Customer Reviews for Arthurs Self Storage
(U-Haul Neighborhood Dealer)

Évaluation :

4

One of your employees continue to talk down to us and a few times was downright condescending. If they Had explained things ahead of time or in a civil tone of voice. The experience would've been much better.

Évaluation :

5

I do not think you need to at this moment

Évaluation :

5

Very easy process to check in/out, equipment was in excellent condition. Je les recommande fortement. 

Évaluation :

3

Everything was okay until 5:30 PM. I was supposed to be able to do a self-check-in at 8 AM, but the keys to my vehicle were not left available. Upon calling customer service, the agent apologized and told me I could either wait until 10 (when the location opened) or they would look up an alternate location with the equipment I needed that was already open for me to go retrieve a different van than the one at the location. While a bit frustrated, I figured two hours wouldn't make a huge difference and agreed to return at 10 AM. The U-HAUL agent I spoke with on the phone offered me a credit for my difficulty which I felt was more than worth my two-hour delay. The agent on the phone was extremely friendly, helpful, and kind. I truly appreciated that sort of customer service on the day of such a stressful move. At this point, I also decided to extend my time from 4 hours to 8 hours (from 8-12 to 10-6). No problem at all. When I returned to pick up my rental van, the workers inside of Arthur's were *so* friendly, kind, and accommodating. Pam was the primary worker and she was training another fellow (Matthew? Michael? Derek? Can't totally remember). Pam was so sweet and helpful. I didn't bring up the key confusion from that morning because 1. It had already been dealt with and 2. Who cares??? I was getting the van now, and I got an extra credit toward the account for my frustrations, so like it really didn't amount to too much for me and I was just happy I would still be able to move my big pieces of furniture that day. Pam and the fellow working with her checked me in, gave me all the details of the rental, asked me if I would be going over the listed distance (and then explained how it would readjust if they saw the odometer had got over a certain amount) AND clarified details about how to return the vehicle. Pam asked me if I thought 6 PM would work as a return time. I told her that I believed 6 would be fine, but I had work that day and wasn't totally sure when I would be able to do the actual moving part. Pam said "okay, no problem. We close at 7, so if you come back after hours, you can just drop the keys in our key drop box. We don't charge for after hour drop offs because we have the dropbox." I signed all my paperwork, said thank you, and left. Again, Pam and her colleague were so helpful I want them both to get raises (haha). I only note it in this way because I want you to understand that the workers did not communicate that having my van back by exactly 6 was of the utmost importance. Walking away from pick up, I felt comforted that I had a bit of wiggle room (because, again, I had work that day and couldn't do the actual moving until after work was over). Cool. All went well until 5:30, when I received an outright frantic phonecall from Denise from Arthur's. I was in the middle of moving my last piece of furniture from a location near my home, so I initially only received a voicemail. Denise said she was calling about her U-Haul because it was supposed to be back by 6 exactly and she needed to prep it for an overnight pick up. She said that she hoped I was on the way back already because she really needed it back at exactly 6. I called back and told Denise who I was and that the people who I spoke with this morning had communicated to me that the end of the rental period wasn't as strict and that the 6 PM drop-off had a bit of leeway. Denise, soundingly considerably angry, responded "Well actually no that's not true because U-Haul actually closes at 5." I said, "Okay. Well, I'm sorry. That's not what was communicated to me. I won't have the van back until 6:15, 6:30 at the latest. I'm currently moving my last piece of furniture in, which I will do with haste. Hopefully that works for you. But as I said, this morning your colleagues communicated something different than a strict 6 PM drop-off." Denise responded "Yeah, well no it really doesn't work for me because I have to prepare that van for an overnight pickup." I responded, "I appreciate that that is really frustrating, but unfortunately, I will not be back until I've moved this mattress out of the van into my new place. Like I said, I'll do that as fast as I can, but it's 5:40 now and I won't be able to get back to you by 6." Denise responded, "Well, I have to have it ready for an overnight pickup, and I'd really like you to be able to get home eventually. I really hope I don't have to cancel because it's my tenant." I said, "Ya know, I really appreciate how frustrating this is and I also hope you don't have to cancel for your tenant. Like I said, as soon as I can move my mattress out of the van, I'll give you a call and head straight to you. Thanks." I ended the phone call, moved my van to my new place, brought my mattress into my house [in a rush], and headed toward the storage facility at 5:59. That van had probably been driven about 10 miles that day, if I'm being generous. I know the policy about refilling the gas, and had full intention to do so, but the needle was *literally* still on F and it seemed that Denise wanted me to prioritize getting to her sooner so she didn't have to "be there all night." I called Denise, like I said I would, to inform her I was on my way back. I said "Hi Denise, this is [Name]. I just wanted to let you know I'm on my way back from [town], so I'll be there in 15 minutes." She said, "Well you still have to refill the gas." I told Denise, "Well Denise we've barely used any gas, the needle is still on F." She said, "Well those are the rules you agreed to and when the next person comes they're going to see how much gas you *actually* didn't use." Mind you, at this point, I'm getting really frustrated. I'm doing my best to work with this woman who is literally talking to me like I'm a child or a friend she's in a fight with, and as I'm trying to get this van back to her (since she was so angry that I wouldn't be back at exactly six and I apparently was ruining her whole night), she's giving me as much attitude as possible. I said "Okay, Denise, I'll see you soon then." And Denise curtly replied, "And bring a receipt" and *hung up on me.* So, I stopped at the gas station and got six dollars worth of gas. The needle did not move, mind you. I got a receipt. I drove to the lot, parked in a spot, and then Denise came to the door and said "You can't park here. You have to move this car over there behind the truck." Okay, I move the car. I get out of the car, hand the keys to Denise, and she does not ask for a receipt. I asked if she needed anything else from me and she told me no, I'll receive the receipt via email. I'm have worked in service, education, and several other public facing jobs for 10+ years at this point. The way that Denise spoke to me on the day of my move was so bad it was almost laughable. If I wasn't so stressed out from the fact that I was moving, I might have laughed at her on the phone. However, I was stressed, as it was. And it seems Denise was too. However, I, the customer, was being more respectful to her, the worker, than she was to me. Even if the appointments had gotten mixed up, if she had spoken nicely, or even just respectfully, to me on the phone, it wouldn't have been a big deal. Like I said, I've been in service jobs before, I know it's frustrating when things don't work out the way they're supposed to. But talking to a customer in such a rude manner, acting as if I was personally out to ruin her appointment that had not been communicated to me as such, and actually hanging up on me when I was trying to like actively help and accommodate her, ALL THE WHILE MY APPOINTMENT FROM THAT VERY MORNING HAD NOT BEEN PAID ATTENTION TO AND I HAD TO CHANGE MY PLANS BECAUSE *SOMEONE* DIDNT FEEL MY APPOINTMENT SHOULD BE PRIORITIZED (maybe because I'm not a "tenant"?), was without a doubt wholly unacceptable. I appreciate that maybe everyone didn't do their jobs the right way behind the scenes, and I do not know how this all happened. What I do know is that Denise was the only worker that day who was openly rude to me about something that was out of my control and not communicated to me. Perhaps others dropped the ball here, and Denise was left to pick up the pieces, but unless she wants Arthur's to lose another customer, I would recommend she never speaks to and treats a customer this way again. If you're the management, I would have a serious discussion with this woman about how to handle it when things go wrong and prioritize respect and professionalism over your own temper tantrum. It's a shame that I have such a bad taste in my mouth, because everyone else was so accommodating that day, but I'll never return to a place where someone treated me so poorly.

