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Was to pick truck up at 6am did the reservation on line representative got all of my information wrong was delayed could not pick up truck till 10am then they said had to have it back in 2 hours because it was reserved at 6am time was 6 hours for truck pd $61 for 2 hours Never Again!!!!!!
Love the contactless pick up option. Quick easy please keep even post pandemic
The truck was a little dirty, could use a car wash and a wash in the bed.
The truck was all ready to go and the customer service was excellent. Return procedures went just as smoothly. I would highly recommend this location.
Truck was pretty raggedy: window wouldn't roll back up, when I braked the engine revved up to where i had to disengage the tow/haul setting.
My 3rd time using this location, equipment is always clean, staff is friendly.
Check in and check out was a breeze! Very professional and courteous agent at this location . Thanks
The ordering system through your app is really frustrating. I was there for 30 minutes waiting for authorization for the rental. When I tried to contact customer service through the chat option, no one ever answered me. I had no idea what to do or who to call. Thankfully there was a storage place employee on-site who caught me up to date on how the new U-Haul system works. I was there with a different couple trying to complete the process as well. They had been waiting over an hour for their authorization. If this is the system your going to insist we use, I insist you have customer service agents available to process authorizations in a prompt manner, and for Gods sake, have them reply when a paying customer has questions or concerns about their order. I give your new service 0 stars!!
Everything went great
The self checkin checkout process is not working at all atleast for the location. The app is not intuitive. I couldn't find the reservation on the app the whole time, the location doesn't showup in the app, even the web it took a couple trials to get the reservation. Also, it doesn't make sense that the on call support are not able to provide a way to checkout. I would say, the software design should be intuitive and it should not only depend on proximity to the location. Hope this helps
The uhaul app sucks and never works. Can never link accounts. Doing the whole rental only through the app is a nightmare
No one in office when I returned rental sign on door showed will return at 3:00. My 24 hours was due in at 2:00. Wipers blades bad. Also picking up rental from Novi feed didn't work out either.
The employers have poor customer service skills. The service of the helpers was the worse I have ever delt with. I will write a complain letter to the U-haul headquarters.
When I booked online at u-haul.com, I was given the option to either check-in in person or on the mobile app. I chose to check-in in person and went through the entire process of inputting details including uploading driver's license and credit card details. to save time. However, when I got to the location, I was told that I had to download the mobile app and start the entire process again because this location only used the mobile app to check-in. It didn't say this on u-haul.com and neither was in mentioned on any confirmation, etc. So I wasted time checking in online and then wasted time at the location doubling the amount of time it should have taken. I suggest you make it clear on u-haul.com which locations DO NOT accept in-person check-in.
Clean the truck better. The truck smelled bad like marijuana and it was sticky. I re-cleaned it when I got to my home. The woman who helped me Jennifer was VERY KIND. She was very helpful and went out of her way to help me with the process. I think that was her name. I used the storage facility on Grand River in Novi to rent the U-Haul she worked at 10 am. Someone should know this.
Please let the lady know who worked on 9/20/2020 at Compass Self Storage LLC was great!!! Polite and courtesy. She made the start of our day the best.
The app check-in process was a terrible experience. Thank goodness Jennifer who was working inside saw us struggling and checked us in inside. She was super helpful.
Fabulous customer service. Prompt, polite and helpful.
Everything was great, the young lady at the front desk went out of her way to help me, I would have been lost with out her help.
provide options to rent hand carts and blankets.
We rented two skater dolly's, only one was in the truck. Had over 2 hours worth of issues using the mobile app to pick up the truck.
There is limited parking because this is mainly a storage center. We asked and were told we could leave our cars , but once we were on the road, the staff called us to ask us to move our cars. We could not accommodate them. If we would have known, we would have made alternate arrangements.
Need to allowed more time on the app for arrival time.
