When I booked my van (weeks in advance), I requested a specific location that would be the same for pick-up and return (for an 8-hour local move). Immediately after booking online, I was contacted by UHAUL saying they needed to move my location based on availability. It wasn't super convenient because it was across town from my moving location, but it was far enough in advance that it was totally fine. Then, a week goes by, and less than 24 hours prior to my reservation date/time, I get a voicemail saying that they have changed by location for a second time back to my original preferred pick-up/return location — great news, despite having already made arrangements to go across town. Morning of my reservation, I show up to the location about 10 minutes early, wait approximately 20 minutes before one of the three agents could help me (despite being one of two parties at my time of arrival). As soon as I approach the representative, they tell me they've been overbooked and don't have a van for me. I offer to downgrade to a smaller option, and the representative snapped back, "there's nothing for you to downgrade to." So, I wait another 10-15 minutes for him to call the corporate line to figure out an alternative arrangement — which I appreciated. He found me a downgraded option about 15 minutes down the road at a "24/7 location" — the Abbott West Storage at 3020 Charlotte Ave in Nashville. So, thankful for the help, I head on my way to the now third location that I have been passed to. Upon arrival at approximately 9:45am (my original reservation was at 9:00am), I log into my mobile app to begin the pick-up process. I get to the section of the process where it prompts me to "proceed inside to the office counter where a representative will provide you with the truck key." So, I exit my vehicle and start inside when I realize the office is locked, lights are off, and there are no workers onsite — but there is a group of 2-3 different UHAUL customers all standing outside of the office, on their phones, trying to figure out what to do because they've found themselves in the same situation I am now in. I check the location hours — they're supposed to be open at 9am and it's now approaching 10am. I call the storage facility phone number on the door — no answer. I call a couple of conflicting numbers for the storage facility that I found online — no answer. Next up, I call the UHAUL customer service line where I never reach a human and am put "in queue for assistance" for 37 minutes. Simultaneously, I am live chatting a representative through my mobile app regarding the situation. At about 10:45am (nearly two hours after my reservation time), the live agent that I am chatting with via the mobile app identifies that the key to my reserved van is under the driver seat — keep in mind, this was not mentioned anywhere in the app or in my rental contract. All that to say, I would not recommend this location. It is not staffed when it is supposed to be and there is no one form this facility to get in contact with in case of a situation like this or an actual emergency. Aside from this location's issues, UHAUL is a complete logistical and operational nightmare. They overbook locations consistently, move you around multiple times, don't offer to comp the additional gas or costs associated with a longer-distance move as a result of them moving you last minute, their app clearly does not include updated 24/7 pickup directions. And all of these issues fall to the customer to sort out (with minimal and often unfriendly support from UHAUL) during what's often an already stressful time — moving! UHAUL and their affiliate locations need to do better.
ETHAN S
Customer Reviews for Abbott West Self Storage
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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.
Office empty didn’t know what was going on
Jackson RThe car stalled in the middle of the road twice. No mainance. Very poor service
HUYEN MI appreciate the technology that has been integrated with the rental process, but it is buggy. I lost time trying to add photos to the website prior to departure. Fix that and you have a 5 star rating.
David YThe truck back door was broken, i need refund for this
Vinyas RWe put gas in the truck and returned it at the same level. Yet we were still charged $52 for gas. I am currently fighting this charge but have yet to hear back. VERY SHADY business practice.
Victoria LI never received the furniture dollies that they charged me for, there was no one on premise for customer support, the truck was left to me at 1/16th tank of gas, and the inside of the trailer was dirty and had trash in it.
William BProvide a full tank of gas before renting out a truck. Also letting the customer know that they are responsible for gas and a gas service fee, before leaving the lot.
Amaya SAshley was great. Thank you! 🙂
BRYAN LGreat service
SYLVIA RLocation didn’t have a truck for me to use that I reserved. I had to just use the equipment and when I went back to the location on time to return the equipment the location was not open no sign that showed the location was not open only show the time which was 8:30 stay until 9:40 am still wasn’t open had to call and took a while but they made me drop the equipment at a different Location Poor service
Kherome SAlways easy to work with this Uhaul location.
