Picking up my U-Haul rental was a complete disaster. The equipment was filthy, clearly hadn't been cleaned or even glanced at before handing it over. Mud, trash, and grime all inside. Zero attention to detail or pride in what they give customers. Customer service? Nonexistent. The so-called manager is more interested in sitting around than actually doing his job. No explanation of procedures, no urgency, just an "I don't care" attitude. It felt like I was inconveniencing them for picking up a rental I paid for. Ebony, one of the employees, might as well have been on autopilot. She just goes through the motions with no interest in helping or even being polite. She and the heavy-set manager seem more focused on chatting with each other than serving customers. This location needs a revamp, mostly new employees, but truly some actual consistency. read more

Worst customer service I have ever experienced in my life and I'm not even exaggerating a tiny bit! It took 5 hours to get done what should have taken maybe an hour total. We had to keep getting back in line and wait every time the staff messed something up. We dealt mostly a woman named Ebony who really didn't seem to know whether she was coming or going. I always thought you would finish taking care of one client before moving on to another, but not at this place. I had even called ahead of time several times just to make sure I had all my ducks in a row, but apparently there are no set guideline for procedures because different people kept telling me different things. We finally just left without a new gate code because we got tired of waiting, hanging out in the heat and not being helped. There was one young guy who was as helpful as he could be, his name was Anthony. Unfortunately, the rest of the staff left him by himself at one point, and the place was swamped. We felt very sorry for him. read more

They have been understaffed for awhile, especially through the holidays, but it seems they're doing well now. Each employee has his or her special trait and they all value every customer. I respect the hard work they put into keeping the store clean and well kept. This is a very underappreciated U-Haul location. read more

we visited this location to get packing materials for a sudden need to move. Roger was so kind and professional. he made suggestions that have made the packing experience MUCH LESS stressful without draining our wallet. We we in and out in an officiant time and left feeling like VIP. We need some additional services for a trailer rental and hitch installation; we won't go anywhere else. THANK YOU Roger and team. You helped more than we could verbalize. read more

Waiting 10+ hours to have a tow hitch installed is completely ridiculous and they make you prepay for this service so you're totally screwed. Never received a call to let me know my car was ready so showed up at 6 pm and they hadn't even started yet (I dropped off at 9 am). Now it's after 7 pm and still sitting here. Still not done. Definitely not acceptable. They have their phones forwarded to their customer service line so you'll never be able to speak to someone at the actual location. Very frustrating. I understand that places are short staffed but don't over promise for things. My advice, go somewhere else for your moving needs. read more

I have used U-Haul products and services all my life, and unfortunately I have moved quite a lot. But I will NEVER use them again. We had to put all of our belongings in a storage unit while we were trying to purchase a house. The closing date got pushed back a week which caused the storage unit to go two days into the next billing cycle. They do not prorate. The manager of the store was not able to make an exception, not was anyone at customer service able to do anything other than tell me they could connect me to the store, which I kept telling them over and over I had already spoken with him. I paid $237 for two days of a storage unit. They lost a life time customer. Never again. read more

Went to this location as I needed a trailer hitch installed by next day. The service technician had called out sick and the manager Keith, instead of canceling spent his afternoon completing the install! Really super guy who went out of his way to accommodate my time schedule! Can't recommend the high level of customer service and manager enough!!! read more

Its a Uhaul. Pick up was ok. Not a fan of the digital process and returning was less than to be desired . They only had one person there. Kieth did great given the owners of this Uhaul need to have more staff, especially on a Saturday read more

This store is always super busy, never enough employees there and the ones that are there are incompetent. Uhaul I'm sure doesnt cate because they get a lot of customers anyway. Terrible experience going here though. read more

They drilled a hole in my break booster they can't seem to get it fixed they just keep saying someone will call me just a warning do not do business with them I messed up and went to them but I thought you has a big company and they would take care of any problems but the work truck has been down for two days now and they are not calling back read more

