Customer Reviews for Knollwood Self Storage LLC
24/7 Rentals  |  U-Haul Truck Share 24/7^© Location

Rating:

4.0

Not sure why after as many rentals that I’ve had, I had to sit there 20 minutes for lease approval. I regret EVERY time I’m forced to rely on the app

Rating:

1.0

This is a negative review for UHaul's "automated" pickup process, NOT for the specific UHaul location in question. 1.) The mobile app did not work. GPS repeatedly could not find me, and the barcode scanner alternative would scan the barcode successfully, but would not allow me to proceed to the next step. I wasted 20 minutes of my rental time until I chatted with a support agent who told me to use the website instead, which did work. 2.) It was not clear that I was responsible for filling up the gas up to the level I picked it up at. I assumed it was accounted for in the $0.99/mile charge. I'm sure it says somewhere in the fine print, but was not obvious. 3.) The truck only had 1/4 tank of gas when I picked it up. If I had only a little further to drive I would have had to make 2 stops to fill up the tank, further cutting into my rental time. 4.) The steps in the return process are confusing and out of order: The first step tells me to put the keys in the orange key return box. The second step asks me to get pictures of some info on the truck's console, including gas level, which, of course, requires the keys I just put in the orange drop box... The third step tells me to put those same keys in the other (non-orange) drop box I got them from originally, and to lock the padlock. All of this resulted in having to pay at least twice what I expected to pay, between the rental time extension, and fuel charges, not to mention the stress of trying to use a broken app when I could have just used the website which worked fine. The only positive was that the truck seemed in fairly good shape and worked just fine for our needs. The next time I need a truck I will go with a local rental business instead of a UHaul location.

Rating:

3.0

Terrible experience. Could not get app to work on phone. Had to login on website on phone. Took forever to get approved. Truck was fine. When I got bill I was charged $20 for after hours service, yet this was a location with no one working there--I had to unlock lock box o get keys. This seems very shady but no one to contact for credit. Also I drove about ten miles and fuel guage barely budged. Normally I would assume this was within tolerance, but I got charged $11 for two gallons of gas. The whole experience left a bad taste and I will hesitate to rent from Uhaul again.

Rating:

3.0

I explicitly asked the woman working if it cost a flat rate for the full day or if I have to bring it back at noon. She explicitly told me it’s a flat rate whether I bring it at 12 or 2. An all day rate. Then I was charged $20 extra for bringing it at 2. Speechless and will never come here again.

Rating:

2.0

First truck the battery was dead and the app didn’t work so I had to redo the reservation with the storage facility employee. Second truck the key lockbox could not be opened. Third truck after an hour of multiple truck transfers finally was good. Get rid of the app pick up and drop off - your app is garbage. Even your employees who ended up still doing everything hate it. The only saving grace in this experience is that the employees were good calm people. But your entire app, lockbox, taking a bunch of pics that require way too much time to upload into your system is an absolute joke.

Rating:

3.0

There was no one at the counter to assist. The online log in portal was not helpful and told me to speak to someone at the counter. When I called the number on the door, they directed me to the lock boxes. She provided a code for the lock box 6, but the correct key was not in that box. She then gave me the code for the return box, which is where the correct key was found among other keys. The back of the van had moving blankets and a furniture trolley in it. While the van itself was clean, it was apparent that no one physically checked the van prior to my arrival. It would also be helpful if there was customer parking available. No where on the reservation form did it tell me I couldn't leave my vehicle on the property. I was shocked to learn that if I left my car on premise it would be towed. Definitely makes me reconsider doing business.

Rating:

2.0

Person working there could have been a little more friendly

Rating:

4.0

I don't rent a truck to move a household, I rent a truck to transport oversized items. I don't like having to wade through all all the offers for moving supplies, and helpers and storage. Please consider a way to modify the web experience to bypass all the offers, by asking what the vehicle and or trailer will be used for. Otherwise, I always rent from U haul because you have locations close to my home. I always clean the windows, and blow out the box before returning. I rely on U haul, many thanks!

Rating:

3.0

Change the app approval process for driver identification so the process can start prior to getting to the rental location. It took nearly 30 minutes for my ID to get approved. With the facility being a truck share location, there was no representative on site to assist with the approval process, so we were forced to wait the 30 minutes at the site for the approval. As one can imagine, when moving, 30 minutes is valuable.

