if I could give a negative star I would. I confirmed a 4 by 8 trailer on the 11th to pick up tomorrow for a one way trip In St Charles Illinois. I confirmed today and they said they didn't have it. I called the main number and I was on hold for 20 minutes and then they answered and disconnected me. I had to call back and hold for another 25 minutes while I also attempted to get on a chat. UHaul ended up confirming I could pick up a 4by 8 trailer on Kedzie Ave in the city of Chicago which is ridiculous. How does "confirmed" work in your company ? The rest of the world defines it as it will happen. I am angry. Uhaul should pay me for the time it took me to figure out you screwed me. read more

I'm sorry but the scam is they get you on miles! a $29 rental ended up costing me $300 this is a rip off! I was in a bind and Budget didn't have a truck available so I used U-Haul for the first and LAST time ever. my first problem was sending my husband in to get the truck he doesn't pay attention to to anything. but I understand yes we had a long round trip but that's just SCAMMING people now. for 24 hours $300 and a 100 miles. dont use uhaul even if you have no choice. read more

Had a flat tire on my motorcycle and was about an hour away from home. Stopped in and was able to rent the motorcycle trailer n take it up to Richmond and back down. Rental was only 22 bucks but i got some straps and a hitch so it came out to around 80. Still a lot cheaper than a tow. Shoutout to Antonio, for the great customer service! You helped turn my day around! :) read more

Wish I could give no stars!! DO NOT USE THIS UHAUL !!! Absolutely the worst customer service!! They are either liars or don't know what they are talking about. When I was checking into renting a truck I first checked into the Elgin one and was told even though they showed the time open that I needed they couldn't guarantee it because someone had it the day before and didn't know if they would bring it back on time and if they didn't they would look elsewhere for me but I would still have to pay any difference in distance charges AND that $50 guarantee is only good if they can't find one at all is what I was told. So I called the corp. office Sat. 8/2/25 to confirm that since their written guarantee says if the truck is not at the right place or time they pay you But the female at corp. told me the same thing, the $50 guarantee is only good if they don't locate a truck anywhere and if it's farther away I'd still have to pay the distance difference. NEXT thing, I told her I was moving furniture and asked if I should request the furniture or appliance dolly, which was larger. She said if it's only furniture and no appliances then just go with the furniture one. BUT she then told me I didn't even have to request the dolly because the truck size I wanted a 15 ft. with the EZ ramp came with the furniture dolly. I said really?! That's great! So then I called the streamwood location after that and spoke with a guy and told him what I wanted and even though she told me it came with the furniture dolly I still told him that's what I wanted and he said ok. I set it up for next day Sunday for 1:00 and told him we'd bring it back same day probably around 6:00 - 7:00pm or so. He never said he needed more info he just said ok and I said don't you want my name for anything and he said no, my name came up on the phone. I went in with my son next day and again told them about the amount of time and on their website when I looked they said that people usually need about 6 hours or so when using the 15" truck even and I said that's about right for us maybe a little less like 5 hours even. NOT ONE THING was said about charging me another $20 if it was brought back after they close at 5:00pm on Sundays. They even charged me an amount without the extra $20 after I told them we wouldn't be back until 6 or 7 pm .AND they said they would send me a text to check in and let them know that we brought back the truck but I also never got that. WELL when we go out to Huntley with the truck and opened the back there was NOT a furniture dolly as promised by two different people with UHaul!! There was a small box dolly which did nothing for us, didn't even try with that! We had to spend the next 40/45 minutes looking somewhere for something we could use to move the furniture. When we got the truck back it was about 6:30 pm, we could have gotten back a lot sooner if we didn't have to hunt for something to move the furniture! I put gas in it, even slightly more then we took it with and I had told them about 50 miles and it was 49 and again had it back after about 5 1/2 hours total. The next day saw they charged me another $20 because it was after they closed at 5:00pm! When I called on Monday, the weird thing was the guy I spoke with actually told me the exact time we brought it back to the minute which I didn't tell him because I didn't even pay attention to the exact minute, I just knew it was about 6:30pm but he said oh yea, you brought it back at 6:26 yesterday....how the hell did he know that?! I thought of that later after we hung up, how would he have known that, maybe on a camera? So he did know we got it back after less then 6 hours, but said we got charged the extra $20 because we didn't check in on the app we NEVER got a text for!!! I also brought up how they screwed me over by not putting a furniture dolly in like promised and the horrible, rude, smart-alec, ASS of a guy answering the phone Monday morning said well we didn't charge you for it either, that's all I can do. This place is a joke!! Go somewhere else that their people actually know what they are doing, actually give a damn, aren't trying to rip you off, and have some kind of, ANY kind of customer service skills because this is NOT that place!!! read more

