Customer Reviews for iStorage
(U-Haul Neighborhood Dealer)

Évaluation :

5

Bryn was awesome! Made check in & check out a breeze! Knows & performs her job exceptionally well. That's rare in this day & age. 10/10 

Évaluation :

2

First I had an appointment scheduled and when I got to the location on time the rep told me sorry she was on lunch and I could come back in an hour. I had to explain to her my movers were in route and finally she agreed to honor my reservation time, but not without letting me know she gets in trouble for working "off the clock". I had the reservation for several days prior, I was not a walk in, she chose to take your lunch at that time. Then she asked me to leave her a good Google review because she's in a competition with her sister stores and "wasn't doing so hot". Then, the U-Haul did not have a key to lock the back so I couldn't lock my belongings for the 3 days I had it. Upon drop off I was charged for fuel despite filling it back up at the gas station across the street moments before drop off. It could've been "below" because I waited 8 minutes to find out where my husband needed to park it. Will choose a different location to rent from in the future.

Évaluation :

4

Mariah was great. Everything was ready when I arrived. Only issue was I bought a pad lock, since it doesn't come with one, but when I went to use it, it didn't fit. So I had to go to home depot and buy 2 other options, only 1 worked. So I'm out about 30 dollars in locks costs.

Évaluation :

5

Very quick friendly service.

Évaluation :

5

Great service bat this location.

Évaluation :

1

The rental agent was rude, truck was so dirty I could not see out of the windshield (no wiper fluid in truck either), truck was old with 173 500 miles and ran terrible. The return process was worse than the pick up.

Évaluation :

5

Everything was easy.

Évaluation :

2

Do not ever use the app or website to pick up truck! It took an hour on the phone to get thru the process! The app and website are horrible!! Truck was good. I will be calling for a refund of some type for the wasted hour on the phone at pickup and 30 minutes at return

Évaluation :

4

Easy enough instructions, used self serve on the app

Évaluation :

2

Communication was terrible. Delays waiting for corporate to honor the price I was quoted. Poor clarity in how everything works as far as gas needed.

Évaluation :

3

The moving blankets I order were not in the truck and is was an after hours pickup, so no way to get them for the move.

Évaluation :

5

They were not open everything went well

Évaluation :

3

Truck was very bad and should be retired. Steering crooked and all over the road. Definitely needs to be gone

Évaluation :

1

Was never sent a copy of the service contract that designated the drop off location for my trailer. When I contacted the uhaul representative, "Janelle" told me she was unable to locate my agreement and it was up to me to figure it out, as this was not her job. Threatened me with a $800 surcharge if I dropped at location. Rude is an understatement. I won't be back.

Évaluation :

5

Nothing! Gigi was great explaining what to do and expected.

Évaluation :

4

Uhaul Manager in Montgomery was very helpful to ensure that all equipment worked well and that we understood the use of hauler.

Évaluation :

3

The last customer that had the truck before me left wet moving blankets in the truck. I couldn't use any of them because they were so wet I couldn't use them on my furniture. Disappointing because I was counting on using them

Évaluation :

5

The UHaul representative delayed her lunch hour to accommodate my pick up time. I genuinely appreciate the excellent customer service.

Évaluation :

5

Great customer service and very friendly staff

Évaluation :

3

I ordered a dolly but it wasn’t there, I had to go buy a dolly and straps for a total of 139$, I would appreciate being reimbursed for the dolly charge please

Évaluation :

5

Le service a été excellent. Really outgoing lady. Vehicle clean but trashed. Drivers door difficult to latch. 8mpg for 15' van driving real careful.

Évaluation :

1

Customer service was helpful.

Évaluation :

1

Gigi was dishonest in her dealings with us. We were told there would be a $20 charge for after hours return even though our reservation was set. This was not the only lie. We had to chat with UHaul directly to get the truth and sort out the details. Fingers crossed on whether the charge is going to be correct.

