Excellent customer service. Eric
ERIC RCustomer Reviews for U-Haul Moving & Storage of Crystal Lake
Testimonials From Recent Customers
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The staff was great! From the vehicle examination to make sure everything was working to picking up a few days later was excellent! Dropping it back off was also great due to the staff. My suggestion to U-Haul is to figure out the check-in software. Every time I have returned something your system is down or taking forever making life harder for your employees and customers. I was told I would receive a final receipt once the systems were back up. I returned the trailer on Thursday morning and went through the inspection with the gentleman on site. Again, he was great to work with...but I'm still awaiting a final receipt.
MICHAEL PNothing every time I rent from you it’s always been a pleasure working with you you guys go on and beyond to make a customer feel special
FRANCISCO MThere were no instructions on where to leave the trailer. Using the app checkout was seamless, however it only asks for a photo of where the trailer was parked after it walked you through disconnection. You should really walk through disconnection after parking. I would revise this process for after-hours checkout.
ALEXANDER HEntry from 31 and the west could be marked better,
BRIAN BThis is our second time renting from the Crystal Lake U-Haul and they made very easy and the guys behind counter are extremely helpful. Definitely recommend them!
Kathy WThe trailer didn’t have a jack which caused me to hurt my hands disconnecting it from my truck
RANDALL BHave used this particular company many times! Always satisfied!
PAULA TThe Crystal Lake location is great! They always have a truck when I need one. They are fast, Efficient, and always friendly. How do you improve on that?
WILLIAM MNothing, the place was busy for the holiday weekend but I was in and out on pick and drop off
Shane KExcellent facility and amazing staff.
MITCHELL BThese guys are great, friendly and knowledgeable, they get u put quickly
SANDRA BEverything went smoothly from picking up and dropping off.
DOMINGO BThe staff are not terribly friendly or cordial. They could make the experience a bit more pleasant.
Scott SThese Guys are always Great at this Location.
DOMINIC CNothing, everything was great!
DAVID FYour manager Paul is very professional. Your lucky to have him.
MITCHELL SThe customer service at the Crystal Lake location is excellent 👌👍
JUZAR CEquipment ready when needed and got hookup assistance
MICHAEL BJust 2 things. Van without gas, broken consol latch without any further consequence. So everything else was great
LAURA MA lot of credit goes to Paul G. I'm sorry I don't have the full spelling of his last name. This young man is manager material for sure. He is professional in every way, knowledgeable, friendly, very reasonable and knows how to make your experience go smoothly while following all procedural guidelines completely. My son helped me move and he said the same thing about Paul G. The facility and format make moving easy! Wholeheartedly recommend.
Lynne D | Overall ExperienceThe staff that I interacted with with very personable.
LEONARD JStaff goes beyond to help
ROBERT GEverything was perfect. Good new truck with trailer. Nice personal. Is we use Crystal Lake location every time.
Emily HGreat experience. Great personnel.
CHARLES TT J was pleasant and easy to work with.
JAMES Z | First ImpressionsStaff was helpful and informative.
HAROLD HFast, professional service. Thanks
PATRICK KVery efficient...in & out.
KIRK LOnly hiccup was key was tricky to get out of ignition, worker was able to help us figure it out. Otherwise pickup process was very smooth and steps easy to follow.
Elizabeth MThe older guy when I made the return told me the hitch was way to low and flipped the ball for me. Told me it was better for towing also.
JASON MAll was good. Trailer was available at my preferred location which was nice.
ANDREW PThere were problems with the alarm system and finally they sent me back to the unit. Once I got back there there was a lock on the unit. It was a little frustrating, because I had movers waiting to move stuff into the unit.
Ryan T | First ImpressionsGreat customer service. Manager is hard working and very friendly. Top notch, no question
Thomas PPaul was so incredibly nice to us all day and made our moving process as stress free as possible on his end. Much appreciated.
