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March 2024 by T J.
The costumer service at this location is the worst I have ever encountered, it has been a nightmare dealing with the management and staff. They are disrespectful to their customers and have locked me out of my storage room when they had no reason, multiple times now. I have made a complaint to corporate but I'm still standing outside being denied access to all of my things. Do yourself a favor and avoid these people all together. Probably not going to do business with uhual ever again bc of these people and how horrible they have been to me and my wife. I really hope U-Haul corporate steps up in a big way in the very near future as I have spent a lot of money with this location as well as others during my lifetime. I will never spend another dollar with U-Haul if this is not adequately addressed very soon.
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February 2024 by Bassem Ayoub
I have been using this location for all my storage and truck rental needs in the last three years being the closest to me.. during that time i have been dealing with 2 managements and many staff members and it has been up and down with many remarks however.. since the GM has been replaced everything has remarkably improved.. i m writing this review because they deserve it.. i have never come to the new GM miss Tina Jones with an issue or a request without being totally satisfied at the result.. either it was a service issue or a request that could be approved or disapproved she never disappointed me or did i never return disappointed.Thank you all at Uhaul of North Plano for the great service and the remarkable improvement. BB
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January 2024 by CB Wat
Super easy trailer rental - rented online, showed my ID and a bit of paperwork. Trailer was tightly parked, so the guys even pulled it out for me!! Equipment in great shape, and people super nice. Running a bit behind on our move, called to let them know trailer would be back a little late and it was no problem.
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January 2024 by Ashton
The only reason i’m giving 3 stars is because there were no issues with the truck, and the great customer service from Joseph.On the other hand, assistant manager Daniela provided the worst customer service i’ve seen in a long time. When i came to return the truck, i asked her about an extra charge on my card and how we can fix it. She looked me in the eyes and said “i’ll do it later i’m going on break, my food is getting cold”. I was in shock that a manager would speak to a customer that way. In the middle of our conversation, she was more worried about her lunch than helping a customer. There was another young male employee who witnessed her behavior as well. Daniela is definitely not manager material, or customer service material for that matter.With that being said, Joseph absolutely saved the day and made things right with the extra charge, so thank you Joseph and the other young man who was helpful!
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November 2023 by Chris Hardin
The people here were amazing no problem there. But we drove 10 miles and the truck used 1/4 tank of gas. We didn’t leave it running or anything. I know we should have filled it up but we were in a hurry so I understand that we had to pay extra for it but $37 for 1/4 which it said was 7 gallons is kinda crazy.
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September 2023 by Steve Floyd
Daniela Andresen and Tina Jones was extremely rude. I came to the location I was told to go by the service tech from the McKinney location with a reservation to pick up my trailer. I paid / put my card on file at the McKinney location already and thought I was good to go. After loading up and driving off, she bangs violently on my window and she accused me of trying to steal the trailer! This is no way to treat a customer! She proceeded to demand to tell the staff to TAKE MY TRAILER OFF THE HITCH, wasting my time. Horrible, horrible customer service.
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September 2023 by Bernard Lane
U-Haul on Kathryn Lane in Plano installed a hitch on my car in record time. They made sure they had everything needed before I got there and Tina was very courteous. While I was there I got some moving estimates and Rita gave me great information and answered all of my questions. Great service!
