The question is.. what went well..?? Honestly... not much at all. Everything I touched went to sh*t! What's that you ask? "But Kristen, you gave them Five Stars??!?" Well yes I did! Sometimes, it's not about things going so Smoothly, it's about when things all fall apart, how well can the business or entity *handle* the mess of it all falling apart, or how can they make it right when everything is going wrong? THATS what is equally as important to whether or not the situation/service/product is satisfactory from the very beginning. If you are like me at times... and I mean during my ten+\- stint during this long U-Haul Relationship I've managed to now invest in... (how did this happen?) -we're talking an affair with a 26' truck and 9' Van loaded to the brim, for a month, but not before being towed around town, illegally (not Uhaul's fault- but the Bitches at Aria apt's, and I'm fine calling them out on it... learns your A.R.S's broads!), an impromptu "garage sale out the back of the truck (not at my discretion!) again not Uhaul's doing but funny now that it's in the past)... then going into storage for "a month" (ahem) sh*t hit the fan so that means 9 months... then trying to move out of THREE storage units by myself (5'1" me!) across town in a 15'er... units locked - not locked - locked - not locked, closed at ten, do I know? I don't know... you get it.... The GM at this location cannot be MORE amazing. And I mean amazing like you would think in his spare time as a male he was a kindergarten teacher for special needs children. I say this with the best intentions because it would take AMAZING patience, calm tone, voice control, the kind of person that remembers to Smile when they answer the phone (like they teach you in "upselling class", and he ALWAYS answers his phone. Friday night at 9? Yep. Sunday morning inf at 11? Yep. Monday evening at 630? Yep. Unfortunately I know this. Now... there is one gentleman I have to add... stay away with a ten foot pole, he would ruin your best day and make you say "Kristen wtf are you talking about you've lost your mine you're a liar and I hate you!" That's NOT Brian. You want Brian. Honestly, I think Brian keeps him on board because maybe they can't pay unemployment cause it'll raise the rating too high - or possibly he's been there so long Uhaul is obligated to him - I don't know I have no idea why they keep this person. He could be a relative of Joe the owner of Uhaul. There has to be a reason because this guy doesn't deserve a job cleaning the amalgam traps at the dental school honestly. But who knows, everyone has a family to feed...maybe they should just put him in the back so he doesn't have to work with anybody. Other than that disaster, Brian At the Cave Creek and 101 Uhaul is amazing and if you need a truck or storage...I couldn't more recommend going to see him ... and even the two ladies that work there that impress me by being able to drive those 26 foot trucks are super awesome also ! read more

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I went to the U-Haul center to refill a propane tank for my barbecue. It was Sunday and it was 4:45 pm. I was greeted warmly and asked what I needed. I let them know. I was there to refill a propane tank at which point the guy that was speaking to me immediately looked at the clock. And then this very large heavyset girl with short black hair said oh we can't refill the propane because somebody got burned. I find this to be highly unlikely and probably a false statement as propane when it is dispense comes out cold not hot. Also, the large propane storage out there if that would've been on fire there would've been black smoke black char black anything. And it was pristine- it actually looked brand new. It was basically a lie. They didn't want to be inconvenienced because it was near the end of the day. I didn't question them I said thank you very much and I left just cause I'm the better person. But I think that your Customer Service is absolute crap. I think your employees should probably be reviewed because they're probably lazy. They don't seem to care about the customer which means they probably don't care about their job, especially the heavyset gal. I did not see her name, but she was the most ridiculous of all of them. Please learn from this and improve your Customer Service training or hire better people. read more

I'm shocked at how poorly this company is run! They moved my location the night before my rental and refused to get the truck to where I ordered from originally. The rep literally said "If we did that for you we would have to do it for everyone." YES!!! That's how a service business works!!! WTF? read more

Staff was very nice and i believe her name was sally! Excellent customer service and would rent from here again. Quick and easy as well!

MY CAR FELL OFF THEIR CAR DOLLY. I put my car on their car dolly and their strap fell off one of the wheels - it was old and frayed. This put too much stress on the other strap and the car broke free. Never trusting a car dolly nor their equipment again. Thank God the car was fine, though I was driving 50 miles an hour prior to it falling off. Also, when I told them about it breaking, they didn't really care. read more

My adult children, my husband and I recently moved from Phoenix to Henderson, Nevada. This location for U-Haul was close to our home, so we rented the 26" foot truck and trailer there as well as purchasing moving supplies, dollies and blankets. We received excellent customer service from Cody. He help with our rental and he helped us save money on the truck rental. He was knowledgeable and friendly. I love location of U-Haul because we have rented from them previously during our 14 years in Phoenix. The location is clean, organized and the employees take care of their trucks, equipment, and customers. This location should receive recognition for their outstanding customer service and friendliness. I will miss them. read more

