Customer Reviews for U-Haul Moving & Storage at Durham Chapel Hill

Évaluation :

5

Above expectations

Évaluation :

5

Muy buena la atención, rápido y claro.-

Évaluation :

5

The service agent behind the desk was exremely patient and helpful with the check in. She was very professional and friendly.

Évaluation :

5

I'm glad this survey gives me the opportunity to say how easy it was to rent and great the people were that handled the initial phone and rest of rental.

Évaluation :

5

Everything was perfect.

Évaluation :

5

Everything was great!

Évaluation :

5

I have used this location many, many times all the staff are professional and extremely helpful.

Évaluation :

5

Fix the reservation system they could not find my storage unit ,10 x 20. I end up with 7 x 23 way in the back. Barely used it.

Évaluation :

5

Our online customer service rep - Ashley really takes the win. They had us returning the U-Haul in PA, 8 hours away from us, but she help us through it all. Thanks so much!

Évaluation :

5

I don’t know because the service and customer service was amazing

Évaluation :

2

The problem was not with the location that I picked it up from the problem was where my reservation was at, and where I had to pick it up from on the other side of town because the location is closed on Sunday, but when I made my reservation it guaranteed me being able to pick up the equipment that I need it at that time Which completely changed my whole schedule and then when I brought it up to the person on the phone about the $50 because I couldn’t get the equipment they said oh that’s because it was done online then you need to fix your system

Évaluation :

5

Thanks

Évaluation :

5

not that I can think of, great experience.

Évaluation :

5

The checkin was very professional and efficient.

Évaluation :

5

The guy who served me was very friendly, got everything organised

Évaluation :

3

The app is a waste of time. Does not work. Had to wait in line after all.

Évaluation :

5

Excellent service à la clientèle

Évaluation :

5

The people here are really friendly and helpful, the equipment is in good shape, and the process was efficient and easy for both pickup and dropoff. I highly recommend this location!

Évaluation :

1

I did not rent a u haul. It was closed when l got there. The people said they close at 3 pm. I want my monreey back..

Évaluation :

3

Your staff did nothing but type in a few words. I had to take pictures of the truck, the inside the mileage and log everything by myself. If I wanted "self check out" I would have asked for it. Your app for loging pictures is slow also. Waste of time and the customer should NOT have to do your job.

Évaluation :

5

The 26 foot truck boxes are a life saver. Interior units with only six foot height are not good.

Évaluation :

5

Wonderful staff.

Évaluation :

2

There were roaches in my in the front of my storage. I didn't have roaches when I moved my stuff in there.

Évaluation :

5

Nothing, this was an easy transaction! Thanks!!

Évaluation :

1

SAVE YOUR MONEY

Évaluation :

3

The fenders on the trailer had deep gashes on the inside and were held together with wires. There were five others available but this is the one they assigned. Since it was a one way rental they may have been trying to make it be somebody else's problem.

Évaluation :

5

this was a drop off after hours but the people on site were very helpful in explaining how the situation would work after hours. there were no problems with drop off.

Évaluation :

5

The app would not accept the image of the front of my license but the back was accepted immediately. Jeffrey Smith was onsite (but store was not officially open) and he was VERY helpful. He went to the computer and took care of everything. I was so grateful as my hired movers ($235/hr) were waiting for me to arrive with my U Haul. As well, there was a lady that reached out to me soon after that for clarification to ensure that I had a good experience. I simply cannot tell you just how impressive the staff is at this location. the app is frustrating and I was just so very pleased to get personal service.

Évaluation :

3

They are under-staffed. The computer system runs at a very poor speed. Otherwise, the facility is clean and functional.

Évaluation :

5

Great transaction! Nice new truck and all!!

Évaluation :

