Customer Reviews for The Cave
(U-Haul Neighborhood Dealer)

75 reviews

12822 NE 85th St   Kirkland, WA 98033

(425) 821-9729

Office Hours

  • Mon-Sat: 11 am–7 pm
  • Sun: 11 am–5 pm
Special Operating Hours
  • 3/28/2024: Closed
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Services at this Location:

Contact Us

(425) 821-9729

12822 NE 85th St
Kirkland, WA 98033

Services at this Location:

Office Hours

  • Mon-Sat: 11 am–7 pm
  • Sun: 11 am–5 pm
Special Operating Hours
  • 3/28/2024: Closed
  • 3/29/2024: Closed
  • 3/30/2024: Closed
  • 3/31/2024: Closed
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  • 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:
4.0

Customer did not leave a comment.

Bill Erdly 
Rating:
1.0

Get rid of the app. this was the most convoluted rental Ive ever done. I apply to rent online and pick up from a specific location. Get there day of to find out they moved my pickup location to another random spot. Then Im forced to go through the app and upload my photo and license twice. Then I get to the new place and the pickup process is still not completed. Finally get the truck and there is sticky soda stains along the upholders. Then I return it back and youre forced to take 5 more pictures. and when I put in the odometer reading it said that value was lower than the previous entry. Meaning whoever used it before me put in the wrong value when they finished. THEN to top it off, I get a call late at night asking if I was still planning to pickup the rental. I told them I had already done so and returned it. Worst experience Ive had with any business in a long time.

Jennifer Kleinman 
Rating:
2.0

Representative was nice overall but referred me to the App to conduct the rental and transaction at a time the App was very slow or not operating which took a lot of time to complete.

James Brack 
Rating:
2.0

The truck’s heat and defrost didn’t work. Also, the truck location changed TWICE in the week leading up to the rental.

Robby Connor 
Rating:
5.0

Customer did not leave a comment.

Vignesh Shanmugam 
Rating:
3.0

When I reserved the vehicle I was not aware that by reserving at this location, it was basically a self serve setup. I picked this location because of the extended hours compared to others, as I wanted to return during the businesses hours of operation and knew there was a chance it would be after 5:00 PM. Both during pickup and drop-off I had to basically do everything myself, submit pictures of the vehicle, check in online, etc... rather than have the person do any real work for the rental. Perhaps this is my bad for not realizing this when I was reserving the vehicle, and while the person helped point me in the right direction, I had expected more of a traditional rental experience where the person actually assists the whole process. The person was polite and did help some; but I had expected what I consider "normal service", rather than self service.

Theodore Paull 
Rating:
1.0

They charged me for 2 days of service while I returned the vehicle in the same day.

Khac Tin Vu 
Rating:
3.0

The check out process was pretty slow in comparison to other uhaul locations I have used in the past in the same area. Returning the truck and using online checkout was not explained well. I had to return the store when I realized all the photos and versification requirements which was not explain by this location at the time of return. At other locations a person meets you and reviews the truck right there and signs off. I will go back to that location instead of this one for the reasons stated in this comment section.

Dale King 
Rating:
5.0

It would be helpful to know that the return will require completing the return on the phone which comes not in an email but by text message.

Carl Gaddis 
Rating:
4.0

Customer did not leave a comment.

Jesus Martinez Bujanda 
Rating:
5.0

Customer did not leave a comment.

Grant Holland 
Rating:
1.0

Both pick up and return processes were a pain and a waste of my time. I would never recommend dealing with this location.

Steven Kim 
Rating:
1.0

I picked up the truck on Feb. 28 in Spokane, and returned it to Redmond on Mar. 1st. We dropped the key in the drop box around 7:00 pm, as there was no one on duty. I expected to pay a 20.00 late return fee, but did not expect to be charged for 2 extra days rental and insurance for the 2 extra days. I had proof that the van was unloaded on Mar. 1st, because I used another moving company, and had a receipt for it. They said I had no proof of returning it on Mar. 1st, and it was just my word against theirs. This may be true, but why would I unload the van and then just keep it until Mar. 3rd, knowing that it would cost me an extra 100.00? I talked to corporate, and even the CEO, Joe Schoen. He was very friendly and said he would check into it and get back to me. He never did. I understand from other people's experiences that this kind of treatment is common. I would definitely not recommend this company. I know that I will never receive a refund, and what they did was not a mistake.