U-Haul - Self Storage Near Me - Phoenix, Arizona

I pretty much never write reviews whether positive or negative but my recent experience with this U-haul was just so bad that I felt the need to warn others against using this location. Last month I booked a 15-foot moving truck for a single afternoon to transport some furniture from Phoenix to Chandler. After booking the truck I was told they were out of dollies but would "throw in some furniture pads to make up for the inconvenience". I was originally quoted around $80 for the afternoon and was told that I did not need to put any extra gas in the vehicle as they would refill it and add the gas to the total at the end. After using the truck and dropping it off at the Chandler location I checked my bank account and noticed I was charged TWO HUNDRED AND THIRTY-SEVEN DOLLARS for a single afternoon rental. I tried calling the location to ask about the charges and was put on hold for 45 minutes before being immediately hung up on. After calling customer service to inquire about the insane charge I was told that what I was quoted by the Uhaul employees was incorrect and that I should have "Read the fine print in the contract instead of listening to the employee." apparently I was charged over $100 extra dollars for dropping off at the chandler location, $12 plus per gallon of gas used as well as a $35+ fee for not refilling the truck before returning it, and was charged for the furniture pads that the employee said they would "Toss in since we are out of dollies." Absolute scam, do not use this location. If you do use this location make sure you triple-check your contract before signing and DO NOT listen to the employees about anything because they either have no idea what is going on or are purposefully misleading you. Be warned. read more

These guys are always so nice & helpful. The really tall guy there yesterday helped me get all these boxes in my car (totally a pain in the butt) but he wasn't even bothered. He was more than happy to help me and my mom. I always feel very well taken care of here. I've been here more than once and this team of people here really do an awesome job. They are so NICE and friendly! They all seem really happy and it gives off a really good vibe. The tall guy that helped me with my trunk and the box and the rope and not having to make another trip... I wish I could remember his name, I know he told me but I forget.. he deserves a raise. Really good guy, that one. Next time anyone asks me about moving I'm telling them to come see this group over here at this location, they will take care of you! read more

I rented a storage unit on May 26th unit 105 and came into move our of my unit 6/26/2020 I was told by Keith that if I moved out today that the 139.26 I was charged for a 2nd month would be refunded to me I then waited it's now July 7th and after 2 conversations with Keith I still havent received my money back??? Called the uhaul again still nk resolution or money back really poor customer service!!! read more

WORST U-HAUL EXPERIENCE EVER! This place reeks of incompetence. Each transaction took forever (more than 30 minutes) to set up, and I had multiple transactions (a Ubox, a pickup truck, a trailer hitch install, and a trailer). Their registers kept freezing, and they'd start the transaction over again and again. The Ubox I got was in bad shape- literally, pieces fell off of it. Its door was warped, and it barely closed. They told me the car would be ready by 2 PM. It was 4:45PM that I got out of there - time that was supposed be spent packing, but instead it was spent waiting on Uhaul. Worst of all though, they did a horrible job installing the trailer-hitch. There are cables dangling from the car onto the ground... just being dragged along. I tried to move the cable so that it wouldn't be dragging (And getting destroyed), and sparks flew out at me. So now I have to wait even more before I can leave, because if I drive like this, I will lose all turn signals/brake lights/reverse lights on the trailer. Customer service has also been terrible. Huge lack of empathy. Every time I've walked in there (4 days in a row now), I've just been disappointed. There are tons of Uhaul locations around -- save yourself the trouble, and go to another one. read more

Worst customer service I have ever experienced. No one is ever in the office when I arrive. Their communication skills are none. They try to avoid you. The second I walked in they made a call to someone and avoided any communication or eye contact. Completely rude!!!! read more

Was here getting a hitch on my boyfriend car. They previously told us it would take 30-45min. But we waited over 2 hours. Not cool. We had plans at 2:00 and had to change them to 3:00 and was still late. We were both not happy and really annoyed. read more

I needed a truck last minute to help move a few large items. I was able to rent one within minutes for a very reasonable price. The lady helping me was very friendly and speedy. All my questions were answered. 24/7 return was available but I did not use this service. The truck was clean and easy to use. The gas mileage was terrible, but I guess that's to be expected. I will rent from this location if I need a truck in the future. read more

