Customer Reviews for West Orange Self Storage
(U-Haul Neighborhood Dealer)

Évaluation :

5

Use this office if close to you.

Évaluation :

4

The app does not work well for returns. My return flow was terminated when I rotated the phone while trying to take a picture for the condition of the vehicle, and afterwards the rental was closed and it was not possible to continue the return process.

Évaluation :

2

The whole process was difficult and underwhelming. It took over 20 minutes to be approved for my reservation and then once I was approved, I was unable to get the key from the lockbox. None of the codes they provided worked. I ended up canceling the reservation and wasting an hour of my time. Horrible experience.

Évaluation :

1

YOU CHARGED ME FOR 3 DAYS WHEN I ONLY USED IT FOR 5 HOURS!!!!! NEVER AGAIN!!!!!

Évaluation :

2

Friendlier and more informative employee. I was given very little info as to what would be charged in addition to the truck rental rate. More explanation on the rate per miles and general info. Also the employee seemed disinterested that I was giving them business

Évaluation :

5

Stacy at the front desk was very helpful with deciding what extra equipment I would need to move, and made the entire process seamless.

Évaluation :

5

The people at this location are the absolute best - very friendly, very helpful, very accommodating. We had an issue with the truck we rented and they got back to us promptly, were very courteous and resolved our problem completely. I recommend th very very highly.

Évaluation :

5

Good doing business with you guys.

Évaluation :

3

Destroy your pick up AI system, not user friendly, cumbersome, not a stable platform.

Évaluation :

5

The staff were superb.

Évaluation :

5

The location is clean and well maintained both inside and outside. I was fortunate enough to have access to a brand new ford 250 van. I'm interested in the purchase of a resale vehicle from u haul.

Évaluation :

5

Lock box was great. Nervous that it wouldn’t work but everything was set up perfectly.

Évaluation :

5

The sale representative Stacy was very polite well experience quality for any position in headquarter She was very professional from the time I called for reservation and 10:00 AM my truck was ready to go as promised. She was attentive went as at helping me finishing the transaction using my phone because I didn't have my glasses all the while keeping a great smile Very very impressed with UHauland more importantly Stacy She's definitely a great asset to your company Thanks Stacy Lucien Poulard.

Évaluation :

5

Good customer service

Évaluation :

3

Better 1st time customer instructions for after-hours pick up. However, once I had the app, I was very impressed with the pick up and drop off system. Easy to follow with pics documenting my fuel status and mileage

Évaluation :

3

Have an emergency assistance line for this location in case customers get locked out of the vehicle. Your customer service kept me on hold for 40 minutes, transferred me to Washington State, transferred me back to NJ, and the person hung up on me. I had to seek outside help to get into the U-Haul when I returned it after hours.

Évaluation :

5

EXCELLENT customer service and extremely friendly!!: just moved to the area and will be happy to use this location again should I need anything more!!

Évaluation :

1

That place is very homophobic and unprofessional. Never again.

Évaluation :

1

First of, the shocks in the vehicle were no good, resulting in some of my stuff breaking. Secondly, my return time was 7:30 ,we got there and the location was closed. After spending about 50mins on hold for rep, I was told to download an app to return the vehicle. Why wasn't this information given when the reservation was made or even when the truck was picked up? I will NEVER use this service ever. I've used it in the past, but this time I'm done.

Évaluation :

2

Your pickup experience on mobile is very antiquated and unpredictable. Calling my contacts while I'm waiting in the rain for my vehicle, and then denying me access? You should be more clear before people arrive that your electronic checkout requires tedious steps.

Évaluation :

5

Get your computer system together. I was there for over an hour despite having made an online reservation and coming in day before to ensure all was copacetic.

Évaluation :

3

The pricing is misleading. The $19,95/day and $1,09 /mile seemed fair until I was surprised by the additional gas charge. I will diffidently seek out other places to rent trucks from in the future. Make sure that you clearly post on your web site the gas charge and I think you find people will seek competitive alternatives to U-Haul.

Évaluation :

5

Service and quality of the equipment were excellent. Value was excellent also!

Évaluation :

3

Hire more employees for this location.

Évaluation :

1

I made a reservation and nothing was reserved. Never using Uhaul again.

Évaluation :

5

Went perfect. Stacy was great

Évaluation :

4

The Self check in and out seemed a bit tedious. Kept on losing the network.

Évaluation :

1

The price per miles should be communicated at the time of rental not when you're returning. We were told through 1800 Uhaul that the first 30 miles were free but at time of return was told it was $1,99/mile. When asked why the gentleman referred us to 800 Uhaul for an explanation. The gentleman at this location was rude and hung the phone up in my face twice. He was unprofessional, dishonest and appeared as if he didn't know common rental information although he confirmed having working there for over a year. I will never rent from this location or recommend anyone to rent from here because of the way they treat there customers.

Évaluation :

5

Nothing. Just wanted to say To .. I think her name is Stacey. She was sooooo helpful. Keep up the great work.

