Majd

The good thing about this location is its convenient location on Western. Nice clerk to deal with, however you might get misleading or incorrect information from her. When I asked about booking a truck, she said that U-​haul only rents those for 6 hours. After I called U-​Haul corporate, they told me that some locations claim this trying to rent the truck twice in a single day, even if you (the client) need it for 24 hours.
I ended up booking the truck online, and again when I went to pick it up in the morning, she told me that she would either cancel my rental or make it only 6 hours.
Tip: if you are booking a truck for Sunday, book it online Saturday evening, this way you get the $ 0.99/mile price instead of approx $ 2/​mile price (weekend price). This is how it went for me, maybe this will go for you as well.

I really should have paid more attention to the reviews here before deciding to work with these folks. They have absolutely no desire to do what’s in the best interested of their customers. I was late picking up my truck due to circumstances beyond my control (new landlord changed pickup time for the keys at the last minute) and called asap to let them know I’d be late. No answer. I called a second time to let them know I was on my way, no answer again. When I arrived, all of a sudden my 12-​hour reservation turned into three hours. I naturally became upset because I did not get any notification that my reservation time had changed. When I said I wasn’t sure if I could get everything accomplished in three hours, they canceled my reservation. The woman at the counter has no sense of empathy. This was the first time I have ever lost my cool with someone who works in customer service as I spent a long time in similar positions. She said it was my fault for being late. The fact that they double (or triple) booked the truck didn’t strike her as a problem at all. Don’t ever use this franchise to rent any equipment, drive out to the suburbs if you have to.

Horrible. Store is supposed to open at 8AM. I arrived at 8:20 and the door was locked. Rude lady opened the door. There was a really scary dog there in the other room. Snarling and growling. I had a prepaid reservation. She apparently did not know how to handle this. She finally figured it out after talking to the manager on the phone for 45 minutes. Then the computer system went down. When the computer came back online she said they don’t have any furniture pads. What kind of u-​haul place doesn’t have any pads? Then she tried to give me wet pads. There was only this one lady working there trying to wait on everyone, check out trucks, answer phones, etc. I finally got 18 pads out of them and was ready to get out of there after being there for over an hour. Then she stopped to help someone else and went outside. She left the door where the dog was open and the dog almost got out had we not shut the door in time. I finally got my truck and it had a little less than half tank and was supposed to have half tank. It had not been swept or cleaned since last use. At this point I just took my truck and left because it took WAY longer than anticipated. Try another location definitely however they will choose the location for you in the end so you really don’t have any control. The customer service at all Chicago area locations sucks from my experience.

This place is… awful.
We booked our U Boxes through them, loaded them on a Monday morning, and were told they would be shipped to a secure facility that afternoon. Tuesday, the boxes were there and they stopped returning our calls. Wednesday, the U Boxes were still there. In an open lot. When I asked what was happening, the woman behind the desk told me it was in UHaul’s hands and to relax, but did not have a phone number for the facility that was supposed to be picking them up. When I expressed concern and panic about the boxes spending another night in the lot, she told me the lots was secure. Because it had cameras. When I asked her what the cameras would do to protect against theft, she told me, and I quote «God is watching over this lot».
Do not use these people. Please.

Was kind of surprised to see all the bad reviews.
I booked a moving van 2 days prior. Used the online booking system.
Walked in a the given time. Was a bit put-​off by the rather messy appearance of the office. Moving boxes and supplies everywhere.
A man came out and I was on my way in about 60 seconds. Sign here, sign here, fill up the tank to half, yadda yadda yadda have a great day. Simple, polite, and fast.
Here’s the important part– Often times I have problems with rental companies charging exorbitant «deposit» fees and taking days, even WEEKS to return.
They took a $ 71 deposit and charged it to my card.
First thing next morning, not only did I have an emailed receipt fully detailing the final charge, but the deposit was removed and the true charge applied! By 9:15am after I returned the van around 2am.
Will return.

I’ve been here 3 times. One good experience, one truck that didn’t run well and was about to drop the transmission, this time the owner’s large dog tried to maul me on my way in. When I returned the truck, it growled and barked from behind a door. Terrifying. I won’t be going back.

