I had a little mix-up on my end with the equipment I was using. Three gentleman at this location: William, Paul and Nathan were total professionals and very helpful to me to get things straightened out.I’ve used this location 2-3 times for different hauling needs and have always been more than satisfied with their service. Appreciate you guys.

I set an appointment to get a hitch installed, and arrived at the correct day and time of the appointment. This location did not get the parts in time, and did not call to reschedule or find a solution to this issue prior to the appointment. Despite the clerk saying a voicemail was left, there was no record of a call from the location or a voicemail regarding the hitch, appointment, or lack of available parts. In addition, there is now no record of the transaction or reservation on Uhauls website, despite having a confirmation in email of a reservation. I would not bet a successful move or hitch install on Uhauls or this locations ability to service a reservation.

We rented a cargo van for 3 days. The majority of those days the van was great and everything went smoothly. On the 3rd day we had to drive for awhile in the dark. We kept getting flashed by bright lights and nearly hit from cars behind us. This was a dangerous and unpleasant drive. Once home we discovered that the tailights only lit up when braking even when the headlights (normal or brights) were on. The manager dismissed our concern, implied we didnt know how to use the headlights (we did), and asked what we were trying to get from complaining. He, then, implied that we were being difficult to get a discounted price. He did not fully listen nor try to understand our issue as he only checked the brake lights when the car was in park or in drive while on the brake (the only scenarios when the lights worked). He was extremely rude and condescending. I am concerned for the next customer who drives this van and hope they are driving during the day.

Terrible. Had employee tell me off and be totally ignorant. When I asked him for his managers name he said Good he wont do anything I contacted management and corporate and I never even received a call back. Staff ignores customers as much as possible.

Do not rely on this location for anything. Past rental experiences have been mediocre. Multiple times, with several weeks advance reservation, they sent me to WI to pick up equipment adding 70+ miles and 2 hours to my prep time before I could even pack. One trailer I did get from them had a tire cupped so badly and leaked enough air overnight that I lost 4 hours waiting for it to be serviced along the road. But, my worst experience to date just occured: I ordered a hitch for install by them last week. The informed me that, for an addition $60 fee, it would be expedited with 1-4 day delivery. That would have placed install on Wednesday. It did not arrive. Checking with them Thursday they absolutely guaranteed it would be there by Friday at 4PM and they would have someone there to install it. Because of this, I delayed departing for my trip by a day. Well, at 4PM Friday they told me it would not arrive and that I needed to wait until Monday night. Nope, I must be at my destination, 1600+ miles away, by Monday morning. They tried to blame it on FedEx but, in reality, they charged to expedite and never did follow through. I cancelled the order and waa forced to use another vehicle. Do not rely on these people. They dont follow through and they dont care. Future reservations will be with another uhaul store; if I use uhaul at all. Avoid using the Crystal Lake, IL uhaul location at all costs. Or be prepared to be screwed.

I had a interview with U-Haul on Tuesday morning I got there the Manager was still in Wisconsin and employee told he would reschedule the interview with me its been a week with no phone calls or returned calls.

It had been twenty years since we had rented a U-Haul and we didnt remember a thing. The two gentlemen working at the desk were very kind and friendly and patient with answering all of our questions. A young guy even showed us all of the controls (lights, mirrors, etc.).They pulled the U-Haul up to the office for us so we didnt waste paid time walking.This is a good U-Haul location for the selection and pricing. We looked at a different U-Haul location that didnt have all of the sizes the Crystal Lake location had and was much less reasonably priced.All in all, would highly recommend. Overall, it was also 1/6 the price of hiring movers and a much better experience than I anticipated. The cheaper option also became the less stressful option because of Crystal Lake U-Haul.Would give 10 stars if I could! :)

Janet was very helpful and a pleasure to speak with!

The propane tank equipment was frozen. So no propane. Next time keep the tools from freezing inside like u said u were going to do

I was getting a motorcycle trailer and the associate broke off my wiring on my truck harness. Granted the associate tried to make it right but the manager told me I was S.O.L. and didn’t try to remedy the scenario at all. Cost me my whole day.

