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Peter D
Customer Reviews for East Penn 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.
Don’t charge 25.00 cleaning charge for a dirty truck. I filled the tank and didn’t get it on full and didn’t get any kind of refund. If the customer is gonna do all the work with self check in lower your prices way too expensive for a 6 hour use.
Lisa GThe app was quite slow I had to use the website instead
Emily TTruck was old and although it was empty, smelled like it had never been cleaned. High mileage, and it drove like it! Found the afterhours checkin using the app to be EXTREMELY frustrating as the GEO location feature would not work. Not happy that I had to pay $20 checkin fee!!!!!
Frank MWhen you option out of safemove and they charge you regardless, something is wrong.
JACOB BEmployees were very helpful . My first time using U-Haul and I would certainly use it in the future. On that day, the reservation system was not working, however they were able to find a way to get my information over the phone . Thank you for having such dedicated employees.
Margaret FEverything was great!
Diane RNothing
John MI can not think of anything. Great experience from meeting Samantha in the office to returning the Uhaul
Jeannette MVery nice and helpful lady at the front desk
Joseph WThey stole money from me, Samantha hung up on me twice when I called to ask why, she rudely said it was in my contract that I'd be billed for returning the truck after hours even though I was asked to by Denise.... I asked to speak with the owner and Denise and Samantha hung up the phone on me twice and then a third time without making any effort to accommodate. Will be charging back the credit card....
Michael PAll good
Brent WMy experience with Uhaul was terrible. I have used Uhaul several times in the past to move, but this experience was unacceptable and I probably won't use Uhaul again. I made a reservation for a 15-foot truck in Allentown, and the morning of the reservation, no one called to tell me the truck was not available. So I was ready to start moving, but couldn't because the truck I reserved was not available, which is ridiculous because the concept of a reservation is to have the item reserved available. So then I was told that there would be a 15-foot truck available in Bethlehem, which would have been fine, but when I called to confirm that location on Stefko Boulevard, I was told that truck wasn't available either. At this point I am 3 hours behind schedule. After waiting on the phone with a Uhaul representative, I am told that the only 15-foot truck available is in Reading, which is an hour away from my location. Or, there is a 10-foot truck available in Kutztown. I chose to go to the Kutztown location because it was only 40 minutes away, but the 10-foot truck was smaller than I requested and I had to make more trips with this size truck during my move. When I finally got to Kutztown, I was 5 hours behind schedule for my move, and I was also told that I had to bring back the truck to the Kutztown location, i couldn't drop it off at a closer location, which is unusual because in the past when I used Uhaul, I was able to drop off at a different location than pickup. I had to spend money for gas in my own car just to get to Kutztown (40 miles), then 80 added miles to the Uhaul to go home and back, and then another 40 miles to get home in my own car. I spoke to a regional Uhaul representative over the phone who was able to reduce my per-mile gas cost to 99 cents, but I don't think this was enough because I ended up spending way more money than I would have if I had been able to pick up in Allentown, where I reserved my Uahul truck. This whole experience was horrible and I am extremely dissatisfied. I made my truck reservation for Allentown almost a week before I needed it, and it was confirmed in an email to me from Uhaul. There is no reason why this should have happened. I will not be using Uhaul again.
Gabriella CThe people at East Penn were helpful and extremely nice. The truck was very clean. Overall, a great experience.
Richard BN/A
Isabelo VExplain why I was charged a $20 service fee for dropping of a truck at this location.
MICHAEL KThe check in by phone was a bit tedious and time consuming. It was raining and we had to take pictures and stand out in the rain to finish check in process. Otherwise, keys, truck, and parking for our car were all readily accessible and facility is clean and safe. I'm also not sure why I was charged $26 for fuel AFTER we filled the truck upon return and had photos and receipt to prove tank was full. This might have been refunded to me, but there are so many surcharges it's hard to tell!
Andrew EVery friendly staff and extremely helpful!!!
JamesBrian FThe pickup and drop off process was easy. The truck operated properly and the location was convenient for me.
SARAH FMoving blanket/pads that were paid for were not in the truck.
DARREN CEverything was great although I would put running boards on the truck to make it easier to get into.