Évaluation :

4

I rented the 15 foot truck as a walk-in- easy to get and then I was coming back in a hour or two but could just leave. That was great. The truck sounds like it needs maintenance and was running rough. She said it's ready to retire it condition… I only drove 14 miles when I turned it in but was charged $12 in fuel. She said it was only half full looking at the meter but come on….. 14 miles total….. that doesn't justify $12 in fuel. Otherwise if I were going further I would have probably asked for a better truck maintenance wise. It could use a cleaning g on the inside as well.

Évaluation :

4

A little confused by the drop off process since the place technically was open but no one there. Had to call customer support and we just hoped for the best for where I left it

Évaluation :

1

We are a family of 75 plus couple , trying to return the trailer, when we arrived at the location. The lady informed me that she did not have anybody to help me unload the trailer and told me to take to the back unload of myself. I said I cannot do it and my husband is a handicap she say take to the back anyway I don't have anybody to help you so we unload the trailer at the front door of the facility by our self and left is that's the way how you treat all the people ?

Évaluation :

5

The staff was so friendly and helpful that it's always a nice experience.

Évaluation :

1

Thus was my second very poor experience with Istorage. Same lady. Refused to assist in attaching trailer to my vehicle. I have never experienced such poor customer service from any other dealer. I rent several times per month. I have no idea how Uhaul allows this location to participate in the dealer program. During my first visit to this location the same lady insisted I disconnect a very heavy Uhaul Auto Transport Trailer from a Uhaul 26ft Rental Truck which I returned from a One Way Rental. How/Why I was ask to disconnect Uhauls equipment is beyond my ability to understand. Anyway feel free to contact me to discuss any further details. Keith Engelke 830.229.7277

Évaluation :

5

Great service! Thanks Gigi.

Évaluation :

4

The manager of the return location was very helpful and initiated a complaint to the next level of responsibility. We have no complaints with this location and will definitely use them if the need arises in the future for a rental vehicle.

Évaluation :

5

Kenny was great. Very helpful,very professional. I have rented twice,same equipment,great service, friendly staff.

Évaluation :

3

Gigi and Kenny were very helpful as best they could. I would not recommend this location to rent U Haul equipment due to cleanliness of the facility and the lack of training and direct help from its employees.

Évaluation :

5

Everything was greater

Évaluation :

5

Very Professional and Caring. The Woman had alot to deal with, because there were 2 of us trying to get a trailer at one time and the Internet was down. We will be back again.

Évaluation :

5

This manager (Gigi)was superbly accomplished! So kind, courteous and helpful. She had multiple customers, both in store and online, and managed everyone in the same polite way, so that everything was sorted in an extremely competent manner.

Évaluation :

5

hassle free pick up

Évaluation :

