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
I picked up my truck on Sunday, December 14 at 11:30 AM. I was told it had a full gas tank and I agreed to bring it back full. I drove the truck 28 miles round trip and returned it at 2:00 PM. The gas tank showed 7/8 full. So as promised, I stopped by the WAWA gas and filled it with gas. I pumped 7.5 gallons and $24.00 dollars into the tank. I paid $65.00 for the truck and $24.00 for gas. I feel I was taken advantage of for the gas. Carlos (Charles) Clark 901 Madison Drive Malvern, PA 19355
Excellent service by Fraser PA Uhaul people.
Check engine light was on when I received this truck. The person that I talked to on the phone at uhal was very nice and helpful. The person at the store was very nice and was answered all the questions that I had.
I rented a dolly and pads to move some equipt at home. It was a good experience overall. You are good for more than just trucks!
A clearly marked area for customer parking would be helpful!
Service agents were polite and very helpful. Good people!
Service was fast, accurate, and polite. You have earned my loyalty.
At the drop of location no one was providing service
This was not the only time I tried to rent a truck from uhaul. The first time was in King George, VA the saturday before, it was a one way rental with a trailer for my car. When I got to the site in King George they didn't have a truck and said I could go into Fredrick, 1/2 to 3/4 of an hour away and get a truck and come back for the car trailer, needless to say I was upset. It was 8 hours of driving for nothing. At Melvern, PA everything went well, except, I asked the clerk if the loading ramp was 29 inches wide so I could load the machine I was picking up, he told me it was about 2 1/2 feet wide, to me that ment 30 inches. After driving 4 + hours I try to load the machine and find the ramp is only 22 inches wide, so I had to hire a rollback and have him load it into the truck for me and when I get to my customer's I had to hire another rollback to unload it costing me $220 extra. So a move that should have cost about $450 ended up costing me about $700. So all in all I'm not happy with uhaul at all. As a corperation your people should know the equipment and when asked for specs of the equipment they should know that 2 1/2 feet does not equal 22 inches so the customer can make a better informed decision to rent, yes I'm not a happy customer.
If you have a vehicle with a soft top and want to rent a trailer, take your business else where. They don't tell you this until you show up to rent it. It will allow you to make the reservation as if there is no problem. I have a Jeep with a full roll cage and soft top and wouldn't rent one to me. It ended up costing me 4 times what it should have because i had to rent a 10 foot truck.
Wasn't there at the other end. But I'm sure all went well. U-Haul is the best!
I have one complaint that was rather ignored by the attendant who received the truck when I was done. I topped off the gas tank with over 7 gallons of gas, and I only drove 18 miles. I doubt that this truck gets under 3 miles to the gallon, so my complaint is that it wasn't as full as they thought it was when I took it. I think I spent an extra $10 on gas that I shouldn't have had to.
I had ordered my U-Haul by telephone, and the price had changed when I got to the location, but the Malvern location honored the price that I had been given previously. The mileage was different, too, but it didn't matter, as I had plenty of miles to get to my destination.
The man who checked me out was very helpful. And was ffast!
Very satisfied with the service and professionalism of the guy that helped us.
Customer service absolute zero none rude employee's walked into to return truck they were to busy with there phones had nothing to say but youll get a receipt in the mail didnt even make eye contact did not explain anything when. Truck. Was rented besides 75 dollar deposit an thats it poor service,attidude, woild have been. Better off renting an ass \ donkey to haul my stuff in an super over priced for just a 10 ft box truck highway robber should have just asked me to bend over when i agreed to rent the truck only thing good is you have ash trays in your trucks still
Excellant Service both in and out
Personnel were not very friendly and are trying to charge a cleaning fee for a vehicle which was returned clean.
I made this reservation on line. On line set up terrible. System automatically loads extras without permission. Hard to delete. Wanted vehicle picked up in Westchester. U changed pick up location without notice. Cost me a lot of time and money.
Nothing - we have consistently rented from this location and it is always excellent. No snafus to date and staff is courteous and accommodating. Wonderful!
Polite and quick check-in and check-out. Very good experience
Add some more parking for customers
Equipment turn in was much easier and quicker than expected. All customer's should be well satisfied with this location
Nothing as far as we are concerned - excellent check in and everything went smoothly. Very friendly & courteous staff.
Smooth pick up and return.
Excellent Service, In and out quickly. Everyone friendly
Not charge for miles driven like Budget does.
Hello, I do not rent often however the trailer was one of the best units ever. The facility was easy to get to also the property was neat and the show room was organized and clean
Lot is too full of equipment! Tough to get in and out of, esp. in the rental vehicle.
my only complaint is this location was NOT the closest to my requested destination ....
Transaction went very smoothly. Truck performed well.
This is the second time we rented a truck for our move. The truck we rented is much newer and I felt safer!!! The staff at both facilities we very helpful and professional.
Service was not only good, but extremely fast and efficient.
We had to go through three vans until we found one that didn't have a problem.
Pulled up at the "drop off" zone with a sign that says to wait inside the vehicle for a rep to assist. I waited 10 minutes, no signs of any employees coming to assist. I went inside, and there was a rep standing inside not busy at all. I handed him the keys and left.
