Customer Reviews for North & Western Rentals
(U-Haul Neighborhood Dealer)

Évaluation :

4

A little hard to understand where to put the truck on return, but the customer service was excellent.

Évaluation :

3

Dropped off truck after hours. Not clear where to leave it. Being downtown in a city, it was confusing. There were UHaul trucks and trailers strewn over a couple blocks.

Évaluation :

3

Thank you! Pretty easy going, didn’t have problems :)

Évaluation :

1

The truck was not were it said it would be, at the gas station. We had to walk around and check out every truck number parked at random places within the block. Checking in took over 30min. Our reservation started at 6:00pm and by 6:30pm we were not even in the truck yet. I had added furniture pads and a furniture dolly with my reservation and that was not in the truck when we picked it up. Which resulted in us having to go buy the materials that were supposed to be there and we were even more late to our appointment. Overall, it was a disappointing experience.

Évaluation :

2

The instructions I received on the app were incorrect. The first truck I was assigned had a broken side mirror and smelled of urine. Since the side mirror made it undriveable someone in customer service was able to switch me to a different truck. I had ordered a hand truck, but it wasn't there. Terrible check in experience

Évaluation :

1

Location in a shell parking lot (not disclosed when I scheduled pick up). I called 2 days before to adjust my pickup time. The person changed it from in person pickup to mobile (without telling me. I scheduled in person for a reason) Absolutely zero information anywhere regarding pickup instructions. Went into shell to ask where uhaul was. The man pointed to a number written poorly on paper taped to a wall. 1 (773) 577-3968 Goes straight to voicemail. Couldn't get my code from uhaul website to open box as uhaul system crashed. Was given a number from customer service for 24/7 pickup help. (833-399-0504) only prompts given are to enter extension which I was not given. When you don't give extension it goes to voicemail. Finally uhaul system was working and was able to get my code 1 hour after I got there. My phone was on 3 % and if it had died I would have been completely screwed (I understand a mobile phone is required for 24/7 pickup, which I didn't select for a reason so I didn't think to make sure my phone was charged)

Évaluation :

4

The iPhone app did not work for me. It repeatedly required me to sign back in to my account. I eventually needed to use the browser website to get to my reservation.

Évaluation :

1

The day before the pick up day I was told to go to 1600 N Western Ave. However, once I was there, I was told to go somewhere else. I had to pay 15 dollars for the extra ride that I had to take. This was very disappointing.

Évaluation :

1

There were no Uhaul employees on site even though the location opened at 9 am. We were stuck at this shell gas station for roughly an hour and could not get access to the Uhaul because online check in wasn't working. The uhaul employee who answered the phone number provided for the location said he would call us back and never did and then helped customers who arrived after us first. We ended up missing appointments for our furniture pickup because of issues with self check in and the poor management of this pickup location.

Évaluation :

1

The U-Haul representative who rented me the truck charged me for protection plan that j didn't ask for and refused to refund it. Total scam and unprofessionalism.

Évaluation :

2

I had to give me information more than what I expected, everytime I called there was a different price for the truck. Very pricey! Drop off was complicated and gas was expensive overall spending of close to $400 not really satisfied. Wish movers were included with all that money that was collected just for a truck.

Évaluation :

1

It was not clear that this was a person less uhaul location. I had signed up to check in with a person when making my reservation, which the website allowed me to do. Upon arrival the location was just a bunch of uhaul trucks parked at a gas station. The gas station attendant had no information besides a phone number that no one answered and the voicemail box was full. Since I signed up for in person check in, I did not have access to the lock box which contained the key to my uhaul. I had to call just the general uhaul number and waited one hour and forty minutes to be connected with someone who was finally able to help me. I'd never recommend this location to anyone ever.

Évaluation :

1

This is the worst customer service I have ever experienced. You over booked the truck and have charged me even though I never received a truck yesterday. It's complete bullshit. I will never use UHaul again. You guys are the worst. No one will pick up their phone and address this issue.

Évaluation :

1

No parking spots available; had to park on street after trying to call the direct line - mailbox full. Called the general line - 60 minute wait time. Extra fees at drop off. Then key Drop box with lock code, no where or no one was able to provide code to unlock (no hole for key drop either). Attendant not helpful.

