Customer Reviews for U-Haul Storage of Roscoe
24/7 Rentals  |  U-Haul Truck Share 24/7^© Location

Rating:

4.0

Wrong gate code sent. Called local number but was forwarded to national call center who referred me back to local number. Finally got access

Rating:

5.0

The entire process was seamless. The employees were sweet. The only drawback: there is an office area built at the physical location, but it is not staffed. It is a bit inconvenient to drive farther to another location to submit initial documents, but overall i cannot complain about needing to travel one time for that purpose. I was very pleased by my experience and thank them for the secure environment to store my precious possessions.

Rating:

5.0

It was a pleasure working with customer service. Very helpful and professional.

Rating:

5.0

Thanks for the smooth, uncomplicated rental!

Rating:

4.0

Main Gate sometimes open and not able to close. Not secure. I didn’t get my own access code. Used the main one everyone has. Fence only part of the way around property.

Rating:

4.0

I did struggle with pushing and pulling my latch over to apply my lock, at my age my hands don’t work so well, it would be nice if there were red arrow lines on the side to line it up easier instead of fighting with it.

Rating:

1.0

Rented a unit on Dec 1 to store small camper. Went Dec 2 to make sure I could get in gate. Code they sent me didn’t work. Sign said if you needed code go inside to kiosk for new code. Go inside no kiosk. Called south Beloit phone number no answer so transfer me to central office who tell me to go inside to get a code when there is no one there. Got on chat and more phone calls. Was told to go to South Beloit office. Talked with somebody else and they tell me to go to Beloit office on Madison Road. Looked up hours. Says open til 7 and it’s around 1 at this time. Drive up there and it’s all locked up. Call phone number again and get sent to central office. After being on hold for awhile they finally give me a new code to open gate. Go back to Roscoe units. Gate opens and I go to check unit. Nice and clean but no lock. Decided to go by South Beloit office to see if they had a lock. No one there. Go back to Rockford to get camper. Brought a lock with me. Got camper parked but lock I had would not fit. Had to leave to go to hardware store to buy a lock. Finally got finished. What should have been a simple move in took most of the day. Someone needs to come up with a system so a person at the facility can get a code to get in with a phone call, text, or chat.

Rating:

5.0

There are no complaints about this place. There was no onsite staff here, but they were reachable by phone. I remember when I first signed-up, I was at the gate trying to get in and had a problem with my access code. Called, had my ID verified, given a new code and I was in. I only terminated my rental because I moved and had another storage facility right outside my subdivision

Rating:

5.0

My old unit M340 had some water leakage left middle side. Nothing was damaged but I thought it would be good to know.

Rating:

5.0

Never met staff. Everything was good.

Rating:

5.0

Never met any staff. Everything went very well.

Rating:

5.0

I appreciate you guys in every way excellent service excellent response and very clean storage area I also had a very good experience with the trucks on my move to Ohio thank you very much and I will very much recommend you people

Rating:

5.0

Thank you for your friendly service n understanding at moments that I needed.

Rating:

4.0

There was no lock provided so we used our own. Our door was very hard to open...felt like it was sticking.

Rating:

1.0

This was one of the worst experiences I ever had for customer service. I was unable to pick up my uhaul rental truck until two hours after the scheduled time and spent that time speaking with multiple rude customer service employees trying to resolve my issues. I decided to try out the 24/7 storage unit rental through uhaul, as was advertised in multiple ways since I had rented their truck. I needed a convenient, 24/7, online move in, unit for immediate access so i could unload my belongings. I reserved a unit with the Roscoe location which clearly stated I would have immediate access, no matter what time. I did all the registration steps and successfully received my contract and welcome email from the sites manager right away. I then received a text message stating my unit # and that my unit was ready for move in with a lock inside. And this text also contained my gate code. I arrived around 3 am to the facility to find out my gate code was invalid. I spoke with a customer service rep online because trying to contact the store manager was impossible. The phone number posted on the actual building for the manager is not even her number. It belongs to another person. The uhaul customer service rep I spoke with told me I would have to wait until that location opened because 24/7 access was not granted for my reservation. I sent a screenshot of my text message from uhaul stating the unit number and lock code and that it was ready. The rep still said he could do nothing for me, I was stuck with a truck load of my family's belongings and running out of time as I had a deadline I needed to be moved out by. I never was able to get ahold of this manager, nobody ever helped me get a unit somewhere else. This was a terrible experience I will never rent anything from this company again

Rating:

4.0

No one was at the office but they did return my phone calls.