This place doesn't deserve 1 star. The customer service is horrible, save your sanity, and your money. I called Thursday(1-4-2023),spoke with a gentleman asking him what was the store policy on if I lost my key to my storage unit. He proceed to tell me to just come in, pay 50.00 and someone there will cut the lock and give me a new lock. I asked if i had to be there, he told me yes that i had to be present while they cut it. Which is understandable and I was fine with this solution. Later that evening I went to the U haul location, once inside I was told to wait, they never asked my name or asked for ID or anything to verify who I was. A different guy came out with a drill and asked me what unit number I told him, we both walked outside. I still was never asked for verification, but, now I'm not surprised! I waited in my car while he was "cutting" the lock. After waiting 20mins he tells me that he couldn't cut the lock because he doesn't have the right tools and to call in the morning when they opened. I was annoyed, but i left and I called Friday morning i spoke with "the manager" DeShawn who has zero training in customer service or management experience and it shows. I explained what happened the Night before. DeShawn said to me "I just walked in,I have no idea about any of this" and was told to call again tomorrow(Saturday). I couldn't believe that this was his answer. I then asked him if he could direct me to where I could find the store policy or anything that states that this is how this situation should be handled. He couldn't tell me where I could find it or if this was store protocol. I asked to speak to his manager, he said he was it and there wasn't anyone above him. I then called "customer service". I asked the same questions, to my surprise they also couldn't tell me what was the protocol or where I could find the policy...lol I asked to speak to someone higher.... it gets better yall........ After speaking to 3 "customer service representatives" I was transferred to Angela Farley who is the GM and has been with the company 12+ years. I repeated the same to her, she not only cut me off while I was trying to talk to her, she also hung up on me after I asked her if I could put her on hold so I can see if I could fine this policy on my "account". She also told me that I was supposed to make an appointment and the manager was supposed to call me back with a date to get it cut and that this was the "protocol" or to call a locksmith. I told her i will take care of it myself now. crazy I know.... I had my husband call to see if he could figure out what the heck was going on. He spoke to DeShawn who told him "I was just about to call your wife back". He continued telling my husband that they already cut the lock and a new key was waiting for me in the office. Mind you I was "supposed to be present during this" I will be walking tomorrow to get this new key from DeShawn and hopefully none of my stuff was touched since I wasn't there. Update soon to come. This could have been avoided on Thursday with the first person, but when proper training isn't put in place this is what the customer gets. I should have read the reviews first read more

I reserved a pickup and at some point they changed the pickup spot to a location 25 minutes away from my specified location. I received no communication of this very important change. They called me and left me a message stating they wanted to confirm details, but did not mention any changes. After trying twice to get ahold of their customer service, I went into my online reservation and it still detailed my original location. All of the official documentation I have specifies no other location for pickup than the one I specified. I will check my credit card account as I do not entirely trust them to NOT charge me even though the agent I spoke with (at the original pickup spot I reserved) told me there was no penalty for cancellation. A business has a responsibility to ensure a customer knows of changes to their order, especially if it is a change the customer did not request. read more

9-5 posted on their board, 9 am pick up rented it's now 9:45a and the location is still closed. Can't get thru to customer service. My time is valuable and this has been an incredible waste. If I ran my business like that I wouldn't have a business read more

