Évaluations des clients Life Storage

Promote the customer service Representative - Neil - who handled my transaction to a managerial position. He was the single best U-Haul employee I have ever worked with in probably dozens of rentals at multiple locations through my life.

Easy and quick both places: pick up and drop off.

Truck was very clean and Neal was very helpful!

The men at the rental place were very helpful

I was running last minute on a weekend and had no reservation to get a uhaul and helped me a lot and went out of his way to get me a truck. He was nice and honest I would highly recommend.

The Android app for closed- hours pickup was glitchy. It did not do well with a mozilla browser on my android (pixel) phone. It finally worked using the chrome browser.

Van was dirty...everything else was good

Truck was dirty at pickup. Trash left in front of cab. And dirt in back of truck.

Your website was very confusing to maneuver through for someone who is not technically savvy.

It's was good nothing to complain about it

Brittany Roberts was very helpful and friendly n the process. The vehicle was just what we needed and more comfortable than expected. The side mirror system provided good rearward visibility. Returning the vehicle was so easy, drop off the keys - the records system took it from there. I will be a return customer when I need to move large items. Thanks!

The key drop off box was wide open and we tried to close it but it would not so we had to put the key in it still. The location was also a little confusing on where to put the uhaul.

Good location and timely good service

Better after hours checkout process. Bin to leave keys was not working and open for other people to take keys after checkout. Not secure

Your mobile check in and check out is the worst user-experience I've encountered through any digital service in a very long time, by such a wide-spanning market-dominant brand. I get the sense, this is no inadvertent happenstance, but rather the product of dark design considering multiple observations I made on front end and back end. When you consider the potential advantage posed to U-Haul when a large sum of customers fail to complete these processes properly, in form of applicable fees and/or unintended payment of said fees, it becomes clear that dark acquisition of invalid but in despicable revenue is, indeed, the objective to be gained. Only my opinion. For if any capable and earnest company executive were to actually pay mind to their product and service, and observe or personally experience what this experience is like for customers. they'd never in a million years INTEND for their customers to have it. You want details? No. You know exactly what's wrong with it. If I thought U-haul might truly take my comment seriously, and perhaps make an effort to fix anything based on my survey entry, I'd provide more actionable feedback. However, based on U-haul's current user-experience, and the repulsive and perilous state in which my vehicles engender every time I use U-hail, it's become crystal clear that U-haul has little if any interest in providing a service valuable to customers. U-haul's mission is undoubtedly revenue, which is not a crime. It is the pathetic and condemnable cost-cut approach with no regard for the customer that I think is worth reporting to the Better Business Bureau.

N/A

The front desk person was super rude.

Better Customer service at the front desk

Office person was rude.

They do not answer the U-haul phone number and do not return calls. Called 6 times and left 3 messages.

Address wrong- listed as 318 NORTh Henderson but is at south Henderson, miles away from what is listed

I give the facility that housed the truck 3 stars but U-HAUL gets ZERO stars. Reserving a truck with U-Haul was a nightmare. I spent at least 3 hrs on hold in the days before moving to confirm my truck, attempt to upgrade to a larger truck, cancel a BOGUS reservation that showed up on my account with a pickup location I wasn't even able to access, cancel movers they never confirmed and getting extremely unhelpful and inappropriate responses from a scheduling associate the day before my move. I placed an order for a 10ft truck and movers on 10/4 for a 10/31 move—over 3 WEEKS in advance. The week leading up to the move I realized I had never been contacted by the movers, America's Best Movers in Pennsylvania. I called and texted, but received no response. When I called U-Haul, they were unapologetic to the fact that I had to book new movers days before with last minute rates. After booking new movers I called U-Haul requesting an upgrade to a larger truck. The upgrade was confirmed on 10/29. Finally some good news, right? NOPE. On 10/30, the storage facility holding the truck called me shortly afterwards explaining that they gave the 15 ft truck to another customer and had NEVER received my original reservation for a 10ft truck. Keep in mind I booked this over 3 WEEKs prior. I spent the next 2 hrs on hold with U-Haul scrambling to find a new truck, being transferred to more and more holding time. I finally reached a very rude scheduling associate and was told that “It's a moving company and the end of the month-This is what happens. We can't guarantee that you will have a truck.” She was referring to my truck order never being received despite placing it 3 weeks ago and trying to find a new truck. This is NOT what happens. The associate then told me that the manager was gone for the day and I could be placed on hold for customer service if I wished to speak with someone. Great idea, I'll waste another hour on the phone to complain about an unsympathetic and rude associate. NOPE. I ended up getting in the car and driving over to the storage facility to reserve the truck in person. All in all, U-Haul was very inconsistent and difficult to work with: Movers that never responded and a truck reservation that was never received. If I hadn't been able to physically go reserve the truck in person hours before the move, I would have been screwed. On top of the normal stress of moving, U-Haul did nothing to make the move easier. Would NOT recommend using again, just book through a storage place or another company.

Ev was great in my opinion...😁

Poor customer service with arrogant phone reps and upper management Please have district manager call to discuss

Excellent experience- promptly returned my call and secured a truck for me that day.

Neal was very helpful. I had pleasant experience.

Floor of rental was completely chewed up. Dirty masks from prior renter were still in cab.

