Customer Reviews for U-Haul Moving & Storage at Ben White
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Testimonials from recent customers of U-Haul Moving & Storage at Ben White
The price was decent and the staff was nice. The loading dock is a major plus!
Have more people on duty so the line of trucks and trailers waiting to be checked in on a Saturday morning doesn't threaten to spill out into the street!
Inside of cab wasn't clean from last renter, although moving interior was clean and that's what mattered.
Even with several people in line everyone was helpful and friendly
Don't know why your location gets bad reviews. After renting 3 vans over the last 10 days, every experience was excellent. I was able to pickup based on website reservation in less than 5 min every time and the return of each vehicle was even faster. Thanks.
The trailer broke down. We had to wait for 3 hours in 100 degree temperatures. We waited for an hour for a mechanic to come out and confirm that the brakes were were inoperable like we stated on the phone. Then we had to wait for another 2 hours for a wrecker because the mechanic could not fix it. Waiting that long is uncalled for.
Make the temperature in August cooler ;-)
The check in process was so easy, they did not make it confusing in the least. Best customer service EVER!
We made our reservations and chose our pick up and drop off locations months in advance. We got a call the day before our move that both locations were changed. The new drop off location was extremely inconvenient and getting there caused us lots of problems. The chosen locations should be honored.
Very happy with all services!
Even though it was the busiest moving day of the year, the staff was patient and professional.
I turned the truck in after hours, therefore did not go inside or work with personnel.
This was not the location that I was to use. We were in the University location but they would not let me drop it off as they had too many so we had to go several miles to the Ben White location. It should be the location responsibility to move excess off.
the clerk was not very friendly. she did greet us we just had to stand there and wait for her to look up. she seemed worn out. you guys need to have a "one line" arrangement where the clerks call the customers up, that way the patrons can be tended to on a first come first served basis and the clerks can finish up with the last customer (on the computer) instead of having someone standing there watching them. it's not a good system and it's not clear where to wait
They let us recycle out empty boxes whichever is very happy!
Our service agent, Kim, was fantastic and really helped us sort out our trailer lights problem. She was really patient and volunteered to step in and expedite our processing when another agent didn't know exactly how to solve our problem. Kudos to Kim!
Convenient, efficient accurate. Thanks!
great customer service was provided!
There were some blunders in expediting my reservation but the staff handling my transaction at the counter were patient, courteous and professional. My move coincided with college move-in day so even though I'm sure tension and stressors were higher than usual, my order was handled expeditiously. I know moving can be stressful but the staff here returned my patience and communication with the same. Highly recommended.
Well oiled machine. Very smooth from beginning to end.
The CSR no smiling, no smiling,
Also she was push me return back in4 hours
When we never know how long time we need to load and unload., and traffic and may be some accident
And Etc etc ......
Check in was quick, easy and efficient both at the front desk as well as in the yard hooking up the trailer. I wouldn't change a thing.
The plastic (rubber) floor mat in the back of the van was not attached to the floor and bunched up when we moved furniture into the van. I feel this was unsafe.
Very Fast Return! We drove up, they checked the truck and we were on our way! Five or so minutes total!
Great and conscientious staff
My drop off location was changed after I made the res causing me extra time to drop off and there were only two people at the counter...
Your facility is great. However the girls you have accepting payments are horrible at customer service skills.
Fix your trucks. Don't tell me sensors going off are "normal"
Very easy expeience, efficient and friendly agents on the phone and in person. Van was brand new, and easy to drive. Perfect for moving our son to College Station!
Michelle Molina, Kym, and Ariel? were and always have been so helpful. Ryan, the GM is a nice guy and does his best to keep a squeaky wheel running quietly. I'm sure that it is no easy task. I am a repeat customer and for the most part things are always tolerable. I have not found this to be the case at most truck rental locations. I would certainly recommend this Uhaul location to any future renters. I spent almost $25,000 last year at this location and that is for a specific reason. They are swift, thorough, and attentive. They treat clients like people, as opposed to their competitors like Budget and Penske, whom I have used and been disappointed. Even in the busiest of seasons they go out of their way to accommodate my requests. I would urge any future customers to utilize this facility. My only quarrel would be with the check out process. There are a few(one in particular) that finds it incumbent upon himself to be a "Christ figure" as far as the rules apply. The hand that feeds should not be bitten and it should not be my place to tell him that. Otherwise, it is a clean, we'll run operation and I am mostly pleased to arrive there every day. I would encourage your patronage.
Not sure how easily this would be implemented, but I think updated Uhaul trucks would be great. The current Uhaul truck dashboard is very limited and does not allow for use of GPS or Music players. This would greatly improve the Uhaul experience.
Great service! I was in and out in less than 5 minutes!
This was a well maintained location. Easy to drop off, friendly staff.
Super friendly staff, let me pick up van a few minutes earlier than my designated time. When I was worried about being a few minutes late, they were nice enough to say I wouldn't be charged extra. Overall a great first experience with U-Haul.
GET NEW MANAGEMENT AND GET RID OF PISS POOR SUPERVISORS. I HAVE A HORROR STORY TO TELL THE AMERICAN PUBLIC AFTER BEING THREATENED TODAY BY LUCINDA HERRERA, WHO CLAIMED TO BE A SUPERVISOR. SHE TOLD ME SHE WOULD REFUND MY MONEY, BUT WHEN I ASKED FOR UHAUL CORPORATES PHONE NUMBER, SHE TOLD ME SHE WASNT GOING TO REFUND MY MONEY. I HAD TO ACTUALLY BEG HER THE REFUND SHE WAS GOING TO HOLD BACK. I JUST WANTED UHAUL TO KNOW THE NICE PEOPLE I DEALED WITH ALONG WITH THE LUCINDA HERRERA'S OF UHAUL
when calling certain stores you cant get a hold of them directly it allways someone else.
