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

Évaluation :

4

The employees are nice. The truck stank of old cigarettes. Kinda made me sick. .

Évaluation :

2

Limited hours. Closed at 1pm on Saturday and a pain to have to deal with the app to get the key. You need more availability on weekends

Évaluation :

2

I opted to pickup via the U-Haul app, but when I got to the location, the app did not load properly and I had to log my info several times. Then I was asked for an emergency contact, which was my mother who was in the car with me. She did not have her home phone with her and she was not able to be contacted. I went inside to speak to the person at the counter and she was a royal B-. I told her my contact person was with me and that I needed an alternate way to check in and pick up my reservation. She snapped at me and told me there was no other way. I actually cried over it because I had a very tight schedule to stick to. Turns out there was another way and she was just not competent enough at her job to know that. After I got the key and got in the truck, I noticed the side mirror was cracked. I took a picture of that because I did not want to get blamed for it. The tank was only half full too. I only needed the truck for a quick local pickup, so no big deal, just thought it was odd and if I had needed it for longer, it would have possibly been an issue. When I returned the truck I had problems with the app again, so I just left and contacted U-Haul customer service later. The U-Haul rep who chatted with me was very helpful. She checked in my truck and contacted to location to verify whatever needed verifying. But when I checked my receipt, I saw I was charged for 2 gallons of fuel, but I put in a gallon before returning, so now I have to deal with that. So U-Haul can shove it. I will go the extra distance to rent a Penske truck the next time I need one.

Évaluation :

4

Fix your app. It freezes consistently took over an hour to return the truck (after hours) ended up using the website so why download an app when the site works better.

Évaluation :

2

The online check in and drop off was difficult and there was no one available to help.

Évaluation :

5

Lisa was very kind and considerate. She unfortunately got to hear about the terrible experience we had from the moving of the pickup point to the breakdown on the road and the leaking box.

Évaluation :

4

It was ok, first time doing it online so it was a learning experience.

Évaluation :

4

Just two complaints, representatives that can answer yes and no questions instead of beating around the bush and also not hanging up the phone after they say hello and their name, otherwise I would say it went well.

Évaluation :

3

The rating I selected is mostly due to the huge inconvenience of having to do everything online at the pick up location when help is right in front of us. There were kinks in the system, and I was not able to share my location via my cell phone. My husband is a former IT professional and he couldn't make it work either. Because of this we couldn't proceed to the next step. So there was no way to get our truck and go. I asked the lady at the counter to help, but she said that UHaul expects customers to do the pick up themselves. After a few more tries, I was frustrated and asked the lady again to help me. She finally agreed but she said we had to wait for her to finish stuffing envelopes because the mailman was coming soon. I did not see a mailman. She didn't even seal the envelopes. But we waited. She then helped us and was very courteous. The exchange was less than 5 minutes, but we waited at least 3x what it took to be helped. If you guys think this imposed do-it-yourself approach is better for business, then you are sadly mistaken. You have certainly lost us as customers, and we now plan to buy a pick up truck.

Évaluation :

1

The clerk when I picked up the truck had no customer service skills: she kept insisting I check in online verses her doing it, I had to ask several times how the check in would be handled since the office would be closed, she neglected to inform me that if I returned after they were closed I would be charged $20, never explained anything about the truck I returned the truck 4 hours later thus being charged unknowingly $20. I went 12 miles The next morning I was charged for 102 miles. When I called the clerk said if there is a mistake it's my fault because I didn't do my own self checkin online. THIS WAS NEVER EXPLAINED TO ME THE NIGHT BEFORE. She said Uhaul doesn't want them to tell customers that or anything else such as the add $20. She said there was nothing she could do I had to call Uhaul. I asked if she would go check the mileage again. She did found the error and blamed it in her words"the stupid tablets Uhaul makes them use". Again she said I would have to get my refund by calling Uhaul because she was unable to fo so. She gave me a number to call which turned out to be incorrect. After talking to Corporate Uhaul I was assured I would receive a credit for the over charge and the additional $20 charged caused by turning the truck in when they were closed I received the over charge credit but not the $20 additional fee credit

Évaluation :

5

Very pleasant staff and experience....location, location, location.

Évaluation :

2

Our truck did not have the equipment that I ordered and it was dirty when we picked it up.

Évaluation :

1

This was the worst moving experience of my life. I rented a 15ft truck in Harrisburg which was then changed to state college. After this we canceled the truck due to it being too far away and rented a 9ft cargo van which was changed to a 10ft truck at another location. Very thankful for the 10ft truck, however, while driving on the highway the brakes gave out at 1:40am and I was stuck on the side of the road for an hour with no assistance. I was then asked by customer service to move to another location so a technician could come and check out the truck. I drove a truck with no brakes to a near by grocery store and at 4am was given a call to say at this time they were unable to help. I was 10 minutes from home so I drove the truck back to my house and got some sleep knowing uhaul promised to give me a call at 10am with a game plan for my moving day. At 10am I didn't receive a call. At 10:30 I called and apparently no one knew anything about my situation. I asked if we could just be towed to my apartment in Philadelphia as this was the only day I had moving help and uhaul insisted on sending a technician to see if the brakes were actually broken. Around 2pm a mechanic came in a tow truck and confirmed the brakes were gone and the truck shouldn't have been rented out as they should have seen this coming. I asked if he would be towing us and said he was only able to inspect the truck. Hours later at 6pm, a tow truck finally came and towed us, however, the truck was still on us to return. I told uhaul we were finished when we arrived at the apartment around 7:30pm or 8pm because I knew they wouldn't have anyone to come tow it for hours. At 12:30am my roommate and I had to leave our new apartment in order to go to work in the morning about 2 hours away. With uhaul's approval we left the keys in the mailbox and deemed it their problem as this was a life threatening situation where I could have died or have killed someone else if the roads were busier. We asked for a refund due to this hazard as well as this being an almost 24 hour issue and they said there was a possibility. I've been calling every day for a week with no resolution and no call back. This is the worst customer service I have ever received as an industry professional of over 12 years. If this is not resolved in the coming week, I will be contacting my credit card company to file a chargeback as it is absolutely absurd to expect us to pay for this.