Rating:

1.0

Attendant appeared annoyed, harried, and was unwilling to be helpful. Attendant also left the property before we even began to unhook the auto transport we were returning. I had to call the attendant the next day because the auto transport was still showing that it had not been returned. After some time had passed they still had not checked in the auto transport so I was forced to reach out directly to customer service. Alicia, the customer service representative was truly amazing, and able to help me in minutes.

Rating:

3.0

The Uhaul I was given was not the uhaul from my reservation or from the photos that were on the website.

Rating:

2.0

The rep was extremely stressed and angry before I even checked in and arrived to the location late so I had to wait beyond my pickup time until she arrived to complete the pickup process. While being served a man wanted to be let in from the storage area and she refused, telling him to wait even though it would have only taken 5 seconds to do so. When I asked how to check in after hours she didn't describe how that was done but angrily pointed to information on the printout. She was obviously having a bad day. I loved the van I rented, but the service was awful and it took me 30 minutes to get the app to work to drop the van back off--I finally had to call customer service to get it straightened out. I would not use this location again.

Rating:

2.0

Did not notify me of rental equipment not being available

Rating:

1.0

Attempted to drop off at 3545 Nicollet Ave, Minneapolis, MN 55408 as it was closer to my location and was told it was okay to do so after waiting 25 minutes on hold. Then arrived at this location, was told to leave because they don’t take 26’ trucks, and when I told them it was a huge inconvenience to now drive 20 minutes away to a different location, was told “too bad” and that I can deal with it. Very poor customer service.

Rating:

5.0

The app was painful and slow

Rating:

2.0

The supplies (dolly and furniture pads) I purchased with the truck were not in the back when I arrived. When the store finally opened, the employee proceeded to argue with me about what I did order.

Rating:

5.0

Incredible customer service

Rating:

1.0

I made a reservation for a Saturday at 8am with the 24/7 pickup service. I called Friday afternoon to verify my reservation and was told the keys just got put in the box. The day of the reservation I pull up to the building and they have all their trucks parked in a circle blocking the entrance and exit and the van I rented. By the time I could squeeze the van out past the trucks it was a half hour after pickup time. We had movers all ready to go that had to wait for us. When I was done with it I dropped it off hoping to talk to an employee there and they put up a sign saying they had stepped away. I called customer service again and was told I had to wait 3 days for a field supervisor to get back to me and that he’s the only one that can issue a refund. I rented a U-Haul from this location a couple months ago too and the employee showed up late in the morning for pickup and then sent us to a different location because the truck wasn’t there. This location has been problem after problem and I cannot get ahold of any kind of management.

Rating:

4.0

The mobile pick up option was extremely helpful and allowed me to avoid a line of people. While they were waiting at the door of the building for service, I was on my way out with the truck. Drop off was a breeze too.

Rating:

5.0

Wonderful experience

Rating:

1.0

I had a 1:30 rental reservation. I showed up and the store was closed. There was a note on the door with phone numbers to call. I called every number listed and got no answer. Came back at 2:30 and the attendant had returned, but my truck wasn’t there. We had to drive to another location to get the vehicle? Weird and frustrating experience, I’ll never come back.

Rating:

1.0

The hours of operation posted on the storefront and online do not correspond to when an employee is actually onsite. There are 4 phone numbers listed on the storefront to call when an employee is not present but no one answered until multiple attempts were made. Poor customer service for onsite pickup of Uhaul vehicles.

Rating:

3.0

No one to check in even though I was late and office hours indicated that it should have been open. Used app to check out—new r that was ok.

Rating:

5.0

Customer service representative was great!

Rating:

5.0

Fast and easy check out and check in of the 2 vans I rented.

Rating:

1.0

No one at location to assist, had to call U Haul for assistance. Overall awful at experience extremely unsatisfied

Rating:

1.0

Guy called and said he wanted to leave early and was changing our pick up to mobile. ...which he then messed up the drop off location

Rating:

5.0

Amber was very helpful in checking us in and gave us info on the return process. The cargo van we used was in good condition, with only about 14,000 miles on it.

