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GEORGE OCustomer Reviews for U-Haul Moving & Storage of Clearlake
Testimonials From Recent Customers
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This would be 5 stars if the truck had been cleaned out prior to me receiving it. The cab had wrappers and a cup. The box had what appeared to be refrigerator baseplates, screws and misc trash. The employee that checked the truck out to me was prompt in sweeping out the box. So the issue was quickly resolved but it does show a break down in intake process. Overall great store, thank you.
Joshua SHave better customer service.
Justin CI was overcharged, the equipment I leased was not available, plus I was forced to drive 30 mins out of my way when there was another U-haul (Bruns Lane) next to my house.
SHANNON FTrailer we rented had broken straps, didn't realize until we were ready to strap down the car. They took an hour of our rental time to find and then switch the truck out. Complete waste of time and money, definitely will not be using this u-haul again.
KENNA SU-Haul is good
Tatiana M | Overall ExperienceI thought it was pretty bad that I moved all my stuff out way before the new due date and nothing was refunded. That's not a good business. I didn't use it for the whole month that I paid. So I should have been reimbursed what I didn't use.
darrell w | Overall ExperienceI was charged twice for my rental. The first charge was when I picked up the rental. They charged me again when I picked up my rental. The refunded me the difference from the first charge. However, the second charge they claimed they did not do. I called my bank and was informed that the second charge was done around the time I dropped my rental off and the difference refunded to the first charge. Highly upset with this particular location.
LATOYA KI needed to pick up 7 Uboxes that day and I had to extend my Uhaul rental because the store was ridiculously slow. Each time I went to pick up another 2 Uboxes I had to wait over an hour for the 1 forklift certified employee to load the uboxes on the trailer. Two times I went there I had to wait more than 15 minutes both times for him to get out of the bathroom. WHAT A JOKE
DYLAN OKnowledgeable associates Went smoothly! Good experience.
MICHAEL CAlways polite and very helpful!
JODI TI did not get my dolly even though I paid for it.
SHEDRICK WMany back and forth conversations about when my payment was due. I was finally told I wouldn't have to pay if I had my stuff out by 12/15 by 5pm and I was still continuously getting late payments. I went in to get my truck to finally move all my stuff out and the guy behind the counter kept talking to someone else in her ear pods. Very poor customer service. Next time I called after I got a late payment some young girl answered and had to explain everything to her and she said she would get it taken care of and that didn't go as planned either.
ADAM G | Overall ExperienceGavin and team do great job
Jim N | Overall ExperienceWe rented a 15' truck with our corporate account for 2 days. On the 2nd day it wouldn't start or take jump after 45 minutes of attempt i asked Gavin if i could replace the truck with another. He said because it was a corporate it would require me to make another reservation and since i don't carry my computer with me i couldn't but i could make a residential reservation with the app on my phone. I did it because the truck was loaded for a move and it cost us more money. We've rented trucks from you regularly for 3 years along with 3 storage units and this is the treatment we get. It wasn't Gavins fault it was your corporate policy. Please contact me to further discuss the matter.
Tom GThe storage unit and facility was excellent. After I put my belongings in the unit, the Clearlake location was sold out of the locks we are to apply. I went to two other locations and they were also sold out of the locks. So the young woman at the Clearlake desk stated she would apply a lock. I was on a strict schedule and out of state. When my son went to get my belongings, the man at the desk was unable to get code/combo to the lock. They were told they would have the woman who had the code call the next day, which never happened. I called several times within that week and was told they would call back. Then when I called yet again they said sure just come here and we'll take it off. When getting there, the same woman stated that she had already removed it when my son was there, which was not true. She then told me it's off and I can get my stuff. I went to unit and the lock was still on it. I went back in and explained it to her. She got an attitude with me and walked in extremely fast pace to unit, took of lock and stormed off. Then they attempted to charge me for another month because I cleared unit on approximately the 2nd of the month due to the staff not following through. I was very disappointed with staff's performance and the lack of professionalism.
Michele P | Overall ExperienceVehicle was spotless, the staff was super friendly. Definitely will use again.
TODD WThe van had just 3/4 tank when I picked it up, which I told them about (and took a picture) before I drove it away (their form incorrectly stated 7/8 tank). I put in 2 gallons of gas and returned it at the exact same level, 3/4. And yet they charged me $9.50 for an additional 2 gallons of gas.
John MClean the windows
GARY DMore communication about key drops to renters.
JOHN HThe customer service was great 👍😎
MARK YContinue to offer the best equipment at a reasonable price .
