Customer Reviews for Master Key Mini Storage
(U-Haul Neighborhood Dealer)

Rating:

3.0

My original rental location had to be changed due to an unavailability of the reserved truck not being returned as promised. It was not easy to find the entrance of the changed location as it was basically a storage site and I had to horn several times to open the gate. Checking out a truck using my phone didn't work smoothly and took more time than expected which caused a delay of my moving. There was only one guy on the site who helped me through the process.

Rating:

4.0

Drop off was fine. A bit of a pain having to call to get a gate code but they answered the phone and were quick to respond.

Rating:

4.0

Easy to find, has security gates and waited until I arrived when I notified them I would be there close to their closing time. They do have after hours drop off. Helped with unhitching the trailer. Good communication

Rating:

5.0

Drop off site was seamless and professional they make it as seamless as possible.

Rating:

5.0

Great service

Rating:

1.0

No outside light, gate locked, no drop off instructions at gate.

Rating:

3.0

As outlined above the location was changed to here, without my consent or knowledge. The app required me to allow for location, but was unclear that it required location within browser, which I have never encountered before. All in all, the digital program to turn over vehicle was not good. The app sucks. The agent at this location was helpful, but did require me to turn over vehicle using app, which was cumbersome and time consuming. Would had preferred human support and turnover during working hours.

Rating:

3.0

This location was conveniently located and the after-hours drop off was appreciated. However, the location has a keypad gate, and the gate access information was not provided as part of the check out process. UHaul customer service was able to help us quickly, but it made the drop off less seamless. Otherwise great location!

Rating:

2.0

After hour drop off was difficult, could not find gate code to enter. Spent 20 minutes on hold trying to get the gate code.

Rating:

3.0

Fix the freakin app or get rid of it entirely. Follow thru on the agreed upon quote instead of tacking on extra surprises.

Rating:

2.0

Easier access through the gate without calling or downloading an app

Rating:

1.0

Your app provided me with no code to enter the lot! Once again, your app is terrible! Had to call the 800 number. The representative was helpful, but it still took too much time.

Rating:

2.0

The location is protected by a gate that is nearly impossible to access after they close. Please review the procedures so that no one is physically separated from the location by a gate/fence.

Rating:

2.0

The location has a gate but no code was provided to the gate to get inside and drop the truck off. U-Haul personnel on the phone were very helpful. Perhaps the code could be included with drop of instructions

Rating:

4.0

Very helpful staff.

Rating:

2.0

Improve instructions about access, improve customer service, improve signage, ensure that vehicle has been cleaned since last user.

Rating:

5.0

Great communication and kind.

Rating:

5.0

I appreciate Kyle being fast and efficient when I’m picking up or dropping off. I have a tight schedule and he allows me the ability to stay on time.

Rating:

5.0

Great experience. Keep up the good work

Rating:

1.0

24/7 app did not have the gate code!

Rating:

5.0

There was a lot of road salt covering the mirrors and it would be nice if they washed them for the next rental. Otherwise it was a very nice truck and the experience went very well.

Rating:

2.0

Very hard to find, sign way to small. Needs much larger street presence to for uhaul sign. Something went very wrong with reservation, they had no notice I was dropping off; not their fault! What happened?

Rating:

5.0

Great truck, great servie, I'll be back.

Rating:

4.0

The online return process wasn’t working. If it wasn’t for a local customer and helpful owners I’m not sure how I would have returned the truck

Rating:

1.0

Your app. is trash. You called my employees mom? WTF. Took forever to get a truck. Spent more time trying to rent the truck then we even needed the truck for. I will never do business with U-haul again.

Rating:

3.0

It was after 9 am and no one was at this location to greet me so I could turn over the truck. There was a key drop where you always leave a bit uncertain as to whether things will end up in the right hands. Not ideal...I tried to come during business hours and the guy said "sometimes things come up". Which I understand.

Rating:

1.0

Our card was held twice for a hundred dollars. There was an attempt for a third time. The man behind the counter (Kyle Stockton) swore at my husband. We were in the office for a total of an hour and forty-five minutes because he didn't know what he was doing (there was not another customer during ANY of that time). My brother was with us to help us move, we tried to pull out of the gate because he needed to leave, so I was going to go get our car, come back and pick up my husband (who had already been standing in the office for 45 minutes for a second time). The gate wouldn't open and he wouldn't open it for us. This is the worst experience I've ever had, with any company, ever. Please understand, it's a joke amongst my friends that I don't complain about service anywhere as I have worked a lot in customer service myself. I eat the wrong food if the waitress brings it to me, I won't complain at the nail salon about them not doing things the way I like - it's seriously a joke that I'm prodded with constantly. But this was egregious and horrible and I can't believe we had to deal with it at all. THEN when we spoke to the supervisor of this location named Reed (Reid? Unsure of the spelling), he was completely dismissive of the complaint and tried to take our credit card AGAIN, and harassed my husband when he wouldn't give authorization. We couldn't really trust your company at that point, which had taken our account to $.23 of availability for a $36 charge, with two holds of $200, just as we're trying to move, and they tried for a third. I know that doesn't seem like a lot of money to some, but things are tight because we're... moving. So our weekend funds are gone (we get paid Monday, but come on), no one at your company seems to care what we went through with these people, and I can't believe the audacity at this point. Your company was wrong, rude, swore at my husband, and won't take responsibility. You can bet that my experience with you will be shared.

