Customer Reviews for U-Haul Moving & Storage at Centerpointe Mall
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 Centerpointe Mall
This location was EXTREMELY well run. I did not wait a minute for anything. Everyone was fast and courteous. I made a point to let the staff know this as I was very impressed by their efficiency. Good job!
Un-hooking was very smooth. Two staff members were there to great us and immediately unhooked the trailer. Only issue with the entire rental experience was that the trailer leaked rainwater and some of our contents got wet. Beware that closed trailers can leak!
I'll be using your service again in the future.
I feel like I was robbed at the Uhaul location. My total mileage was 17. Before returning the truck I put 3 gallons of gas in the truck. Upon return the truck, I was notified that I was going to be charged for 3.6 gallons of gas because the gauge was not back to where it started. I show the gas receipt to the employees, Jeremiah Kanauz and Sandra Kanauz, for the 3 gallons purchased. They said it didn't matter and the truck was 3.6 gallons short, so I had a choice to take the truck back out and buy more gas myself ($2/gallon roughly) or pay the Uhaul gas rate of $4 per gallon. Now if I put 3 gallons in and Uhaul says I needed 3.6 more gallons, that means I used 6.6 gallons of gas to go 17 miles or roughly 2.6 miles per gallon. The gauge in the truck only measures in 1/4 tank markers the employees, Sandra and Jeremiah Kanauz, are claiming that I was on the wrong side of the 5/8 mark, which doesn't even exist on the truck fuel gauge. I feel like this fuel situation was a scheme by the employees, Jeremiah Kanauz and Sandra Kanauz to make some extra profit on my rental. This complaint is not about the money, we are only talking about $14.40 here, but it's about the treatment of the customer. A customer that made a reservation in advance, paid upfront with a credit card, refilled the gas per the contract, and even folded the furniture pads. The perfect customer. But I was treated like a criminal trying to cheat Uhaul our of 3.6 gallons of gas. Awful customer service. I use Uhaul a few time per year, that will no longer happen. I will also notify all my friends in the Grand Rapids, MI area about the terrible service you get a Uhaul.
The female employee at the counter was not very friendly.
I returned the truck with more gas in it than when I picked it up but was told there was no refund for the extra gas. I'm sure you would have charged me if I brought it back with less gas than when I picked it up. Not a very fair policy.
If there would have been other choices I would have used them instead.
Very helpful and well informed staff made renting a pleasure.
The staff was friendly.\ Mike the manager a great guy. The truck I was provided smelled like an ashtray. I took it because I thought it may have been the smell of smoke from the employee who delivered it up front. I went home and we loaded it. I left the windows down. The next morning when I left for the move, it still had an overpowering smell of stale smoke. 2 hours of that triggered a headache in me that made my experience a challenge a the other end. I'd encouarge you to enforce the no smoking policy displayed in the cab of the truck. Had the inconvenience to me not have been so costly, I would have returned the truck. Why an apology was offered by Mike- there's not much that can be done about how crappy it made my day.
You guys did an excellent job , explained all the details and restrictions excellently. Great friendly service with a great sense of humor . Good job guys !! We where very happy with the service we got.
lost key action: KEEP SPARES
Manager went out of his way to fit/install my car with a proper hitch and send me on my way with a clean, operational trailer. Service was exceptional. Hauling was "without a hitch" Most grateful for the timely and just what I needed service.
Super helpful staff the truck and auto trailer worked great! Thanks
Terrible customer service. Never will be renting again. I will gladly use Penske or Budget.
We had to wait for about 10 minutes before anyone would check us in. I had to go inside and find someone to check me in. Service could be faster.
They were helpful and super quick!
I do not know how to complain about this. The location where I dropped off the truck told me to contact HQ. I am trying THIS method.
This truck should NOT have been rented to me. I am very angry.
a) The back tires were less than 1/8 tread at places. And no where more than 1/4. I had MUCH danger and trouble, slipping on roads. I went off the road once.
b) There was NO fluid in the windshield washer.
c) The wiper blades were in bad shape. They covered less than 1/2 of the windshield.
d) The headlights were DIM. I had to drive with the brights on and even THAT was not really enough. Night time driving was dangerous.