3

So the reservation process was fine but I had to call to clarify the drop off since the website didn't have my preferred drop off site listed. While the CSR was helpful, he had to defer to the pick up site to get the drop off point. At the pick up site (Durham NC), the CSR at the counter was helpful but forgot to remind me about my pads - I had to make a second trip back to the store for that. In any case, she (the CSR) helped my find the trailer (somewhat confusing lot layout) and hook-up/check the lights, safety, etc. I asked her "how do I get out of the lot?" And she said "no problems, just drive around the lot - pointing in a direction that I had already been (albeit without the trailer) and knew it to be narrow due to over parking of the bigger trucks. Trusting in her judgement and experience, I tried and promptly became stuck, being unable to move forward or back without valid concern of hitting and damaging the trailer and/or my vehicle. Sooo I went back inside, where she was already working with another customer - she pointed me to the manager (Jason?) who was filling propane tanks. I went out as he was finishing up and told him my problem - he was dismissive and said that "we and my customers have been driving through that way all day". So I asked him to come and spot me through (this was clearly a big inconvenience based on his sighing and clear lack of enthusiasm for helping a customer requesting assistance). After a few minutes of "turn left and back up, turn right and pull forward", he disconnected the trailer, pulled the trailer out of the way, told me to U-turn (again, not going to happen, see above lot congestion comments) so i drove back through and around, we reconnected the trailer and he walked away, saying "next time, tell her (the other CSR) to do her own guiding". Wow. Not the best, not even 10th best. Anyhow, the drop-off was a completely different experience with excellent customer support and service at Ace Peninsula Hardware in Williamsburg, he actually asked if he could back the trailer in for us since he was experienced in doing that and then took the pads off our hands, wished us a great day and bingo, done. This will be the last U-haul rental for a long time and will not be using the Durham U-haul on durham-chapel hill blvd, nor will i recommend it to friends who are moving into and out of the area.

Évaluation :

5

The lady at the counter was so welcoming and kind. As a senior citizen she went through the process with me and I appreciate how she understood that I was anxious.

Évaluation :

4

The return parking instructions could be more clear

Évaluation :

5

Excellent service to get a hitch and wiring installed. Had an appointment and was brought in on time and finished before the estimated delivery time.

Évaluation :

5

First time in 15 Yrs., that I have had to use UHaul for services. The staff was courteous and prompt. The lease / rental was done easily. They asked all the appropriate questions to make sure that I had the right equipment for the task. The building was clean and well organized. Return of the dolly was done in a quick fashion. No wait.

Évaluation :

5

Quick and professional!

Évaluation :

1

The white lady at the front desk was extremely rude. I asked for checkout directions and she spoke very fast. I asked her to repeat again and she directly hand signal me suggesting "do you have hearing problems?" This is completely unacceptable and I'd like to file an official complaint about her rudeness and potential discrimination against people who does not understand her on the first try. From now on I will not ever recommend this location anymore. I do have to say other staffs seemed very friendly and helpful. As a customer it's very hard to see a bad apple spoils the entire barrel.

Évaluation :

4

Unclear where to drop off truck off hours

Évaluation :

5

I think you guys give me the best attention I'm very pleased with the service

Évaluation :

4

Return procedure clarified

Évaluation :

4

A couple suggestions. The overflow trucks were moved to area near rear doors which got in way when multiple people were trying to access units at same time. If these could be moved further to either ends of building and removed on weekend that would help. Lines are always long. Manager is great! When he's there, he will help two people at once - while one is paying he will jump to other register and start them. He keeps the line moving and especially helpful when a person is just returning or has a quick question. However I did not notice that when he was not there. Otherwise top notch facility with great and friendly staff!!

Évaluation :

5

Just keep on treating the customers the same.

Évaluation :

5

The app could have a better order in reference to how it ask you to take pictures of the inside and outside. I had already locked the truck and turned in the keys and couldn't provide pictures.

Évaluation :

4

Our only complaint is that we did not know we had to return the vehicle to the point of origin! WE told the clerk where we were going but not one word was said about bringing it back to their location. We thought we could return it locally. That doubled the mileage of our trip but we made it work.

Évaluation :

1

Very poor customer service, I asked for a trailer that had the newer clamp hitch, one of the guys helped me put that one on, I went to update equipment number to the desk, was met with disregard and questioned why I was changing from what he had given me. I explained and then he told me that he would come out himself. He came out ad to my shock, unhooked an already done trailer and placed the one he wanted me to have. I told him that that one had the rood patched up and all rusted and I did not want to risk my belongings. What does he do, he unhooks that one and goes and gets another one from the back, not connecting the one that I wanted which was right there next to my car. Also talking to the other guy who helped me at first telling him "We cannot have people chose which trailer they want". Again, these are all the facts, just you tell me if this was a fair treatment or acceptable to anyone. I did not make it a bigger deal and would not pursue it any further, just getting this survey really got me to write this. Unreal.

