U-Haul Moving & Storage at Gilbert Ave

Reviews 4

ME

Melissa Morello

What a horrible experience. I reserved my truck very easily online several days ahead. On the day of the reservation, I arrived 45 minutes early as I had booked movers to meet me at my home at 2pm to help me move (MoveCheap Cincinnati). There were two employees working (one was new) and a line out the door on a Sunday afternoon. I waited 2.5 hours in line to get to the front. I finally got my truck and was trying to leave but was blocked in by several other trucks in the way. I went back in and asked if someone could move the trucks to make a path for people to exit. One of the employees (Marcus) came out and moved one of the trucks then went back inside. I thought he was coming back out to move the rest of the trucks but he never did. I went back in and asked again if someone could move the trucks so I could get out, as the movers had already arrived at my place 1.5 hrs prior and I was paying them hourly even though I had not yet arrived with the truck. Marcus did finally move the rest of the trucks and I was able to leave. Despite the room of angry people the two employees were very nice, but just didnt have any hussle. They moved slowly despite all of the waiting people. My return was much smoother, I was able to drop off the truck and there was an employee outside to meet me. However, when I went inside, I stood in line to get the printout for my transaction for awhile, then I finally shouted out if anyone had my printout and another employee who was not working the line said he had it. It seems that there should be a smoother process than this. I think that it would be very helpful if the manager of the store looked through all of the reservations the day prior in order to decide staffing numbers to meet the demand in a timely manner. For instance, if you have 30 reservations on a Sunday, two employees may not be sufficient. There should be separate employees working outside to deal with returns, making sure returns do not obstruct the exit and move trucks and bring the rented trucks to the customers, rather than expecting the same person who checks the customer in behind the desk to also go out and open the storage unit or get the truck, as they often get distracted with returns coming into the lot while angry customers wait inside in line. One of the customers in line was actually helping direct the employees on the order of operations that should happen next because the employees were so flustered. In the end, I paid an extra $110 to the movers for the time they spent while waiting for me to bring the truck, which was lost money and lost time. I am a physician with VERY limited time, and due to the lost 2 hours, I had to pay the movers another $220 AGAIN the next day and take the day off of work the following day to accommodate their schedule to finish the job. Saving money by renting a truck cost me an extra $330 due to the lost time and poor management of this facility. This is an outrage and I will NOT be recommending this location to anyone at work nor my friends.

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JO

John Holschuh

DO NOT RENT: DANGEROUS, CHOCK FULL O LIES, WASTED MY TIME, AND SLIGHTLY DEHUMANIZING "Post what you want. Were like Walmart. People need us." -- Gary Smith Jr., General Manager, U-Haul on Gilbert Ave. Waited in line for 15 minutes before helped. Dude couldnt find my key for about five minutes, then when some other customer threw him his keys and walk out, he proceeded to check him out for five minutes and then restart my paperwork. Finally got the van, 2 gallons short. CHECK YOUR FUEL BEFORE YOU LEAVE. Engine shut off on Columbia Parkway. Coasted to a stop at a very dangerous position. Engine turned on after a couple minutes, then shut off on the highway again, luckily coasted to a parking lot. Called roadside assistance. Waited on hold for 20 minutes. They wanted to send a tow truck from an hour away to pick me up, bring me to a uhaul an hour away, where I would get a 14 truck (the only thing available in the city). I said no thanks, and we agreed I would leave my keys in the van and get picked up by my friend. 2 days, 4 calls and two hours on the phone later I am told that my van hasnt been checked in, and I cannot get a refund. After I snap, they tell me that they do have my records, and that a manager should call me within 72 hours. Manager never calls. I walk into the shop, and explain to Mr. Smith Jr. what happened. Mr. Smith Jr. tells me he gave me a refund. I said I wanted a free van rental, or $50 that the website promises (when they do not have your van ready when requested). Mr. Smith Jr. said no, he couldnt do that. I asked why, and Mr. Smith Jr. said thats not how it works. I told Mr. Smith Jr. that I was going to post a very bad review on every website I could find, and it would probably hurt him more in business than the $50. Mr. Smith Jr. said he didnt care, to post what I want, because theyre like Wal-Mart, and people have to use them. So Im posting exactly what happened. DO NOT RENT HERE.

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ST

Stephanie Hushcha

This U-Haul location was awesome! I was moving apartments across town with about 4 weeks in between leases. So I needed to buy boxes, rent a truck, rent a U-Box, and then schedule a U-Box drop off after a month. The prices for their boxes are super reasonable. They have every type of box you can think of. I especially liked the wardrobe style because it made unpacking a breeze. Once I had all my belongings packed I arrived at U-Haul at the designated time to pick up my truck. The whole process only took about 20 minutes. I returned in less than 4 hours to load all my items into a U-Box. One of the employees was nice enough to help me load all my items into the U-Box. This was above and beyond what I expected and totally unnecessary! But much appreciated. After less than a month I called to schedule my U-Box delivery. It was a little difficult to get through to the U-Box representative but they got my box delivered within a few days of me calling. The drop off was seamless with the delivery truck driver Tina being especially efficient and nice! I noticed that I had been charged for an additional month of U-Box rental fees and called to get a refund. After a small amount of confusion I got a call back from the manager, Jerry, who refunded the charges. He was apologetic and made it right. Any hiccups that I had during this process were completely turned around by the customer-service oriented individuals who work at this location. Keep up the great work everyone!! I will definitely be recommending to my friends and family.

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KE

Keith Murphy

DO NOT RENT FROM THIS SLEAZY OPERATION. Everything went smoothly until it was time to return the truck. I had paid an $80 deposit initially and was supposed to be refunded whatever amount exceeded the final charges. I handed the keys off to the store and was told I would get an emailed receipt. The next day, with no receipt and still the $80 charge, I called the store and asked for my receipt. I was given a plethora of excuses. I was told there was "no record I returned the truck at all" that my account was "still open" etc etc. Somehow nobody was able to tell me how to fix this situation, they just kept telling me to "wait it out." I even emailed the store manager directly asking for him to contact me immediately and he STILL never has. After 2 days and about 8 calls on my end, I was finally able to get through to a Uhaul customer service rep (not local to the store) who told me that for some reason the store had entered in my final mileage, etc for my final charges, but had kept a "hold" on my account to hold the deposit charge with no explanation. She was able to release the hold and fix this for me. However, nobody in the actual store ever contacted me or did ANYTHING to fairly remedy the situation. Apparently this has happened to several others as well. BEWARE** This store WILL try to rip you off and charge you for your deposit whether you return your truck or not. Do not do business with this sleazy operation.

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