Customer Reviews for Security Public Storage Frederick MD
(U-Haul Neighborhood Dealer)

284 reviews

17 Western Dr   Frederick, MD 21702

(301) 624-4348

Location Hours

  • Mon: Closed
  • Tue-Sat: 9 am - 5 pm
  • Sun: 10 am - 3 pm

Services at this Location:

Contact Us

(301) 624-4348

17 Western Dr
Frederick, MD 21702

Services at this Location:

Location Hours

  • Mon: Closed
  • Tue-Sat: 9 am - 5 pm
  • Sun: 10 am - 3 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:
1.0

The location was scheduled to open at 9am, I was there at 9:03 for pickup, there was not notice or any information stating that they would be late in opening, at 9:45 a man shows up and stated he needed 5 minutes before he could open, then he took 20 minutes to process the trailer rental, this 1:15 minute delay made me late for the appointment that I had and put me behind making the next appointment as well. This delay cost me valuable time that I have not be compensated for, I attempted to speak with the site manager but he was not there when I did the drop off after hours. I spoke with him twice but neither time did he offer any assistance other than we will see you at drop off. This location is not to the standard that I have be accustomed to with many other uhaul locations. They should not be allowed to serve as a dealer for your company.

JAMESADAM G. 
Rating:
5.0

Customer did not leave a comment.

Brett M. 
Rating:
3.0

Staff offered no help past pointing me to a drop off in the cul-de-sac, no offer of confirming paperwork, no assistance with the trailer. I don't like exiting a rental without confirming paperwork. It was not an issue, just odd.

Harry R. 
Rating:
5.0

Customer did not leave a comment.

Brent K. 
Rating:
4.0

Customer did not leave a comment.

Dean S. 
Rating:
5.0

Customer did not leave a comment.

Ahnad C. 
Rating:
4.0

Customer did not leave a comment.

Stephen K. 
Rating:
5.0

Excellent online return procedure; user friendly

SURJIT S. 
Rating:
1.0

Customer did not leave a comment.

Aubree C. 
Rating:
5.0

Customer did not leave a comment.

JOHN L. 
Rating:
3.0

Customer did not leave a comment.

DANIEL K. 
Rating:
2.0

Employee had never used the UHaul website. No parking space for UHaul vehicles.

Kevin M. 
Rating:
4.0

Open earlier than 10:00 on a Sunday

thomas B. 
Rating:
5.0

Customer did not leave a comment.

Steven H. 
Rating:
5.0

Customer did not leave a comment.

John R. 
Rating:
5.0

Customer did not leave a comment.

Mike O. 
Rating:
5.0

Honestly I was very disappointed with uhaul overall… I had originally scheduled to pick up in chantilly VA at 9am on the 19th... was call at 845 pm the night before (18th) before my pickup stating that I had to pick up at a different location(ash burn va) at a different time… so when I arrived at the second location to pick up there was no equipment for me to pick up and the man at the location was oblivious to the situation… that's when I called uhaul and was directed to a scheduling manager “Jessie” I believe was her name who was rude from the beginning… when I stated my frustration to her, her immediate response was “well I can just cancel the reservation sir” this was after she told me I would have to now drive an hour and a half to a THIRD location (Frederick md) to pick up my equipment… Jessie then said she could give me 33% off and that she was “going above and beyond to help me… mind you I was originally suppose to pick up my equipment at 9AM this is now almost one pm when I am talking to Jessie.. she was rude and very unhelpful. I was eventually able to drive the hour and a half to pick up my equipment and make my move… I would NEVER EVER IN MY LIFE EVER recommend uhaul to anyone because the service I received… thankfully the rest of my move went smoothly no thanks to uhaul…

Joseph S. 
Rating:
4.0

I was a little concerned about the tires..had no problems 😊

MICHAEL T. 
Rating:
2.0

The guy running the place was 10 minutes late getting there so we had to wait for him. He was friendly and apologized but still delayed my day. Also I return the truck the same day was hoping for a discount for returning early til it was schedule for me til Monday morning. Any help would be awesome with a refund or discount plus we fill up the truck with a full tank and only used quart of a tank.

RHONDA P. 
Rating:
5.0

Customer did not leave a comment.

OSCAR G. 
Rating:
3.0

It's part of a storage facility so the staff were away while people were waiting. That was the only issue.

ROBIN K. 
Rating:
5.0

Helpful friendly service. Will use again!

THOMAS W. 
Rating:
5.0

Customer did not leave a comment.

Christopher B. 
Rating:
3.0

Customer did not leave a comment.

