Customer Reviews for U-Haul Moving & Storage of Decatur

Évaluation :

5

the only problem i had was the day after i closed my account by removing all my storage items, i was charged the next months rent. I would have thought that after removing me from the customer in the computer it would remove me from the billing program. maybe you need to revise the computer program that when i customer clses their acct, it would also remove them from the billing program, ty

Évaluation :

5

Everyone was professional & friendly. Thanks :)

Évaluation :

5

Very knowledgeable & friendly staff. Keep up the good work guys!

Évaluation :

5

Everything was justified.

Évaluation :

5

This rental start to finish was the smoothest, quickest, easiest rental I've ever been part of. I was assisted by the manager on the way out and asst manager back in. Both gentleman were amazingly helpful. Moving is incredibly stressful. Uhaul made this a great relief. Thank you!!!

Évaluation :

5

They were very professional and polite. Good service.

Évaluation :

5

We had a wonderful experience. Ordering, pickup and drop off went smoothly. No improvements needed for us.

Évaluation :

5

Jordan is awesome!!

Évaluation :

5

Staff went above and beyond to help me clear out my storage!!

Évaluation :

3

Ramp to short for the height of a 26' truck. I know the different trucks have different length ramps. But when you call they tell you no they all have the same length and the only information they can get is on the width of the ramp. ServPro has used uhaul trucks and the different length trucks have different length ramps. You don't put a 8' ramp on a truck that is 4+ feet off the ground makes it to steep and dangerous.

Évaluation :

5

Ive rented twice recenty and both times have been easy and smooth transactions. Will be renting again this week it has made a huge impact with my catering business around the holidays. Great service!!

Évaluation :

3

The product I rented wasn't available and they charged me for the upgrade on top of not giving me the $50 for the rental being wrong! Then charged me $110 on top of what I already paid for 41 miles over and gas not being where it was supposed to be!

Évaluation :

4

Very helpful staff and easy to access facility.

Évaluation :

4

It went well

Évaluation :

2

Service was slow and I was incorrectly given the wrong truck. The paperwork didn't match the truck. When I returned it, I waited 35 minutes for the store employee to check me out. After checking in the truck I was told everything was good to go. After I left, he deducted $900 from my card.

Évaluation :

5

The Pershing location was excellent, very good customer service and I rented a storage there. Thanks

Évaluation :

5

Nothing everything was excellent customer service was a plus I would recommend service to other thanks for everything you do!😉

Évaluation :

5

I was very please will recommend, anytime.

Évaluation :

5

Staff hooked me up, I didnt have to do anything.

Évaluation :

5

Jordan and the team was very professional, friendly, effective.

Évaluation :

4

The customer service from individuals in the actual location were very nice and helpful. However the individuals in the customer service were absolutely horrible and just seemed to not want to be a bother. We called in about some down pillows, blankets, and musical equipment getting wet and possibly ruined and just kept getting jumped from one rep to another. So far I know the pillows are ruined. We are trying to let the musical equipment dry out really well first before plugging it all in and seeing. We payed the extra for an enclosed trailer so our things would not have gotten ruined and now I would have been better off just buying new.

Évaluation :

5

My experience was the best I've had in the situation I was in. The staff was superb and all deserve a raise and a pat on the back.

Évaluation :

5

very impressive service in Decatur.

Évaluation :

5

At pickup, employees very helpful. At return, employees very helpful. I got what I expected which was great. I am a satisfied customer.

Évaluation :

5

Customer service reps in the office were friendly and prompt!

Évaluation :

4

I was happy with a simple and direct way of pickup and return of the truck.

Évaluation :

2

The uhaul company over charged me for something I use only one day! I really didn't lik that! At all! It waznt right! At all

Évaluation :

5

The contract rates cannot legally be changed - when i signed up my contract stated that mileage OVER the alloted amount would be charged at $0,79/mile when i checked out i was charged $1/mile as well as an additional rental fee which was not appropriate - i returned the vehicle on the date the agreement indicated. Uhaul needs to do better as i have been a loyal customer throughout the years and this recent experience is very offputting.

Évaluation :

4

Designated Pick up area ... like drop-off area... had to go a distance to find location of unit

Évaluation :

5

Jordan was very helpful. We will definitely use this location in the future.

Évaluation :

1

We rented a 5x8 enclosed trailer and drove all the way across town with the back door open because the worker didn't secure it properly when we pulled out of the lot. None of the workers knew or understood the computer system and tried to charge me $60 for a $18,95 rental. When we got back, the driver, my sister in law, backed in perfectly and the worker made a comment about never seeing a woman park so well. I am beyond disappointed in this location.

