This was honestly one of the worst rental experiences I've had. I made a reservation, showed up just before 5:00 at the Westside location after paying for an Uber to get there, and was told the truck I reserved had already been rented because they overbooked. The attitude I got was basically "tough luck, not my problem." No ownership, no real apology, no effort to make it right. Because of U-Haul's mistake I had to scramble to get a friend to pick me up and drive me all the way to the Cicero location before they closed at 7:00. I got there around 6:45. I was incredibly stressed because I absolutely had to be out of my apartment by the end of the month, and this backed me into a corner even though I did everything I was supposed to do by reserving the truck ahead of time. Then after picking up the truck through the app I found out my contract had been changed to return it to the new location instead of my original one. Nobody explained that or even asked if that was ok. On top of that, trying to get help was incredibly frustrating. I spent way too much time on hold trying to reach a live person. The chat in the app went unanswered (I left the chat after 10 mins of not getting a reply even though my original message showed "READ"), and the text communication wasn't any better. Just getting connected to a real person with a decent attitude felt way harder than it should've been. To make matters worse, I then had to spend another 3 hours fighting traffic to return the truck to Cicero instead of Evanston like my original reservation. That meant more gas, more time, and more money out of my pocket because of a problem I didn't create. The biggest issue wasn't even the overbooking, things happen. It was how it was handled. I was treated like I was the inconvenience because U-Haul messed up. Instead I got bounced around, wasted a bunch of time, money, and energy, and was left trying to figure everything out on my own during one of the most stressful days to have something like this happen. Just a really disappointing experience from start to finish.
Josh GCustomer Reviews for U-Haul of Cicero
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.
I had really good experiences with this U-Haul location really recommend it
jessica sPersonnel were helpful , but the equipment , the vehicle I was given was not working very well, it was hard shifting or not shifting at all. Made it very hard to drive .
Danny VLady with glasses is very rude
nelida gSuper ghetto,
andres vPoor customer service. Long wait time. What I reserve was not available. Because I had to wait the van I request did come late.
Veronica WThey were very helpful and everything went without a hitch (pun intended)!!!
Daniel DMy shortest version. Beyond disappointed. There were 3 attendants at the desk with customers. Only 2 people in front of me and no one behind me. I arrived around 9:15. The system is so slow I did not get my truck until almost 10:30. The customer at 1 desk left only 10 minutes before I did. By the time I was taken there were at least 10 customers angrily waiting. My time at the desk seemed like forever. The attendants and manager were nice. Your system is way too slow. Think it's time for your organization to upgrade. There is no way to tell it all here. I am writing a full letter to corporate about my having to run around to different locations because someone screwed up my reservation.
ANTHONY SPicked Up truck after hours. There was issue with getting approval. Called customer service with over 20 minute wait times. Given wrong information. Call was lost or they hanged up. Customer Service didnt bother to call back. Called again. Entire experience took an hour to fix. As a frequent customer that rents every book, they was the worst experience year to date.
Javier HGreat team, great performance
Darwin ETrain your customer service representative to do their jobs and be more respectful
JASMINE CI was charged an after hours fee when the vehicle was returned before the lobby closed. I had to call and dispute the charge especially since the gentleman that rented us the vehicle told us to put the key in the Return Key Box. That's deceptive if you're going to use that key box as an excuse to charge a customer extra fees when you're well aware that the vehicle was returned on time. Also, the young lady that answered the phone the first 2 times that I called hung up on me. Lack of customer service and responsibility is always an excuse for bad behavior. I appreciate the young lady that assisted me the third time I called. I would recommend U-Haul but not this location. Your customer services doesn't exist, professionalism is absent, and bad attitudes shouldn't be demonstrated at work.
MASHEETTA LHaving more staffing and computer system that doesn't freeze would be awesome!
Benjamin WGreat experience, no problems
Andre WNothing. You guys do a wonderful job. ☺️
BOBBIE WVery helpful!
Lauren HNo complaints!!
DARIUS CVery friendly
fayedora MClean the interior of cab and clean the windshield glass
edwin dGreat service
Louis CWhen I booked the trailer I had to pick it up at a location miles away that I didn’t expect. The service people were helpful but I ended up spending $125 more than expected to rent a trailer that was at my location instead of driving 45 minutes longer to pick up the trailer I had originally rented.
John ZNeed to improve hooks inside the trailer to attach straps to.
Barb SI made a last minute on-line reservation. I thought I would have to wait for my rental however It was ready for me at the specified time I requested. The vehicle was very clean and ready for me. The staff was very professional and explained all features and available options clearly and thoroughly. I would definitely recommend to friends and family.
francisco rThe U-Haul guy was very nice great customer service..Thanks!
BOBBIE SGreat customer service. Friendly employees and very helpful
TERESA MNo comments
SHERMAN MBroken fenders all the time!
OSCAR LTo check the trucks before renting out to people because the truck I rented out was very hazardous and dangerous
Rasheana LGood customer service 👍
william mMy cubes were order on line and no options for that in survey. Overall it was a good option and great experience. My loaders and in-loaders really made the experience positive. Phone help was exceptional and knowledgeable.
Jon JGreat service
GLADYS VNothing I'm satisfied thanks your employees are very professional and friendly
Petronila CVery Professional Company site
DJ JThe over charged my card three times I feel I was over charged
JIMMY WKeep the great customer service !!
KENYATA JBest location great service!! Thank you!
Roxanna DMejor
CARLOS MAll went well with my visit.
LOUIS KExcellent service
ALEX Sim being charged for a fuel door that was already broken. im going to file a dispute with the company...and the management of this facility. if anyone is actually reading this ....contact me by email... immediately
ADRIAN TI think the mileage goes up fast,, not sure why but it does
TEAHJAH HThank you for help!
MAKRISTINA LVery friendly employee.
SCOTT JThe representative that helped me was the same person when I picked up and dropped off. She was amazing! Super cool calm and collected, and even remembered my name when I came back to return. I’d come back to this location for her service alone. She made me feel so comfortable!
MADISON MYou all ok I have used your service before in and out every. Time keep up the Good work thanks
HATTIE RThis in-person location was great; however, the APP for your Berwyn location caused me to cancel my reservation. The APP is not people friendly and it requires too much unnecessary personal information and documents. Every truck is not being used to relocate to another address, simply was used to move a couch that was donated. The APP causes unnecessary frustration and lost of business to U-Haul.
DEBORA PStop lying about extra charges
TONY MDisappointed
GERARDO FI never have a problem getting the equipment I need to do my job.
LOUIS KWe are living in difficult times, and I believe frequent customers should be kept in a customer database, so desk attendants do not need to request photo documentation every time a rental is made. When a location is not considered high-risk for theft—such as Cicero, IL—this requirement should be waived for verified repeat customers. Retaining the few loyal customers we have is critical, especially in times like these, rather than discouraging them with unnecessary procedures.
ALEJANDRO MI like this store because the customer service are 1000% amazing
CARLOS PRemind me I don't need a doll for the boxes and etc because we didnt even use it 🙄🤦🏽♀️
LARYANN MHorrible.
LISA VThe two customer service reps we encountered we professional and polite. Thorough in explaining everything and made sure we were knowledgeable about the process. Thanks Cicero U-Haul.
Joseph MI was not directed to the vehicle. The exit lane from the parking lot was blocked, which resulted in me having to maneuver the vehicle and exit through the entrance lane.
JAMES SGood
Maria SEverything was excellent! Thank you
JORGE OCharles was great! He was very accommodating and made the experience really easy. I would definitely come here again.
Lyla W | Overall Experience