Joyce Small 
Rating:
3.0

Customer did not leave a comment.

Brandon Dorr 
Rating:
1.0

The person staffing this location was disinterested in helping up, and made that known. She seemed unable to understand how the U-Haul system worked. We not only experienced this, but also heard it from the U-Haul scheduler with whom we had to speak because the staff person could not get us checked in. I will say additionally that the U-Haul app is glitchy and unreliable, and makes the experience considerably worse. I would not recommend U-Haul to anyone.

Kristin Nelson 
Rating:
1.0

Extremely rude and unhelpful

Ancel Kinnaird 
Rating:
5.0

N/A

Sean Kelly 
Rating:
2.0

I was mischarged and when I brought it to the attention of the attendant they were unable to help and I spent over 30 minutes getting the charges corrected.

Michael Bonnett 
Rating:
5.0

Customer did not leave a comment.

Michael Landes 
Rating:
2.0

I was supposed to get a dolly, never did. There was trash in the cabin, and the gas tank level at checkin was wrong

Brooklyn Pelton 
Rating:
1.0

The owner constantly charged my CC on file, and I didn't even use the rental van. The billing was incorrect- Never used again

My Ngo 
Rating:
1.0

I rented the truck for 6 hours. The dealer and the area manager charged me for 3 days. I had to make 10 different calls to customer care to get my money back. The area manager Jeffrey_Schwarz@uhaul.com was not ready to accept he made a mistake and he disconnected the communication channel. This company is going down with employees like him. I just deleted the app from my phone. Never again. Next stop penske. Hope they are better. Good bye u-haul!!

Anikethan Yashodhar 
Rating:
5.0

The shop worker was very nice & helpful. Made rental very easy!

Richard Stine 
Rating:
4.0

Would have liked to be able to rent a hand truck from this location. Other than that, the experience was excellent.

Suzanne Berger 
Rating:
1.0

I used the truck for 10miles and refueled 2 gallons and still got charged for mileage

sainath kovelamudi 
Rating:
2.0

Customer did not leave a comment.

juan Rafael Lopez Velasquez 
Rating:
5.0

Customer did not leave a comment.

Maxim Sergeev 
Rating:
2.0

The truck allocated to me was boxed in by other trucks which I had to move myself. I had ordered and paid for moving blankets which were not in the truck. Location had only one worker, also a vape shop is a weird place to pick up a U-Haul.

Morgan Curry 
Rating:
3.0

Don’t charge for overnight drop off of vehicle. I never had this charge ever. $20 should not be charged.

David Shin 
Rating:
1.0

Customer did not leave a comment.

Scott Newsom 
Rating:
3.0

The store owner left me a few times during the process of signing up for her shop customers. In few occasions, people were just searching for something, but she would stay beside them and I was standing to see when she is going get back to me. It took us 15 minutes to finish my pickup process. Although I had done it online all by myself. I am not recommending this store to a friend. Note: for the drop off, another lady was in the store that was nicer compared to whom I worked for the pickup.

Farhad Farzami 
Rating:
4.0

Customer did not leave a comment.

balu Chedurupally 
Rating:
1.0

Although I returned the keys during business hours to a person at the rental counter before the dropoff time, I was charged for an extra day of rent. When I complained to a UHaul service rep, the person at the rental location would not admit to having received the keys at the said tome in a call with the service rep. I will not rent from this location again.

Joachim Hammer 
Rating:
3.0

Customer did not leave a comment.

Timi Bolaji 
Rating:
5.0

The interior of the van was completely fine. But the exterior was ABSOLUTELY COMPLETELY FILTHY!!!!!! The van has not been washed in months and the exterior of the van was very sticky and had to wash my hands every time I touched the van. There was also not a drop of washer fluid or even water in the tank to wash the windshield. I was driving with a very dirty windshield till I got home to put water in. I called the cave today to complain and the worker did not seem to care!! Seems like they don’t care of maintaining clean vans and trucks!!

