Customer Reviews for U-Haul Storage of Bremerton and Gorst

429 reviews

4107 State Hwy 16 W   Bremerton, WA 98312
(Located Behind the 76)

(360) 377-8900

Location Hours

  • Mon-Sun: 9 am - 4 pm

Services at this Location:

Contact Us

(360) 377-8900

4107 State Hwy 16 W
Bremerton, WA 98312
(Located Behind the 76)

Services at this Location:

Location Hours

  • Mon-Sun: 9 am - 4 pm

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.

Overall Rating:

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Rating:
5.0

Logistics improvements and billing accuracy

Charles H. 
Rating:
2.0

Suggest that your accounting department work with website people so customers and staff can access all the orders and charges on an account. I was quoted one price and charged another. Also you need to hire more drivers. We were forced to have the boxes in our driveway for days longer than needed because of lack of drivers

Karin Y. 
Rating:
5.0

Customer did not leave a comment.

Juanita S.  |  First Impressions 
Rating:
5.0

Extremely helpful with me and professional staff

Felix J.  |  Online Move In 
Rating:
1.0

Customer did not leave a comment.

Tiana C. 
Rating:
4.0

After bringing a few boxes home we had some spiders in our house. Assumed they came in in the boxes.

Dan B.  |  First Impressions 
Rating:
3.0

Customer did not leave a comment.

Cassie B.  |  First Impressions 
Rating:
3.0

I would have rated my experience as Excellent except for the cleanliness of the facility and the large entrance doors frequently not working. When I first moved into this facility it was brand new and kept clean but as time went on, it seemed to lack proper cleaning and maintenance. Several times when I was there, what appeared to be homeless people were in their vehicles and using the facilities. Oh, and it's difficult to get a refund if you move out mid-month of your rental.

Paddy H.  |  Overall Experience 
Rating:
4.0

My only problem was in moving my storage out, I forgot when I got home that I hadn’t replaced my boxes back inside. When I came back the next day, everything was still there except my 3 Bissell vacuums and one German English saddle that someone had taken. That was my failure.

Barbara A.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Logan J.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Cassidy A. 
Rating:
3.0

Moving in was a nightmare. The code didn't work on the check in pad, there was nobody available to help, I spent HOURS the next day holding for chat help, calling, holding, being transferred, having my call dropped, multiple attempts to contact local customer service to no avail, and ultimately being told nobody could help me via phone, I'd have to go into the store in person. Why have an online move in option if ultimately a face to face experience is required? The following afternoon, my codes worked. That night, for the second consecutive night, I took a loaded truck to empty into my unit and again my code did not work. The box said something about it being after hours, but I don't understand how there's an after hours at a 24/7 access storage facility, especially when my code worked during the day. Horrible experience, complete waste of time.

Whitney T.  |  Online Move In 
Rating:
2.0

You are asking the wrong questions. You should ask about communications between corporate and locals, which is abysmal. You should ask the customer how easy it was to get information that they could trust. Answer: it wasn't! You should ask about the employees who are untrained and can only parrot a script, which is most of them. You should also ask about the shining lights in your organization. There are a very few of them which is not surprising since your company handicaps them from the start of the process.

Gretchen M. 
Rating:
4.0

Thank you.

Leo T. 
Rating:
5.0

Overall great service. There was some issue regarding the left hand not knowing what the right hand was doing. I would suggest that the caller would review my online instructions before calling me as many of their questions were redundant

Frank K. 
Rating:
1.0

We will never use or recommend Uhaul ever again. The entire experience was beyond ridiculous. It is virtually impossible to get ahold of anyone. And when you do and want to ask a question, or make arrangements for delivery every employee just passed us off to someone else without answering our questions. And when renting our moving containers nobody told us anything about not being able to deliver the containers to be placed on grass. Which resulted in us having to rent a truck at the last minute to get our stuff. The staff from Queensbury New York to Bremerton Washington were all very rude and completely unprofessional. Had we known our containers couldn't be delivered and placed on grass we would have rented a truck weeks before when our containers arrived, but instead Uhaul didn't tell us anything, so we ended up paying a month of rent for our containers to just sit, only to be told we would have to rent a truck to pick up our belongings. Beyond ridiculous. We feel completely scammed by Uhaul at this point. It was a horrible experience from beginning to end. Pretty awful to spend almost $6000.00 and to be treated so poorly. It's obvious that customer service is dead at Uhaul.

Thomas B. 
Rating:
1.0

I arrived to pick up a reserved trailer at the office that runs the facility and they didn't check me in for my reserved storage unit at the same time. As a result, I had to make an additional round-trip with the trailer to gain access to the storage facility. Parking / Trailer access at the storage facility was also less-than optimal especially since they had most of the parking / access area blocked with moving pods. Finally, half of the lights in the hallway where are unit is were out and so it was very dark in the unit and hard to see since the units did not have their own lights.

JAMES D.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

John T. 
Rating:
3.0

I had to make an extra trip into Bremerton so I could rent a small closet storage unit in Gorst, which was very frustrating and inconvenient.

Donald M.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Charles L.  |  Overall Experience 
Rating:
4.0

My main wish is that I could rent a storage on the main floor. It’s hard for me to move so much up 3 floors in the elevator. I also needed a 10x 10 more than a 5 x 10. I still have furniture to store someplace!

Barbara A.  |  First Impressions 
Rating:
5.0

I understand the reasoning, but when trying to pack, move etc it would have been nice to be open a little later.

Karen O.  |  Overall Experience 
Rating:
5.0

Very helpful and kind staff ❤️

Laura D.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Robert H. 
Rating:
1.0

I have nothing nice to say about having a storage unit with U-Haul

Rebecca R.  |  Overall Experience 
Rating:
5.0

I had an excellent experience using U-Haul for my long distance move. Cami Moore at the Bremerton/Gorst location was SUPER HELPFUL. If I ever move again it will definitely be with U-Haul. Thank you!

