U-Haul of Arlington Heights IL 60004

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StarSeeker

I had a very disappointing experience at this location due to poor customer service. The manager and front-end employee treated me and my children as if we were an inconvenience. The wiring for my hitch was installed incorrectly and took much longer than promised, with no communication about delays. As an out-of-town customer with children, I was frustrated to pay $50 for an Uber ride home due to the inaccurate time estimate, and I received no empathy from the staff.<br><br>However, I must commend Orlando, the GM, for turning this experience around. He reached out to address my concerns, listened patiently, and showed genuine empathy. He assured me that he would retrain his team to improve customer service. While the store manager offered some compensation, Orlando went above and beyond by reimbursing my Uber fare. His professionalism was a breath of fresh air.<br><br>I also had a great experience at the Fox Valley location, where my hitch was corrected efficiently. If it weren’t for Orlando’s actions in reaching out after the fact, I would give this location a one-star review. Because of his efforts, I’m bumping my rating to three stars. If I had dealt only with Orlando, this would easily be a five-star experience.

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Vito Kitik

November 2, 2025 about 11 am I came to orent a truck. I was using this location for years. The woman that working at that looked like she has some infection disease on her skin. I didn't bother though and proceeded renting the truck as usual. Apparently, this time I was asked for the second phone number. Who has the second phone number ?! I told her that I only have one phone number and she said : " second phone number or no rental - you can go to other locations they mau help you" - so I told them that there is no reason for this attitude and she doesn't have to be that rude. I don't know what's going with this location but they definitely need to change their stuff if they want to stay in business because now I will suggest all my neighbours to take and extra mile to go somewhere else. I am also filling the customer service complaint

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Ava Miller

I normally don’t leave reviews for businesses as I’ve worked in customer service and know how difficult those types of jobs can be. I had an uncomfortable experience here that I wouldn’t wish upon anyone else. An employee spoke to me in a degrading and disrespectful manner. Please think twice before coming here as the customer service is poor.<br><br>1) I arrived at around 2-3pm on Monday afternoon and there was no one inside the facility. This is usually normal as the employees are serving people outside. I waited for around 10 minutes and decided to call my dad to see how many moving boxes we need. As I was on the phone with him, an employee walked in and went to the front desk. He didn’t really greet me and immediately made a comment referring to my phone conversation ( which he overhead the very end of). Before I even had the chance to greet him, he told me that if I really wanted five boxes, then I should be holding them and be prepared to pay. The tone in which he spoke was quite alarming as I was doing nothing wrong. He reprimanded me for not being prepared even though I was not aware of where the boxes were located within the store.<br><br>2) Apparently there is a back room with boxes and other items for purchase. This is not intuitive and unclear upon entering from the front door. How was I supposed to know this? Eventually, the employee led me into the back room and I was able to pick out boxes. If I had known where the boxes were this entire situation could have been avoided and less uncomfortable. Throughout the rest of the experience, the employee barely spoke to me and made me feel bad for asking a question about the boxes. I am convinced that no matter what I said or did this employee would have been rude as he seemed to be in a bad mood.<br><br>I don’t appreciate the unnecessary comments or attitude. It is very wrong that my experience was so uncomfortable and inappropriate. All I was doing was asking to buy boxes! My family has been using this U-Haul location for a long time and we will not be coming back. I have made a complaint to customer service.