Évaluation :

1

Have the keys ready for the truck that they rent. I can't believe how awful this experience was!!!! You guys really dropped the ball on this. Not only was the vehicle I received not what I requested, but I got it over half an hour late. This was the most unprofessional thing and the 24/7 truck share staff was incompetent. I kept getting the runaround on the phone only to have to hang up and try again. Seriously awful. I cannot express how disappointed I am with this service.

Évaluation :

1

Customer service I received was difficult, disturbing, uncomfortable, and unacceptable. I have opened a case and am hoping this never happens to another Uhaul customer again.

Évaluation :

1

I'm never using uhaul again. Jerry completely ripped me off. He charged me for equipment I wasn't provided with (dolly, covers for furniture, etc.) and then was charged numerous fees and when I asked jerry what they were he said he'd remove them and didn't. And then when I called him he gave me a fake number to contact. The estimated cost was nearly tripled. Never again.

Évaluation :

3

I didn’t receive Emmy dolly for the uhaul.

Évaluation :

2

Both times I've used this location I've had major delays with finding/unlocking my rental. The gas station attendant doesn't know much about the uhaul services so you have to call and wait on hold for 45+ minutes or try to message someone about the problem on the website, which is pretty confusing.

Évaluation :

1

The van was not at the pickup location, which delayed pickup for 1 hour. Then, when we got to our house to start packing, the back door/gate would not open, so we needed to call and wait for roadside assistance to come, which resulted in another 2+ hour delay.

Évaluation :

3

The location was fine. Trying to get help from uhaul on the phone was a nightmare

Évaluation :

4

You need to confirm our ability to rent before day of check-in. Waiting for you to confirm we can rent takes forever

Évaluation :

1

It was a negative experience overall. The directions for receiving the keys were wrong which resulted in 20 minutes on the phone with customer service to receive a lock code. The gas station attendant was rude and said that he didn't help with any uhaul questions and the location was gross and unsafe. I also was charged an after hour fee despite returning on time. I would not recommend this location to anyone.

Évaluation :

1

So much. The whole experience of getting the van almost made me have a meltdown.

Évaluation :

2

The person inside at the location said he didn't have anything to do with the u-haul franchise. I had to call customer service and wait to get the lock box code.

Évaluation :

3

I did not accept the $30 safe charge online when I made the reservation. Before you charged my credit card I questioned this with the representative and said there was nothing he can do. When I got my bill I indicated I do not accept this amount and indicated why. But you ignored what I said and still charged my card. Why would you charge if I didn't agree to it when I setup the reservation??? Not happy!

Évaluation :

3

Your customer verification process needs work. First, requiring contact from two other people is strange. There has got to be a better way to do this. Second, not offering the ability to perform this verification in advance is irritating. I was standing in the rain outside a gas station waiting for a phone call for fifteen minutes. I was told the location was "open" and I could check in that way instead, but the gas station attendant just pointed me at a hand written phone number.

Évaluation :

5

Wow! Super pleased with how simple the rental is to do.

Évaluation :

5

I want to say we had an excellent experience. On the day of picking up our vehicle at another location, I realized I rented too small of a truck for our move. I called around to several local U-Haul locations, opening at 9 a.m.because we had to get packed and on the road, in order to get a 15 ft vehicle. North and Western Rentals told me that they could get us a vehicle and get us on our merry way. They were gracious in transferring our reservation and made the process very easy. Would do business again and will recommend to others!.

Évaluation :

2

In no way was I notified what "neighborhood dealer" meant. I didn't know I had to do everything on my phone, and I didn't know I would be picking up my uhaul from a gas station. You need to make this much more clear to customers on what they need to be doing to pick up their uhauls.

Évaluation :

4

The app/connectivity was really challenging. I had to restart the app process a few times because it would freeze. I sent a chat to see if someone could call me but the person never responded back so that wasnt a great experience from the customer perspective. I feel like maybe a uhaul rep should be available during pick ups to walk customers through the experience. Other than that the truck was great and clean!

Évaluation :

1

This was the worst experience I’ve ever had with renting a truck.