Paul must be very unhappy with his salary at U-Haul. The customer service here is stupid bad😭

Stopped in to buy a hitch and Brandon was super helpful and even assembled it for me. Great, friendly service.

The place is decent at best, not only are they way over priced when it comes to storage but they only have one entrance to their huge building to load and unload. If you have a unit in the back corner like I did (largest, $140 a month) you have to move your stuff across the whole building on tiny tiny little carts. It took us 10 carts and 3 hours to move a 2 bedroom apartment into the storage locker. Im moving out today and cant wait.

We drove an hour and a half to this U-Haul center because our local one was out of U-Boxes. Before driving there we called to ensure that they had them available, and asked about pricing. The representative was unable to provide us with any pricing information. Since we had previously looked it up online, we decided to go through with it and hope it was the same price that we were quoted online. I also asked if there was a daily fee for holding the box at the destination U-Haul center. The representative told me to wait just a moment and put me on hold. 15 minutes later, without even taking me off of hold and apologizing, he just hung up.Upon arriving to the store we spotted the U-Box on its trailer ready to be picked up. Despite the fact that the box was completely ready to go physically, we were at the store for over an hour while two employees fumbled through their computer system trying to create our contract. They swiped our credit card four times while whispering I hope this doesnt charge them every time to each other while attempting to process the payment.At this point we were a little nervous but left with the box because we were short on time. We had the box for two days while we filled it and returned it on Monday evening. Once again the employees had no clue how to use their computer system (as they verbally stated over and over) and we sat there while they called support. 45 minutes later they were still unable to get it working and told us they would talk to support the next morning and call us with an update. We have yet to hear back from them, and it is has now been two days. When I try to call their store, I get put through to a remote call center who cannot connect me with the local store.We were told our box would take 7 days to ship, so we dropped it off on Monday expecting it to be at its destination by at least Tuesday of the next week. We bought plane tickets and reserved hotels for the week to meet it there. It is now Wednesday and the box is still just sitting at their facility. I have spent over two hours on the phone with customer support over the last two days trying to reach this center and figure out what is going on, and have been unsuccessful. According to customer support, they dont even have a record of me dropping off the box. I will most likely be driving the 1.5 hours there and back just to speak with them because they are unreachable by their own phone number.Overall this experience was awful and I would not recommend it to anybody. The employees at this center have no idea what they are doing, and just hung up on me when they couldnt answer my questions. The general manager of the location couldnt even process our order, and never called us back like he promised. They have wasted almost 7 hours of my time now between phone calls and waiting at their store.I will post an update once this is all over. Wish me luck.

Ive owned about 3 units over the last few years at this location. The storage unit is great. The people that work here are great. If you have an issue and wish to contact them without actually visiting the facility is where the disconnect begins. The customer service agents are nice on the phone, but if you have an issue with your unit, you must visit the location. Apparently, emailing the location, sending a message via the call center, and sending messages online does not reach them. We will no longer be supporting this location, and possibly UHaul any time in the future as a result of this. A simple problem could not be addressed due to a lack of response from the facility.Im not sure how Google even rates this as a 2.9 where it should average out to about 2 stars. Use caution.

Have rented from this location and have received consistent good pleasant service. Enough people on staff who are courteous and helpful.

Super friendly. It was quick to get in, rent my truck and get moving. Drop off when finished was quick and easy too. Best uhaul experience Ive had.

Poor. Charged extra $50 + additional day for returning a trailer for same day. They claimed a family was waiting for the trailer I rented and that I should return it on time I specified. But they have 3 other similar trailers on their lot they could have readily rented the fictitious family they claim. Just modern day Rippers taking advantage of situation. They gained $50 but loss a lifetime of business from me. Will never return to this location and will never recommend.