Rating:

5.0

Jennifer was quick, helpful and informative. She provided alternative options that made my cross-country move- manageable.

Rating:

5.0

Great staff - very friendly, responsive and service focused! Unit and hallways of our building exceptionally clean and well maintained. Property well maintained overall and also very well lit. Only concern was main gate being open several nights in a row when we would come by to empty our unit. Not sure if there was an issue that was temporary and being addressed or if this happened at other times. Overall, would still highly recommend and plan to rent again in summer of 2024. Thank you!

Rating:

4.0

Really did a good job getting me a unit

Rating:

4.0

Storage was great, no complaints with unit. Cost is crazy and out of line. Over the time i had it, it went up $15 a month. $115 for a storage unit is a lot of money monthly. And the driveway is crazy stupid. It has a dip at the entrance all the way across that screws up your car or truck if you don't notice it. Either fix it or install a sign that there is a big dip.

Rating:

5.0

Thank you

Rating:

5.0

We had a great experience with the u-haul facility in Roscoe,. We will use it again if necessary for sure!

Rating:

1.0

We had two different units. One we rented for 4 years and one we rented for 6 years. We paid with an automatic payment. Both of our units had the locks cut off at different times by mistake. We were notified but were disturbed this had happened. We live 1500 miles away so had to rely on what we were told on the phone. The rent for our units kept being increased. No electricity, no heat. Our last unit was empty with 2 weeks left in the month. No refunds.

Rating:

4.0

Just needed to have the text tell me that the code didn’t work for 24 hours

Rating:

5.0

So far working out very well

Rating:

4.0

All good, Thanks.

Rating:

2.0

My access code is STILL not working

Rating:

5.0

Very friendly staff, very helpful , it is pleasure to to do business with them, would gladly recommend it

Rating:

3.0

Tired of the continuous price increase. That’s why I moved out and went somewhere else

Rating:

4.0

The cost of storage has gotten quite high, could be cheaper.

Rating:

5.0

I had a great experience there…I would recommend this place to anyone…

Rating:

2.0

It took a bit to navigate the website and meet all the requirements for online check in. After which I went to the facility with a code that wouldn't open the gate,spent half an hour being transfered to different people in customer service before getting a code that worked. The process needs some work

Rating:

5.0

first rate

Rating:

4.0

Had problems when I first got a unit, the entry code I was given wouldn’t work and it took quite some time to get ahold of someone who could help, but that’s my only complaint! It’s been great besides that.

Rating:

3.0

The online process was easy, but the automated communication provided lots of incorrect information. The gate code provided did not work. Several phone calls between building management and myself trying to gain access. Finally building management told me that at this location one code was used for all renters. I'm not sure that is the most secure system. Welcome email said I would need to enter code at gate, to gain access to building and on keypad next to my unit. There is no keypad next to unit and code is not required to get into unit. I don't know why only one code is used to access the facility, and why the local management did not notify me of that immediately when I called in stead of the back and forth. The website and the email make the units look a lot more secure then the reality.

Rating:

5.0

Andrew was very helpful and efficient! He is personable and polite. An asset to your company!

Rating:

5.0

Storage units were very well maintained and clean. Never worried about security or the safety of items being stored. Best priced of all storage companies in my area. Would highly recommend Uhaul and use it again in the future should the need arise. 5 stars all the way.

Rating:

5.0

Liked the immediate rent /availability and keypad access

Rating:

5.0

Love it

Rating:

5.0

Very clean and safe

Rating:

5.0

The manager I spoke with over the phone, Jen T. was very kind, helpful, and made the whole process a breeze. She gave me her direct phone number incase I needed anything which was much appreciated.

Rating:

5.0

They were quick to help when I was in a rush. They helped me make a bad situation into a good one.

Rating:

5.0

Well kept friendly and helpful staff

Rating:

5.0

Very friendly and helpful. Exactly what I needed. Excellent to work with!

Rating:

5.0

Perfect, well lit, clean, close to home, great asphalt road in complex.

Rating:

5.0

Just an awesome, no issue experience...Great service by Manager...

