Customer Reviews for Storage Pal
(U-Haul Neighborhood Dealer)

Évaluation :

2

Elected to use the U-Haul app as opposed to customer service for the first time and it proved to be a mistake, primarily because of location. The trucks were essentially located around the corner from the actual office, out of view. Eventually located the office only to have to do a pre trip inspection around the truck while raining in a muddy lot. Maybe throw some gravel. Ultimately the truck with insurance for a same day inner-city move was closer to $100 than the $20 advertisement. Tried calling the office during business hours numerous times with negative contact. Some of the issues were undoubtedly the unfamiliar territory of using the app and weather but next time I guess I'll stick with a customer service representative for questions or concerns for a more effective and efficient rental experience.

Évaluation :

2

Site was not marked at all well. No signs. No other uhaul there. Cell service left me just 1 bar that would go in and out. Was very unclear where to leave the UHaul. Too remote. I didn't feel safe in the area esp without reliable cell service.

Évaluation :

5

Very accommodating & great service

Évaluation :

5

Area manager was AWESOME! Excellent communication. Easy pick-up, and everything we needed was provided. A++

Évaluation :

3

Dropped U-Haul truck off after hours.

Évaluation :

4

I don't think with inflation and intrest as high as it is that there is anything you can do to help your customers any more than you already are.

Évaluation :

5

The local people were great. Unfortunately, the U-haul web presence was nonexistent and useless.

Évaluation :

3

Not for renting vehicles. They are mainly for storage.

Évaluation :

3

The Owners were very nice and professional and helpful.

Évaluation :

5

Everything was great

Évaluation :

5

Rent hourly also.

Évaluation :

1

They lady work there is very hateful and nasty to my husband I will never go there again

Évaluation :

1

dolly wasnt included then i was expected to go all over lexington to get another one it wasnt there then i was charged i had a awful experience

Évaluation :

3

Let people know that there is an after hours fee when you drop off.

Évaluation :

5

Easy drop off.

Évaluation :

1

This place was 14 miles out of my way even though my storage facility had a drop off box for my U-Haul and a pick up key from the U-Haul I just didn't understand why I had to drive that much more after moving all day and driving. This place was isolated in the middle of nowhere very little space very secluded no I would not recommend anyone for this place especially a woman and her son . I also feel you want to be able to drop off your U-Haul at any facility that has a drop off box without your app on your phone telling you where you need to go it should have let me drop the U-Haul off there at my destination.

Évaluation :

2

First of all when I got to the location I could not check in online because my reservation said it was for a different location. I had to call to get this straightened out. After finally getting that done when prompted to get keys from lock box, the lock box has to be located. Where the truck was parked and keys were located was approximately a block away. A map online would have been very helpful with this. This whole process took about an hour. Then when it came time to return the truck I had the same issue my reservation being at a different location. This happened on a weekend when the office was not open. To add insult to injury when I get my final invoice, I was charged for 2 days instead of the 1 day I actually had the truck. When I call customer service I'm told the wait is 15-20 mins. I work and do not have time to sit on the phone on hold waiting to have this addressed when I shouldn't have been charged to begin with.

Évaluation :

1

See above

Évaluation :

5

Everything was 👍

Évaluation :

3

When I arrived to pick up the truck it was not there. They said someone did not return it. I think they should have been on it a few hours ahead of time and made sure a truck from somewhere was there. They did eventually get one for me, but the moving help was standing around waiting when they finally got it to me. Also said I would get a 50 dollar credit for the problem which I have not seen on my card.

Évaluation :

2

The 24/7 mobile app is very difficult to use. I tried using safari first, and I had multiple problems. Uhaul redirected safari to many times. Safari would not let Uhaul verify my location. I called the help desk, and never got anyone. I finally downloaded the app, but I still had a negative experience using the app. As an example. The app told me the code to the lockbox, and then immediately exited. I then had to walk four hundred yards to lockbox, and I had no way to reacces the code to the lockbox. In summary my partner was tired of hearing me complain about this app all day.

Évaluation :

4

I was very anxious because I was not able to return the truck when scheduled. I was upset and frustrated, but the receptionist/dealer was very helpful and understanding and I was able to finish moving with less anxiety.

Évaluation :

1

I paid for a dilly and there was no dolly in the uhaul and it was also dirty inside the uhaul I had to clean it before moving.

Évaluation :

1

I dropped off the truck as I was supposed to and tried to do the return verification by the phone like normal but it said that location wasn’t eligible and they still charged me 20 then charged me for the 1,9 miles over when I had to drive out of my way to pick up the truck and they chose the return location furthest from my house instead of the one right down the road and the drop off location was not easily visible nor well lit so it was harder to find , nor did the sign say storage pal so that was confusing as well

Évaluation :

5

Maybe put a sign at lot where trucks are parked, giving direction to office around the corner. Thanks Drew

Évaluation :

1

The lot was nothing but a muddy grass lot very nasty to try to park a 26ft truck in. The gentleman stated just park it over there. Didn't even inform us he was leaving so after we parked it went to go give key and the office was closed so we used drop box we didn't know we had to go through the app to drop off so we had to come all the way back half an hour drive just to take photos for the app.

Évaluation :

3

The return process is really complicated by the back and forth directions required by mobile pickup and the distance from office-to parking-lot. I'll know better next time.

Évaluation :

5

Mrs. Star was very pleasant and helpful!