Rating:

5.0

Eric, the owners son is very helpful and even accomodated me complaining about the trailer shaking too much and coming in after hours to switch. Only small complaint is that he could speed things up a little bit, but that's minor.

Rating:

5.0

Top shelf experience

Rating:

5.0

Very personable

Rating:

5.0

Equipment all worked well. Pickup and return worked well. Billing mistake was promptly fixed.

Rating:

1.0

Lied about charges, extremely pushy and rude. We will not use uhaul again or recommend it and have already steered customers away for their safety.

Rating:

4.0

This location was fine. However, when I pointed out the extra blankets I got from the Manassas, VA U-Haul location, the person at the Ann Arbor location could not find any record of this rental-- just the original truck and dolly and 12 blankets. Of course I returned everything, but I am hoping that the extra 24 blankets don't come back to haunt me in some way, and that they were accounted for when I returned the truck and everything else. I'll be renting a 15 foot truck on the 29th of September, same process and original locations, and I sure hope there is no change this time.

Rating:

5.0

The online check in is the weak point. It took me 20 minutes at the Uhaul facility to check in. Fortunately, they were very helpful there

Rating:

1.0

Ease of website - once you check in - give the code to the gate immediately - better and quicker directions, ease of chatting with agent, when you check out - automatically calculate mileage, I wasted over an hour of my time trying to get into the remote location and trying to return the truck. It was one of the most frustrating and unpleasant experiences ever.

Rating:

5.0

All Good !! 🙂

Rating:

1.0

Office had a "Masks must be worn at all times -- no exceptions" sign in the window. We agree. But when we got in, the worker was not wearing a mask. We asked him to and refused, saying things like a) it's a family business which makes it a legally gray area and b) really the masks are just there to protect *him* from *us*. Whether this is legal or not, he was a huge jerk about it.

Rating:

5.0

Good Guy and Very Helpful.

Rating:

5.0

Kyle was GREAT to work with. He was very accommodating wanting to make certain I was taken care of.

Rating:

5.0

Excellent service. The gentleman who helped us check in was wonderful! Thank you!

Rating:

1.0

I had an appointment to pick up a trailer between 4 and 4:15pm. When I made the appointment over the phone, the lady I made the appointment with made it very clear that I needed to pick up by 4:15 at the latest. I arrived at the gate at 4pm and called to see how to get in. Kyle said he was on his way and that I was early. 20 minutes later, Kyle shows up and lets me in the gate. First thing he says to me is “I can’t rent you a trailer if you don’t have the 4-point connection”. My 4-runner does have the connection but he didn’t even look before snapping this at me. I felt like he just didn’t want to be there. We fill out paperwork and I back my truck up to the trailer. There was an older gentleman walking around, who came over to help Kyle hook up the trailer. I have a 1 7/8” ball and they said it had to be 2”. I had left my 2” ball at home but I said I’ve towed multiple times with U-Haul with this hitch and nobody’s ever said anything. They said the trailer wouldn’t be secure without a 2” ball. I said “no problem” and I asked if we could reschedule for tomorrow. They both looked hesitant and said they MIGHT be able to do that but didn’t know if they could cancel today’s. The older man said I should just go across the street and buy a 2” ball. I’m not going to go buy something I already have at my house and I’m also not going to drive 20 minutes home and back because I was just moving a few items across town. I could do it tomorrow. Kyle and the other man went inside to try to reschedule the reservation. A few minutes later, the old man came out and said “Well, I guess U-haul approved your ball.” Kyle called to say the same thing, saying he’s never heard of using that size ball. Everyone has a 2” ball. The entire process took over an hour and at the end, Kyle took a picture of my license plate saying “this is in case the trailer comes off and kills someone, they’ll come after you and not me”. If the trailer wasn’t safe, why would he let me take it? I was willing to come back the next day with the 2” ball. If U-Haul approved my hitch, why was he continuing to make snarky comments? It was terrible customer service. And the entire time, the other guy (I don’t even know who he was or if he even worked there) was making me check my lights multiple times, making snippy comments about trailer safety and overall just treating me like I was stupid. When I returned the trailer that night, I almost couldn’t get it off the hitch because Kyle had cranked it so tightly. It took 10 minutes to get it loose, I almost just decided to take my hitch off to leave it. This morning, Kyle called me to see if I returned the trailer, saying that he didn’t think I had returned it but got to work and saw that I had. The entire experience was rude and inefficient. Whoever the other guy was was making everything very difficult and Kyle was obviously not very knowledgeable. There was no apology for misunderstanding, instead he just kept saying I was going

Rating:

5.0

Pick up and drop off were quite easy, and we didn't experience any problems. I do wish the app would have notified me to enter my DL info the day before, so I didn't have to do it during the pickup process. I also think UHaul's truck descriptions are not accurate. It took us 3 trips to move a one-bedroom apartment with the 10' truck, which is supposedly meant for studios and one-bedrooms. This obviously upped our mileage costs, and we would have saved some $ if we had gotten the 20' truck instead.