Martin R. 
Rating:
5.0

I was surprised by how quick and easy the online move in was. And the monthly price was significantly lower than a lot of the other local options.

Rachel L.  |  Online Move In 
Rating:
5.0

Customer did not leave a comment.

CHRISTOPHER O.  |  Overall Experience 
Rating:
3.0

You need to train your phone personnel better and impress upon them that they are offering a service to customers who are paying well to get those services. I spent hours on the phone with multiple UHaul personnel who were not able to get my nine (9) Uboxes shipped from where they had been stored for the past several months, to a location near my new home in Poulsbo, Washington. They kept telling me who I needed to connect with all over the state of Washington, none of which were correct. I was transferred and disconnected multiple times before finally finding someone in Bremerton, Washington who could arrange shipping from my former home. Becky was able to arrange a June 12, 2022 shipment and arrival in Bremerton on June 15, 2022. Delivery to my home was promised for June 22, 2022. When I called to arrange delivery time, I was told my Uboxes had been received, but could not be delivered until July 15, 2022 because they were short drivers. I was really upset thinking we had to store the Uboxes another month ($1000 charge). Becky did an amazing job finding an alternate moving company to bring my Uboxes to me and have them unloaded. That being said, the only highlight of this entire transaction was the excellent service I received in Idaho Falls, Idaho who handled delivery and rental of Uboxes in Idaho Falls, and Becky who coordinated the shipment to Bremerton, and subsequently arranged alternate carrier to deliver them. All of the rest of this has been a nightmare. I could NEVER recommend shipping goods this way to another person.

marilyn P. 
Rating:
4.0

Customer did not leave a comment.

Frank G.  |  First Impressions 
Rating:
5.0

Everything worked great. I was a little worried about weight (2000lb limit), but it apparently wasn't a problem. Only "complaint" is cost, but I understand shipping costs are largely beyond Uhaul's control.

Zachary S. 
Rating:
2.0

I had several issues with this facility: 1. There were multiple times when I could not get into the facility due to my card or PIN not working - no staff on hand to assist so I had to drive to Bremerton. 2. They changed the access from "24 hours" down to match the business hours of the main office in Bremerton without notifying me. 3. They eliminated the use of PINs and required everyone to switch to cards without notifying me. I showed up with a group of people to help me move some stuff but I could not get in - once again no staff on hand to assist. Right now I would not recommend this facility to anyone. If there was a staff member on hand during business hours it would fix all the problems I had.

MICAH C.  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

yasmin W. 
Rating:
5.0

Customer did not leave a comment.

ALEXANDER WILSON M.  |  First Impressions 
Rating:
1.0

I’m getting charged for a unit I cleaned out on June 2 2021, communication is horrible. Staff is not helpful.

Kimberly A.  |  Overall Experience 
Rating:
1.0

couldn't find someone to facilitate my check out, and it was left on 'pending' online for a week. access hours were changed from 24 hour to only business hours while i was out of state, because units were being broken in to frequently. the few times i saw the staff, they were polite and helpful. overall: Uhual- i recommend. this facility's staff- wonderful people, doing their best. this facility- do not recommend.

DANIEL F.  |  Overall Experience 
Rating:
3.0

Hours to get in and out should be 24hours seeing it is a locked inside facility

Julie R.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

angel k.  |  First Impressions 
Rating:
1.0

Site did not have boxes ready for pickup when movers from movinghelp.com arrived. Horrible customer service. Did not get first box until 4 hours after scheduled pick up. Took hours to receive all boxes. Staff were not trained. Fork lift overheated. Waited 6 hours to receive 5 boxes with moving labor being charged by the hour. Will never use UHaul again.

Molly P. 
Rating:
1.0

It took us 3 or 4 days be be able to actually acquire the boxes when we has a pickup appointment at noon on the original pickup day. Calling the facility did no good as it was unmanned at the time of our call. The Ubox office was on the other side of the warehouse and was locked and unmanned when we were there the first few attempts we made to pick up. We finally got in contact with the scheduling manager on the 4th day who called Cami, the employee that day, and she showed up from a location off site. Cami herself was very helpful but was impossible to get in contact with. I lost several days of work and our leisurely 7 day drive from Washington to Texas turned into a rushed 3 day drive with 10+ hours of driving per day. I would absolutely never recommend this service and would rather go through the frustration of transporting items myself or selling it all and starting fresh in a new location. I am in contact with someone about a credit, but even then, what I am expected to pay after the 750 dollars off is still astronomical (over 2k) for the delays on both ends of our shipping experience. The Ubox people at our Texas location were punctual, communicative, and timely. if you absolutely need to use this service, spring for the delivery from the warehouse because self pickup was a nightmare. We had other, internal issues with our order as well. Somehow my order got assigned to my Father's phone number. I have a good relationship with my family, but I couldn't imagine the struggle if you were in a bad situation and trying to leave without notice. It took 5-10 different U-Haul customer service reps to finally find someone who was able to sort out my order and get it under my name and phone number. They typically aren't supposed to discuss the order with anyone except the name on the contract, so I couldn't call on my order and I couldn't access it on U-Haul dot com. I have my stuff now, but it was 12 days past my initial arrival date. I'm just glad to have this whole situation in the past.

