Customer Reviews for Storage King USA
(U-Haul Neighborhood Dealer)

Évaluation :

1

We wasted an hour in the morning as we attempted to check in because the app was not working properly. We also waited 30 minutes on hold for a customer service rep who could not help us. We decided to bring the truck back early, while the office was open so that the return could be processed by a human being. The rep in the office was no help either. She cracked the door open and said, "Put the keys in the black box." Although the app worked fine during the return process, it was arduous - especially after a long day of moving.

Évaluation :

1

The location has limited hours and you can't reach anyone to discuss anything. The manager never called me back after I called and spoke to Uhaul corp and thier phone service 3 times. I would never rent from that location again or reccomend it to anyone. Poor service!

Évaluation :

2

The front desk person at storage king was very very bad. She wasn't willing to help when she clearly saw there was an issue with app in picking up the truck and was rude to people(not only me but other people who came to pickup their trucks too). I would never recommend to set this location as a preferred one.

Évaluation :

3

The dolly wasn't in the van. Also the lock to the key box needs to be replaced, it had to be jiggled to open.

Évaluation :

5

The U-Haul web reservation system is poor at best. Check in was worse; giving incorrect information. Regina on shift at the site was the only thing to save the day. If not for her I would rate 1 star down the line.

Évaluation :

4

Rental process with new app left a lot to be desired. It too way too long. I will consider other companies than Uhual when I rent again in 3 weeks.

Évaluation :

1

I was charged for dolly and pads that were missing, and for 6 galllons of gas for less than 50 miles. I'll never, ever go to this location again, and if uhaul doesn't make me whole for the rip-off, I'll never use Uhaul again, either.

Évaluation :

1

We arrived at the scheduled pick up time and the location was to be opened at 9:30, well at 10:20 someone causally walks in and asks how she can assist us??!?!? Never apologized for us sitting there for 30 minutes waiting and have to call u haul to get help!

Évaluation :

3

The uhaul truck was clean and ready however, the employee was incredibly rude and if were not for this place being close to where I was using the truck I would have left and went to another facility. Her tone was clipped and arrogant. Also this facility did not have any dollys or hand trucks - she stated they didn't carry any in that particular facility. She was also 60 minutes late to open the facility. I had to wait until that point to pick up the van. My appointment was at 10 am and she arrived after 10:30 and also the information on the door showed a 9:30 am opening. However, when I returned the van the employee was excellent, respectful and pleasant. There was an error with the processing but he worked through it and fixed it. Too bad he wasn't the one to greet me in the morning.

Évaluation :

5

Nothing Everyone aspect was excellent.

Évaluation :

1

I’m being over charged on my order and haven’t heard back regarding this.

Évaluation :

1

I arrived to the pickup location as scheduled. After being on hold for over an hour and then talking with customer service for over an hour, it was confirmed that the key to the van was not there and I would be unable to use it at all. It was extremely frustrating. My friend and I both took the day off of work to move and our plans were completely ruined due to Uhaul and Storage King's disorganization and unprofessionalism. I would advise everyone against picking up from Storage King, it was honestly shocking how terrible the experience was.

Évaluation :

5

Your mechanism for renting a UHAUL using a smartphone is not good. The website did not provide me with the code I needed to get my key to drive the van. Fortunately a staff member at the storage facility was able to help me. Its the last time I'll be renting a UHAUL truck because it took nearly an hour to get the pick-up sorted.

Évaluation :

4

Ash, has excellent customer service

Évaluation :

1

There is no one to speak to when your equipment you rented is missing from your rental. I was charged for equipment Idid not have to use. No dollies, furniture roller or pads. I am expecting a refund and no one has contacted me from my email two weeks ago. Disappointing for a self serve experience it would have been excellent if everything I purchased was present. Please follow up.

Évaluation :

5

Need to improve app and process. No sense in having to upload driver license and picture once on site. Cell service was spotty which made it tedious. Our experience would had been horrible if not for the on site manager.

Évaluation :

5

Make your automated drop off/return process less onerous. Requiring photos of the millage, gas gauge, vehicle cleanliness and parking are ridiculous! People have just completed an exhausting move and requiring uploads of photos in real-time is unnecessary.

Évaluation :

3

The U-Haul app did not work, and no one answered the U-Haul customer service phone number for more than 30 minutes. Finally tracked down someone at the rental site who got me the key to the van. Lost an hour of valuable moving time dealing with nonsense and unacceptable customer service response time from U-Haul.

Évaluation :

5

Just want to say that Regina was the BEST!

Évaluation :

4

Very easy and convenient. The lady that checked me in (sorry I can't remember her name) was so friendly and funny. She made the experience very easy and pleasant. Merci.

Évaluation :

5

I couldn’t ask for a better experience.

Évaluation :

3

When scheduling I was given the opportunity to use online or in person. I chose in person due to previous problems with the online process. However when I arrived at the pick up location the attendant tried to get me to use the online instead saying t be preferred contactless pickup. After unsuccessfully trying multiple times to check in online and explaining to them that it wasn't allowing me to use online app because I had chosen in person, the attendant finally took care of it for me, seemingly a little annoyed that she had to. This was a little frustrating to deal wit but overall I was out in 20 minutes or so and the return was easy. Parking is very limited too so I rate this as an average location.