Rating:

1.0

No one at the facility when I got there a little early, later found out they would just show up right before an online rental. Van had blankets in the back from another rental. Returned the van during business hours and they charged me a $20 after hours fee anyway. Went back to complain and no one was there at noon on a Wed. I'll never go to that location again!

Rating:

3.0

The person at the counter was complaining that I arrived to drop off the van, and was obvious about not wanting to interact with ANY human.

Rating:

5.0

Amber was amazing. I managed to rent a truck and buy boxes and mattress covers all online!

Rating:

4.0

Chase was helpful. Answered our phone call right away.

Rating:

2.0

Two main reasons why I wouldn't recommend the Uhaul vendor I went through: 1. Everything online and by email said I would be able to check-in and get my rented van through phone or lock-box - but when I visited the site I wasn't able to do so. Nor was I given a code to get my key from the lock-box. I had to wait 25 minutes outside in the cold, it was approx 20 degrees F, for a representative to drive there and open up the building. There was also 3 other people waiting as well. 2. I wasn't expecting a $20 after hours service fee. Why did I receive this?

Rating:

2.0

I reserved my van to pick up at 8 AM, but the U-Haul app didn't work. It told me I had to wait until the facility opened at 9:30 AM, delaying my plans. Furthermore, the facility was being operated remotely. I called the number on the door and the person who answered told me he would arrive in 3 minutes, but I waited 20 minutes. Then, I had to go through the entire reservation process with him on his computer - somehow my reservation was lost. He told me the app never works properly on weekends. This is unacceptable.

Rating:

3.0

Despite having been directed to 3rd location for rental everything turned out well.

Rating:

2.0

Truck was covered in snow with no snow brush. Rear lift door was frozen shut. Had to go home and pour hot water on it to get it open.

Rating:

3.0

The average rating was due to the first U-Haul pick up site did not know the converter was stolen the night before. We had to go to another U-Haul pick up site. When we arrived there, there was not one there and the site was closed.

Rating:

5.0

Staff was very helpful

Rating:

3.0

U-Haul locations are all over the place why would I recommend one over another

Rating:

2.0

UHaul says this place was to be open 9am -12 on Sunday, yet it was closed and locked with no sign of an office to visit. I dropped the truck and keys at 11:30am but no explanation of how to record the time. I was then charged for "after hours" but again, it was locked with nobody on premesis.

Rating:

2.0

They did not provide the dolly I requested. The limited hours also made it too difficult to get any assistance to accommodate my move.

Rating:

5.0

The van smelled like a farm. Someone must have used it to transport farm animals.

Rating:

5.0

The staff person at the front desk was very welcoming and friendly. She went above and beyond with her service. I will specifically use and recommend this location for future needs due to her. I was scared about driving a big van, but the way she welcomed me immediately put me at ease. Please pass on my comments! Thank you!

Rating:

5.0

Very easy to return

Rating:

1.0

All u-haul I will not recommend to get rented

Rating:

1.0

Seems like they are incredibly stressed out at this location. Very dismissive to my needs, questions and talked over when asking for clarification. Specifically went during the store hours listed - no one was there on both pick up and drop off. Never given a receipt. I had asked for a call back to handle the return but told “that they handled it” which led to what I believe was a double charge. Given the only truck available at the time - another person took the van I reserved. Would NOT recommend this location but LOVE Uhaul.

Rating:

3.0

Tell admin person that to call out to customers that they are sent a text prior to returning truck that states the customer has admin duties to perform of taking pictures prior to return to avoid $20 charge. Offloading the job of checking equipment back in with pictures etc was a surprise and frankly moving day is exhausting anc time consuming and I didn’t check texts ..thought it was just a link to contract I signed. And I just plain forgot to refuel ..long exhausting day

Rating:

4.0

Friendly & Fast.

Rating:

5.0

Thanks for letting me extend my rental!

Rating:

5.0

Marie was amazing. nothing should be changed

Rating:

5.0

Paula was awesome

Rating:

5.0

The lady at the desk was so kind, friendly, and helpful! She’s a superstar employee!

Rating:

5.0

Very nice customer service on the ground.

Rating:

5.0

Excellent! Such a pleasure to deal with!