Hannah W. 
Rating:
4.0

This service exceeded our expectations. What went really well: loading the containers. We rented a U-Haul truck to get our belongings to the containers and loaded them ourselves. Staff was extremely helpful. We noticed that one corner of the roof of one of the U-boxes was damaged and we were concerned about water getting in, but when the boxes arrived at their destination, the roof had been repaired. And the U-boxes were sturdier than we thought. Kudos to everyone at U-Haul who takes pride in delivering good service and who pays attention to the integrity of these boxes. I would use this service again and recommend it to others. The only improvement that I would suggest is to provide better instructions for accessing U-boxes once they arrive at their destination. The storage facility had no formal office, so we had to find the nearest location to inquire about accessing the boxes. Once we did, the staff was extremely helpful. One other area for improvement was that my online account had a very confusing and invalid reservation added to it that took me a few phone calls to U-Haul to verify that it was a system glitch. Overall, this is an excellent service and I'm happy that U-Haul provides it. Thank you for a good experience.

christine F. 
Rating:
5.0

As long as payment is on autopay, everything is smooth and well! The late fee is a tad outrageous but autopay eliminates that! Very clean facility, no spiders, secure building. Will recommend to others! Move-out was super easy.

Jenna B.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Lori Q.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Sherry P.  |  First Impressions 
Rating:
4.0

My only complaints on this otherwise good move was (1) problems with the website when trying to place the order (had to use a live person on the phone), and (2) I wish I could have reached a human to ask questions to about access to the box.

Kenneth L. 
Rating:
4.0

Great place

TODD F.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Rick M.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Donna R.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

Weiwei T.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Kandy B.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Colleen S. 
Rating:
5.0

Customer did not leave a comment.

Kim G.  |  Overall Experience 
Rating:
4.0

People were helpful as they could be due to the fact I dealt with various pod. I was overcharged with 2 pod plus insurance. I only used one. I was told the Unix would be brought to my residency. Instead I had to find people and by a hitch to get U-box . One gal told me I was reimbursed on the 4th of January for mistake. This is not on bank records at all. I nice gentleman named Antonio in Virginia Customer service said he would help fix issue. I would appreciate these overcharges and inconvenience will be compensated. I like your service but I can't recommend if things aren't resolved. Again , everyone has been very nice and genuinely helpful. I think it was a glitch is all. Much thanks

KELLY S. 
Rating:
4.0

After figuring out the confusion of the office not being located on sight, my experience was overall positive. The access hours available need to be clearer, though, because I went during the hours posted on the website and was denied because it was "after hours"

Kristen R D.  |  Overall Experience 
Rating:
3.0

Will mention at your storage location..

TONY P.  |  First Impressions 
Rating:
5.0

Website does not say the office part is offsite.

PATTY FOLEY S.  |  First Impressions 
Rating:
3.0

Customer did not leave a comment.

Wayne B.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Traci D.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

steven t.  |  First Impressions 
Rating:
3.0

Customer did not leave a comment.

Suzanne M. 
Rating:
4.0

Customer did not leave a comment.

Brittany S.  |  First Impressions 
Rating:
1.0

Customer did not leave a comment.

STEPHEN P.  |  First Impressions 
Rating:
3.0

I turned in unused blankets to the Bremerton rental office.

Dennis M M. 
Rating:
5.0

Customer did not leave a comment.

Rhiannon M.  |  First Impressions 
Rating:
3.0

I rented a Ubox container in Uniontown, Pa. It was delivered late with no tie down straps of any kind and it was in terrible condition. After packing it the pick up time was late which did cause an issue. After shipping to Bremerton, Wa the fork lift at Uhaul was broken and I had to cancel my moving help. Then Uhaul charged me an extra month if Ubox rental which was only due to their broken fork lift. I am still trying to get this money back from them. Overall I am very dissatisfied with the service and the equipment. I would suggest that they do more of what they say rather than just talk about it

CHRISTOPHER N. 
Rating:
1.0

when i made the order for my container, i made my pick up day nov. 7th at the bremerton/gorst location. when i arrived, they didn't know i was picking it up. the only person working there wasn't thrilled they were going to have to find my box in the back of the warehouse, but then for some reason got confused and tried to give me an empty box. when she finally figured it out, i had to give her 2 hours to get my box which delayed my moving and unloading. we finally got it, and she said they close at 4pm and to have the box back by then. which meant i had to hurry since i still had to drive over and hour to where i was unloading, not giving me a lot of time to unload and turn around and delivery the now empty box. she did say i can drop it off the next morning. When i went to unload my box, it was bolted shut by uhaul, on top of my own lock. luckily someone had a multitool and we were able to get the bolt off. when we went to return the box, 15 minutes before 4pm, the location was locked up and no one was there. this was incredibly frustrating. I will avoid using Uhaul in the future.

MONICA CHRISTINE D. 
Rating:
2.0

First, due to security issues with people that loitered around the facility and seemed to be in their vehicles taking drugs or really high on drugs around the unit I felt the facility wasn't secure or safe to access 24/7. The people I'm speaking of often would wait by the doors in their vehicles in order to get into the facility to access units or bathrooms or just linger for a long time in their cars. This facility needs to have 24/7 security walking around and tighter access to the units similar to Public Storage does. Second, I had problems on a number of occasions getting into the building (when I accessed it properly and my bill was up to date). Third, when my bill was due the people that worked at the Bremerton office were super hyper about me paying my bill and then very callous and rude when my bill was overdue about making a payment. My bill was behind so I didn't understand the logic or psychology of pretending it was going to be put into a LIEN and acting aggressive on the phone messages that I received. As my grandma would say, "Attract with honey not vinegar." A long haired guy that worked at the Bremerton office on Callow Ave seems to also have a callous attitude in general and when I arrived to pay my bill he was rude about it being behind in front of a line of customers. When I used the phone to call customer service about the loitering issue (when I couldn't get in) they were very helpful and concerned about the issue, but otherwise more positive personalities need to be put in place in the Bremerton location. I've been in customer service for over 15 years and would never treat a customer who had a couple set backs in such a manner! It's almost like they expected bad things from me.. Thank you for your time, Christine Zmijewski Unit 2211

Christine Z.  |  Overall Experience 
Rating:
5.0

My family moved my belongings and forgot to swipe the exit card on their way out. Will this cause a problem? They were all from out of town and I didn’t have my paperwork with them when they finished the last load Sunday

carline M.  |  First Impressions 
Rating:
3.0

Customer did not leave a comment.