This entire experience with UHAUL has not left me with a positive outlook of their services.
offer a package deal where it includes some type of free mileage / local rentals
When I dropped the truck off the parking lot was so full with dropped trucks and other equipment off I wasn't sure where to park.
I was charged 20 extra miles than I drove. I've called uhaul twice since my rental and have yet to discuss this issue with someone to help me.
The van was well maintained, but the windshield was very dirty. the rest of the van was fairly clean. Considering most people don't drive trucks like this on a regular basis, the windshields should be cleaned before each rental!
Box Van had extremely dirty windshield but was otherwise clean.
Driver's side headlight was out
Everything else ok.
The guy at the desk on Saturday 10/25 at 5:15PM could use some personality. Handed me my receipt - "here". I would expect a short explanation of charges.
Ok experience overall. Only issue was that the associate who hooked up the trailer to my truck did not do so correctly (was not tight enough) and the trailer came off the ball while driving down the road after hitting a small bump at 25 mph less than one mile from the store. Would ask that employees double check the hook ups. I fully admit I should have double checked myself and not made the assumption that the employees knew what they were doing.
Everything was great. We will continue to rent from this location.
Train your customer support staff! I was told the drop-off location was 24/7. Drove 45 minutes to get there and found it was closed. When I called customer support the rep kept telling me to go to another state to drop it off because the map she was using was faulty; Edgeware NJ is not 1.4 miles from West 126 St Manhattan!! Very disappointing experience!
Air conditioning didn't work, truck was loaded so too late to switch...given the length of the drive, pretty poor experience in the truck...had to drive 400 miles, with the windows open...loud and uncomfortable.
Great staff...very knowledgeable and helpful
Great Location, Friendly people. In and out quickly
It was a fast, pleasant and professional experience.
Nothing wrong with the place. Quick and efficient. I did accidentally leave a set of key in the cup holder. I thought they would have called me prior to closing (dropped off truck at 3 pm and store closed at 7 pm). I picked up the keys the following morning without being called.
trailer leaked and ruining a box of my product making it unsellable
Inside windows could be cleaner - makes it difficult to see at night.
Everything went better tan planned. From a later reservation the prior day thru returning vehicle and checkout
Pat & Mike were very professional and made the rental a pleasant experience. Thanks
everyone was very helpful
Trailer was almost new. Fast service was commendable. I was pleased.
We arrived to pick-up the confirmed 10' vehicle at the agreed upon time Saturday morning at 9:00 A.M., only to find the truck not available until 4:30 P.M. We had to change out entire agenda, lose the prearranged loading helper and make the move the following day. When I asked the young man if any trucks were available at any other locations, he replied he could give me a number and I could check... customer service 3 out of 10. The truck worked out great when we were able to pick it up - too bad we were not able to move on the day we had planned.
Sales person did not apply the dates i requested. Instead told me to drop it off late for an extra $20 a day instead of changing it in his system. Cost me an extra $150 rather then the extra $60 which i was told
One headlight out, and something going on with the brakes
Your technician was prompt, friendly and very competent.
Nothing. Sherwin got me in and out with speed and courtesy.
The right and left turn signals stopped working on the trailer after I got home.
The truck I was given had almost 95K miles and was clean but mechanically dangerous. It would wander all over the road, as much as 1/2 lane with no effective steering, both unloaded and loaded. Even though clean (not dirty) the truck looked like a refugee from a destruction derby. When I rented the truck I asked if I should note the prior damage, the answer was basically don't bother. I believe the truck is at least 2 generations old. When making the reservation I indicated I was making a 200 mile round trip. My error was not demanding that I be given one of the many other like sized trucks that were obviously lightly used or new. The truck I was given should either be sold or given a major overhaul, just get it off the road!!!
The only way I would recommend this location is if all the unsafe trucks are disposed of.
I've used this specific location and manager many times over the past few years. Most recently to move my parents.
Everyone at the location was helpful and professional. I'll certainly refer and useless location again.
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.
Faster checkout when picking up rental vehicle. More clear information on when where and how to drop off.
I am very upset and would never use u-haul again or rev omen it to any of my friends! I have rented several trucks from different companies. Always the same (out of state unlimited miles) especially on a 2 day rental. Returning the truck we used and finding out I was charged additional miles is baffling !!
Especially when the returning uhaul man told me the place I picked it up from set it up that way!!! I was never told this explained it and do not like surprise's!! I set it up
Myself on line and I can assure you I did not limit my mileage
Horrible thing to do to a customer!!
I was aggravated that the advertised "$19.95 per day" actually ended up costing over $65.00!
This place is very busy, but once my turn came I received a good and corteous attention to my needs
I found it to be a little pricey on a per mile basis. Other than that...perfectly fine and got the job done.
Everything was run very efficiently. There was no wait or down time wasted.
In general, UHaul's policy of changing pickup locations at the last minute with total disregard to the customer is ridiculous and most certainly results in business loss.