There are not enough hours in the day to say how horrible my experience has been with this location. I have been calling for two months to clear up and invoicing issue which I can only imagine at this point was an intentional mistake from the get go. I seriously wish I’d seen all of the other bad reviews before I’d patronized this location. Worst mistake I’ve made in a long time.

I had an issue with PODS storage, in that they would not deliver their container to the yard of my building in the winter. I made an arrangement with Theo the manager of this U haul to rent a space in his lot for a day. It helped me out of a serious jam. I have rented a truck here before, and had an OK experience then as well.

Like other reviewers, if it was possible to give negative stars, I would. Using U-​Haul and this location was probably the worst customer service we’ve have ever experienced. My boyfriend made a reservation 1 month prior to moving online. He received a text message 3 days prior to moving to confirm the reservation which then he was told that the location he originally booked only did 5 hour rentals — no where did it say this on their website BUT it let him book the truck for 9 hours no problem. Right here, I wonder why their computer system doesn’t have some alert option if someone tries to book for all day if this isn’t an option. They could call the person the same day it’s booked so they could either figure something else out or get 20 friends to help to fit into the short time frame, and avoid all the subsequent issues.
So, he contacted them and the first person he spoke with took absolutely ZERO accountability for the issue and gave him the «tough sh*t» attitude and a number to call to fix the problem. He called the number and spoke to a woman, who moved his reservation to a different location and said they should be sending a confirmation or calling. He never received any correspondance so called them again. The 2^nd location told him that they don’t have a 17ft truck available (even though the woman who worked for U-​Haul said they did). The guy he spoke with said he was going to move the reservation to yet ANOTHER location that he himself would be working at the next day (this is all happening the day before we moved –Friday). He then looked up the reservation # and saw that now the reservation had been changed from a 17ft truck to a 14ft truck which ended up being a huge problem as we couldnt fit all of our stuff in the truck and spent the next day making additional trips with our small car that could’ve been a non-​issue in the right size truck. He called back and again the manager took zero responsibility or accountability for the situation. So, having no other options as it is Friday and we are moving out of our apartment Saturday morning, we went with the 14′ truck.
We got to the pickup location Saturday morning just before 8am. There was a line out the door and 1 person pecking away at the computer. She was rude, inconsiderate and overly condescending. She also gave him attitude as she told him that the reservation was for a 14ft truck from 8a-​2p (we’ve already waited in line for 30minutes). He said, no, it was set up as a 24hr rental… she says «that’s not what my computer says». He tried to show her the confirmation number on his phone and what it says and she stopped him to say «Don’t waste my time OR yours — I cannot change anything» and kept blaming Uhaul corporate or something. As far as we’re concerned, they’re both Uhaul and their computer system should show the same information. He told her that we needed the truck longer and she said she could not do that. He, as any person would be, became very upset about the whole situation since he’d been told different things by each person he thought was helping and all of them made it seem like it was his fault the reservation was wrong and no one seemed to acknowledge or want to do anything about the fact that the computer system can’t seem to document the requested time, size and location of pick up correctly, which are pretty much the basics of any reservation. At this point she threatened to not give us a truck at all. We couldn’t believe how unprofessional that was and that the woman instantly got offended by his tone when everyone they’re dealing with are people who are stressed out and on tight time frames to get from one place to the next with their move and don’t have time to argue about a reservation that was made over a month ago.
This was by far the worst customer service we’ve ever experienced and will be communicating our distaste for U-​Haul whenever we hear of someone moving. After all of the changed reservations & locations, not one person ever offered to make it right by giving some sort of discount or even acknowledging that this is a regular problem. Hopefully enough people walk away from this company so that eventually they realize they have a very broken system and very broken employees who don’t care enough to fix it.