1

An experience like no other I needed a uhaul truck to move items here from Austin. The good news is that there are some very good uhaul places in Montgomery. I first stopped by the uhaul on McCaleb. A full service uhaul and storage facility, the staff could not have been friendlier, knowledgeable and accommodating. Turns out they did not have the truck I needed at the time of the move and the uhaul site referred me to the uhaul at the Montgomery car wash. This is not a manned facility, doing everything electronically. Again, great people as I had some questions on how to do the self-checkout etc. It is people like this who strongly represent the brand and ensure a company will get return business as well as referrals. And then there is the uhaul at iStorage where I ended up due to delays on the movers. The woman who operates this facility, hereafter known as the UhaulNazi (Uhn), could not have been less helpful, friendly or accommodating. But, I don't know Uhn personally so perhaps she kept some angst in reserve. I did everything online that I could in advance of the move. Still not comfortable with the self checkout, my wife and I got to the facility an hour early. We would be on a tight schedule to drive to Austin and meet the movers there. I told Uhn that we needed to leave promptly at 11:00, the time I scheduled online. She said that she could not do anything for us until 11:00. Hmph. I asked if we could at least do our inspection of the truck, take pictures, etc., as described on the web site. After some thought, she handed me the keys. I asked if there was anything else that was required. Uhn checked the computer (finally) and said, surprised, "No, you've already completed everything online". My wife and I took about 30 minutes to do what needed doing. By this time it was 11:00. Out of courtesy, I went back to the office to let Uhn know we were leaving. The office was locked. Given Uhn's last comment that we had completed everything, we left at about 11:10. More than 20 minutes later, Uhn calls and declares, "You did not sign the contract. You must return and sign it or I will report the vehicle stolen". Really? We went back and forth on this as my schedule did not allow for this level of delay. Finally I asked if she could just email me the contract. She thought about it, then got some data on alternate contacts, emailed the contract and all worked out from there. At least, none of the police, sheriffs or constables pulled us over. So, we unloaded and took the truck back the next morning. As there were no signs indicating where to park returning vehicles, after I pulled in I opened the uhaul app for instructions. "Please park your return where designated at the return location". Ok, not helpful. Coincidentally, Uhn was just pulling into a parking spot in front of us. She got out of her car and marched over to us. Optimistically thinking she would offer some help in identifying where she wanted the return, I opened the truck door to talk with her. Side story: I haven't seen actual window winder windows in over 40 years. That's what this truck had. And, while it would go down easily it was very difficult to put it up. So, I would just open the door when I needed to talk with someone outside. Additionally, the vehicle did not have cruise control. Seriously? Really cannot remember how long it has been since I had to drive long distance without one. Likely 1973 or so. Anyway, as I opened the door, she ordered, "Move that truck. You cannot park there; I cannot back up". If you ever drive by the facility and imagine a 15' truck in the driveway you will discover that you could drive a couple 18 wheelers around it with ease. Kind of set me off, right? In any case, without any help or direction, we parked the truck among the others while thinking that returning trucks should go to a separate area to be checked before renting out again. Thinking about it later, this was a foolish thought as the truck was filthy so checking in and cleaning up is not part of the service at this location. Finally, to add insult to injury, Uhn had put us in the computer as leaving at 10:30 the previous day. Fortunately, we returned it at 10:15 though we thought we had until 11:00. All in all, people matter and people in service positions should at least have some aptitude if you want to enhance and protect your brand. Uhn is very ill-fitted to this job.

Évaluation :

3

We did a self check in, and it went without a hitch, no pun intended ☺️

Évaluation :

5

The person greeted and was very friendly and was very helpful.

Évaluation :

5

Friendly and helpful staff, convenient location, easy in and out.

Évaluation :

5

Both the person who helped me get the trailer turned around and ready to go and the person who later reached out to me when they found a key I had lost there were terrific. I will continue to go here whenever I need a rental.

Évaluation :

4

Only complaint is the parking lot is very small and difficult to maneuver. This is because the storage building there's a large structure on a fairly small piece of land. Y'all did a great job compressing everything into one location, but it makes it difficult to maneuver with rental

Évaluation :

5

Office lady Gigi(?) is the best!!! Very helpful from start to finish. Merci

Évaluation :

1

The trailer was not at the location that uhaul emailed me. I had to call a 1-800 number and talk to a person and have them search my zip code and find a trailer for me. It was in a different city, 10 miles away. I lost a major portion of my moving day tracking down a trailer while hired help idled away at my apartment with nothing to do. Bad customer service. No customer communications.

Évaluation :

1

Train staff better. She was rude to the customer in front of me then she kept having issues with not knowing how to put information into the computer. I got there at 10 am to pick up the U-Haul that I had already reserved didn't get it until almost 11 am so lost an hour of truck rental time. Also had reserved a appliance dolly and didn't have one once there.

Évaluation :

5

Keep the lady that was in the office. Was very respectful and kind

Évaluation :

5

Will always rent from here lady behind the counter helpful and very nice.

Évaluation :

5

We love GG♥️

Évaluation :

4

The tandem axle 6x12 trailer is just too heavy for a single person to lift. U-Haul needs to come up with a better solution to hitch the trailer and suppliers need to always provide support to make the connection rather than just let you do it yourself completely. Some people don't have a clue about connecting a trailer.

Évaluation :

5

Your electronic contract signing needs work.

Évaluation :

1

Customer service was terrible and very user unfriendly... also your agent charged my grandsons credit card $500 a "hold charge" even though I personally returned the truck and paid the entire charge on my credit card. Matter of fact, your agent specifically voided the original order and recreated a revised order using all my info.