U-Haul Moving & Storage at Bruns Ln

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Rodney Yoswig
4 years ago
Needed a van for a light move to Chicago. Reservation made a week prior for a specific van by Make and I'd # according to salesperson. Was quoted a price $163 for the trip. All good let's do it. Went to pick it up Saturday morning no van reservations in the computer for us. They did have my contact info in there however couldn't tell who put it there. So van was gone however they had another so it's all good....but wait now it's $238 for the trip. Well I need it and manager advised prior employee made a mistake. So Sunday I returned the van and salesperson checked out the van and came back and said I drove xxx miles and it would be $196...WTH. After talking to him the process was explained to me in better detail. My suggestion is they all need to have some training to provide accurate and upfront rental information.

  Groovatron Ron
9 months ago
Follow-Up to my previous review - Managment at U-Haul Moving & Storage at Bruns Lane reached out after reading my review. They were apologetic and determined to make the situation right. I really appreciate the follow-up! A lot of companies offer canned responses to negative or positive online reviews but management at this location called me and personally offered to make the situation right. That's says a lot for them and shows a real commitment to customer service even afte the sale!

  Doug Dillon
a year ago
I have been storing a boat and truck at this facility for several years. The facility is supposedly secure. There is gated access and security cameras. My boat had some minor vandalism occur at the facility three years ago. UHaul was great about taking care of the loss. This April my truck was vandalized at the same location, but this time the UHaul management has been unhelpful. I have been lied to and ignored for months over this matter with no resolution from them. I would give zero stars if that were possible.

  Jenny
2 years ago
Rented a 10ft moving van. It broke down a block away when I called to tell them I was told it's MY Problem. I blow up. I called the number they gave me it took over 4 hours for someone to show up in a old pickup. My friend showed up at the same time & fixed a loose battery cable so I could drive it back to Uhaul.. I was told my C.C would be credited back Not Yet!! I did have 2 storage units for 8 months, I've cleaned those out. Never Again!!

  Leslie Galloway
9 years ago
This was the worst experience I've had in the 10 years I've been using U-Haul, and considering the last time we used them an employee backed into my step dad's car, denied it and laughed at us until we called the police and they were forced to give us their insurance info... that's saying a lot. I went to pick up the van that I had reserved online, and even though there were 2 employees and only 1 customer ahead of me, I still had to wait about 10 minutes before I was helped. Everything was normal until we got to the part where you can either pay their $10 damage insurance or decline and pay out of pocket if anything happens to the van. AS I ALWAYS DO, I hit the "decline" option on the pin pad. The employee then backed up to the same screen I had just declined their coverage on, and said I either pay the $10 fee or give them $1000 (YES, SERIOUSLY). After a few minutes of back and forth ensuring this guy I had NEVER EVER had to do this, I went ahead and accepted the $10 fee because I was on a tight time schedule. When we got to the last screen, when he asked me to swipe my card it showed that I was paying $80. I didn't remember this from before so I asked about it and he simply said "don't worry about that just hit accept". So I did, knowing they put a hold (usually open, and not actually charging you...) on the card you use and they finish payment when you bring the van back, so I assumed the $80 was an arbitrary number that wouldn't actually come out of my account. After I left, I kept thinking about the $10 charge and no, $10 is NOT going to break me but it is just the fact that it felt like this older man probably thought that I didn't know what I was doing so he could take advantage of me being a younger girl. After we left I contacted U-Haul's customer service and they told me I could indeed decline the $10 charge WITHOUT paying a $1000 "deposit". When I returned the van another employee was helping me and I explained to him about the $10 charge and he was gladly going to refund it, until the older man walked up and again started arguing to me about it. At this point I told him I had already spoken to customer service AND I pulled out the info brochure he had given me earlier and read to him their policy on the $10 verbatim, and he STILL told me I was wrong and the brochure with their policies wasn't correct!! He eventually did refund the $10, but I noticed that the $80 from before had been taken out of my account and instead of charging me the correct price he refunded me the difference.... when I tried to ask him about this he interrupted me and said he had no idea what I was talking about. Needless to say, if that guy (pretty sure his name was Joe (Bruns Lane location in Springfield, IL), he wouldn't let me have my receipt because it had his name on it) keeps working for this company, I will NEVER use it again.

  Alex Gonia
a year ago
The people working here are great and extremely helpful! I moved long distance and they were all extremely accommodating, flexible, and helpful in every way I needed. Can't recommend this store and crew enough!

  Jeff Strocher
3 years ago
Would give negative stars if I could. Worst experience ever. We rented thru the website and selected Bruns Lane as our pickup location (very close to our house). A few days prior we were told the truck that was assigned to us needed picked up on the other side of town at a furniture store as it was just coming in from NC. We questioned why we had to go there to get it when the yard at Bruns Lane had several in the size that we needed. We were told they couldn't do anything about it and that is the one we had to use. We asked if the truck would be inspected and cleaned after it's trip in from NC since we were taking it to FL. They said it didn't need inspected. We went round and round and finally ended up picking it up at the furniture store (but we still had to get the trailer at Bruns Lane). They were not happy with us and said we were being difficult because we insisted on the inspection (we wanted to ensure our safety on the 1100 mile drive) while towing a car! They relented so we then had to drive it to the other store (where we wanted to pick it up from on the first place) to have the inspection. It was NEVER cleaned (really??? especially with COVID)! The wipes that we used to clean the steering wheel and cup holders etc., were black they were so grimy and evidently hadn't been cleaned in some time. Disgusting! Truly awful.