Évaluation :

5

Great customer service!

Évaluation :

5

Fix the check engine light. Make sure the U-Haul app works correctly

Évaluation :

4

A newer truck would be more fuel efficient which could help reduce costs for the customer. However the vehicle performed well even though it had over 100 000 miles. The check engine light was on which was a bit unsettling.

Évaluation :

5

Great service

Évaluation :

5

Pam And Denise Were Both Great, courteous, and knowledgeable.

Évaluation :

5

Improve the visibility of the key return in the door

Évaluation :

4

Denise Campbell was very polite and helpful during my experience at this location and she’s just a wonderful person.

Évaluation :

5

Pam at Arthur's Self Storage in Green Brook, NJ was incredible. She was so helpful, informative, patient and understanding through the entire process. I highly recommend this UHaul location, and will be using them in the future!

Évaluation :

4

I was over charged with mileage, I was charged for driving 117 miles, when I drove only 25 miles. I have a pre picture of odometer and. Office manager Denise agreed there was an error in billing. How will I get reimbursed. 樂

Évaluation :

5

Manager on duty was excellent. Best customer service in a very long time.

Évaluation :

5

Denis at Arthur Storage provide all the necessary details required for me to avail and use the equipment.

Évaluation :

5

The two ladies that work there, Pam and Denise are the best! They are the pinnacle of customer service. They explained all the charges, and how the rental works, and made it very very easy. I was happy I was able to leave my car overnight in a safe parking lot.

Évaluation :

5

Excellent customer.

Évaluation :

5

We have a problem finding the place; but otherwise was great

Évaluation :

5

Super friendly staff who were very helful

Évaluation :

3

Better street signage to help people find it. Location is on the backside of a building not visible from the street

Évaluation :

5

Denise was excellent and very helpful.

Évaluation :

5

I can never get the equipment-check-back-in process to work on the website upon returning the vehicle. The part of the website used when first getting the vehicle (drivers license and then inspecting the vehicle) works fine. It is just the check-in upon return that I have trouble with. All three of my last rentals, in different states.

Évaluation :

4

Location was good, but my online reservation was messed up by Uhaul and I was unable to pick up my vehicle when scheduled. This completely defeated the purpose of scheduling a 24/7 pickup time and screwed up my moving timeline. I will never use the online reservation system ever again!

