Customer Reviews for U-Haul Moving & Storage of Malvern
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 of Malvern
Everything was very good/ Your sales team was EXCELLENT
The person that helped me, Angel, did a great job!
This center always seems to be extremely busy. Renting trucks and/or trailers seems to be a challenge. Maybe adding more equipment would help. The people are friendly, helpful and always polite but you can tell at times they are overwhelmed with the volume.
Excellent service start to finish!
Terrific - hassle-free! All good guys at this location. Been back here 4-5 times in the last few years & always a good experience. Be back later this year for sure.
Well first time usungn uhaul and wasn't explained properly I asked will I be covered from pick up to drop off with the miles he said yea and I wasnt I was charged for going over he miles when I went straight to point a to b then from b to c and then c to d and I wasnt please with that I did exactly what I was soposed to but I was charged extra
I was very pleased with the service I received both on pick up and return. I rented a van which was a bit dirty in the cargo area, They hadn't a chance to vacuum it out. I was moving antique chairs and the representative loaned me two pads to lay down in the cargo area to put the chairs on. The van was in good working condition. I would definitely recommend this location to a friend.
Very professional. Answered all questions in a prompt manner. Friendly service.
Very polite and professional. Very prompt service.
We dropped at night when closed
Experience was great, other than they forgo tot give us the furniture pads that we had reserved and paid for. We had to request a refund when we returned the truck since we didn't get them
Great service, great employees!!
Only one person had the password necessary to complete my transaction so the rep had to wait for him on multiple occasions.
I can't imagine a smoother transaction. I'm very happy with all aspects. Pleasant and fast.
The process of renting is perfect for me. Rented a van and dropped off eithin 4hrs. Accurate billing
Notice of location for pick up changes should be more than day before. I requested a west chester pa location but had to go to Malvern pa location. It's only 6-7 miles, but if I picked west chester because I was in west chester without a car, I would have been out of luck.
I reserved a 10 foot uhaul truck 5 days in advance on the uhaul.com website. My reservation confirmation was to rent the truck at 5pm on a saturday and return it 22 hours later on sunday at 3. This time frame was necessary to move from my old apt to new home. When I went to pick up the uhaul, they suddenly tell me I have to return the uhaul on sunday at 11, four hours sooner that my confirmation states. I showed them my confirmation, and I was told nothing could be done to fix this issue. I was very angry about this, and the employees at this branch did absolutely nothing to work with me or to solve the problem. I had to rent the truck for the abbreviated time frame, which negatively impacted my moving experience. I am very disappointed in the service, lack of flexibility to work with me as the customer, and will not rent from uhaul again. I will use other rental companies, and will recommend other people do the same both to friends and family as well as online. Very poor!
Please tell the associates in the store to keep personal opinions about customer family members to themselves. The gentleman helping us felt that our son was being a "baby" and we did not appreciate him telling us that, numerous times, during our stressful situation. We just wanted to pick up our trailer and go.
I had a reservation for a furniture dolly. When I went to pick up the U-Haul the company indicated they did not have any furniture dollies. Why would there be a option to rent it if they did not have any available? This made our move a lot more difficult then it needed to be.
always a slOw check in for equipment as just 1 customer service rep is ever working the counter.
Also very nice and friendly. I also purchased a ball and hitch from this location and the personnel were very helpful in making sure I had the right equipment for my car.
I rented a truck from budget... The door would not go up.. Also it kept going into limp mode... So I called kip and he got me a Uhaul truck so I could finish my job... He saved the day...he made my customer very happy.. Great job
Thank you John Unruh
The only thing thing that comes to mind as always lower the rates, but i wouldn't want it to decrease the quality and service from these guys
Had to wait quite a while, perhaps more staff is needed at this location
only 1 employee waited over 30 min to pick up reserved truck, gas gauge wasn't where paperwork said and employee noted it on paper work but not on computer so when we returned we were initially charged $20 which was credited when we explained. If we would have used the 24 hr drop off we would have had an issue.