Évaluation :

2

Truck was dusty, dirty, smelled like smoke. I have asthma and was having a horrible time breathing. Pick up by phone was a joke. No matter how many pictures I sent them it took forever.

Évaluation :

5

Everything was fantastic. The rental process was easy and the person who helped me get the truck was wonderful!

Évaluation :

5

Nothing - Lisa made the experience so wonderful for me. Merci.

Évaluation :

4

Check tire pressure, fill fuel tank. We had one tire nearly flat (good thing we noticed!, and only a quarter tank of gas

Évaluation :

5

Easy drop off

Évaluation :

5

The vehicle was clean it was not well-maintained it had an engine noise something of a exhaust leak that provided a serious bass tone that only went away if you let off the gas. Additionally the steering was exceedingly tight making driving this vehicle much more difficult than it would need to be. The result was a significant headache by the time I had completed my trip. If they had another vehicle similar I would have turned around and brought this back right away. I have used U-Haul over the years this was the worst vehicle I have rented.

Évaluation :

5

No need for improvement. The ladies are very helpful and very nice! I will be if in need.

Évaluation :

4

once again I had problems with entering the odometer mileage that dumb dot was iin the way and when I tried to call your number I waited over 30min and nobody answered. Everything is done on your phone and when try to get help this is no help. you have no consideration for the customer who has no updated phone.

Évaluation :

5

The truck smelled strongly of cigarette smoke. It was challenging to travel over 700 miles.

Évaluation :

5

Lisa as terrific! She made a very stressful move easier and was so friendly and accommodating! Thank you Lisa for everything!!!

Évaluation :

5

Allow personal contact at the facility instead of contactless digital pick up. It is nerve racking having to rely on a cell phone service to pick up the truck.

Évaluation :

5

great service, thanks to Lisa,

Évaluation :

5

The whole experience went without a hitch. I was very pleased with how simple the procedure was from beginning to end.

Évaluation :

3

We had requested an appliance dolly which was not with out truck when we went to pick it up.

Évaluation :

1

Your website and app leave a lot to be desired. Had everything set up on site, tried to pick up vehicle for 90 mins, 8 phone calls, loading the app on 2 phones and trying the website. Had to reschedule. Messed up the whole move.

Évaluation :

5

Lisa is very helpful! She set me up with the best deal and with efficiency. This was a great help to a challenging move.

Évaluation :

5

I was very upset when I went to pick up the truck rental at my scheduled 8am pick up time that they changed my pick up time to 3pm at at a different location. Very upsetting. Thank goodness I was able to get another truck but at 10an not my original 8am pick up time. Very very upsetting

Évaluation :

5

The truck was garbage . Maybe the worst I've ever driven. Tough to explain but there was no acceleration. If you hit the gas hard it sounded horrible . The steering was bad . Overall equipment was not good .

Évaluation :

5

Well I know under the circumstances we tried to use the on line system to rent and pick up the truck. Not very user friendly! However the lady working there was very nice about taking care of us and getting us on our way! The truck was clean however the person who used it last did not top it all the way full I took pics of gas gage before and after and I had completely filled it and put more in then I should have! Fortunately gas is cheap right now! Just thought I would bring that to your attention! Lisa was great with the whole storage rental and very nice to deal with

Évaluation :

5

Need more parking.

Évaluation :

5

Excellent experience all around. Thank you!

Évaluation :

4

Google maps took us to wrong entrance location.

Évaluation :

5

To hidd

Évaluation :

5

Nothing, really! Very happy with the truck and customer service by Lisa Thomas. Very helpful and knowledgeable about the business. She represents the company efficiently and with a smile. We made a good decision by renting the U-haul Truck. Barry and Lisa Hahn

Évaluation :

4

Ok

Évaluation :

2

Poor service

Évaluation :

5

nothing, all good.

Évaluation :

3

Staff was inconsistently friendly. Since this was a first time rental experience, explaining the process more thoroughly would be helpful. The price of rental out a little high. Price of uhaul acceptable. Price per gallon too high. I know you need to make a living, but gas pricing was gouging. Thanks for your service though. Appreciated.

Évaluation :

5

The service was excellent. Although the truck we received for use was clean, I highly recommend getting the shock absorbers inspected because the truck bounces almost constantly like a super ball on all road surfaces (not good for the cargo, let alone the passengers). Additionally, the brake system absolutely needs to be flushed and new brake fluid put in because the brake is extremely squishy (not safe).

Évaluation :

5

It was a rainy day and the window was partially open and the seat was very wet. The handle on the door also had 3/4 of an inch of water in it. The attendant did give me a blanket to sit on. The truck was old and noisy. We did find a small amount of water inside the box.

Évaluation :

5

My rental truck was 15'. It was my first experience driving a large truck. I found it easy to maneuver, back up, and turn.

Évaluation :

5

They were great. Easy ...

Évaluation :

5

very happy vehicle was on premises and ready to go