Extremely frustrating experience from start to finish. I had a 2:00 PM reservation, but the location was locked and unattended until approximately 2:25 PM. The U-Haul website was equally frustrating, failing to process my license and forcing me to restart the process. When the attendant finally arrived, she helped me complete the checkout process. However, despite explicitly declining the $15 insurance multiple times, it somehow ended up back on my bill. Whether the attendant added it or the system automatically reapplied it, I don't know. What I do know is that I had to catch the charge myself and ask for it to be removed. Why is optional insurance being added after a customer has repeatedly declined it? U-Haul needs to investigate this practice and ensure customers aren't charged for coverage they never authorized. When I returned the truck during posted business hours, the location was once again unattended. I had no choice but to drop off the keys and leave a message for the number posted on the locker door, hoping everything would be processed correctly. U-Haul needs to address its unreliable website, questionable insurance add-on process, and lack of staffing during business hours. Customers shouldn't have to wait 25 minutes past their reservation, double-check for unwanted charges, or wonder whether their return was properly recorded. I chose this location for convenience, but it ended up being significantly more frustrating than driving across town to the Kankakee location. I won't make that mistake again.
Michael M
Customer Reviews for Storage Sense Bourbonnais
(U-Haul Neighborhood Dealer)
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.
Ordered protective blankets on the app and they were not there. Need to get a refund for them
JEFF RCharged for 4 days when it was less than 2 days
ANTHONY BI put that if the person was helpful, it was nobody there because he was after hours so I can’t say anything about people helping me and I would recommend a better location which is in Kankakee is the big storage place. I rent a storage unit over there which is amazing. They have a great services at U-Haul place. I recommend that one that one so amazing thank you
Santos AThe service I received from Terry was very professional & friendly on a scale of 1-10 his customer service was awesome!!
Nancy WTerry was helpful and quite personable He really knows his stuff
Jacob SWas upset to find we were charged over miles fee. This was because we had to drive so far for pick up of rental truck from our home in Highland Indiana. Not our fault, but still charged for extra miles. Not good business.
Tracy MAppointment for 9am truck pickup. The assistant manager did not arrive until 9:40. She said she forgot store keys but did not leave a note on door to notify me. Left a voicemail with store manager at 9:15a and did not receive return call. Poor customer service.
Hank LVery impressed by the whole experience. Very efficient and simple.
Emily OThe engine sound like it was about to explode
Cody BThere was no where to park the truck when dropping it off.
Brianna SThe staff here, along with the regionl person, Josh, were outstanding to work with
DENNIS BWe had to wait 30 min. during pickup because the person helping us was new and had to call two different managers to get help during the process. Then when we went to drive the truck, it didn't start initially and had a maintenance light come on. Finally, when I received my contract receipt after dropoff, they charged me $50 for 11 gallons of gas and $30 for being under 1/4 of a tank, but our total mileage was 5 miles. We did one trip to our house a few miles away and then back to Storage Sense. Tell me how that adds up to 11 gallons of gas. This place was a ripoff and a waste of time.
MARANDA HTook 40 mins for photos to upload to mobile device so I could drop off before 230 without a person being there. Still haven't got a confirmation that it went through either so I hope I am not charged extra for it.
BRANDON RThis was completely out of the way for my pickup location. Quite disappointed in the fact that I made my reservation 1 month prior to the move date and still was required to travel an hour and a half away from my home to pick up the truck. No reimbursement or accommodations were made for this rental. If you cannot promise a rental in town, the option for this truck should never have been offered to me.
BRADLEY KIt took over an hour to get all the paperwork done. Said they were hanging computer issues. Then went outside to get the truck and the front tire was low. They wanted me to drive across town to get the tire aired up.
DAWN GCould not have been nicer and more helpful, made return of trailer a breeze and very pleasant young lady. Did a lot to restore my future consideration of U-Haul rental.
Timothy E