Dru H. 
Rating:
5.0

Customer did not leave a comment.

Isagani C. 
Rating:
1.0

Also horrible customer service

Zachariah D. 
Rating:
4.0

The driver door was broken but otherwise a smooth rental!

Jessica G. 
Rating:
4.0

Customer did not leave a comment.

JAMES C. 
Rating:
5.0

Could not have been more easy or convenient!

Leona G. 
Rating:
4.0

Customer did not leave a comment.

Justin F. 
Rating:
3.0

Was told it would cost $20 to return truck in person so we were told to use website to return. 25 minutes later after the website kept having errors on finding our account, errors with location tracking (even after allowing), we finally downloaded the Uhaul app, which worked as it should. This return should not have taken 2 tech savy people 25 minutes to complete.

Alex P. 
Rating:
4.0

Customer did not leave a comment.

Karen B. 
Rating:
1.0

The mobile pickup was terrible. Took 45 mins just to wait on an approval once i took 20 pictures and went through 15 steps. Only other option was to pay $20 for my time to have timely service, should've just spent the $20

Brandon W. 
Rating:
5.0

Customer did not leave a comment.

JUAN L. 
Rating:
5.0

Customer did not leave a comment.

Edmundo R. 
Rating:
5.0

Customer did not leave a comment.

Matthew B. 
Rating:
3.0

Make sure the facilities lock has heen removed from the unit. I was unable to access my unit after hours due to this. I had a U-Haul loaded full and had to find someone help get my unit open being after hours. I had to contact two different customer services and had finally got a call from the regional manager telling me someone was on their way to unlock the unit. Not only did that whole ordeal set me back at least an hour. With a rented U-Haul, packed full and trying to unload after hours, I was stressed. I rented the Uhaul through the Security Public Storage site. I have been charged multiple times for the use of this truck. At the moment I'm "waiting" to see if they refund the unauthorized payment they took. I was told by Uhaul customer service they didnt know where the money went but just wait a couple days and see if the refund it. This hasnt been the worst experience but I was frustrating. The representative that I had spoke with were very kind but didnt have much information to offer to solve the issues. Just please fix the UHaul payment system.... paid on the 25 and they took another payment yesterday the 29 for I dont even know what for.

Teresa T. 
Rating:
3.0

Better train your agents at the call center to help customers resolve problems. Your app has flaws and makes the pickup and drop off difficult and cumbersome, especially during COVID 19 when the locations are all closed. Your app never gave me the lock code during the pickup process sat for over an hour trying to get the lock code on the phone. Very frustrating experience.

Ronald K. 
Rating:
3.0

The cab was dirty, and the steering was terrible

Nathan N. 
Rating:
5.0

Thank you !!!

crystal M. 
Rating:
5.0

Double check to ensure all requested items are in place. I requested a dolly and it wasn't there.

Debora V. 
Rating:
5.0

Location was convenient. Waze put it on the wrong street, but easy to find. Slow location overall so didn't have to wait in line which was nice.

Mark W. 
Rating:
5.0

Needs better explanation on how to avoid the 20 fee Itto Ed to do it and was not able to. But the vehicle was left there around 10 am and still got the charge

Edgar U. 
Rating:
4.0

Friendly staff. Trailer met all expectations. I would recommend to anyone.

Donn M. 
Rating:
5.0

Customer did not leave a comment.

Jeff S. 
Rating:
3.0

Rental office not very helpful when I struggled with online reservation other than to say I could make another reservation through him and pay more

David F. 
Rating:
5.0

Customer did not leave a comment.

Richard S. 
Rating:
5.0

Customer did not leave a comment.

William R. 
Rating:
4.0

Customer did not leave a comment.

Richard M. 
Rating:
5.0

Customer did not leave a comment.

Eric V. 
Rating:
4.0

Customer did not leave a comment.

Tracy D. 
Rating:
5.0

Customer did not leave a comment.

Kathy S. 
Rating:
3.0

Customer did not leave a comment.

Rick C. 
Rating:
5.0

Customer did not leave a comment.

Nancy K. 
Rating:
5.0

Customer did not leave a comment.

Steven B. 
Rating:
5.0

Customer did not leave a comment.

william M. 
Rating:
5.0

Customer did not leave a comment.

Marc A. 
Rating:
3.0

The truck was working well initially, but I had to perform an emergency transfer to another truck because the battery was faulty. I do not think it was the fault of the staff, but it made my trip a little chaotic.

