Everything went according to plan!
Ken D
Customer Reviews for U Stor It Gary Avenue
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Les commentaires de nos clients sont extrêmement importants pour nous. Nous en tenons compte pour guider nos efforts et améliorer notre service. Tout ce qui suit vient directement de la part de nos clients, sans filtre ni modification.
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Awesome, it helped that I drove a new van with 1000+ miles. Would definitely drive this one long distance. Location was Easy to get in and out of. No problems or issues. 5 + stars
DENISE WUhual truck was booked around a week in advance and confirmation email was sent to me. However, when I got to the location to pick up the truck it stated "no equipment has been scheduled", yet I received a confirmation email with the location and truck I would be using and was never informed that it was changed or canceled. Luckily someone working there arrived and was able to get us a truck, but we were delayed significantly
Jack MIt took a long time at the counter to finalize the rental. I didn't like having to use my cell phone to scan my driver's license.
Gerard SVery nice and friendly staff. David was the one we worked with the most and the service he provided is the reason I will be back and recommend this location to others.
Casey WI still don't understand why I was shifted to this location which was 35 minutes from my home and not one that was closer to my house. As I drove by the location closer to my home. I saw that they had all of the equipment that I had rented.
Darrell OThe self serve process was challenging. The instructions/app need some work.
Ralph RVery easy process!
Robert VNi signage to show the location
WILLIS TUhaul really understood my needs for needing the moving truck for multiple days snd I really appreciate that.
ALVIN PExpensive!
Simón CThe U-Haul entire system was down and I couldn't get my truck for several hours. Very poor IT infrastructure!
JOSEPH ZBoth the guys who I delt with were awesome. Friendly, helpful, took care of me and got me on my way. The van was low mileage and ran like a top. Thank you U-Haul.
WESLEY GThe self check in process didn't work well. I had to call in to get the truck key. The app is just not customer friendly. However, the location is good for me.
BRIAN GClose to our home. Good Sunday hours. Helpful personnel
EILEEN Pthe lady that took care of me was very nice and helpful
JOSE TI can't think of any issues.
MATHEW PLocation is good with the service, but the best as U HAUL owned and operated service location. As trucks are pared back of the U Storage building, the area was not plowed properly and such we had to go around in the snow to take the pictures of the truck. Truck was covered with snow and there was nothing in the truck to help clean it. Also there were boxes and other things left inside the main cabin. Given we leave in Chicago area on a nice sunny day we expect the the equipment in the clean condition without snow and other things. We have to clean the truck and spend time before to get on with work that we rented the truck.
Rashesh SQuick and helpful staff. Nice location.
JEROME SYou shouldn't change the pick up location for my trailer to another location. It should be your responsible to get the equipment there after you've confirmed the reservation. Also, the trailer wasn't available at the time I originally requested and I had to cancel that part of my order.
DARYL CStaff was so nice and so kind. We had a great experience. We will definitely come back for all our future needs! Lucky to have them represent you. Thanks so much, Kathleen Esposito
KATHLEEN EThe staff was so professional and friendly. My wife and I truly appreciated being treated so nice by the staff.
BRIAN PGreat employees in Carol Stream!!
TIMOTHY GHEY you charged me for a dolly that you didn't provide. Please return my $7
Trevor HCustomer service was excellent
CHARLES FAll good. Instructions were clear, and we had a good day. Thanks to Dave, who was upfront and helpful from the start.
James GThe checkin process on the app was slow
Todd AFriendly staff easy pickup drop off too.. all done with app before arrival. A+++++++
JAMES L…
Kathleen MWell, what I didn't agree with was that they called me like three days ago and they had no knowledge that I had returned the vehicle when I returned the vehicle the same day and put the key in the mailbox as they asked me to, and I don't understand how they hadn't seen the vehicle parked there where they asked me for it for three days.
IOSBEL AKeep up the great work. Pleasant experience.
GEORGE CHe was great! After a long day at work you want something done easy and he made this rental process very easy for me! Merci.