Évaluation :

5

I did have to restart the web site a couple of times to get through the process of checking out the van. I think it was after the phone had timed out and I had to unlock the phone with the fingerprint ID but I can't be sure that was related. But overall it was manageable to work through it and I appreciated the ability to check out and return the equipment outside regular business hours..

Évaluation :

4

Came to pickup a rental but the facility was closed... would have been nice to know that ahead of time. Called U-haul and was able to convert the rental to a mobile pickup.

Évaluation :

2

No parking at all. Not a single parking space. Your app doesn't work and prematurely checks out before it has given gas and mileage info.

Évaluation :

4

The Vehicle was clean but had an almost unbearable/sickening smell on the inside.

Évaluation :

5

The instructions on how to do the truck share was not very explanatory and the site was slow to load. Thank goodness the associate was at Storage King very helpful on explaining how the mobile pickup works.

Évaluation :

3

Online check in did not work although I had spent a lot of time the day I reserved went wrong all my information. Had to do it all in person with the staff who was very rude. Took a long time. Ridiculous.

Évaluation :

1

First of all I want to say that customer service at this location is the worst. I ordered the van on line and thought I did everything needed, but when I arrived to pick it up, it took quite a while. There was a woman in the office who was leaving for lunch and was quite nice. She told me that it was going to take a long time to finish the registration, but the general manager was there to help. The general manager never even came out of the back room. After having to take many pictures of my drivers license and my photo and submit them, it asked for a reference's phone number. The first woman told me it was just for reference and they wouldn't call the number. They did call the number and the person didn't answer the first time so they called again at which point the reference confirmed that I was who I said I was. It was more than a little ridiculous when I'm standing in the heat in the parking lot not knowing what is going on. Finally they gave me a code to get the key. Needless to say, it took way longer than my lunch hour to rent a van 2 miles from my house. The van ran fine, but clearly had not been cleaned. I had to lay cardboard on the floor of the back in order to load my furniture. It had what looked like Sheetrock debris in the back. I took pictures just in case they tried to say it was me. When I took the van back, the manager was the only one there and I told her I wanted to return the van and she asked if I had checked it in on line. I said "no, I didn't know I had to." She told me to check it in on line and turned and walked away form me, not offering any assistance. The check in was a long process as well . When I finished, I dropped the key in the drop box which she was standing right next to and she never spoke to me. No "Thank you" no "have a good day", no "come again", no anything. I would never rent from this location again. There is another one just as close to my home that is always courteous and customer centric.

Évaluation :

5

Fix the website so your mileage calculator ACTUALLY works. I paid for 20 miles becuase the calculator told me I'd have a 9 mile trip after plugging in the addresses... $200 later I found out that I wasn't quoted nearly enough miles and had to pay for the extra mileage!

Évaluation :

1

I am still waiting for someone to call me since I did not agree to charges. The Truck was not large enough and I wanted to exchange. Customer Service hung up on me TWICE. Online chat was useless, said someone would call me. They never have. They also added fuel charges that was not there to begin with!

Évaluation :

4

Covid-19 made property manager less friendly than the stand alone uhaul facility.

Évaluation :

5

Nothing, truck was clean and the service was great

Évaluation :

1

I ordered and paid for an appliance dolly with the truck. The truck did not have an appliance dolly in it. The only reason I rented the truck and dolly was to move a refrigerator. No one was at the location. I called the number. The woman told me that they do not rent dollies. I had to go get a refrigerator. I needed help lifting a heavy refrigerator into the truck. I had to pay $30 to two young men to help. And I hurt my back in the process to. What a miserable experience.

Évaluation :

3

The check in process was painful. I reserved a van online, and selected to complete the process at the facility. Upon arrival I was told to convert the reservation to online check-in anyway, and they would not be assisting me in picking up the van. I had to stand in the cold air and complete the check in, an area with spotty cell phone service. This took several minutes, and then when I got to the part where it said I am ready for my key, the Key Code never was sent to me. I had the option of selecting "I have my key," but the key code never came. After several times chatting with the help chat on my phone, they had me go to the counter and show the message to the agents to have them hand me the key. Took more than 20 minutes to check in, very slow and painful depending on cell phone access. Why give me the option of checking in at the facility if that wasn't the case? The lady at the counter begrudgingly gave me the key to the van.

Évaluation :

5

Had an easy experience. Regina was very present and helpful. When I initially walked in she was on the phone with another customer who I could hear yelling at Regina. She maintained her calm and deescalated the situation. She was great at walking me through the process. I would recommend this location to friends and return if I need another U-Haul.

