I'm still getting late notice mail from you, despite having an acknowledged close out of my storage facility. This survey is to rate my experience post use, yet the billing department can't get on the same page?
Maxwell S | Overall ExperienceCustomer Reviews for U-Haul Moving & Storage of Rock Island
Testimonials From Recent Customers
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Trailer had 3 new tires on it. Went 100 miles and had flat tire. Tire was dry rotted and bald. Had to wait 2 hours to get it replaced. Will not use u-haul again.
DONALD KI called the U Haul dealer near my home in Bettendorf, Iowa to rent the truck. Prior to pick up, I was told to pick up the truck in Rock Island. The man who took my reservation did not tell me that one way rentals might have to be picked up at a different location. I called Rock Island and the woman told me she always tells customers that is a possibility. I was not very happy about driving 20 minutes to pick up the truck.
JEFFREY RI had problems with the truck I will not recommend haul anymore
HENRY SThank you for accommodating me
MICHELE CWhen they repaint the lines for the parking spots for the trailers, they could do angle parking instead of being straight to make it easier to back the trailer in for dropoff.
Tim BYounger dude at the front desk needs to work on his customer interface a bit. I didn't have any issues, but there is some coaching that could be done. GM was excellent, she helped out with a minor mishap at check in and was extremely personable.
ETHAN GI was told when I got there that the $15 safe mover was required at this location due to someone totalling one of their pick-ups. I questioned why it was an option than and the clerk said the systems hadn't been updated. I indicated when I reserved the truck that I would have it until 8pm. Then when I got there I saw on my receipt that there was a $20 charge for returning it after hours. When did this start? The truck had 1/16 of a tank of gas. They told me to return in with 1/4 tank and I would get a credit. It used to be just return it the same as you got it. I used to just check out online and put the keys in the drop box. Today I went with the impression I'd spend $20 to rent the truck plus mileage, but there were a lot of upcharges.
MELANIE RExcellent and polite service
DAVID JExcellent service. Friendly staff. Would recommend this site for truck rental.
Terri SI wanted to rent the trailer I had for one more day but they said they had them all rented out for the next day. I returned my trailer the same day and then looked online the next day and they still had the trailer I needed avaliable for rent. I do believe emily was the one who said I could not rent it for another day they where all booked out. She works at the moline Illinois location.
HEATHER YNotify customer of any changes the day before the pickup day.
GREGORY PImmediate courtesy and service. I didn't catch the individuals name but she was quick and efficient. The location is nice and open and well marked and setup for drop off's.
BRANDON LTop notch customer service. Very helpful staff!
Benjamin S | First ImpressionsOffice help was very friendly.
MICHAEL SI am still a little confused on how to use the Alarm system.
Virginia V | First ImpressionsExcellent, as always
ANTHONY BNothing everything was good.
KIM HI'm happy I chose U-Haul Moving & Storage Of Rock Island to safeguard my belongings. The staff were all helpful and willing to assist. The office carried all the supplies I needed for my move, and the 10x10 storage exceeded my expectations. The storage facility is secure, well lit, and very clean. The restrooms were also very clean and sanitary. I highly recommend U-Haul Moving & Storage Of Rock Island.
Celestino S | Overall ExperienceU-haul has been tremendously helpful the past 2 years I have been traveling for work, from storage to trucks and trailers, everything the company offers has gone smooth and staff are always friendly and helpful. Can't thank them enough!
Jason G | Overall ExperienceThe staff are great here and have always been very helpful the past 2 years I’ve been renting at this location.
JASON GThe employees were friendly and knowledgeable. Excellent customer service! Gracias
REUBEN HDon't change anything. Easy and convenient as always, with great service!
ANTHONY BGreat people to work with.
ARTHUR BI rent from this location a couple times a year. Always good service.