Évaluation :

5

Rental experience was great but had a freak out when I first parked the car and couldn't turn it back on. I didn't know you had to lock the wheel to turn it on, or rather unlock the wheel, I don't have that much experience driving vehicles like this and wish there was some instruction or warning to help me figure that out (I got it eventually though! )

Évaluation :

5

Getting the trailer out from the back of the lot was difficult - but employees were nice -

Évaluation :

1

Terrible location, unfriendly and unhelpful staff. Two employees working the counter and one was watching football on his phone and did not care at all to help customers. I was told everything had to be done on the U-Haul app, I had trouble with the app and employee was not helpful at all in resolving the issue. I was not able to check the truck condition before leaving the location because of the app issues. I definitely would not recommend this location to anyone.

Évaluation :

4

In and out nicely

Évaluation :

4

Check in was easy for our short move. Truck drove well, easy to maneuver, easy to load and unload.

Évaluation :

2

We rented a small trailer. Pick-up was tedious and time consuming, even though the on-line reservation form had been completed and submitted before our arrival. Confirm that the electrical equipment is functioning. The first trailer provided had malfunctioning emergency, brake, and turnsignal taillights. Count, and fold all padding blankets before returning them. Otherwise, there will be a charge for U-Haul to provide that service.

Évaluation :

5

The agent that helped us was excellent and very friendly. The location was short-staffed, as she was the only one at the counter at 4p. It took over 30 minutes as we waited in line to be helped. I can't be mad at her as she was working as quickly as possible. As we were leaving, close to 5p, two other employees came to help. We thought going at 4p would help to get us in and out quickly to avoid the rush of people arriving after 5p. The truck was clean and worked well.

Évaluation :

4

Experience was great. Drop-off was a bit concerning, since there was no formal way for me to document the status of the vehicle and, if necessary, dispute any issues.

Évaluation :

5

The app for pickup got stuck when it asked me to be verified by someone else, after she received a confirmation call. ID verification process is not efficient

Évaluation :

2

Women working the desk was rude and acted like i was bothering her. She obviously did not want to be there,maybe she was having a bad day. I reserved 2 dollys which they didn't have so I had to buy 2 dollys which were pieces of crap and no where near the quality as the ones you rent.

Évaluation :

5

Very pleasant experience and staff was very helpful.

Évaluation :

2

Picked up truck at 7 am, supposedly contactless. Needed to go inside instead. Finally got key at 730 am. Truck was COMPLETELY empty with fuel. Had to go fill up, so now its 815 am. Finally at the house and ready to load. I ordered a big dolly, small dolly, and multiple moving blankets. Opened up the door and none of it was loaded into my truck. So now, I have to borrow a dolly, and luckily i have two single moving blankets. You fucked my entire schedule of the day, you made it harder to load, you made it harder to move. Lack of blankets caused damage to some of our furniture. So I spent $500 to push my schedule back by about three hours and I went to sleep at 3 am instead of 11 pm. I will never rent from this location, or probably more likely, never rent from Uhaul again. Thanks for making an exciting experience turn into complete chaos and disappointment.

Évaluation :

5

No improvement needed. Great experience!

Évaluation :

4

The people at Uhaul were great, however my trailer leaked which caused significant damage to two paintings from the mid 1800s.

Évaluation :

5

Very pleased

Évaluation :

5

Was really nice to have a facility to help us when we needed it and in such a convenient and good way! Thanks Bonna Robbins

Évaluation :

5

Jeremiah Lane is very caring and loyal to his customers. I have never experienced such great customer service. I highly recommend this location. Thank you for a great experience

Évaluation :

1

Staff is extremely rude and poorly trained. Doors to storage unit were routinely locked during business hours. Long lines due to poorly trained staff, staff loitering in parking lot in the way of moving vehicles. Once a staff member going the wrong way in the parking lot got out of her truck and screamed at me to back up when she clearly saw me midway through the path before she started pulling towards me in the opposite direction of traffic flow. There are cockroaches in the storage units and many other pests including grasshoppers that were an infestation in my external unit even though we only stored there for 3 weeks. The alarms go off often times for 15 minutes or more and it is unbearably loud, also seems like a security issue. This happens multiple times per visit.Staff loiters in units checking to see what people leave behind and discuss openly what they will take, which is uncomfortable. Water fountains do not work and the internal units are temperature controlled but the temperature is often 78-80.

