Customer Reviews for U-Haul Moving and Storage of Shoreline

Rating:

1.0

When I picked up the 15' truck, I was very disappointed with the lack of customer service from the employees. The truck they gave me was filthy. I had to use Clorox wipes to clean the steering wheel and seats, and the wipes were black when I was finished. The truck was also in poor condition and had the check engine light on when I received it. During my first trip, the truck suddenly lurched forward into a busy street, and I temporarily had no control over it. After approximately 30 feet, I was finally able to regain control. This was extremely concerning and could have resulted in a serious accident. When I returned the truck, I reported the incident to the young man at the counter. His response was that he would "down it," but he did not seem particularly concerned about what had happened. My question is: why wasn't the truck taken out of service before it was rented to me, especially with the check engine light already on? A vehicle that is not operating properly should not be rented to a customer, particularly when there is a potential safety issue. I would appreciate an explanation of how this truck was allowed to be rented in this condition and what will be done to prevent this from happening to another customer.

Rating:

5.0

Better tires

Rating:

2.0

The location messed up and gave the wrong container to the pickup driver. Upon calling and inquiring about it, they had no explanation or any apologies for the mess up!! Even though they provided the right container the second time, the pickup driver still had to make double the trips in this process and I had to wait out the entire day to finally have my items unloaded - it cost us all some precious time which was annoying. A better service would be really helpful the next time around.

Rating:

4.0

I’ve been to this location several times over the past 4 years and this was one of my better experiences with what seemed like improved staff. Keep up the good work.

Rating:

1.0

The staff had absolutely no professionalism they had a line of people and would just talk to eat others no sense of urgency to help the customers and their customer service skills were non existent

Rating:

5.0

They were amazing! Not only did they help move and fill the Ubox effectively, efficiently, and safely, they also went the extra mile and helped move some of my larger belongings that wouldn’t fit from my apartment into nearby recycling. Couldn’t have done it myself. Would recommend to anyone. Thank you!

Rating:

5.0

We had a great experience with U-Haul Shoreline. The manager, Jordan was very helpful from start to finish, clearly explaining the U-Box process, transfer, and pickup, and providing helpful tips along the way. The staff were also friendly, patient, and always willing to answer our questions. Every day, they assisted us by using the forklift to move our U-Boxes to a convenient location where we could easily load and organize our belongings. Their help and excellent customer service made the entire moving process much less stressful. Thank you for making our move easier!

Rating:

4.0

Had to get 2nd vehicle as first wsd not clean. Parked too close to others to get in/out. Told them i had never driven one before. Shoukd have given instructions as to how to start vehicle. People were very friendly though.

Rating:

5.0

Very fast checkout when picking up to truck.

Rating:

5.0

Awesome service and very professional.

Rating:

2.0

The customer service was poor

Rating:

5.0

That was fully enough. Thank you for your crevice.

Rating:

5.0

Staff were very helpful.

Rating:

1.0

The customer service was extremely poor. On Friday, September 11, 2026, around 3:30 pm., the young lady present was very uncooperative and had an awful attitude. She did not even allow people to speak; she kept interrupting me. Most importantly, she didn't listen to the customer at all. I thought she was there to assist, not to intimidate. She didn't show me which truck to take or explain what I should do after receiving the truck. It was like she said, "Go there and take the truck." I had a hard time finding the truck because there were many trucks in the parking lot, and I couldn't understand why she wasn't providing proper support. Someone like me, who has no experience renting moving vehicles, might face challenges if the right person doesn't give proper service. This incident was quite disappointing. I already logged this incident in my journal, and she will read it when I publish it in the Seattle Times.

Rating:

5.0

Exelent

Rating:

5.0

As a business owner I understand the challenges of staffing. Only thing with my experience I can see is we can always use more hands on-deck but, great experience with staff always at this location.

