U-Haul Moving & Storage at N Royalton

Great service provided by your team. Greeted me as I walked in and completed the paperwork quickly. When I returned the truck I was met in the driveway before I could even get out of the truck. Equipment was excellent.

Very displeased. I needed to haul a vehicle. I decided to use a U-haul tow dolly. I called the location and told them I would be renting a truck from Home Depot and using that to pull the trailer. I was told that would be fine. I rented the truck for $138 for the day. I get to U-haul and they tell me I am unable to pull the trailer with the Home Depot truck. I explained to the manager that I called and made the individual on the phone aware of what I was doing. I asked if I could use one of their vehicles to tow it. They said yes, but I would have to pay per mile. This would have made my rental cost over $400 plus tax and gas. I asked them to waive the mileage due to the incident, but they refused. I told them that I would like to be reimbursed for the $138 that I just wasted on a vehicle I rented for no reason. This is the minimum of my lost funds due to the incident. This was on Saturday 9/23. The manager told me they needed to submit a ticket so they could listen to the call and would get back to me. I have still heard nothing back. Terrible experience. I recommend looking into your options before choosing U-haul.

I'm there almost everyday, their staff and manager are the most helpful, courteous folks. Never had a problem with this location.

We were provided friendly, competent, top notch service! Best and easiest experience I've ever had renting from UHaul.

Very surprised to hear the way my parents were spoken to at this location by Mason Howell. They were told a one-way Uhaul drop off includes one month of storage free. Upon getting there, Mason seemed to have an issue honoring the offer. Once getting the storage unit, there was a car parked in front of the rented out unit. My parents proceeded to mention this issue to Mason and he said it was the Manager’s car and there was nothing that can be done to move it which of course made the unit inaccessible. My parents made mention that Mason was basically yelling at them and demeaning them to the point where my mother had to remind him that she was the customer. Fortunately enough, another employee stepped in and handled everything professionally and magically resolved the issue. Instead of one person handling the issue it took two. Instead of using appropriate customer service skills to listen, acknowledge, and resolve… the issue was needlessly escalated. Not a stellar representation of any brand, let alone one as big as Uhaul. One can only hope Mason can find a different job in a more fitting setting with less responsibility to avoid these issues from unnecessarily escalating in the future.