Please let me know how to complain to people that will DO something about this problem. I am very dissatisfied, and at this point will never rent from U-Haul again... and I will tell others the same.
Hire some more employees. Store was very busy and only 2 employees were working while I was there.
Easy access for drop offs.
The staff there are proffessional, courteous and display a excellent work ethic. Had 4 different employees, 3 guys and 1 female, all have hooked the equipment up and checked working order. I'm in and out and on the road quickly. The store is clean and grounds are well organized. Send uhaul management in like a regular customer, bet they have same experience, somebody should let them know they do an awesome job, I'm a retired deputy sheriff and have above average observation skills, thanks for asking me.
Really impressed with service the Manager of this facility focused on us at UPS during our busiest season.
All UPS rentals need to be rented full. as they are returned full.
Lights on trailer didn't work and blew a fuse in the wiring that they installed.
i was very please with service and truck.
everything went great for moving a mattress from the store to our house!
When I originally got the storage unit I was paying 24.99, months later I was paying 29.99, about a yr later I was paying 34.95. If the price had stayed at 24.99, I would`ve kept the storage longer.
You're just quite expensive. Wish there was a cheaper alternative.
I went to rent a trailer for 2 days (48hrs). Headquarters said I could return it after hours on Sunday w/o additional 3rd day charge. This office did not agree. Fortunately, I was able to return it before they closed, then they politely only charged me for 1 day.
Mike and everyone at the centerpoint location were very helpful and gave me a great experience. Would recommend
Customer service fails badly. Equipment & facility. I phoned in the morning, during posted business hours, and asked what kind of cash deposit or credit card hold would be required. The person who answered looked up my name and then said $75 on the card or $100 cash. I confirmed that I would come in to pick up my rental. When I arrived and attempted to make a cash deposit, the desk clerk said that was not acceptable, and that the "call center" gave me bad info. No interest in working with me, no attempt to make good, no apologies, I had just enough on my card, and was hoping to keep it available for other expenses, but had plenty of cash. This was pure customer service fail, and I although I will use UHaul again, I will never use that location again.
It was awesome that we could pick up truck early. Staff was happy to accodomate
Ensure that the staff is friendly across the board. There are some friendly staff members but we also dealt with a staff member who wasn't pleasant and unhelpful.
I was moving a Grand Piano and needed a trailer with more height. Or I could use a truck with a lift. This trailer also needs side bars that accept ratchet straps better.
Staff at the front desk and answering the phones provided great customer service. I had to reschedule several times due to my company having delays and each and everytime I called in I received the help I was hoping for. Staff handling outside services (check in/check out) were great as well.
In my initial conversation, the person I talked to did not get the size of the truck accurately. When I got to the location, the size of the truck was much smaller than I needed. Luckily, there was a 14' truck available which I rented. Perhaps this person could have been a little more sure of the size I needed. Otherwise the service was very good, and frankly, cheaper than I thought it would be. Now, don't be raising rates just because I said that!!
O told them were I was going and now they expect me to pay more money wtf
excellent customer service
We were very upset to be told two days before our planned use of a uhaul truck that we would have to go and get it in Grand Rapids when we had reserved it in Ionia. Big inconvience and way out of our way! Also, we had to pay much more due to the extra miles we had to drive! Not happy about this!
Easy process with the reserve on line.
The service was OK. The price was reasonable. The truck I rented was worrisome though. I wasn't sure if this FORD product was going to leave me stranded on a freeway. Bang & clang, rattle, guzzle.
The staff was very friendly and helpful. Pick-up and drop-off of the trailer we rented was easy. Overall it was a very good experience.
Staff at Centerpointe were very helpful and understanding. Would definitely recommend
I rented 2 different trucks last weekend, the first was a newer truck with lots of power and the second was an older truck that needs to be retired. All in all the location has been good but this particular truck is past its prime. I had serious doubts that it would start again if I shut it off. Also the website no longer allows reserving for longer than 24 hours, I find this very inconveniant.