Everything was great but at the last minute my pick up location was changed which kind of threw things off for me but that's the only negative part of the experience

The cargo area of the van was a little muddy upon pick up but the cab and exterior were clean. The attendant was very friendly. He was not there when I returned the van but the drop off process via smart phone was easy to follow

The fuel gauge was showing below full and I told the attendant and he didn't seem to care all I am is saying is it needed to be full before I started driving it bc I needed to fill it up to full after my use of the truck

The app wasn't working correctly for me. It completed the pick up before I had the chance to enter mileage, gas or even get the keys. Went into location for help and had a Gentleman behind the desk be difficult from the start. "App worked fine for that couple" pointing to those who just left with their van.... I stated "Great for them. Didn't work for me." He twice tried to backtrack on what he said after my comment, realizing he was wrong to state what he had said (tone is everything. it was the tone that made his above words stand out as seriously poor in service) and couldn't help me when I stated the mileage and gas etc was never completed by myself. However, long story short, after a 20 minute wait to get through to uhaul via phone, I spoke to the most wonderful agent who helped me perfectly!

Van should have been serviced before it was given to me.

I requested truck for another location. They then called and told me I had to get my truck about 20 miles further away I was unhappy to have to pay for an extra 30 miles

Don't change the location twice in the 24 hours preceding the pick up date, continually getting farther away from the original pick up location while at the same time making the time later. It is really annoying to have to tell friends and family to change their plans to accommodate these changes. Both times , the person calling to change everything was rude and completely unsympathetic when I voiced my objections to the above mentioned changes. A simple "I understand your frustration" or an "I'm sorry for the inconvenience" would have gone a long way. The man working at the actual pick up location was very helpful and friendly and had us on our way pretty quickly.

Brittney was very nice and helpful

Not necessarily the site issue. The app was horrible. It says you are done and can pick up keys, but there are multiple additional steps after it. We were supposed to have truck at 10:30AM, but didn't get it until 11:00.

You need to be more clear at the time of ordering that the location requested may not be the location where the customer picks up the truck. I had to drive an extra 45 minutes one way to pick it up. Very frustrating.

Smelled awful in the cab of the truck! Didn't appear clean or disinfected.

Very professional service In and out in minutes Thanks you very much

The gentleman that represented u/haul was Not pleasant in my mind, also I got the wrong truck It was supposed to be a 20ft they gave me a 15ft Truck with no notification even though I reserved it a week before, he could not explain why

Nothing. Very smooth and easy process.

Uhaul worker was moving another truck. He came over and said “Did you replace the gas”? I said yes and he took the key and said I'll email your invoice, you can just leave the truck parked where you did.

I was not given a code for the lockbox and had to wait to get assistance for 40 minutes. the staff was rude and inconsiderate of the timeline that I had to stick to for my rental

I made my reservation 3 weeks in advance for truck share. The day I was moving 300 miles away. The truck was not ready and I spent a full hour on the phone with customer service sorting it out.

This was my second time renting a vehicle at this location, I got excellent customer service this time!

Every year we rent a van to go down the shore and everything is excellent. This year the van was dirty inside but the associate did come out and vacuum it. When we got home the oil light was on and needed two courts of out and the left turn signal did not work. I called the office and they said they do not have oil I would have to go to Norristown to get it. The reason I use this location is it is close to where I live and I didn't want to go to Norristown. As far as the turn signal he said they don't know unless someone tells them. So I hope they fixed the turn signal for the next person. We put the 2 quarts of oil in which is not a big deal because my time is more important than 2 quarts of oil. Because of the location and the many years of excellent service I will be back again and will still recommend to my friends. Probably just a bad year. 🤷🏻‍♀️

Very good customer service

Long story... First off the mobile app was not working so i had to wait for an employee to come. Then after giving the employee my drivers license and credit card he registered my card under someone else's account and handed me the keys to a different vehicle. So i went back inside and they said they couldn't get my credit card off of the others persons account and to watch my credit card for any problems. Then the uhaul decided to work but when i took my selfie the app accepted that pic but then would not accept the drivers license pic after 20 attempts. Then the employee got me proceeded under my name and i was on my way. Then i received a phone call from another employee asking me when i was bringing the vehicle back. I told him i was held up for 40 minutes in the morning because of your mistake then that the employee (who apparently quit) said i can bring it back later but please have it in the yard saturday night. When i dropped the vehicle later that same day i used to app to close the rental process. The app would not accept the multiple attempts of taking a picture of the dash with the mileage. So then i called customer service and the lady i spoke with said i must show up in person the next day or call them. I called the facility and left a voicemail. Overall horrible experience. The app failed to work twice checking in and signing out. And the employee putting my credit card information under a different name/account. And now i apparently have to watch my credit statement because i do not know if my credit card was ever removed under the other customer. I am a very calm person and a supervisor so i can handle stress pretty well but this was a very frustrating day. I had friends waiting for me on both ends to help me move. I really do not know what to say to make me come back as a customer. Some sort of financial reimbursement would be nice because a sorry will surely not cut it. I know this was an all around rare occurrence but i hope the comments i made makes it to the appropriate level within the organization. Thank you for giving me the opportunity to express my experience

Online check-in did not work at all so I had to go into the store. It all worked out really well in the end but it could have been very frustrating if I did it after hours.