Kim G.  |  First Impressions 
Rating:
1.0

I rented a storage unit due to the 24/7 access sign outside. I went to access the unit for the first time and typed in my access code to get a message saying I was not checked in. I could not gain access. I called the 1-800 # and was told it was after my access hours. Wait what? What about the 24/7 advertisement? Oh that is only for people who have that added option well I wasn't given a choice to add that option I figured everyone got that option considering it's thee main selling point on their advertisement. I was told I needed to wait til morning regular hours and the office could help me access my unit, this didn't help me I was supposed to be on a plane in the morning and this was the reason I rented here so I could make my plane. It's now been 2 days and I have still not been able to get into my unit and to top it off THERE IS NO OFFICE ON SITE AT THIS LOCATION

Barbi B.  |  Online Move In 
Rating:
2.0

At the Gorst location, the sliding door was a major issue; sometimes it wouldn’t open, other times staff locked it because it jammed. The door next to it is not sufficient for moving in and out in, especially with multiple groups coming in and out at one entrance. It made staying at this facility horrendous; even older couples were trying to push a heavy cart through that little door on a hot day. Staff there were less than responsive about leaving it open for customers; we had to beg them to leave the sliding door open sometimes because things wouldn’t fit well through the little door. Its not customers’ fault that a door doesn’t work properly; that’s on Uhaul to fix it, replace it, or amend the situation for a customer-friendly experience. It’s been rather a mess, so no, we will not recommend this site to a friend. At Bremerton and the Uhaul Call Center, staff were more helpful. Finally, we saw staff at Gorst smoking while using the forklift; doesn’t look very professional. Cost is reasonable for climate-controller indoor unit; outdoor unit a little too expensive for lack of vermin control. Overall, we score the facility at Gorst a two. Staff at Bremerton do better with customer service.

Virginia J.  |  Overall Experience 
Rating:
4.0

Difficult to find, tucked back.

Jessie T. 
Rating:
5.0

Everyone working for U-haul that I talked to including the gentleman at the actual storage facility was very courteous, professional and helpful. I would highly recommend this facility to anyone looking for a place to safely store their belongings. Thank you very much!

roger b.  |  First Impressions 
Rating:
1.0

After doing the online moving in and showing up I found out I had to go to another location for another checkin. Also found out even knownit says 24hr access that is not the case.

William R.  |  Online Move In 
Rating:
5.0

Customer did not leave a comment.

Katerina T.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

rebecca r.  |  Online Move In 
Rating:
5.0

The Gorst storage unit was everything I wanted and expected - very clean, very secure and very accessible.

Joseph S.  |  Overall Experience 
Rating:
5.0

Great staff very friendly.

ROSALIE G.  |  First Impressions 
Rating:
5.0

Thank you Ms Kirsten and Miss Arielle. Your professional and courteous assistance is greatly appreciated.

Delma J. 
Rating:
5.0

Customer did not leave a comment.

L Blake L. 
Rating:
4.0

I was not informed during the rental process that I had to get my access key card at a different location then where the storage unit was. All the items in the truck were not tied down so it made it difficult for traveling back and forth. I called the number several times and was unable to reach anyone. Thankfully another renter was outside to inform me about getting the key card elsewhere. The access code I was given on the email did not work.

Amber M.  |  Online Move In 
Rating:
1.0

Horrible experience overall. People at uhaul were very nice but I was charged for 2 months after my ubox was delivered, unloaded, and returned. Will never use uhaul for as long as I live.

Thomas P. 
Rating:
5.0

Customer did not leave a comment.

John T.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Dolores C. 
Rating:
4.0

The four stars instead of five is only because their prices are a bit much, but only a bit.

Erin B.  |  Online Move In 
Rating:
2.0

Customer did not leave a comment.

DANIELIADESIREE B. 
Rating:
4.0

Continue transition to metal boxes, the wooden ones work but are not as sturdy. One of mine started to come apart and they had to add steel plates to hold it together. It did arrive in one piece. If Your thinking of moving and need to store stuff till then, use the U-Box concept rather than fixed location. It's ready to go when U are and U can still access it prior to moving.

Heiner S. 
Rating:
3.0

Customer did not leave a comment.

Karen T. 
Rating:
3.0

The day I moved out of the storage unit the large sliding door was locked. I asked the employee to please unlock so I could move my large furniture pieces out of the facility. I was told no that the door was broken. Unfortunately this made it extremely hard to get the pieces out. There were several customers that were moving larger pieces of furniture in that had an extremely difficult time because of this. I feel that if the door was really broken that should be a extremely high priority to get fixed especially for the high monthly rent that is being charged. I was told several different stories on why the door was broken.

lindsey R.  |  Overall Experience 
Rating:
5.0

The website for scheduling pickup and deliver need a lot of work. Sent me to the wrong location for the pickup. Unable to choose correct location for delivery.

Robert L. 
Rating:
5.0

The worst part was CS-when I called to set up access time to my uboxes, I would get the run around 9/10 times.

Siobhain A. 
Rating:
2.0

Customer did not leave a comment.

Eric D.  |  Overall Experience 
Rating:
3.0

Don't gouge your customers on pricing. What I paid was way too much.

Christopher G. 
Rating:
1.0

Mold and vermin got into our unit. The maintenance man told us he hadn’t been doing pest control and no one really helped other than give us a free month. Disgusting. The insurance company is a joke and now we get to battle it out with them to get our ruined items replaced.

Kevin C.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Azzon S.  |  First Impressions 
Rating:
4.0

Make certain delivery destination date is accurate.

Karen G. 
Rating:
5.0

No one was there to ask questions about insurance. I understood there would be personnel there to ask about insurance. Hard to get through on phone.

