Your 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 R
Customer Reviews for U Stor It Gary Avenue
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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The 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 NThe remote (via mobile app) check in and check out was great!
Lynn GUHaul never seems to have the reserved equipment at the selected location and never notifies the renter until the day before. The agents at the pickup location need expertise on the correct connection of the equipment.
Jim LI dropped off the truck after 10pm, so there was no store personnel on site to assist. I was able to use the app to check in the truck after rental.
DONLD AThe drivers side mirror was very loose and did not stay in a fixed position. Makes it difficult to change lanes. I had to keep the window rolled down so I could hold the mirror in place. This is a safety issue that should be fixed.
Beverly JNeed to explain the check out after hours procedure better.
Rose SThe instructions did not match and one of the ratchet was broken
Robert WAttendant was very helpful and polite. I had a trouble getting my dolly back into the correct spot and I was thankful for the extra hand. Definitely, give that man a promotion for his good work.
Rick MThe associate was very helpful, she made the process effortless for us. Merci
Gregory BI never went inside the building. Your manager saw me and met me outside. Please note that your survey FAILS to recognize "Not Applicable" as an acceptable answer to "Was the location clean and inviting?". Your service centers are good. Your survey is NOT.
Jim HThe app was glitchy and kept freezing. Was frustrating when I was trying to return the vehicle .
Kimberly BEverything was perfect
Daniel CThe truck was a gas eater not good
Wendy CClean and affordable! Very helpful when unexpected delays came up in returning the vehicle. Fortement recommandé!
Scott JDavid and Eric took good care of me I’m happy with the unit and the service.
Michael MEasy pick up and drop off. Manager called me back when he saw a missed call even though I didn't leave a message.
Margaret RGreat Service Provider 💯
benito yThe lock box with the key was unlocked. No one had apparently checked it after it was used prior to my rental. When I picked up the truck, the latch on the driver's side visor was broken, as well as the U-Haul button.
RONALD MExcellent service with easy pick up and drop off. Je la recommande fortement.
Ian PVery easy and seamless process. The people were very helpful.
Melanie GThe rental agents were very helpful and professional. I would recommend this location highly.
David LWhen I turned in the truck, the gas meter it was a little under 1/4 and I was charged twice for a gas fee
Hector CThe phone app was not working so well and took almost an hour with customer services help to get my truck. I had to keep closing the app and reentering the same info and another customer that was there had same issue . The customer service rep that helped me was patient and great. Had no problems with return.
Rada tThe pick up process was terrible. I had called the day before to arrange pickup before hours and was assured everything would be fine to do so online. The app didn't work; it took 15 minutes to get someone on the phone; they didn't know how to fix it and then we got disconnected. I had to delete the app, reload it and then redo the entire online process that I had done the day before. I was more than an hour late to my appointment. Overall, a terrible experience. Once I got the van, the check oil light came on when I reached my destination. When I returned the van, no one cared about the situation.
BarbaraA CEverything was a perfect transaction from start to finish! So convenient to drop off my rental right at the storage facility! Awesome!!
Craig PThe door was locked - said back in 30 min. - but I dropped key off in lockbox in back of store. My son used this location before so he knew what to do.
Stephen KAgent was unattentive. Charged me for optional insurance that I declined when reserving. Blaring disco music while checking out. No help with trailer. Completely unprofessional and will not visit this location again.
Joseph KThey had a lady there to help hook-up.(Nothing against ladies but the trailer was heavy & they couldn't help much. Same story on dropoff.) I brought the trailer back a day early but was charged full price even though I reminded them it was a day early. Corporate contacted me the day AFTER the trailer was due to tell me I was late so 2 days isn't enough time for them to take care of the paperwork. I have been calling for 2 days & NO ONE ANSWERS! I just get the answering machine. FRUSTRATING
Dennis BThey were closed when we dropped off the trailer..
Lory PI made an online reservation for a 20' truck, two weeks in advance, to be picked up in Downers Grove. I received a call from a customer service center two days before my pick up date. I was informed the truck I ordered would only be available at a location 12 miles away and I would have to pick it up the next day. I went to the location as required and they didn't have the truck. I had a very tight timeline and had to settle for a 15' truck unless I wanted to travel 45 miles to go get the 20' truck. Very frustrating!!
David DHad issue with reservation. Something to do with your back-end scheduling SW. The Carol Stream location appears to suffer from very low inventory.
Fechin LCustomer service rep was very helpful and friendly. Very impressed with this Uhaul.
brock sI was told I chose an invalid pick up time online, the main lobby where I needed to pick up my keys was locked for the first 30 minutes of my rental period with no one to contact for assistance so I had to wait for the "we'll be right back" time, the dollies and pads I rented were unavailable, there was trash from a previous user in the truck. The return period was much smoother overall.
Kelly ATruck a bit beat up, gave it to us on E. We had to head right to the gas station.
Richard BNot everyone likes doing business the impersonal way with apps on their phones. I'm glad I could rent the old fashioned way at the Carol Stream location. However, I did have to call to remind them to check in my rental an hour after I returned it to get an emailed receipt.
SUSAN NWe went to pick up the vehicle and the person at U Stor It was out for 2 hours so we had to come back again. You did give me a discount on the truck rental for my trouble, though.
Mark HI was very pleased with the service. The people were great and made my move as easy and hassle free as possible. The price was fair, and they were most helpful.
George PDue to the weather of snow and temperature dropping the back door was frozen shut.
Sandra MI book 15' truck and the guy at disk told me no one clen the snow from last four days and I told the guy why are you not cleaning the snow, he told me that company is not paying me for the cleaning.. so it took one hour to us to clean...
VARSHIT HIt was my first time so as a 70 year old I had a learning curve using my cell phone to sign in, etc.
Paul PRep was very helpful when I checked and and returned the truck.
German CI had to assist in pushing by hand the trailer into the spot they wanted it.
ron pThe truck rental was a good experience. However I was told the elevator was not working and my daughter could not access her storage.
Janice DTerrible customer service I was double charged with no explanation and the vehicle had wrappers and junk all over the place
Sean CCostumer service is excellent hours at the storage I like - it is not 24 hour but from a security standpoint I appreciate that. I will continue to use them For truck rentals - great pricing
Deborah Kgreat experience. U-Haul rep was very good to work with. will be repeat customer.
LARRY JThe customer service was excellent. Will use this location again.
Gary WThank you for good service.
Haokip CEverything was great, Efficient,helpful, and and knowledgeable service staff.
David PI dropped off after hours so I can't speak to the location or the people. Dropping off via the mobile app was convenient. The key drop box was difficult to find at night - especially since it was in a location behind another van. I drove the entire length of the building until I located it. I recommend having a better location for the key drop off box.
Tiana KExcellent smooth check in
Frank S