Évaluation :

3

closed when I got there but Domaine open up and told me what do

Évaluation :

1

I reserved the truck about 3 weeks in advance. I was told that I would receive an email with the confirmation and pick up location. When I didn't receive an email, I returned to the location and was told that I would get a text message regarding the pickup location and confirmation. When I didn't receive a text, I went to another U-Haul location. They were able to locate my information about the rental truck. I was told to pick up the truck at a their location. When I arrived, they couldn't process my rental order on the computer. They could not load the driver's license onto the program to process the rental. After about 2 hours, I finally got the key for the rental truck. By this time, it was 5:30 and the man went with me to the truck. The truck had a flat tire and the cab was dirty. There were peanuts and chip crumbs on the floor. I used several clorox wipes to clean the cab. Considering there is a COVID-19 outbreak, that cab should have been sanitized. In addition, I had to call the 800 number to get someone to replace the flat tire. Each time I talked to someone, I was put on hold for several (10- 20) minutes. Around 8:00 a man finally arrived to change the tire. I was at the U-Haul rental from about 3:30 - 8:30 trying to pick up the rental truck. I will never use this company again. The company should not charge for this rental. I received nothing but horrible service throughout the experience.

Évaluation :

1

We were charged a $20 fee for returning truck on Sunday. It was not stated we would be penalized for returning truck early. If this is the case will not use Uhaul again. Spent over 600 on this truck.

Évaluation :

5

Online return did not work. We attempted several times from two phones. Called Uhaul directly since it was after hours at this location. There was a message that said their system was down. I will be requesting that the fee be returned to me. Other than that, the rental experience was great!

Évaluation :

2

It is easier to speak to someone than use the app. The location of the truck and the keys are two different spots and difficult to find. We rented a dolly but it was not in the truck for use.

Évaluation :

5

Merci.

Évaluation :

5

Don’t need to do anything it was a great experience.

Évaluation :

4

I would only recommend this location because Natasha Starr went above and beyond for me. As far as for Uhaul I was not too happy with the service of getting a truck. I made reservations 2 weeks prior to moving. I was told that I would get a phone call 5 days before pick up date. That never happened. I did receive an original email of the pick up to be in Shelbyville like I requested. When calling the location I was told that UHaul had reached out to me to move my pick up to Louisville. That was not acceptable. The lady at Horizon Storage said that she could give me one of her bigger trucks if I didn't mind taking that. I agreed to this. On Friday afternoon around 3:30 p.m. I got a text message from UHaul saying my pick up had been changed to Frankfort, once again this was not acceptable. I then called Frankfort - Storage Pal and at first she didn't even have a truck for me, so you can only imagine at this point I was freaking out, because I had already planned to move my daughter to Richmond, KY Saturday morning. She did some calling and found out that they did transfer her a truck. She was able to set up the 24/7 service for me because I needed the truck by 9:00 Saturday morning. I will say some work does need to be done on the 24/7 application. Everything on my end was telling me that my check in was complete, but it would not give me a code for the lock box. Thank goodness the owner of the company I picked up the UHaul from was still there he was able to call Natasha and she got me squared away on her end from her home.! That I'm very thankful for! The truck that we were given needs some type of service done to it, because it shook so bad if you got up passed 55 mph, so needless to say I had to do 50 mph all the way to Richmond, KY normally takes about 1 hour to get there it took 1 hour 45 mins.

Évaluation :

5

This was a great location with a very knowledgeable and customer oriented agent

Évaluation :

3

Better directions to facility!!! Very confusing, obscure location. Personnel were very helpful, improved my rate over what I'd come up with on internet (which is something you should correct at your end...options arent offered on line)

Évaluation :

5

Very happy with the rental experience.

Évaluation :

5

Location is a very welcoming environment. The are very helpful and knowledgeable. They made sure everything was ready to go when I got there.

Évaluation :

5

I called and she had it ready for me when I needed it She was really nice

Évaluation :

4

Fix your mobile check-in. You claim it "will make your pickup twice as fast" but in reality, delayed me by more than 25 minutes because the app was sluggish, getting credentials approved took FOREVER, and attempting to do the return online was pointless. App crashed at least 4 times and I abandoned it after that.

Évaluation :

5

Nothing it was easy

Évaluation :

5

Great service.. was very pleased..

Évaluation :

5

First off Uhaul changed my location for pick up and drop off. When I went to pick up the app was not working. I had to wait an hour for the location to open to get help. The employee was amazing and very helpful. Once we got the truck to the location we fou d prescription pills and a marijuana grinder in the truck. I'm glad we didnt get pulled over because I would have been responsible for that which was not mine. Lastly, when dropping off we had trouble with the app again. Very dissapointed.

Évaluation :

5

Nothing it was great

Évaluation :

5

It was great

Évaluation :

3

Office was very difficult to find, even with GPS I was not informed (perhaps failed to read?) that there was a cleaning fee of $25

Évaluation :

5

The vehicle gas tank was full and it was clean, Natasha and her little friend were very helpful.

Évaluation :

1

This place is very dirty. There was dog at reception without leash. Truck was dirty from inside and there were nails also inside the truck. This truck was very old and in bad shape. 75 k plus miles but it was in very bad shape.

Évaluation :

3

There are no improvements needed at this site. Everything was perfect-except the weather-LOL. We won't hold you responsible for that!!!!

Évaluation :

1

(1) Men at Storage Pal were extremely rude. (2) Sent us a bill for a charge that we did not do. They claimed damage to the wheel well of the van. (I am willing to take a lie detector test over this). Did not run over anything??? (3) Left the van parked at the gate and asked the men was there anything else to do. They stated "no". (4) Be careful at this place.

Évaluation :

1

Fire the lady at the front desk. She was rude, and hateful.