Customer Reviews for Grant Hills Motel
(U-Haul Neighborhood Dealer)

440 reviews

9372 US 20 W   Galena, IL 61036

(815) 402-3043

Office Hours

  • Mon-Fri: 9 am–4 pm
  • Sat-Sun: 9 am–12 pm

Services at this Location:

Contact Us

(815) 402-3043

9372 US 20 W
Galena, IL 61036

Services at this Location:

Office Hours

  • Mon-Fri: 9 am–4 pm
  • Sat-Sun: 9 am–12 pm
  • 24 hour customer return

Testimonials From Recent Customers

Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.

Overall Rating:

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Rating:
5.0

The entire process went seamlessly.

Rick K 
Rating:
5.0

Great customer service at pick up location!

Thomas G 
Rating:
4.0

The van that I rented had a lot of dried mud on the floor Also could have used a usb port to charge my phone. I was grateful that there was a dolly in the van. That came in handy.

Dave B 
Rating:
5.0

Customer did not leave a comment.

RONALD J 
Rating:
1.0

The truck was ok. There was seasonal dirt and it smelled but overall it was fine. We had a terrible experience when dropping off the truck. We completed the online drop off process as instructed on the app and when my partner went to the drop box to put the keys inside, the manager of the motel stepped outside and questioned him about why we were taking photos as if we did something wrong. He tried to explain that this is what we needed to do per the app but she responded in a very rude way that she doesn’t know about the app because she manages the hotel. He stepped inside to get her business card so we could lodge a complaint and she grabbed his arm and pulled away all of the items that were on the desk including her business cards. She was so nasty towards him. We already were having a stressful weekend with moving and being treated this way is just totally unacceptable. We both called uhaul to make formal complaints and I am awaiting a phone call from the area manager. We will be asking for a refund and apology from this woman.

Cheryl S 
Rating:
1.0

Picked U-Haul up at 1/2 a tank, paperwork said 3/4. 0/10 will not use U-Haul again.

Mikayla P 
Rating:
5.0

Customer did not leave a comment.

Alexia O 
Rating:
5.0

Customer did not leave a comment.

Margarete C 
Rating:
4.0

Customer did not leave a comment.

Kyle M 
Rating:
5.0

Customer did not leave a comment.

Theodore N 
Rating:
5.0

Customer did not leave a comment.

Barbara H 
Rating:
5.0

Customer did not leave a comment.

Tammy L 
Rating:
4.0

Customer did not leave a comment.

Edward B 
Rating:
5.0

This is the second time I have used this location. Excellent, personable, service

Brad L 
Rating:
5.0

Customer did not leave a comment.

Jeff L 
Rating:
5.0

Customer did not leave a comment.

denise t 
Rating:
5.0

Customer did not leave a comment.

Maggie C 
Rating:
5.0

Customer did not leave a comment.

Steven S 
Rating:
5.0

We have rented equipment here on multiple occasions and have always been pleased...fast, efficient and courteous service at the desk and comfortable and very clean and well-maintained equipment.

Melinda D 
Rating:
5.0

Not so sure why my bill was nearly $90 for a $19.99 rental, I did not go over my milage and had it returned by the time period given. Just was a little expensive I thought.

Dane B 
Rating:
3.0

Location drop off box hard to find. Location services not working. Place was 20 miles from home, was charged extra because no local drop off. Experience could have been much better

NICK V 
Rating:
5.0

Customer did not leave a comment.

Johnny A 
Rating:
5.0

Customer did not leave a comment.

Donald L 
Rating:
5.0

Customer did not leave a comment.