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They do not give military discounts.. my son who has served for over 16 years was renting a truck or trailer do I can bring some furniture that I've been storing to him and they just said no discounts! So much for supporting our men and women who work to keep our country safe read more

BEWARE of U-Haul!!! BEWARE of U-Haul!!! BEWARE of U-Haul!!! BEWARE of U-Haul!!! I wish I could give ZERO Stars. After making reservations SIX weeks in advance, then flying to Boca Raton, Florida from Arizona to move a family member, the truck I was supposed to get wasn't even available! They had NO one way trucks in that area or anywhere close by!!!! I found this out 12 hours before my pick up time. I ONLY found out because I called them. They never bothered to follow up 24 hours in advance as I was told they would when I made the reservation. Had I shown up the next day for the truck without following up with them it would have been a huge mess as I had movers showing up 1 hour after my pick up time. Luckily, PENSKE came through for me! Thank you PENSKE! Penske had great customer service! Then, the storage I reserved at U-Haul SIX weeks in advance was also not available when I went online to double check the availability. I called customer service on 11/25/2020 at 4:15pm to address the storage issue and as of 11/27/2020 at 6:25pm, I have yet to receive a call and I am scheduled to move things in at this location at 8am tomorrow morning!! I was told by customer service 2 days ago that someone would reach out to me that night. NO calls, no emails, nothing! This is unbelievably horrible customer service! Thank you Public Storage for coming to the rescue and giving us more storage space for less than what U-Haul was charging. PUBLIC STORAGE is awesome! BEWARE of U-Haul!!! BEWARE of U-Haul!!! BEWARE of U-Haul!!! BEWARE of U-Haul!!! read more

Paid $600 to have a new hitch installed on my SUV and apparently they just put everything in without testing. I found out weeks later that the plug was not supplying power to the trailer lights, I took it back and after troubleshooting it I was just told they could not find the problem and sent me on my way. And this hitch came with a warranty, so I don't know what they think a warranty is. I had to go to a mechanic to have the issue corrected and it cost me $300. So, avoid Uhaul if you want a hitch, they do not care about quality. read more

Do NOT rent here or trust anything this office does. We went into the facility to set up a truck rental. The rep set up the reservation and asked for payment. We were given no contract or asked any questions. We went in to pick up the rental equipment a few days later. They were having computer problems and were using handheld devices. It took over 30 minutes while the same information was put in again. They told me where the truck was and that was it. Nothing was discussed or checked about previously existing damage to the truck or the gas level. I said I needed a copy of the contract - I had never been given one. That took another long wait. When I got that, it has insurance added on it (high cost) something I never get as my car Insurance covers rentals. I was never asked if I wanted this. Now we have been there an hour. The Manager - who was the one doing the rental that day, said I had put Insurance in the reservation. When I said I had not done that, I never take it, he argues with me that I had done rehab when the reservation was made. I said we had walked in and his employee had made the reservation and they must have put it in and they never asked me, he started yelling at me and could not calm down himself. He would tell me something angrily but if I replied he would tell me to stop talking. We asked for the contract to be canceled. He said he was doing it - but he was sitting doing nothing. Finally I got an email but the link was invalid. When I tried to tell him this, he could not listen at all - he just kept yelling. 800 number for U-Haul had an hour wait time. We had to call the cops to get any confirmation the rental was canceled and the charges refunded. A shame to involve police for something like this. Multiple charges were done to my credit card with no discussion of what was being charged (amount or what it was for) and without any agreement from me about the charges. Very poor behavior from a manager doing customer service. Over 1.5 hours wasted. Meanwhile another rep did someone's rental in 15 minutes (and asked all the right questions and said the right things): The manager was way over his head, didn't know how to do basic tasks, and had no customer service skills at all. And while we were waiting he rented a truck to another person, never asked if they wanted insurance or anything else that should have been asked/said. Beware - a company that charges you for things you never agreed to is also going to claim you caused damage that was previously existing. We went to another U-Haul that was very helpful including undoing some things the previous manager had messed up (talked to corporate). They found is equipment close by. The location we picked up the equipment was very quick and efficient - I was in a s lit in 5 minute - all the required questions were asked and good information given. read more

Needed propane and customer service was awesome . I was helping a friend move and third day of packing and moving her things , we were starving . Grabbed a tank and says sorry it had expired. I didn't know tanks had expiration dates . She exchanged the tank and Never charged me . I can't tell ya how happy I was that she helped me out. Gas price was average and compatible to the local area . But because of the personal touch , I'll return . read more