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September 2023 by Saraa a
Thank GOD I moved away and will never have to deal with this place ever again. Every single thing that could have possible gone wrong with my reservation, went wrong. Originally I made a reservation WELL in advance for a 10ft truck and an auto transport trailer, and 2 dollys to make the loading and unloading quick and painless. Online it said both were available for the dates I needed, perfect. 2 days before pick up I get a call saying that they didn’t have a 10, but they would give me a 15ft truck, and the transport trailer. Fine. Whatever. I had less than a studio apartments amount of things to move, whatever. Pick up day comes around- reservation time 1:00 pm, I arrived at 1:06 due to airport traffic. So sorry. I then proceeded to wait in line for 30 minutes inside. Once finally to the counter, Daniela was the person that I was oh so unfortunate as to have assisting me. Blah blah blah, I told her the reservation information, she pulled it up, and the for the next 15 minutes proceeded to go through every part of the reservation and selections I had made for moving “insurance,” that I had already answered online. Once that repetitive mess concluded, I was then informed that they don’t have they dollys and they only have ONE available appliance dolly for an additional fee. What choice did I have here? I was moving from a 3rd floor apartment to the truck at ground level, impractical but I’ll have to make it work. She lets me know I’ll get a few links to inspect everything before I accept the pick up, yadda yadda, we head outside. 45-50 minutes in? The truck gets pulled up finally, I begin the “inspections” - as I’m about to state that the truck was not full on gas at pick up I was asked to pull my car around to start loading it up on the trailer. No problem. Except the car can’t get on the trailer. The nice guys working their A’s off outside in the 100+ degree heat tried everything they could to minimize the incline onto the ramps, the angle, everything, but we couldn’t get it to work. Fine, whatever. Again. I needed to trailer the car because I didn’t think it was safe to drive the 10+ hour trip, but I wasn’t ready to destroy the front end or undercarriage fighting to get it on. The guys outside felt horrible, they really did try their best. We decided to ditch the trailer. They informed Daniela inside of what was going on, and I was assured once the trailer was disconnected that it would be removed from the reservation and I would just get an updated contract sent to my email. Seemed easy enough. On my merry way I went. After packing everything up on the ridiculous dolly I was given, ready to depart, I get a phone call… from Daniela. In short, I was told that when trying to adjust the contract it was completely cancelled, and when a new one was made they tried to REcharge my card, after just charging the high end of 1400 dollars, and that she needed a different card for payment (for an undisclosed new amount,) to which I informed her that I did not have one. I was already moving under extreme circumstances and had to borrow money in the first place to be able to afford the truck and escape, I did not have any additional funds. She then proceeded to ask if I had someone else’s card number that I could give her… no, I sure don’t?! I explained that the money I had on my card was enough for the rental and gas from there and to where I was going, that she would have to wait for the funds that THEY were holding to refund to my card, and that it was absolutely not my fault that someone made that mistake. I was told that if I don’t pay it will appear that I “stole” the truck. Great. More stress. A mild argument went on, and she said that she would escalate the issue and call me back. She did not. Days went by, my trip was completed, and I get an angry phone call from the family member who helped me stating that I now owe HIM $1200+ for the rental. Who contacted him? Charged him? How? Why wasn’t I contacted? Someone needs to explain this to me. This was a nightmare, & Daniela’s position clearly needs to be reevaluated.
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September 2023 by Daniel P
Unprofessional, worst experience ever. Had a reservation for a 17’ truck all day and thought im good, came to pickup the car 2 hours late because I was still packing and they no longer have the truck I have reserved for over a week available …… they over booked and i have to pay the price! They even forgot to give me my dolly that I paid forIt Cost me +400$ in extra hours of labor because we had to do 2 loads and they took 0 responsibility
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July 2023 by Natalia Darling
Please tell Irena to read the reservation before calling someone early in the morning on a reservation that had already been extended, and that someone else had already called about moments before she called. Then she had the nerve to want to argue and ask me repeatedly about information that was already on the reservation, she tried to get me to extend it longer because she says it’s a weekend. I told her that also requires more charges. I did not like her attitude at all.
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July 2023 by R Lee
I went to drop my trailer this morning at 730a, Sunday, before they opened @ 9a in the pouring rain. I asked Brad where I could drop it, as to not interfere with him clearing the night drop offs (20+ trucks and trailers). Without skipping a beat he showed me where to park and unhitched my trailer in a couple of minutes...He was proactive, polite and never ceased smiling during this onslaught of rain. Hands down the best finish to the worst rental experience I've had in a while.
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July 2023 by Rachit Mathur
Worst customer service and also they charged me toll where I have not used any toll road during my rental. I called few times and wrote an email but every time they disconnect the phone and never reply to email.
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June 2023 by Tristan S.
Useless customer service desk causing us to wait for over 20 minutes just to speak with a single human being. No eye contact from employees. Clearly can hear lack of comprehensive understanding of the employees jobs. Not to mention the reason was up there was because of their own stupidity locking a locker for nonpayment when i inquired it was "a mistake" there was no nonpayment. Took another 15 minutes to get help from there.
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June 2023 by J Lee
Needed a hitch installed on the back of our car so we can install a bike mount. Read online that U-Haul is very effective at doing hitch installs.Went to the U-Haul website and plugged in car details. Turns out they offer the same hitch as what others recommended (Curt brand). Price was competitive (within $5-10 of Amazon) and labor was reasonable ($80 for 1 hour of labor).Scheduled same-day installation. Staff were professional and got me in and out within 30 minutes.Would recommend anyone looking for hitch install to go with the all inclusive option (hitch purchase + install) at this U-Haul location!
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March 2023 by D. H.
Went to get a propane tank filled. Very quick, go to the filling station get the tank filled out the tank in the car and walk inside and tell them you're paying for propane and pay.
