Customer Reviews for U-Haul Moving & Storage at Glenbrook

Évaluation :

5

I have rented 3 trailers in the past 12 months and they have all been great. The Coldwater location has a large inventory and great store for packing needs and the personnel have been very friendly. The only issue I have had is that the return app has not worked all three times I have rented. I get to the Geo confirmation and I can't continue. My settings match what the apps says they should be and it still doesn't work. Otherwise I will continue using Uhaul.

Évaluation :

3

The equipment was fine. However the price i was quoted was estimated to be around $80 including taxes/fees, for a couple hours of use. I was suppose to bring the truck back at 10pm but had to it back later then planned. When I returned the truck at 11am the next day, the estimate of about $80 jumped to over $170 dollars not including the $30 in gas I replaced. I was very taken back by the outrageous cost and still can't understand how the cost increased that much.

Évaluation :

4

First truck we got was nearly out of gas but they got us a different one it just took longer than expected

Évaluation :

5

The appliance dolly was missing a washer and a keeper key on the bottom of the handle. Looked like the strap was replaced and they forgot to put the key back in.

Évaluation :

4

The agent that helped me when I checked in was very nice and explained me in details. But the lady that helped me when I dropped off was extremely rude, didn't want answer my questions and she was very unprofessional.

Évaluation :

2

the employee working center computer was a problem to me last Sat I asked for a mngr since he was being so rude and curt he told me he was the standing mngr I asked fir number and name if regional mngr he gave me his mngrs bus card-Joshua I left him 2 vm but never received a returned call I walked in last Sat -no other customers in here-and this EE walked out I went up to a computer w a water thinking that was prob his he worked at and when he returned, he walked past me and went to next computer no apoligy for waiting, no greeting asked for my phone # so I walked over to his station I had trouble walking that day-have an injury He then told me-didnt ask-to down load my ID in my phone I dont put secured info on my cell that ticked him iff i asked if he could use theirs he had an anger rising and was like a bomb ready to blow I asked for someone else to wait on my and a sweet girl took care of me he cobtinued to interject in my conversation w her I told her how he was bring rude and curt and he interrupted me and told her he wasnt it continued on znd on I was going to reserve storage but Im not doing bus w this sort of customer care the manger Joshua never returned my call you got my last penny today and I will be sure to tell others-and I know many-of your lack of courtesy snd care for your customers

Évaluation :

2

New employee not trained well enough to handle being on their own. It should not take 40 minutes to figure out how to rent a trailer.

Évaluation :

5

Keep doing the good job

Évaluation :

2

Fix your website so the electronic check-in process works correctly. I was not able submit the trailer as clean with a picture because the “continue” button was inactive unless the answer was “no”. The site stated I would be contacted on the next business day and that did not happen.

Évaluation :

1

They failed to inform me that if I pay cash , I would only be receiving my deposit in the mail. Rather than getting it back the same way I had to give it.

Évaluation :

5

Made reservations with destination When I picked up equipment your system was not able to find destination so gave me a different I called and was ok When return got charged 25 dlls

Évaluation :

5

Rented from this location numerous times. Always great service and always have truck ready on time. No bad experience with this site or the trucks.

Évaluation :

5

The online search made it difficult to find this location. The downtown location appears to be the location of choice but travel to major highways is much more difficult from downtown. It took three attempts to get to the Coldwater location I wanted.

Évaluation :

3

Make the local phone number available on the contract form and make the checkout and checkin more user friendly

Évaluation :

1

I am not sure why you are asking my opinion, as this bill is beyond cruel. It exemplifies the type of business and human being not capable of conscience judgement and understanding. None of this was intentional. I have apologized and did not mean to cause your company inconvenience. This is your billing response for me asking for help. G

Évaluation :

5

Don't change a thing ! Outstanding Customer Service !!!