If Angela is working, go elsewhere. She moves like a sloth. It took over an hour for her to rent a trailer to the customer in front of us and to return our unused moving boxes. She had to run our return 4 times because she kept charging us for more boxes instead of returning them. SMH. When asked for a manager, she said they had gone home for the day. It was 3pm on Thursday. If she is untrained then someone should help her before leaving her to fend for herself. One worker walked in and she said she could use his help. He then walked out and didn't return. I'm never coming back to this location. read more

Right down the road but I'll drive further away just to avoid getting propane filled here. Beyond slow. By the time an employee came out to help, (which I had to go inside to get and was never greeted by the FOUR employees outside while waiting) there were 3 others now behind us waiting so he had us wait while he filled them ALL (even though ours was filled first and done) before charging us so we could leave. Good grief Uhaul, get it together... this was my third time with horrible service and I'll never go back. read more

My father and I came into this location on a Saturday evening and reserved a truck for the following day. My father was paying for the unit, and I was the one who would be picking up the unit and driving it. We were assured that once my father's card was swiped all would be smooth for the following day. We were very specific and told the guy that ONLY I would be coming in tomorrow and my father would not be available to come back down there. When I came back the next day, I was told by Pedro that my father would need to be there with his card and ID before the truck would be released to me. This was opposite of everything that we were told the day before and when I asked why this was not mentioned, I was told 'maybe he forgot'. In addition to this major issue, the man I was working with, Pedro, had his girlfriend on the phone and was talking with her on his cell phone WHILE HE WAS HELPING ME! This is beyond unprofessional, and I was very uncomfortable. He even mentioned having my dad read his card info to him over the phone (while his girlfriend was listening?!?!). In the end, my dad had to cancel his plans and come back to the store so I could rent the truck, overall it was an awful experience and I would not do any business with this location again. read more

What a great experience. Everyone hates moving day and this morning at this location the computers went down and had 20 people in line. Brian the manger handled the crowded like a boss. He was running around as fast as he could and making sure he kept everyone updated. Great job read more

Terribly slowwww. Tried to do the mobile pickup and that is a complete joke. There was only one customer ahead of us in line in the store and somehow it took 20 minutes to be helped. Total waste of time. We then had to wait for the truck to be cleaned even though we had a time-specific reservation. The chat service through the app was equally bad. I was literally told "pick someone who will answer their phone" when my additional contacts didn't answer. Then the app just said "Oops. Your reservation can't be completed at this time." I've never had such a bad experience with U-Haul. read more

Never coming back here again, I was charged for 3 days , when I only used the truck for one day/ a couple of hours, and two weeks after that I was charged 78 dollars for no reason? Terrible place, be careful with these people read more

Do not waste your time coming here. I just needed to pick up some packing peanuts. Only one associate in the place who could not have possibly moved any slower. Myself and two other customers were waiting. We all ended up walking out after it was obvious that no other associates were around and the associate that was there could not handle any pace beyond "stagnant". read more

If we could put negative stars we would! My nephew had a storage unit here to store furniture he was going to sell now that he moved to California. Two months later and he gets buyers for the furniture and plans his trip back to AZ. He realizes he lost the key to the storage unit so he CALLS THIS U-HAUL and asks if he can remove the lock himself. They say that's fine so he makes his 9.5 hour drive to Phoenix, has the customers who are buying the furniture waiting outside the gates, and is told he has to pay a locksmith and is not allowed to do it himself!!! He explained he called beforehand and was told it was fine to which the lady and her manager responded with calling him a liar. He showed the call and verified the number and told them the call was recorded. He played the recording where it said he could cut the lock himself and THEY STILL DENIED EVERYTHING and call him a liar!!! The buyers of the furniture were no longer interested and he had to take another day off work to pay a locksmith to cut his own lock on the storage. When asked how they will remedy the situation the U-Haul employees were rude offered no help and continued to call my nephew a liar. Next day we go back and it's clear the lady up front is taking her sweet time to get to us and is still acting incredibly rude despite they were in the wrong and we had evidence to prove it. Most rude and absurd people. Not worth doing business here read more