Theodore N 
Rating:
1.0

Initial renting went fine - agent was professional, courteous, and went above and beyond to accommodate me (despite telling me he was pretty new at the U Haul protocol. After explaining my situation, and wanting to rent the vehicle for several days, and being told it was scheduled for rental again on Friday morning at 10AM, he told me I could return the van at 9PM Thursday evening, with the gas tank filled, as it was when I took it - which I did. During this time, he had spoken with someone on the phone, as he was having some problems navigating the rental paperwork online. It took him about 20-30 minutes, but he got it done. There was no one in the office when I arrived to return the vehicle at 8:55PM Thursday, as scheduled, but a gentleman came in withing 5 minutes, and when I told him why I was there, he said "She's closing the pool; I'll go get her. When he returned, he told me "She'll be right here." This woman came in loudly shrieking that the U Haul office closes at 7PM. I told her that Billy, with whom I had executed the contract, told me to bring the van back at 9PM, she kept yelling that he said that because I was "arguing with him". I was not arguing, but simply asked what was the latest I could make the return, and he said I could keep it until 9PM. She then screeched, "I told you...". I had never even seen this person, let alone was told anything by her. Then she yells, "And now you want a receipt? Why couldn't you do that online?" I told her I didn't know the office was closed at 7PMfor U Haul. (to be clear, this facility is in a motel on the highway, so the office was open - not locked up and someone needing to come open the place) She sat down behind the computer, and kept yelling, so I said "Screw this" (and honestly, a few other choice words) as I walked out, leaving the key on the desk. I said I would make sure to tell everyone I knew to rent from another facility, as this person has no concept of decent customer service, or even common courtesy. She's a very , very poor representative for U Haul. I've used U Haul many times over the years, and NEVER have I been treated so poorly. (Did I mention that when I was loading the van, I found three dirty diapers inside? One pushed back under the front passenger seat, and two more tucked into a small cubby to the left side at the rear doors. I cleaned that up and wasn't even going to mention that this vehicle had not been properly cleaned before being re-rented. Things happen, and anyone can make a mistake. Now? Yeah, I want to bring up that vehicle not being the proper condition cleanliness-wise, for rental.

judith d 
Rating:
5.0

Good customer service at this location

Edward B 
Rating:
5.0

Customer did not leave a comment.

Allison K 
Rating:
5.0

Customer did not leave a comment.

Steven S 
Rating:
5.0

nothing

Beverly W 
Rating:
3.0

The person checking me in did not give clear direction and was clearly upset that I didn't understand the direction. Though, on the positive side, I was not charged for missing furniture pads which I had requested but were not included at pick up. I have to add that I requested a change at the Grayslake, Illinois (Washington St.) location for an extra day, but the drop off location was not made aware of this and phoned me thinking the truck was overdue.

Mark M 
Rating:
5.0

Customer did not leave a comment.

Lorraine P 
Rating:
4.0

Customer did not leave a comment.

Matthew W 
Rating:
1.0

The person behind the desk had a smile on her face until i said I was returning a truck and not checking in. She then rudely tells me I parked the truck in the wrong direction ( I left it in the same spot and direction that I picked it up) and it’s going to be difficult for her to move it around the back. Maybe they need to have that in the return instructions and maybe they need to have this woman cleaning rooms instead of interacting with customers she is not doing the owner any favors

kevin k 
Rating:
4.0

Customer did not leave a comment.

Peter H 
Rating:
4.0

Customer did not leave a comment.

Emily H 
Rating:
3.0

Customer did not leave a comment.

diana w 
Rating:
5.0

Customer did not leave a comment.

Gina R 
Rating:
5.0

Customer did not leave a comment.

bruce s 
Rating:
1.0

Truck had a low air warning They knew nothing about the truck Struggled with the system. Kept having to call someone. Not friendly at all.

robert a 
Rating:
4.0

Customer did not leave a comment.

Samantha T 
Rating:
3.0

The person was nice, but very slow in the check in and check out.

JEANNE S 
Rating:
5.0

No improvements needed. We were treated courteously and professionally. We got the truck we needed, even though it was short notice. Vehicle was clean and ran well.

judith d 
Rating:
3.0

Lack of lighting made it difficult to navigate. Additionally the parking spots were limited.

Brett B 
Rating:
4.0

Customer did not leave a comment.

Rodney G 
Rating:
5.0

Customer did not leave a comment.

Kenneth G 
Rating:
4.0

Customer did not leave a comment.

Jill B 
Rating:
5.0

Customer did not leave a comment.

Jeff W 
Rating:
5.0

Customer did not leave a comment.

David B 
Rating:
5.0

Very friendly and knowledgeable staff. Was training and did an excellent job. Have rented many times thru uhaul and it was a very pleasant experience.

Monica C 
Rating:
5.0

Customer did not leave a comment.

James C 
Rating:
5.0

Have used this location multiple times and always had a good experience with the staff.

Hugh M 
Rating:
5.0

Customer did not leave a comment.

Micheal S 
Rating:
5.0

Nothing at all, staff is very friendly and efficient.

Chad D 
Rating:
5.0

Customer did not leave a comment.

Steven O 
Rating:
5.0

Customer did not leave a comment.

Jeremy B 
Rating:
3.0

Wipers needed to be changed windshield had dead bugs all over it and the cab floor was dirty.

Michael M 
Rating:
5.0

Great location and very friendly.

mark s 
Rating:
4.0

Wonderful that we could spend the night at the friendly hotel.