Kaitlyn MExcellent customer service from the start. The crew at the Crystal Lake location were professional, knowledgeable, and friendly.
Thomas CThe team at Crystal Lake were very professional and helpful. Quick in and out. No hassles. I am a returning customer.
ANDRE CNothing that I can think of as the entire experience was terrific. I definitely will use this location in the future.
REBECCA QStaff was extremely courteous and efficient. I was impressed by how easy the process was and I'd definitely rent there again.
LISA GThe drop-off software is horrible. The need to take 6 pictures, on the software, to prove that the truck wasn't damaged is asinine. You have cameras in the lot, right? Once taking the first picture with the software, there is no obvious way to advance to take the next picture. If you do get back to the "load picture here" screen, previously saved photos have a tendency to disappear. After spending 20 minutes at 10PM to try to satisfy the after-hours drop off requirement of the software (after a full day of moving), I gave up and put the key in the drop box.
GARY OHad the wrong mileage on trunk and wrong amount of gas. Tried to over charge me
AVI FPick up was easy, drop off was easy
CARL LEverything was great thank you!
Linda MKeep doing what you are doing, the staff was extremely helpful and friendly!
Lawrence WI’ll be back as t took care of me
Mehdi AThey were friendly, knowledgeable and gave us all the information we needed to have a successful trip.
Debra SAfter initially being told by the McHenry location that we would need to drive nearly 40 minutes to pick up our truck, we were redirected to this Crystal Lake location (which is 10 minutes from our house) and they took great care of us. They were open later than the Lake Villa location and had a wider selection of vehicles. Our original truck had some damage to one of the tires - once we pointed this out, they very quickly found us a very nice (low-mileage and clean) replacement vehicle and we were on our way quickly.
Todd WAttendant very helpful
alan cSome of the inside trailer tiedowns were broken, and the stickers on the outside were faded and cracking. But this wasn't the fault of this location, I think the trailer was just well used. It functioned great for my use. Will use this location again.
Pietr BThey were installed my hitch in much less time than I expected. Asked if I wanted to make it look better and did a great job.
PHILLIP NGreat job!!!!
Mark WNothing at all.friendly professional employees that where Great to deal with! Overall great experience!
EDWARD SConsistently great service at this location.
Deborah KEverything went smoothly! I would definitely recommend U-Haul. I've used them twice, in the past couple of months, and it's great.
DONALD SWe did contactless needing to call to verify info. Received a text-NEVER A CALL. Called the 800# Susan was great and transferred our call to verify our information. Waited 20 mins on hold (estimated wait time 10-15 mins). Pressed 1 for a call back and NEVER A CALL BACK After 20 mins I went to an associate who checked me in and we were on our way in 5 mins.
Kyra MDid a great job and we appreciate it so much
Fred RMy service rep was awesome!
AMBER VThe staff were great and helpful and I will be back to Rent from the Crystal Lake location.
Rabi NGreat price great service
Juan CImproperly connected. Came disconnected while driving, causing a very dangerous situation. Irresponsible and unacceptable.
Gregory SSo Helpful and Explain everything to you the Best Customer service
Rachel R | First ImpressionsPaul, Will and staff are exceptional.
TAMMY S | First ImpressionsI have not moved in yet but everyone there was very helpful
Patricia G | First ImpressionsGreat facility
Kyle M | Overall ExperienceOnly issue is the loading dock area. The bar across the floor is an ankle twister. There should be more space to step off the truck without running into it when carrying items to load or off load
russ t | First ImpressionsEverything went very well
Mike C | First ImpressionsAll of my things smell so bad after being in storage that I'm throwing most of it away. Even washing doesn't remove the smell. It smells like dead rotten mice in a moldy basement. I'm very upset and disappointed that I paid for storage for so long only to throw everything in the garbage and replace it. I tell everyone I know about this and caution them from ever using this storage facility.
JENNIFER B | Overall ExperienceGreat place and friendly people.
