U-Haul Storage of Lake Oswego

This is positively the worst uhaul ive been to. No idea of customer service. Theyll take there masks off to talk in my face like i didnt just say my baby girl is immune compromized.

I first got helped by Dillon who is very knowledgeable and very efficient.Best place around to get a hitch installed. Was originally quoted an hour and a half wait but the Manager, Eli took the initiative and got me squared away within 30 mins. Thank you for the quality work and getting me on the road quickly. I recommend this place above the other uhauls. Clean, organized and well run is the impression here. Till next time.

My ubox experience was the worst. We scheduled our ubox arrival around our cross country move date so we can immediately have our belongings when we arrived. On my guaranteed date of 6/30/20, I called uhaul and was told my ubox was arriving that day. On 7/1/20, to my surprise, I had to make numerous calls and spend hours on the phone because this original location in Oregon actually forgot to send my ubox cross country. If I did not call uhaul to check on my ubox, it would still be sitting in Oregon. I was told on 7/1/20 that a manager would contact me but this never happened. My family which includes a child had no mattress to sleep on, no couch to sit on and nothing to eat our food with. Every time I called uhaul, no one knew what they were talking about. It’s as if they all had computer systems that did not connect to the same information. Every time I called uhaul, I had to update them on the status of my ubox; even after my ubox arrived late at its destination, I was still being asked by uhaul if my ubox arrived. I was given wrong dates multiple times. I received inaccurate emails, one email even said my ubox arrived 7/2/20 when it didn’t (causing me more wasted time on the phone). Someone inaccurately removed my movers at the destination and put self-delivery which caused even more issues and time wasted on the phone. I had to spend a lot of time switching schedules and coordinating with my movers. I understand mistakes happen but my grievance is that I never received a sincere phone call to say sorry for the mistake or even a phone call to update me once they realized their negligence of forgetting to send the ubox. I asked to speak to the general manager in Oregon and I was told no by the reservation manager (nice to know the General Manager is too busy for a valued customer). I asked for a specific amount of refund but was told no. I can extend grace to a company that admits when they have messed up and treats me like a human being and is respectful. Unfortunately, based on my experience, this company did not care. Employees acted like a scripted robot with no heart.

the truck rental process is great if you have one of the happy employees helping you. The storage lockers are clean, more secure than other facilities and since this new manager Eli has taken the helm, the RV parking lot is lit up at night which seemed to be a safety issue for me. Rachel and its been my saving grace as she makes you feel she cares and your not just a locker number like most “corporate” controlled company’s.nnthe lack of a star is due to the inability to reach the branch directly and sitting on hold for an average of 15 minutes for a storage question they cant answer anyway be because the calls are routed to “corporate” in another state. when you call the direct location and they are busy the calls are routed to corporate who then has a huge backlog. All they can do when you finalky get thru is to send a message thru the system to whoever is working. before you are transfered they give you several options to choose from but non deal with the direct storage unit rentals only U-box. i think this is a huge oversite. i think if someone has an urgent request there should be better handling. If you call to resolve anything close to closing you WILL NOT get a call back so be prepared to be frustrated. Dont plan they will followup because they will not. You will need to call them until its taken care of.

Staff standing around not helping People. One person at the desk 3 standing around not doing anything.