The U-Haul employee who helped me went beyond to complete this rental and exceeded my expectations! Every business should deliver this kind of customer service.
Perhaps tell people renting a large truck about the button that switches off the "tow" transmission setting. Otherwise, it was fantastic service - thanks!
Equipment worked great...staff at rental location very helpful.
we rented a pickup for a few hours. Upon arrival to the location we were not greeted in a warm friendly manner, I felt that Ithe customer was an inconvenience to the workers. The truck was nearly new , only 923 miles, however the inside of the truck was disgusting very dirty and I took a shower as soon as I dropped off the truck. I am very disappointed in the uhaul experience and I doubt that I will be returning anytime soon. Upon dropping off the truck I pointed out how dirty the truck was to the gentleman and he stated the he "only works the weekend and cleaning the truck is not his responsibility." Very poor experience overall.
I don't think you should have a special trailer for a one way haul that makes the customer feel like they have an inferior product because they can want to keep the better one for local years.
The Malvern location employees were helpful and the rental center was clean. I was originally supposed to pick up my UHaul much closer to my house at "Village Hardware" in Downingtown, PA but there were apparently no 10ft trucks available. However, when I drove by Village Hardware the night after I picked up my UHaul from Malvern, there were two 10ft trucks in the Village Hardware lot. It's not a big deal, but it was just a bit frustrating that I drove much farther to pick up my UHaul when there were some available much closer.
Employees were very helpful!
When I 1st called this location to arrange for an enclosed trailer, I was connected with customer service, obviously not from this location. After going through the process and confirming the availability of the requested trailer I was told that I would receive a call from the location to confirm the time of pick up. I needed the trailer unexpectedly and was against a tight time frame, but was happy that I was able to make arrangements for the trailer. About an hour later, I received that call and was told that location did not have the requested trailer and the closet would be 17 miles further. I didn't have time to travel that extra distance. I then proceeded to drive to my location and on the way stopped by this location to see if they had a trailer. Since they didn't I then rented a van. I wish I was told the correct information from the start. What is the sense of having a customer service representative go through the motions of taking a reservation if they have no idea of the availability.
I am not satisfied with customer service. The location handled everything satisfactory.
The people were so rude it was unbelievable! One of the workers blocked me in and when I asked him how could I get out he said your just stuck and he didn't care. The service is the worst and the people were using foul language around kids and people. I WOULD NOT EVER recommend any person going to that place unless you like to be disrespected and over paid!
Customer service at this location is sub standard. Employees were rude, and unhelpful. I will go elsewhere for my truck rental needs in the future.
Very friendly and helpful staff
I was completely satisfied until I received my bill that included 30 dollars for filling the gas tank. I could have gone across the street and filled my own tank for less money and no service charge.
Very quick check-in and check-out.
Nothing my experience was awesome.
Have used this location many times for local and long distance (FL) and it continues to be tops with good inventory of well maintained and sound equipment. Pride in workmanship !!
Great location and service as always. You guys do a great job. Quick, easy, friendly and no hassle.
All facilities and service provided by the staff were exceptional. I have already recommended the site to friends in that area.
New record...in and out in 7 minutes. I am positive that no other rental business can be that quick and efficient. This location is the best, PERIOD!!! What else more do I need to say. Keep up the good work Kip...
Excellent Customer Service
Have used this location for most of my needs.
There was not enough staff. Had one person working on installing a hitch and another trying to get through 4-5 rentals without much success. Should have taken 5 minutes in the store not 45.
I made my reservation on-line and asked for a 6pm return. When I got there, they told me I had to bring the truck back at 3pm because someone else had rented it. I was a little upset to say the least. I got what I needed done but that is besides the point.
24 hour drop off, store was closed when I dropped off but spaces were well marked where to leave my equipment
Kip and Ryan were very professional and helpful
Need to have more than one customer service rep at this location at all times. Too many people waiting in line to pick up their reservation or waiting to get checked in with their returned vehicle or waiting for propane refill.
