The cell service is horrible, which made it nearly impossible for us to complete our rental. It ended up taking us 2 1/2 hours to get through the mobile rental process. Just ridiculous.
Eric S
Customer Reviews for Your Storage Center at Flying Horse
(U-Haul Neighborhood Dealer)
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.
Excellent service!
Randall MVehicle was under two feet of snow and I spent 30 minutes cleaning it off before I could even start my move. The person running the location and showed up late as well. Vehicle was clean and worked just fine.
Brian TThe drop off location was great
Garrett BConvenient location but Cell Phone Reception (Verizon) was terrible resulting in a long, frustrating process to checkout/checkin after hours. The Vehicle was good but not "spotless" clean and had fault lights showing (tire pressure and oil change) but worse, it smelled strongly of the overpowering cologne of the previous user - I had to ventilate it overnight with charcoal filters to make it bearable enough to use.
Nathan WThis so far was the best rental PLACE we have found in the last 6 months. I think we have rented at least 6 trucks. It was easy to pick up an d drop off. We intend to use them again.
John KNot staffed.
David CJohn great customer service. Professional and courteous.
Marcial DThe cargo van was the most uncomfortable vehicle I've ever driven. Instruments too many and to hard to read w/o putting on my reading glasses. The agent was courteous but I miss his attention when first taking possession ov vehicle. Not interested in dealing with another app.
joe HHey, said that he would take and text you guys or email and let you know about the windshield wipers to get contact with me please
Valarie CVery friendly, very thorough i. explaining the rental process. Highly recommend them.
George NCustomer representative was polite and answered all my questions. He was clear on his instructions of rental of the vehicle. He explained rates and terms and I had no issues. One of the best things he told me was to look on the rental agreement and there was a section on "how many gallons of gas" to put in based on where the fill tank was!!
CRAIG LStaff was extremely nice and friendly.
Matthew TJohn provided the highest quality of customer service. You should use him as a trainer for other locations.
MARK SWe did not purchase SafeMove and opted out of it. When I went to pick up our truck the manager never stated anything about SafeMove, yet we were charged for it on our receipt from drop off. We also arrived at 1:30pm to return the truck, the storage unit gate was wide open so we parked the truck there, there was a large LED blinking OPEN sign on the front so I tried to go in but the door was locked. Since the gate was open I figured the staff might be helping someone with the units so I waited. After a while I tried the door again and saw someone sitting behind the counter. I waved and they gestured for me to go away. I didn't understand this because, again, there was a 2 foot long OPEN sign blinking in my face, it was raining and I was standing there wondering why they would turn away a customer during store hours with an open sign on, then I saw a small clock paper taped to the door that said Be back soon. The guy behind the counter finally came to the door and told me he was on lunch and to come back. They only have 2 vehicles to rent out and spend the majority of their day sitting at the counter on their phones. I've been to this location several times and the manager is on Facetime every time I see her. He told me to use the app, the same app the manager couldn't get to work to rent the truck to me in the first place. It never works. He refused to help us and told us he'd be done with lunch in 15 minutes and we can wait. Lunch at 1:30pm when the place closes at 4:30pm and he left the Open sign on and the gate wide open? This was so unprofessional. He didn't even understand why I kept telling him if he wasnt open he should turn off the giant open sign. It would have taken 5 minutes for him to help us return the truck and then he could go back to doing nothing until closing. They are never busy, never check the equipment. The last time we went the windshield was cracked, he had no idea, this time the cargo area still had garbage in it. I get that people need breaks, but don't leave a business wide open, have contradicting signage, and expect a customer to believe you need a break when you don't do anything and rely on an app for all customer interaction. If theres an app for this, then why is he there, what does he need a break from and why is he being paid to play on his phone?
Jamie MNot much, honestly. The guy working was great, the equipment was in great shape and the whole process was straightforward.
Jaime VNo cell reception
Steven WStaff was great, location easy to access.
Brian SExcellent on all accounts
Christopher WEasy process. Kind and patient associate with all my questions. Thank you!
Jamie MThe van rented was dirty and while using it, we found a loaded hypodermic needle in the cab. This is not only a cleanliness issue but also a safety issue for occupants.
Kyle WGreat location. The cargo area of the van needed to be cleaned out, lots of salt in it
William MKelly at the front desk who helped us was fabulous! Very personable & excellent customer service all around! Will be back!
REBECCA CThe truck was clean and easy to access. The problem were the bald tires, in which we got stuck in the snow in Black forest picking up a large executive desk. Fortunately, we had two guys push in the front and a third on the back rocking the truck while I drove to get it unstuck. Those bald tires are unsafe to drive in Colorado Springs, in the Winter, even in short distances.
Calvin PPerson working was nice but seemed confused about mileage and how to get me the best deal. I was told the truck I was getting would be the bigger truck for the price of the smaller truck because the smaller one wasn’t available . I still got charged the full price and seemed very expensive from what I was originally told .the way u haul is doing pricing seems like it’s designed to confuse the customer into paying a higher price . Maybe offer training to unconfuse your customers and u haul computer system kept locking up , the employee stated u hauls computer system never works right . I think the employee did the best job he could given the misinformation and confusion u haul provides
Linda GNothing - was great!
Pamela KGreat work. Fast, efficient, and easy experience.
