Customer Reviews for Your Storage Center at Flying Horse
(U-Haul Neighborhood Dealer)

Évaluation :

1

There was no one there all day during business hours so could not get the keys. This cubesmart location was a miserable experience. No one answers the phone or on site from 9:30 on a Wednesday. Then I thought there is an outside combo box and let me download the app since it might be automated. The uhaul app is difficult because it is not a responsive design so the keyboard blocks the thing you are trying to type in so imagine entering lots of data, as it demands to hit next, but can't see the text. Ask your UI designer to go through the process in the 90F sun. Finally got it all entered a d turns out the keys were inside and I didn't get a combo for the outside box as expected. Adventures in moving.... ch3age the tag line to frustrations in moving due to 3rd party pickup location.

Évaluation :

2

Rented a van, appliance dolly, and moving pads on-line. Had to use the 24/7 pickup option because the location was not open in the morning when I needed to start the job. Vann was ready and I was able to get the keys from the box, but the dolly and pads were not in the van. Called customer service. They said it was the location's responsibility to load the equipment in the van. I was just out of luck. I do not recommend using this location outside of their regular hours.

Évaluation :

5

Great customer service and easy to pick up and drop off again.

Évaluation :

3

There were no reserved dollies located in the back of the truck. After driving to two different locations I was label to locate one but not the furniture dolly. Still charged for both.

Évaluation :

4

My $19 van for 6 hours (only needed 4 hrs) ended up costing me $77!!! Plus no moving blankets or furniture dolly was available which I had ordered! So while the agent was awesome the experience was far from it!

Évaluation :

5

We reserved movers and they never showed up

Évaluation :

3

They charged me a $25 cleaning fee. Yet when I picked up the van it was dirty

Évaluation :

1

Tried renting a Uhual twice and the first time the keys were not in the lock box and the following day, they changed the reservation to the next day. It was a simple task, needed the truck for a maximum of 3 hours and instead became so stressed out and frustrated. I will be using Penske from now on.

Évaluation :

5

Internet and cell service was weak thereby making connectivity an issue while picking up outside business hours.

Évaluation :

5

Personnel at the pick up and drop off locations were great. My experience with the person who call the day before was terrible. She said they didn't have the size truck we reserved 2 weeks prior and didn't care. Said the reservation is only a "preference". Said we could drive 3 hours to pick up the size truck we reserved. Apparently, reserving a truck doesn't matter to you. We're moving residences from Breckenridge to Colorado Springs. You need to make sure you have the truck size and at the location when it is reserved.

Évaluation :

5

Easy pickup and great customer service.

Évaluation :

5

The gentleman at the front desk was excellent! 😊 Thank you

Évaluation :

3

We were contacted multiple times about pulling another trailer and/or returning our rental early. We turned ours in 2 days early (half the time) and didn't get any type of compensation.

Évaluation :

1

The cell service is horrible, which made it nearly impossible for us to complete our rental. It ended up taking us 2 1/2 hours to get through the mobile rental process. Just ridiculous.

Évaluation :

5

Excellent service!

Évaluation :

2

Vehicle was under two feet of snow and I spent 30 minutes cleaning it off before I could even start my move. The person running the location and showed up late as well. Vehicle was clean and worked just fine.

Évaluation :

5

The drop off location was great

Évaluation :

3

Convenient location but Cell Phone Reception (Verizon) was terrible resulting in a long, frustrating process to checkout/checkin after hours. The Vehicle was good but not "spotless" clean and had fault lights showing (tire pressure and oil change) but worse, it smelled strongly of the overpowering cologne of the previous user - I had to ventilate it overnight with charcoal filters to make it bearable enough to use.

Évaluation :

5

This so far was the best rental PLACE we have found in the last 6 months. I think we have rented at least 6 trucks. It was easy to pick up an d drop off. We intend to use them again.

Évaluation :

4

Not staffed.

Évaluation :

5

John great customer service. Professional and courteous.