Got me out very quickly and employee was very courteous and efficient. Check in was super easy as well.
Staff was friendly, helpful and accommodating.
Great group of guys. Hours are very well accommodating. Everyone jumps to help the customers. And above all, THEY unloaded my car for me so my hands didn't have to get dirty, the way they made me do at my departing location.
Indicate properly to the renter that there is a mileage limitation. The truck was rented for "1 day" not "1 day and some arbitrary mileage."
I was charged over-mileage costs for a mileage limitation I had never been informed of since I rented for a full day.
Quicker pick up transaction for walk in traffic
Better entrance signage self check out for retail goods.
Pros friendly service
Quick drop off
On of the better U-Haul facilities I`ve used.
Staff was friendly and helpful.
A tow dolly was ordered, a trailer was provided at the same price. Once car was loaded on trailer I had to crawl out the drivers window since the door would not open even with the fender opened. Had to climb in window to unload. When I called to explain I was hung up on. COMPLETELY UNACCEPTABLE!
A rate of $0.89 was promised not the $1.49 listed. This is the only reason for the poor rating for Contract 21016737. The lower rate was promised because U-Haul broke the original two day contract because of over booking a 20' truck.
Easy online experience. Quick registration onsite. Quick checkout. Great experience. Thank you.
1) Upgrade the box vans to GM vehicles. Ford vans and trucks are not a pleasant experience to drive. Their very loud and sluggish, drive loose and the pedals are too touchy. 2) Your prices are high, and deceivingly advertised. By the time you add up all the ridiculous fees it always costs more than $100 to do anything. If you're going to charge per mile you shouldn't require gas to be refilled...that's double-charging! $120 for 20mi / 3 hrs...BS.
Ideas lied to about a discount on my mileage. That rep should be fired for lying to the customer. If I had more time to replay my move I would have walked away from your rental on principle alone.
Not happy! Can you compensate me with a partial refund.?
I was very much surprised how efficient and nice all were to my needs. I had them once before and would certainly use them again.
It was fast, easy and convenient.
Customer service was outstanding!
Too far from my house! You have lots of U-Haul dealers, but none had the trailer I needed, so you sent me 20 miles away... that's a 40 mile, 2 hour round trip that should have been 5 miles and a half hour if you would have had the right equipment where it was needed.
Even though I ordered boxes on line the rental office didn't have it. Luckily, I brought my printout
Clean insides better of the trucks. Steering wheel was sticky, smelled like cigarettes, had full ashtray, sticky spilled soda all over truck inside.
Sherwyn was excellent, professional and quick.
Initially tried to give me the wrong equipment. An open small trailer versus an enclosed trailer.
Very efficient and easy process.
The performance of the truck was flawless! My brother who drove it said it was the best rental truck he had ever driven.I am very thankful for that because he had to go from PA.to NC..So the next time I need a truck I will come to Uhaul!
They did great. They were really busy and were able to get us in and out very quickly, but remained courteous.
Great people at this location. Great experiences so far.
Customer service was terrible especially the bald head fellow who just wanted to go home
Service was great and all employees profressional and respectful. Michael helped me out today and was a delight to work with. I've already recommended Uhaul of Malvern to my friends!
Friendly, attentive, and efficient!
Given how busy it was I think the guys did a great job. Maybe adding 1 additional rep would help. Other than that everything was top notch.
The advertisement is $19.95 plus mileage and the assumption is that this is for the day but then UHaul adds language that "this usually requires 4h..." This additional stress of allowing far less than a day to complete the move is very unpleasant and undesirable.
the trailer should hace a crank for lowering or raising the trailer. other than that everything was in clean and exelent condition. VERY PLEASED>
This is getting to be a habit... Easy in - easy out. What else can one ask for. Great personalized service. This IS the only location that I will do all my vehicle rentals from. Keep up the good work!
I requested a 20' Van
What I got was less than 17'
I could not use the van so I returned it.