I would give less stars if possible. Customer service is a joke. Horrible attitude and not customer friendly at all. Worthless place. AVOID AT ALL COSTS. Literally ANY other facility would be better. read more

Everything started out fine, the truck was clean and ready to pick up on time. When I made the reservation, I was clearly told that the charges were based solely on base rental, mileage & $1 environmental fee. We did set an estimated reservation time based on the size of the home I was moving, but that's it. While moving I noticed I would not be done within the reservation time, so I did what I thought was a simple courtesy and contacted U-Haul corporate (not the Streamwood location). After having spent more than an hour on hold, I was finally able to confirm a 2-hour extension to the rental (btw, while on hold the canned message told me several times that reservation changes and extensions could be done at any time, free of charge). When I returned the truck to Streamwood, I was told I would have to pay an additional $30 for a 2nd day rental (the 1-day rental was only $20) do to being late. I tried to explain to them that I had confirmed my extension with U-Haul corporate, but they simply didn't care. All they cared about is that they had to turn a rental away do to me not returning on time (which I agree sucks, but that's an issue to be resolved between themselves and U-Haul corporate - as I followed policy). They refused to eliminate the additional charge, so I called U-Haul corp while still in their store. They were not at all happy about this and asked me to leave, and even considered calling the police (which I welcomed) - but I was off to the side not interrupting business in any way (in fact, they completed 2 rentals while I was on the phone). I got my money back from corporate, but will certainly not be returning. read more

Kevin is the greatest customer service I have ever ran into great guy very caring and reasonable guy thank you Kevin for the help renting in very good price range god bless read more

I wish ZERO stars was an option. The customer service rep, Kevin was very rude. He was rude to me and customers in line around me. He would lean out the door and scream in a hostile manner at all the customers waiting. Everyone in line was waiting patiently but this guy was volatile. He never apologized for the long wait (1 hour wait and I was 4th in line). I showed up at 9am to pick up the van, which is the time I reserved and that is the time they open on a Sunday. There were 4 people ahead of me in the line. I waited for almost an hour. Kevin told me that I would have to bring it back by 12 pm, even though I had a 3 hour request for use of the van, and I had been at the facility since 9 am waiting to pick it up. He said that he saw me get there at 9:15 and I can't have any extra time. This was a lie and even if i was there at 9:15- why didn't he check me out till almost 10am. He also made me give him the a number of "someone who could verify who I was" . I have never had to do that at any Uhaul rental place or any rental place period. My driver's license, insurance card, and credit card should be sufficient. I felt like i was being profiled because of my nationality. Besides how is someone on the phone going to verify who I am better than a legal document. While signing out the van I missed a phone call. When I checked the message later it shows that while I was checking the van out, the manager (Jerry) had called and said that if i didn't show in 3 minutes, they were giving the van to another customer. I was literally there on time to pick up the van. The representative was rude, behaved in a racist fashion and should not be working with the public. I do not feel safe with this person having access to my personal and financial information. I will never use this place again. read more

I entered this U-Haul location around 330pm on a Friday finding the only employee in the restroom FaceTiming his wife and taking his sweet time. I didn't mind, it's a Friday and let it be. I had asked the gentlemen if I can get a rental for a full day & he denied me saying he has an appointment in the morning. I said thats fine, I'll return later tonight and drop off the keys then. He then said I'm only allowed to have it for 4 hours, I then questioned him that it's 19.95 a WHOLE Day aka 24 hours not 4 hours. I asked him what time they were open till. He responded till 6pm. ( It's 330pm and he's only letting me use it for 4 hours makes it 730pm) I asked him why I couldn't have it longer, he said," It only takes a family 4 hours too move their stuff." I said, " I'm a single dad moving all the furniture alone from a house to another single town house, I need more than 4 hours." He said he couldn't help me and denied me service. Went to another UHaul in Schaumburg and received my Uhaul for 24 hours. Just a shame I had to go out of my way to another location. read more