Évaluation :

4

The cargo van was the most uncomfortable vehicle I've ever driven. Instruments too many and to hard to read w/o putting on my reading glasses. The agent was courteous but I miss his attention when first taking possession ov vehicle. Not interested in dealing with another app.

Évaluation :

5

Hey, said that he would take and text you guys or email and let you know about the windshield wipers to get contact with me please

Évaluation :

5

Very friendly, very thorough i. explaining the rental process. Highly recommend them.

Évaluation :

5

Customer representative was polite and answered all my questions. He was clear on his instructions of rental of the vehicle. He explained rates and terms and I had no issues. One of the best things he told me was to look on the rental agreement and there was a section on "how many gallons of gas" to put in based on where the fill tank was!!

Évaluation :

5

Staff was extremely nice and friendly.

Évaluation :

5

John provided the highest quality of customer service. You should use him as a trainer for other locations.

Évaluation :

2

We did not purchase SafeMove and opted out of it. When I went to pick up our truck the manager never stated anything about SafeMove, yet we were charged for it on our receipt from drop off. We also arrived at 1:30pm to return the truck, the storage unit gate was wide open so we parked the truck there, there was a large LED blinking OPEN sign on the front so I tried to go in but the door was locked. Since the gate was open I figured the staff might be helping someone with the units so I waited. After a while I tried the door again and saw someone sitting behind the counter. I waved and they gestured for me to go away. I didn't understand this because, again, there was a 2 foot long OPEN sign blinking in my face, it was raining and I was standing there wondering why they would turn away a customer during store hours with an open sign on, then I saw a small clock paper taped to the door that said Be back soon. The guy behind the counter finally came to the door and told me he was on lunch and to come back. They only have 2 vehicles to rent out and spend the majority of their day sitting at the counter on their phones. I've been to this location several times and the manager is on Facetime every time I see her. He told me to use the app, the same app the manager couldn't get to work to rent the truck to me in the first place. It never works. He refused to help us and told us he'd be done with lunch in 15 minutes and we can wait. Lunch at 1:30pm when the place closes at 4:30pm and he left the Open sign on and the gate wide open? This was so unprofessional. He didn't even understand why I kept telling him if he wasnt open he should turn off the giant open sign. It would have taken 5 minutes for him to help us return the truck and then he could go back to doing nothing until closing. They are never busy, never check the equipment. The last time we went the windshield was cracked, he had no idea, this time the cargo area still had garbage in it. I get that people need breaks, but don't leave a business wide open, have contradicting signage, and expect a customer to believe you need a break when you don't do anything and rely on an app for all customer interaction. If theres an app for this, then why is he there, what does he need a break from and why is he being paid to play on his phone?

Évaluation :

5

Not much, honestly. The guy working was great, the equipment was in great shape and the whole process was straightforward.

Évaluation :

4

No cell reception

Évaluation :

5

Staff was great, location easy to access.

Évaluation :

5

Excellent on all accounts

Évaluation :

5

Easy process. Kind and patient associate with all my questions. Merci.

Évaluation :

4

The van rented was dirty and while using it, we found a loaded hypodermic needle in the cab. This is not only a cleanliness issue but also a safety issue for occupants.

Évaluation :

5

Great location. The cargo area of the van needed to be cleaned out, lots of salt in it

Évaluation :

5

Kelly at the front desk who helped us was fabulous! Very personable & excellent customer service all around! Will be back!

Évaluation :

3

The truck was clean and easy to access. The problem were the bald tires, in which we got stuck in the snow in Black forest picking up a large executive desk. Fortunately, we had two guys push in the front and a third on the back rocking the truck while I drove to get it unstuck. Those bald tires are unsafe to drive in Colorado Springs, in the Winter, even in short distances.

Évaluation :

3

Person working was nice but seemed confused about mileage and how to get me the best deal. I was told the truck I was getting would be the bigger truck for the price of the smaller truck because the smaller one wasn't available . I still got charged the full price and seemed very expensive from what I was originally told .the way u haul is doing pricing seems like it's designed to confuse the customer into paying a higher price . Maybe offer training to unconfuse your customers and u haul computer system kept locking up , the employee stated u hauls computer system never works right . I think the employee did the best job he could given the misinformation and confusion u haul provides

Évaluation :

5

Nothing - was great!

