U-Haul of Arlington Heights

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. 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. 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.

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

The whole process was easy, and the staff was professional and friendly. The truck was ready upon arrival, and the rent was easy. The staff did a great job.