Évaluation :

5

Fantastic service with a smile (behind a mask :).Clean and safe experience--parking in front--I would drive a few extra miles just to use them again !

Évaluation :

2

My reservation was made online wherein I declined collision damage only to find out that I am being charged for collision coverage since the type of vehicle I rented must have this coverage. This information was never explained to me at the counter when I picked up the vehicle. If I knew that it was mandatory then why was given the option online when I made the reservation. This is a deceptive practice and is clearly a way to increase the cost of the rental. This will be my last time renting a U-Haul vehicle.

Évaluation :

3

the gentleman who checked my fiance and i out when we went and actually picked up the truck did not seem to care much at all which is okay because its just a simple truck rental. however, when i asked him direct questions he acted like i didn't say a word to him and completely ignored me which was bad because i had just had a massive issue with the uhaul around the corner in orange NJ. definitely get more professional reps to work the counter.

Évaluation :

3

There is a UHaul location a couple of blocks away that is much nicer and the people more helpful. On check-in, the person reluctantly checked in me. On return, there was no one around so had to do the self-check-in. It was fine although up most of the effort on the customer.

Évaluation :

4

This place is very convenient. They have a storage facility here. Perfect for unloading the U-Haul vehicle

Évaluation :

5

Especially, your associate, Stacey, working at your West Orange U-Haul facility was extremely professional, knowledgeable and courteous. Stacey helped me throughout the process and was also there during the day if I had any questions. Overall, an excellent experience and I recommend this U-Haul facility highly.

Évaluation :

4

the price i was quoted wasn’t honored wo tvuse ihail again

Évaluation :

5

Stacey and Nigel were extraordinarily polite? Knowledgeable and courteous. I recommend them to anyone using this location. I look forward to reserving at this location for future rentals Thank you Stacey and Nigel. ??

Évaluation :

3

Need better customer service person that work there on Saturday poor customer service

Évaluation :

4

Good experience

Évaluation :

4

Don’t charge if someone goes over be a half hour because you don’t know what happened during the move process.

Évaluation :

5

Everything was great, Stacey who handled the transaction was very friendly and knowledgeable. Very easy transaction.

Évaluation :

5

Stacy was a pleasure to work with - accommodating and made sure to explain everything about my rental to me.

Évaluation :

5

Cargo van was like new. The 800 number service reps were most helpful especially when we needed to extend the contract. The only suggestion for improvement is to train the on-site U-haul agent to be more patient when a customer is trying to check-in on their phone & asks for help. No need to make the customer fee dumb because they are doing something for the first time and are having some difficulty. Not all are tech savvy!

Évaluation :

3

Approval process is way too long! Location is not cleaning the trucks properly.

Évaluation :

5

really nice van, easy pick up and drop off

Évaluation :

1

The associate was unprofessional. Informed me the price would be 20 + 1 per mile and when the bill cost more then the mileage used he told me there was nothing he could do. He also stated I didn't book a van even though I had a confermation number. When he found my order he canceled it. Supposedly the system wasn't working properly. Then he never provided me with the boxes I ordered and paid for through U-Haul. 2 small boxes snd 2 medium boxes. The whole process was terrible. I will never refer a friend nor will I go to that specific location ever again.

Évaluation :

4

Rental associate was unable to explain all the fees associated with the rental and was unaware of the options for rental ( flat daily rate, etc.). The van rented was reality new however it was not cleaned out prior to my rental.

Évaluation :

1

Fix the onsite rental registration process and train staff to perform their task.

Évaluation :

4

Upon returning vehicle with office closed could not get app to "find" location vehicle returned to. Need to improve functionality of that app

Évaluation :

5

while this location has a limited number of vehicles, the van was available as scheduled, the van was in excellent shape, clean and the customer service was excellent. They allowed me to return the vehicle at 10 PM (which was after closing hours) Invoicing was as agreed to, with no issues

Évaluation :

5

Get more trucks for that location

Évaluation :

5

Stacy checked us on and was very nice and polite was a joy to work with

Évaluation :

5

It was a very good experience overall. Thank you.

Évaluation :

5

I was charged $18 for gas and I travelled 16 miles

Évaluation :

1

Overall my experience renting this van was very disappointing and difficult. First when I checked the vechicle out the cashier was watching sports on his phone during the entire transaction. Second when presented the contact it had additional items I did not ask for and did not have the insurance I did ask for. I then asked to have those removed before agreeing and signing. This took about 45 minutes. This was an overall bad experience, I was disappointed with the service and the confusion. If you would like additional information please reach out to me, but it would be a hard sell for me to return to u haul again or recommend them to friends and coworkers. I figured some type of compensation or discount would have been applied after being there way longer than we should have which cut into my move time. Thank you for reaching out and again I offer this advice in a constructive manner.

Évaluation :

3

The service rep at the location was great. very helpful and friendly

Évaluation :

3

The receptionist had problems pulling up my information even though I did it on the computer prior to pick up. She said the website changed on her side which delayed us a bit. However she apologized and was very nice. The vehicle had a few items in it when it was picked up.