Évaluation :

5

Great work. Fast, efficient, and easy experience.

Évaluation :

5

John was courteous and efficient and I would absolutely use this location again! It turned out perfectly for my needs! I have already recommended it to my family!

Évaluation :

3

Picking up the truck using the app was a pain. There were too many finicky steps, scans didn't work the first time, and the whole experience took over an hour, most of which time was not credited back to my rental. The final hassle was that the gas gauge reading on the contract was inaccurate. I was never asked to confirm it, and the discrepancy cost me about $50. I called to try to get it corrected but was passed from department to department again and again until I gave up. In the future I will avoid using the app to check out a vehicle (Truck Share 24/7 / live verify FAIL!).

Évaluation :

5

Van was dirty on the inside and outside. Food was in the door pockets and sand on the floor.

Évaluation :

5

Very friendly employees, but I would recommend providing a phone number that is easily reachable. I was given two seperate numbers, neither of which was ever answered, nor was there a answering service. After talking to the GM, I was given a third phone number that supposedly would reach the office and provide an answering service if needed. Twice I had to drive to the office just to confirm reservations....Other than that, anyone that I have ever dealt with is professional, helpful, and friendly..

Évaluation :

5

The location manager Leslie is a pleasure to work with. U Haul needs to fix it's janky app takes 3 or 4 tries to get things going for a rental

Évaluation :

1

System was down so it took us over an hour to upload our driver's license, front and back, picture of myself, and credit card info. Also, the vehicle was low on gas so we had to fill it up after going through all of that and the seat didn't adjusted forward correctly. It was stressful and delayed our timeframe.

Évaluation :

5

I tried to pick up the truck before business hours. I couldn't figure it out. Came back after they opened, was provided a link to go through the pick up process and it didn't work. Perhaps it had something to do with me using an Android phone in dark mode or maybe, in hindsight, it was my browser.. I prefer a Chrome-based browser named Vivaldi which is normally very good. A very helpful employee was able to use his iPhone to run me through the process. So there is room for improvement on how the website is presented to a phone in dark mode. This put me about four hours behind schedule. Not good.

Évaluation :

5

This is not a true U-Haul location, but a storage unit location that also rents U-Haul equipment. Late on Labor Day, Leslie was very helpful. I was going to do a truck share, but was able to interact with a live human. However, I returned the van after hours and the process was a bit aggravating. Although the process is easy, answer a few questions, take a few pics, the web site was very slow to respond . I had to attempt uploads of the pics of odometer and fuel, and then the condition of the equipment, several times. Each time I tried, I had to start from scratch.

Évaluation :

5

The representative at this location, Leslie, is very helpful and personable

Évaluation :

5

I have rented from this location 3 times now and Leslie has always been such a joy to work with, making the whole process easy and trouble-free. Great job!

Évaluation :

5

Outstanding customer service.

Évaluation :

5

Excellent customer service at the Cube Smart Storage office.

Évaluation :

2

The rental van was not at the facility per agreement when I arrived, and I had to wait over an hour for it to arrive. The on duty manager, Kelly, is excellent, but he cannot make it show up. I had to change my plans for the van, since now the fact that the dump closed at 4PM was limiting, and drive twice as far. I overpaid for this van and would like a 50 % refund.

Évaluation :

5

Staff was friendly, courteous and helpful. Automated turn in process was a little clunky.

Évaluation :

5

I had troubles using your app and website to return the truck. I am still waiting to hear back on a refund, because your system did not let me return the truck and charged me an extra day.

Évaluation :

5

Van sucks. Instrument panel dark, can,t read. Seat uncomfortable, need tech support to find AM on radio. 80's style van more user friendly.

Évaluation :

5

I dropped off using the mobile app and it was super easy to use.