CHRISTINA YThey were closed when I picked up the truck. Had to call customer service because I was not told or shown where the key was located. My original truck got rented out to someone else, so customer service had to issue a different one. Customer service didn't help, they just offered a refund that would take 5 days to complete. It took 6 of us, an hour to find the key, in a gravel lot across the street on the backside of a fence. My furniture dollies wa a also non-existent. Now they're asking me to pay twice. NOT happening!!! I will never come back to this location, nor use uhaul again!!
Tristen NThank you. The gentleman who helped was so professional and friendly. Great experience.
CATHERINE SDavid was professional, thorough, and friendly
ANNA AGreat service
Buket AFor starters the customer comes first and customer service is everything! I rented my uhaul on a Tuesday morning return it the same day drop the key in the drop box. I called the next day to see where my receipt and deposit be put back on my card no answer. Called customer service they put in a ticket. Called the next day no answer. No one is at the location that’s what was said the second day of calling customer service but I was told that if no one sends a receipt or call by 12 the next day I would be refunded my money. He said something would be done. The 3rd day called and still no one at the location customer service service called the manager and he was saying it would be the next day at this point I want a full refund for the inconvenience and run around I have been getting. Customer service service told me the store manager Adam wasn’t willing to give me a refund that it had to be checked in and then I would still have to wait an additional 3 to 5 business days to get my refund so it’s still and huge inconvenience when I had to pay a deposit. I asked for the cooperate manager number. I called Chris Harden 2 times that day left a voicemail and still nobody returned my call or even answered.
Jasmine LThis location was Amazing!!! 10 out of 10 Recommend. They were so kind an compassionate to all of the hassel that the other locations put us through. No fault to this location at al,l but I had a terrible experience with Uhaul. I was re-routed to multiple locations and was yelled at and treated with so much disrespect from the location at 1691 Mallory Lane, Brentwood, TN 37027. I was late to my reservation because I was called just a few minutes before I was supposed to arrive. I was clearly upset and the guy did not do anything to diffuse and basically said it was my fault because I was late. Uhaul needs better policy in place to protect their customers like a courstey call to confirm or I would happily sign an agreement saying to charge my card if I was a no-show. I travelled 4 hours away to get this Uhaul and expected to have it. Do better Uhaul!
ASHLEY CWanted to drop off in person. First place said open to 7 got there early and no one to be found. Couldn’t lock back so didn’t want to leave in insecure location. Second day went to this location said it was open but no it was not. Did the online checkout but didn’t feel comfortable just leaving truck but no other option. Called the uhaul several times for help. They were kinda helpful. Guess getting in person customer service isn’t easy to do anymore.
ANTHONY JI wasn't able to get my keys because there were no workers there during work hours
Franklin HNo one there but was able to do the self return on my phone
Patti CThe manager was professional, friendly, and helpful
ANNA AThe support from the young lady at the counter was spectacular! She is a keeper.
Sean DMy poor review has nothing to do with the clerk who assisted me. She was great, and couldn't have been more helpful. But the truck had left over fast food in the cab when I got it. I reserved two utility dollies and didn't even get one. There were none at the location. This was a huge inconvenience, and should not happen. I might understand if there is only one, but to fail to provide even one is unacceptable. The reason why I got a filthy truck is because it was the only 15 foot truck available, it had just been returned hours before, and the attendant was running the place by herself, so she had no way to clean it before I arrived. I do not want to be booked at this location again.
KEITH OGot to the location for my reservation. The staff were running late - which happens. But I got my truck 30 minutes late. I was supposed to receive a code to pick up the key without staff - but the online system said I didn’t have a truck assigned. I drove 7 miles total and the staff misread the meter (again accidents happen) and charged me extra. When I called, they caught the mistake and said the area manager would have to do the refund. So I’m still waiting on that. Overall. Awful service. The staff were at least very nice and cordial. But I see no reason to give U-Haul my money in the future when there are other reliable options at the same price point.
Steven TThe customer service was excellent!!!!
QUATRECE MI obviously have utilized UHaul before and paid no mileage charge and was hit with a $600 additional fee. This is unacceptable as I did not pay the in town rate. This is a travesty.
Brandon GCustomer service was awesome ty was my helper and she was amazing absolutely love this location
JESSIE MGreat in-person customer service!
