Customer Reviews for U-Haul Moving & Storage at 19th & Bell

Rating:

3.0

Improve the front counter process. Poorly trained employees wandered around with total disregard for long wait times

Rating:

5.0

Courteous and friendly service, thanks.

Rating:

5.0

Great customer service

Rating:

5.0

Nothing - the employees here seemed to love their job. They were really hustling and very helpful and friendly!

Rating:

1.0

I had a trailer reserved for the day on line 2 weeks before my pick up date. I was called at 1 pm on my pick up date to confirm the I was coming by and they change the location for pick up. I show up at 3 pm (2 hours later at the NEW location) and was told they did not have a trailer for me??? They then start looking for one and find it 30 minutes away!! The now new location (second one) has the trailer and says I MUST return it to them or face a $40 drop off fee. NONE of the U-Haul employees could give a crap about the lack of service they provided. They were VERY interested in the cookies on the desk and how soon they were to get off work. Go to Ryder at least they are pros.

Rating:

5.0

Our load shifted during the 2k mile trip and we had great difficulty getting the sliding door open on ther 5"x8" I think this is a design flaw and recommend switching to doors that open outright on any new trailers produced

Rating:

5.0

Be sure vehicles are properly cleaned when I picked up truck it had paraphernalia in it and smelled bad! Unacceptable especially when we have kids having to ride in it.... But the guys when we dropped it off were amazing and helped with what we needed as well!

Rating:

5.0

Great service

Rating:

5.0

Very good equipment and helpful people on both ends of our moving .

Rating:

5.0

Slow to help customers.

Rating:

2.0

The driver mirror was just spinning in its access, and the transmission had downshifting issues. When the brakes were pressed, it would accelerate to 4000-4500 RPMs before it would slow down or apply the brakes. This was coming from a speed of less than 45mph. I a

Rating:

2.0

Understaffed. They were very nice and apologetic, but it took a long time to pick up, even having previously checked in.

Rating:

5.0

Dawn and Janelle are absolute rock stars. They were so busy and still they went above and beyond to make sure we had a great experience. Both of them were down to earth, kind, funny, and so knowledgeable. I appreciate everything Dawn did to make sure we we're going to have a safe journey. Thank you all so much!

Rating:

5.0

Tillman was very friendly and helpful!

Rating:

1.0

Didnt tell us how to open wheel covers on trailer, had to climb out car window, then had to stop mid trip at another uhaul to find how how to open it so i could roll the car window up, not only that the front and back chains were hidden UNDER the car trailer, didnt even have them connected. Couldve been disastrous driving 1700 miles. NOT PLEASED AT ALL

Rating:

5.0

Erica and her team at the Scottsdale N. Hayden Rd. location were great.I did my free towing inspection there and also looked at the size of the trailer. Bought some items and accessories from their store. They were great and my issues are not with them. My issue is with the central reservation service and process. I specifically booked North Hayden because that made sense for me. I knew that U-Haul would call me a day or two before the pick up to confirm the arrangements. I didn't know that they would call me and tell me that I had to drive all the way across Phoenix, 50 miles round-trip, to pick up the trailer. If I wasn't in a jam and had more options I would not have done it. As it was, I had to do it because I didn't have a choice. Next time I won't do it. I felt this was deceptive and I don't plan on using U-Haul again. Would be better for me to rent a truck from somewhere else or just borrow a trailer. Also when I got to the pick up site on the other side of Phoenix after almost getting killed several times on the freeway by crazy people the staff at the U-Haul place made me go through all the same questions that I had already answered when I checked in online. But the biggest problem was not being able to pick up at North Haven as I had specifically arranged online in my reservation.U-Haul makes customers like me tell them Where and when I'm picking up and dropping off. So I don't see why they would send me all the way across town when they should know where the trailers are. It's not my job to manage your trailers

Rating:

5.0

Location was excellent, service was excellent both at check in and hook up. But the trailer even though well maintained was rusted badly on the outside especially the door and door lock. Also the interior rubber bumper strips were hanging.

Rating:

2.0

1 person working and a line out the door

Rating:

5.0

As with most service industry, staffing was a challenge. Both the manager and other lady did a great job providing great service.

Rating:

5.0

To improve the website for the renturn

Rating:

5.0

very friendly professional staff, worked with me to make this go well.