When you promise and verify (via email and text) an appointment time to a customer, do not call them a day in advance and pretend that wasn't a "real" appointment. Crystal at the Ben White location should be retrained: Her attitude and not the multiple phone calls trying to figure out what time my new appointment was (since texts and email differed from what was told to me over the phone) was what made me cancel the appointment.
VERY helpful and courteous - great staff!
Ubox was not available for pickup at my desired time. Nor did they have my reservation for unloading my ubox on the correct day either. Numerous problems, Will not be using either again.
My swipe card never worked. I think that should be better taken care of. Also I had to call a few times to ask questions and was hung up on once. Other than that, I never had a problem with the staff.
Fast check in process at this location, much like a rental car drop off. Well done.
Mostly because of location I would recommend. The drop off was not well organized. We did not know what to do and no one greeted us for quite a while.
My friend and I had a fun time driving the Uhaul around and appreciated the ability to drop it off after hours without incurring charges.
I had problems with card code access for my exterior-entrance unit. This presented a problem when I wanted to access the unit early on a Sunday and before work but no one was on site to help.
U Haul sent me 8 miles from my final destination to drop off the trailer.
They only had two workers even though know they would have a large amount on returned trailers and trucks.
I had a drop off location 1 mile away.
This caused a 1 1/2 hour delay because of traffic in Austin.
Service was speedy & customer friendly. Everything was handled in a very professional manner.
Very courteous, professional staff. A great rental experience. Thank you.
truck was empty of gas and the windshield was filthy. I had to argue with them to get the price correct to agree with what I was told on the phone. I will never use a uhaul truck again. I had to put a large amount of gas in the truck and I turned it in with a lot of gas. I better get a refund. Earnest Adkisson
My truck rental was given to someone else, but they made another available to me for 10 hours instead of my requested 24 hours. I made arrangements and returned the truck within 5 hours. For two days I received calls from the store asking when I planned to return the vehicle? I told them I had returned it both times and they thanked me. I then received an email stating that my truck was returned, but it was not my name- only my email address? I called to confirm I was not charged the amount shown and was told I wasn't. My email was somehow tied to the other person?
Everything was great. The only thing that might help is if the store stays open late than it should be able to take the keys when the equipment is returned. It s not a big deal to drop the keys in the box but sometimes things happen and it would help knowing that the keys were returned to an actual person. Other than that great service.
I rented a 15-foot u-haul for a one-way move and am very happy with all aspects of the service, particularly the option to extend rental on a per-day basis and complimentary 1-month free storage.
Great facility, access hours, safe n clean... just too expensive but understandably competative for the area. Thanks for the space!
Customer service was terrible and very un professional. Very rude.
Second time renting U-Haul from this location. This place is efficient. No wait time to get vehicle. The staff are very helpful. A+
The $19.99 for the truck was misleading. I ended up paying a lot more.
I would not change a thing . They were the most helpful and friendliest staff I have ever used
Friendly service personnel.
While the location itself was fine, I did not like being switched from my original location (1 mile away) to this one, which was 30 miles away.
The central reservation center mixed up the location I wanted to pick up the trailer at but the location I requested the trailer be rented from had the equipment I needed.
Send fewer e-mails & ask for fewer reviews/feedback
I reserved a truck 2 weeks in advance and on the day before my move I get a call and I am told that there where no trucks for me in Austin. what is the point of having a reservation system if you guys don't even honor it? I was told people had made reservations for trucks a year in advance, why wouldn't you just tell me on the phone that you were booked up? Why did you say then, that I would have a truck in Austin? I had to call in sick to work and drive 3 hours to bandera so that I would be able to move out and not violate my lease. I was told by your employ in bandera that uhaul over books on purpose, and that there location makes lots of money by you guys screwing people. I could have gotten in legal trouble with my apartment because of you. You guys are scammers and I hope all your locations get flooded with go-gurt and all the AC's go out so the go-gurt petrifies and it smells real bad. Forever. F word you guys
Lower your prices, your competitors charge way less for the same rentals.
One complaint: we happened to find out Sunday 7/26 it arrived Friday 7/24. I wasn’t contacted by anyone when it got here.
Improve costumer service.The lady was rude and not costumer friendly not going back !!!!
I dont see for improvements. They have always help me when i ask them for something. Thumbs up!
We dropped the trailer off during off hours. The lot was very dirty with trash and blankets and junk all over the ground. Other than that, everything was fine.
Truck has issues with the stability track
The one and only "issue" I had was the lady who was giving me the van made up the most ridiculous excuse as to why she was giving me the only old van in the lot. I asked her if I could get the newer van knowing they have better mileage, and she said people don't like the new car smell. But she was very kind to switch me to the new one upon request. And I loved how energetic and engaging the guy I dropped the van off to was.
Nothing. These guys have it figured out. Plent of clear signage indicating where to return equipment. Lightning fast check in. I was done in 5 minutes. Bravo, guys! Keep it up.
Excellent customer service! Wonderful to experience service with a smile.
I paid for extended hours to be able to access my storage unit after 7, I did not receive a card, just a code. The code never worked, when I called customer service they were not able to help me.
Online check-in made it fast and easy.