It is unfair to be charged for this rental due to not getting what I ordered, and something I could not use.
The sales rep I worked with was excellent. He has a bright future.
All good. No suggestions at this point. Keep up the high level of service.
It has been a while since I last rented a vehicle, my boss is semi-retired. Either way, the service at this location is impeccable. Easy in - easy out. Kip, the manager, is the nicest guy and always makes sure that I am taken care of. What else could you ask for. Keep up the good work!
Had to go to two different locations to pick up the equipment I used. Not really convenient.
Friendly people and good service
Knowledgeable, clean and quick -- well managed.
Including gasoline, the $19.95 daily rental, actully cost $100.00. The value to me for the use of the equipment at that total out of pocket cost was just not there. The cost per mile for use of the van should be substantially reduced. The $19.95 and $10.00 for collision damage waiver is fine. The cost per mile is way too high. W. O. Leonard, Jr., 484-202-8052
Outstanding service and equipment
Due to weather store opened up late after 7am-waited for other customers to be processed and than my truck to be heated up with my reservations done in advance.
They need to explain up front the additional charges added on like fuel costs/rental tax/motor tax/$1.49 per mile usage/etc. My costs were $107.01 for 28.5miles plus pad and insurance for a 15ft truck
the staff were very nice and check out and inspection went fast.
Kip was very professional and experience was great
The service was excellent at both pick-up and drop-off. The staff was courteous and most helpful. They exceeded my expectations.
My business has been renting trucks from this location for many years. After this experience, I will never rent from tis location again. Possibly never from U Haul again.
I left with the van and didn't notice the tank was 3/4 full and not full like the employee told me it was until I was already at my destination. I filled up the vehicle and when I returned it the employee said there was nothing he could do even though I showed him I went 50 miles and had to buy 11 gallons of gas.
Very helpful in getting me all set up. I couldn't ask for better service! A+ in my opinion.
Everyone was wonderful and accommodating.
Parking lot was crowed, staff was great, truck was great.
Everything went well. Truck in perfect condition
Maintainence needs could be addressed better than appeared usual at this facility.
Well it was a snow day. I realize no one likes to be out when there is fresh 6" of snow. But, i tried to call ahead, before my 9 am reservation and waited until 9 to give a half hour because of the weather. The store would not answer and after 9:20 or so the call center rep tried to get the store and then paged them that i was on my way. When i got there it only took about ten minutes to get the paperwork done which was reasonable. I was handed the keys and told the number would match the number on the top of the truck. When i went out i returned to ask i someone could please get the six inches of snow off the truck. The young man came out to the truck and held the sleeve of his shirt and gave two swipes of his forearm and said the wipers will clear the rest. Well technically i guess it would but I had to clean off the truck for my wife to drive.
Pick up was wonderful. The rep was friendly and helpful. However, upon return the agent was not friendly, almost rude. Definitely did not want to be there or interact with anyone.
Staff at Malvern location very helpful.
Excellent operation in Malvern.
The gentlemen who work at this site are fantastic. They were warm, helpful and knowledgeable. The key card access is easy and the unit was clean.
When picking up our truck, the location never explained clearly when the truck was due back.
I over extended my mileage estimate, but over filled the gas tank. I did the math;
I should have been credited like $30.00, despite what the contract says.
This was a great example of how your employees can make a difference by asking simple questions. I was trying to rent a trailer to carry a motorcycle. I had no idea you had specific trailers designed for motorcycles. Your staff was helpful as they asked the right question and not just filled my order. kudos to the team at this location.
One nice thing to know about would have been the special plug I needed for a GM vehicle directly from the website before I showed up. I was surprised by the fact that i needed a $12.99 plug to convert my vehicles output.
It would be better to have a designated area for customers to park. Handling of my rental by the staff on site was excellent - Michael did a great job.
Michael at the front desk was nice and professional. A very pleasant experience
Truck steering was loose - too much play.
Friendly helpful staff.....quick check in and out. Very nice experience
zip--our rental agent was great and took care of every detail.