I just rented a trailer from this location, and my experience was absolutely great! Sebastian helped me get an adapter for the wiring harness of my vehicle, rented a receiver hitch and trailer to me, got it hooked up, all in twenty minutes. Upon my return, the gentleman who was there had me unhooked in 5 minutes, receipt on its way to my email inbox. Trailer was clean and worked great! Highly recommend! read more

Went to u haul to bring some furniture back home from Arizona. They looked at my hitch and told me it was good. I went back a couple days later to pick up the trailer and then they told me I had the wrong hitch. They then told me i could buy one of their's, which I could have gotten days ago at a different place for much cheaper. My family had to wait 45 min in the car for them to figure all of it out. So they said I could drop it off at the other location by 7:00 p.m. the day I arrived home. Ok, now I'm on my way home and I get a call saying it was supposed to be back by 10:00 a.m. and they were wondering why I wasn't there. Anyway I wouldn't go there again. It's overall bad customer service. read more

I had a Great experience with this U-haul. Picked up a 26' truck at 9:15 am Sunday and was out the door within 15 minutes. Both Representatives were smiling and incredibly friendly. They were busy but both helped customers very quickly. My truck was clean and ran great. read more

These guys are amazing! Super friendly and super helpful. Everything about my customer experience was how a business should be operated. Definitely recommended. read more

Dropped my truck off to have a 7 pin wire harrness and a brake assist control. Put in. I was called a couple hours later saying my truck was finished. I went to pick my truck up. As I was leaving I found that my power windows did not work. So I stopped and let mike the person who had taken care of me. know my windows was not working. He looked it over and found that I had a electronic ignition fuse blown. So he replaced it. That fixed the.problem. for a little bit as I drove about 1/4th a mile the fuse blew again. So I went back to uhaul and asked him to figure it out. In left my truck with mike. So he could fix the problem. A couple hours later mike called me and said he could not figure out what was wrong. And stated he was not a auto electrician. And that I would have to file a claim with uhaul. And find someone who knew auto electrical. To get it fixed. So I took my truck home with no power windows and my truck alarm would not shut off. The next morning I took my truck to a different uhaul. And suprising the uhaul tech fixed my truck. And showed me the big mistake mike did to my truck.now my truck is temporally fixed thank to george at uhaul in mesa. I can go get a estimate on what the cost or repairs is going to be. So I can file a claim with uhaul for the expense. read more

Worst customer service. Don't even go here. 0 stars! U guys needa Hire friendly people

I've never written a bad review before but the experience I just had here was terrible. I called to make an appointment to have a trailer hitch installed on my vehicle which they were able to make for the same day at 11am. When I arrived I had literally no where to park my car so I had to leave it in their drive way area. Then I go inside where there is one person helping a couple and then one other person waiting behind them. Two more employees came in just to assist the man helping the couple. At this point I've been waiting about 15 minutes when another couple walks in. Finally one of the three employees decides to help out and the lady who just walks in jumps the line in front of all of us. And even though the other gentleman and I had been waiting for a while they helped her anyway even after I announced that him and I had been waiting before she even got there. Finally after waiting for 30 minutes I decided to just leave and it was only at that time that I was finally acknowledged when they said it would just be a few more minutes and they'd be right with me. I left anyway because I had to pick my son up from his kick boxing class that is at least 15 minutes away. I'm very disappointed with my experience. read more

Avoid the Uhaul on 19th and Bell especially avoid Keith. He's probably the worst person to be speaking to customers. I'd be amazed if he got through high school. I will say not all was his fault, uhauls policies are mostly red tape, especially at this location. My understanding is you need to provide two verifiable phone numbers in order to rent a trailer. They literally called my alternate phone number while at the register and because they didn't answer I wasn't allowed to rent from them (even though I had rented the same trailer two weeks prior). I completely understand the policy even though it makes it difficult to do business. What is ridiculous is that I had the complete opposite experience on Cave Creek and the 101. Reps here were friendly, willing to help, quick to assist, and had positive attitudes. Keith on the other hand was mad at the world. Fyi on cave creek and bell you'll still need two phone numbers but its their policy they dont need to call both numbers. Providing two numbers is sufficient. Reason given was that 19th and bell has more issues with stolen equipment. Please do yourself a favor and avoid this place at all costs read more