Jefffrey S | Overall ExperienceThe people working there are wonderful and very helpfull.
Colleen J | Overall ExperienceBoxes which had been in unit for several years smelled musty.
Christine c | Overall ExperienceNice job!!
Jim K | First ImpressionsI have often used this location for trailers, trucks, and storage, and I'm always taken care of no matter what I need.
David Z | Overall ExperienceGoing on my third year here!
Steve b | First ImpressionsGreat help and friendly
Jefffrey S | First ImpressionsOutstanding staff, service, explanations and kindness.
Linda D | First ImpressionsCustomer service was excellent friendly and awesome This U-Haul place should be name number 1 best so far of all U-Haul place I have been, management their is doing a very good job, thanks so much.💯🤩
azlia b | Overall ExperienceVery satisfied
Deborah d | Overall ExperienceI had to leave my truck in the loading garage overnight. This was due to me accessing the facility before 10pm, then loading my truck in the loading garage, and then the doors locking at 10pm. This was an extreme inconvenience. I didn't have my cell phone (it was in my truck, that was now locked in the garage) and I had to walk along the highway to the nearest gas station in order to call the manager. The manager was able to grant me access back into the building so I could at least access my phone and wallet, but I was unable to leave in my own vehicle because the garage door wouldnt open. I think this is a flaw in the gate code/access process. I had to order an uber so I could go home and not sleep in my truck in the garage that night. Then I needed to get a ride back to the facility in the morning to obtain my truck and posessions. If I am allowed to enter the garage, I should be allowed to leave, regardless of time. At the very least an employee should come tell me that "the garage door will be locking in X minutes, you should move your truck outside in order to ensure you aren't locked in". Thank God I am a smart, healthy, adult. If an elderly person or someone less capable found themselves in my situation, the outcome could have been much worse. Also, the bathrooms are locked and out of order because the staff doesn't want to have to deal with cleaning them. What if I have to use the bathroom after the main office is closed? Unacceptable.
Gunnar H | Overall ExperiencePrice is a bit high
Sean H | First ImpressionsThe gentleman who helped me was very helpful and went out of his way to make the transition as smooth and trouble free as possible. My wife is very sick and was unable to come to the facility to help with the transition. I believe the person who helped me was Paul G. All people who are in the service industry should have his attitude.
Robert D | First ImpressionsGreat storage and packing/shipping store.
ALAN U | Overall ExperienceStaff very helpful and friendly
Jackie S | First ImpressionsI am very pleased with my experience with this facility. The facility was always clean and I never saw any bugs. I would suggest additional lighting as I frequently visited the storage area at night. Recently there have been issues with the public bathrooms in the storage area.The staff was always helpful and corrected credit card billing issues .
TRUDY L | Overall ExperienceMaybe one staff member I talked to was friendly the rest were not generally happy to be there. The bathroom is the most disgusting public bathroom I had a good laugh when I walked into it. I had told the guy I talked to someone on the phone about emptying my locker and the grace period to get the money back since I had just been charged and the very first thing he grumpily said is "I've never heard of such a policy". Nothing like "I'll look into it", or "let me help you figure this out". Just an immediate dismissal. When I certainly did get my money back. Pretty terrible customer service on that end but oh whale Storage unit was clean. I canceled my unit to get something closer and more convenient.
Jaimee K | Overall ExperienceThe promotion was unclear. Still not sure if I could take advantage of it. There are several spots in the hallways where there is debris. I like that the loading/unloading zone is big enough to accommodate several vehicles. Overall a pleasant experience thus far.
David M | Online Move InVery good service
leroy h | Overall ExperienceNon communicative. Not easy to make changes. Did not answer calls.
MARISSA G | Overall ExperienceExcellent storage facility. Great place to store your belongings. Safe, secure and well run.
David N | Overall ExperienceCrystal Lake U-Haul has been my go to for all truck and storage unit rentals. Great service and never had an issue. Every employee I have met, has been professional and courteous.