BRITTANY HI do not want to be VP Harris but nothing. I do not remember the gentle mens name that helped me. He was polite gave my truck quickly and the return was fast also.. The think that truck needs is the brakes check they where soft on the peddle to me..
PHILIP BWe are a returning customer.... Why? Because we get taken care of !
MARY GEverything went smoothly, except that I bought 2 rolls of bubble wrap that I ended up not needing, and they would not accept returns even though they were unopened.
Nicholas CNo need Doing great
Keatan PU Stor It Gary Avenue had excellent customer service. The gentleman behind the counter was very friendly and helpful with any questions I had. The pick up experience was very easy.
Kara EMileage surcharge… meh not a fan.
James LThey over charged lied about where the gas was I would not recommend
Ammie BGreat experience all around
JAMIE LHave healthy staff available to hook up trailers.
HUGH WThe entire process was top-notch. Clean facilities and trucks, good personnel, decent price. I'll be coming here from now on.
RONALD Svery friendly
DEBORAH FCounter people were very enthusiastic and welcoming!
John CInstructed by the lady working that day that when returning the truck, to be sure to drive it around to the back of the building down the narrow drive and be sure to reverse the truck into the standard car size parking spaces. This is difficult especially when required to come within inches of other vehicles and does not seem like it should be the responsibility of customers like me who have little experience with vehicles of this size. Upon returning the vehicle there are seemingly a couple of practical reasons she requested this. Hoping this is not a U-Haul policy as much as an employee request of assistance from customers who are able to finesse these large vehicles into a tight parking area. Three of us customers waited about 15 minutes in the outer corridor of the main office where a basically 'be back soon' sign was hung on the locked door. This was around 5 o'clock which is the standard return time with the business closing at 5:30pm. Once allowed entry to the main office the first customer was an elderly man who let her know his (15 foot minimum) truck was out front. The employee hemmed and hawed and the gentleman eventually said he could go park it in the back. She agreed stating she isn't great at driving the vehicles as she hit a handrail the last time she tried to park one. I can also see the request to ask customers to re-inventory the fleet of vehicles in the back if there is only going to be 1 person working like on this day when customers converge to return trucks just before closing time as they would be taken out of the office which they lock and have customers wait in the outer corridor. An extra staff member or a more experienced/trained driver would be beneficial as customers could park by the front office doors for returns and the employee could move them to the back narrow lot 150 feet away around the side and back of this huge warehouse building at their convenience. The initial pickup was more cumbersome than needed. All information for the rental request had been provided online but was requested again as if they were not able to see the online request. And the process for providing your ID is for the rep to send a link to your phone where you then have to read and follow a number of instructions to eventually take 3 photographs. You submit this electronically and wait for the rep to receive confirmation on their system. Even though a reference had been provided, I was asked to provide another reference individual's information and then requested for yet another additional reference. It would be simpler to request the proper number of references online and use that digital information instead of requiring it again, otherwise don't make customers fill it out online if it's not being used. I know so many people who are not tech savvy in regards to the prolonged driver's license link receiving/picture taking/submitting process and asked how this process would have been handled if I couldn't get it to work or if I had not brought my cell phone at that moment or didn't have one. She didn't seem to know and kind of moved on but I asked again for curiosity and future reference and she said she guessed she could use her iPad. I also had to request the dolly and blankets that were included in the online request from the employee directly. This was my first rental since about 15 years ago and I was pleasant and endured the minor inconveniences (which they are mostly minor in the grand scheme of things). However if customer satisfaction is still something businesses want to improve upon, there is some low hanging fruit. I hope this survey helps. I would recommend U-Haul again but not this location with its' parking challenges. This is assuming it is policy in the directions received to require the customer to park these oversized vehicles as opposed to being a request for those that feel able to navigate and finagle them to the backside of the building parking spots where the mirrors are an accurate 2" from the truck mirrors in the next parking spot once parked and then walk 150 feet back to the office. Recommend transferring data from the online portal to whatever secondary system needed it as opposed to asking the customer for most all of it again. Recommend the employee have the ability and offer first to take your ID and scan it appropriately. Customers should not be required to do more work than the paid employee even when tech savvy. Yes folks will still need and use these services but it seems fairly easy to make the process more pleasant and efficient without costing the company much more money that a 2nd rep at closing time or some training to move the trucks from where (less able) customers park them in your side lot by the office doors and the employee parks them back behind the warehouse when there is down time.