U-Haul allowed me to schedule an appointment online for a hitch installation. When I arrived at this location, I had to wait over five minutes before I was even acknowledged. Upon telling the Man I had an appointment ,the man immediately said "no, you don't have an appointment. We don't have anyone here to do it." U-Haul required the payment online. I paid for a hitch and installation. Instead of the U-Haul team providing great service upfront, I had to explain my situation and ask him to call around. Only after that did the man offer to go ahead and install it today. It's a bummer that it took all of that to get the installation and hitch I had paid for. If U-Haul can't adequately accommodate the services they offer online, they should remove the option to schedule online. This is the second time I have ordered something online with U-Haul only to be told the location I ordered from doesn't have what I requested. Accuracy and service are important to me. I would have appreciated both. read more

Who knew U Haul had propane?! They do and when every other gas station was out of propane, UHaul came to our rescue! They were helpful, efficient and I drove off a happy customer read more

Made reservation get there and was cancelled. Wasted a trip for no truck. Need to fix system and staff. They should of called.

What can I say, I got a free month of storage after booking a 1 way truck rental from Cali. Service was great. Dawn the manager was very professional and customer service oriented. They have a good security system and I felt my belongings were safe. I used my key card to check in and out each time I came in and out. This location is literally off the day so it was very convenient. Just some advice. The premises lock on a timer so if your access is til 7pm, it will lock at 7pm sharp. Be sure to plan accordingly. read more

Well I tried to call and leave my feedback with a manager but based on their lack of response both on Yelp and on the phone, I don't think they could care less about customer satisfaction... anyway I will still leave my review to share my frustrating experience with others considering giving this U-Haul location your business. I needed a propane tank filled for my gas grill. I saw this u-haul closed at 7pm so I called at 6:30 asking if this location did propane refills and if they'd be able to take me right up until 7 (received a yes for both questions). I showed up about 6:50 and was side-eyed by employees as I walked inside and up to the front desk. They had just mopped and it was clear they were trying to get closed up quickly (understandably). I was finally addressed by an older woman with tattoos. I told her I was looking to fill my propane tank. She said they don't do that. I said I just spoke with someone on the phone and she said I don't know who you talked to but this location doesn't do that. I said I would go check and see what number I called but I'm pretty sure it was here. As I walk out to my car to get my phone, she immediately locks the door behind me and turns the lights off inside. I get in my car and check the number I had called (it was this location). I literally see a propane tank 15 feet next to me with a sign saying "ring bell for service" and another sign on the window of the office saying they do propane refills. So CLEARLY this woman would rather lie to my face than just fill up my propane tank. I called the number again just to TRIPLE check, and the lady in the call center or whatever confirmed once again that this location does propane fill-ups. I tried to call and speak with a manager twice the next day but haven't been able to get ahold of anyone. I can't believe how disrespected I was and even though this location is literally five minutes from my house, I will never be using this U-Haul again for any services. read more

My wife and I used this U-Haul company to facilitate our move from North Phoenix down to Scottsdale. We made our reservations online, so our first time seeing the establishment was on moving day. The actual facility is very nice. It's only a few years old at the most, and it's in a prime location right off of the Cave Creek exit on the 101. Not only does this location have a large fleet of trucks, but it also has on-site storage! Upon reaching the location (which opened at 7:00 am), I walked in to pick up my truck. I was out of the building and into the rental truck by 7:05. Now, I understand that speed and efficiency are an integral part of any business...but so is customer service. The whole transaction was very impersonal...much like I imagine getting a check-up from an ex-lover physician might be. There was no attempt at any type of connection between myself and the employee. No, "where are you moving?...oh, that sounds nice...best of luck...blah, blah, blah." It might not sound like much, but a little interest goes a long way in my book. The truck itself was an older model, but it was relatively well maintained. The steering was loose, but all in all, the truck got our belongings from point A to point B with relative ease. The whole move ended up costing less than $100, give or take a case of water (moving in Phoenix during the summer is NOT recommended). Upon returning the truck, it was back business as usual. I walked into the lobby, and there were three employees lounging by the desk (one of them with his feet up). As soon as I came through the door, all three employees just sat there, and I felt like they had just been telling jokes at my expense...very awkward. I don't think there were more than 5 words exchanged between the cashier and myself upon closing my order. So, if you don't mind being ignored by customer service attendants in exchange for a decent price, this might be the place for you. read more

