We were originally reserved with another U-haul location about a mile away, but due to the size truck we needed (10’), we got bumped to Move It Storage instead. There are 2 parking spots, one is handicap & the other the property manager was parked in. I parked around back. My reservation was for 10am. I showed up shortly after 10am & the office was locked. I called the Move It Storage phone number and was routed to a call center. Everytime I called this number, I got a different person who wasn’t aware of the situation previous, so there isn’t great documentation when you call. The lady I spoke to offered to get the Storage site property manager on the phone, and was placed on a brief hold. I was then told the property manager was on site & she would be to the office in a minute but she was in a storage unit at the moment. I stood in the hot sun for 30 minutes waiting for “just a minute.” I called the number back, and was told to “wait just a minute” again. I told the call center lady that I had already called, I had already been told to wait a minute, that was 30 minutes ago, and I think I had been more than patient standing in the hot sun waiting. She offered to stay on the phone with me in case it was longer than a minute she could call the property manager back again. I look down the road into the storage yard and see an UTV heading my way & disconnected with the storage yard call center. Kimberly comes and opens the office. She was complaining about the heat & I kindly explained to her that my 65 yr old parents are waiting for this truck, now an hour later, to help move some furniture from the 3rd floor, and we were trying to get it done before the heat of the day. She just kept complaining about the makeup running down her face. I did not care. We had a reservation for 10 (our previous reservation at Oso Creek was for 9am) and the time stamp on my contract for pick up was 10:58am. Now we were certainly moving in the heat of the day instead of being done about lunch time. I let Kimberly know that I parked on the other side of the building, in case anyone came asking & she told me that is at my own risk. I asked where I should park the car & she stated “most people just get dropped off.” Well, ummm, this information would have been good to know previously. We needed a dolly but wasn’t able to have one, Kimberly says the website doesn’t have the ability to let customers know when they book if the site has the equipment they need. My dad got on the phone and found a dolly we could use at Oso Creek, the location of our original reservation. I went over there to grab the dolly. I walked in, was immediately greeted and helped, explained who I was & he wheeled the dolly out to my U-Haul & loaded it for me. He then told me to go ahead & return it to the SPID location because they don’t have a dolly and Oso Creek had several, including this extra one. How nice!! The truck was great, the move was great, despite it being hot & later in the day than we had planned for. I did a quick drop off of some furniture to the goodwill with the truck after unloading at their new residence and got back to the Storage yard about 3:45pm, my truck reservation was until 5pm. The gate to the storage yard opened as soon as I pulled up & I thought GREAT! Kimberly is in the office, saw us coming & hit the gate opener. Nope - couldn’t be that easy with this location! We pull in, grab all our stuff, and head for the pedestrian gate. Locked. We knock on the door, on the windows, hoping to get someone’s attention. Nothing. I called the phone number to Move It Storage call center & was told Kimberly went home for the day. Posted office hours on the door said 10am-6pm on Fridays. I asked the call center what I am supposed to do to get out of the storage yard I was stuck in since both the gates were closed & how was I to check the truck back in. The lady on the phone wasn’t even sure how I was supposed to get out of the storage yard, but she did offer to make a note that at around 4pm I dropped off the U-Haul. How wonderful. Well, two things I was thankful for in this instance - I was not dropped off to the location & this time I had someone else with me. I had to get back into the U-Haul & open the gate, let my passenger out, who grabbed the car on the other side of the building, then do the turnarounds & come back to the storage yard, then I had to open the gate with the U-Haul again to let her into the storage yard, then I got in her car, which then opened the gate again. As luck would have it, I left my phone in the U-Haul, but noticed before she left the gate sensor, so I was able to run back in the gate, get in the U-Haul & grab my phone & get out of the gate. I dropped the U-Haul keys into the slot & noticed that it said there would be a $20 charge for checking the U-Haul back in after hours if the app wasn’t used. I didn’t have the app, and I wasn’t checking the truck in after hours, it was 4pm & the office should have been open until 6pm. I will say that after all of this ordeal, I wasn’t shammed by Kimberly with extra fees, not even the $20 extra for dropping it off after hours (I did have all my receipts & proof just in case). She did the right thing in that regard and she was pleased to now have a dolly on sight from Oso Creek. Every move I’ve ever made I have always been on a time schedule. When you make a reservation for 10am, it is expected to have that appointment at 10am. I will not get a U-Haul from this location again, as the hassle of pick up and drop off, despite all the other things that were good, was far too ridiculous. This location severely lacks on the customer service side of their services, or at least appropriate communication about pick up and drop off. And WHY was I even trapped in the yard. This makes absolutely no sense. This alone receives zero stars and major complaints, and this was only half of my terrible experience renting U-Haul from this location.
LAURA S
Move It 5072
(U-Haul Neighborhood Dealer)
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The sales associate was extremely helpful and personable, we had great communication!
Kimberly WThe distance was way too far I had to drive 12 miles just go pick it up and then another 12 months to drop it off I'm on a fixed budget and I will not go that far next time and I saw some other U-Hauls that actually has what I needed but when I called everybody told me they didn't have it was the right answer you
JOHN RExceptional customer service
FRANK CCheck in process was weird - No documented proof of insurance provided when I checked in. Was told it was all done via email. Dont like that. We should have proof of insurance in hand when we drive.
Anthony M