Robert J | Overall ExperienceI now have two units with this facility and I have green please with the services
TRUDY L | First ImpressionsT
Vincent K | First ImpressionsThe answer to prayers. Moving is so stress. Thanks for making it easier.
Bonnie R | First ImpressionsExcellent storage facility and staff.
DIANE C | Overall ExperienceU-haul as a company was easy to work with and cost effective. The problems I experienced was with the app. I found it very difficult to work with and throughout the process U-hauls first approach was to ask me to "go to the app". Most often I wasn't able to access it so I had to call and find a person to talk with. Across the the whole move project when I could reach a person, I found U-haul to be professional and helpful with excellent follow-through.
Robert G | Overall ExperienceThey were very polite and helpful.
Catherine J | First ImpressionsU-Haul was constantly raising my rent and I had no choice but to leave my unit and sell have my stuff. When I did get my stuff out of my unit half my things were destroyed by mice and I found a dead mouse in my things. I would not recommend you to anyone I know
Tanya G | Overall ExperienceRental area was clean although my unit had a rat trap in it. But, it was dry and the door moved easily. The available restroom however was not open every time I visited it which was disappointing. Overall it was a good facility with easy access. Some loading carts were better than others, so use a good one.
Tom L | Overall ExperienceExcellent location and friendly staff.
Michael E | Overall Experiencethank you to all your staff, been with you guys a few years and with your low turnover those guys get to know us and make the moving process easy.
Gina H | Overall ExperienceSpecial thanks to the team helping customers. They are the best!
KEVIN M | Overall ExperienceManagement and staff are helpful, patient, and informative with directives.
Glenda A | First ImpressionsFirst time I've ever needed a storage unit and it was very nice. Paul, manager was professional and helpful, other guys at the counter were also very helpful and knowledgeable. Highly recommend!
Julie Y | Overall ExperienceEverything was fine but the outdoor units have gaps and I had a lot of things destroyed by mice.
Robert F | Overall ExperienceGreat facility with easy access and courteous staff
David N | First ImpressionsI rented a trailer still in my possession due to being told I'd be able to unload it after hours and then it being locked. Now I have to get another driver. Pay more money I DONT HAVE to get there during business hours so I can access the bay door we were told we could get into. They were slow and unprofessional. Hung up on phone calls stated they can keep calling buy won't be answered. The customer service line was just as rude when we were trying to get help. If I didn't need the storage right now I'd go somewhere else!
Emma E | First ImpressionsMovers where great
Michael M | Overall ExperienceShould off discounts for rental of truck or storage for first timers
Sharon F | First ImpressionsI was in a situation where I needed a storage unit quickly. The knowledge and professionalism of the people at U-Haul Crystal Lake gave me the ability to store the remaining items from our house. Thanks for the help!
KEVIN M | First ImpressionsNot much more to say, your staff was great, the storage facility very nice, no problems. My wife rented a storage unit from 2021 -> 2022 and was also very happy so we decided to rent from you this second time (this time in my name)
ALAN J | Overall ExperienceThe bumps in the concrete need to be fixed. It was sketchy moving glass items
HOPE K | Overall ExperienceGreat place. Kept my things safe and the facility is clean. Staff is always nice.
Taylor E | First ImpressionsSomeone accessed my storage unit without my permission sometime during the summer. Stolen were sentimental things (irreplaceable) such as my only remaining senior picture, a Navajo doll (gift from my part-native grandfather), and a 1975 organic gardening catalog with my grandfather's name on it. Very upsetting.
Tanya M | Overall ExperienceCounter people very helpful and lady in back too.
Greg W | First ImpressionsCam was very helpful, knowledgeable.
Julie Y | First ImpressionsAwesome as always. Moving, storage, truck and trailer rentals are always a pain. CL Uhaul makes it easy. Gracias.
Rick H | Overall Experience