GABRIEL SA great bunch of Employees! Great job
James H | First ImpressionsEmily and the entire staff at U-haul were excellent.!Their customer service was awesome. I would highly recommend them to local and out of towners as well Emily is as well as her predecessor are just very nice and displayed a lot of empathy. I just had a heart attack and they were again just Awesome. I love the entire team to the moon and back. Out of 5, I would give them a 10
Stanley E | Overall ExperienceGreat service
VICTOR JIt was a really smooth drive and I would definitely rent from this location again.
FRANKLIN DWell when I called and was quoted $29.99 a day and went there I was shocked by how much it really was going to cost - $105. I had to pay .99cents per miles.
DEBRA MThe staff was ALWAYS friendy and helpful. The facility was practically spotless all the time.
Tammy C | Overall ExperienceI'm a two peat customer Rock Island Illinois! Answer's and instructions to the t! Jonas explained very precise order.very comfortable experience!
ROBERT AEverything went well. Ladies that took care of up we're great!
KEITH PYou said you would send my reciept. So far I have not found it Everything else great.
SYLVIA RThe workers are always friendly and ready to help!
Mistie R | Overall ExperienceVery good service staff very knowledgeable and helpful
WILLIAM HN/C
DARRY DThe iron hitch install was perfect. Thank you Joe. The wiring had to be reordered for a later install. Thank you. Grant McManus.
grant mGot me what I needed when I needed it for an affordable price
JOSHUA KThere was no personnel at the drop off location, that was not an issue
JEREMY GRented from this location often. Fantastic customer service.
THOAS KThe clerk who checked me in was very kind and helpful. Overall a great experience.
HEATHER MI was very impressed with this well managed operation.
DOUGLAS CThe staff and customer service are AMAZING! Thank you for all that you do!
JENNIFER Ggot me what I needed when I needed it
Josh K | First ImpressionsJoe is an excellent employee who goes the extra mile for his customers in Rock Island Illinois. Even noticing low tires in my vehicle and offering to air them up to recommended tire pressure! You don't get this kind of attention to detail and safety as often these days. I highly recommend his install and customer interface and would gladly recommend him and the UHaul location in Rick Island Illinois
Edward SEmployees were very friendly and helpful.
MICHELLE WBetter instructions as what to do. The instructions were to call when returning the truck, but no one picks up. There was someone walking around that we asked and took care.
Amanda LThanks again. You’re always there when we need you for our moving needs!
MICHAEL RThis was the worst experience I have ever had. We reserved a U-Haul months ago for my daughter to move. They upgraded us from 15 ft to 26 ft.. which was way too big plus the cost of gas was crazy at 7 mpg. Her friended up broken because the U-Haul was too big. The person I spoke with was rude. They had the mikes calculated wrong. I will never use U-Haul again Extremely pisded off customer Then I got charged additional $ 147.98 because they gave us too big of a u haul and calculated miles wrong,
GREGORY MGood people!
Dan dThe Rock Island location was very helpful and the customer service, for the most part, was excellent. I did have one issue when I went to pick it up. The drop off location was not in their system, but yet I was able to select it when scheduling my U-haul. I provided the checkout lady with the address, but she said I could just tell U-haul ( another part of the company that handles the drop offs) my drop off location when they call. Well I missed the call and I called back over a dozen time, it puts you right on hold and then you never talk to anybody because they never answer the phone!!!! I was on hold for several hours over two days and nobody could put me in touch with the people that take care of the drop off. That part of the whole transaction seriously needs to be addressed because it ruined an otherwise good experience.
Tom BThe staff were friendly and helpful and the facility was clean and modern.
Celestino S | First ImpressionsOverall very good experience and staff was great to work with!
JAMES VGenial
ALEXIS MStaff was attentive and helpful.
Elizabeth DIf I need a storage unit again I'd definitely use this company and location again. Clean and very convenient.
STEPHANIE N | Overall ExperiencePrice could of been a little less as we only had the Uhaul for 2 hours which was half the estimated time.