Leann is amazing. However... I dropped the truck off at about 11 p.m. first the app couldn't find my order/truck to check back in. Leanne had said I needed the app to check it back in after hours. I called the 800 number. I was on hold for 7 minutes. The recording told me I could check back in through uhaul.com/share. I found this odd as LeAnn previously indicated I could only use the app. So I tried that. Didn't work. Then I was on the phone for 10 minutes someone who showed me that if I log out and log back in it could find my order. That's not intuitive. Then it could not find my location. I wasted 30 minutes trying to leave and avoid the $25 manual check in. I called the next day to joke/complain to leann. She was not there. Jennifer was. She alluded to the idea that I was old and not tech savvy. I did not appreciate that. To me the app and the website should work more naturally and intuitively than it did for me. But really why with Jennifer put it on me...it was unnecessary...wrong...and felt disrespectful. I hate complaining. She seems nice enough. I don't like her implying my ignorance cost me 30 minutes. Customer service couldn't even help me!
LeeAnn who assisted me was very helpful and friendly. I would recommend this location.
pick up of vehicle was difficult using the mobile app, it took almost 45 minutes to complete the rental. Reservation was for an all day rental, and car was returned same day but I was charged for two days rental.
The person we had to deal with at the counter was almost irritated that we were there. The store didn't open until 10 she said we were late that we had to pick it up at 9:30 I explained to her that we were told we did not have to do the online check in when we call to reserve it and she proceeded to explain that their location is only online check-in and that whoever we talked to was wrong and then we had to change the primary on the account because my daughter rented it had her name and she wasn't there I was there to pick it up the truck was for me and she made some statements about my daughter that she needs to use more common sense and that she's going to call her and tell her what she did wrong. I feel this was unprofessional and I was discouraged from using that location ever again
The location was fine and the truck is fine. The issue was the app. It took 4xs longer using the the app for check in as it would just going to the counter to check in. covid or no covid a half hour to check in because of the uhaul app is insane.
The phone app charged me for 2 gallons of fuel even though i filled it and supplied photos before and after. BUT...the app lets you dispute it, I did, and U-haul cleared it all up - just took a few weeks. No big deal. And this location I have used many times and is exceptional! Best U-haul and self-storage facility I have ever used. Will rent exclusively from there.
Only issue was the on line connecting for the approval to be able to get the key. After waiting for twenty minutes I had to go back in the store for the manager to resign me up so the process would finish. After this everything was fantastic. Great customer service from the manager.
Ordered and paid for 2 dozen shipping pads - only one dozen in the truck at pick-up.
Nothing it was a great rental!
Lou Ann was so helpful. I will definitely refer this location to friends and family!!!
Overall, was good. Hoping it was wiped down thoroughly, but there was a used face mask in the drivers door. I left it there as I was not going to touch a used face mask. Rest of truck seemed clean. There was a cell phone wedged in the seatbelt area. I called customer service and let them know. I left it in the truck, per their instructions.
Customer service was very helpful and friendly. Even when I had a senior moment, we were met with nothing but helpfulness, and concern for what the issue was. Even down to the call center. I have nothing but praise for the people I worked with.
Clean the vehicles that are being used. The van smelled inside, had a maintenance light on, and had bugs and bird shit all over the windows. I am requesting a discount for the smelly, unmaintained, dirty van that I had to use.
great customer service!
Let us know if the online check in is mandatory. Another customer said he got a call. No one called me. And, there is no one to talk to when the process does not work. Very frustrating. The truck had dog hair on the seats and smelled like a dog. There was a problem w how many pics could be uploaded. It kept saying my additional person reserved the car...a lit of work for me...none for you.
Here are a few ideas for improvement: The pickup process should be explained and/or a prerequisite of watching a video for first time users who are going to pick up the truck before normal business hours. And mandatory for receiving your access code. The access code should be two factor authentication automated. And fulfilling the process online using my phone was difficult because it never provide me with an access code. I had to call to have it given. Also, during the process for accessing the code it continued to time out.There should be an agent on standby specifically for walking customers through the process if they rather call instead of doing it online..The access code retrieve box should be a "highlight" during this process. I had to seek, search and find it. All in all, my experience was quite wonderful in regards to the U-HAUL truck, location, cleanliness of the truck, and professional customer service care. Thank you U-HAUL!