I'm writing this review because I'm extremely unhappy with my uhaul experience and never going to rent again from uhaul. I've made a reservation for 26 foot truck for July 28,2014. I made the reservation almost a week before July 28th and I was contacted few times by email and telephone that my reservation is confirmed for 26 foot truck. I received a call on July 27 afternoon from uhaul that there is no 26 foot truck available for me and they can only get me 20foot truck. And it was Sunday and nobody was open which I was left with no options. I ended up with 20 foot truck, and had to make an extra trip to move my stuff and ended up paying $400 more for movers for the extra trip.
It was extremely upsetting that the location didn't want to give me 26 foot truck when there is one available in the lot. They simply told me its going to Texas. But the truck was still there in the lot when I returned the truck in the evening. I feel its very unprofessional that uhaul can't keep up with my reservation which led me through lot of hassle. And I have never received $50 for not getting the right truck on reservation. Uhaul need to stop false advertising on the site.
it is a good experience with rental u-hual.
In and out quickly. Nice people who work there.
We drove the 9-foot cargo van from PA to NC and back. Those seats are NOT comfortable for long-haul, ESP passenger side. Another 3-4 inches of recline would really help. Otherwise thanks very much. This is a good UHaul dealer.
Your staff was most accomodating and this is the second time I have used them and will do so again.
The only issue I had was the man who helped us was not very friendly. He seemed to be bothered by us. After struggling for a while to open the back of the truck, I realized there was no dolly. I went and told the cashier and he brought me one out. He didn't offer to put it on the truck, he just gave it ot me. I have never rented a truck before and it would have been nice if he would have at least offered to show me how everything worked. I actually need to rent a U-haul again in the next few weeks and will find a new rental site.
Everything was great. Great service and friendly staff.
This is a busy place, especially on the weekend, so it is mostly in and out; not much time for Q&A.
Nice customer rep, Michael. Only problem is that this location's lot is small.
New wiper blades clean windscreen inside to stop sun glare.
I got there and there was a customer curing and yelling at your employee. I felt bad for the employee. He kept his cool and so did the manager but the customer should be banned from U-Haul.
No complaints. Quick service at pick-up despite a busy check-in day and time, and quick service at drop-off was appreciated.
Produce the vehicle we ordered. Make clear the time frame for pickup (instead of pickup at 12:00, pickup between 12:00 - 4:00). Put up signs for entrance & exit. We didn't know we entered the exit until we were in it due to arrows on the pavement.
Employees were very helpful and capable. Truck was mechanically sound but smelly and dirty. Windshield had a pucker from a stone.
One thing was that I could not originally get access to my order online. I think because my last name was spelled wrong. When I called to confirm, they sent me a link and all was good.
I was extremely disappointed I was charged for 2 days at $89 per day. The gentleman I made the reservations with said because I'm picking the van up after 5 pm on Saturday, I would only be charged for 24 hours if it was back after 5 pm on Sunday but before Monday morning. I was told this was due to the fact that they close at 5 pm on Sundays which was less than 24 hours since I rented it. So, it was back WELL before Monday morning and yet I was still charged 2 days. I wouldn't of had a problem with it if I was told this upfront but it was clearly indicated to me it would be a 24 hour charge because of the closing time.
I needed to call Uhaul twice before we picked up the Uhaul to make changes to our pick-up/drop-off times. Both times I spoke to different people who were quick to help me and answer my questions. I was very happy we went with Uhaul for our move!
The loading ramp was missing a clip on the left side which made a gap between the ramp and the bed of the truck that was very dangerous and slowed us down due to precautions to not get injured. I also had to cancel my original reservation due to UHAUL not having my requested truck at my requested location and was told they couldn't find anywhere closer than Philly ( I was moving from Wayne to Paoli ). But I was able to make a new reservation myself for the size truck I needed at the location where I choose to drop off which I was originally told was also unavailable, maybe because it was cheaper than my original reservation. I like the Malvern location and staff. They are professional and fast. The reservation process on-line and telephone customer service was horrible.
The 10' box trucks used to have ramps, I did not realize at the time of rental that they didn't and I had to find help at the last minute because I couldn't lift my load my self and then I couldn't stand it upright once I got it in the truck where I would have if had the ramp. That was incredibly annoying.
Have a pick up and return location that is closer to my home so that I don't have to add an extra 15 or more miles onto my billing. Have UHaul move your inventory around and/or make arrangements to move the vehicle not ask the Customer to call the locations and ask to do it if they want it done. I thought that was extremely inconsiderate when I asked Customer Service when I made my reservation if they could arrange to have the Cargo Van moved to a pick up location closer to me and was told I would have to make those calls if I wanted that done.
It is sick that U-Haul does not follow up on customer comments. I had a left a comment about a horrible, take down 911 situation. Nobody did anything. So filling out a survey is just pure nonsense.
When we picked up the unit we notified the representative that we only needed it for one day and not two. Even though we only had the unit for 24 hours we were still charged for 2 days.
appreciated that I could drop off after hours!!!Thank-U!!
It might be a good idea to warn first-time towers that the squeaking and banging noises are expected and not an indicator of something wrong.
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.