STEPHANIE Nthank you
Juan A | Online Move InI had to take the truck for about five hours longer than I wanted to, at around midnight I was pulled over by the police because the light over the tags was burnt out, they were thinking about giving me a ticket, which would've been fun as heck because it's a rented vehicle, the other issue was that the dash lights all switched off, when you put it in drive so basically I didn't know how fast I was going how much gas I had if the engine temperature was going above normal, not a great way to get into a vehicle and find this out literally 12 hours after renting. On the other side of the coin, the staff were excellent, they really know their job and excel at it very well, the store was clean and organized, and they should be very pleased with their efforts.
Richard MFriendly and helpful staff
Terri MNo ramp was in the u-haul. Bunch of hidden fees definitely not the $19.99 advertised.
Francisca IMy rating would have been a perfect rating had I not had to extend my rental practically every day because of rental shortages or whatever you guys want to call it I should not have had to do that you should have plenty of inventory and I should not be limited on how long I can rent the vehicle for especially if I am paying you for the rental time
Brian HGreat moving company. Office staff very knowledgeable and accommodating.
Brad KThank you, Rock Island U-Haul storage facility for being a clean facility. Everyone was helpful and kind. Your service was greatly appreciated.
Nacole J | Overall ExperienceStaff are fantastic!
Todd H | Overall ExperienceAll the staff were friendly, and helpful when needed. Security was very solid. Very pleased between the storage rental and the truck. Would use again if i had need for services.
Angela H | Overall ExperienceStaff is always friendly and helpful. Thank you
QUENTIN B | First Impressions¡Gracias!
Chloe R | First ImpressionsVery clean and nicest employees I’ve dealt with.
shelia g | Overall ExperienceThe first storage to small wrong size so I have to rent another one spending money I don't have now I have two storages
Ruby P | First ImpressionsFacility was extremely clean and secure.
Susan T | Overall ExperienceWould have liked to had access past 10:00. Everything else was perfect and was a great price
Lindy S | Overall ExperiencePricey but well worth the price for the climate control and ease of access.
faith d | First Impressionsworst scam artists ever , just out to steal money
Gabriel C | Overall ExperienceThe area where my storage unit was had no lighting. It was very dark and felt a bit unsafe. It was also in a corner of the facility where they were some odd dead ends that became almost maze-like to get out of. There was an emergency exit door where the fire alarm had been disabled very close to my unit. Its wiring box was removed and wires were disabled and exposed. I reported this the day we moved in and was told it would be repaired but it never was. A storage unit in my aisle had been partially cleaned out for a couple of weeks with broken glass on its floor and the door left open for those couple of weeks. The loading and unloading bays are very convenient.
Ted T | Overall ExperienceGreat and efficient experience! The facility was extremely clean and secure. ¡Gracias!
Susan T | Online Move InVery happy 2 month experience. I will definitely recommend UHaul!