Évaluation :

1

The location is fine. I am however done doing business with Uhaul. Uhaul charged me $20 - they call it a service charge- I call it stealing, to complete the transaction. Isn't that part of the service? Beware of fine print!!!!!

Évaluation :

3

There was a long wait to check in. The gentleman who checked us in was great to work with. Very helpful and courteous. The best part of our experience with this location. When returning the truck the woman was not friendly and indeed a bit rude. For this reason I'm not sure I'd recommend this location to others.

Évaluation :

2

Lacey was very unprofessional and rude. I will not recommend this site in the future. I also will not rent from this location in the future. I know in this economy it's hard to get good help, but the way she treated me you should be aware of how disappointed I am.

Évaluation :

1

My son dropped off the u-haul that I rented for him to move some furniture and he was literally one minute late and the person that was there charged him extra for being 1 minute late!! Ridiculous!

Évaluation :

5

Professional Customer Service Oriented Curteous and polite staff

Évaluation :

5

Desiree was absolutely Great! excellent customer service

Évaluation :

3

Ok the 10 foot truck seat belt did not fit around me. The Idea of the customer needs to down load the app is stupid. And I get it that everyone is hiring poor entry level employees but once you hire them. Train them to speak clearly, speak with knowledge, and be at the counter when a customer comes in. First rule of Service Companies - be there and ready to roll when the the customer appears.

Évaluation :

4

The mobile app is a hot mess or at least it was when I tried using it The picking up went nice and smooth, but the return process..."upload a photo of the odometer and gas gauge"... I tried taking the same picture a dozen or more times and it relentlessly kept telling me to add a photo. I finally lost my mind and went to one of the employees to help me get through the checkout process. I was horribly unclear why a dozen uploads of the same damn photo of the mileage and gas level would not go through. I tried portrait mode and landscape mode numerous times to no avail. Perhaps the return process on the mobile app could be adjusted so it's not a horrible time vampire

Évaluation :

4

After hours drop off was difficult. Had to retry several times. The confirmation code was delivered by email instead of text. Two retries. Photo uploads failed twice due to an internal sever error. Both succeeded the third time)

Évaluation :

5

nice people !!

Évaluation :

5

Very smooth operation with excellent customer service.

Évaluation :

5

This store does an excellent job and I like dealing with them for my truck and trailer rental needs

Évaluation :

5

Excellent customer service will go back again

Évaluation :

4

Return app wasn't working correctly for me. Update or debug that system and I'll be happy!

Évaluation :

4

My receipt was never emailed to me.

Évaluation :

3

Offer to print a receipt, the girl said I'd get an email summary but I still have not

Évaluation :

4

The truck I was given had over 94k miles on it. The transmission had issues going in and out of gears. The steering had an inch and half or more of play in it, forcing constant adjustments while driving. The truck also leaked and got a couple of my boxes wet even though I did not go thru any heavy rain. I also rented an Auto Hauler for my move. It was older and the tie down mechanisms were rusted and hard to use, I had to re-tighten them multiple times during my trip. The tongue jack was also rusted and hard to operate. I have Rented from U-Haul multiple times in my life. This move was by far the worst. If I ever move again I will be inclined to shop other services! VERY disappointed in the equipment I was given for such a long move and at a high cost.

Évaluation :

1

I rented a truck so I could haul a rented bobcat but the hitch you have on the truck is to low, which is fine because the rental place has the right hitch but you guys lock your hitches on and don't give a key to the dealer so you charged me the full amount for the truck and I didn't even use it.

Évaluation :

3

My original reservation for 9230 Lima road was transferred to this location due to the locks not opening for access to the trucks. The phone app did not work well. When I went to this location I was told I would have to do a self check out and that they couldn't process picking up the truck. When the phone app didn't work again, I showed the clerk, and magically they were able to process my order. All in all not a good experience. The delays left people waiting on me. The truck ran fine and was clean.