I was overcharged for services as I did not select the safemove services and the final receipt indicated a charge for this service.
truck was not cleaned, store associate has very poor customer service, I asked for assistance she told me to download the app and do it from there. never asked me for mileage, store associate called me next day, told me to hurry up and bring the truck back because she has other customers waiting, & that i will be charged for 2 days, then I get on the phone with the manager, and she tells me since you are not responsible enough to bring back the truck at the right time we will charge you for 2 days and you need to hurry up and bring the truck back. I called the customer service line to complain, the women on the other end told me a regional manager would get back with me in 72hrs and it is now almost 2 weeks later and I still have not heard anything from anyone. worst customer service ever, I will never recommend U Haul to anyone nor will I recommend that location. I am disgusted especially by the behavior of the manager in that location.
Good afternoon, I had a confusion with the odometer and gas reading. The gas was not exactly at the 1/2 mark and I did not think about it too much. When I was returning the truck after driving only 13 miles.....I was asked to take a picture of the gas and odometer. Otherwise the app and the experience was good. I will definitely rent U-Haul again from this location.
Wonderful experience! Even though everything was done through the app the store rep still called to make sure everything was going well and offered sny help if needed!
Leeann was extremely nice and took social distancing and covid-19 seriously. I felt very safe in the truck she assured me it was thoroughly disinfected.
Nothing. Everything went very well
The only place I will rent from. They are rather busy so I recommend people rent out a week in advance as most trucks parked there are already rented out! Oh yeah - leeann g rocks!
She was very pleasant. Had us set right up. And ready to go.
Compass was once again exceptional! They are knowledgeable, friendly and very helpful. Handling of both the truck and storage went smoothly, and they were very accommodating of our schedule and specific moving needs. Will definitely work with them again.
The ladies in the office were professional and so helpful! My nerves were shot and the app wasn't working properly, but they didn't miss a beat on details or patience. They made my experience top notch!!
This was a perfect experience! My customer service rep had a great attitude and was very helpful.
LeeAnn G is a great asset. I have been renting U-Hauls since the 1970's and this was single handly the best experience. Nice job!
Lee Ann was very professional and easy to work with thru the entire process.
Customer experience at both locations Was excellent. Equipment was clean, but extremely basic. Might consider USB connection for cell phone, and rear back up camera absolutely essential for safety.
Excellent customer service! Our only issue was they didn't have the type of dolly we reserved online, but they pointed us to a nearby location which had one. Even warmed up the truck for us on an icy day!
Worst experience possible. Lock box for key would not open and put our move behind by 2 hours. I was told it was frozen but it was not, I could turn the knob partially and adjust the dials, I think someone forgot to set the code the previous night. There was a hole in the floor of the truck, and when I pointed it out to the manager I was told they knew about it and were waiting for a part? Someone could have broken their foot! When I suggested they cover the lock box to protect it from the elements the manager told me I'd have to talk to U-haul about that. Again, worst experience possible.
Very friendly staff! Everything went smooth.
The two ladies who assisted me on Saturday Jan 11 at the Compass self Storage location in Novi were fantastic. They were very helpful when I needed to alter my reservation and made my first U-Haul experience great!
All your vehicles need back up cameras/ power mirrors and weight on dash.
The customer service was outstanding! Very helpful and pleasant to work with. Need more people like them. I would highly recommend Compass to to others.
Very easy in and out
This is the second time I have rented a truck form this location. I rented the truck at the wrong time and the manager was able to get me in a truck that I needed. When I picked it up she was kind and friendly. When I dropped it off she called me by name. She is the best!
Fortunately, I received EXCELLENT customer service at the Novi Compass Self-Storage on Grand River in Novi. The rep at this location was very friendly, professional and courteous and made me feel like my business was appreciated. She represents both companies very well.
When I scheduled my appointment for a 9 am pick up I was not told that location didn't open until 9:30. I found out there was key in the lock box for me but I did not receive any information on the lock box. There was some confusion about where the truck was parked. An employee was being trained which probably added to the confusion.