Very good customer service for a repeat customer, I'll be happy to do business here again.
Staff was very friendly and helpful. Highly recommend this location and will be back myself!
Teddy at Malvern U-Haul was awesome!!
everyone was very helpful
The staff members were very busy helping other people, however I registered online, which ended up saving me no time. Either the computer system isn`t great or I had a new person.
The u box itself is cheaply made. I had numerous billing issues for overcharges. Overall, it was a very poor experience that I would not recommend to anyone.
They need more help. I waited 30 minutes in line. I`ve been in there twice in the past week and they never have enough help for the amount of clientele they have.
The facility is well maintained and clean. The staff are very friendly. Thanks again.
the people working their seemed clueless. i couldnt wait until i moved my stuff out, just a mess
All personnell very helpful and attentive to my needs anad desires. Stopped in several times to size up a truck and allowed to take actual measurements.
they forgot to give me the key card to get it,my storage was actually filled with someone else`s furniture and my code did not work at the gate after I finally got the card key to get in.
The staff in Malvern, PA were most helpful. Kip, Michael and Sherwin couldn`t have done more. Thank you!
I was able to rent a larger unit 10x15 at another facility for less than what it cost to rent a 10x10 at U-Haul and purchasing insurance was not necessary.
staff knowlegable and friendly
Patched roof led to water damage and destroyed our couch. Rodent problem as well. Unit did not appear to be well maintained. Unit needs major repair work.
I want to commend you on your staff, especially Sherwyn, who was kind and helpful throughout the check-in process.
the staff was friendly and helpful.
This was the first time I`ve ever used a storage facility. They were very helpful and made things so easy.
I CALLED GM MULTIPLE TIMES, LEFT
MESS.SERIOUS ISSUES. NO RETURN
CALL FROM ANYONE. NO ONE TOOK CARE OF THEM. VERY POOR CUSTOMER SERVICE. Juanita HILL ph 484-459-0232
Hassle free except for a request to use a certain lock which UHaul sells for an additional $11.95. I used my own lock, but received a phone call about it. Other than that, I had no other problems.
Very friendly and efficient.
I had a very good experience with this facility--and there`s no way to beat the free month deal that I got. It would be good to have some clearly marked customer parking near the office, though.
Redundant information needed for truck rental and storage facility -- I assume Uhaul IT department could rectify.
Like almost every UHaul location I`ve been to, this personnel seems a bit overwhelmed and understaffed.
Theodore was very accommodating after I had a long day of dealing with other Uhaul folks at a different location and couldn`t get the 26` truck I had reserved.He was a big help.
Friendly and helpful staff!
Sometimes had trouble making the access card work.
The General Manager and his staff were exceptionally helpful and made me feel welcome. I would recommend to a friend. Keep up the good work!
Very helpful and quick. Did not meander like the store where I picked up from.
Olivia was super helpful and friendly.
My only concern is that the lights in the storage area seem to be inconsistant when it comes to working ALL the time. The manager assuredme this wasan item to be addressed with the maintenance team.
The management and staff are always courteous, kind, and willing to assist with any concerns and answer any questions promptly and with integrity.
The person from your reservation center who reserved for me on the phone Tabitha was fantastic!! Great job Tabitha!
I was told that third month was free. You charged me for every month.
I found the staff to be very friendly and helpful. Excellent customer service. I will definnitely recommend this U-Haul facility for storage or rentals. Keep up the great work and customer service.
Very helpful and professional
Service was fast and ready for last minute changes, very convenient for real-world circumstances. Also, being open on Sunday is a huge plus!
This is a very nice facility and has a good location right off 202. The staff was extrememly helpful and responsive.
I would recommend these to a friend as they are much cheaper than the competition.
The staff at the Malvern Uhaul were incredibly nice, helpful and funny! Their positive attitudes made our moving day a lot less stressful.
Late on a Friday in the pouring rain and the U-Haul team was still helpful and curtious. Had to swap units, forgot a lock and had a rig to big for the area but guided us to the best way in and out.