Patrick M. 
Rating:
5.0

Very easy process for me.. As far as I'm concerned, there is no other way. I'm extremely happy with the entire process. 5 out of 5!

Seth K. 
Rating:
5.0

Customer did not leave a comment.

Ronald C. 
Rating:
5.0

Customer did not leave a comment.

Steven M. 
Rating:
5.0

Customer did not leave a comment.

Gabriela V. 
Rating:
4.0

Customer did not leave a comment.

Kevin R. 
Rating:
2.0

The guy working there was unfriendly and wasn't eager to help even though no one else was there.

Jennifer H. 
Rating:
1.0

This location was poorly managed. I incorrectly thought that the person connecting the trailer would also strap down my vehicle. I now understand this is not the case. He did it, but reluctantly, and kept mentioning how $20 cash would be a good side payment.

Lori C. 
Rating:
4.0

Ric Sitnek the onsite manager was abrupt when questioned about uHaul services and specifically truck rental options. It was not a friendly, courteous “how can I help you” conversation but rather a figure it out yourself approach to customer service. I downloaded the app and followed the instructions. I am a repeat customer and plan on using another location in the future.

James C. 
Rating:
5.0

Customer did not leave a comment.

James G. 
Rating:
4.0

The truck smelled awful in the back. I tried spraying it throughout the day but it was still so bad which is why I didn't clean it afrerwards. Then I get slapped with a $50 cleaning fee? Maybe they should check the back and make sure it doesn't smell like a dead body before giving their trucks out.

Jonathan N. 
Rating:
4.0

Customer did not leave a comment.

Roy M. 
Rating:
1.0

I have been charged the incorrect amount and am struggling to get it refunded.

Michael B. 
Rating:
5.0

Staff was very helpful. Thanks.

Kenneth K. 
Rating:
5.0

Customer did not leave a comment.

Justin C. 
Rating:
5.0

Customer did not leave a comment.

Luis B. 
Rating:
5.0

All good. Great team at Security Public Storage, Frederick MD. No suggestions.

Thomas F. 
Rating:
5.0

Customer did not leave a comment.

VLADIMIR T. 
Rating:
5.0

Customer did not leave a comment.

Lisa B. 
Rating:
5.0

Customer did not leave a comment.

Randi J. 
Rating:
5.0

Customer did not leave a comment.

Tom B. 
Rating:
5.0

Customer did not leave a comment.

LAL M. 
Rating:
1.0

The location did not have the supplies per my prepaid order and didn't even attempt to help fix the issue. Terrible experience overall. Waisted time coming back to the location for missing information/ supplies. Ended up calling around to other U-Haul facilities to get what I needed for my move.

Nicole O. 
Rating:
1.0

Hold it. The drop-off location listed above WAS NOT the same location I was directed to by U-Haul personnel!! I was told to drop the trailer off at 3612 Buckeytown Pike- which was a miserable experience! The employee obviously did not understand how the system worked, yet would not, under any circumstances, provide me with any sort of receipt for the trailer, and asked me to trust him!! His difficulty with language seemed to be based upon his convenience, as he DID seem to have full command with various online systems! I find it difficult to imagine that my experience represents U-Haul's best efforts. Find a different location.

Hugh F. 
Rating:
5.0

Customer did not leave a comment.

Maria S. 
Rating:
1.0

The manger provided great customer service

Ricardo J. 
Rating:
5.0

Great, no-hassle, simple in-person reservation and excellent service. Ric hooked up my rented open trailer, checked the lights and made sure I had all I needed.

William J. 
Rating:
1.0

I had a horrible experience with the U haul on 17 Western Dr. Upon arrival we were told that the internet was down so we wouldn't be able to rent the trailer we reserved over the phone. This was after they already called us and canceled our reservation for a larger trailer. Then the man working said he would scan my credit card and ID so I could take the trailer. We were given no paperwork to document this rental. After we drove 3 and a half hours in traffic to return the trailer, we ended up having to return the truck that pulled it first so it wouldn't be late. This caused my son (who literally has one fully broken hand and a another partially broken hand) to have to drive 3 hours in traffic with his fiancé, an eight year old, and a five month old baby to pull the trailer 10 minutes down the road. When we arrived at the Western Dr location, we were unaware that there was any issue. As we were checking out, we were informed that we would be charged a $50 late fee for a $20 trailer because it was to be returned at 2:30 pm and we arrived at 3:10 pm. We had no paperwork and no interaction with the man that rented us the trailer that indicated we needed to return the trailer at a specific time, nor were we told about a late fee. When we told the man what happened (the same man that rented the trailer to us the day before) he was rude and dismissive. I would have gladly paid for a two day rental had I been told about the time it needed to be returned or the late fee. I would rather ship all of my furniture via UPS than ever use U haul again.