Évaluation :

5

Joshua Riggs was the employee who helped me with my move-in process. He was incredibly kind and attentive and went above and beyond to answer my questions and help me with move-in! Thank you so much!

Évaluation :

1

For the amount I was paying every mth the storage was fill with roaches rats and bugs very disappointed

Évaluation :

4

Some of the staff are super helpful and others bla and some down right rude. Back doors are often locked when it should be open for loading and unloading Indoor climate control temperatures are far to hot Prices went up after we moved our stuff in Large trucks parked for storage down the side of the building so everyone has to back out Always clean indoors and out

Évaluation :

1

Manager will not return my calls, terrible service. Untrained staff. Completely unprofessional establishment.

Évaluation :

4

The only issue I had with my experience was the price increase over the years. I felt that the increase did not reflect the size unit I was renting. I didn't make sense.

Évaluation :

5

I was really hoping to have access hours until 9 pm but I understand that's not common. Otherwise the service and facility were excellent!

Évaluation :

5

Josh and Jeremiah are great, very professional and extremely helpful. Josh helped make my move out / truck rental quick and easy with no hassle. This is my 2nd time using this location and I would definitely recommend them to friends and family. I will be continuing to rent from you guys when I need to move and appreciate the great quality customer service.

Évaluation :

4

The check in process, on a saturday morning, was made cumbersome but he internet connectivity. The staff was commenting that the internet is always slow on their busiest day. Corporate needs to address this. It creates a stressful experience for both the staff and the customers. The staff handled it well.

Évaluation :

4

Very nice staff, don’t love the stairs, but they didn’t design the building.

Évaluation :

5

Occasionally the office seemed short-staffed, but staff are generally pretty willing to help. I stored things here for years and never had any problems. Location was convenient.

Évaluation :

2

Pro-the unit was empty when we got there. Con-The unit was upstairs and not advertised as such until we showed up which made moving large items difficult. We utilized the online check in process but when we got there, there was a zip tie lock on the door and we were not warned to bring something to cut that.

Évaluation :

4

I made a reservation for the largest size a month ago and was disappointed the one I needed wasn't available. So I got a slightly smaller one but it was more expensive - did not enjoy that. Would prefer options to be available when the reservation is made

Évaluation :

4

The lights were out in the hall one day when I went there. Other than that it was fine

Évaluation :

5

Was helped by the GM, he was very helpful.

Évaluation :

4

More clarity needed on the two tiered, keypads, entry/departure procedures.

Évaluation :

2

You had put the wrong unit numbers in your system for our two storage units. As a result, our locks were cut off without us knowing it, and we realized your error just in time to avoid losing our belongings. This was simple carelessness on your part. The facility is clean, well lit and well maintained but the error that was made by having the wrong information in the system causes me to rate the facility poorly.

Évaluation :

4

The service at this location was excellent everyone was very nice and helpful. Unfortunately the spaces are not tall enough to make loading the inside units convenient. The ceilings are only 6 ft and it felt extremely claustrophobic. I also could not stack wardrobe boxes and other things I have high enough to make the space work. So I had to go with another location.

Évaluation :

2

Was unable to finish due to NO lights in the warehouse, headed back today hoping the problem is resolved.

Évaluation :

3

The only complaint is how slow it was …. First finding someone who worked there … then how long it took to get my space…. I was paying movers by the hour and it literally took an hour. So I payed for them to sit in the truck…for an hour.

Évaluation :

5

Guys in U haul are awesome

Évaluation :

3

Had to wait for a very long time because it was no staff. It was only one person working. I just feel like her customer service was not so good she was not friendly at all and helpful.

Évaluation :

4

I am really disappointed in the customer service on the 800 number they not nice or understanding. We are military and just pcs'd we were out of the storage unit the nineth and turned in the lock. The expect is to pay a whole month of storage that is empty. To me this is insane. The facility people are amazing! Though

Évaluation :

3

The staff is not friendly at all nor by the desk/phone when you need them. They are somewhat helpful, because they do speak, but they do not demonstrate initiative or like for their employment at Uhaul. This storage room was rented while moving apartments in November, therefore I also rented a truck during this time. I was rudely told to go get my own dolly "from the back" when I noticed it was not inside the truck. Merci.

Évaluation :

5

Very professional, and very accommodating. Jeremiah, the manager, was very helpful. Merci encore.