Évaluation :

5

Courteous, professional, helpful, perfect experience

Évaluation :

2

My code didn't (and still doesn't) work to disarm my unit which causes the alarm to go off every time I go there. It's embarrassing and annoying. Also, there are roaches… dead and alive that I have seen on each visit. My lock was supposed to be in my unit waiting for me and it wasn't.

Évaluation :

3

Was very upset that when I got there I couldn't find anyone for help for about 15 mins. When someone finally showed, they told me they would be back and it took another 5 mins. I reserved my rental on a Friday for the following Tuesday at 8am. When they finally got everything set up they handed me the keys and said "it's pouring now and your truck is at the end of the parking lot near Pershing Rd." I asked which truck and he said I would just have to look at the key tag and match it to the truck. I never saw a number on the trucks so after walking all the way across the parking lot in the pouring rain and trying two other trucks my key finally worked on the third one I tried. I was very upset with the lack of customer service, I figured the truck would be pulled up and ready as that has been my experience at other rental places, especially when it is pouring rain. The overall cost and quality of the truck is the only reason my review is as I have put it because I did feel there was good value there.

Évaluation :

5

Great experience.

Évaluation :

2

The employee couldn't even take my cash so had to wait 40 minutes for other employee to return from lunch!! When we brought the uhaul back the employees where upset and making comments to each other because it was 5 minutes til close! We are sorry it was close to closing time but we live 25 minutes from Decatur and wasn't trying to come back to town the next day!! Next time keep the rude comments to yourself!! Not professional at all!!

Évaluation :

5

Everyone helpful and friendly

Évaluation :

5

Thank you for your respect and your kindness... I will come back... Thank you

Évaluation :

5

I use this U-Haul location often as I have kids in college that come home during summer. This last rental was for my uncles belongings - we rented largest U-Haul truck and 2 large enclosed trailers. I also rented the the largest storage unit available. The app is very user friendly and the staff is always kind and attentive. We found the unit clean and the right size for our needs. When we went to move the belongings we had found the unit had a leak in the middle of the unit which had destroyed some furniture with water damage and mold on furniture fabric. I was given information about Uhauls liability carrier to take care of the damage as the unit was to be leak proof. I will have to let you know how the insurance is handled but this far has been a great experience.

Évaluation :

5

Service was great. Vehicle was clean and like new!

Évaluation :

5

great service rep

Évaluation :

5

Friendly staff member came right out when we dropped off the trailer. Very impressed with U-Haul from beginning to end of trailer rental process.

Évaluation :

5

Nothing, everything went smoothly and easily.

Évaluation :

5

Everyone from the man and woman working inside the pick up location to the team uhaul referred (Alpha) to help move me were all so sweet and made moving after my divorce a lot more fun. Seriously, I really appreciate it.. this divorce was ugly and I hated to move out of my beautiful home and everyone from start to finish made it fun.

Évaluation :

5

All was good.

Évaluation :

1

All employees need much better training on how to operate the checkout software.

Évaluation :

4

No complaints

Évaluation :

5

No improvements - the pick up location was FANTASTIC.

Évaluation :

2

I was told I could drop off a car transport at a specific U-Haul location where I rented a storage facility. The location where I took the truck and transport were not a location that accepts one way drop off. The “drop off” location was not even big enough to drive the 26' truck with attached car transport around. Your databases should have the specifics on other locations.

Évaluation :

5

Only issue is the outside parking lot is very dark at night. Also it seemed like the heat was on all summer always hot air which was really annoying when you have to sweat while trying to load and load things in and out the storage. Jordan was absolutely amazing always took great care of me!

Évaluation :

3

I ordered a dolly, one wasn't in my truck, but I was told to grab one from another truck. Just a weird experience.

Évaluation :

3

The vehicle was not ready at the designated time. I do need to say that the Counter Person was fantastic--came to find she was new and had started working the week before..she did everything she could to help us secure a vehicle and get on our way.

Évaluation :

5

Everyone very nice and helpful

Évaluation :

5

Nothing ! Great Customer Service

Évaluation :

4

I was charged double what I was suppose to after speaking to 2 individuals about the time I would have the truck back. When I spoke to the manager he said he would credit my account. More money was taken from my account then a day or two later that was credited back and the next day the entire wrong amount was taken from my account from the same person I had spoke to first thing. Had to make another call( 5) to ask about the charge and almost 2 weeks later I was credited back the right amount. Probably won't go with uhaul again.

Évaluation :

5

Make sure the inside truck is clean and charge to much for mileage inside town

Évaluation :

1

The whole storage had roaches even the bathrooms

Évaluation :

5

Inside storage area Hot Temp!