Rating:

1.0

I was there for 7 years, maybe one of the first to rent a unit there in 2016, I just closed it this month due to high monthly rent. There was no on-site help ever, the office was never finished even under the old owners. Site isn’t fenced all the way around. Ever since U-haul put their name on it they increased monthly rent 3 times in 2 years. All under the excuse of Covid then inflation. Raising prices on long standing customers during tough economic times is in poor taste in my opinion. But without the price increases I’d would still be there because I was too lazy to throw things away. But now I get to save $90 per month by not being there. Bravo U-haul!

Rating:

4.0

You should think about fixing the road/ drive has a huge hole there

Rating:

5.0

The people in charge was extra nice. I enjoyed dealing with them . I will return if I need a unit in the future. I’m glad I used them. Now I waiting on my refund for the month of March that I didn’t have to use

Rating:

3.0

I would like to be contacted. I rented a storage unit and a truck and I see that I should have got the first month free. How do I go about getting this promotion? I would have rented the truck at the same place but the store facility did not have trucks.

Rating:

4.0

Good storage clean and well kept but rent is costly

Rating:

2.0

The entry code didn’t work, so I had to call & was given a new code to gain entry. Once I placed the storage facility lock on the unit, I couldn’t unluck it. I called again, and explained my issues with the lock. Ultimately, I was told to call a locksmith. Since this was day one of the rental agreement & a facility provided lock, this response didn’t impress me.

Rating:

5.0

Bruce was hilarious! Kept us laughing through our whole registration process. Very friendly and helpful.

Rating:

3.0

Bruce was very helpful in getting me set up

Rating:

5.0

Kevin,Andrew ,and Bruce was very polite and helpful, they help me out alot, I would recommend them to anyone, and I will continue to use them, thank you again U-Haul team

Rating:

3.0

Really hard to contact via telephone. So happy I don't need this place anymore.

Rating:

2.0

I stopped in the office Sept 24 to say we had vacated our unit. I was told the office staff would verify on Sept 27 and send contract cancellation documents. I called twice the week of Sept 27 and was told each time cancellation docs would be sent. On Oct 7 I received an invoice for October. At this point I called the office again and demanded to talk to someone that could fix this problem. The Manager called me back and finally provided a solution. This office has an employee with a motivation problem.

Rating:

1.0

Paid for unit and 2 days later still can't get in because gate access code doesn't work and cannot reach anyone for help

Rating:

5.0

Climate control area should be better explained when rental is done in person. Also whether arming or disarming locker should be explained. I had to call about both things inorder to get into my unit. But easily answ

Rating:

5.0

Kevin and Jennifer are awesome. I really appreciate the courtesy and due diligence.

Rating:

5.0

Kevin was awesome!!! Very knowledgeable. What I appreciate most was he gave me his undivided attention and answered all my questions.

Rating:

5.0

Bruce was friendly and helpful! Great experience.

Rating:

5.0

Great service when I needed it

Rating:

5.0

I have stored my belongings in a few different storage units over the years here and have had really good experiences with this Roscoe branch. Always friendly, helpful, secure, and prompt. Thank you!

Rating:

3.0

When U-Haul took over the management of this facility we were forced into buying a new lock from them. No refund upon leaving the facility. I do not feel this was fair nor just as I had previously purchased a lock when I first rented the unit.

Rating:

5.0

Had a storage unit for 4 years at the U-Haul property in Roscoe, IL. I lived on the west coast while renting unit. Storage unit was always safe and secure. Property was easy to get to and centrally located for easy access off of I-39/90 Rockton Rd exit. I recommend this storage property. Special thanks to Kevin at the main office on Prairie Hill Rd.

Rating:

5.0

Heather was amazing taking care of us.She made the experience easy!!!

Rating:

1.0

Rented unit on 6/19/21. Had my trailer with to unload. The code I was given to open gate did not work. Finally left, it was about 7:30 pm didn't figure I would be able to talk with a person. I was out of town Sunday ( father's day). Returned after work on Monday. Code still not working. In the evening ( same story). Called from work to get a different code. Which I did get. Asked for info about adjusting my contract dates, was told a phone # would be text to me to follow up on. That didn't happen. Argh. Tuesday evening new code worked trailer unloaded. Not a good experience. Hopefully someone of importance will read this and follow up. I will be surprise.

Rating:

2.0

The address provided at the head of the email confirming my rental was not the correct location so I spent 30 minutes walking around the wrong uhaul storage lot before I found out the correct lot was 3 miles away

Rating:

5.0

I had a great experience overall, but my close out experience did make me a bit uncomfortable. I called and said I wanted to close out, I was asked for my unit location and number, and I closed out over the phone without any proof that I was myself. Anyone could have called and canceled my unit.