BEVERLY DDon't have some 18 year old kid or less to process the final payment unjustfuly & incorrectly just so there could be a discrepancy that goes into his pocket after I leave the rental facility, & for this site to endure that any equipment that i would be responsible for payment of would be on the truck which was not the case at this time of rental !!!
KENNETH FGavin great U-Haul employee very knowledgeable helpful does his job very well 5stars
Jim N | First ImpressionsWhen someone rents a trailer there needs to be a man there they can go out and turn the crank on those things they’re a little rusty and the young lady that went out there to do it could not do it very easily so either the customer had to do it myself.
WILLIAM CI had trouble with check in app after watching the video. I was not that intuitive. The clerk checked me in and was extremely helpful. The 20' truck had 150,000 plus and shifted very hard. I assume that is why it only got 6 miles to a gallon in town. Over all it was good.
JOHN CThanks for everything.
DOROTHY B | Overall ExperienceCuster service was great
ANNA RIt stated thst if you clean the truck out you'd recive 25.00 for cleaning it. I belive that this is a false statement because I sweeper it out and didn't recive any 25.00 for cleaning it out.
ROSE SI was very pleased with all of it
Evon S | First ImpressionsI have sent the following to the Decatur Illinois Service Center Manager; "I came in a couple of days ago and reserved a car hauler for today (Saturday) for pickup at or after 10:00 AM. I indicated that I would have it back by 7:00 PM. When I arrived this morning, there was no car transporter available. Apparently, someone had overridden my reservation and rented it to another individual. I had an appointment to pickup a car in Princeville Illinois (northwest of Peoria) at 2:00 PM. The Springfield store on Clearlake had one but it was reserved for Sunday. Your guy tried to get me to go to Urbana, Sullivan and then Jacksonville to pick up a trailer. Finally, I agreed to go to Springfield to pick that one up on my way north, but Springfield needed it back tonight. Your guy told the person in Springfield that Decatur would get it transfer it back. I had it back to Decatur by 5:45. They were confused at your store. I told them the story. The guy that was doing the check in told me that he would get it transferred to Decatur in the system so that I would not get billed an additional amount. That still leaves Springfield without a trailer to fulfill their reservation for Sunday. What a mess! I could have taken it back to Springfield, but I received no offer of compensation for my time, fuel and inconvenience. I'm the customer, not a U-Haul employee. I feel for the customer in Springfield who will be as frustrated as I was." The employees at the Springfield facility were much more helpful. The got me hooked up and on my way in a hurry.
MICHAEL HThe man at the desk was nice and very professional.
VINCENT CBravo
Ebrima JI wasn't given equipment I paid for, and the moving help ghosted me.
JESS TMy truck, a 10' box truck I was driving 2200 miles in, was absolutely filthy. Windshield was dirty, like it had been outside abandoned for months. Exterior same, and 109,000 miles GMC was completely battered. Interior was dirty. 12V power ('cigarette lighter' outlets) were inoperable. Broken radio buttons, but useless because window noise. . Driver side window trim broken and relentless driver side wind noise for 4 days 12 hours a day.
GREGORY CHad to use different payment method or pay an extra $100 because of my card type. Was not informed of this until pick up appointment. Was also charged an additional $50 at drop off with no warning or explanation about charge. The workers were excellent and nice. The company itself, not the best.
JETLYNN SThe young person behind the counter was still pretty green but the manager arrived a few minutes later & was very accommodating.
Jim S | First ImpressionsExtraordinario servicio al cliente
Jessica SDisappointing to have to walk the large lot looking for the truck. My past experience the truck was pulled up and someone reviewed the use of the truck. Just not long ago
Karen TFriendly, informative staff made this move easier for us. Loved the FORD van cab on the huge truck - so comfy and easy to control.
TYLER LMore people working the counter
Bart SAwesome sauce at the ready! Truck had 1,600 miles on it, TCS, TOW-overgear, powerful A/C. All around good place to get a truck without getting one you have to kick fifteen times to start. ¡Gracias!
Jefry GCharged me 50$ for a lock I had the key to
CANDICE HThe employees were very courteous respectful and helpful. Thanks for all you do
Tawanda GThis facility is very clean, convenient and easily accessible. That staff was always very friendly and I would definitely recommend it
David W | Overall ExperienceCustomer service was great. She answered all my questions.
JANIE TEmployees are hard to find. I understand but..... it was difficult to communicate with the young lady. She walked away leaving me think we were done. Then I found out she just went to get the utility dolly. It would have been nice if she could have told me this. I did the precheck in so she just needed to verify my DL but was not communicative. A Hello, Please, and thank you goes a long way.
ANGELA BThe storage unit I rented had some nasty stuff on the floor. Don't know what it was. But should have been cleaned out when previous renter left. Unsatisfied.