Train employees in customer care and courtesy
I didn't appreciate that I was charged $6 and something c t for gas. When I got it, it was just below the 3/4 mark. That is har i filled it up to. Who decides that this isn't the same as what i hot, since it was not full. Just seems as if UHaul knickle and dimes people after they offer a "$19.95" rental. I'll pay it, but in the future will not be returning.
Direct customer service was friendly and professional!
Improve communication amongst reservations and local U-Haul offices.
Each location should have their own answering service (direct person to speak with); calling for services is stressful; usually no one answers until several calls are made. Difficulty with making phone reservations.
The gentleman that waited on us last night was professional, friendly and very efficient. Let him know that he is doing a great job!
This has to be one of the most pleasant, easy to use, helpful and efficient U-Haul locations on earth. I'm not eager to move again, but if we do, I'm grateful the 28th Street Grand Rapids U-Haul store is there. Many thanks to all!
I entered from the wrong direction; but everything else was great!
The lot was so full when I dropped off the truck/trailer that it was almost impossible to unload my car and people were waiting on the main street to turn in to drop off equipment. They could use more help at peak time.
I had to pick up something I reserved a week ago at another location. Which wasted an hour of my time I didn't have, as well as fuel.
Helpful and always pleasant. Nice facility.
Excellent customer service. Keep up the great work!
windshield wipers were worn and not effective.
Have used this location several times, good service.
Reserved a 26' truck and only had a 24' available. Truck had bald "steer" tires on the rear and slid into the ditch at my house. Had to call a wrecker to get pulled out. All of the other trucks on the lot had the proper "drive" tires in the rear. Would not recommend considering the equipment was not up to DOT standards to be driven.
I reserved a 17 truck and when I arrived at the location to pick it up the lady tried to convince me that I ordered a 14 truck. I told her, no, I ordered a 17 and showed her the email and then she admitted she did not have a 17 so they switched my reservation and tried to convince me I ordered the 14. Because of this I was not able to move all my belongings.
Always great service.
Keep up the good work!
This location does a very good job with customer service and equipment is in good shape.
People were very helpful and everything went well.
N/A location was closed at time of drop off
Just a drop off . this trip .. provided some good info...
The management team at this location was very helpful and made the move-in as easy as it could be.
No complaints. The equipment "could" be newer but it worked fine. The guys working that day were nice and helpful. No issues at all. The online order form worked well. If you want more people to do online ordering you may want to offer a perk... 5% off, free day... something. Overall good experience. Thank you.
Store was supposed to open at 7am and did not open until 7:05am.
I was so pleased with the service we received. Thank you UHaul.
This location surpassed my wildest expectations of customer service in this industry. Another U-Haul location had no truck for me despite a guaranteed reservation for a 20' truck, and this location came through with a reservation with no notice. For the inconvenience which was not their responsibility, they offered me an extra day on the one-way trip and additional miles that would offset any detours. Beyond that, when I ran into an unrelated delay with the closing on the new house, preventing me from being able to unload and return the truck on schedule, they worked with me generously to make sure I could afford the cost of any additional days. I cannot anticipate whether they can provide such exceptional service in all situations, but I can say that they listened carefully to my situation and each time presented a solution that addressed it, even when they were not at fault. Bravo!
I don't think you can fix this, but the front parking lot is very small and it is hard to maneuver around the parked cars.
Not sure how the online registration saved any time since my license and credit card information still had to be entered into the system.
make sure that when a confirmation number is given, an actual item is available.
I rented a truck which turned out to be a fairly new 2014 Ford F150. The lady who helped me was nice and efficient. I was a little leary about renting here because I had a bad experience years ago with the staff but the staff now are much more professional.
The computers were down when I picked up the truck, which caused a long wait time. I understand that technology problems happen, but this is the second time in the last three months that this has happened. Perhaps it's time to update the equipment.
Instill a sense of customer care to your staff, they don't seem concerned for their customers at all.
The entrance to the facility is poorly designed. Unable to turn around and get to back parking without difficulty. The truck itself was excellent and the phone reservation and checkin was fast and simple
The quality of the equipment was better than expected. I would recommend this U-Haul location to my friends for their local truck rental needs.
nothing that I can think of every thing was like tony the tiger GREAT!