Have employee taking reservation ask if you have the ball for the hitch. I would've liked to get one less expensive elsewhere, but didn't know I needed one in my existing hitch.
Communicate with customer. The online system is very user-friendly. However, all the problems that I had happened after I signed the online order.
I would like to see you explode making the pickup and checkin more automative meaning I would be able to use a smartphone app for the whole process. Also, installing a black box with video cameras would be beneficial.
Busy place on Sunday morning!
Customer service needs improvement. Staff weren't as friendly as I would have hoped.
We were told the day before pickup that we'd get a brand new truck, with 30 miles on it. But that truck was given to someone else, and we got one with 30,000 miles on it. It worked okay, though.
Appalling experience. I didn't realize the 6-hr rental could not be extended. My son called at the 6-hr mark to extend the rental because the move wasn't complete. The rep was vicious, threatening and unprofessional. I called U-Haul, believing there was a mistake. The rep was equally vicious and threatening. I was stunned and was unable to reason with her. I did not raise my voice, call her names or act inappropriately but she hung up on me. I am 60 years old and have used U-Haul for decades. I will NEVER again have anything to do with this abusive, unprofessional organization.
The 26ft truck I used was having problems starting.
Reservations were easy and equipment was ready when I arrived. Overall one of the best customer service experiences I have had.
Great staff and facility.
Nothing! As soon as we drove up, two young men were at our sides, checking in the truck. It took less than 5 minutes. Well done, Austin, Texas!
They first had me just leave the keys in the drop box even though they were there then I was charged 13 bucks for gas when I returned it with the same amount of gas I got it with. Things like this is why I was trying to return it before they closed but I guess 5 till 7 is time for them to go and not take care of you
The truck was brand new and clean and u-haul was flexible with my changing schedule. The rental was the easiest part of my move.
Eventhough our equipment was scheduled to be dropped off at a different location, they made the drop off possible with no problems.
Have trucks available to be dropped off in another city, paid double due to your glitchy systems and terrible customer service. I'm never using you all again.
Associate didn't even offer to help me find a van. She was rude, and gave me attitude when I asked if she could look in the system to see of there were any available. I asked her if any were available today and she said she wouldn't be able to tell me (she didn't even try looking). Will never use Uhaul again to this kind of customer service.
Staff was very helpful and friendly . It helped make the transition of moving to a new city much easier .
Had a nice pick up Lane and an easy check out.
The ladies at the front desk checking me out were great. I came a couple of hours early for my reservation without knowing but the lady was able to help me out and get me a rental truck for a couple of hours. I really appreciated it! Thanks!
Very helpful gentleman who got us setup and going. We were missing a couple of pieces and he went out of his way to ensure we had what we needed.
Very efficient and friendly.
The line was a bit long causing a wait. However the staff was very efficient and thoroughly explained options to help me make the best choice. The service was excellent.
Rented it online, arrived at pick up time and truck was ready, very quick process. Drop off was just as easy, great job!!
I believe John took the truck and trailer at this location. He was extremely courteous and efficient. It was the easiest drop off possible.
Fastest in and out experience for a U-Haul rental ever...and on a Friday afternoon to boot. Great shop.
I pre-registered and signed in thinking that would speed me through the pick-up process but I ended up having to stand in a long line anyway (?)
Cargo area of van was dirty, dirt and rocks. Passenger area reeked of smoke. The fuel gauge was not on Full when I picked up the van but I didn't not that until I was out of the lot and getting onto the highway. It wasn't worth the time it would have taken to turn around at that point. I filled it up completely before returning it and returned it with more gas than I left with.
The person I spoke to was very nice.
Your associate who was placing the trailer on my vehicle noticed the tow would be safer if the hitch/ball were "flipped". He immediately made the change. Great service! Thanks!
This is NA because I was not the driver. but the driver had no complaints
The on-line system apparently automatically changed my reservation to the following day when I changed the pick-up time. I called customer service, and they were extremely rude and unhelpful. I got a manager to make a reservation at this location (farther away/more miles/truck was way too big), but at least I had a truck. I decided to stop by the location to be sure it would be ready at the pick-up time customer service had set up, and they said it wouldn't be ready for another 8 hours. Luckily, this site was helpful, and got me what I needed. I still had a truck that was way too big and difficult to drive, but at least I had a truck. Very frustrating.
I like the new Ford vans that you have. It handles very well and is the perfect size for us.
call center called to confirm and DID NOT close my account it was locked-no access to my reservation. young lady at your location went through extreme efforts to get us taken care of.
Have a functioning printer on site
The seven excruciatingly difficult phone calls to make "reservations" had me dreading the picking up of the rental from U-Haul. Thankfully, Amy was an "Angel" processing my transaction. Props go out to Cortney as well for straightening out the mess.
Easy access with well-marked directions for returning equipment. Prompt and efficient service.
We called to inquire about purchasing a hitch and the lady who answers the phone said you didn't sell them. We felt that was odd and discovered differently when we got there but has already purchased what we needed. Maybe just make sure everyone answering the phone knows your inventory. :)
Truck was old and rough, but exactly what I needed. Cab and bay were clean and everything worked. Check in and check out were both very easy!
They were easy to work with and allowed us to drop our auto transport off a day early. Check-out was a breeze, they quickly inspected the truck and immediately let us know the results.
Everything was very very good
Try to get a better understanding of ppl belongings .. I was recommend a 10 and it was too small and didn't realize how small till I went to pick up so had to make 2 trips and spend more on mileage and time if I had gotten a bigger one less money and time.. Thank you
The guy who hooked it up was fairly unpleasant. To be fair - it was hotter than hell out. I would be grumpy, too.