I have used this U-Haul Storage for nearly a year. If one was to ask me if this was a good place to store their property? I would have responded with an empathetic yes! That is, until two Saturdays ago and my dealings with the acting manager, Dave. Now, I'm typically a month behind on my storage fees. But I always pay up, late, but it gets done. Late money spends the exact same as timely money. I'm paying nearly $300 for a locked space I barely enter for a near year! A rate they actually raised on me halfway through my rental! I should have been grandfathered in rather than victimized by a rental hike 4-5 months into the rental but they knew I had no choice and had to pay the increased rate! A new employee said he couldn't help me because he did not have keys to the locks. He just walked away from us. We had to wait for Dave to finish with an elderly couple that walked in when we did. Dave could have easily helped us briefly or refused to help us (as he already had decided to refuse me help). Instead, we were forced to witness the most uncomfortable & unethical 10 minutes of our lives! U-Haul associates make financial commissions when they sell optional insurances. Of course, there are guidelines and a basic code of ethics regarding the salesmanship of such optional services for obvious reasons. Reasons that were made clear this horrid day. The optional insurance is optional. But when the elderly couple asked Dave why their total was much higher than expected, with a straight face, Dave informed them that it was higher because of the "mandatory" insurance for the rental vehicle. He simply added it to their bill. He never asked them if they wanted it or explained to them their options! After a bunch of lies and double talk, Dave bullied the couple into paying for optional insurance that they may very well have never needed. They certainly made it clear that they had not wanted it but finally took it after Dave made it clear it wasn't an option. Dave got his extra money! Without pulling me up on his computer screen he told me rudely that if he opened my unit, with such a high balance (nothing new for the past year) he would get fired. He had never seen such a high balance! He refused to allow me access. He ridiculed me and made me feel like I was the scum of the planet. At least when I sold optional services, I sold them ethically and never bullied people into taking it against their wills. What a disgusting and greedy person. And he had to make a scene over me having a balance albeit one I've paid for nearly 12 consecutive months. Even when I demanded to make a payment towards my balance he refused to accept it unless it was paid in full. If one is looking for a storage unit I would strenuously suggest looking elsewhere! read more

On Sept 19 I rented a truck. The office did not open at 9 and there was only one person working so I did have to wait. I did get the truck at about 930 AM. I returned it at about 4 45 PM which was about 45 minutes later than my original estimate. I was charged $84.24. U-Haul charged me an additional $61.85 for a second day of renting. I could not get through on the phone and so I left a poor rating. U-Haul contacted me and apologized for the second charge. They also promised to reverse the charge. I have never received that credit, so I am disputing the second charge via my credit card company. read more

We rented 2 large units for 3 months after moving from another state. I felt as though our belongings were safe and secure at this facility. All the staff at this location were friendly and demonstrated a high level of customer service. On more than one occasion Cody, Dawn and Craig went above and beyond to help us out. I have nothing but good things to say. read more

We went in for a Ubox. Now, I'm just saying, if you are moving, it goes without saying that you are going to most likely be on a schedule & overly tired from trying to be Supermom! When my daughter & I arrived, we were greeted by Craig aka New Tat on Bicep Man. I knew this because he had his sleeve zip tied up so as to keep the ubiquitous petroleum jelly (ew) off of his sleeve, presumably. After saying hi, he went back to working on the screen in front of him. After standing and waiting for several minutes, we sat down in the boxes in front of him & continued to wait. A few more minutes went by and he asked my daughter if we were together. She answered that we were and said 'ok' and went back to working on the computer screen. We waited for another 8 minutes, sitting right in front of him, and neither he nor anyone else offered to help us! When I finally timidly asked if he was able to help me, he said 'yep'. What?! As I'm standing there, already incredulous, I noticed a young woman with short blonde hair & big blue eyes sitting behind the counter helping somebody else, but STARING RIGHT AT ME! What?! She will NOT stop staring! To top it all off, they failed to tell us that they did not supply the correct sized ball for the hitch, and of course we had the wrong size Joel was the most helpful, answering the phone when I called earlier & calmly telling 'Craig' that yes, indeed, they had a Ubox on the lot---something Craig was unable to determine for himself. Unbelievable. I guess they figure they're the only game in town...NOT. read more

The staff is so friendly!! I really can't stress this enough. They make you feel at home which seems weird for a moving supply company. I had a hitch put on by the nice people here and they gave me a time frame and had it done then. They are very affordable! I would recommend over and over! read more

I rented a pickup truck and a large moving truck recently for my move from central Phoenix to north Phoenix. I had an awesome experience with the extremely efficient employees here. They provided fast-paced customer service with knowledgable and honest practices. We'll definitely use this location for future moving/storage needs read more

Great customer service! I have used this location several times and continue to be happy with their service overall!