Rating:

1.0

It was a long nightmare picking up the truck because the app wasn’t working to scan my driver’s license. The guys at the desk were nice but they had to make at least two phone calls to straighten it out. Because of this I was 40 minutes late getting the truck to the location where it was needed. When my husband and I returned the truck on Saturday night, we could not get the check in app to work. (I was told there would be no one at the Batteries R Us location that night so they had told me to use the online check in which I tried to do. ) I called the UHaul help number and waited 40 minutes to get a rep. She was nice and said she would make a note on our account saying we had returned the truck. I put the keys in the drop box. Today when I called to check on the account, the guy at Batteries R Us in Hopkins, MN said the truck was not on the lot! I am in a panic because we dropped it off at the same location from which we picked it up. I locked the truck and put the keys in the lock box. He said he would call me back when he finds out what is going on. I’m now going to call your 800 number and see if I can get help with this situation.

Rating:

3.0

When I called to schedule a pickup Paula was very rude over the phone, she asked for my credit card number, I gave her she didn’t hear when I told her all the numbers, then she was kind of coming off like yellow that’s not the right number it’s 16 digit you didn’t give me the right number, I gave her the number again and then she said that is the number which I have given her that same exact number. When I went to pick up the U-Haul she never looked us in her face or greeted us. She gave me information for when we drop off the truck to put the key into the Orange box. The next day I got a receipt that charge for my U-Haul for two days, when I called and asked why I was charged all this money she said well they charge you for two days and I said why cause we drop off the key within two hours from renting that you are, she said you were supposed to check out I told you yesterday that you were supposed to check out online. She never told us to check out online never never did. All she told us is to drop the key off in to the Orange box

Rating:

1.0

The woman was terrible, customer service wise.

Rating:

5.0

The lady running this location was extremely helpful. She went far out of her way to reverse the trailer back into the lot. She even let us come back later to drop off the truck separately.

Rating:

5.0

Awesome customer experience checking out and back in. Great communication throughout the process

Rating:

3.0

Had to call and slight wait for person who was traveling between locations. He was nice. Could have just done online but needed blankets as not in vehicle.

Rating:

1.0

When I made my reservation was given a different address to go to. I was there at 12:45pm for my 1pm reservation. The person there told me not trucks there and I needed to follow him to the other location. When we got there they was another couple waiting for him. SO he helped them first - I waited at the location for almost an hour to get my truck was then told I had to to go to a different location to pick up the appliance dolly I reserved. I brought the truck back in under two hours had to drop off the dolly back to the other location. When I go there the guy was helping another customer and told me he would not be able to assist me and to put the truck key in the box at the side of the building - which I did. I was also charged for insurance which i declined. I would like a credit for the Insurance I did not want and for some of the milage due to the hassle of have to go to multiple locations to pick up and drop items off. I will never use this location again to rent a truck was a terrible experience. I have used the Bloomington location several times and never had an issue. A very frustrated and unhappy customer.

Rating:

5.0

staff was helpful thank you

Rating:

4.0

Requested a

Rating:

4.0

The online checkin would not accept my photos of the odometer. The place was fine, but the app was broken, it got stuck in a loop.

Rating:

1.0

went to 3 different locations, no one knew what rthey were doing, the van had 2 feet of snow on it, took me half an hour to sweep it clean,had to deal with some stupid lock box where no one could find it it was miserable!!!

Rating:

5.0

We have a communication issue that was difficult to undo but the front desk manager took care of everything. We originally rented a trailer but they were out of trailers so we were upgraded to a small box truck. We originally also were doing a one-way rental but the woman who modified our rental to a truck said she was upgrading our mileage from 150 miles to over ~200. She mentioned the shortage was so many trucks/trailers were leaving MN and not many coming in. I joked saying well I can drive the truck back from our 2 hour away destination and she didn't say you can or you cannot. Anyway since we were told we had all these extra miles we DID drive it back to SLP Uhaul. Apparently, this messed the system up and we had to wait while they corrected it. If they hadn't it would have cost us $350 for a wrong destination charge - yikes! I was never told of the charge nor was I told that I absolutely had to leave the truck at the 2 hour away destination. It wasn't really anyone specific at fault here, things could have been clarified better on both sides. However, I am eternally grateful that I was not charged that huge amount when I had originally just wanted a small trailer to move a single fridge to a cabin. So thank you for working with us!