Évaluation :

1

I was charged beastly 300 dollars and showed this to the employees who said it only showed 58 on her end. None could tell me why, when or f I would get my money back, and I had made a commitment to purchase a car which I very much need and now with that money being grid i will be unable to do so. Very frustrating. Furthermore, I texted 2 trucks in the last 2 weeks. The first one was having major transmission odyssey, skipping, not wanting to shift, etc, as well as the brakes were going out. Very dangerous. I didn't at anything, however, eden the second vehicle had the same problem with transmission and then broke down on the side of the road like,the battery had died but that would most likely be an alternator, not once but twice, and i had to save someone Dirac in the dark alone as a woman in decatur to get help I decided to call the customer service and make them aware, the Wuhan I take to, Sylvia, was more concerned with wanting to charge be an extra day even tho I infighting get I would get it back within 24 hours, than she wad with the problems I was having. I also had to mix a half Day of work, which is a around 150 dollars, because it wouldn't start in the morning either. I need to know when I am getting the money I was over charged back and need it to be immediately, abs to be honest u do not believe I should be charged for the second vehicle at all. Especially because I made the employee at the store swear if the fact it had a dash light flashing and she just brushed it off as"oh its your tire pressure but they look fine. " that and the grandkids issue both cause excess fuel usage.

Évaluation :

1

I have been charge 6 times from this company all different prices. You keep taking money from my account but not putting money back in for days or a week then you continue to take money before you add it back and the excuse I keep getting is a glitch is causing this. I was to receive a refund of 90$ due to an error in pricing for mileage. 8/29 charged 118,61 8/26 charged 292,36 8/24 charged 105,02 8/24 charged 97,25 Credit 8/26 202,27 I rented the truck on 8/18 and yet I'm still being charged

Évaluation :

1

You lost several customers while i was waiting one hour and a half to return your truck. The first person i talked to after waiting for over a half hour said it was too difficult to deal with since the mileage was off by 50 miles 179779 instead of 179725 the contract stated at the begining. All i wanted was a final bill. Had to wait an additional 45 minutes for the manager and was told several times he eould "be right there" When he fid show up he busied himself with other people. Tried to push me off on an employee who did not look as though he worked the front counter. When he finally put attention to my situation it took about 10 to 15 minites. Seemed as though there was some underlying resentment. Same thing when i picked up the truck on Saturday which was another Fiasco

Évaluation :

4

Needed an oil change, had low oil pressure.

Évaluation :

3

I hope I was credited for furniture Dollie's and pads. It wasn't put on the truck when we rented it.

Évaluation :

3

The employees there were lazy as crap. We returned a trailer under the green canopy like the worker there had asked me to do then I get a call asking if I have returned the trailer yet and they didn't have the trailer on the lot. If they weren't lazy and would've gotten up to take care of the trailer that wouldn't have happened. Got charged $113 for their laziness. When we first went in the lady was more interested in her phone then trying to help a paying customer and they were too lazy to take weights off a motorcycle trailer we were trying to rent and it was the last one they had with weights in so we didn't even get the trailer we wanted. It worked out but overall pathetic work by the employees.

Évaluation :

2

Reserved my truck for 8am. Didn't get it until 9am. Put me back a hour. Ruined the whole damn day. Paid 126 when I should have got it cheaper since I had to wait an hour. Was not my fault. No worries. Just like getting screwed out of money.

Évaluation :

5

Was a good place to store my "stuff" for one year while making plans for a future move. All positive - no negatives for me.

Évaluation :

5

Clean facility, excellent staff.

Évaluation :

5

From the manager to the customer service I would highly recommend U-Haul to any family ot friends! Extremely personable and knowledgable about their services. I have another unit at a different facility which has now raised my rent 4 times in less than 3,5 yrs!! Totally ridiculous !! Jordan Currie is the ultimate BEST!!

Évaluation :

5

This team went over and beyond on customer service

Évaluation :

5

Jordan was excellent!!

Évaluation :

5

My brother rented me the uhaul that day but we couldn't get our free month!

Évaluation :

1

Staff ignored most of the customers questions, needs and unable to to provide legitimate answers. Security services are very poor and not operating correctly. Climate controlled storage was not climate controlled at all. It's was 93 degrees Fahrenheit outside of building heat index and the same inside the storage building area. Only certain members allowed 24 hours access into storage area., Without answered to why? Very segregated and prejudice. False advertising...issues with U-Haul.

Évaluation :

4

Should think about lowering prices!

Évaluation :

4

Security deposit wasn't given back in full

Évaluation :

5

Staff was very helpful in the entire process as i have never rented a storage unit before.

Évaluation :

5

Tyvm

Évaluation :

3

I was unable to access the facility with the code given to me at check in. Staff present when I was there to move in was not very knowledgeable about how I could access the building closest to my unit. Both staff present acted like they could care less. I was told there was a lock in the unit. There was not one. When I went back to the lobby to request one, I was told they had none. I was given a lock about 15 minutes later. I was not offered or told carts were available to help move our belongings until I read a sign in the lobby after we were moved in even though a staff member saw us making multiple trips from the truck through the building to our unit. Overall, the unit was as I expected but customer service was very poor.