Eileen M | Overall ExperienceVery easy & accessible & great customer service by the workers on site
John M | Online Move InThe facility where the storage unit was located was great and the office staff were courteous. The problem I have with my U-Haul experience has to do with the emails I received from Jett Rossi. threatening email I received from after I had notified U-Haul, in person in their office, that I would not need the storage unit after the end of December. I went into the office on December 26, 2023 and provided this information. The counter clerk went into the computer and pulled up my account. He verified that we had paid until the end of December 2023 and told me to make sure I had everything out by December 30, to leave the lock off, and that the next time they were in the office (after Dec. 30th) they would inspect it. My response was a question about taking the lock with me because we had paid for it when we rented the unit and he said yes it was mine. We had no trouble complying with these instructions, we had the unit emptied by 1:00 pm on 12/30/2023. On January 4, 2023, I received an email from Jett Rossi that said: "We have not received your monthly payment for storage room #1516. The rent was due on 12/30/2023. A late fee of $28.99 has been charged to your account." So I called that day and report the exact words I have written in these comments and that I was not going to make the January payment and I was certainly NOT going to pay a $28.99 late fee! The person on the phone said they had "taken care of it". BUT WAIT, THAT'S NOT ALL: On January 12, 2024, I received a libelous and threatening email that said: "Your rent payment is now 14 days past due. An additional $0.00 pre-lien fee has been charged. We hereby make immediate demand for full payment in the amount of $181.19. If full payment is not received within 14 days, your right to use storage room 1516 shall be terminated, a $50.00 lien processing fee will be assessed, and a contractual landlord`s lien and any applicable statutory liens will be imposed on the personal property contained within the room. If you have not already sent payment, please send your check today or go to uhaul.com/signin/ to remit payment and resolve this matter." So I called the local U-Haul phone number and it kept going to the call center in another state. The call center rep was very nice. I told her I keep calling the local number and it keeps forwarding to the call center. So she let me know she had sent an instant message to Jett Rossi. IDK if this is taken care of or not, I have never received a confirmation email or a follow-up email to let me know my account has been closed and a thank you for being a customer.....I hope the account is closed and I am not going to get another threatening email on January 22nd, because that will be another 10 days...only time will tell because goodness knows Jett Rossi doesn't have the courtesy to call and apologize for demanding payment because someone did not do their job and verify the unit was empty and left clean and someone did not do their job and go into the computer, pull up our account, tick whatever box was supposed to be ticked to close the account...just saying I'm glad my life did not depend on whomever failed to do their job properly.
mary p | Overall ExperienceWe ended up needing a larger storage and the U-Haul employees at the storage we're fantastic!!!! Super helpful!
Angela C | First ImpressionsThe facility always was very clean and well-lit. I didn't have much contact with the staff but, when I did, they always were very friendly and courteous. I had not intended to keep the unit for so long (2 1/2 years) but always found it in immaculate condition.
Jennifer M | Overall ExperienceGreat experience. The men at the service counter were first rate and helped whenever we needed anything. The facility is a little hard to use, however. They have key cards that are suppose to stop alarms but when you open you unit, the alarm sometimes still rings. It's hard until you get accustomed to the order to do things. Overall, I would recommend them to anyone!!
Carl S | Overall ExperienceEveryone was friendly and the u-haul was very clean in and out
Inez C | First ImpressionsThe storage facility was always clean. I only was inconvenienced when the lights went off and I am deep in the cleaning task. It was hard to navigate to the hallway for a returning light.
janice w | Overall ExperienceVery clean, accesable and secure.
Bert W | Overall ExperienceThe service is Great I will recommend you to everyone
nickolas a | Overall ExperienceI don't know where to start and I don't think there is enough space to write about my experience. From beginning to end I was taken off guard by the niceness, kindness, helpfulness and professionalism of Jett who is the assistant manager. He was not rushed and he seemed to genuinely care about helping me save and to get the best for my money. They ran out of the storage unit I wanted and he upgraded me to one for the same price. He was patient and even help me find extremely reasonably movers who were fast and also friendly and nice and even drove me to the area. The storage area has maps posted to assist you to find your unit (it is a large area) . I have never seen a storage unit such as this and I have had storage most of my life and they are usually basically the same. This area is secure and each unit has temp control and its own alarm system and is obviously well maintained and really clean. I walked into the U-Haul storage customer office not feeling well and sort of dreading what I thought would be another place that would try to drain as much money out of me as possible, but this was far from the case. When I left the office I felt very good and happy to know there are businesses such as this U-Haul business with people working there like Jett. I truly believe if people were aware of the services etc., at the U-Haul facility on 38th Street in Rock Island they wouldn't go anywhere else. Plus there are so many aspects to that particular U-Haul (I never been to another U-Haul Rental) facility, I believe they sale everything anyone would need to move to facilitate their move. I can't say enough about the wonderful service and nice people associated with U-Haul but I must stop here. However, I would strongly advice anyone needing storage or to rent a truck, make sure you check out the 38th Street U-haul facility before making any decisions.