They must not believe in double checking their work.Took my SUV in to have a trailer hitch and wiring installed back in April 2019.After discovering my right taillight was out, I returned to the facility as they were the last to touch the taillights. The store manager (who also comes off a bit unwelcoming) simply directed me to get in contact with their claims insurance company. Come to find out the taillight was never connected. Horrible service and when I pay to have a service done on my vehicles I expect it to be done as if they were doing it to their own. Double check your work Uhaul employees!

Two major problems with U-Haul, both happening in one week. One regarding a truck rental, the other hitch wiring. First, we had our hitch wiring installed in Crystal Lake a few months ago. This week, I was driving (no trailer attached) and the wiring on the hitch melted, smoked, and nearly caused a fire. I had to pay someone else to repair that since the smoke was so bad I couldnt drive to Crystal Lake.Secondly, the biggest issue, is that we reserved a moving truck for a move online, got a confirmation number, and it showed online we can pick up the truck in Crystal Lake. All in writing in an email. The day before our move, we went to check in online, and it says that its cancelled! We never cancelled it. The worst part is, there was never even an email saying that our truck was cancelled and no phone calls, either! We called locally and there were no trucks. I called a competing truck company and found a truck and the lady there said that people call her crying all the time because they go to pick up their truck on U-Haul on moving day just to find out it was cancelled for overbooking. Really aggravating.

Great People to deal with and will go out of their way to help with any issues that may arise. Secure and climate control to keep your valuables in great condition. A little pricey but worth it in the long run

William Bonilla and his staff were extremely helpful and excellent to work with even though I didnt have a reservation. These are are great and efficient and helped me get on the road quickly. I highly recommend the Crystal Lake U-Haul!

Picked up truck with less than a quarter tank filled it to same amount they gave it to me. They charged me $15 claiming I didnt fill the truck and then charged me a $30 service fee. I will never use Uhaul again! When I called in they told me there were no records in the notes. Whatever happened to listening to your customers. Sending a letter to their corporate office.

Always friendly. Units are clean and secure. Owner of multiple units here over many years. Currently have 2 rented while writing this review.

I made a online reservation and they said the truck was available for pickup. When I arrived to U-Haul to pick it up the employee working the front desk was rude and told me nothing was available for rental even though I had a reservation made. Then told me to go 14 miles away to another location to rent the U-Haul truck. This is the last time I use the U-Haul service because of there poor customer service. Next time I will use Enterprise or Hertz services.

Fast and friendly service

Wow. The best customer friendly service. Thank a lot for your service.

Great quick friendly service and reservation was confirmed and kept. Thank you!

Moving from mchenry to fox lake. Originally reserved uhal at mchenry 4 wheel drive but lost my reservation because the man entered the date wrong. Then my truck was available at this location in Crystal lake but was not worth the distance for gas.... lady on the phone didnt want to accommodate me at all and just pushed me off to their main customers service representatives. Uhal sucks use Penske cheaper and GUARANTEED!

Completely useless. Had a reservation that was not honored. Manager was unable to resolve the issue.

Terrible customer service!!! I had a storage Ubox delivered to this location and they didnt notify me that it had been received. I had to track down the shipment myself and physically go to this location to tell them they had my unit in there storage. If possible don’t use this Uhaul location. Obviously needs new management and staff that actually has a clue how to conduct a business.

Everyone was very attentive and helpful. Only complaint is that the location is a little annoying to get to.

Very helpful staff made it easy for my rental

Very easy process in renting equipment.

Good service and quick efficient employees.

Fair price. Extended hours.

Quick service during the windy cold

Wait time could be improved.

Under staffed took over 30 mins to rent a truck

They play with the gas numbers. Double check the gauges before accepting rentals

Always quick to help and get you set up. Get my propane refilled for my Weber Performer also.

Always have rentals.

Five and a half hours walking through their little store while they put a hitch on my car.

This place has the worst customer service employees with altitudes.

Horrible customer service. I booked a truck at one location (Lake in the Hills) and had to pick it up at this location. They were not willing to work with me on paying the mileage and told me to and find another rental copy. Very disappointed.

My go to place for propane tank refills.

Great location.

Get place friendly staff

Ok princes

Excellent

My spot

Great

Friendly staff