Évaluation :

4

Online check out was abysmal. Had to take odometer photo 5x+ as site kept returning me to that page. Very frustrating.

Évaluation :

5

Timothy was very helpful and made the process perfectly smooth.

Évaluation :

1

The truck I received was very banged up. Then because of weather I needed to extend twice. Which I had asked about upon checking it out intially - I was told then that it should not be a problem at all to do this. The first time I called to extend I was told the truck was booked right after my return, but there were other trucks available if I could drive there and exchange it - um why can you not put the other person in one of the open trucks - let me check with the manager - yes we can do that - what if I need to extend again - that shouldn't be a problem - okay good thank you. SECOND TIME to extend - there are no truck available - can you please double check - there are no truck available you have to bring it back - I just want to make sure it's not like the last time I extended - so you are refusing to bring the truck back on time? We will charge you $50 for each customer that missing their rental reservation - whoa, no were did I say I wasn't bringing it back! Let me speak to a manager please ("manager" gets on phone) I repeat my request that they just double check that it is not the same situation as first time - "manager" says in same nasty tone about charging me for refusing to bring truck back - I hang up

Évaluation :

1

worker was hostile, called me a bitch and referred to me as a woman

Évaluation :

4

All went well.

Évaluation :

5

you all are always great

Évaluation :

4

The van pulled at first but once it was loaded it was fine.

Évaluation :

2

Manager on sight needs training on customer service, and listening skills..

Évaluation :

5

Rien

Évaluation :

5

Great service

Évaluation :

5

We were informed by employee at Lexington location that Fort Wayne only had one Uhaul located on Coldwater in Fort Wayne. We mistakenly went to a second Coldwater location, and this actually was the better location as it was still open Friday at 5:30 pm, whereas the "Tickets and Tokens" location where we were supposed to drop off the truck was already closed and wouldn't open until Monday/!?!?!? So we inadvertently went to the wrong drop off, but it ended up a win-win as they needed our truck for the next day, and the original drop off point the truck would have sat there unused for the whole weekend! When I chose the drop off location, maybe there should be more info about the choices, as i chose the worst one. At least it had a happy ending. Employees at 4611 Coldwater were very accommodating.

Évaluation :

5

Everything fine—friendly staff did a great job.

Évaluation :

5

Very impressed with my check in went smooth and quick love going there for my trailer needs

Évaluation :

1

Requested to perform a safety inspection / walk-around to make notes of the vehicle's condition before I left the lot. The CSR manager refused and stated there is a link sent to email / phone to do so. No link showed up to phone until 30+ mins after I left the lot. Opted to take a video and employee refused.

Évaluation :

3

I arrived at 9:10 for a 9:00 AM rental, after standing in line for 45minutes to speak to an employee my reservation was canceled and had to wait to get another trailer, thankfully someone else was late to there rental and I took theres. Posted rental policy should indicate that your reservation is only good for so long before you loose it !!!!

Évaluation :

5

Quick and easy rental...no issues

Évaluation :

1

They gave us a wrecked car and never told us about the check in we had to do to compare pictures of the car to what it actually looked like in person. They allowed my mom to pick up the vehicle even though she wasn't the one driving it, which never should have been allowed, which we didn't find out until after we dropped the vehicle off at a different location and were charged $1300 for the damage. The only helpful person at this location was Josh who took it upon himself to actually be helpful and realized that the truck had been wrecked by a different renter. If it wasn't for Josh, we never would've gotten our money back.

Évaluation :

2

The wait time was incredibly long and the majority of employees I interacted with did not seem to know what they were doing and constantly had to call upon a supervisor, and sometimes even the supervisor calling on their boss. After I had attached my car to the tow dolly with a uhaul employee showing me how, I noticed the car was no longer strapped to the dolly and was only being held on by the chains. The employee then said that she had never done this procedure before. This added a lot of time to my already lengthy trip by forcing us to go back to the uhaul center to ensure the dolly could be setup correctly and safely, creating doubt in my mind about the quality of the dolly and worry it might fall off mid trip and kill somebody.