I have rented from here twice. The friendliest, fasted and knowledgeable service in town. Both time the equipment was new and clean, will go back for the next rental read more

Please read my entire review. So I went to this location in my Armada and rented a small motorcycle trailer. My vehicle was previously equiped with a hitch and all the necessary wiring as I have towed with the vehicle previously. So the employee hooks the trailer up and non of the lights are working. After sitting there for no joke 45 min and watching this guy crawl under my vehicle, under the hood, & without my knowledge pulled my taillight off the vehicle and put it back. Well I left without working lights. When i came back, the employees who do the check in informed me that my factory driver side taillight was not working. So I look closer at the housing to see the bulb laying inside the housing(not a good thing). They had some tools and I was able to unbolt the taillight and remove it. upon closer inspection, 2 of the taillight bulb sockets were broken, the clips that hold the taillight to the body were broke and my bumper under the taillight was scratched. Now keep in mind my truck is a 08 Armada with 52,xxx miles, she sits in an air conditioned garage and does not get drove much. So I bring this up to the manager, on of the employees took multiple pictures, and we discussed how to go about getting the vehicle fixed. He suggested the dealer but I being as nice as I am offered a different route to help his store save money but still get it done. we agreed and the manager gave me the green light to get the paint work fixed and replace the taillight. So I get it done and take the $600 bill to them to only be told that on his own he decided to pass the claim to his insurance company. So now I had to deal with them. Long story short, the insurance company said the pictures were not clean enough and that they would not cover the claim. I am now out that money and they didnt offer to help at all. It was easily the worst customer service I have ever experienced. I am not saying dont use Uhaul, I just would not recommend that location at all. Poor customer service. read more

I've got several Uhauls to choose-from, but I use this one for two main reasons: It's convenient location right next to 101 North Loop, and the excellent service I have had time and time again with the staff there. I know, odds are, I may run into a bad experience at some point there, but as of yet, all I had were good experiences. I've rented from them for about 2 years now. I've rented about 10 times. I rent their trailers on a regular basis. I had them place a hitch on my Honda Civic, and leave my Ford Explorer parked in my garage at home. It's cheaper/easier to leave the insurance on my Ford Explorer as "stored" and just rent a cheap trailer whenever I need to haul something larger. They make the process quick. I can be in and out of there in 15 minutes, and returning the trailer is just as easy. So for now, that process works for me. read more

So me and my girlfriend went to this location as it was closest to her apartment. At first it seemed like it was a great choice. The truck had great gas mileage, and the cost wasn't too high. However after dropping off the truck we were then charged an extra day after being told we wouldn't be charged. (I called to make sure) Then after this we were charged for DOUBLE the amount of miles we used. We only used 76 but somehow we were charged for 152. When we called them they said they would take care of the charge. So it was a mistake that's fine, things like that happen. NOT. We just got a bill for the double miles we were told that we weren't getting charged for. Collections contacting us about the money is not solving the issue. Never using this location ever again or Uhaul at that matter. The sketchy charges alone made me regret going through them. The extra day charge isn't really a huge issue. The issue is the double miles. "A glitch" is a ridiculous answer for this and it seems nobody knows what is happening. read more

Excellent customer service and very friendly folks! Went in early Saturday to try and rent a pickup truck to move a couch. Didn't make any reservations so I went on a hope they would have something. Walked in and got one. The guy helping me was very nice and explained everything thoroughly but quickly which was great because I wanted to be in and out before it got too hot to be moving furniture. Returned it and the same guy was on his way out but took the time to check-in the truck. Overall, great experience. read more

Matthew is the best! Seriously went out of his way to get me the best deal and find what would work for my needs. Never been impressed with UHAUL and their customer service until right now. Thank you Matthew! read more

Rented a truck from Uhaul on Cave Creek Rd & 101 yesterday. We needed a medium sized truck to haul one load from here to Peoria. When I called the previous night to make the reservation, I was asked if I wanted to drop the truck off @ Uhaul in Peoria or bring it back. I said I'd bring it back, but my boyfriend said he would rather not. The next morning while picking up the truck, the GM informed us that it will cost $100.00+ extra to drop the truck off anywhere else because it's not "in town". 20 minute drive away from their location didn't seem like "out of town" to us, but we chose to save the $100.00 bucks and make the trip back. All in all, the experience was decent. I would give any business 5 stars if I am "wowed" by customer service, but this was just alright. Uhaul has great prices and that will bring me back every time. I've rented from third party Uhaul companies and had to put down a $100.00 deposit, which this location did not require and I appreciated that. read more

The products, tools are all the same. I have been using Uhaul my whole life. Will continue to. But no doubt this place has a serious customer service problem. I would strongly suggest you find a different uhaul to spend your money at. read more