Outstanding service from start to finish. Very efficient and fast in all aspects.
Had to wait over 20 minutes to get my reserved UHaul and there were not any customers before me.
I was happy and very satisfied with the experience.
It's super duper expensive.
I received great customer service from the woman who helped check me in at the counter.
The woman who helped me at the counter is a great employee
The person I dealt with wasn't very friendly and didn't listen well; nor did she offer up any suggestions on anything. The trailer that I rented started to smoke because it hadn't been maintained. It needed some repairs that could have prevented the situation I went through. U-haul is too large for such sloppy service, in my opinion.
The service in the front is awful. Every single customer in the store was frustrated with the service. The ladies in the front in the front were very rude and under performing. I wish I knew their names so I could individually report them. Probably won't use U-Haul after this trip...certainly not this location.
The on-line check-in process is excellent. The entire process at the rental location took less than 7 minutes.
No customer parking. traffic flow off Ben White confusing. Small show room.
very fast and friendly (:
Fast, easy and very cheap
I pre-registered for this by phone and when I got their they had no knowledge or paperwork for my reservation number. I waited an 1 1/2 hours to get a tow tolly????
Then the tail lights didn't work as well for the trip. Customer relations really needed some help also. I really expect a phone call. As a customer who has rented several times, I think you should refund my money on such a horrible experience.
CHECK TIRE PRESSURE BEFORE DELIVERY !
I checked the trailer tire pressure prior to loading and discovered one tire had 5 PSI and a second had only 15 PSI ! The other two were the expected 55 PSI. Several of the tires were nearly bald and the wheel of the 5 PSI tire was extremely rusted. So much so that I wonder if that's why the pressure was low. This trailer was not safe to be on the road and certainly not up to UHAUL quality standards.
People in the office were very rude and unfriendly. It was obvious they were unhappy with their job and made customers feel very unwelcome. The guy outside, on the other hand, was very helpful and friendly. That is too bad he has to work with the caliber of employees you have inside. I will never use that location again and tell my friends never to go there.
Service agent was rude and not clear regarding rental agreement
The guy who checked me in pulled the truck up to the door, put the sun visor away, and cut the ac on. It was great customer service, and I'd had a crazy day so I really appreciated it.
Really enjoyed the drop off procedure. Clean, quick and efficient I can't ask for much more than that.
Everyone was very nice, even though I had to reserve the truck on rather short notice. I don't like moving, but the staff made at least this part of the whole experience a lot more bearable.
Adding equipments to load very heavy items onto cargo vans/pickups.
the $19.95 is mis-leading for U-Haul (not this location). The real cost is the mileage adder, and this needs to be better highlighted as part of the marketing.
My pick up time was changed "by the computer" 5 times during the 6 weeks of my reservation. On one occasion while trying to get the correct pickup time, I was put on hold while various staff members used rude language to express their job dissatisfaction with each other. All questions regarding the equipment performance and operation we either beyond the staff's knowledge or were answered incorrectly. Professional, not in the least, competent, barely; but there were two women who were friendly and spot on. Unfortunately the two could not over shadow the rest.
Second time to rent within 30 days. Both times fantastic. Professional people.
Counter personnel very helpful, friendly, and professional. Truck and u-box both as promised. The paperwork took a long time because the automation system appears to be very poorly designed.
Great experience so far. Waiting for final bill! THANK YOU!!
The incredibly loud alarm went off every time I accessed my storage unit. I was able to sign in with my code but the alarm would go off anyhow. It was frustrating. The staff was very friendly.
I checked the truck in quickly and efficiently. The staff was courteous and responsive and made the check in a breeze.
Everyone was very friendly and polite... The only thing is the gas issue was not explained clearly to us but they quickly corrected the issue.. I highly recommend U-haul to everyone!
I dropped off my appliance dolly on Monday (6/29) morning and got a voice mail on Tuesday asking why I haven't dropped it off yet. When I called back the associate who answered the phone wasn't very professional, he was laughing when he answered the phone and was more interested in the conversation going on in the background. He said I would have to call back later to speak to the person who left me the voice mail because she was on the phone. He was very abrupt on the phone, didn't offer to help me or take a message. That being said, when I did call back an hour later, I spoke to another associate (not the person who left me the voice mail) and she was extremely helpful and solved the issue. So it seems like the staff at the location is hit or miss.
Make sure if you are not towing a car to disengage the tow feature when driving.
Check the mechanicals. I picked up the trailer to help my son load and move to Co. After arriving at my sons apartment, we discovered the box had broken loose from its trailer. I had to return to the pickup location to get a different trailer and lost another 2 hours waiting. Cost me over 5 hours of the day to load and leave for Denver. I had to stay in Austin an extra day.
Better communication amongst the staff is most needed.
The local Uhaul was great, but the overall experience was NOT good. Reserved truck weeks ahead via online. Day before the move Uhaul (corporate?) calls and says I will have to go to a location in a different city to get truck and that it would not be ready until later in the day. When I told the lady this was a problem, she simply said "I can cancel it for you." That is NOT caring for the customer. Although the local Uhaul people all seem to be wonderful and caring, the corporate (I am assuming that is who I spoke with on the phone) person could care less about my situation. I may not use Uhaul again if possible because of this.
always have excellent service at this location
I tried to call and speak with a representative but no one answered. A sales person named Mariah was extremely distant interested and unhelpful. She almost let us leave I tried to call and speak with a representative but no one answered. A salesperson named Mariah was extremely disinterested and unhelpful. She almost let us leave without the items we had paid for and blamed us for not checking. She also took her time which gave us less total time with the truck. Very disappointing experience.