Jana C 
Rating:
5.0

Grant Hills Motel provides outstanding service and is an excellent vendor. I have continued to enjoy working with them when in need of moving assistance.

Daniel M 
Rating:
5.0

Customer did not leave a comment.

Johnny A 
Rating:
5.0

As always - customer service “rocked!” Terri and Tammy make the experience so pleasant. I wouldn’t go anywhere else for my UHaul needs!

Ramona T 
Rating:
5.0

There is no improvement need. There greeted we when you arrived and gad the equipment ready. They loaded the equipment on to the vehicle. Great people to work with!

Michael A 
Rating:
1.0

Customer did not leave a comment.

Fred R 
Rating:
4.0

Customer did not leave a comment.

Jeffery H 
Rating:
3.0

Have the truck with more gas, and if someone reserves one a week away have one available closer. Other than that good price.

Tommy D 
Rating:
5.0

Nothing as long as you deal with Grant Hills or Vincent Earthmoving. They are all great to work with - very accommodating, helpful and above all - professional!

Ramona T 
Rating:
5.0

Excellent service!

Carl S 
Rating:
5.0

Great staff

Alex S 
Rating:
5.0

Nothing to note for improvement. Courteous booking, pick up and drop off. No complaints. We will use this service again when needed. Thank you!

Joan J 
Rating:
5.0

Customer did not leave a comment.

Joseph K 
Rating:
5.0

Customer did not leave a comment.

Michael F 
Rating:
5.0

Honestly no improvements. This was an awesome experience. No issues picking up or dropping off. Price was also amazing. Great staff super friendly.

Amanda S 
Rating:
5.0

Nothing - as always it is a perfect experience when dealing with Terri at Grant Hills.

Ramona T 
Rating:
5.0

Customer did not leave a comment.

James R 
Rating:
5.0

Customer did not leave a comment.

David Q 
Rating:
5.0

Customer did not leave a comment.

Allan B 
Rating:
5.0

The Motel staff was very helpful! Great place to stay overnight also.

Landrew H 
Rating:
5.0

Customer did not leave a comment.

Marybeth D 
Rating:
5.0

Customer did not leave a comment.

Terri L 
Rating:
5.0

great customer service

Gary S 
Rating:
5.0

Awesome service, super friendly, best uhaul experience to date.

RONALD S 
Rating:
5.0

Customer did not leave a comment.

Kathleen B 
Rating:
5.0

Customer did not leave a comment.

Julia B 
Rating:
5.0

Customer did not leave a comment.

Heather K 
Rating:
5.0

Customer did not leave a comment.

Michael M 
Rating:
5.0

Customer did not leave a comment.

Daniel U 
Rating:
1.0

I already put in my request in plenty of time so my truck should’ve been and Marcello Iowa but instead I had to drive clear over to Galena Illinois to pick up my truck and fill up the gas don’t drive 40 miles back home

Peggy S 
Rating:
5.0

Customer did not leave a comment.

Sandra B 
Rating:
5.0

This is the second time I’ve used Grant Hills for a UHaul. This time was a drop off. They are very friendly and helpful. I would highly recommend this location

Cindy K 
Rating:
5.0

Customer did not leave a comment.

Virgil G 
Rating:
5.0

I arrived before the estimated pick=up time, but was readily and happily served. The trailer was hooked up and checked by an assistant and it was quick and easy. Thank you!

scott b 
Rating:
5.0

Customer did not leave a comment.

Karlene C 
Rating:
3.0

Better communication between Uhaul and locations. Call me for details if you would like.

tim m 
Rating:
5.0

This location was amazing and the lady working was incredible! However...I live in Dubuque and they had no uhauls available when I needed it saturday. I think I should have had some kind of a break on mileage. I had to pay mileage clear to dubuque and back from galena which made my bill WAY higher. Not to mention the extra gas it took.. I've rented from you guys many times in the past I think I should have had some sort of a break since it wasn't my fault there were none available in Dubuque.

cheri w 
Rating:
5.0

Customer did not leave a comment.

Mindy D 
Rating:
5.0

Customer did not leave a comment.

Kevin R 
Rating:
5.0

Customer did not leave a comment.

Shane G 
Rating:
5.0

Customer did not leave a comment.

Tobey R 
Rating:
5.0

Customer did not leave a comment.

Gabe A 
Rating:
4.0

Customer did not leave a comment.

Christopher S 
No reviews have been submitted for this location.

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