Customer Reviews for Emerald City Self Storage
(U-Haul Neighborhood Dealer)

Rating:

5.0

The building is well maintained and kept at a nice temperature in the winter. Access times from 6 am - 9 pm are convenient. I would definitely use them again if the need arises.

Rating:

4.0

Pam at the U-haul place was very nice. She felt really bad and said I should contact U-haul about getting a refund as the truck had to be jump started at least six times and I had to buy jumper cables, at my expense. I also had to put gas in the truck because there wasn't much in there to begin with.

Rating:

5.0

keep doing a great job! the nice lady who helped me was absolutely helpful and kind . i will highly recommend U-haul and that location. Thank you !

Rating:

4.0

Key drop box far from the dropoff instructions and truck parking. Dropbox was not immediately located especially when returning the vehicle at night.

Rating:

4.0

I was disappointed to find the actual cost much more than the cost we were quoted. The jump from $57 to $90 was a bit of a shock.

Rating:

3.0

Signage

Rating:

5.0

Vehicle smelled like cigarettes.

Rating:

5.0

I was not able to drop off the truck where I wanted to (near our destination) because the lot was full. Instead, I had to drive it all the way back to close to where I picked up the truck. More gas and time and money. Otherwise, a good experience...

Rating:

4.0

Only thing is that it takes time with the internet service. But otherwise very pleasant to do business with.

Rating:

1.0

The U-Haul was clearly not thoroughly checked before I picked it up. There was garbage in the cab as well as in the back. Staff there was in a rush to leave so I had to resolve all of these issues dealing with customer service.

Rating:

5.0

The place is clean, cheap and easy to access..! They are good people. 👍🏼

Rating:

5.0

This storage place is good, great prices & very convenient location. They are great ⭐️⭐️⭐️⭐️⭐️

Rating:

5.0

The owner here was awesome. She was friendly and was flexible with my pick up time.

Rating:

3.0

Pick up location was at a laundromat and we were clearly an inconvenience. We were dismissed when asking about the advertised military discount. Not friendly at all.

Rating:

5.0

The staff are very welcoming and friendly. If I need a storage facility again I will return.

Rating:

5.0

Staff very knowledgeable and helpful. Facilities well kept.

Rating:

1.0

There was no staff at this location, It was a parking lot and storage units only. I had to make several phone calls to uhaul before I could return the truck. I was very disappointed with the return, This needs to be addressed so this won,t happen again to someone else.

Rating:

1.0

the people who's work at the place I dropped the uhaul off at where rude and ignorant and over overcharged me she refused to give me a total said she to busy?

Rating:

5.0

The lady at the service counter was outstanding and managed a late truck situation with great skill. Kudos to her. On a separate note, I was not happy that I had to pick up my truck nearly 25 miles away from where I had reserved it and didn't find out until the last minute.

Rating:

3.0

I tried to return the equipment after hours and had to find a location in the parking lot that had ANY data reception.. Perhaps you. should outfit your facilities with wifi if they are in a poor reception area. It would also be helpful if you assigned parking spots for the Uhaul returns. I tried 6 times to take a photo of the dashboard with the UHaul app. Each time the app crashed once I accepted the image..

Rating:

3.0

Location of drop off very convenient, however, no one was present at the location to assist with drop off and no one available via the phone number I was instructed to call according to uhaul text instructions.

Rating:

5.0

The lady who rented us the truck was very heloful. Fantastic customer service.

Rating:

5.0

Had trouble with license scanning system

Rating:

5.0

Advertise better! So people know that the U= haul is located in the laundry mat.

Rating:

5.0

Outstanding Customer service. Very friendly and accommodating.

Rating:

5.0

Salesperson was very helpful & polite

Rating:

4.0

This SOMERSWORTH NH location is fine. They did a very good job. I’ll probably rent there next time. What is not good is the uhaul Taylor rental Sanford ME location where I originally had a reservation. Got there on time per my reservation and no truck. Sanford said the other customer didn’t return it. Ok but how about a phone call, email or text that my reserved truck cannot be picked up! Uhaul sent me over to SOMERSWORTH and after some wasted time and extra truck mileage I had a truck. Uhaul 800 number made it right in the end. But would have been much better if Uhaul and their locations actually communicated with customers ahead of time when there is an issue.

Rating:

3.0

Lady was rude at the beginning.

Rating:

5.0

Excellent customer service

Rating:

5.0

The two people that I met were both extremely helpful and very pleasant! They make your company look great. I will highly recommend them to others!!!

Rating:

5.0

Used Uhaul in the past ...and this time was the same..clean truck, had gas was ready to be driven(wasn't expecting that), great to have a truck with a ramp, accommodating service, once left was able to meet time restraints and flexibility to drop off next day really appreciate that too.