Stephen DJohn was courteous and efficient and I would absolutely use this location again! It turned out perfectly for my needs! I have already recommended it to my family!
Nancy LPicking up the truck using the app was a pain. There were too many finicky steps, scans didn't work the first time, and the whole experience took over an hour, most of which time was not credited back to my rental. The final hassle was that the gas gauge reading on the contract was inaccurate. I was never asked to confirm it, and the discrepancy cost me about $50. I called to try to get it corrected but was passed from department to department again and again until I gave up. In the future I will avoid using the app to check out a vehicle (Truck Share 24/7 / live verify FAIL!).
Joel BVan was dirty on the inside and outside. Food was in the door pockets and sand on the floor.
Simone JVery friendly employees, but I would recommend providing a phone number that is easily reachable. I was given two seperate numbers, neither of which was ever answered, nor was there a answering service. After talking to the GM, I was given a third phone number that supposedly would reach the office and provide an answering service if needed. Twice I had to drive to the office just to confirm reservations....Other than that, anyone that I have ever dealt with is professional, helpful, and friendly..
Jess SThe location manager Leslie is a pleasure to work with. U Haul needs to fix it's janky app takes 3 or 4 tries to get things going for a rental
Art BSystem was down so it took us over an hour to upload our driver's license, front and back, picture of myself, and credit card info. Also, the vehicle was low on gas so we had to fill it up after going through all of that and the seat didn't adjusted forward correctly. It was stressful and delayed our timeframe.
paulandjacki sI tried to pick up the truck before business hours. I couldn't figure it out. Came back after they opened, was provided a link to go through the pick up process and it didn't work. Perhaps it had something to do with me using an Android phone in dark mode or maybe, in hindsight, it was my browser.. I prefer a Chrome-based browser named Vivaldi which is normally very good. A very helpful employee was able to use his iPhone to run me through the process. So there is room for improvement on how the website is presented to a phone in dark mode. This put me about four hours behind schedule. Not good.
Scott CThis is not a true U-Haul location, but a storage unit location that also rents U-Haul equipment. Late on Labor Day, Leslie was very helpful. I was going to do a truck share, but was able to interact with a live human. However, I returned the van after hours and the process was a bit aggravating. Although the process is easy, answer a few questions, take a few pics, the web site was very slow to respond . I had to attempt uploads of the pics of odometer and fuel, and then the condition of the equipment, several times. Each time I tried, I had to start from scratch.
Warren LThe representative at this location, Leslie, is very helpful and personable
ARTHUR BI have rented from this location 3 times now and Leslie has always been such a joy to work with, making the whole process easy and trouble-free. Great job!
MARK DOutstanding customer service.
Peter WExcellent customer service at the Cube Smart Storage office.
ARTHUR BThe rental van was not at the facility per agreement when I arrived, and I had to wait over an hour for it to arrive. The on duty manager, Kelly, is excellent, but he cannot make it show up. I had to change my plans for the van, since now the fact that the dump closed at 4PM was limiting, and drive twice as far. I overpaid for this van and would like a 50% refund.
James RStaff was friendly, courteous and helpful. Automated turn in process was a little clunky.
Charles LI had troubles using your app and website to return the truck. I am still waiting to hear back on a refund, because your system did not let me return the truck and charged me an extra day.
Thiago FVan sucks. Instrument panel dark, can,t read. Seat uncomfortable, need tech support to find AM on radio. 80's style van more user friendly.
joe HI dropped off using the mobile app and it was super easy to use.
Tamera RWent to go pick up my UHaul and it wasn't at the specified location. Ruined my move in plans
Joe ASaturday, Jul 2nd; Gentlemen at front desk was outstanding! Great customer service, and very pleasant.. Made me feel important. Unlike so many others this day and age….
Jess SVery friendly staff. The person at the front desk made sure that everything looked good on my reservation and that I had all the items that I ordered online. He was very informative about the return procedure and showed me every step how to return the truck
Dominique VWe have dealt with this same lady in the past and again recently. She’s great!
Buford TI've rented trucks from these folks twice and both times the vehicles were almost new, clean and in excellent condition. Very easy to drive for what it they are. When I need a truck I will be back.
Harold SGreat service and equipment. Will use again.
Mindi HJohn and Lesley did everything they could to make may rental successful. Thank you.
Philip SWhile mechanically OK with the exception of the heater/AC system stops blowing when you are accelerating, the truck was beat. Ton of damage. Dirty outside. Vehicle is about due for retirement.
James LWindshield had a rock chip at pick up. Pre drive inspection did not have a section to report a windshield rock chip. I had to have the employee take a picture of it. Other than that improvement you have a pretty good operation.
Joseph HThe cost
GABRIELLA PThe only issue was that a homeless person had been sleeping in it and left garbage in there.
KAY HFound it was much more expensive than what your advertisements gave. Too many hidden charges.
GARY GExcellent experience
Jeffrey BThe truck seemed to have some issues while driving. But the main concern is when we got the truck the fuel was below a quarter tank, we took and submitted photos of the fuel gauge at that time. Before returning the truck we put $15 in the gas tank and returned it with more gas than we picked it up with. The woman who met with us at our drop off time told us that the gas tank was empty when clearly it was not and said that she still has to charge us for the gas being low?? When we returned it with more gas than when we picked it up.
Dominic W