ANTHONY T | First ImpressionsI did everything i needed to online. It was a huge waste of time. I had to re do everything when i went to pick up. The employee was VERY difficult to understand and they seemed to be extremely under-trained. They couldnt find keys, couldnt find trucks, and it took another 25minutes picking up ans re doing everything i had done online. Whatever happend to getting a truck with a full tank and returning it with a full tank? The truck we got had 1/4 tank. The truck was filthy. Had 1/2 of an inch of dirt in the bed and the cab had been smoked in. The seat belts in this truck are dangerous. You can't move at all because it locks you in place. You can't move in your seat, or lean forward to deal with the radio or gps. We had to unbuckle our seat belts at least 20 times in 3 hours just to do normal things. Also the suspension was so stiff that the ride gave us a headache from the extremely rough ride.
YLER MUhaul changed my locks several times.
lori w | Overall ExperienceTypicla Uhaul. I reserved a truck at the Bruns Lane location, and the reservation was moved to the Clearlake location. Upon arrival the two young ladies at the desk couldn't have been less helpful or interested. There was a child in the back office running around screaming, and the attendants had their lunch spread out across the counter and ate the entire time I was attempting to check in and pick up my truck. Upon completion of the paperwork the young lady advised that my truck was the first or second truck outside of the office. It was raining, I went to the first truck, wrong truck. Second truck, wrong truck. I checked 3-4 others. None were my truck. I returned to the office and advised that they could either find my truck or tell me exactly where it was as I was not going to search their 2 acres lot in the rain for the truck. They found the truck and I departed. I departed with a truck with only 3000 miles on it and NO BRAKE LIGHTS! Upon dropping the truck off there was a mysterious $1 charge. The gentleman at the drop off location was polite and offered to investigate and remove the charge but I was in a hurry and it wasn't worth trying to figure out $1.
MICHAEL OHave the customer service reps retrain on being great at customer service. Felt like that area lacked during the last visit.
MARCUS TCost way to much for what it is! And then to charge people for 3 months after they couldn't afford to pay you for a tiny box on the ground with stuff in it and then drag people to court over stuff in a box! Never again!
Phillip B | Overall ExperienceMy only comment would be to see if you can do something about the amount of dust. It seemed like there was a lot of dust accumulated for the amount of time my stuff was stored there. Very minor I know, and that would not keep me from returning or recommending. Very happy overall.
andrew o | Overall ExperienceMaybe check the lights in advance like I asked, the day before!! Have other answers besides "I don't know " and shrugging shoulders!! And not charge me for 24hrs when I barely have it for 4hrs.
VINCENT DNot a big fan of only filling the gas tanks up halfway. You have no idea if it's correct no idea if you're being cheated on the amount of gas used or left for you. All guess work. Topping off is fair to everyone.
ROBIN RNothing negative to report.
GLEN Hvery convenient
KATHY B | Overall ExperienceA dolly was not with my rental, I had to solicit one from another truck, (Note it that I had to) Then they charged me for a more expensive dolly. They made no effort to find me one.
JERRY M | Overall ExperienceVery easy to schedule, pick up and storage.
KATHY B | First ImpressionsNone.
Emmanuel W | First ImpressionsVery nice friendly , helpful and great with follow up 👍👍👍🤞🏻
Mike R | Overall ExperienceFacility was out of required round locks for storage unit. (Only below average thing that there was about facility)
Michele P | First ImpressionsIf future storage is ever needed, U Haul will be my first choice.
alleen t | Overall ExperienceVery helpful and quick (:
isabel d | First ImpressionsI'm still shocked at how clean the unit was compared to the "other"" place. Staff was very friendly and very helpful.
Kenneth A | First Impressionsfront office is unorganized, complains in from of customers, can not seem to priority her customers, needs better manager to oversee. Her rating is a big ZERO. Thank goodness for online.
Sharon C | Overall ExperienceThey automatically took out a payment that was not authorized and auto pay was turned off took payment anyways caused my banking account to overdraft 152 dollars said there was nothing they could do,no concern what's so ever
tonya m | Overall ExperienceI was given 2 different storage unit numbers that were already rented out before getting a 3rd one that was able to be used. Staff seemed very irritated when we first got there and wasn't the friendliest but we ended up getting things taken care of
BROOKE B | First ImpressionsThe lights in the hall of my storage unit did not stay lit long enough, but aside from that my storage experience was great
SHAI M | Overall ExperienceWe thought we had access to our unit 24 hours a day, but we were told we'd have to pay an extra $10 a month for that kind of access. The unit was already $100 per month. We could have gotten it cheaper elsewhere.