Rating:

1.0

This was a frustrating and unnecessarily frustrating experience. This location is difficult, both because it is a very small area which shares with a laundromat and storage facility, and because there are no actual uhaul employees or representatives on site. The parking lot is full of laundromat customers and does not have room to safely park and maneuver uhaul trucks. I attempted to drop the rental off through the uhaul app on my phone, as the facility itself was closed, and after about an hour of reentering information and pictures I called uhaul customer service. The respondent seems to have challenges navigating his computer system and often I felt I was telling him what to do. There was an error in the app that calculated my miles to a $3,000+ estimate, and the customer service representative could not seem to understand that. When he finally did, after three times of explaining I had uploaded a picture of the odometer when I picked it up, his recommendation was to charge my credit card for the amount, which was about $2,800 more than it really was, then come back the next day to have it refunded on my card. Thankfully I did not take his poorly thought-out advice because when I returned the next day, the laundromat employee who also collects truck keys, had no idea how to help my situation. She was kind and helpful and I felt bad for her because clearly someone had set her up to run basic returns, not to deal with anything more complicated. The customer service representative on the line was no help and eventually the laundromat/uhaul employee handed me the phone to walk the representative through their system. It was finally close out but the process just to return it, between the two days, was about 5 hours. A couple days later I received a call from Jeff, the state manager, who was apologetic to my situation. He refunded my $8 I had made for additional miles and told me he would look into the messy customer service tangle I found myself in. While I appreciate the sentiment, all-in-all I spent over $300 for this truck rental and it was a disaster. It's disappointing uhual gave qualification to rent trucks at this location because it is a terrible process and location. I will be renting another truck in 3 weeks and have decided it is worth driving 20 miles in either direction to rent from a competitor than to deal with the incompetency that is uhual's customer service.

Rating:

1.0

We booked with Dover and showed up there for them to tell us they changed the pick up location without any communication with us. They said they emailed us which was a lie. The vehicle was dirty. I would not recommend doing business in that area again.

Rating:

2.0

Dropped truck off when location was closed

Rating:

4.0

I feel like a $19.88 fuel charge is quite excessive for 20 miles of usage. Otherwise, I was very happy with my experience.

Rating:

4.0

Nothing.

Rating:

4.0

Full tank of gas.

Rating:

4.0

I was overcharged due to a system error while the rental contract was being processed for return check in. The issue was quickly addressed and handled. No complaints.

Rating:

2.0

They overcharged me twice--first time the day I rented and second time the day I returned saying I drove an extra 100 miles and then were expecting me to fix everything since they didn't know what to do. Apparently someone rented the UHAUL via the phone app and never check-ed in/checked out...so this location's mistake was now going to make me pay almost $200 extra for being early AND providing everything in great condition. I stayed an extra 45 minutes both days and had to fight for the correction. It was tiring, especially after moving all day. I will not be using this location ever again as they are not a professional UHAUL place. I thought they were. It's just a laundromat with a truck and inexperienced people renting it out.

Rating:

4.0

ONLY reason 5 Stars not given, open wire ceiling. Think dust from other lockers got in mine. Dust on boxes, Persian rug on wood floor had faint must odor NO damage! EXCELLENT-FRIENDLY-SAFE-CLEAN! A+++

Rating:

1.0

(1 star review is for Central Ave in Dover location. Main St in Somersworth location was very helpful) Used the online system on Thursday 9/6 to reserve a 15’ truck at the location on Central Ave in Dover NH at 10:00am Saturday 9/8. Called on Friday 9/7 to confirm the reservation and ask if it might be available earlier than 10:00am and was assured it would be. Arrived at the location after driving 3 hours at 9:30am and was told they rented the truck I had reserved and it might be available at noon if it is returned on time. There were 6 other trucks on the lot (3 15’ and 3 10’) and I was told that those are not for one way moves, the one that was rented after my reservation was the only one available for one way. The girl at the counter said my only option was to wait until 12:00pm (2.5 hours) which was not possible and not a reasonable solution. We had to leave and call around to find another truck and was only able to find a 10’ truck at the location on Main St in Somersworth and found the lady working there to be very nice and accommodating. The difference in size meant not all of my things fit, so after driving 3 hours with 4 friends and reserving the truck ahead of time to avoid this scenario I had to leave several valuable items behind that I will not be able to recover. I have worked for years in the customer service industry and couldn’t imagine saying “sorry, not my problem. Sit around for 3 hours or more and maybe the truck you reserved will be returned on time” and offering that as the only solution. The only alternative I was left with turned out to be an expensive one, as I now have to replace a dining room table and chairs, computer desk, multiple end tables, and a dishwasher because not only was the reservation not honored, but the employees couldn’t possibly care any less and offer any reasonable solution. I will not be paying the over mileage bill, and I will not be using u-Haul ever again. This was a very bad experience I never would have expected from such a large company that cares about customer service enough to send out reviews.