COLBY SVery good rental with U-Haul. Excellent location, great customer service!
NATALIE DThe staff was extremely professional and courteous. Everything works like clockwork. The vehicle was clean and well-maintained. Excellent experience overall!
JOHN MThis is my first time renting a uhaul, and i will never do it again. The man Gene who is the District Manager of the Ustorit facility i rented the uhaul from was downright rude and disturbing to deal with when dropping off the van, he asked me for the keys to the van, which i gave him, then he told me that Lisa was not there to look over the van, then told me to get out of his office, i also have a storage unit at this Ustorit facility, and i told him that, Gene the District manager once again told me "GET OUT OF MY OFFICE", I told him the van neededs to be looked over, mileage needs to be checked and gasoline level, Gene told me that most people WHO KNOW WHAT THERE DOING, DO IT ON THE APP., WELL I DON'T HAVE THE app, ONCE AGAIN HE TOLD ME "MAME IF YOU DO NOT LEAVE THE OFFICE NOW I AM GOING TO CALL THE POLICE, NOW LEAVE". I then called the police because of the treatment i was getting from Gene, and the fact he refused to check in the van. I will not tolerate this kind of treatment from anyone, certainly not a District manager from Ustorit where i rent a storage unit, and where Uhaul rents out of. I'm definitely making a BBB report on this. How dare Uhaul stand for this behavior towards customers that rent their products, i have never been treated so poorly, i still cannot get this out of my head, Gene should not be near customers with the way he treats customers, i will also make certain everyone knows how this Uhaul rental and storage facility run thier business. This has been the worst retail experience i have ever had. If Gene is the District manager, he needs to be trained to work with people in general. I'm pulling out of Ustorit as well due to Gene's horrible treatment, and not properly checking in a returned rented vehicle. The most disturbing and disgusting place ever. You do not treat people like this when they are spending money on their storage facility and for a Uhaul.
JULIE WYour customer service rep when I dropped off the truck was STELLAR. Very nice to see somebody who went out of his way to make sure we were taken care of, and very quick! Hold on to this guy.
John RThe app is interesting; some good and some bad, depending on the features you're looking at. The check-in process was horrendous. I had to call customer support in order to check in, and only after I called them did I see a button magically appear that allowed me to finally check-in through the app. After the button appeared the check-in process was simple. I also take issue with me submitting my license information as part of my profile and having to re-enter that information with my rental. Why is U-Haul not able to bridge the gap between the features and fill in that information automatically? I also had to supply a second party contact for them to verify that I am who I say I am. I provided a credit card and photos of my license. Was that not sufficient? I provided my cell phone number, and my wife's name, where they called me and spoke to my wife. This whole process can be removed, as it's a waste of time, money, and easily exploitable. Had no issues with the return process through the app; that was simple. One big issue I had was viewing the contact. The app doesn't allow you to zoom in, meaning you're not actually able to read the contract with its size 1 font, forcing individuals to blindly accept the terms, burden customer service to make them read the multi-page contract to them, or not accepting the terms and not securing your rental because the contract is not legible. Sounds like a lawyer's dream and a litigation nightmare for U-Haul.
Edward GThe app made it please to book and pre-check in. So spent very little time at the counter. Which was excellent.
John WTruck had a rattling noise when you accelerated. Don't know if that is normal. Overall a great experience with the truck. Glad we went with the 15 foot one.
Terry PGive me money back for the gas i wasted due to faulty equipment and I'll reccomend
COREY CVery helpful staff.
MARK BGentleman that helped us was very helpful!
SCOTT STrailer needs a jack to raise and lower the receiver, very heavy and needed help from your employee to get it hooked up
ROBERT N