Michelle BSamantha was very helpful in securing my U-Haul Reservation. Only need truck for local 90 minute rental.
MICHAEL BThe truck smelled like cigetatte smoke. We told the rep who explained that the last person smoked and was charged an added fee for cleaning. Uhaul had cleaned it, but she agreed that it still reeks, but said it is was much better then it was. It was the only truck available and luckily it was a nice day so we could leave the windows open and we dont have any breathing issues. But truck shhould not smell like that and uhaul should have done more cleaning.
Michael GI needed a VAN, not a truck, but this was all that was available, first at one location not too far from me, and then the location changed to a further site from me. The truck had NO suspension. I was moving ceramic artworks and 2 9 ft.brand new black metal racks used for display. The ride was so bumpy that the racks were chipped and slightly damaged in the parts from which they were assembled. I have not as yet opened the heavy duty plastic crates the ceramics were packed in, wrapped thickly with layers of newsprint, the way I always pack them. Right now the items are all in storage in my shed. The person at the desk did not tell me anything about the truck's operation except to say, "it drives just like a car." It does not. That truck is not fit to be on PA roads or highways carrying any payloads except manure.
ELAINE BThe location was great. That’s not the problem. Uhaul itself is awful! Trying to book a truck online was the worst with them. Nothing went right and they couldn’t fix it. The nice lady at the location took care of everything for me. I’ll never use U-Haul again after this
Jack BCounter rep needed to keep the not funny smart ass joke in his head instead of out his mouth. Also when we got home, 3 miles away, from picking up unit, noticed a tire half flat. Called office and asked if tires are checked before rented out. Rep did not say yes or no, only stated, that must have happened on the way and need to call roadside assistance. Called roadside but automated system kept repeating to visit website. Not everyone has smart phones plus when moving computers are packed away along with cables and modem. It was good I have a phone to be able to go to site. Driver was at the home and a new tire on in 1.5 hours. The heavy worn and rusted screw was in the tire. That screw had been in tire for awhile. The store rep should not have assumed the time frame when tire issue occurred. Should have apologized for concern and explained why roadside needed to be called. So my experience from the store pick up would be a zero star rating. Roadside assistance would be a five star rating. Roadside driver was fast friendly and professional.
Kimberly HAgain, any personal communication about the return process and logging online to return would have been nice. 20 bucks is 20 bucks.
WILLIAM DNo because I had to move back from college and the u haul cannot be dropped off at another location. Not a good thing for college student who will be moving an hour away.
Chris MVehicle needs professional maintenance. Shocks/struts are awful, very little acceleration in 1st gear, smells strongly of antifreeze after running, and breaks may be wearing out. Cab and box in relatively good condition and clean.
Jarrod WOnly thing I would comment on is when sending the drop off location to the customer, maybe make them aware of what time the location closes just in case they prefer to deal with staff as opposed to just doing a drop off. However dropping off the UHaul after hours was relatively easy to do, the website directions were very easy to follow.
Brian Bthe step on the backof the truck slippy went wet my son and grandson fall on them florence youse
Florence YSend the billing information prior to survey
Dean MI use uhaul all the time. yet when im trying to check in at 5pm in the dark and the rain the parking lot is not bright enough for the photos to verify. I don't understand why it takes all my id info and then still needs to scan my Id day of if its been in the system 30 other times
Zachary FThe computer system was down for nearly 40 minutes when I checked in. The staff member, who did everything she possibly could to remedy the situation, could not check me in manually. Really not acceptable,
FRANK KThe woman must have had a bad night. Not a woman of many words.
Frank MSign stated to leave the truck 300 ft from the location. There was nothing there but a field. Had to return to the original location
Gregory SSmall area for returns as gate for yard locked. I know not expecting truck because of yet another change and we, unable to drive that distance with no available transport for us.
Francis BOnce again had problems with GPS and check out. Couldn't check out from where they requested to leave the truck so I had to go back with anouther phone to take pics for the check out process.