I had a cross-country move using U-Boxes and U-Haul associated move helpers on both ends of the move. Here is what Moveaholics (my U-Haul associated Phoenix, AZ move helper) did wrong: they allowed an employee who did not have his DL on his person to go to UHaul to pick up my UBox. Their office staff swear that the man has a valid license and had lost it without notifying them. Clearly some valid license was presented for this person, because he later arrived at my location with a UBox in tow. The only other suggestion I would make for the Moving Helpers would be to make the time frame for the work clearer (I thought it was 9am when it was a range of 9a-10a). Here is what Moveaholics did right: they kept in touch with me, answered my questions and concerns quickly, were courteous and friendly and answered the phone. They worked very hard to satisfy my stated needs and desires and, in the end, their manager delivered my furniture on his day off in order to make sure I did not have to wait one minute longer than necessary. Here is what Moveaholics is NOT responsible for, but for which they are apparently being blamed by The GM at the UHaul location (19th & Bell): once the license issue was resolved they were given empty UBoxes by the UHaul location to deliver and then were blamed when they didn't notify UHaul of the mistake (the boxes sat in the parking lot of my apartment complex because I had to go to work - since the morning's screw ups lasted passed the planned delivery window - and none of us knew they were empty until I got there after work, between 6 and 6:30pm.) This despite the GM knowing I had 2 loaded boxes at his location. My actual U-Boxes were not able to be delivered on my promised, scheduled and confirmed date because the UHaul location had not unloaded them from whatever they were on traveling to AZ. My boxes tracked be delivered to the Bell & 19th location on the 2 days before my delivery was scheduled. Because the UHaul location had not unloaded my boxes, they could not meet my delivery day. Mr. GM did not answer his phone; calls to the location required I leave a message with a woman who could not answer any questions and then wait for Mr. GM to call me back. I think the rest of the shenanigans were so they could cover their lack of performance, frankly. The GM lied to me, more than once, and also told me I should cancel the Moveaholics and schedule a different Move Helper. I think he did this so he could conceal the fact that my load was not ready on the promised day. He cost me a day of work hours (all told) and cost Moveaholics the hours spent in vain on my delivery on Friday. The man should be fired. He "filed a claim on my behalf" without my permission and apparently attempted to require the move helper to pay for the paltry $150 UHaul sent me (my total UHaul bill was just under $2500), and he is wrong. Do not trust this UHaul location. In general, pertaining to the U-Boxes, I would wait before trying this option. UHaul in general is disorganized around who can adjust schedules, answer questions, and respond to calls related to UBox activities and the site needs a little better interactivity to accomplish the various options presented. Lastly, the boxes do not hold nearly what the staff will tell you they do. I will not do a move this way again, that's for sure. And I would never use the Bell & 19th location for anything. Never. read more

I come to 19th and Bell U-Haul location often to pick up an open trailer. Most of the time staff tries to be courteous, but today's experience was below anything I experienced before. I walk into the store just as their associate is walking out with another customer. Another older associate walks out of the room and tells me he will be with me within a minute. That's fine. 10 minutes pass, the store is completely empty, so I start walking around to kill time. I start looking at their security camera feed and I see the same associate who was walking out earlier standing outside while watching his colleague work on connecting a trailer. I keep watching the video feed and he just keeps standing there chatting it up. After 15+ minutes I walk out the store with no intention to confront anyone, just get in my car and leave, but now suddenly they feel obligated to come and help me, so I reply they had their chance, I'll go somewhere else. At that moment the first associates says: "You don't have to be a dick about it!" Well, that got me going... As we exchange words he ends up screaming: "Go F**K YOURSELF!" and challenging me to a fight in front of other customers and associates. I'm buying my own trailer. read more