Donna C. 
Rating:
5.0

Location was great and everything was ready on time but the trailer's inspection sticker had expired 16 months earlier and the trailer also leaked so everything got wet inside.

Jacob M. 
Rating:
5.0

Area was well maintained on a back road with ample area to maneuver your truck.

Michael N. 
Rating:
5.0

Make trailer pickup available after hours with online check-in.

Tyler F. 
Rating:
4.0

Customer did not leave a comment.

Correna H. 
Rating:
5.0

Customer did not leave a comment.

John M. 
Rating:
1.0

Make sure the truck is actually where it's supposed to be. I had to drive two hours out of my way to pick up the truck in Frederick, MD instead of Odenton, MD.

Eric S. 
Rating:
1.0

Your agents at this location have no experience with customer service. I tried talking with justin this morning but he seemed to be preoccupied with another customer. Which is ok. But his imposilveness was short sited. His tone was very low and hard to understand. The gentleman who helped me when i show up to drop off the blankets. Was rude. (I am not on the clock) i am the customer. I dont care who is on the clock. I just want to be taken care of .

joseph H. 
Rating:
4.0

This location was fine however this was my third rental for the move (purchasing new items, moving my residence and emptying storage) I was moving from directly across the street from the Prospect Blvd location and physically walked into to that location to make all 3 reservations but some how they were not able to accommodate any of the reservations from their main location in Frederick.

Aaron W. 
Rating:
5.0

I'm sorry to say but I would not use or suggest using UHaul again. I received a phone call verifying our next morning pick up at 9:00 am and when we got there the young man said “They want me to pick it up where? That ain't happenin'“. So we had to go to another town half an hour away which caused us to miss an appointment later that day. The place in Frederick was fine but why on earth would they call to verify that the truck would be in Thurmont when it wasn't?

Nadine B. 
Rating:
2.0

Customer service center: first I want to start by saying this experience was not a good one. And will probably change the way we leave from now on. We are a military family and have had to use the U-Haul rental a minute of times and before this experience we had good experiences out of using U-Haul. But this time, at every turn there was an issue. We had called on Friday to book our rental with the customer service call line. We had requested our pick up location be the western dr location in Frederick at 8am- for a pick up truck. The person on the phone booked everything with no problems. We booked our pick up information for the next morning. Saturday morning we arrived at the western drive location and noticed that they didn't have any pick up trucks on the lot. So we called the customer service number because I noticed on the check in email it stated a Hagerstown location instead of the Frederick, MD location. They explained that I could go to the Hagerstown location or change to a box truck at the Frederick location. I did ask if they would do something with the higher mileage charge due to their good and they said that they couldn't do anything. So not only loading a hour of our time, but we also had t pay more for mileage because they messed up the reques for our rental. We changed to the Frederick location over the phone then saw that the website check in wasn't working so we had to wait til the 9clock time for the office to open. I had called into the customer service line three times. And every time, the system tells you that your calls are recorded, so I requested a copy of my recording. After completeing the request. I had to wait for the email. By the time we waited around for the location to open, we had lost a hour of moving time. Then we got in at opening time and there computer system wasn't working. So it take forever. Which computer issues happens. The guys at the office was friendly. I would deal with that office again but I will NOT call into U-Haul customer service ever again! Then the email stated that they couldn't give me a copy of the recordings. Which is unprofessional. Don't advertise that you can get a copy if you can't. So that is why I'm leaving this review. And I won't stop here. As I said we are a military family so moving is like a second job for us. I will never tell someone about your service due to the customer service received. My issue isn't with the set location. My issue is for the U-Haul customer service team.

Adam M. 
Rating:
4.0

From a U-haul perspective they have only a few trucks on site, but they were very responsive in getting the trucks ready.

David S. 
Rating:
5.0

Customer did not leave a comment.

Tom B. 
Rating:
5.0

Customer did not leave a comment.

Tracey W. 
Rating:
5.0

nothing

Clarence J. 
Rating:
1.0

The customer service representative, Rick, is extremely rude. During a crisis situation where the haul truck got stuck, he called me a liar and threatened to call the police. Despite constant communication, he called the police to report the truck stolen, even when he knew it was not. I spent over an hour dealing with police to keep from being arrested. This man has a HORRIBLE attitude, and is a disgusting representative for uhaul.

MARIE M. 
No reviews have been submitted for this location.

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