Jean R.  |  Online Move In 
Rating:
4.0

Customer did not leave a comment.

rebecca r.  |  Online Move In 
Rating:
5.0

Teresa and Alyssa were awesome very nice people. All in all everything went very well on time and exceeded my expectations. The whole Ubox experience was pleasant. We think it was Helen in Belfair WA that picked up the Uboxes did a great job also. Tony n Dana Carroll

Anthony C. 
Rating:
4.0

Customer did not leave a comment.

John H.  |  Overall Experience 
Rating:
5.0

Everything was great!

Debra H.  |  Online Move In 
Rating:
5.0

Just started so not a super in depth review

Randel T.  |  Online Move In 
Rating:
1.0

An employee didn't show up to site until 1.5 hours after our appointment time. When we could get a hold of anybody, they gave us various excuses as to why nobody was on site/when somebody would be there (don't tell us somebody will be there in a few minutes if that isn't the case). Our UBox wasn't shipped until it was scheduled to arrive at our destination. When we complained, the office was rude and unhelpful. This was the worst customer service I have ever experienced with any company.

Elizabeth W. 
Rating:
1.0

I rented my storage unit July 8. July 11 the nice people who helped me move came from Seattle to pack and load at the storage unit. Upon arrival around 6:15pm the access code given in the confirmation email did not work, it said “denied”. I call customer uhaul from my phone and was directed to customer service, wait time 57 minutes. From my friends phone I call uhaul but this time was directed to Bremerton uhaul. A lady answered and after a short exchanges of explaining my situation she transferred me to get a “temporary pin” ; I was on hold for over an hour. While waiting on hold a gentleman game to access the building using a key card but was denied as well. After an hour of being on hold, now around 7:20pm, the person I was with needed to head home. (Now my things are currently in an open truck bed in Seattle.) I attempted to call customer service in the morning prior to work, now July 12, 47 minutes. After getting off work I called the Bremerton location. A gentleman answered who told me “we don’t give out access codes, it’s key cards” (the confirmation email gave me a code), how I “probably showed up after 7 when they were closed” after I told him I showed up at 6:15pm. Then he told me “we close at 5pm on Sunday” but the confirmation emails states “storage access Mon-Sun 5am-10pm”. Then end of the conversation was him telling me I had to drive to the office to pick up a access card. After hanging up I decided I wanted to cancel my reservation so i called customer service, 57 minutes on hold, somebody answered and told me that they could cancel reservation, I had to call Bremerton back. After telling me they would give me the managers phone number they put me on hold and transferred me to another lady, (BMI was never given the managers number), she told me she would cancel it by calling tbe Bremerton location on my behalf but told me there was no was to confirmation this conversation had occurred. I asked how I would get a confirmation and reimbursement of the cancellation an she told me that they would email or text something tight away. She then asked if I would like a confirmation call, which I confirmed, and then I never received a phone call. I still can’t access the unit. I still haven’t gotten a confirmation of my cancellation AND reimbursement. All while having to deal with moving in 2 days. Thanks, no thank you uhaul storage! (I will say I have always had good experiences with uhaul rentals though so I quite surprised at this terrible experience.)

Caryn R.  |  Online Move In 
Rating:
3.0

Customer did not leave a comment.

Mark V.  |  Overall Experience 
Rating:
5.0

Convenient, modern, clean, and safe. Be careful to vacate your storage unit on or before your payment due date. U-haul does not refund for partial months. I paid ahead to August 15 and vacated my unit on June 22. I received a refund for July but no refund for June, I was 7 days past my May payment date. I don't blame U-Haul for the June payment loss, but I will be more careful in the future.

Eugen W.  |  Overall Experience 
Rating:
5.0

From phone call to reserving & on to moving was very quick, informative & helpful. Everyone was eager to help in any way...... 👍🏽👍🏽👍🏽👍🏽👍🏽

Robin K.  |  First Impressions 
Rating:
5.0

The young man who assisted me was very helpful, excellent customer service.

kim n.  |  First Impressions 
Rating:
4.0

The only thing I'd say to improve is having a kiosk there for security reasons. I went in and out a couple times and noticed some people went into the building right after me.

Christine Z.  |  First Impressions 
Rating:
3.0

things were fine with the move in experiance. But I set off the alarm to the building when accessing after hours despite following the check in procedures.

Albert P.  |  Online Move In 
Rating:
5.0

Customer did not leave a comment.

William S.  |  Overall Experience 
Rating:
1.0

I rented the unit online 2 days ago and i still cannot get into the unit nor can i seem to reach anyone to help me !!!!! aaaarrrrgggggggg!!!!!!!

james g.  |  Online Move In 
Rating:
3.0

Customer did not leave a comment.

terese a.  |  Overall Experience 
Rating:
1.0

Put in 30 dollars for gas to meet the requirement of what the tank was on when we got it, but was charged 63 dollars for gas and service fee. That is robbery.

Nataly L.  |  First Impressions 
Rating:
2.0

The employees did their best and would go out of their way to help me with a computer system that frequently lost my information, locked me out on accident, failed to notify me of access changes, screwed up my billing, and generally made life a lot more difficult than it needed to be. From my understanding, UHAUL does not invest in tech support which is the root of the problem. A facility with computerized alarms, accounts and access cannot function if it is not programmed right. I called to cancel my account for instance, and when I showed up a few days later to get my lock (as instructed by an employee), my card didn’t work. Not only that, because my card didn’t work (although it SAID it worked), when I got into the building and took the lock off my unit, the alarm went off. This doesn’t even account for the problems when I first used UBOX and the scheduling system rescheduled my pickup without telling me, so I had to postpone my entire move. Every employee I have talked to has been polite but seemingly exhausted by this system that fails them.

Robin K.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

William W.  |  Overall Experience 
Rating:
2.0

I waited quite a few minutes to be waited on. Had been sent out of the store to call a 1-800 number who was a horrible experience Three phone calls later. Back to the store. Back and forth for 3 hours. Not being able to rent in store makes no sense. I would never rent here again. I also called for a question and never got a call back. This place needs more help.