Rating:

1.0

Staff was horrible on the phone. One ther worker came in helped people behind us then didn't help us. Left us with guy on phone. We there 1.5 hrs finally got truck. Then it had no license plate.

Rating:

1.0

Get more help!

Rating:

1.0

The trailer was full of dirt and gravel trailer doors also didn't lock correctly ain't losing a bed set that was over $300. I waited around for 40 minutes to talk to a manager after that I just left very dissatisfied with this experience I would really appreciate a phone call or an email to work out the situation with the product that was lost at the back of your trailer because it was not inspected and was not in mechanical function to carry or be rented out . Thank you

Rating:

5.0

Matthew was awesome! He really helped me when I was in a bind!

Rating:

1.0

The rep at the counter was absolutely incredible, but to wait an hour to get check out is unacceptable. The rep was doing the best he could but his help was late.

Rating:

3.0

We worked with Julian - he was EXCELLENT - patient, knowledgeable, polite, he explained well - we were very impressed. If all U-Haul reps were like him.. 😊

Rating:

5.0

The gentleman who took care of us at the counter was great! Amazing customer service

Rating:

1.0

See above

Rating:

2.0

Lines to long. Not enough workers. Upcharge for gas when I filled it to exact line that was given.

Rating:

5.0

Fast and professional

Rating:

2.0

I will never use uhaul again I had to go to three separate places just to find out my truck was no where to be found.

Rating:

1.0

My blankets were put on the same ticket or invoice as my trailer rental. I fully explained to the rep how I was executing my move. I was not aware that I had to instruct the rep that the moving blankets needed to be on a separate ticket. I did say that I would return them about a week after the trailer was to be dropped off. I returned my trailer rental early. I got a text message the next day that there were only three blankets in the trailer. I explained that I will return the blankets about a week later. (like I stated in Phoenix) The representative said he would ask his regional manager. I was later informed that I was already charged $6 per blanket despite the fact that my rental had more time on it. I was not given any opportunity to find a solution.

Rating:

2.0

Took forever(over one hour) to get vehicle, only had one person working.

Rating:

4.0

The Phoenix crew didn't pack the container correctly I order to get more of my things in the POD. I ended up leaving several items behind

Rating:

5.0

Maybe more opening staff for the rush of customers when you open. Everything else was smooth.

Rating:

3.0

Improve time it took for personnel to recognize that a customer was waiting to have trailer hooked up to vehicle.

Rating:

4.0

I would just inform people that when they get the bigger trucks. When they drive on the freeway or a road that they have to go fairly fast the front will jitter quite a bit. That you really can't go past 50 because the jittering becomes uncontrollable if you ask me. But with a full load the truck drove great for the long trip that I had to take.

Rating:

5.0

This location is awesome. Everyone from the rental counter to the guys that check in the equipment are friendly and competent, and do their jobs well. Kudos to the 1935 W. Bell Rd. team!

Rating:

5.0

The truck reeked of cigarette smoke. So bad I could not run the ac in the truck. Had to drive with the windows down and I smelled like cigarette smoke. Very disgusting and very hot to not use ac. Waste of my money. I want a full refund.

Rating:

5.0

The team was wonderful ty!

Rating:

1.0

We had a reservation booked online and we fully checked in prior to arriving at uhaul. When we arrived, we were the first in line and there were two people checking customers out. It took, 50 MINUTES to check out two people. We stood in line for FIFTY MINUTES. Then when it finally was our turn, we were told they weren't sure if they even had the truck we rented and spent 15 minutes looking for another to give us. This was the worst customer experience and completely inefficient. By the time we were done, there were 8 people in line that were going to have to wait just as long as we did. This job isn't rocket science, there is absolutely no reason it should take 50 minutes to help someone.

Rating:

5.0

I love this uhaul and the customer service they always take care of you! Keep up the awesome work

Rating:

5.0

I received a truck with mud on it and I mentioned that a time of contract. I put it in a comment in the contract as well. car/truck ran perfectly, was very well maintained, and the equipment worked perfectly.

Rating:

3.0

The miles should have been .69 not .89 and the truck smelled like puke and has old ketchup on the floor. It wasn't clean.

Rating:

5.0

Nothing, fun experience, easy to use. Organized.

Rating:

5.0

Service and personnel were great! Very helpful!

