Was disappointed we did not get the free month, even though we bought supplies, rented a storage unit and a van.

The entry system is a bit confusing. The website reservation is misleading. What's the point of setting up an electronics paperwork-less reservation when you have to go over almost everything and fill out forms at the store. When I signed up, the system said that the first month rental is free only to be charged for the first month because, as the indifferent rep at the counter said, "you have to return a truck to that location in order to qualify." I've given UHaul a lot of business in the last 18 months with 8 or so truck and trailer rentals and two other storage units (which I'm consolidating into this new Philly unit.). I think I deserve that free month.

Well, in the beginning one of the lady staff said there’s a 24-hour access to the facility. And it’s working fine for the first ten days or so. Then there’s an extremely unprofessional male took that 24 hours access away from my account out of racial discrimination and hated crime (from the very first around 25 mins after when I’m finished sign up) and even bull shot about, there’s no 24 hours access in the building. BUT I’M ALREADY ACCESS over serval time after hour.

I had hoped to buy my childhood home in the Bella Vista area and was keeping my Mom and Dad's furniture to place in that home. However, that hasn't happened as yet. Until then I guess I will have to keep it in storage. It is costly; however, I want to preserve the history of my family.

None what so ever.

I was really happy that when I closed one of the units but kept the other, somehow I accidentally got charged for another month on the one I closed, but before I even noticed that it happened someone from Uhaul called me to apologize and let me know they were refunding me. I love that they took the initiative to get in touch with me before I had to. It made me feel like they were on top of it and trustworthy.

Rashonda the customer representative was very helpful her explanation of how everything works was clear and very understandable 👍👍

Convenient location, excellent services and staff

I'm happy to report that my encounters with the the staff and, in particular, Andrew Curry, were exceptional customer service, a rarity these days. Because my storage space was in Philadelphia and I now reside in Memphis, TN, I reached out often by email about questions regarding the protocol for moving in and out in response to the pandemic. Happily, I always received replies in a professional, supportive and timely mannner. BRAVO!

My only issue and reason not 5 stars is the local phone number rings too long and then you get put on hold for 10-15 minutes. I live 9 blocks away so I get frustrated and I just walk over.

I tried many times to resolve the theft that occured there and they said they would help but when asked for video surveillance they had numerous excuses for why they would not allow. I also tried calling and emailing and many times went without responding. One would think that they are safe with all the advertising and promises they make with it being twice the protection because of it being an indoor locked facility and 24hr video surveillance. Do not be deceived! Yes they have prime location for the city so it is convenient and they make you utilize their lock but the units themselves have ways to be broken into and I was not the only one to unfortunately discover this.

This facility doesn't even deserve one star, which is the lowest rating possible. If it were possible to give a negative star rating, I would. They offer a false sense of security. Their posted claims to have 24/7 video security is misleading and proven to be false. Our storage unit was burglarized and we lost several thousands of dollars of personal property that is not replaceable. When we discovered this, we also found out from the Philadelphia Police Department that theft at this facility is an ongoing weekly occurrence. The general manager was complacent and offered us no resolution to our unit that was damaged and left unsecured even after it was brought to their attention. Additionally, there are staff members working there that know these issues are happening and no customers are being notified that their property is at risk. The general manager and staff is willfully and deliberately neglectful to the point where there are people living in the building and coming and going without proper access. I do not recommend this Uhaul to anyone. If you have your things there, you should immediately remove them.

Absolutely horrible experience. Uhaul's website should not allow you to set a preferred location in Center City Philly (12th & Washington & N 13th Street) for a 26 foot truck if they never them at those facilities. The staff was rude and not helpful and the customer service wait time on the phone was over 35 minutes. Absolutely horrible experience finding out 2 days before you move the truck is in Bensalem PA when you live in Center City.

Storage location was fine but not easily accessible, maybe due to COVID19 issues. However, front desk staff were at times, rather infuriating to deal with. Their refusal to speak in a clear and loud enough voice, since we wear masks this becomes a necessity, was an avoidable obstacle they chose not to surmount, which prolonged interactions unnecessarily.

I cancelled my storage unit in person on 7/31 and received a call from an U-Haul employee on 8/3 to confirm my move-out. On 8/17 I was charged for another month of storage. I contacted customer service and they said they would reach out to the manager about cancelling and refunding the month. All I received was a notice it was cancelled and then a request to do a survey. I am still waiting on my refund. Reading other recent reviews it would appear that this has happened to multiple people and that the in person staff do not know how to process a cancellation correctly. I would NOT recommend this place to anyone unless they want to pay for something after they have cancelled.

The only unit available did not have a ceiling, only a wire mesh covering which necessitated a rat bait station in the corner (this is center city philadelphia). I moved my things out just two weeks later and asked the front desk staff to come look and verify it was cleaned out. They said they would do it later & send close out receipt that day. This did not happen. Four days later I received an automatic reminder that payment would be due in 10 days so I called and asked them to please close out the unit and contract. I was told they would do this within ten minutes and I would get an email confirmation. Still did not happen. When I called back that afternoon I could hear the phone was picked up and without someone even saying “Uhaul. Will you please hold?’, I was instantly placed on hold, After waiting for 20 minutes,, I gave up, hung up, and called back. Same thing happened. I never had a chance to even get a worker on the line and after several tries I gave up. I then went onto my online account and saw that I could close out my account myself with a few pictures of the cleaned out unit, something I wish a staff member had told me the day I moved out. But I was out of town at that point (taking daughter to college) and taking empty unit photos was not possible. I gave up on calling that day and tried the next morning. The same thing happened, instantly placed on hold. Gave up again and tried the afternoon, hoping for a staff shift. Finally, I reached a person. Within the hour I received a confirmation. Besides the inability to manage the phone with proper politeness, the staff at this UHaul location could use more training in Interpersonal skills. I watched multiple customer exchanges where the front desk staff just looked like they hated their jobs. On the positive side, I have also rented trucks and vans from this location and the outdoor staff is fantastic!

Elevators didn’t work consistently causing long waits while staff reset system. I actually vacated the unit in July and notified the staff. They said they would check the unit and close my account. This says I vacated August 6. I received a late fee notification; poor administration of detail.

The rates are a bit on the expensive side but we had an Excellent experience with the facility overall

The staff in the office were amazing and went above and beyond in making my experience great. Shannon in particular was very helpful with my storage reservation and making sure we were comfortable storing my items at this location. However, the staff who worked with the trucks and in the storage areas largely did not wear masks, which was very concerning to me.

The storage unit was convenient and access in and out was easy. I want to give a shout out to Marlo who was super friendly, helpful, and went above and beyond to assist us two different times. The staff in the office also did a good job. My only complaint is that the building was a little run down and the floor of unit in particular was old and rundown. Also, after we moved out we got a notice of late fee for nonpayment.