Rating:

5.0

Great experience, easy to load containers then dropped off and they arrived early, unloaded and dropped back off. Highly recommend Uhaul for easy, smooth and best price around!

Rating:

5.0

Service was great and also fast! Returning the trailer took no more than 2 minutes. Would definitely rent from here again!

Rating:

5.0

Is work fast and good service

Rating:

3.0

My overall experience with this rental experience was poor. I was frustrated that the rental I ordered online was moved to a different location (the one listed here), that delayed the rental for several hours. The move then also changed the effective rental time, which caused challenges for the rest of the move and use of the rental.

Rating:

5.0

The staff go as quick as the slow software allows. They’re friendly and not sticklers about different things

Rating:

5.0

I dropped off after hours so didn't deal with personnel.

Rating:

3.0

Instructions on retrieving and returning the rental truck are not clear. It would be great if the front desk employees could be more informative and courteous.

Rating:

4.0

Major gripe. I asked to park my car and the woman behind the desk, who was distracted by my phone said I had to park on the street. All that room and I couldn’t park my car?… and had to park in a place known for car prowls? Disappointing.

Rating:

5.0

I usually don’t bother with these but I love U-haul

Rating:

5.0

The store was super busy and seemingly overrun at first glance, but the staff were on point and excellent. Very quick pick up and drop off. Moving is stressful but U-Haul didn’t add any! Thank you team U-Haul of Shoreline!

Rating:

1.0

I’ve come to this location on Aurora and 165th a number of times throughout the years and I have to say the customer service at the counter was TERRIBLE. You can tell they Do Not want to be there. The monotone voices, lack of eye contact, walking away in the middle of a transaction without a word if they will be back or not. And the kicker… when they do come back with the other counter person they stand behind me and the guy who was working with me ask his coworker “can you help me her?”, she say’s “ I thought you were helping her”. I was not rude, I wasn’t ignoring him, wasn’t on my phone. Had a smile on my face and waiting patiently. I only came to this one again because the others near my location didn’t have the size vehicle I needed. You don’t have to wonder they had they had them and the other locations didn’t.

Rating:

5.0

Because our rental truck reservation was mishandled and changed multiple times, information regarding the return date and time were not accurate and we received a call during the middle of our move indicating the truck was late for return. We still had another 24 hours left on the original reservation. Although the Shoreline location accommodated the original return time from the original reservation, this is another example of the poor handling of a reservation from the online reservation process and personnel and the U-Haul company. Observation: Each location operates as their own entity and does not accept responsibility for what happens at another location. This business model does NOT reflect well on the organization as a whole.

Rating:

4.0

Customer service was not friendly this time.

Rating:

5.0

Good service

Rating:

3.0

Our trailer was not ready for us when we arrived. There was a wire issue and there was not another trailer available for us to take so we had to leave and come back. When we showed a photo for the $50 reimbursement policy since our item wasn't ready we were told they couldn't do anything about it.

Rating:

2.0

I was disappointed with my recent U-Haul rental experience. When my son and I arrived to pick up a vehicle, there was one customer ahead of us. After helping that customer, the counter representative—who was polite, knowledgeable, and a Navy veteran—took a phone call from another customer, leaving us waiting for 10 minutes or more before he could assist us. During that time, several other employees came into the office, saw that we were waiting, and did not offer to help. While the base rental rate of $29 seemed reasonable, the $1.39-per-mile charge quickly made the rental much more expensive than expected. I also found the requirement to take pictures of the vehicle infuriating. U-Haul pictures should be taken by U-Haul team members. We were picking up some of my son’s belongings in Bellingham, and the total came to nearly $300, not including another $79 to refill the truck. The truck did not have cruise control, which made the 80-mile drive each way far less comfortable. Overall, the service and total cost left me feeling that U-Haul may no longer be a good option for short-term hauling needs.

Rating:

2.0

Explain the rental agreement thoroughly including hours of operation. Also check the lot to make sure that the rental equipment is in fact at the lot before calling the customer and saying the equipment was not on the lot!!!