Tricia H.  |  First Impressions 
Rating:
3.0

Customer service is horrible

Faith M. 
Rating:
5.0

Excelente servicio

WIFREDO F.  |  First Impressions 
Rating:
4.0

More contact with staff would be most helpful.

George B.  |  Online Move In 
Rating:
1.0

If you want to know more why we will never in a thousand years use Uhual call me. There isn't enough space here to explain all the screw ups. However, I will say picking up and returning the UBOXES in Omaha was fine. Very friendly and helpful staff. They get a 10. Everyone else's gets a -100 and that's being nice. 😏

Jeanine S. 
Rating:
5.0

the packing of some of my items where done without care. Extremely heavy crates would be set on top of other ones that could not support the weight - instead of packing the heaviest ones on the bottom and lighter ones on top.

Siobhain A. 
Rating:
2.0

Failed to call me or email me to inform me my box had arrived.

Anthony L. 
Rating:
5.0

They were very understanding about the situation that was his jjjn huh yy6

Shannon P.  |  Overall Experience 
Rating:
1.0

No communication between staff at all three places, time and money wasted driving from Port Orchard to Gorst then to Bremerton main office and then back to each place; just to get a security card. Poor signage and not enough detailed information for the consumer concerning this matter.

Kimberly A.  |  First Impressions 
Rating:
5.0

Thank you.

DAVID T.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Sarah B.  |  Overall Experience 
Rating:
4.0

Phone customer service was awful

Florence M.  |  Overall Experience 
Rating:
2.0

Was told when getting storage that it was open until 10pm. Day of moving in was half way done unloading truck to be told you closed at 7pm which only gave me 7 minutes. I took this storage which was out of the way just because of the hours I was told. We had to stop half way done to leave and come back the next day. Which was all the way back in Tacoma. Staff was really rude about it too. So it cost me twice as much to leave my stuff there. Than came on a Sunday and got locked in hen trying to bring some of my stuff down. Really upset with the whole experience.

Artina R.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

April C.  |  First Impressions 
Rating:
1.0

I wasn't informed I needed a card to enter 24 hrs. I wasn't able to get into my storage during work hours and couldn't get any one to help me. I am now having to take a day off work because my truck and trailer are loaded. I'm very displeased and if I wasn't in need of a place to store my things I would not be doing business with you.

Stephen L.  |  Online Move In 
Rating:
5.0

It was great till I moved to sequim but I needed my storage closer than a hour away thank you for keeping it safe!

Kelly S.  |  Overall Experience 
Rating:
3.0

there was no pads and my dad was sold the expensive containers he had steel one he could have went with wood he 84 the customer service I received from Brittany in ct was excellent but the sales manger from the groton store Ryan should have suggested the wood box it would have saved my dad a lot of money he did receive a military from Brittany which was appreciated

Allen M. 
Rating:
5.0

Customer did not leave a comment.

TERESA & PAUL L.  |  Overall Experience 
Rating:
2.0

The staff was friendly and helpful. However, I had to come back and forth between Bremerton location and Gorst multiple times. I was instructed to get my access card at Bremerton for my unit in Gorst. Once there, at 5:30pm, my access card would not work. After trying to call local numbers and reach the manager, we waited on the phone for customer service for over 20 min. Customer Service tried to reach the GM but did not get a response. I drove back to Bremerton to get the card fixed. He apologized and we got that working. I went back to Gorst to try the card. It worked and I found my unit. I was told it would be unlocked and there would be a lock inside. The unit was locked with a padlock. I went back to Bremerton to ask about the lock. The lady there apologized and messaged the gentleman who had help me prior. He was on his way to Gorst to lock it up for the night and she said he would get the lock off. We'll be going back today to unload the Uhaul trailer into the unit. Hopefully we can get in ok. The whole thing was very frustrating and I had to go back and forth all before 7pm. The location is advertised online as having later access hours. I suggest those access hours be updated if they aren't true.

ROBIN H.  |  First Impressions 
Rating:
1.0

I was never told you need an access card. Never told you had to go to a different Uhaul to get that. Ive had 2 access cards that didnt work. Its been 3 days and I still can't get into my unit. Very frustrating.

Angela J.  |  Online Move In 
Rating:
2.0

Staff have no personality and are very unfriendly. Access hours suck. You should be allowed in anytime to get to your own personal belongings. Every time we go in to the storage facility, the alarms would constantly sound. What a terrible experience overall with Uhaul storage.

Shane W.  |  Overall Experience 
Rating:
3.0

I'd love to have 24 hr access to my unit

Amber S.  |  Online Move In 
Rating:
3.0

The code provided online for the move in online did not work (useless system unless you get the key card)and the large slider door does not work so it is difficult if not impossible to get large items into the facility through the normal door. Regarding the large slider, when we went to the main office they did say they were having issues but did not say they were doing anything about it.

Derek D.  |  Online Move In 
Rating:
1.0

A 24 hour storage that is shut down when there's not attendant, due to vagrants and undesirables breaking in. An attendant that is unable to do anything. An access system that continually fails, a lack of any care from workers, oh that's how it is. Run for the hills. Avoid these jackanapes with all your gusto.

Jas N.  |  Overall Experience 
Rating:
2.0

The staff at the storage facility was lazy and rude. They would rather be on there phones then keeping up on the place. The restrooms were constantly out of toilet paper and dirty. When I asked a worker the didn’t seem to care also the alarms seem to be going off for no reason and when asked they said that it happens

Andrew O.  |  Overall Experience 
Rating:
4.0

The on-line did not let you know you had to still go to the Bremerton location to get an access card. Thought on-line would take less time to get setup, but having to go to a location further away was not convenient and cost me as I had unloaded a trailer just to pack it backup after finding out I could not access using on-line code. Make it clear you can't use Gorst location with out going to Bremerton location first on the web. The lady working at Gorst was a great help to understand how to get setup. Last part is to remove the parking lot pipes close to building to allow easier unloading and not have to lift cart over them or have to roll to the far end to go around. Nice looking just make it user friendly.