Évaluation :

5

JORDAN IS THE BEST MANAGER THAT YOU HAVE HAD AT THE PERSIAN FACILITY LOCATED IN DECATUR, ILLINOIS

Évaluation :

5

I have used this storage facility since it was opened. The service and the personnel have always been great. Oh the storage unit itself is also great.

Évaluation :

5

Great friendly staff.

Évaluation :

5

Donisha was the first person to welcome us to Decatur. Her kindness and helpful manner set her apart. She also knows her job thoroughly and is able to quickly evaluate convoluted situations and offer appropriate solutions. We look forward to working with her again! :)

Évaluation :

5

Donisha's customer service, professionalism, and friendliness make her so easy to work with. I am in the middle of a cross country move, lost two pets this week in the process, and am living out of a dreaded hotel. Donisha was compassionate about my situation, and stayed calm and collected while I had a little meltdown. Donisha knows the products/services and was able to find a solution that best fit my complicated situation. She also sorted out my reservation that no one at uhaul (1800#, not the local office) wanted to assist with. I explained the situation and Donisha never got frustrated or lost her cool even tho my situation was convoluted and I was completely out of my mind. Thank you Donisha for making my day a little sweeter!

Évaluation :

3

The staff that was in attendance was awesome. However, I tried to call customer support 2 different times and was put on hold for 30 minutes before my call was dropped. The customer service needs to improve.

Évaluation :

5

You guys were great

Évaluation :

4

Jaden is great and I appreciate his help. He needs more people to help him.

Évaluation :

5

If u get storage out before your due date should be prorated

Évaluation :

5

The Manager Darrell is so easy to work with, he made moving during a stressful time easier. Merci.

Évaluation :

5

Jordan was very kind. Excellent service à la clientèle. He went out of his way to show me around and to show me how to use the key code pad to get into the storage facility.

Évaluation :

5

I have to praise the staff at the Pershing Road Decatur IL U-HAUL facility. Everyone was professional and always willing to accommodate me. I want to especially mention Jordan, who deserves a management opportunity!

Évaluation :

4

My original storage unit was given to someone so had get a new one???

Évaluation :

5

Awesome service!

Évaluation :

3

Received email for due date didn't receive one for the previous month

Évaluation :

5

But I won't return uhaul again .. told me it wud b 54,75 then they debit my acct an additional 21.54. Idk why but thats fine

Évaluation :

5

I gave good ratings, but I did have 2 major issues. The first time I went to get some things out of my unit it was locked with a U-Haul lock on it. It was an error. The only reason it was an issue is because I was in a super hurry and very jammed up that day. It took extra time to get into the unit. Next, when I did get in, my stuff was soaking wet!! That was a huge problem, again because of my time crunch. Needless to say I was NOT going to put another thing in there. It was a maddening experience. I do think my experience was a rare and unfortunate one, that is why I am not giving a bad rating. I like that your facility looks very nice and so glad you took over the old rundown K-Mart.

Évaluation :

3

The reason I answered NO to #5 and #6 is because the facility needs to be fumigated very badly. I only had a storage space for one week, and I noticed cockroaches in my plants as I was removing my property from storage. Many more cockroaches came out of my furniture when I got moved into my new home. They were not in my property prior to being in the Uhaul storage facility and I had to fumigate my new home immediately.

Évaluation :

4

The facility is clean, easy to access and in a convenient location. Customer service is lacking. Called and was on hold for over 15 minutes and no one answered. Tried to rent on the website and the system locked up at the third step on multiple attempts and wouldn't advance to complete the rental. Went to the store in person and was assisted after a short wait. The staff are friendly and knowledgeable.

Évaluation :

5

The service was perfect. I've never had anything but a great experience with the staff and the product at U Haul. As a life long resident of Decatur, I am so pleased that U Haul moved into the old Kmart. The building looks great and the area is well kept. This business is a great asset to Decatur in every way!

Évaluation :

5

Really helpful and fast service

Évaluation :

5

Love the room should have went with 10x15 but I made my choice work. Building was very well maintained. Love the fact you was given a new lock along with your unit. Love the inside unloading and use of carts. Love the access control to the building. Love the fact it's climate controlled.

Évaluation :

3

They gave me the wrong unit, for starters. I found a charge on my credit card even though the first month is supposedly free. There is a box of poison in each unit, and it concerns me that you have a critter problem. I plan on moving out very soon.

Évaluation :

5

Because as I ask for more time ,the worker made it so I could get more time. And that is putting customers first,I love service like this one,Thank U

Évaluation :

2

I paid for a secure unit for several months from day one the alarm did not work on the unit. Multiple times the shop guy was in the building smoking.

Évaluation :

5

Clean and well lit facility.