GENEVIEVE JDavid was awesome! I had to pick up a couch and needed a cargo van for a little bit. I was nervous about the experience but David was nothing but pleasant and patient; he walked me through the steps on my phone and even walked me to the van on the lot. I was really impressed and I will be using this location again in the future
EMILY TThe truck only had 8 miles to E this was the first time I got a u haul with no gas in it and has to pay for gas. Paying for gas and having to pay for the miles driven is crazy.
Briahna MY’all have my reserved cargo van away. Stuck me with a 15ft truck that I couldn’t park anywhere. Vehicle was very dirty and only had 1/4 tank of gas. So I had to go wipe it down and get gas before I could even do anything. This was very inconvenient. Had I of know this was gonna be a pain, I would have went to Penske or literally anywhere else. Thought Uhaul was supposed to be the painless option, not the raw dog dirty cheap option
JOSHUA NI was supposed to pick up before they opened but never received any instructions. The vehicle was filthy and the transmission feels like it was going to die at any point. Then I was charged for two hand Dollie’s but only received one.
JIM HVehicle was very very high in miles and the transmission was terrible. Service was good.
DANIEL WNot a thing. Our experience was was courteous, knowledgeable and timely.
William CI have moved 4 kids to apartments and dorms all over the country using your products. This location has by far the friendliest, most efficient team and is the cleanest most welcoming location I have visited. Most excellent experience! Reward the entire team there and use the location as a benchmark for all locations.
CRAIG PKeep things the way they are
michael aworker be present for drop-off
Winkler MNot specific to the location, but I felt like there are so many fees that the cost ends up being about doubled whats advertised. And I barely drove, I can’t imagine the costs to drive to different cities or states. I understand not wanting vehicles returned with an empty gas tank, but the $0.99/mile is absurd when also expecting the truck to returned with at least the same amount of gas.
Natalie HDifficult to understand where to leave the truck.
Jordan WVery grateful 🙏
Lakesha JWe had trouble removing the key from the ignition
Amber SNowhere to park our uhaul at all. Lady told me to just park anywhere on the sidewalk, but there was nowhere and it was all sidewalk lining a neighborhood?? We just parked it in the one space there in front of the office even though it stated not to do so. Lady there just asked for the key and said nothing else. No return receipt, nothing. Felt a bit weird about dropping uhaul off in this remote strange location with people who didn't give a darn.
jenny dThe 10-foot truck was filthy. The cab of the truck floor and running board were covered in mud and two of the tires were totally covered in mud. The truck should have been washed and cleaned before rental.
Charles MVehicle headlights were fogged over and dangerous. Windshield was extremely dirty. The truck share app was useless at this location as I was supposed to just be able to pick up a truck, but I had to go back in the rental office at this site and waste my time by giving the representative all of my information again that I already gave through the app and with a U-Haul operator on the 1-800 line. This is a complete waste of time and unnecessary according to the Uhaul app. It’s imperative, to maintain the safety of the vehicle by ensuring things like headlights are clear and windshields are clean.
Marnie EMore efficient drop and pick up. Very confusing.
Eric DEZ PZ
Eric RNothing , Monica was great and so helpful.
Danny BThe check in and check out process- self service with app was confusing, time and labor intensive and I had a lot of difficulty opening the lock box. While the equipment was clean and good, this process was subpar.
EIman JI thought the employee was very helpful and easy to understand the U-Haul agreement and policy that was explained to me.
Timothy TI filled the gas tank up with gas to the level I received it (7/8) and was fraudulently charged $15 for gas. I am disputing it with my credit card since no one will respond to me. Scam!
Heather KGood once the Uhaul website finally started working!
James OMonica was very helpful. The original van had cat hair throughout. My daughter is severely allergic. She gave me another vehicle and even moved the dolly to the new vehicle. My daughter has 2 more years in college, so I’ll be back.
Sumbra GThe service I had at this location was great, however, I was not happy to have my reservation moved to this location on short notice from the location that is closer to my house.
Alexandra BGot to location and no one was there. Did not answer phone when called. When she showed up, keys were unable to be located for van. Pick up was delayed 45 minutes.
Hannah WYou need to change it so that it is impossible to schedule 24/7 self check-in outside of business hours is impossible to book at a location that does not accommodate that service. If you allow me to book for 9, I shouldn’t have to wait until the office opens at 10.
Vance M