Rating:

4.0

Frustrating to fill out everything online and have to do it again in person. A waste of my time.

Rating:

5.0

Process was easy and had a smooth drop off.

Rating:

5.0

Great customer friendly service.

Rating:

2.0

Understaffed waited 1 hour. was overcharged an additional trailer fee that I was not told about. Did not see the charge as I was in a hurry. Am very angry and disappointed.

Rating:

5.0

Great experience

Rating:

3.0

The vehicle I drove has a massive transmission issue I'm a mechanic and I know what a transmission is supposed to feel like and it shifts very hard the engine revs very high before a shift almost like the kickdown is adjusted incorrectly and sometimes will not go into reverse

Rating:

1.0

They ruined my lights and they didn’t know what to do. I had to make an appointment at another U-HAUL to get them fixed

Rating:

4.0

The transmission gear selector would not reliably select the proper mode. You try to shift to reverse and it usually would go directly to neutral or drive. You’d have to fuss with it a lot. The truck had an airbag warning light on the whole time I had the truck. I mentioned it to the associate upon return, he acknowledged it, but I didn’t see anything on my final receipt that mentioned it.

Rating:

1.0

I arrived to pick up a self pickup and was there about 25min after the noon scheduled pickup. Traffic is unexpected and I tried getting there asap. When I arrived, I expected maybe 5 minutes or so to be able to use the app but it wouldn’t allow me to self pickup. That’s fine. So, I went inside and waited to be helped directly by a rep. I waited a while- 16 minutes to be an exact for Joel to help the couple ahead of me. When it was my turn, it was obviously well past 12:00 when I scheduled it. There were several pickups in the lot and I figured I could reschedule my lapsed appointment and take one of the trucks. Joel insisted that 1.) only 10-15 minutes late is allowed and 2.) all trucks were booked out until tomorrow. When I actually did the math out - 12:00 means the truck was rented to me until 2. If that cancelled by 12:15-12:20 then someone should be there within 10-15 minutes tops to pick the truck up. No one came. Multiple pickups were still on the lot. At this time, he is pushy, is eating in front of me and insists nothing can be done. Until I insist and tell him that I want the truck out front which is likely supposed to be the one I rented. If you follow my history with Uhaul, it’s spotless. I always appreciate how accommodating you guys are- down to free boxes for moving which I returned the favor by donating boxes back. All to say, my customer experience has been literally spotless over the years. You guys rock. Joel represented a bad case. As someone who works in customer service I actually had to speak up and tell him I have never experienced so much pushback. He blamed it on computer error more than a dozen times. I didn’t care, he wasted even more of my time and was completely unprofessional. Will not recommend this location.

Rating:

3.0

The lady I interacted with on the initial check in to take the rental was rude!

Rating:

5.0

N/a. Customer service always great. Very responsive and explained everything clearly.

Rating:

4.0

I had a reservation for a closer U haul place but apparently reservations don’t mean anything and they’re first come first serve. Found out an hour before pickup time that I had to pick up at a u haul place 30 minutes away rather than the one that was 10 minutes away because they ran out of trucks even though I reserved one about a week before.

Rating:

1.0

Overcharged me after saying they wouldn’t because they closed early

Rating:

3.0

Customer service needs to be improved

Rating:

5.0

We did not visit the store directly (answered "yes" to ?s) - but our UBox was delivered and picked up by this store. Drivers were awesome and very friendly - excellent maneuvering by the way! Thanks.

Rating:

5.0

I had a lot of issues regarding my u-box but they seemed to be computer related. I had excellent help with Mason who rectified the errors promptly.

Rating:

5.0

Thank you for the opportunity to work together on my move.

Rating:

5.0

Great facility, helpful and friendly staff

Rating:

4.0

I didn't actually go there. I just had them pick up the boxes that were at my house.