The staff was very accommodating and helpful. The facility is kept clean.
My overall experience was good but the $15 late charge every 15 days is a little excessive.
Everything was explained in detail as well as shown. I was guided to the unit and explained everything tome again.
The only issue I had was that the roof leaked, but there was no damage to any of my property.
Staff was very helpful and friendly. Location was perfect. Thank you!
Friendly staff and good service.
I helped Angelina with her move. The only complaint I have is the continued e-mails of non-payment after she moved out. The threatening e-mails were not necessary and no longer owed you money.
Online reservation difficult to make and understand
The staff don`t know enough about the program to answer questions or quote costs so you never really know how much it`s going to cost.
Very expensive, would have stayed longer but found alternate storage 30% cheaper
It took one hour to get the storage unit
I stopped at the Frazer location to verify availability on Thursday and when I decided that I needed to rent on Saturday morning, Teddy and Ken were very helpful.
Worst experience in customer care I have ever had, IT to slow response, to lack of communication between corporate and local people. Malvern saved the day although lack of training was obvious.
It took me 50 minutes and being transferred four times to cancel my locker.
Your representative Kip. Was very informative and went the extra mile to help in our time of need. Very friendly...welcoming.
The manager and staff were all extremely nice and organized, they served be well.
Staff was extremely friendly, facilities were well kept.
All my stuff was infested with stink bugs.
Everything went very well with my rental situation and I would highly recommend U-Haul particularly the Frazer location for rental.
I had hundreds of stink bugs in my storage unit. I didn`t have any bugs or pest where I lived prior to putting my things in storage.
excellent front desk help and support
We were very satisfies doing business with UHaul.
was very happy for staff member help
This was a great experience and I will recommend this center to my friends in need of a uhaul...I have rented in the past from others and no others compare to these guys!
The staff who took my reservation for a van was surly and abrupt. This reflects poorly on the establishment. I have dealt with this dealership before and have had good experiences. He is a bad apple!
I prefer a 24/7 storage facility but this was a very good site for me.
Dave was wonderful, so helpful and very easy going and was able to work things out with us which put me at ease. Great experience!
Your Mgr., Dave Zaffarano, is a very competent and accommodating employee. He made my experience seamless and the rental process was very easy. I rented both a storage space and tow dolly.
We waited 1.5 hours to rent space.
Dave and Dave are good men and helpful
Great location. Friendly staff
Called for help computers were down/can`t tell me what time I`m due backchecked in @ 2:05 was told @ double charges, etc. I am upset about this please call 610-585-6620
Dave at the Frazer, PA location was superb in customer service and did a wonderful job setting me up with the storage unit.
Dave very helpful, pleasant to deal with, facility excellent.
Minor negatives - I`m using your free 1-month storage, wish you had more facilities closer to my home. 24-hour access would be nice.
Staff was very helpful and friendly. David Y. helped me from start to finish he was great. Service was excellent and professional.
Great services, was given incorrect information when scheduling over the phone for storage access hours.
Good location, easy in and out.
The front office was not very helpful and we had to rid of several items due to rodent and insect infestation.
closing hour @6:00pm was not convenient for access to this facility.
I would love to see a complete tracking of your $5 mandatory enviornmental fee. Charging you customers extra and then claiming to be envoirnmentalist is misleading and dishonest.
The only problem was the long wait in line each time I went to the counter.
The staff was pleasant and willing to help. I would use this facility again. Thanks!
Dave was the most outstanding employee any company can ask for.
see e mail for rest of comments
Gordon A. Wilson
This is my second time with your frazer location. I am very impressed with the staff and facilities.
The staff was extremely friendly and helpful.
The Frazer crew, especially Dave the Manager, were extremely helpful. The crew was respectful and informed. I feel my belongings are safe and secure.
Dave in the store was the most polite and respectable person I have meet in a long time. He was knowledgeable and very helpful, more than that he went above and beyond to help clear the snowin.