Rating:

5.0

The return service was great! Quick and easy!

Rating:

3.0

It was easy to drop it off because somebody was eating lunch and claimed they would email me later. That didn't happen. I received additional charges without my knowledge. Had to make another phone call to UHAUL to clear up that debacle. Again, I would not recommend UHAUL to anyone. I've been using them for over 20 years and will never use them again!!

Rating:

3.0

When returning my truck and trailer rental I interrupted meal time and was told I'd be emailed later. Not having any clue I'd be charged for something that wasn't accurate. I placed a call and my refund should be processed shortly for the additional charge. The issue about my motorcycle has yet to be resolved.

Rating:

5.0

SUPER nice kid took the dolly from me. Talked a few minutes. Great experience.

Rating:

5.0

Customer service was incredible! Thank you

Rating:

5.0

Always a pleasure doing business with someone that goes above and beyond for everyone they meet. This is the manager at this location, Dawn. Thanks again, Marcus H.

Rating:

5.0

Dawn was super nice & accommodating!

Rating:

5.0

Saved me

Rating:

5.0

Dawn and Keith are the absolute best!! I always felt like my car was safe while it was stored here and Rhonda keeps the storage area clean and inviting. 5 star team!! John and Julian also were very helpful when I needed assistance with anything. Thank you all for being amazing!

Rating:

5.0

Dawn at this location made it so easy well the support staff at 1-800-GO-HAUL had made it very difficult for me.

Rating:

5.0

The woman who helped me check in and rent the truck was EXCELLENT!!!

Rating:

5.0

Dawn is always the greatest and goes above and beyond to make your experience at her shop top quality.

Rating:

5.0

I was in and out. The staff there was amazing!

Rating:

5.0

Keep up the good work

Rating:

5.0

Hats off to Miss Rhonda who follows through with closing the units, excellent communicator, and a very nice lady.

Rating:

4.0

Ordered a truck and storage twice over the phone. Only the truck was reserved when I got there to pick it up. Luckily for me there was one storage left, a bigger one than I reserved an was $50 more. I took it. The fella that helped me was very knowledgeable and saved the day

Rating:

5.0

Great costumer service at its best!

Rating:

5.0

I’ve used several popular storage providers throughout the years. This is my first time electing to use U-haul storage and I’m very impressed with the customer care. A rep even walked me around showing the storage entry and exit options for my convenience. This was the first time in over 15 years I can remember receiving this level of attention from any storage facility, it was such a refreshing experience. And yes, I’m very happy U-Haul!

Rating:

5.0

Staff in the office was amazing, went out of their way to be helpful even at the close of day.

Rating:

5.0

They stayed late to make sure we had access.

Rating:

5.0

The staff was friendly and helpful.

Rating:

5.0

Great fast service......

Rating:

5.0

Keith. He was excellent. Please don't ever let him go. He is a great asset to the company. He went above and beyond father than buzz lightyear could ever go. His attitude, customer service, his whole personna is rare . He made all the customers smile and laugh. Service that you don't normally see at other places. You have one heck of a great employee. I would so recommend this facility and Keith. I didn't get a chance to meet the rest of your store team. If they're anything like him, you are lucky to have a gold team. Treat them good. Because they're treating us good.

Rating:

5.0

Great staff! Very good service! I will continue using u-haul for all my storage and moving needs always ! Thank you.

Rating:

5.0

Keith and his staff were terrific, they were always helpful when needed. Would highly recommend them

Rating:

5.0

Excellent quality of service and overall experience. Keith manages his team very well and is an exemplary professional. Well done

Rating:

5.0

Great facility. The manager of the facility is an incredibly nice man - welcoming, helpful, kind, understanding, accommodating. I watched him 40 minutes before closing on a Friday night with 5 customers in the store take care of each with professionalism, calm, patience and humor, while acknowledging the others in line. Great representative of the company. Saw a woman walking the storage area early Saturday morning while we were moving out. I'm sorry I don't remember her name, but she called me later to complete on my move-out. Once again, lovely, professional, kind and grateful for my business. I would use the facility again - and will happily recommend. Thank you. -Yvonne

Rating:

5.0

Keith Smith was amazing! Very thoughtful, knowledgeable, and friendly. We will tell all our friends to rent @ U-haul, 19th Ave & Bell!