Rating:

4.0

Pam was extremely nice & helpful.

Rating:

1.0

Website asked me to take a pic over and over again. Hours on hold w customer service. Kids were purchasing drugs on right side of uhaul building. Business asked me to return truck before my 24 hrs were up. Worst experience ever! Never using uhaul again.

Rating:

3.0

Mistakes were made regarding my bill but the managers were very helpful and accommodating. When I called the 1800 258-3578 I was connected to a very rude, somewhat less accommodating lady named Sarah. I had to request a copy of the call for further action. I was charged a $12.00 NH rental tax for a vehicle that was rented in Maine. Charged for gas in a tank that was filled to the UHaul receipt specifications and charged an extra day. The location was very helpful however, the customer service rep on the phone refused to fix the whole bill. Was NOT impressed at all.

Rating:

5.0

I don’t remember the lady’s name that helped up when we picked up the truck but she was very friendly and helpful.

Rating:

5.0

Nothing. The lady was super friendly and explained everything to us really well. This was my first U-Haul rental and I would go through them again in the future.

Rating:

5.0

Absolutely nothing needs to be improved! Each part of the agreement was gone over very carefully and explained.Not a single problem. It was a very happy move.

Rating:

2.0

I reserved a truck in one location, then when I got there I was told it was at a different location. The woman at the second location was extremely pleasant and helpful but this location added mileage that I had to pay for that I did not plan on since I reserved a location closer to avoid excess mileage. The truck was clean and ready but had a low tire, so we had to put air in it and only a 1/4 tank of gas. Overall I would not rent from uhaul again just because of the inconvenience and lack of communication.

Rating:

3.0

Customer service rep was a nightmare! My kids got to listen to her on several occasions tell us how much she hated her F_____ing job in those words! She was having issues with the system, forcing me to go to ATM on 2 occasions to get first 75.00 then upon return increasing to 100.00. 2 $3.00 service fees(ATM). Not to mention the walk for my daughters and I in 28 degree temp, as we were dropped off at location!

Rating:

5.0

Alignment may be off was pulling to the right a lot

Rating:

5.0

Friendly and very helpful. Thanks.

Rating:

5.0

Nothing! The staff was great-very helpful! The truck was excellent as well.

Rating:

4.0

The truck was too long for the grade of my driveway and got stuck. I called the retail location and they directed me to an 800 number, but there was no answer or way to leave a message. I emailed a UHaul contact and am still waiting for a response as to whether or not the insurance will reimburse the $400 towing bill.

Rating:

5.0

Pamela Casey was tremendous -- in her service, in giving out information in a professional, courteous and efficient manner. She solved a couple logistical problems for us as well. All with a smile!

Rating:

5.0

Pam at the counter was great and the owner even let me borrow his personal adapter for my light harness. I recommend this location.

Rating:

3.0

Since I did an after hours drop-off it was hard to rate the inside - location appeared tidy outside, parking was a bit tight for a large truck (26'), but drop box and space was available with good instructions on doors to make it easy to complete, and phone responsiveness was good. Online services were great, especially communication before and after the event.

Rating:

4.0

The entire rental process was a burden. I submitted my appointment with the understanding that the equipment would be available in the same general area. The days leading up to the rental were busy and if I had not gone to the requested rental location and had the employee inform me that the equipment would not be available at that location, I may not have been able to reschedule around the extra 30 minute trip to and from the scheduled location with the little warning the email confirmation provided.

Rating:

3.0

None actually. All went very smoothly! The 2 young men we hired from movinghelp.com did an exceptional job also. I highly recommend them too,.

Rating:

3.0

It wood be nice, if there was more trucks deferent sizes, like pick/up's

Rating:

5.0

Pam was incredibly friendly and helpful willing to adjust to our needs and requests!

Rating:

5.0

You were so accommodating I can't think of anything to improve upon. Thank you for a great experience.

Rating:

5.0

Excellent service!!

Rating:

5.0

Even nicer than the other place!

Rating:

1.0

No one was available to hook the trailer up to my truck! I had to hook it up but the problem was the trailer was parked on a slight incline. When we removed the so called chuck "a 2x4 with nails sticking out of it" and lifted the hitch because of the incline the trailer smacked into my truck damaging the tail gate.

Rating:

3.0

Was not told about security deposit by your company. Was very surprised. I would have chosen the storage facility a half mile away. Staff was very understanding and friendly.