Évaluation :

1

Most of my items where damaged with mold,and I gotta new furniture now,not sure if they,checked that unit yet but must everything ruined

Évaluation :

5

Jeremiah and team are awesome!

Évaluation :

5

It was a challenge at first getting the unit we needed but the manager was great and very helpful to accommodate us and meet our requested needs for storage.

Évaluation :

5

Jeremiah answered all questions and helped his staff to assist with any issues.

Évaluation :

5

It was costing me to much for the size I had

Évaluation :

5

Great facility and staff.

Évaluation :

5

My experience with UHAUL was fantastic. The only reason I wouldn't recommend and probably won't be coming back would be the price. I've been able to find a new place that saves me an exorbitant amount of money. While everyone I've talked to at this company as been more than helpful and kind, in this economy it's just something that's no longer afforable.

Évaluation :

5

Our experience was very positive. We felt our belongings were safe at this facility and we felt safe when there. One suggestion: We were not aware there were courteous carts until we were moving out. It would be helpful to have a sign at the entrance directing people to the carts at the end of the hall.

Évaluation :

4

Adam was especially helpful and patient

Évaluation :

4

The maze like layout of the storage area needs to be clarified for customers, so that they can easily find their assigned unit. My moving crew and I spent fifteen minutes searching for my 5x10 space, only to find out it was half the size I needed. Once I was able to upgrade the space, the move in went smoothly. But still--be upfront with customers!

Évaluation :

5

Allison needs a raise

Évaluation :

1

Ludicrously low level of everything. The manager was MICROAGRESSIVE (mis-ethnicized us, etc.) So called "climate controlled" facility has temp of 90F!!! Not suitable for storing anything of value..

Évaluation :

4

I am not going to give anyone a poor rating because the team is working their tail off, but your staff is way too overwhelmed to help customers in a reasonable timeframe. Phone ringing off the hook, long waits in line.

Évaluation :

5

I give it excellent because the new staff( especially one man there) is so helpful. Merci

Évaluation :

1

The assistant manager on duty was very disrespectful. I had a free month of storage that she would not honor. She told me to call customer service and they verified it. I was transferred to the complaint department and they verified my free month as well. The asst manager called her boyfriend who is the general manager of the store and he would not honor my free month as well. The rep on the phone filed a complaint against the store and called the general manager herself to get the issue solved. The asst manager even threatened to put me out the store just because I said "it's always us"! I was never rude to her during the whole ordeal! These situation wasted a lot of my time and my movers time! I would like to personally file a complaint against the asst manager and the general manager. Once the issue was solved the asst manager didn't even apologize!

Évaluation :

5

Storage was competitively priced, a reasonable space, and easy to access. Uhaul threw in a free lock too, which was a nice touch.

Évaluation :

1

The uhaul website makes it too easy to purchase add ons. I did not want a storage unit in the first place and didnt know i had one until 2 months in

Évaluation :

3

Only one personnel worked the counter and attended to customers simultaneously, making my transaction wait time longer. Clearly this office is understaffed during high volume times. He was patient, friendly knowledgeable, professional- I rate him 10+ excellent. The average rating is for management and the company

Évaluation :

5

Jeremiah was excellent!

Évaluation :

5

Very nice group of employees

Évaluation :

5

The staff has always been customer friendly and professional. I am picky about where l spend my money.

Évaluation :

4

Friendly people

Évaluation :

5

Your Employee name Josh was very friendly and helpful at times of distress and confusion he was very knowledgeable about things I didn't know I truly appreciated him throughout this whole long process he's a very Good employee and should be acknowledged for a job well done. Thanks Josh for your dedication and excellent Customer Service Skills.

Évaluation :

3

I get my reservation for the truck and thought the manager was giving me my storage unit as well. I come back to get the unit it took to long to get the unit even though it was her first time. 45 minutes is a long time for storage unit.

Évaluation :

5

Friendly and knowledgeable

Évaluation :

3

She attempted to charge me for my first month then she charged me for a lock that I already had from the the reservation she was not willing to help. I am without a home and tje stress of yesterday was already overwhelmed and her not caring just done it in. I was needing another unit and I couldn't even ask her questions she was in such a hurry

Évaluation :

5

The young man at the counter was very kind and helpful

Évaluation :

1

More than once the entire facility was completely unlocked after hours. The access hours are inconvenient for people not working 9-5 jobs.