Jenny M | First ImpressionsStaff rude. Threatened to sell my stuff because she didnt see me coming up with $958 in a hour. Just not nice at all. I paid my fees drove 2 hrs away to pick up my things and they still had a lock on it. When i finally got in my storage after calling the store manager which i waited for a hour and some my tv was broken. Overall experience was horrible and Uhaul can never get my money again.
Odessty W | Overall ExperienceIf I ever need storage again I will be going back to uhaul. 0 complaints here👍🏼
Jeremiah J | Overall ExperienceStaff freindly and very helpful. Manager went above explanations in helping.
David H | First ImpressionsThank you for all the help.
tracy b | Overall ExperienceI've been renting from uhaul on clearlake for years this is the best uhaul in Springfield Illinois the staff cares and they always go the mile to assist and help out and the sore manager is the the greatest she is compassionate and she cares and she solves any issue that comes here way Melissa V is the greatest may God continue to bless her to assist others keep up the Good work Melissa V from storage number 0128
Catherine J | Overall ExperienceLight the lot up at night again. Super dark when stopping by after work.
Lisa G | Overall ExperienceThank you so much for everything I really appreciate it a lot
Shai N | Overall ExperienceThank you Steve Balestri for your help.
Gail F | Overall ExperienceBut radio 📻 did work
CRYSTAL B | First ImpressionsOffice staff were ALWAYS extremely kind, polite, and helpful! I felt safe entering the indoor storage area, even at night. My belo gs were secure!
Patricia K | Overall ExperienceI worked with DiAngelo in the beginning and he was wonderful and extremely helpful. He went over to South 6th street and brought over my daughters uhaul moving box to the Clear lake location where we were going to store her belongings. He went above and beyond. And then the day we came to unload he moved the box where we could unload it easier with where her storage unit was located. The only negative I found is they don't clean the storage unit floors very well- she had papers and misc small items in her unit before we unloaded. The floors throughout the storage facility don't look like they're ever washed- they are swept - just don't look very clean. It would also be nice to have a garbage can for when we need to throw away things that are left by other people. Instead we took them home and threw them away. But otherwise we were pleased and would use the facility again.
brenda t | Overall ExperienceMelissa is Awesome thanks so much for all the help
Thomas A | First ImpressionsI rented a unit for over a year and every staff member that I had contact with was so friendly and knowledgeable about anything that I asked or needed. I Highly recommend this storage facility. I'm sorry that I don't have names but I was definitely in contact with more than one person over the last year.
Amanda C | Overall ExperienceThanks and sorry about the treadmill if couldn’t fit in the storage I call this morning but was on hold forever
Shai N | First ImpressionsI've rented for long periods with other Uhaul factualities, we travel and often store our belongings. My first phone inquiry and encounter at this location was horrendous. Very poor customer service and phone interaction, and absolutely uninformed. I honestly didn't want to rent here at that point. At some point I figured I'd just swing through and see what the deal was…that's when we met Deangelo and Melissa! He was awesome! Totally went out of his way to interact and answer any concerns. He showed us around and treated us like VALUED customers! After a short time, my concerns had diminished and I felt glad to be there. He is management material! Melissa too was very friendly and accommodating…she was obviously swamped with work after being without power and suffering the managerial duties of storm recovery! She was working it BIG TIME! I feel much more comfortable using this service having met them both! ¡Gracias!
Danielle J | First ImpressionsThanks for everything in my time of need
Bartholemew M | Overall ExperienceThe overall service was great
Danny K | Overall ExperienceThe manager at Clearlake uhaul was fantastic. I couldn't have asked for better help. She deserves a raise working with no power after the storm and not even letting it phase her for 4 days. She was a Rockstar.
brandon g | First ImpressionsAll good
James T | Overall ExperienceThe guy who was cleaning out the uhauls was so rude . I asked an question with respect & he was sooooo rude. Just because I was asking an question about the door, he gave rude answers multiple times . All I needed was help . Come to find out you guys doors sensors were broke so it wasn't my fault the door wasn't opening for us
Kiara W | First ImpressionsThey made the process very easy thank you
Heather M | Online Move InThe Staff were excellent n professional. I only rent from them. God Bless Continues to serve the community. Yes I will recommend u. MS NEAL 217 761 4016 THANK U FOR EVERYTHING
Williej N | Overall ExperienceI liked the demo units in the rental office since this was an efficient way to show the sizes without hiking around the facility.
robert J | First ImpressionsI always have trust U-Haul for My storage and transportation provider
Teresa M | First ImpressionsI was provided with everything and information I needed
Danny K | First ImpressionsThings were missing out of my storage unit
Kristoni A | Overall ExperienceSo much storage available! Very clean too.
Kathryn K | First Impressions