Robert M.  |  Online Move In 
Rating:
1.0

There was alway confusion with our account, the service was rude and unhelpful. If I had been able to transfer to a different storage facility I would have.

brianna p.  |  Overall Experience 
Rating:
2.0

What a complete screw up. The folks in Bremerton were friendly. That's the best I can say about the whole experience. The U-Box was beat up, and required a crowbar to close - the bottom skids were bent, and the bottom of the door was splintered from previous users prying the door shut. The container arrived in San Diego, wasn't transferred to the proper facility, wasn't ready for the moving help I'd paid for. Calls to U Haul just got me the runaround - they insisted that I had the date wrong, despite the fact that I had an email confirmation for today's date, AND the moving helpers we'd booked THROUGH U HAUL had already arrived at the site to pick up the container (which hadn't been transferred) for delivery to our home. Fortunately, they had the time to make the additional journey to the National City Facility (on my dime) to pick up the Box. UHaul accepted no responsibility for the screw up, was unhelpful, and kept insisting that they were right, and that we and the moving assistant company were wrong about the date - even though I had WRITTEN confirmation from U Haul for the 8th of April. We will NEVER use U Haul again for moving services. Every phone call (I have at least 8 of them listed in my notes) resulted in 45+ minute hold times - I basically spent an entire work day fixing U Haul's screw ups. The nominal savings compared to other companies was NOT worth it.

ROBIN R. 
Rating:
5.0

Customer did not leave a comment.

Paul M.  |  Overall Experience 
Rating:
3.0

I had to go to one location sign up and was told it would be 30 mins before I could get into my storage unit , that there would be a lock in the unit. When i arrived 60 mins there was no lock and I had to search the facility for someone to help me. Its a very inconvenient process.

dana l.  |  First Impressions 
Rating:
5.0

The whole staff was super nice. Wether it be the person on the phones trying to coordinate with me how their truck can get down the driveway, uhaul.com people being super nice when I was doing the initial order, or the delivery driver. Their delivery driver Cindy is an absolute angel. My driveway was angled awkwardly making it difficult to get the boxes up on the truck. She worked at it and worked at it trying to figure out how get them up and didn't give up til she finally figured it out. I don't know what I would've done if not for her. My moms estate closed 4 days later, I still had tons of work I needed to do...I straight up cried for a second when the last box got up. A lot of people would've said “sorry, these are to heavy” “we can't make this work” Cindy went above and beyond. A master at her craft and an amazing person too. Thanks Cindy!

Benjamin P. 
Rating:
1.0

The chick that works in the west Bremerton location on kitsap way is rude and nasty

jacob b.  |  First Impressions 
Rating:
4.0

the only problem we encountered was the sliding glass door- wasn't operating many times!!! And when the hallways were being cleaned no signs were posted as to a slick floor!

kathrine b.  |  Overall Experience 
Rating:
2.0

Customer did not leave a comment.

Alice C.  |  Overall Experience 
Rating:
3.0

It took five trips to get established. Storage facility doesn't have an office. There is a lot of red tape.

john r.  |  First Impressions 
Rating:
1.0

U-box was 5 days late. I was promised $50 off my bill for every day it was late. That has not happened. I was also assured that I would not be charged for another month of rent on the box. I was charged. I would not recommend your service to anyone.

Tara H. 
Rating:
3.0

Access through the card reader was difficult, access hours changed and I was not notified, very clean facility.

Samuel H.  |  Overall Experience 
Rating:
1.0

It begin with you not having the truck rented available locally (Elensburg, WA.)then it continued with the size unit reserved not available at the Bremerton location rent rate was adjusted for 2 10x10 units which was accommodating. When we released one of the untis the mgr. at the Bremerton store never acknowledged my request for our price to be reduced 50% instead of the current rate ALTHOUGH their employee told me no problem after making notes in their computer on our account. invoicing came out at the higher current rate for a 10x10 which was equal to what I was paying for 2 10 X 10 units. DUh! Why release one unit to them and not just keep it for weekend parties. Terrible, terrible customer service and responsiveness by the Bremerton manager.. .

akilah r.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Aubrie M.  |  Overall Experience 
Rating:
1.0

I drove 29 miles to the office from my home four times before I could access the storage. Card didn’t work, lock on storage space, I had to re-register at office in Bremerton, bc clerk was unaware of Uhaul offers that you can rent and move in immediately, which turned out to be false advertising. Company unapologetic about my waste of time and gas. I rented on the 25 of December couldn’t get into space until the 31. Once in, I liked the space, building clean, no bums but closet doors have a flimsy locking slider, so we must trust that the surveillance is good. I moved from Glacier bc it was damp and unsecured.I found this building in Gorst much better and dry and clean and no animal cruelty. I expect the building to respond IMMEDIATELY to a call when animals are trapped or left inside lockers, and I appreciate that there are no hideous and cruel mouse traps, which are environmentally hazardous and will report Uhaul if you ever use them. I haven’t yet moved in but are in the process of doing so, as I was leaving another customer’s card didn’t work. I can’t speak, so Ibhad to drive to the office, but he called. Nice building so far. Your questions are too black and white in this survey, I answer no to question#6 bc there’s no in between, I would recommend the building but warn them of the false advertising offers.

Daniel C.  |  First Impressions 
Rating:
5.0

Josh and Devin from legendary movers were phenomenal. Very professional and fast

Eli B. 
Rating:
4.0

Thank you Uhaul for the free months rent after a devastating wildfire torn through our town. People were donating items but we had no where to put them. I am happy to say that we have another home and are starting to rebuild our lives.