Bigger Drive way for bigger trucks
Worst uhaul I have ever driven. The belts squealed, the truck took forever to start, and the suspension was terrible. I will stick with Budget Rental truck from now on.
I reserved a truck a month in advance and was told the day I was to have picked it up that it wasn't there. It came late in the day and no one called to let me know it was in. By the time we picked up the truck it was too late to load for the following day trip; so, we were delayed for a full day and had to find other loaders in Austin and unloaders in Springdale at a higher cost. However, the manager in Austin gave us a discount on the rental and two extra days to turn the truck in. So, the employees did a good job of making a bad situation better. I suppose you can't control when someone will bring back a truck; however, not having a reserved truck in time can create a big problem for someone moving out of state as we did.
There was misinformation about the "option" for the insurance.
I'm looking for a full refund, my reservation wasn't confirmed until 23 hrs prior to the reservation date. The movinghelp.com was a joke for me/the movers didn't verify the reservations. Please see customer action file #190949314
That is all
The staff was great. The only thing you could do to make things better is if you sent someone out to load and unload for me at no addition charge. Good people a nice clean trailer every thing went great. Thank you
The All-Female Saturday morning clerks have a MAJOR ATTITUDE!!! And they operate like they are in fear of losing their job!!!! So you have to ask yourself, is it the manager or is it the company? And when I suggested a new line of income that U-Haul should pursue to the store manager he told me to visit the web site. Wow! Is there no incentive for the store managers to make suggestions to U-Haul for new avenues of income? That is kind of the OLD SCHOOL WAY of doing business!!!!
Have equipment that is requested. Had reservation for furniture dolly and they did not have any
I had difficulty when dropping off the trailer after hours. The trailer wanted to roll forward and hit my car after I unhooked. I could prevent the rolling by standing on the tongue of the trailer and holding it on the ground. When I tried to walk to my car door, it rolled forward. I called Uhaul customer service for help, such as getting a manager to return to the store. Customer service was absolutely no help. My next step would have been to call 911, except another customer came by and blocked the wheel with a rock so it wouldn't roll. This process took about 45 minutes.
Have more locations available for after hours drop off in Austin, TX.
In the beginning my experience was great. Lately, the placed looks dirty, the door card reader barely works and the only elevator was constantly out. In the end I`m frustrated and happy to leave
I was there during a busy time, so you may need more help up front; but the woman that was there was efficient and effective and helped everyone in a timely manner.
Overcharged and/or lied to
I had a reservation for a 24' truck, but it was not available. I had to settle for a smaller truck at a different location than planned. The original location was closer to my house. I wasn't notified of the problem until 15 minutes before I was supposed to pick up the truck.
Daniel Christina are amazing!!
Only problem was the flat tire upon pick-up; the attendant inflated the tire, but it went flat again and I found a significant hole in the tread. I was please that U-Haul dispatched a road service contractor, who installed a new tire that evening prior to our next morning departure.
My rental truck was "lost" for 5 days. Terrible follow up from staff. I had to call to follow up after being promised returned phone calls. When I did, my call was dropped. Terrible customer service. I would not recommend this location to others.
Elevator broken half the time. Clean faciliry but not secure - vagrants coming in and out and alarms going off and no one checking on them. Friendly staff but not helpful.
I must have gotten a new front desk clerk, because when I went to pick up my UHaul she said I had a balance. It was actually my reservation hold. Two customers came in, got their vehicles, and left before I even got the paperwork done. Other than that, everything was great.
The truck was dirty inside and wreaked of smoke. I rented an appliance dolly but had to turn around and go back and get it when I realized it wasn't in the back of the truck. She apologized for not telling me that it was "over there."
The door lock was broken, but it was the only trailer that fit that size. The location did not take any steps to accommodate the damaged product, or allow and upgrade without charge. We had to use the broken door lock and tie the bottom with a rope. Very discouraging.
Nothing comes to mind. All was good. Thank you!
Have equipment when promised
After reading the reviews I noticed customer JANINE V wrote one for one of your employees Crystal I would like to say that she handled the situation in the best way she could not only was that customer VERY GHETTO AND LOUD and wanted to fight your PREGNANT EMPLOYEE the customer also called Crystal a BITCH her MOTHER one and also her CHILDREN one as well she cussed out everyone of your workers and in front of the children that were also in the store. I would just like to say GOOD JOB to ALL THE EMPLOYEES WHO HAD TO DEAL WITH THAT CRAZY LADY & to JANINE V. PLEASE TAKE YOUR MEDICATION BEFORE LEAVING YOUR HOUSE NEXT TIME!!!
Crystal rudely...She was the most incapable unprofessional stupid worker. I waited for the manager he found my reservation
your Call center experience was unacceptable. They told me the service was at another location and we requested a trailer and she repeated it yet it was a truck when we went to the incorrect location. your agent promptly went on line and found a trailer close by.
Went above and beyond to fix the control box on my car that was installed by another U-Haul location.
The rental contract process takes way to long.
The location was great. The problem was not enough staff at 9 AM. Took over 30 minutes to get contract done by the 2 girls working the counter.
There was a storage rental person at a desk next to rental girls that made it look like she was working on her computer and not taking care of customers. Yes, she is storage rentals but that's not the appearance. You need to hire more front end staff.