Évaluation :

4

S.O.

Évaluation :

4

The guy was really helpful as far as where to park. Location was great! REALLY didn't like the whole drop off process through the web. I had to change security settings to get it to work.

Évaluation :

5

N.D.

Évaluation :

2

The check-in process took longer than expected, and standing in the cold waiting for approval was not fun.

Évaluation :

5

Everything was perfect

Évaluation :

5

Website process for rental was terrible. Furniture pads I ordered were not present.

Évaluation :

2

The parking situation is difficult to manage for this location. No clear signage either

Évaluation :

5

When I needed a larger space than I had reserved, the location manager immediately was able to accommodate and provide a reasonable rate for it. Thanks for the help!

Évaluation :

5

Very pleasant to work with and easy to access the mobile pick-up. I had requested a dolly, but it wasn't able to be delivered to the off-site place where the van was parked due to snowy weather. They offered me the option to pick a dolly up at their main location or remove remove the charge from my invoice.

Évaluation :

1

Please implement a less predatory business model and/or policies related to small-print, misleading marketing practices and penalties for tolls and citations. Alternatives are everywhere to self-moving services, they deserve the business you are receiving.

Évaluation :

1

There was no cell service in the area which made the check in process extremely difficult.

Évaluation :

4

Equipment was rattling, dirty and poorly kept. However, it worked and the service of the people was actually very good. Also it was convenient.

Évaluation :

2

This is not a location that is manned by a Uhaul representative and I had a lot of challenges using the online system to Self-Return - would not recognize my account, the verification code never arrived, had to use the Contract # and name to get in but that didn't save. I tried contacting the Help Desk in a variety of ways (phone, requesting a call back with the long wait time, online chat) and was unable to get the support needed. I found the Self-Return process very frustrating and would not recommend using it. Better to go to a Uhaul location for support and an easier experience.

Évaluation :

1

Make sure the key to the promised rental is in the lockbox And allow a user to verify all their details before they get to the pickup location

Évaluation :

2

The pre-rental process was a nightmare and could have been completed well in advance instead of making me wait in the rain while making unsolicited calls to people without letting me know

Évaluation :

1

keys to selected vehicle were not available, had to wait 1,5 hours with customer service to get a new vehicle

Évaluation :

3

Designated spots for the trucks. Whoever parked the 15' truck didn't leave enough room for me to park behind them with the cargo van. I had to physically pick up and move the uhaul trailer to make enough room to park.

Évaluation :

2

over crowded and no one to help

Évaluation :

3

At first glance I thought it was a uhaul store with all the trucks and trailers but it was just a dropoff. Wish that was explained to to me.

Évaluation :

1

Lack of space to park trailer, I had to manually move another trailer in order to make room to squeeze in my trailer, which there was no room to maneuver my vehicle to back in the trailer. The only guy that worked there told me where he would like it, then went back inside leaving me to make space and unhook it myself.

Évaluation :

5

Repair the leak in the truck. My items got soaking wet up front. That is not the fault of the on-site caret. Johnny was helpful, excellent customer service!!!

Évaluation :

2

When I went to pick up the truck the website wasn't working. It didn't allow me to hit continue after showing me photos of the truck. There were two bits of damage on the rear not marked with an X. I wasn't able to submit a picture. Now I'm worried I'll be held responsible for damage I didn't do. Also, having to include a second contact to ensure the truck got returned didn't work. If I'd known I had to do that before it'd have been alright, but it got sprung on me. The first person I submitted just barely missed the phone call. When I tried them again the website didn't work, so I had to find a third person. Finally, the "forgot password" function didn't work. I didn't get any emails or texts to reset my password. Checking in took way longer than it should have.

Évaluation :

1

This was a horrible experience. The link to pick up my U-Haul would not work, and I had to wait on hold for 30 minutes before speaking to someone from U-Haul. The attendant at the gas station was rude and unhelpful. I would rate zero stars if it was possible. The only good thing was the representative that I finally got a hold of after waiting on hold for 30 minutes.