Everything was ready and prepared, as a customer would expect. Also the transition was quick/timely.
The on duty manager and installer/inspector were both very helpful, friendly and efficient. I wish all places were run like this.
the truck was on a really bad condition to drive, very old and I could not go faster than 40 mph.
No improvements needed. Exceptional service.
Location is a little confusing to get to.
Rented the 24' Truck and it had issues (crooked steering wheel, exhaust vent into the cab, poor shifting, bald tires) When I returned the truck the personal asked about the equipment I rented and I informed them of the issues. The personal proceeded not to care and instead tell me that they have never had a complaint on the truck. After telling me this the person I was working with brought in her co-worker to prove to me that he also has never heard a complaint about the truck and that it is his favorite truck and how he rents it out three times as day.
Also, I don't need to be call "Hun" while being waited on. Very unprofessional in all aspects of their program.
We had a problem with the overhead door on the truck getting stuck open. It was quickly taken care of and only caused a small delay in our move. I was told that if the latch is in a particular position it will get caught in the open position so you can't pull the door down. If you could change something to prevent it from catching it could prevent future road assistance requests.
The problem is that my rental unit was raised to high along with the late charges. I will not pay $60 to $80 on a 5 x 8 rental unit. Racine
The survey questions provide my description.
Misleading on the access hours. Several places stated 24 hr access, but when I actually got there and signed the paperwork they told me it was NOT 24 hrs. Very disappointed!
The person we booked with did not inform us about additional costs for insurance and a specific lock, both which are required. It cost$24.00.A weak apology was offered, nothing more done.
Second floor w no elevator is my only concern.
Customer service was great! The best I have experienced at a UHaul facility.
The staff was extremely helpful, friendly, and courteous. I was more than pleased with my experience at uhaul!
perfect all ubual places should be this helpful and amazing
the best service of any where i have gone to thank you
The only thing i did not receive is my accress card to facility as i was told i would receive one.
Everyone was very polite and professional and worked diligently to make all of us guests taken care of and happy...Thanks to everyone at the UHAUL in Kentwood, Michigan on 28th Street....
check your system for closest location alternatives. I moved to Traverse City, MI and my U-Box originally was going to Sturgeon Bay, WI. Luckily I noticed in time
The facility was clean and organized,the staff efficient and helpful. I`ve come here for the past few years and have found no reason to keep coming back. I recommend this dealership to others.
The staff were excellent and understanding. They wete very helpful at a time of crisis for us. You have a very knowageable staff who know what to do and how to treat its customers. Excellent!!
Only problem for me was that the facility did not clarify the spacing between the storage units. This made it difficult for the customer to secure furniture items.
They were very friendly and helpful. However, the wait was long because they were understaffed.
The facility was able to accommodate my needs exactly. They were a big help.
Shawn the owner was great he was very helpful and they all knew what they were doing. Every time we went there they would recognize us and say hi.
Staff was friendly and knew their jobs well. We are very satisfied.
I only had access until 6:45PM which was inconvenient for me. The unit was very hot and there wasnt a ceiling. Overall, this was a very poor experience and I do not recommend this facility to anyone.
Couldn`t get into the storage unit despite 24 hour access. Still need to call and find out why.
Everything was good but I wish there were lights inside the storage unit as I had to walk out to `trip` the hallway light on several times.
for 3 weeks of our storage rental, we did not have a security card for enterence. This was an inconvenience because that meant I had to go into the office and have someone unlock the door for me.
it would be good to have a light in the storage unit itself - other wise service was good and very accomidating
Having the automatic payment option was really convenient. Thanks.
I rented a storage for 6 months, I also rented 3 trucks and a car dolly. The U-Haul staff was very friendly, helpful, and always tried to help me save money.
Geneva T. Hinton
Had to purchase $10 Uhaul lock Then new lock did not fit latch to storage unit! Staff drilled out latch hole but this diminished integrity of latch. Oh well at that point I didn’t have another choice
I wish there was a freight evelater on site. But thats life.