I'm going back to Longhorn Rentals. Much quicker.
Easy easy easy! Thanks for taking care of us! Excellent service!
The first truck they gave me was in horrible condition, brakes were almost non-existent, transmission was about to go out, the engine made loud noises that were not normal. I returned it, the second truck was in only slightly better condition. The "change engine oil light" came on midway thru the trip from Austin to Palm Springs CA. I was very disappointed in the condition of the vehicles offered knowing I was having to drive this 1200 miles thru the desert! Very unsafe. I'm extremely disappointed. You all need to better maintain your vehicles or at least give those making a long journey a newer, better maintained vehicle...thank God nothing happened. I will check out Penske next time I have to move as their vehicle seemed to be in better shape.
I made the reservation online. Suggest UHaul support an expedited orders line where customers that reserve online do not have to wait in line with other customers making the reservation on site, and can pick up the rental equipment faster
Thank you, everyone was quick and made the process easy!
He was very unprofessional. Plus the lock for my storage was never taken off after hours and it took the general manager an hour and half to come and take the lock off. I`m very disappointed.
When picking up the truck, we asked for the blankets and dolly that come in the truck to be removed (to give us the most space possible), he threw them out of the truck like a 3 year old having a temper tantrum. He acted like it was the worst request ever.
Slow return process. Sat in truck for about 5-10 min. Then got out and looked for someone to help me.
The truck was clean, but the tire pressure indicator was on and may have a malfunction. More air was put into the tire before leaving the lot, but it came on again about half way to our destination, which affected the safety of the trip.
customer service was not good.
Just follow instructions & directions for a safe trip.
Keep On Hualing.....
Fast and efficient workers! I was in and out!
Eye contact w customer is best. Need focus on acknowledging the customer
Encourage your front desk workers to be helpful. I asked one of the 2 girls to lend me a hand unloading a dolly from my car right outside their door, and they refused although neither was helping another customer. It was clear they didn't want to put in the work.
per-mile cost was extraordinarily expensive, and not explained to me beforehand. I was surprised at the expense, around twice what I expected.
The Truck had been smoked in and there was cigarette ash all over dash which i tried to clean up since i have asthma. Was told my card would not be charged but only for the total cost I used and there would just be a hold till then for 90 dollars and that only 35 dollars plus tax would be actually charged if I didn't go over what I had scheduled and turned it in on time. i dropped truck off at 7am sharp to the gentlemen in the back and followed the signs and he told me i was good to go. next day i get a call from uhaul on ben white saying i never turned in the truck and that my card is going to be charged. i explained that i had dropped car off at 7 am as told before i went to work. was told by Ariel to hold and waited on phone for 15 minutes then almost another ten till they figured it out she said they would only be charging me the 40 dollars which included a mattress cover i said sounds great. i check my bank account later in the day and saw the 90 dollar charge which caused me an overdraft fee of 35 dollars. which caused other overdraft fees. i called and complained spoke with Ariel again and was placed on hold again she said she would correct it. I call back the next morning and Ariel said I paid by cash and that she couldn't credit my debit card. I said i did not pay cash. she denied that even though i had my bank statement and receipt proving that she used my debit card and that's what she charged. she said there was noting she could do and that i could come and pick up the cash refund. i told her i would be by within the next few days and that i may have to send my boyfriend since they close before I get off work. I send my boyfriend the next day after speaking to Ariel. he was told the she must have misunderstood and had mailed my cash refund. He asked where she mailed it to since we never provided a mailing address nor was asked for one. she told him the address and it was incorrect. so we had to get in touch with corporate and customer service to get my card credited back the original refund. this took over two weeks to be sorted. the customer service gentlemen was very nice though I must say. this did not cover any overdraft fees that this ordeal caused and it is all very frustrating so i do not know if i will be doing business here again.
Outside guys were awesome... friendly.. and very fast.
So nice and very friendly !!!!!!
I Was very impressive with the all around conduct and accessibility of the employees
They were quick, helpful, and we're supdr inviting. They helped us get our complaint on record and were very sorry for our problems.
Give fuel credit when you bring truck back with more gas then you got it with. It's hard to gauge how much you need too get it back to beginning fuel level and if you don't I'am sure there would be an extra charge for that. So definitely a fuel credit when you put more than is needed.
Any Austin location I have used has been amazing. They have never let me down. :) keep up the good work!!!
I booked a 10' truck for the entire day Sunday. When I arrived at the location I was told that I only had the truck through 2 PM and anything after that would be a $100 late fee. This is false advertising and completely unacceptable. I will NEVER rent from Uhaul again.
Long line, but everyone was nice and friendly. Return and storage was easy.
Keep up the excellent work. Give Alfred a raise and a bonus. Alfred accomplishes more before morning coffee than most in a full day. He is an excellent/resourceful troubleshooter who maintains a positive, upbeat attitude under challenging conditions.
The elevator door was broken. When you push a floor button, the door would close and then immediately open again. Thank you.
The customer service was HORRIBLE! I have asked the supervisor to call and has yet to do so. I guess that would be why the service was so bad!
I want a manager to call me back regarding my experience with U-Haul during this move. The level of customer service is beyond unprofessional.
She was the best. I just love how fast I was in and out. Best experience yet.
The cabin of the van smelled like someone had urinated in it.
Quick and easy process via online.
The U haul truck passenger door did not work at all. It would not open from the inside or outside. The entire dashboard seemed loose because it bounced vigorously while driving the truck, especially on the highway. I thought the dashboard was going to fall off completely. The front windshield leaked water when it rained. The back of the truck was cleaned, however, the truck itself is poorly maintained. The truck rental was also expensive.
the employees here did what they had to do - no more no less.