Loretta T | First ImpressionsThe only reason I moved out is because this company goes up on its rates every year. Maybe they should grandfather prior customers in to the rate they are already paying
Tiffani H | Overall ExperienceThe storage facility was always clean and well lit. The staff was very knowledgeable, friendly and helpful. I would definitely recommend to family and friends.
jahzara o | Overall ExperienceThank you for great customer service at my location!
dawn g | Overall ExperienceVery pleased with the entire experience. Staff is always very polite and respectful. Gracias.
Jelseca W | Overall ExperienceBest storage solution for the entire QC.
Thomas D | Overall ExperienceI wish the garage area required a code to enter. Sometimes I was there by myself after the office closed and anyone could come in. I had someone come through riding a bike around 6pm one night. Made me uncomfortable.
Beth A | Overall ExperienceBathrooms were extremely dirty…
Austin M | Overall ExperienceIt's always clean and well kept. The lighting is excellent and the staff is super helpful and friendly.
Stephen D | Overall ExperienceGreat staff. Everyone really helpful and professional. Always professional appearance. Have been to other uhaul business this facility is far beyond those.
MICHAEL C | Overall ExperienceGreat experience. Having garages to pull into to unload was bonus.
Anthony F | Overall ExperienceBest storage ever and reasonably priced
bryan s | Overall ExperienceThe staff at the Rock Island location were extremely professional and addressed every concern I had regarding this time with them. I have been at a lot of storage facilities throughout my life in multiple careers and I have never had the pleasure of working with a staff such as the ones at this location. I truly want Mr. Caleb and his team to know how valuable the encounter was with him and his staff. Great job and continue to do what you all are doing. Thank you all so much for restoring faith back into the human race for me. Kenny Williams
kenny w | Overall ExperienceYesterday my fiancé went to unload our storage unit we have had at your Rock Island location for several months. We were on a time crunch moving our homes and also were unloading the unit before the next months rent was due. He went after hours to unload as thats all the time we had that day. Upon renting this unit we were not informed that there is a side door to load and unload. We were sold on it because it was so close to the main entrance and how convenient is that? My fiance unfortunately got his keys locked in the facility leaving his vehicle wide open and unlocked- our storage items wide open and unlocked and him stranded. He frantically called me for help, but we still cant leave our items there for the taking. He then called Caleb Williams phone number who was listed as GM "after hours help" line after trying to load the app which would not work. Caleb continued to forward both of our calls until finally turning his phone off. My fiance was able to get back into the building to get his keys when he realized the large doors in the front by our unit and also where he loaded everything to were not opening. Again, this is not something we were told upon renting and we did not know about the side door as it was all the way a crossed the unit and your General Manager was refusing to answer his phone AND it is posted nowhere on the building or doors. So once again he was stuck because some of the items were too big to fit through the smaller door. Caleb finally responded via text about the side door. Caleb was very short and rude and showed an unwillingness to help, respond or apologize. What should have taken an hour or so took 2+ hours. Caleb has continued this behavior upon us asking for his customer service line or boss so that we can report his behavior and even proceeded to cuss at my fiance and exclaim that he didnt understand what the problem was and not to bring our business or our businesses business back. This is a very poor decision on his part. Why have a GM on call help line if they refuse to answer or help? What if my fiance was unable to get back in the building and his car keys remained locked in? What would really go a long way is for a GM to be helpful, considerate and compassionate because moving items can be very stressful. A simple and sincere apology from Caleb would go a long way. Rest assured that as GMs of this community we will not network for, recommend your services to our customers, or use them again in the future without the behavior being addressed and corrected.
RYAN P | Overall ExperienceVery clean and someone was always there to help
Theresa G | Overall ExperienceWe need short-term storage space, with little notice. We checked in online, quickly received all of the necessary information, and checked out a few weeks later with no problems. The process could not have been easier.
Adam B | Overall Experience