Évaluation :

1

When I called ahead I was told that I should use the Uhaul App for sign in. I signed in and headed to the site. When there the key was in a lock box that I didn't have a combo to. The on-line sign in didn't provide a combo and I reviewed it and didn't find any instructions. There was no one at the desk in the office, it was locked with a sign saying they'd be back in 25 minutes. I called the Uhal 1-800 number and they said I needed to download an App to get the combo to access the key to the truck. Well the app wouldn't load, it kept giving an error message. When the office opened the attendant said Uhaul prefers customers go through the on-line check out and pick up. En result was I finally got a truck by the attendant doing a counter sign-up and pick-up and it took an hour to get the truck. Besides losing an hour of my moving time, it was very very frustrating. The counter attendant was helpful when she arrived but Uhaul and the on-line check out and pick up are a mess and I'll look for alternatives to Uhaul next time I need a truck.

Évaluation :

5

Drop the absurd secondary verification, or get what you need prior to pickup. Having to jump through hoops when trying to pickup a vehicle is frustrating and nonsensical.

Évaluation :

4

The internet was down but the attendant was able to check me in no problems. My original reservation location was a changed to this location due to availability issues. I got a call the night before and was offered a $50 credit for my inconvenience.

Évaluation :

3

Uhaul was missing a dolly. i was still charged for it. I have talked to customer support multiple times and it hasn't gotten me any closer to a solution.

Évaluation :

2

"Drive Now" service was slow and more inconvenient than speaking to a live rep.

Évaluation :

1

U-Haul is on antiquated systems and the mobile application does not work well. I waited over 90 minutes for a $20 rental; I was not waiting in a line, it took that long for the employee to get through the paperwork because the computer system was so slow.

Évaluation :

4

Office was nice. Truck was clean. They do not have moving accessories (dolleys) at this location despite u-haul offering those accessories for rent on the online order for that location. We had to go to a different location to get the accessory we needed and ordered, which was mileage we had to pay for.

Évaluation :

5

My only issue is with the website/app to get the vehicle. I should be able to pre "check in" similar to airline tickets... then when I am at the facility, do final check in. Having to take a picture of my drivers license and myself in a hot parking lot in North Carolina in August? Can we not do that a few hours prior in the air conditioned comfort from home... then finalize it when we get there and GPS confirm?

Évaluation :

5

I can't remember the service providers name but he was excellent. Polite helpful and courteous. I'd like to recognize his service. I rented at storage king in apex on west Williams st on 8/16 at 1pm.

Évaluation :

5

Great service and easy in and out on my van rental! Would definitely use again.

Évaluation :

3

You Need to update the computer system at the Apex location. The software cannot handle your contracts. The assistant Manager Regina was extremely nice and was trying her best to accommodate us in a timely manner but could not because of the computer delay. We were delayed for one hour because of this which was taking away from our time to move this is very frustrating as we were on a time frame for moving. You advertise utlitity hand trucks and furniture pads for rental but none are available at this rental location, you need to put this on your website so customers know what to expect. I would like to recommend this location but you need to correct the computer issues!

Évaluation :

2

I ordered a handtruck, but it was not provided.

Évaluation :

5

Staff was very friendly, efficient and very exemplary. Explained every bit of our contract in a professional tone while remaining courteous and kind. We had a very good experience mostly due to your employee. I hope she is able to be recognized.

Évaluation :

4

Very good experience and will use again.

Évaluation :

3

The only issue that I had and was not answered other then to tell me that someone would be told about my concern, is that we drove the rental truck for 20 miles and had to put 4 gallons of gas into a Ford VAN. Unless that van was getting 5 MPG there is a problem!!!! I really feel like despite the fuel gauge being photographed after the person prior to me, I was paying for someone else's fuel!! Which obviously is not right!!!

Évaluation :

5

Great service and nice newer truck!

Évaluation :

5

Wonderful customer service. Could not ask for any better

Évaluation :

5

Don’t remember the name of the young lady that helped me but she was excellent!, She represented your company very well..

Évaluation :

5

Jennette Bartlett made our experience wonderful, moving is a chore and she had all the best recommendations!

Évaluation :

5

I think the young lady at the desk name is Elizabeth if not I apologize. She is awesome sweet kind knowledgeable.

Évaluation :

5

Amazing customer service. Eilsabeth went above and beyond to make this a great experience.

Évaluation :

5

Great experience !

Évaluation :

1

I never recieved a phone call , as requested telling me that everything was ready for pick up. Only recieved an email saying it was set and ready. When we arrived got a lot of underhanded comments only to find out that they didn't have any furniture pads or appliance dollies as requested. Had to drive to a second location to find them and was charged twice what put original quote, when we requested the additional equipment. I am extremly displeased and can only hope that Uhaul will make some attempt to make this right but seriously doubt it since my experience so far has been very unpleasant.

Évaluation :

1

When I submitted my order online, I did not sign up for collision insurance, however I was charged $10 and it was added in to my contract when picking up my order. I was disappointed that the store manager did not return my phone call after leaving a message inquiring about why that was added in without my permission.

Évaluation :

5

Check out process was lengthy due to technological failures. Both the attendant in person and supervisor by phone were very pleasant and apologetic though!!

Évaluation :

3

The truck was two quarts low on oil. Had to buy oil. Also, the truck had damage when picked up.

Évaluation :

4

A sign that is lit at night so if it's your first experience you don't drive around in circle

Évaluation :

5

Very good customer service