Christopher O'Riley 
Rating:
1.0

The professionalism, wait and now excess charges. I sent an email to the email provided and will be calling. Details: I just received my receipt and received an extra charge for fuel charge (in which I put it back at the exact amount that was given so not sure where this extra charge coming from) as well as after hours charge. I reserved for 16 hours and returned this rental at 10 PM the same day (which was mentioned when I reserved and picked up with no mention of this charge and not seeing why as I returned before the requested time). I was already sketched on this process when picking up this rental (which was cancelled at the original location and relocated and waiting over 30 minutes to process the rental while the rep automatically quoted me with insurance without even asking). I have used uhaul in the past and would like to continue with my future travels but this I need looked into ASAP.

Justin Olan 
Rating:
5.0

Was great to be able to just use the app to do a self checkout and leave the truck in the parking lot and the keys in the drop box.

Kristafer Vale 
Rating:
2.0

When I picked up the vehicle it was absolutely filthy but did not make a big deal about it because I don’t expect these vehicles to be showroom clean. Since there was no physical damage to the outside of the vehicle I was not concerned. Upon returning it I was surprised to find out I was charged a $25 cleaning fee when I returned it and pretty much the same condition that I checked it out in. I only put 30 miles on it and it was all in town driving on a sunny day so there is no way I could’ve gotten it dirty enough to warrant an extra fee. Based on my experience I have a feeling that this location charges this with just about everyone who rents from them . By the time the client is charged it’s too late to dispute. I did follow up via the email address that was provided to me upon receiving the receipt with my displeasure. I’ve rented from U-Haul numerous times over the years and this is the first time I have ever had this happen . Very disappointed but I have a feeling it has more to do with a specific store than the company as a whole. However I do expect you all to make this right.

William Maggio 
Rating:
4.0

Our original reservation was at a different location in Kenmore, WA called Rocky’s Market. We had a Family emergency and we were going to be late picking up the truck. I sent a message to them through Uhaul.com saying we would be late. When we got there he had canceled the reservation 2 minutes prior to our arrival and was renting the truck to someone else. He refused to reverse it. I had made this reservation 3 weeks in advance. I would have been more than happy to secure it with a credit card but that wasn’t required. We had reserved for 12 hours. I called Uhaul & they found another truck available at 2:45pm (5 hours later) that we could only have for 6 hours (not sure why since no one could rent again until the morning). We had to rush to get everything done. Moved things out of storage unit to new place, then went to old place and only got large items to move to new place. This is the second time Uhaul has majorly messed up a reservation for us. So, never again Uhaul! Never again!

Krista Battrick 
Rating:
5.0

Customer did not leave a comment.

Maria Robbins 
Rating:
5.0

Customer did not leave a comment.

RACHEL DAVIS 
Rating:
3.0

The Cave doesn't have boxes to buy, or blankets to rent with the trunk. The staff did their best to be helpful.

Kaylene Thaler 
Rating:
1.0

The lady with hairs dyed to yellow and strong Indian accent cheated and lied to me. The truck was returned at nearly 3/4 gas, but she inputed in her app as 9/16 gas so that she could swallow my gas money. The location was extremely shaky, and it was a cannabis store. I will highly recommend Uhaul moving away from this location. I will keep my family and kids away from this shaky location by all cost!!!

Alex Nyy 
Rating:
4.0

Horrible experience not with the location but the uhaul system

Sid Ahmed guellati 
Rating:
5.0

Customer did not leave a comment.

Kelsey Jamison 
Rating:
5.0

Customer did not leave a comment.

Diego Basantes 
Rating:
5.0

Customer did not leave a comment.

Jessica Liebenberg 
Rating:
5.0

Customer did not leave a comment.

Hans-Peter Huth 
Rating:
4.0

It was very difficult to return it and I spent 20-30 minutes trying to figure out how to get the location to verify because no one was there to help me. The person there was very kind, and the knowledgeable person had a family emergency, but it was extremely frustrating that I couldn't interact with a human being with knowledge until after I was on hold for 15 minutes. I was able to text the manager of the location (Jeff) and he was very responsive.

Kristin Meier 
Rating:
1.0

Did not get the first location that was requested. The place was a joke. It was a vape shop and the person helping us needed to sell a bong to a customer before she could help us. No paperwork was given, just the keys. Horrible experience.

