We had trouble using the 24/7 pickup on the app. We decided to go inside and the employee who helped us was very kind and had us on the road in minutes. I would use this again but would skip the app next time.
Joshua Matthew K.
Customer Reviews for Watertown Self Storage
(U-Haul Neighborhood Dealer)
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.
My reservation location was changed the night prior without notification. A rental was not available, so I was redirected to another location where the rental was also booked by another for a majority of the time that I had reserved.
Laura G.The people who work at Elm Street are fantastic!
Joseph M.Nothing- was the easiest rental experience and the man working (I did not catch his name) was friendly, helpful and efficient.
deborah C.U-Haul app is NOT user friendly. Ran into difficulties both with getting the van and returning the van through the app. Glitches that turned into a major time suck. Thank goodness for the friendly and helpful staff who helped us navigate the process. Kaitlyn saved the day!!
Felicity W.Clean the cars before you hand them off to customers
AbdurRehman R.I had selected to pick up via app/phone, but when I arrived I was instructed to see a person. Luckily, someone was there, but I had to wait in line. The line was just one person, but still - I had everything pre-loaded into the app and I wanted a quick pickup. The person that helped me was very nice and very helpful, though! It just changes how I would choose to pick up next time - I likely won't use the app/phone option again.
Jessica Y.There was thick ice on wind Sheila and snow and window was left open from prio renter , so water inside van . However ; Jimmy the renter was fantastic and cleaned off the windshield fir us .He Was helpful and very nice to work with .
Rebecca D.The gentelman working at the location was an absolute wonder! thanks a lot
Ryan M.Hire better help. Someone that perhaps doesnt hate their job so much.
JPaul N.The pickup was smooth enough, with a human involved. The drop-off, using the online process, was terrible. I've dropped off UHaul vehicles after hours before, and taking all the pictures is a little tedious, but it's been fine. This time, when I was promoted to take a photo as part of the checkout, 7 our 4 out of 5 times it just didn't register the photo. And then when a photo did "take," the other information I had already entered on that page would clear, so I would have to start over, but I couldn't see that without scrolling up, so all I could see what that I had done everything and had no "continue" button. It was extremely frustrating and took much longer than it should have. The software absolutely needs work.
Janet Y.make the online check in process easier to access
Amy H.Had to wait about 30 minutes until the van was returned by the renter before me.
Jennifer Y.The online check in didn't work.
Kanako T.My experience renting a van was excellent. The only thing I can think to add is to shovel out the area around the van and locked box to make getting in and out of the van possible. Thank you!
Mary H.The equipment is good, but the rental experience is poor. I elected for a self-service check-in and did the pre-check-in, but had to repeat this during the actual pickup. Then the app required additional verification like a passport which we did not have on hand. This caused a lot of stress. Also, there was no notification from the rep or the app that we should do a self-service checkout. We only noticed the text after we returned home. The app is full of technical issues. I doubt I will use this service again.
Peter C.Perhaps a brief explanation of the essential dashboard indicators.For example, it wasn't immediately clear how to operate the lights. The instrument markings are frankly incomprehensible. I solved the problem by consulting the manual but it might be helpful to inform customers verbally where the key indicators are located -- lighting, windshield wipers, heat-air conditioning.
Nathaniel H.The employee who helped with pick-up was incredibly kind and helpful. I was surprised and pleased when he said I would not be charged for the second day I reserved, since I had returned the vehicle within 24 hours. The entire process was very smooth! (The one problem was I had wanted to rent furniture pads, but they were only available for sale.)
Heidi K.Reserved a truck with the 24/7 option since location was not open until 930am. Arrived and was told thru the app they were unable to process and I had to wait until they opened. Corporate blamed the location; location blamed corporate- all I know is thaty day was ruined because of it. Won't use u haul again.
Maxwell M.Accurately record pre-rental gas level, it was at 3/4 full when I picked up but was recorded as 7/8. I drove 6 miles and added a half gallon prior to return to get it to 3/4 and was still charged for 2 gallons.
Erin W.Go over late night drop off process
Anthony C.First time to use App-based check-in and out. Uploaded my info, copies of license card etc upfront, but still asked to do it again, in addition, an alternative person for verification, when checking in at the pick-up location. It took much time until on-board. Also needed to talk to a person at the location to know how to unlock a key box. I think this will not work out of business time, I mean, not 24/7 service. When checking out, stuck at the step 1 where I was asked to upload photos of odo meter and fuel gauge. Didn't work. Ended up to ask help to a staff at the location. Bottom line, didn't see so much advantage in App-based process compared to in-person process. Recommend to improve the app and hope quicker/simpler process.
Norio H.Check in was a bit complicated but was able to easily fix any issues
Robert P.No comment
Ahmed A.Our service representative went above and beyond to help us with our rental.
JACQUELINE S.Making sure the person in charge would do a better job and giving details and being true to their word on certain things. I wasn't happy when I was told one thing and someone said I was lying and over charged me for things.
VIET N.Maybe keep the vehicles locked when not in use. There was a drunk in the van the morning I was renting the van and no one knew how he got in.
KEVIN L.Good experience. The location did not have the pads we requested, but they were able to credit us for that amount. Obviously, would be great to have the pads . . . if someone knew in advance that location did not have them and they were essential for protecting the belongings, then they might choose a different location.
William H.The staff were helpful and friendly - we really appreciated it!
NANCY M.Quick pickup, friendly service. A good combo!
ERIC P.Please stop the requirement for location services on your clients' phones.
MAURICIO A.Great customer service, Thank you for all of your help!
MINDY C.I didn't get his name, but the front desk representative was so friendly and helpful. Really delightful to interact with, knowledgeable and helpful.
Lara H.The drop-off location, still under construction, did not have a key drop-off box, so it took a 20-minute call to UHaul to come up with a key drop-off resolution. Otherwise, I appreciated the UHaul rescue.
John G.