Rating:

5.0

Keith and crew are excellent

Rating:

5.0

Kevin was very professional and I appreciated the fact that in these troubled times the store was set up for customers to be able to keep save distance

Rating:

5.0

Served our needs well!

Rating:

5.0

Keith Smith was very helpful. He provided great customer service and made my experience pleasant.

Rating:

5.0

It was Keith that made this memorable. Talent like this best be paid well. I appreciate the customer service here most.

Rating:

5.0

Uhaul came to my rescue on moving day when the recommended 3-16’ PODS were not enough. I rushed over to get a 20’ truck and 10 x 20’ storage unit which ended up free when I emptied it 28 days later.

Rating:

2.0

Vagrants were wandering around inside storage facility

Rating:

4.0

at this location the staff went beyond and above

Rating:

5.0

Easiest process by far! I wouldnt have the storage unit if not for the "upselling" your agent Dan did. He listened to my true need and offered a valuable service. I am truly grateful. Great job team!

Rating:

5.0

Uhaul came through for me in my crisis as PODS had not estimated the right number of units and could not provide more. I got a 20’ truck and 10 x 20 storage unit. My movers could finish the job.

Rating:

5.0

The owner is awesome at this location.

Rating:

5.0

Great job! Excellent staff, thank you so much!

Rating:

4.0

The lady that cleans the storage units is very nice and helpful. I think she goes above and betond. Wish I could remember her name. But she deserves a special thank you for being so courteous.

Rating:

4.0

You should have units to rent by week. Some times in life. We only need a short amount of time.

Rating:

1.0

I made a scheduled arrangement for a certain date and it was given away twice and I had to find another storage unit. I created an email and it was someone else’s account when I signed inridiculous.

Rating:

4.0

Great customer service from everyone.

Rating:

5.0

Thank you so much for the wonderful service and friendship. Specially Pat, Heather and Rhonda. It was a pleasure knowing all of you. Manny Alegria

Rating:

5.0

The young fellow who waited on me was excellent.

Rating:

5.0

The 19th and Bell location is a 1st class operation. The entire staff is personable and professional. The storage units and property are clean and well maintained.

Rating:

5.0

Everyone was courteous and helpful during the whole transaction .

Rating:

5.0

Keith is absolutely the best. He helped my wife and I more than once and was always available. Fair and nice, he's one of reasons I would send friends and family there. Entrance off 19th ave helpful

Rating:

5.0

Keith is very patient. Thank you for that.

Rating:

4.0

The office personnel we're helpful any time I went in there. They were knowledgeable and helpful with merch I bought, questions about my unit, and quickly resolved an issue w/ auto pay.

Rating:

5.0

Desk person was awesome' sorry Keith or Kevin. He went out of his way to get us a storage unit. Thanks so much.

Rating:

5.0

Great facility!!!

Rating:

5.0

The staff and facility were superior in every aspect. They have my highest recommendation.

Rating:

5.0

Out a Low price. Its a some expensive a price rent.

Rating:

5.0

Keith was extremely nice and Angela was an amazing help.

Rating:

4.0

Nine

Rating:

5.0

I could not have asked for better service. Manager Brian and Angela went way above and beyond in finding my phone which I drove away with on the trunk of my car. Brian, Thank you!

Rating:

2.0

When checking out, employee was texting the entire time and made me wait while he texted. He was rude when I asked if Uhaul prorated. We paid for our unit on the 11th and moved out on the 17th.

Rating:

5.0

A really good costumer service!

Rating:

5.0

Brian was excellent he help me to get into that room very easy he help me to get in now show me how I get in get out and I would recommend his location to anyone

Rating:

1.0

Very unprofessional, the manager costed me a loss of $550,for time off work,gas,daycare when he gave me 24hrsnotice to be out in 24hrs,then cancelled my gate code so I couldn't move my stuff,

Rating:

5.0

The general Manager is an awesome guy. I also would like to thank Keith/Kevin and he is a saint as well as Dino whom poor guy was trying to go home and kept helping customers like myself.

Rating:

4.0

unable to open final invoice sent

Rating:

4.0

No comment.

Rating:

3.0

My account was closed after 3 days as I didn't put a lock on the door on day of rental even after discussion of such would't happen till later. Waited 20-min to be helped