Yvonne Williams 
Rating:
5.0

Customer did not leave a comment.

weiwen wu 
Rating:
5.0

The location was great, but overall U-Haul experience was terrible. The website and app are both not functional (I cannot create an account, modify an existing account, or log in at all). This made picking up and dropping off the truck difficult and untrustworthy because my reservation and return may never have been logged, leaving me with late fines or without a truck on my moving day. U-Haul IT was unable to resolve this and said the location could handle it, but the location had no fix so they just wrote down my info as a workaround. If the location employees hadn't been so nice I would have been in big trouble. Also I ordered a handtruck with the U-Haul but it was missing, so if my friend hadn't had one last minute I would have been in big trouble yet again! After this experience I feel I cannot trust U-Haul and will always look for other moving options first in the future. This is a shame because my past experiences with U-Haul had been fine.

Dylan Fluster 
Rating:
3.0

Customer did not leave a comment.

YOKESH MARADONA BERTUS KAGOO 
Rating:
5.0

Customer did not leave a comment.

JARED MEYERS 
Rating:
4.0

Quite expensive. Cost $113 for a 3 hour, 33 mile rental. Why would you charge per mile rate as well as fuel charge? A

KRISHNAN NARAYANAN 
Rating:
5.0

Not overcharge a customer when the order over the phone!! Uhaul not the cave

RACHEL ARCHER 
Rating:
5.0

Customer did not leave a comment.

Ken Newman 
Rating:
5.0

Customer did not leave a comment.

KHANH PHAM 
Rating:
1.0

Poor customer service. The overall process is confusing specially the final billing aspect. You guys have deduced toll charged from me twice. Wouldnt use your service in future.

Charles Kuncheria 
Rating:
4.0

Customer did not leave a comment.

Michael Tylor Losser 
Rating:
1.0

Recently I hired a UHal Van.  My contract number is 86792767. There is a charge( After hours service fee) I did not understand in the billing that the customer representative sent. I explained to the customer representative that no one told me about after hours service fee changes when I drop the keys in the drop box. The worst answer I got was from customer representative as " I explain now about all these changes and everything is in contract please refer it ".  and cut the call. This is not fair . You should explain to customers and take a signed copy of that , they understand the process of returning the keys, else a 20$ will be added in billing . Without clear instructions you are cheating your own loyal customers.

SUBBA TURIMALLA 
Rating:
4.0

Aiden (I think that’s how her name is spelled) was very nice and helpful

MAY F CHENG 
Rating:
5.0

Customer did not leave a comment.

CARL GROSENICK 
Rating:
5.0

I appreciate your Excellent customer service.

DANIEL KAMUGISHA 
Rating:
5.0

i will never use the check in system that i had to use. It is the most UN-user friendly process I have ever used. it took me 55 min to get checked in and thats only because the telephone helpers, well not the 1st guy, he hung up on me so I had to start all over.

vaughn hodgins 
Rating:
5.0

Very friendly and nice service.

ANDRES SNAIDER 
Rating:
1.0

The place shouldn't be a core alcohol/smoking/powder store.

ALI SABUNWALA 
Rating:
4.0

notified we were late by a few hours. As such; was charged an additional day.

Joseph Heinz 
Rating:
1.0

There was no one available at this location to assist in our pickup. They don't open until 11am and they don't take calls.

Kipling Knox 
Rating:
5.0

The person was friendly.

MARAT MUKHTAROV 
Rating:
5.0

The U-Haul web experience has come a long way but still has hiccups and gaps where it hasn’t considered use cases and scenarios. For example, on my check out, the final list of next steps to turn in the key wasn’t persistent and wasn’t easy to reload. I started doing the things on the list, only to find that it had disappeared. Make your product managers use your product.

MATTHEW ENOCH BROCK 
Rating:
5.0

Great, well-lit place to drop off after hours.

Joseph Dorsey 
Rating:
1.0

They requested I move the 10’ in a right spot because they didn’t know how to drive the vehicle. I then had to request then move the 9’ cargo van so I could get the 10’ in that tight spot and they couldn’t drive the cargo van either and handed me all 4 vehicles keys that were on sight and said I could move them. I should not have been handed 4 different sets of keys let alone moving multiple vehicles because the staff is unable to. This would not be a location for Uhaul

FELICIA SWEENEY 
Rating:
2.0

I filled up the gas more than when I rented. still i was charged for gas

ISHAN BHATT 
Rating:
5.0

All good!

LESLIE HAMMOND 
No reviews have been submitted for this location.

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