  Trelver L
4 years ago
This place is NOT SECURE. Our RV was broken into even though they had cameras and gates. Their cameras were not working. And they DENIED any liability. They REFUSED TO PAY FOR DAMAGES AND STOLEN ITEMS because they said it is not covered unless an employee had committed the crime. DO NOT RENT HERE unless you want to have your things stolen. Then when we moved out and canceled our contract they neglected to actually do that and continued to charge our credit card.

  Anna Boyd
4 years ago
I have been there twice this month. The older blonde white woman in mid to late 40 s to 50 s has horrible customer service skills. Complains while helping customers. I left and came back another day to have someone else help me . As long as you don t deal with that lady . Then you are good.

  libby shawgo
6 years ago
I made an appointment for 10 a.m. on a Saturday. I called back with a follow-up question and was told I needed to be there at 8 a.m. I showed up at 8 a.m. and waited in line for 15 minutes because there was one person working. Turns out the hitch guy was scheduled to be there at 9 a.m. The one guy who was working was very competent and friendly, but the owners need to make some improvements. I will not be back.

  Louis Chi
2 years ago
Trash Place exist in this world. My Ubox was stored in this placed and when I want to make a delivery for the Ubox, I have called 2 days in advance and there is no confirmation until the day the Ubox supposed to be deliver. Furthermore, once I called they never confirm the delivery and delayed it for almost a week. People in here do not have any responsibility to customer and does not want to blame for what they did. IDIOT services

  JPN Builds
2 years ago
If I could this place a half star actually not even a star I would they are terrible at least the people at the desk. They lied to the other uhaul center we were at about the trailers lights being out and they called their boss and the boss said they had lights and then they wouldn t accept my girlfriends drivers license because there s too many fakes going around and they said it was policy

  Steven Phelps
8 months ago
Trent@Bruns Lane Springfield IL store and all the staff here are very efficient, helpful and very understanding and have been there for me for all my needs

  Jenna Abbott
3 years ago
Employees at this location were not wearing masks (fyi for those concerned with that) and seemed to have no clue we put in an online order for pickup. We had to fill the order ourselves when we arrived for pickup. We'll rent a truck from U-haul, but I won't go back to that location again.

  sean cain
8 months ago
Corey at the service desk was very helpful, efficient and courteous , both checking out the trailer and upon returning it!!

  Shane
4 years ago
Worst customer service I have experienced. None gets back to you, even the management (JOSH). They have no problem taking money out of your account. I contacted their corporate location as well as the BBB to try and get my issue resolved. What a nightmare

  Just J's Lawnscape
a year ago
The GM Trenton was super professional very understand. very calm and all this while beung short handed! This man needs a raise!

  Tom Fine
2 years ago
We have needed Uhaul trucks for two moves recently. Tyler has been great to work with and really came through when we needed his help. Excellent to work with!

  Bianca Jones
6 years ago
I dropped off the truck here and the gentleman was wonderful! He was speedy in the checkout and efficient. When we went inside, he explained the bill again and went over everything. Awesome service!

  Marcy Newbold
a year ago
I had a completely normal experience here. We rented a storage unit, then a truck when we moved. Employees were nice.

  Bruce Kinnett
3 years ago
These are great people to work with. Returned a truck I rented over weekend. Rebecca, what a trooper! Even with one arm in a sling, she was so efficient and accommodating. Returning the truck was a breeze.

  Debbie Morris
7 years ago
That is the worst Uhaul experience ever, they helped me pack unit so poorly I have been paying for two units because you couldn't use the last 3 feet of unit. Price has gone up every year, huge gaps under doors...praying no critters have invaded. Worst customer service

  fred sebree
8 years ago
Showed up twice because they told me there was available 10x10 storage. Both times they were incorrect, the second time I had them physically check for me. Management at this site is incompetent and unable to keep track of the storage availability. Packed up my vehicle twice, drove through town and was turned away twice.

  Ellen Watters
3 years ago
Left me on hold for more than half an hour. I went into the store for a quote instead, and discovered none of them are wearing covid masks. Decided to rent elsewhere.

  Lynnsei Leach
5 years ago
I had issues with the Stevenson location and the manager worked with us to make it right to the best of his ability. I will only be doing bussiness with the Bruns lane location from now on!!!

  Michael Nudo
3 years ago
I must say Owen and his entire staff was a pleasure to do business with always have a repeat customer with me, constantly changing with the times they couldn't have made it any easier

  Andrew Dewey
5 years ago
Andrew and staff are tremendous! Made suggestions that ended up saving me money. Don't see that much these days.

  Hari S
8 months ago
Monkey business, they charge with hidden fee,, never coming back

  Shawn Scott
6 years ago
Always only 1 worker, usually have to wait. If you walk in and don't see anyone, wait 10 minutes before leaving if you aren't in a rush

  Derek Ayers
5 years ago
Andrew was great with help filling propane. Quick easy friendly folks.