When a lady from U-Haul contacted me a few days prior to the rental to confirm, I told her I had just rented a storage unit at the U-Haul located at 2436 N Verity Pkwy Middletown, OH 45042. I asked if I should pick the truck up at this location as it was my understanding that I rented it from there. She clearly said yes and I asked if everything was ready then for me to pick it up. She said yes I was all set. So on the correct date and time I went to the U-Haul at 2436 N Verity Pkwy and tried to check in via mobile for my rental. It said I was in the wrong location according to GPS. So I called the customer service number and had to wait several minutes for a rep. She finally came on and had some trouble figuring out the problem. By this time it was 2:15 pm and I was to have the truck from 2:00-6:00 pm. I told her while she was trying to figure it out I will drive to the U-Haul at 630 N Verity Pkwy. She said yes that was best so I could speak face to face with someone (this even though I picked mobile check in so I wouldn't have to speak with someone face to face). She then ended the call. At the other location it took some time for someone to appear at the desk and then there was much confusion trying to figure out the problem. I then had to finish check in via mobile and there was a problem with that for some reason. I finally got the truck at 2:30pm, losing 30 minutes of my time. Once I got a load to take to my storage unit the code I received via email would not work. It said access denied every time I tried it (5 times). I called customer service again and there was confusion AGAIN. It began to snow and was freezing but I had to wait there by the check in card reader for instructions. This wait was 1 hour. I finally told the lady that I was going back to the other location at 630 N Verity Pkwy again and she said yes I should AGAIN speak with someone face to face. So I did. AGAIN confusion! The gentleman there said that they have been working with a third party who has not been pushing the codes through and that this has happened several times. I asked can I please just have a card to swipe. He agreed and then walked me through the steps on how to gain access. I never would have gotten it correct had he not done that as I had no idea I was to swipe or type the code nto 2 card readers. Then he had to draw me a map to find my unit. This took another 30 minutes. So I lost an ENTIRE 2 hours of my 4 hour allotment with the truck. By the time I drove back to my storage unit and dropped everything off it was time to return the truck BACK to the other location at 630 N Verity Pkwy. So I was only able to get ONE truckload of our belongings to the storage unit. Overall a TERRIBLE experience. While the gentleman manning the desk was very nice and apologetic the fact remains that I had a terrible time with this rental and can only hope nothing happens with the storage unit. I also asked the young man if I could have another card to access the unit and he said no I could have 1 card or the code, not both. So I chose the card since the codes don't work. Now I have to share this with my brother and have to drive to Monroe to get the card from him every time! And I will now have to just take several loads of items in my personal vehicle as I cannot afford the expense of another truck rental. What a mess!

Great experience!

There’s no 24 hour access into the building after hours

Employees don’t know anything. Pin never works. Have to drive back and forth to an office to the unit and still can’t get in with a card they give. No organization at all. Price so high you think you’d actually be able to get your unit and enter it? Nope not here. Wish I could take my stuff anywhere else.

I have redeemed a free month with u-haul and my receipt says that I don't owe anything until December of 2020 and today I went to my storage unit and they have it locked with a note saying I failed to make payment on my storage unit and I want my stuff back ... I have a receipt that says I have until December 14th 2020 before I have to pay anything. I will take this to small claims court if I have to ... This is unacceptable. My name is Carl Manns

The Billing system was a little difficult at first. The address to where the payments were made was different than the place of storage and caused late fees. Also the storage was being paid in advance at not after usage. My brother in law was able to pay the bills on line. This was helpful. He did not have to mail payments or drive to Middletown. The storage was set up for my nephew so he could have his things safe. The parking lot did have some broken glass occasionally but was mostly clean.

The security system continuously goes off. Even when I do every step correctly. The employee who was explaining it to me was rude. Also, I was told online it was 24//7 access, and it's not. This is the ONLY reason I wanted this unit because of the 24/7 access. You need to remove the 24/7 storage access from the outside of your building. The whole experience with storage and the security system and the customer service i have received is poor and I WILL NOT recommend to anyone.

At the storage unit I didn't know that there is one keypad you have to check in at. Once that was figured out it was great. Definitely is a secure place to store my items. I also love the courtesy equipment! Made it so much easier to move my items in. I will definitely recommend it to anyone looking for a storage unit!!! Very happy with my choice.

Was rented a bin that was already rented to someone else.luckily found one that was not locked and put my things in it and fixed at the office today

I have a storage unit that was supposed to be 24 hour access but come to find out it's not in fact it is only from like 9am-10pm or something like that. I was mislead due to false advertising which stated 24/7 access and move in anytime. When I go to my storage unit the alarm goes off Everytime and we don't feel welcome and usually the cops come and circle the place and it gives me a bad name like I'm doing something bad when all I'm doing is trying to use my storage unit. And the rental of the truck was not clearly stated that the insurance was charged every day .

Clean and love the security of the place

I had a 10x10 held with a confirmation# had to take and pay for a 10x15 because a 10x10 wasn't available I think I should have at least got it for the first month at the price of a 10x10

Unit was not clean. A contractor working at the site cleaned the unit so we could move in.

Thank you...!