Trailer Rental & Towing in Frederick, MD at Security Public Storage Frederick MD

The location did not have the supplies per my prepaid order and didn’t even attempt to help fix the issue. Terrible experience overall. Waisted time coming back to the location for missing information/ supplies. Ended up calling around to other U-Haul facilities to get what I needed for my move.

Hold it. The drop-off location listed above WAS NOT the same location I was directed to by U-Haul personnel!! I was told to drop the trailer off at 3612 Buckeytown Pike- which was a miserable experience! The employee obviously did not understand how the system worked, yet would not, under any circumstances, provide me with any sort of receipt for the trailer, and asked me to trust him!! His difficulty with language seemed to be based upon his convenience, as he DID seem to have full command with various online systems! I find it difficult to imagine that my experience represents U-Haul's best efforts. Find a different location.

The manger provided great customer service

Great, no-hassle, simple in-person reservation and excellent service. Ric hooked up my rented open trailer, checked the lights and made sure I had all I needed.

I had a horrible experience with the U haul on 17 Western Dr. Upon arrival we were told that the internet was down so we wouldn’t be able to rent the trailer we reserved over the phone. This was after they already called us and canceled our reservation for a larger trailer. Then the man working said he would scan my credit card and ID so I could take the trailer. We were given no paperwork to document this rental. After we drove 3 and a half hours in traffic to return the trailer, we ended up having to return the truck that pulled it first so it wouldn’t be late. This caused my son (who literally has one fully broken hand and a another partially broken hand) to have to drive 3 hours in traffic with his fiancé, an eight year old, and a five month old baby to pull the trailer 10 minutes down the road. When we arrived at the Western Dr location, we were unaware that there was any issue. As we were checking out, we were informed that we would be charged a $50 late fee for a $20 trailer because it was to be returned at 2:30 pm and we arrived at 3:10 pm. We had no paperwork and no interaction with the man that rented us the trailer that indicated we needed to return the trailer at a specific time, nor were we told about a late fee. When we told the man what happened (the same man that rented the trailer to us the day before) he was rude and dismissive. I would have gladly paid for a two day rental had I been told about the time it needed to be returned or the late fee. I would rather ship all of my furniture via UPS than ever use U haul again.

Location was great and everything was ready on time but the trailer's inspection sticker had expired 16 months earlier and the trailer also leaked so everything got wet inside.

Area was well maintained on a back road with ample area to maneuver your truck.

Make trailer pickup available after hours with online check-in.

Make sure the truck is actually where it's supposed to be. I had to drive two hours out of my way to pick up the truck in Frederick, MD instead of Odenton, MD.

Your agents at this location have no experience with customer service. I tried talking with justin this morning but he seemed to be preoccupied with another customer. Which is ok. But his imposilveness was short sited. His tone was very low and hard to understand. The gentleman who helped me when i show up to drop off the blankets. Was rude. (I am not on the clock) i am the customer. I dont care who is on the clock. I just want to be taken care of .

This location was fine however this was my third rental for the move (purchasing new items, moving my residence and emptying storage) I was moving from directly across the street from the Prospect Blvd location and physically walked into to that location to make all 3 reservations but some how they were not able to accommodate any of the reservations from their main location in Frederick.

I’m sorry to say but I would not use or suggest using UHaul again. I received a phone call verifying our next morning pick up at 9:00 am and when we got there the young man said “They want me to pick it up where? That ain’t happenin’“. So we had to go to another town half an hour away which caused us to miss an appointment later that day. The place in Frederick was fine but why on earth would they call to verify that the truck would be in Thurmont when it wasn’t?

Customer service center: first I want to start by saying this experience was not a good one. And will probably change the way we leave from now on. We are a military family and have had to use the U-Haul rental a minute of times and before this experience we had good experiences out of using U-Haul. But this time, at every turn there was an issue. We had called on Friday to book our rental with the customer service call line. We had requested our pick up location be the western dr location in Frederick at 8am- for a pick up truck. The person on the phone booked everything with no problems. We booked our pick up information for the next morning. Saturday morning we arrived at the western drive location and noticed that they didn’t have any pick up trucks on the lot. So we called the customer service number because I noticed on the check in email it stated a Hagerstown location instead of the Frederick, MD location. They explained that I could go to the Hagerstown location or change to a box truck at the Frederick location. I did ask if they would do something with the higher mileage charge due to their good and they said that they couldn’t do anything. So not only loading a hour of our time, but we also had t pay more for mileage because they messed up the reques for our rental. We changed to the Frederick location over the phone then saw that the website check in wasn’t working so we had to wait til the 9clock time for the office to open. I had called into the customer service line three times. And every time, the system tells you that your calls are recorded, so I requested a copy of my recording. After completeing the request. I had to wait for the email. By the time we waited around for the location to open, we had lost a hour of moving time. Then we got in at opening time and there computer system wasn’t working. So it take forever. Which computer issues happens. The guys at the office was friendly. I would deal with that office again but I will NOT call into U-Haul customer service ever again! Then the email stated that they couldn’t give me a copy of the recordings. Which is unprofessional. Don’t advertise that you can get a copy if you can’t. So that is why I’m leaving this review. And I won’t stop here. As I said we are a military family so moving is like a second job for us. I will never tell someone about your service due to the customer service received. My issue isn’t with the set location. My issue is for the U-Haul customer service team.

From a U-haul perspective they have only a few trucks on site, but they were very responsive in getting the trucks ready.

nothing

The customer service representative, Rick, is extremely rude. During a crisis situation where the haul truck got stuck, he called me a liar and threatened to call the police. Despite constant communication, he called the police to report the truck stolen, even when he knew it was not. I spent over an hour dealing with police to keep from being arrested. This man has a HORRIBLE attitude, and is a disgusting representative for uhaul.

Wonderful in every way! Spotless location and truck, and Layla was a tremendous help - very cheerful, efficient, and professional!