if i could give them ZERO stars, i would! actually, negative stars would be more appropriate… would that make them black holes? anyway…
i’ll try to keep this as short as possible, but a lot of shit went down:
Made my reservation on a Sunday evening (online) for the following Saturday. reserved a pick up time of 9am, drop off time of 5pm.
The morning of my move, i check my email to get the reservation number they’d sent to me. This is when i saw a different email from them, confirming my pick up time of 8am and drop off time of 12pm. WTF?! this is NOT what i reserved! and mind you at this point, it is already after 8am…
so i call, freaking out over what might happen if i don’t get this truck. no answer. i leave a message. i go back online and update my reservation, thinking that this must have happened thru some glitch.
i get a call at 8:45am from the guy at the store. he tells me that the time i requested my truck for wasn’t available and so my reservation was changed. i say «i just now am seeing this email, and there is NO way i will be done with it by 12!» he says «you must have it back by 2pm at the latest because someone else has it reserved at that time». i try to talk this out with him on the phone and he says «well i’ll just see you when you get here»
i arrive. and this guy can’t get his story straight. he says «well we emailed you about this last tuesday and you didn’t respond, so we assumed everything was ok and we just changed it». ummm nooooo… does that even sound like a normal business practice? and how did it take 3 days for you to realize there was a problem with my reservation time? «well another reservation was made, so they had to change your time to accommodate both of them.» excuse me? so you were trying to make more money, regardless if this was going to give me enough time. so why didn’t anybody call me if i didn’t respond to the email? «well they did» no, they didn’t. i will show you my phone records, nobody called me. «actually i see in your file that there’s no note of you being called, but i’m sure they called you». well F-​you, they didn’t.“well we emailed you. if you didn’t get the email, it not our fault”.
and how can you justify changing someone’s move from 8 hours to 4 hours? «well, these trucks only take an hour to load, so you should have plenty of time»… EXCUSE ME? how can you generalize something like that? i’m moving with just myself and my boyfriend, into the top floor of a walk up, and i have an injured foot slowing me down! so no, this is NOT going to be plenty of time for me to get my move done! since you changed my reservation to accommodate someone else, can you change their reservation to accommodate mine? «no that’s not how it works»… well that how it worked a few days ago, apparently, because you just told me that’s how my reservation got changed! «well, if you don’t have it back by 2pm, we’ll charge you for an extra day». we’ll see about that…
did this guy really think that i was going to take this bullshit lying down? hell no. i called the Uhaul customer service number on their website and explained the situation. the very nice woman typed up my complaint and suggested that i call to try to arrange something with this guy. i said i tried, and he was unwilling to do anything to accommodate me, even tho this was THEIR screw-​up! So she called them on 3-​way and asked them to call the other customer to see if they could do a later pick-​up time. he said he’d be willing to make arrangements with me but when she got off the phone, this guy either got disconnected or hung up on me, but wither way i knew i wasn’t going to get anywhere with him. so i called the regional office (the woman had given me the number previously just in case we didn’t get anywhere with this guy). And you know what they told me? «yes you can have the truck until 5pm, no problem. i don’t see anywhere in the system that someone else had reserved the truck at 2pm.» WHAT!!! you mean to tell me this MFer was lying to me this whole time??? i don’t know what his motives were, maybe he wanted to use the truck himself, or let someone else use it off the records, or go home early that day. i don’t know and i don’t care. all i know is i kept that damn truck until 5pm, and Erica from the regional office made sure i’d only be charged once, not twice like the jerk at the store told me, which is exactly what happened.
bottom line, these people are liars, manipulators, and thieves. i fought back, and Uhaul themselves stood behind me. how they are able to be in business with practices like this i have no idea. i can’t be the only one this has happened to. whatever you do, DO NOT rent your Uhaul truck from this place!

I went to rent a U-​haul van from this company… The owner said his name was Theo…
He gave me good prices and a fair offer… But when i asked him if he spoke Spanish, he refused to reply… I only asked him that because i speak Spanish and wanted to speak spanish with him…
I asked him if i could have one of his business cards sitting on his window sill, but he prohibited me from taking one… He said the phone number was wrong… I said that was okay… He still said no.
I then asked him for his last name… He refused to give it to me!
Not only did he refuse all these things, but he was annoyed that i would want these things… He resented that i wanted more information… This was the first time i had ever seen this man in my life!
He said to me «you already have a e-​mail confirmation number and you saw me on the local U-​haul website… why do you want more information?»
At that point, i told him to cancel my reservation and i went home.