Évaluation :

4

A little better on the communication. I needed help backing up to the trailer, and had to keep asking the staff for direction rather than them guiding me. Backed onto the the tongue of the trailer because they didn't tell me to stop, even as i was asking. No harm done, I suppose, but that could have gone better. Otherwise, it was a successful rental as usual, and we will continue to rent trailers for our clock moves.

Évaluation :

5

Great staff! Everyone was super friendly and efficient.

Évaluation :

5

The employee who helped me named Tim demery went above and beyond to assist me with all my questions and concerns and helped me load my car with the supplies I bought. It was amazing customer service.

Évaluation :

3

Reserved a storage unit, but was not available at check-in. Needed a larger unit that was available, so I let it slide, but that's a huge problem. I asked ahead of time if I was guaranteed the unit I reserved and was told yes. This was not the case.

Évaluation :

5

Amazing facility that’s heated WITH a bathroom

Évaluation :

5

Jennifer and Lucas were absolutely amazing!!! They were very personable and even though I was very complicated and it seemed like nothing was going right as far as my U-Haul rental and storage rental they were very patient and helped me out tremendously. They both went above and beyond in order to help me and definitely deserve recognition and a raise :) Will definitely be Referring everyone to them over at the U-Haul Glenbrook store!!! Tremendously satisfied with the customer service I received and if you ever lost these two you would definitely be losing a huge asset to the company.

Évaluation :

3

Customer service couldn’t leave more to be desired.

Évaluation :

5

Josh went above and beyond for me today. Product is important but customer service is key. Josh is the reason I will use this location in the future and will recommend to friends.

Évaluation :

3

I tried to book larger unit, which the app said was available. When I went in to get unit, was told unavailable. The unit I got wasn't much bigger than my closet. No elevators which it said facility had. No one answered the 24/7 call button.

Évaluation :

5

Friendly in Fort WYne Indiana

Évaluation :

5

Great and friendly staff

Évaluation :

2

Unit not the size I was told it was going to be

Évaluation :

5

Great staff. Very friendly. Helpful and knowledgeable

Évaluation :

5

Harrison was a big help!

Évaluation :

5

The service of trying to find me a storage unit was phenomenal. The employees worked together to help figure out the issues that were not their fault to find me a unit. Would send future customers to these employees.

Évaluation :

1

Problems the entire experience. I rented a 20 foot truck one way and was supposed to get in writing a free one month storage unit and they gave me a 10 x 10 x 7 where the capacity of the truck exceeded the amount of storage. So, I paid too much money to get the free storage unit that I could not use. Then, I had to use Public Storage not free. And the mileage costs 0,99 a mile from Uhaul. Now, I have to rent another truck from Uhaul and pay to get my personal property out of Public Storage not free and the mileage adds up. I would like my next rental truck in town free as they gave front loaded me mileage at rate and I paid that I lost out on never using. Theresa Slater 8104445848. Not happy.

Évaluation :

1

Rented a 20 foot truck and only gave me a 10 x 10 storage unit and my stuff would not fit

Évaluation :

5

Dee Love - new Asst. Manager from the downtown Ft. Wayne branch is exceptional; yesterday (5/14/21) she went out of her way to accommodate my near future move needs. Other staff are excellent as well (Denise, Mike, Jennifer & Josh).

Évaluation :

2

I want my money back didn’t mean to get it

Évaluation :

5

Everyone at the Fort Wayne U-Haul were very helpful, knowledgeable, and friendly. I would go there again and recommend favorably.

Évaluation :

5

The storage facility allowed easy access, was very secure, and allowed for tremendous peace of mind in that confusing time of moving things around, being located at the UHaul truck rental site. Easy peasy, and thank you.