Karena W.  |  Overall Experience 
Rating:
5.0

Kirsten Mckendall was very professional and awesome to work with. Will be recommending all my people to this location.

Christopher G.  |  Overall Experience 
Rating:
1.0

Worst experience ever. Handle/latch got broken on my storage unit. I have no idea how. Was called in. Although they couldn’t fix it that day. Was told they would call me. Never did. Then the entire fell off. Manager said wasn’t his job. Had mice in unit. Long story short, would not recommend.

diana V.  |  Overall Experience 
Rating:
1.0

Was told twice by two different people (three days before requested delivery at our new house ) that they can't deliver to our address .. that was after storing the boxes for a month at the facility. So we were told we need to pick our boxes us ourself an hour away from our new house. Then after picking them up , we were asked at the facility why we didn't have them delivered. Because they DO in fact deliver to our house ! I WONT use UHAUL or recommend them to anyone ! Horrible service, horrible communication. I also had a month of free storage that they tried to charge me for .. after drafting my account for over $300 , and then had the nerve to tell me again upon pick up that we owed an additional $300 for the month of storage again.

Emily D. 
Rating:
4.0

Customer did not leave a comment.

Shane W.  |  First Impressions 
Rating:
2.0

Well I wanted the outdoor room but could not get pay for it online so I had to saddle for a smaller one inside cause I can't make it across town to pay for it. So I am a little disappointed cause now I have to get rid of some of my things

Jamie R.  |  Online Move In 
Rating:
5.0

The facility was always clean and any employee I came into contact with was very helpful and respectful. The only thing I ever had an issue with was the main entrance. I drive a car and the angle of the entrance ensures I always scrape the bottom of my vehicle when leaving. (The fault of the planning and construction)

montana t.  |  Overall Experience 
Rating:
1.0

I paid for a storage unit 2 days ago and haven't been able to put my belongings in it because it is locked. I called customer service 3 times to have someone come unlock it. And it was still locked tonight. All 3 times I had a truck load of belongings I was going to store. I've burned up $20 in gas and at least a couple hours of my time. There is obviously a lack of communications between employee's and the management. Which has left me, the customer, very dissatisfied.

Tonie A.  |  First Impressions 
Rating:
1.0

This place and its employee suck..AND ALL should be replaced at the Bremerton Washington branch....And to allow a assistant manager to yell cuzz and scream at customers ...when they are on the gorst property

ryan w.  |  Overall Experience 
Rating:
5.0

Always so clean! That alarm is annoying that goes off, but not a deal breaker. Thanks for keeping my stuff safe :)

Jenifer S.  |  Online Move In 
Rating:
3.0

Customer did not leave a comment.

Jolly H. 
Rating:
5.0

I have used Uhaul boxes two times now for cross country moves. Good job.

Cynthia W. 
Rating:
5.0

Customer did not leave a comment.

Cherise J.  |  First Impressions 
Rating:
2.0

Your management people do not know how to manage nor do they have accounting or bookkeeping experience. They think if problems are ignored, they will go away. Horrible communication.

Roger G.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Christopher L.  |  Online Move In 
Rating:
4.0

Customer did not leave a comment.

Kerry C. 
Rating:
2.0

I keep getting a denial of access to my unit and i have to go in almost every time for them to give me a new scan card which ends up not working at all.

Alice K.  |  Online Move In 
Rating:
3.0

If you do not go down during business hours it is very difficult to understand how to access your unit. Additionally if you EVER need to call and speak to someone your call is rolled over to someone in another state that literally cannot help you and has to chat with someone online to assist you. Very frustrating!!

Jennifer S.  |  Online Move In 
Rating:
4.0

Customer did not leave a comment.

Constance L. 
Rating:
3.0

The office and storage units are in two separate towns which is very inconvenient. There is no helpful employee at the storage unit facility to answer questions. Through multiple truck long distance rentals, I earned 2 months of free rent. The management would not allow me to use them consecutively on my unit. I would have to move a house full of stuff to a different unit to get the second month. The staff showed no urgency when the electricity went out for multiple days and there was NO access to the storage units. The facility was generally clean and centrally located in the area.

Allan O.  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

Zoey T. 
Rating:
5.0

Customer did not leave a comment.

chauntel v.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Tony m.  |  First Impressions 
Rating:
5.0

Excellent delivery person. Most efficient and helpful.

Lon G. 
Rating:
5.0

Just not really clear how to check in and ou The facility is very clean looking however smells like cigarettes Very convenient as all online

Elizabeth D.  |  Online Move In 
Rating:
5.0

Customer did not leave a comment.

cassidy l.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Steve C. 
Rating:
2.0

Make sure your scheduler knows what they are doing. Train your employees and then let them help people. The date on my ubox was changed three times and nobody bothered to contact me. Not very happy.

Kelsey B. 
Rating:
4.0

Customer did not leave a comment.

Bill N.  |  Overall Experience 
Rating:
5.0

Jenna gave, girlfriend and I GREAT customer service.. very knowledgeable in answering our questions .. definitely would recommend to friend.. for the customer service.. and clean storage facility

Glenn Y.  |  First Impressions 
Rating:
5.0

Very pleased with this service

Arkade D. 
Rating:
5.0

Customer did not leave a comment.

Christine C. 
Rating:
3.0

There is no office at this facility. When you try to call it goes to the call center. Having to swipe a card every trip in and out of the building is ridiculous when you’re loading and unloading a truck. You can’t ever find any employees so who knows if they’re friendly. I had to go to another location to check out. They employee at that location was friendly but couldn’t tell me what the checkout process was.

CURTIS G.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Dolores B.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

JAMIE J.  |  First Impressions 
Rating:
2.0

-Get more drivers to deliver ubox to your customers -Do not tell customer to wait 10 before you can deliver their property, as you only have one driver who only works 4 out of 7 days a week a