Separate stations for check out and check in. My moving day was scheduled to run tight, and getting stuck behind the guy who whines over milage/gas spent down to 3 digits from the decimal point made everything run late. That guy sucked, but only because he was holding up the line for people needing to get their rentals.
For some reason I received multiple phone calls threatening a $250 fine for returning my truck late despite the fact that the person at the counter had assured me that I could return it at 10am. I don't appear to have been charged, but it was stressful. I really didn't appreciate it. Otherwise, they were fine.
Less bitchin" more haulin
When you make a promise, keep it. If you can't do that, you won't keep customers. I can understand one cancelation. . . but 3? This is not acceptable. .
I just wish they didn't take my money balance the. Suddenly got overdrafted then got $26 back then I have to wait for other day!
I appreciate the staff's helping me get in and out quickly. Everyone was nice and helpful.
I've used this location twice now. Employees are knowledgeable and friendly. I'm pretty picky too. I love the pre-check in concept. Saves loads of time. Thanks!
I have had problems with very poor service at this location in the past. Things seemed to have been turned around very well. Thanks.
One thought. I rented a 24' truck. When doing so, I asked if there were any things I needed to know about it, and was told not really. After a short trip in the truck, I was told by a friend who was following me that I almost clipped a phone pole while turning a corner. I could be useful to somehow let people know that such a truck requires a somewhat wider turn than people who a used to driving cars might expect.
You might educate the front counter people. I had to come back in to id myself to pick up my car trailer. One young lady was UTTERLY clueless. She referred me to the guy next to her even though he was helping someone else. The woman running the headset finally called me over to help me. She was nice. Kym that did the initial contract was nice. This one person spoiled it all for me. She just didn't care.
Nice friendly staff. Fast. Easy to check out. Well done u-haul.
You guys are thieves. Will never do business with this company again.
I work for Silvercar a rental car company that prides itself on effeciancy and customer service. I have the only fullsize pickup at the office and volunteered to help one of our employees move across town this weekend.
There is a Uhaul location almost next to the apt he was movoing out of, very convienent and I decided, litteraly on a whim to rent a trailer.
I pulled into the store and decided to give it a try. Our company is mobile app based and walk-ins can slow our work flow down.
Your facility had me rented and trailer hitched with amazing speed and effecientcy. Wow, and the service was excellent from desk agent to yard staff. The wayfinding signage and location layout were top notch. Even the return process was quick and painless.
Nice work guys.
Director of Training and Development
Overall good experience. Very helpful and friendly staff. Would rent from this location again.
Don't believe what you are told on the phone regarding rates. I was told and retold one thing only to have had the reservation taker enter something else on the reservation and had to argue at the counter when returning the van. The guy who received the van to record mileage etc...was very nice but the two employees (one being an assistant manager) were completely unfriendly. I will not rent from UHaul ever again.
Everything from the reservation to the drop off went with out a problem.
Truck was dirty and not clean, I was handed the keys and told that it was either in the far left or far right of the building. I was also asked to approve the gas amount and initial in a spot for damage to the truck w/o ever seeing the truck.
I had one bad experience with a clerk. She was abrupt, rude and acted as though I was inconveniencing her. All of the employees were talking behind the desk and not paying attention to customers.
I already have recommended this facility to other UT parents. We are always treated so well! THANK YOU!
Not a thing. Quick service and friendly folks. A man working in the service bay and clearly busy with another vehicle, came right out, checked my contract and disconnected the trailer in a very friendly efficient manner. I wish i had his name to give you a recommendation for him!.
Staff is very friendly and informative.
I had loaded my trailer with furniture at a location less that five minutes away from where I rented it. The door was stuck at the top and would then not close, because the overhead spring mechanism on one side was broken. I called the place I rented it from and they told me to call roadside assistance. The phone tree options are not clear. I finally talked to a person in some other state, only to tell me that the earliest anyone could arrive would be ninety minutes. After waiting thirty minutes I worked on the mechanism again and was able to get the door closed. I called RA again to tell them it was closed, and asked if they could meet me at our furniture unloading location, in case it would not open. They told me no, and that I would have to drive there and then see if it would not open, and then call back. Luckily it opened ok. We had loaded furniture to donate, at the back of the trailer so we could drop it on the way to our unload. I didn't dare stop there and risk not being able to close the door again. We had to go to the unload site, unload the donation furniture, then unload our furniture, and then reload the donations and take them back. What a pain.
That was the easiest drop off ever. Very helpful guys with a good attitude.
Work on customer service and manners. The Rep behind the counter was very rude and short. My vehicle was damaged by the employee hooking up the trailer. The trailer hit the bumper and placed a small dent and chipped the paint . The counter person inspected the damage, had no remorse, showed no concern at all. When I asked what they would do about it, he replied "file a claim, there's nothing I can do". I've been using U Haul for over 30 years, this is by far the worst service I have ever seen. From the day I booked the trailer 4/9/15 to the day I received an email 5/6/15 informing me I could not pick it up where I had reserved it. I will be filing a claim for the damage to my truck.
The trailer advertised as a 6' trailer actually had a 5' opening and I could not get what I was moving on the trailer. This is false advertising! The trailer did not work and I was only offered a partial price adjustment. Very unhappy!!
So rude people no gas when got it still got charge for it I put gas when I left so
I didn't reserve anything.
Pick up process a bit convoluted...