Évaluation :

5

Nice and clean. I had a great experience and would definitely come back for any more storage needs I may have in the future

Évaluation :

5

Friendly staff and knowledgeable

Évaluation :

5

We were very pleased with the security and cleanliness of this storage facility. We wouldn't hesitate to use this one again in the future.

Évaluation :

3

We never received a card to get access to our storage locker and that was difficult to get into then when we tried the code I entered when we bought the locker my code was changed. Then my friend rented a uhual and y'all charged her $100 which is not correct because our charges both times we rented a truck were way less than that and she made the same trip we did for our second haul.

Évaluation :

4

I did have issues with the male on the phone who did the reservations! I was supposed to get a lower level bigger storage unit and when I went he gave us an upper level and smaller unit than what I was told. The lady working that day did help us but we were still stuck with the smaller unit and an upper level unit.

Évaluation :

5

The stuff was so helpful! My college kicked me out before the end of the semester. U-Haul found me a place to put my stuff in and gave me a month free! I would totally use U-Haul again in the future!

Évaluation :

5

They were super helpful and so nice!

Évaluation :

5

It was the best customer service I ever had. I got there about 20 minutes before they close and they still had a welcoming attitude. They went above and beyond what was necessary and I'm glad I went

Évaluation :

5

Desmond and Larry were awesome! They were very courteous and meticulous, and expertly fit my furniture/boxes into a 10x10 storage unit - which was quite a challenge! Will use them again for sure!

Évaluation :

4

The only problem we had was no one at uhauls fault ,the wiring on the truck was messed up, the guys at purcell okla uhaul worked their butts off to fix the problem and I commend them.

Évaluation :

5

Denise was awesome!!! She superseded my expectations. Thank you so much for all your help!

Évaluation :

5

Great place to store stuff in-between moves.

Évaluation :

5

Storage facility is excellent including a restroom!!

Évaluation :

4

Only one employee on duty worked very hard to take care of all customers needs.

Évaluation :

5

Customer service rep was excellent fast and courteous thank you

Évaluation :

5

It was convenient and the staff was friendly and efficient.

Évaluation :

5

Nice store, great people, neat storage units!! I would highly recommend this Uhaul store to anyone who is considering renting a truck, trailer, or storage unit!!

Évaluation :

5

I would definitely recommend uhaul storage. I'm very happy with my experience. It is alittle more expensive but having floor and climate control unit was worth it. All my furniture was perfect condit

Évaluation :

5

Helpful, professional staff

Évaluation :

1

Great place if you like mice in your stuff

Évaluation :

5

Excellent customer service

Évaluation :

5

Nice couple run the office and are very helpful

Évaluation :

5

Excellente expérience

Évaluation :

5

The store manager "Joshua " and his team are amazing. I rented a climate controlled unit for approximately 18 months and would highly recommend for anyone looking for safe , clean and secure storage.

Évaluation :

5

We had many problems with getting our u-boxes delivered to our new home. Before using this kind of moving, check to make sure the boxes can be delivered to your new home. Joshua was very helpful.

Évaluation :

5

Hi the facility was what I expected it to be

Évaluation :

5

They really helped me out and I would go again and use them for sure. Very quick service and super helpful in getting me all set up.

Évaluation :

3

Service was friendly. Storage unit was small and door was small and hard to navigate. Alarm system was malfunctioning, causing it to go off randomly for extended periods of time while we unloaded.

Évaluation :

5

Exceptional employees and outstanding service.

Évaluation :

5

Michael and Joshua were extremely helpful. Above that they were very pleasant and very patient. I had three separate U-Boxes to pick up and deliver back, very professional gentlemen!

Évaluation :

5

I would use again

Évaluation :

2

I was charged nearly 400 dollars for a 24 hour rental. How are you still in business.?

Évaluation :

4

Only issue was that they were understaffed.

Évaluation :

5

Josh and all employees were great. Very busy place. You need to allow them additional employees or you are going to lose business.