
4.0
Good Service
Charmaine S.
|
First Impressions
Rating:
5.0
Very friendly and helpful. The facility is very clean, well lit and even has a restroom.