Rating:

5.0

Staff is absolutely amazing. Would highly recommend. Units are sparkling clean and everything is so easy.

Rating:

5.0

This was very easy. The billing system was the only issue I had but it worked out ok.

Rating:

5.0

Renting a unit was very easy. The staff were very friendly and helpfull.

Rating:

5.0

Very accommodating, friendly and efficient

Rating:

5.0

Great service very helpful especially during these times

Rating:

5.0

The manager that helped me was great to work with! Thank you.

Rating:

4.0

The driveway and entire lot was not plowed very well at all, I have still yet to see the electronic gates close.

Rating:

5.0

Convenient

Rating:

4.0

Everything was very good except for the gate! The gate did not work many times, that was very inconvenient.

Rating:

5.0

Easy move in

Rating:

5.0

Only issue was the access gate, my code never worked. I called the office, super nice folks, never did get resolved. They had to give me another access code.

Rating:

2.0

The lock on the door that you are suppose to put a passcode in does not work so it is not a secure facility so I removed my belongings.

Rating:

1.0

Continued billing issues with the office. I had to prove each month I paid. I left the storage facility after 5 months of mismanagement of my account.

Rating:

3.0

The access code did not work, needed to call multiple times. Need 24/7 support for issues.

Rating:

5.0

Great service!! The welcome note is an excellent idea.

Rating:

3.0

I wanted the location on Prairie in Beloit, there were no openings, i called about one in south Beloit or Roscoe, the woman said she had one available. When I got there it wasn't open, even though I called first. But I ended up going to a third location ( on McCurry) to get a storage unit. Overall happy with office manager who made it happen over the phone. Just would have liked to skip the running around.

Rating:

1.0

The reservation system on the website is fatally flawed. We reserved a unit online, I called prior to move in to confirm the reservation contract, but upon arriving at the office to sign paperwork found there was no real reservation and no open units at any locations in the area. The local staff was great and found us a smaller unit that had been vacated a few hours prior so that we would have something but how can the reservation process be so flawed? We had a 26 foot truck full of our entire house possessions due to relocating prior to having our new house picked, what would we have done if someone didn’t happen to move out a few hours earlier that same day?

Rating:

5.0

Jennifer General Manager was awesome to work with.

Rating:

5.0

Got out receipt immediately with a phone call ensuring our intent was to vacate. Excellent practice.

Rating:

5.0

convenient, seamless, good value

Rating:

4.0

Very clean unit. Difficult to remove lock

Rating:

3.0

I went to my storage unit on March 18th and the card I had to swipe to activate the gate to open was no longer an option. There was no way to swipe the card. The phone number on the gate to call for help was busy. I called several times. The sign also said to use the kiosk inside for help. there is no kiosk inside. I drove by the office right before 5pm and 2 people were in there and looked mad that I came inside. I explained my situation. the woman told me that the phone number is disconnected and that there was a change. She said I was notified in May 2019, almost a year ago. I went in in May 2019 and was given the card to swipe. I did not receive any other notifications of any new changes. If the office was not open, I would not have been able to get into my storage unit that day, which was important that I did and should have been no reason to not be able to access anytime!!!!!!. She told me there was a code now to use. I asked for my code, which turns out to be my phone number. How easy would that had been if I could have called the phone number posted all over the site while I was there, and I could have gotten in my unit. what good is a storage unit when you cannot access at my convenience not theirs. You need to fix your update system. I wonder how many other people take a truck to get some things out of their storage unit and have the same problem.

Rating:

1.0

Just to cancel my reservation, I had to talk to 6 people, 5 of them accidentally somehow dropped my call. No one is EVER at the office for me to talk to as I've been advised by customer service. It's ridiculous the steps I had to go to cancel my reservation since I no longer need to storage unit. I was told to download the app. I did that and still couldn't cancel it. Not 1 person was helpful finding immediate resolution.

Rating:

5.0

Management at this location is amazing. Clean, easy to reach, accommodating, couldn’t ask for better service.

Rating:

4.0

It is just hard to get a hold of office personal sometimes...

Rating:

5.0

Very helpful and informative and reasonabley priced. Location is convenient, I'm glad I stopped by. Thanks Jennifer and Kevin..