Évaluation :

5

Very pleasant and professional! Excellente expérience

Évaluation :

5

Excellent service, knowledgeable staff

Évaluation :

5

I liked the van and had no issues. I wish they had bigger trucks to rent but it's okay.

Évaluation :

5

I think the customer service agent who gave me the truck did an awesome job telling me the rules and policy and everything turned out great.

Évaluation :

5

Muy buen servicio

Évaluation :

5

Had an excellent experience with Arthur's Self Storage! Would highly reccomend and will be my go to again in the future!

Évaluation :

5

Woman at the front desk was courteous and customer focused.

Évaluation :

5

I rented a truck and Denise made it so easy. She was very helpful and caring. Took her time to explain everything to me and I depreciated that so much was having a rough day so she made my day so much better. Uhaul is very lucky to have her. I would definitely rent a truck from here again.

Évaluation :

5

The app did not work. I had to wait for store to open.

Évaluation :

3

I did a mobile pickup which could have been convenient, but I spent like 45 min trying to start the truck. I tried calling customer service but they had over a 30 min wait. Finally the lady at the office arrived for her shift and came to me. She said to not insert the key all the way but like in a condescending "are you stupid" kinda way. I mean, my previous cars had turn key ignitions. I insert the key all the way in and it turns, which I would think is how it should be. But I never had to use a car key like a lock pick so no, I didn't know to do that, lady. Maybe this is a common thing with turn key ignitions that a lot of people know about - sorry I didn't. Or maybe the thing is just defective. Either way, it's not cool to talk to people, let alone a customer, that way.

Évaluation :

5

Continue doing what you are doing

Évaluation :

5

The ignition key did not always work to start the truck. This situation made for some tenuous moments when I was some distance from Green Brook.

Évaluation :

5

Have updated lists of mover help. I've had nothing but great experiences with UHaul, but have had nothing but last minute cancellations with the movers we hire through UHaul. They can't be relied on, and it brings the company down.

Évaluation :

3

Stop advertising a low price and then adding ridiculous charges for things like folding the blankets when you return the truck, convenience fee for you to check the truck back in if I'm not able to do it on my phone because your office is closed, etc. etc. Used up a valuable 1/2 hour of our time to run us through all the B.S.; fix the ignition for the key

Évaluation :

1

The attendant by the name of Denise was rude and unprofessional. She has an attitude problem the needs to be addressed.

Évaluation :

3

What a nightmare! I booked once & uhaul changed the location. Had to cancel & rebook. Pick up was ridiculous, the woman who confirmed my identity was extremely rude when calling my contact. Took 1/3 hour to confirm me. Then I returned an hour early and was charged full price. Never again, easier to use Home Depot

Évaluation :

5

I booked my cargo van the day before I wanted it, and everything was extremely smooth and professional. I highly recommend this location - Denise and Pam were both great.

Évaluation :

5

This was my first visit, Pam was great, she exercised great customer service skills and was easy to talk to. She was also very knowledgeable. Thanks Pam.

Évaluation :

5

The folks there were super nice and extremely courteous. They even called day of to let me know that the van was return earlier than expected so I could get it earlier if I wanted. Very professional.

Évaluation :

5

Every thing was great, clean & ready for pickup on time. Pickup & return very easy.

Évaluation :

5

Great reservation process, good communication and confirmation. Easy peasy pickup and drop off. Good value, great convenience

Évaluation :

5

Very nice customer service

Évaluation :

5

The uhaul online pickup experience is horribly painful !

Évaluation :

5

Staff was wonderful. Renting was easy and very affordable. We would definitely use Aurthers again!

Évaluation :

5

So far so good

Évaluation :

1

Bad customer service. Booked appointment for near location Stelton rd, Piscataway. However, later got call 10 inch truck is not available to this location. Just wastage of mileage. If I know before I book appointment online, will go for competitor truck rental service.

Évaluation :

5

These guys were great - can't say anything except keep doing what you're doing!

Évaluation :

5

Both Pam and Denise were friendly, helpful and went above and beyond! The van was amazingly large in capacity, comfortable, new , drove easily, had all the technology bells and whistles. Saved myself thousands of dollars from the movers cost, would totally do again!

Évaluation :

5

N/a

Évaluation :

3

The lady at the desk was not friendly at all.

Évaluation :

5

Be Great if uHaul will consider increasing the fleight numbers at this location. Thanks Ms. Denise.

Évaluation :

5

This location is awesome as usual.

Évaluation :

2

There were dirty wipes left in the vehicle...and some dirt in the back bed as if it wasn't cleaned out. As we did the walk around she admitted to not cleaning the truck. During COVID this is not ok. As I got in I took pictures of dirty wipes as she yelled at me saying to let her move them. Its too late for that if im already in the truck. The back middle break late and framing was missing, she advised that someone stole it and wouldn't allow me to write that on the contract...I had to take pictures on my phone as proof so that I wouldn't be charged for it. Her over all demeanor was that she was doing me a favor since u haul was there secondary company.