Évaluation :

1

What was supposed to be a quick rental to pick up some supplies from Home Depot turned into a couple of hours worth of wasted time. The pickup location I used is online check-in/pick-up only with key boxes. The online check-in went fine until the end when I didn't get a code for the key box, but a message to go into the U-Haul facility and see the attendant. There isn't a U-Haul facility or attendant at this location, so I called customer service and proceeded to wait on hold for nearly an hour before actually talking to someone. In that hour, I tried using the 'live' chat on the website (via my phone) and my questions there simply went unanswered. While waiting on hold I also tried to use roadside assistance in an attempt to get to anyone. It took that service about 40 minutes to get back to me, by which time I'd finally gotten someone on the phone and got my code. It is worth mentioning that when I did get a response from roadside assistance, I only got the code to the key box, but wasn't told which box I should use. There are only 3, but they are out in the open and, as a result, the locks don't operate very smoothly, and you have to jiggle the dials around to get them to engage. If I hadn't heard from customer service in the meantime, I would have had to mess with 3 different key box locks until I got the right one to work. The truck was fine and the drop off process was fine, but the pickup process was absolutely terrible and I feel that I should be compensated for the time I had to spend waiting for information I should have gotten immediately. Overall, this was a very frustrating experience and I will look for any other option for truck rental in the future.

Évaluation :

4

Not a lot of room for bigger trucks

Évaluation :

1

It's a gas station in downtown Chicago. Not safe or clean. I was told by customer service that I HAD to drop the trailer off at this location. Of course I get there and there I no place to put the trailer. Again I called customer service and they were extremely unhelpful. I will never use Uhaul again! They actually made moving MORE stressful than it already was. The customer service is horrible!

Évaluation :

3

Van was messy but ran well. Customer service was abysmal and not helpful in the slightest

Évaluation :

1

we did get furniture pads after paying for them and we're still charged for them. I am unlikely to use uhaul again.

Évaluation :

1

Our vehicle was not there when we arrived. There was nobody onsite to assist. There wasn't enough room for all the Uhaul vehicles to park at the end of the day.

Évaluation :

1

I was overcharged for gas I did not use, my reservation was canceled and an hour late, and there was no one there to assist with my uhaul.

Évaluation :

1

Vehicle was not ready for me to pick up. Had to call in 4x times to finally get them to switch me to a different vehicle. No person on site to fix the problem, no one answering the local phones. Extremely long hold times, wrong milage in truck made me call in before rental to update it and after rental because online forms wouldn't accept my updates. Truck 24/7 is a garage system. I wasted almost 2 full hours combined trying to pick up and drop off my equipment. Since the van I rented wasn't ready for me they switched me to a 10ft truck then charged me 50 % more per mile. Complete garage.

Évaluation :

3

Everything went well but I waited almost 2 hours for the keys. I was told that a $50 credit was being put on my card and it isn't there.

Évaluation :

2

gas station attendant unaware of anything to do for u haul trucks, trucks left very disorganized in the lot.

Évaluation :

1

Counter checkin wasn't available as advertised when booking. Pricing was misleading. Passenger mirror was cracked. Online checkin took longer than it should have because I was made to wait for approval. This was a stressful experience.

Évaluation :

3

I was not accustomed to the remote pick-up process and having the truck parked out in a busy street. The truck that we rented was a champ, it was well maintained and help up to the rugged drive from Chicago to Phoenix, AZ.

Évaluation :

3

Through the entire process, never once any talk of vehicles being disinfected. A little early to give up don't you think. Some wipes would be great. Your app sucks. No easy way to say it. The onboarding is clunky and the UX is poorly designed.

Évaluation :

3

It was very confusing, as this is a drop-off location only at a gas station. There is a dropbox but you have to look for it. No directions on how to leave the truck

Évaluation :

1

Hard to rent, hard to obtain the keys, unit was spray-painted with graffiti on the side, hard to return, location had no room, support staff was not helpful, having to call two references before getting keys is ridiculous

Évaluation :

2

The pickup process was incredibly inconvenient, and it delayed my pickup time by 30 minutes.

Évaluation :

1

The truck was hard to find, the instructions did not include the passcode to the lockboxes, the keys were mislabeled and disorganized, and the it took 45 minutes to get my truck due to all the miscommunication on U-Haul s part.