Difficult to reach a person from the actual location instead of call center, the unit had a dirt floor all my furniture got dirty-pest trap in said unit. Moved to better facility
Wish I could hv a pro rated price
Very helpful staff and nice storage unit!
I am still owed $35.00 late fee promised by your management as they did not facilitate a change in billing which caused me to incur a late fee.
People were nice - box was clean. BUT... the UHaul system was lame. They booked me to Traverse city then told me I could only go to Grand Rapids - at we were loaded.
LOVE THE CUSTOMER SERVICE THE GUY THAT HELP ME HE MADE IT MORE EASY FOR MY MOVING WHILE I WAS STRESSED OUT ABOUT IT
the service was good and the storage units were a good size for my things.
Servise was friendly and cooperative
Dated units, does not have the facilities and amenities that other storage places have. Did not have climate controlled unit.
The facility was in good shape and well maintained
The staff was extremely friendly. Even when the store became busy they remained polite and were very efficient. The storage unit was very easy to access and very convenient.
The Staff at 3815 UHAUL are helpful and supportive.Thank you, Ann Condon
I`m happy n satiesfied for there service n understanding
Mike and the whole team where extremely pleasant and helpful whenever we had to access the storage unit. And also when we rented a truck to move out of state. Thank you all for being professional!
As it stands, as a result of this experience, and despite all of my former positive ones with U-Haul, I would not recommend U-Haul to anyone, friends, family members, acquaintances, or strangers.
Service was good, friendly and helpful.
Contacting someone on the phone was nearly impossible, as the box was not delivered when scheduled. The people in the store were very nice and helpful
Thank you for you great service. Will probably be back next spring!
Friendly manager, THANKS! Nice supply of moving supplies available for purchase, easy access to facility, helpful staff. would recommend to friends
They provide very good service.
I had excellent service from the workers at 28th street in grand rapids mi. they were extremely helpful.
All of the staff are very helpful. They are very concerned about their customers.
I had my storage unit for one year and didn`t have any problems. I would have liked them to be open a little later but I understand the hours and availibilty.
The office was always understaffed and the standard operating procedures for renting the space were obsurd. You have no business calling yourselves a service business
Location did notknow how to bill U-box. Found out I had to take it to a different location which wasn`t clear from the online reservation. Staff didn`t call me back when they said they would.
Everyone was professional and helpful
extremly helpful courtious and nice
I rented a truck just hours before the biggest blizzard in many years and lost my key somewhere in a snowbank. The GM Michael Auch helped me alot. Thanks, Phillip E. Hermes Abilene, TX.
Very helpful and considerate
I was overall please with the services with the exception of the checkout taking 15 minutes or so. If this could be streamed lined than customers would leave on a happier note. Thanks UHaul!
All was great except the hours some days close a little later like 9
I truly appreciate the staff. They were very friendly and helpful. Going to extra mile to make things easy for you.
The storage area was a good value.
Very helpful and friendly staff. Mike, The manager of the operation is outstanding.
payed for almost 2 years on time and you guys are going to ruin my credit because your managers don`t want to admit that i told him that i moved out
There was always a lack of staff to help people. I mean just to get a key to go into storage you have to wait for an hour to get into storage.
I was given a corner space where there is no light...We were moving into a space in the complete dark,not knowing what we were tripping over.I do not plan to use uhaul again.
Couldn`t remember if I had responded to this. Disregard if I had
Employee was very courteous anf helpful.
The manager, Mike, was teriffic and very helpful!!
Some storage doors were bent, otherwise great! Indoor load/unload is wonderful. Staff is GREAT, yet always really busy.... lines.
There is no elevator, it is not climate controlled, no dumpster, and not enough help. The staff is really great, but the manager is a jerk who is on a power trip.
I only wish the units could be accessed later into the evening, but otherwise very good service. Clear, helpful and prompt.
If anything, the location seemed understaffed. All of the employees were doing a great job and clearly working hard, and yet, there were wait lines both inside and outside at the truck return.
Experience was quick and well informed.