Tonya HNo Uhaul rep after 2 pm. Drop off was on a stone road
Thomas DThis uhaul location charged a extra 25$ cleaning fee for 2 unfolded blankets during a pandemic and national job loss,i was showed the contract which stated they could charge for a blanket unfolded but its highly immoral as a business practice . if you can ,find another location to rent from, here they will likely find a way to charge extra fees. I paid 25$ for 2 unfolded blankets i rented for 5 bucks .despicable
jammi dIt took me 31 minutes to get through to be approved. Horrible waiting. I will not revisit this anymore
Robert MThe person I spoke to when booking the truck did not enter in correct pick up time. When I received my email confirmation I saw it showed picking up at 4pm when I asked for pick up in the morning. Everything else was great!
John CThank you
Marjorie Pevery time I rent from U-Haul I get ripped off with follow-up charges. I filled the gas right before I dropped it off and they charged me a gas fee. and some kind of random $22 after hours service fee when I drop the truck off early. they always have a reason for extra charges. we followed all the directions that they gave us 4 drop off and they always come up with a reason for extra charges
Timothy ZEverything was great. The on site rep that helped me was excellent
Mary DCustomer service was good. They need a little bit of improvement when it comes to “waiting for approval” section for the after hours pick up. I wasted 15 minutes that I could’ve been already home and starting my moving.
Lyneth MNice customer service. Wonderful overall rental.
Jeff WDid not have the size truck I reserved. Had to take a smaller one. Turned out ok but no discount or remuneration of any sort for my inconvenience,
Barbara BDont charge customers for gas when they clearly topped off the tank. I was charged 17$ for gas when i had stopped litterally .2 miles away and put 4 gallons of gas in the truck. This is very irritating. Now i have to waste my time to call and argue about 17$
Gary WI am very pleased with my experience with this U-Haul location. The office manager was very pleasant to work with and everything went really well. Thank You.
Walter AStreamline your 24/7 process so it’s faster
Jody EIt’s not the location...it’s the process that was broken. Info has already been sent to customer service. The 24/7 process delayed us over 45 minutes due to them saying the license was a fake/invalid. Shouldn’t have happened since the license was already on file
edward jThe Only thing you should do is Have More Trucks on Hand and have the smaller Van's & Pickups in stock to Rent
Jeff ZThis location is perfect. Office was clean and professional. Rental was quick and easy and when I needed truck an additional 4 days it wasnt a hassle. Returning was also quick and easy. I will return ett n for all my moving needs
Vilma MThe internet drop off system should be explained when picking truck. Was unaware of pictures and had already turned in keys
Gilbert SNo improvements needed. The service was excellent.
Ellen SI was lucky enough to get a new truck for my move. I did the 24/4 check in. It was very easy.
Christine HUse this location all the time
daniel lThe equipment we received the Air condition wasn't working and we had a 6 hour drive without air condition and it was raining on top of that i have purchased road side assistance which only put on 45 minutes hold while calling them and no response we end up suffering and continue driving. There is 12v charging on the dashboard we smell something burning and realize that they shot our chargers we stop and bought another one use that in a different cord and did the same thing but this time it affects to my friends phone battery it shot the phone samsung galaxy S10. we have to use because there is no way our phone battery was going to last for GPS. the location is very good the front desk lady was very kind the only thing is that they located on the small area and its very impossible to make a left turn ou have ongoing traffic from both the ways with any 18' or above truck on that road you have to take right drive like a half mile and risk to take a u turn. i have used Uhaul service quite often due to my work this is the first time i have got this kind of experience hope this get resolved and no other customer has to suffer this again. i did have submitted complaint waiting to hear from them to see what they are doing to help me for all the sufferings.
parthiv pThe back of the truck was not clean. However the staff cleaned it out right away, which was great.
Christina AEverything was excellent and representative that set us up to rent a U-Haul was excellent also I apologize I didn’t forget her name however check your records she did a great job
Ronald FThe experience from booking the tantalizing truck to getting the rental truck was awful. I was on the phone the customer service serval times and every time ended with me questioning if I really wanted to use the company. They did not know how to fix the problem and just kept transferring me having me to explain the situation over and over. I have been in customer service and training for over 7 years and I would be fired if that’s how I treated someone. I got the truck an hour late which caused me to pay movers for an hour while they sat outside of the house I was moving doing nothing! I paid $100 for nothing because the service for U-Haul couldn’t help! Very unhappy and would never recommend anyone to use U-Haul.
Arielle B