Truck was a bit dirty, but it did the job. Can't complain too much.
I would recommend having some process in place that ensure proper equipment is supplied when renting a truck. I ordered 2 furniture dollies and 1 utility dolly but received 1 furniture dolly and 2 utility dolly in the back of the truck.
The 12 blankets that I paid to rent, were not in the trailer when I reached my destination. They accepted the fact that were not in the trailer but they did not reimburse the $10.
the employee who was helping my dad and I. Not only did he seem high, but he forgot to offer us a pad lock, and many other things needed for my storage unit.
Very happy with the way all was handled. Great work.
There was a faulty seat belt alarm that kept alarming. I passed that info on at drop off - and they said they were aware and have been trying to fix that. Otherwise, I had a great experience.
Everything was outstanding
Fix your elevator!!! It`s operation is unexceptable, especially when you are paying movers $95 an hour!
I originally reserved a trailer online for pickup at Unlimited Powersports 12024 Hwy 290 W, Austin, TX 78737. Your reservation system told me a trailer was available and that the location was open Saturday until noon. When I arrived at 11:20am all doors were locked...huge inconvenience to go to another location after first going to this location. Will not trust your online reservation systmen again...and will never go to this location again.
This whole experience was so organized- no high pressure- very friendly people- would definitely rent from this location again- thanks very much !
I rented a moving truck, they said $39 per day!!!
When I returned they charge me $150!!!!!!
Then I asked, why $150??
"Oh $39 per day + fee + miles (?) +fee +fee.....= $150!!!!!
All was good including the moving help guys!
Staff were most accommodating with this unit and the situation we experienced. Special thanks to Ryan for his cooperation and consideration.
Sylvia Jackson and family of Melanie Toney.
Thanks again for an affordable way to get moved across town. We really appreciate it. The Merriam Family.
One man on the staff was EXTREMELY rude when I asked him a question because I didn`t understand. Horrible customer service.
I usually rent from another location. On the way to return the truck, the fuel level showed the needle on full. I still put fuel into van. When I returned the van to this location, the service tech did not have the van running to check the fuel level. Unknown to me, I was charged a $20.30 fuel charge. I called to complain about 10 minutes after I left because I received the email of the charges. I was told someone from the location would call me. This was at about 8:40 am. Later I called again, I was told my request to be contacted would be given to the 4 person working at that location. I never received any call from this location to discuss being overcharged.
The trailer hitch was not completely tightened. I had to tighten it myself several turns after I left the location.
Electric powered vehicles please. ^.^
Equipment drop off could be better. Too many vehicles left very little room to maneuver trailer. Only one way in and one way out since idle vehicles were blocking exit around building.
the mileage was off because your website said it was going to be 10.9 miles at 99 cents a mile you charged us for 23. OVER CHARGE $13.90.
Drop off was easy and quick.
Did not like than annual price increases
Elevator button needs to be depressed until the car starts moving -a little finicky but you get the hang of it.
The units are well maintained and clean.
The staff is always helpful and great.
We have rented here 2 times for temp rental.
Facility was fine but door was too small to fit a 9 foot couch inside. Took all we could to get the couch inside storage room.
I wish I would have asked for her name, but she had a couple of piercings below her right eye. She was very polite, welcoming, and informative. Thank you!
The employee that helped us was fantastic! I`ve always loved you guys and you never cease to excel in what you do.
The facility was in excellent condition.
I had storage space less than a month, but they would not prorate the amount I paid for the space. That is not good service in my opinion.
Great place but the elevators were a bit inconsistent, there was much button pushing :
Elevator was out but office people were friendly and helpful and elevator got fixed while there.
Very nice customer service by Ryan Polanco.
I was grateful that the nice Lady that helped us met are needs for our movers so that they wouldn`t charge extra she put us in a good location.
Manager had me waiting in the lobby and never came our to speak with me.
Great location, experience, supplies, advice and personnel. I want one !
From the beginning, my relationship with Jesse was great. He even helped me move stuff on more than one occasion. Not a disparaging word for this fine place.
Everything was fast .professional and the storage clean.
I used the long distance service Austin Brownsville. I was provided a defective Uhaul. Steering wheel unstable=dangerous on the road. Will never use this location again!
I was not told that I had to check in, alarm kept going off but no one came to check on it so makes me worried if an actual break in were attempted, would anyone actually go investigate?
The lady at the desk was extremely helpful and friendly.
They were friendly and helpful. That lady did explained everything details specific about this policy . I understand no problem.
There was no scanarea for my card didn`t require me to enter our pin number
There was individual by the name Jesse that was very nice and helpful
There was individual by the name Jesse that was very nice and helpful
Knowledgeable and professional above and beyond. They helped me and my daughter reserve a truck and vacant our storage unit 2325.This location is always so helpful. L.Mack
Knowledgeable and professional above and beyond. They helped me and my daughter reserve a truck and vacant our storage unit 2325.This location is always so helpful. L.Mack
Nice, clean and easy to access
service was slow even though it wasnt busy. I c oulfnt deactive my alarm on unit and I had to stop what I was doing since my card wasnt activated and had to go back to office to for this.
clean. secure. friendly staff.
The staff was super helpful and genuinely in a great mood. Definitely would recommend this place!
4 different people helped with all my needs from uncoupling a car trailer, returning a truck, setting up storage, and crediting a returned item. Thanks!
Reserved unit not available.
- But the reservation keeps the unit free. That`s why you have the reservation.
- I know what a reservation is.
- I don`t think you do.