Customer Reviews for Grayson Inc
(U-Haul Neighborhood Dealer)

172 reviews

2350 Alexandria Pike   Southgate, KY 41071

(859) 442-0864

Location Hours

  • Monday:
    9 am - 12 pm / 1 pm - 5 pm
  • Tuesday:
    Closed
  • Wednesday:
    9 am - 1 pm
  • Thursday - Friday:
    8 am - 12 pm / 1 pm - 5 pm
  • Saturday:
    8 am - 1 pm
  • Sunday:
    Closed

Services at this Location:

Contact Us

(859) 442-0864

2350 Alexandria Pike
Southgate, KY 41071

Services at this Location:

Location Hours

  • Monday:
    9 am - 12 pm / 1 pm - 5 pm
  • Tuesday:
    Closed
  • Wednesday:
    9 am - 1 pm
  • Thursday - Friday:
    8 am - 12 pm / 1 pm - 5 pm
  • Saturday:
    8 am - 1 pm
  • Sunday:
    Closed
No photos available
  • 24 hour customer return

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.

Overall Rating:

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Rating:
4.0

Free Pizza

Dale S. 
Rating:
5.0

Very close and the lady was extremely helpful in changing my order to a van.

Joseph F. 
Rating:
1.0

I went there 4 times no one said they were closed , I didn't want to be charged the extra 20 for after hrs . Was told it was .59 when it was more I have unexplained charges and inquired about any additional said no just est.51 which was high last time 31.00 charged for insurance I have insurance I wasn't asked if I wanted it ? Overall a money pit and not a reliable company

JANICE W. 
Rating:
5.0

The customer service I received from the desk was excellent, so I did not want to rate lower. However, the office is a temporary shelter on the side of the Collision repair shop. It basically looked like a storage container, with no windows, etc. There is no restroom. Please look at upgrading the building, possibly add additional signage on top of the shelter.

Alan B. 
Rating:
5.0

Customer did not leave a comment.

Jeff W. 
Rating:
1.0

I got charged twice for the reservation. I made a reservation online with movers and got charged for both the reservation and the movers. My partner picked up the truck and wanted to downsize to a 10'. Instead of just downsizing, the lady created a new order for the 10' with safe move without asking us and charged my card AGAIN for the U-Haul.

Ilana W. 
Rating:
4.0

Customer did not leave a comment.

Christopher L. 
Rating:
1.0

Waited 45 minutes past reservation lady hooked trailer up wrong which made it detach on Highway and damage our vehicle and had a negative emotional impact on me

Allison W. 
Rating:
4.0

Customer did not leave a comment.

jeff S. 
Rating:
5.0

Customer did not leave a comment.

Michael F. 
Rating:
1.0

I was not given the right size truck. I was not explained how to use the tow hitch. The straps for the tires were frayed. The chains were not properly wrapped and dragged on the ground creating sparks of fire. The steering was unsafe as on the highway it kept veering over. The equipment was missing the black pieces to the chains.

April A. 
Rating:
3.0

Inside of the truck was dirty

Brian E. 
Rating:
5.0

Customer did not leave a comment.

Marie Y. 
Rating:
5.0

Customer did not leave a comment.

Greg L. 
Rating:
5.0

I had issues with the online check in. Otherwise it was what I expected.

Anjuli P. 
Rating:
1.0

Can I please have someone call 859-307-2951

DONALD G. 
Rating:
4.0

Customer did not leave a comment.

Robin R. 
Rating:
1.0

Answer the phone I was unable to leave a message because mailbox was full

sharon B. 
Rating:
5.0

Excellent costumer service!! 😁

Jessica H. 
Rating:
1.0

I brought the truck back on a quarter of a tank and they said I brought it back on empty then proceeded to hang up on me. Very rude

mark B. 
Rating:
5.0

The customer service was excellent!

Melissa B. 
Rating:
1.0

They completely changed my uhaul to an entire different count like 50 minutes away when my receipt clearly read that I wanted to go to the location closest to me. Then they charged me TWICE. I STILL HAVENT GOTTEN MY REFUND FROM THE FIRST ONE. Don't use this if you can help it. They completely made my move hell cause they took 300 dollars for a 10 foot truck.

Trinity B. 
Rating:
1.0

Clerk smoking inside the pit along with other people.

Princella U. 
Rating:
5.0

Nothing. It is fine as is. Thank you 😊

kathy C. 
Rating:
5.0

They helped me out when they were missing the original truck that I ordered

Ryan M. 
Rating:
2.0

Customer did not leave a comment.

Stephanie J. 
Rating:
5.0

There was broken glass in the parking lot

Delaney Y. 
Rating:
1.0

The worst experience I have ever had renting a truck. I arrived to pick up my truck (on-time) and no one was there. I tried to use the app, and it would not work. The local office was locked, so I called the person who was supposed to be running the location, and they hung up on me. I called U-haul customer service, and we were disconnected. I called back and finally talked to a person who started to "try" to fix my issue. Customer support could see my reservation, but the U-Haul app would never work correctly. They never could get the app or website to work correctly. They finally had to cancel my existing order and create me a new order. The whole process took almost 2 hours for me to be able to get the keys for the truck. We finally get ready to leave, and the check engine light is on and the dolly strap is removed. We didn't remove it, so I better not be charged for using the dolly. I will never use that location again. The online pickup process is horrible and the local location offered no help whatsoever. I had to take time off of work, and to have spend 2 hours just to get the keys is unacceptable. And after all of this, I wasn't offered any kind of compensation for my trouble. I'm a consultant and if I billed you for my 2 hours of time, it would be way for than the entire cost of the rental. The "only" good part of this was the 3rd customer service person I talked to who took the time to eventually get me a truck.

charles M. 
Rating:
3.0

Customer did not leave a comment.

Patrick D. 
Rating:
1.0

It was awful. The mobile app was glitching the entire time, had trouble verifying me even with clear pictures, luckily I had my passport on hand but it still had to have me call a relative to verify. It wouldn't accept my credit card. Checked with banks and the card was fine. Wouldn't let me charge my dad's either until we exited out the app and started completely over. All this to finally get the key lock number and code, and THEN the key lock wasn't even locked!! The keys were just sitting in the lock. Check out was frustrating too because there were not proper instructions ahead of time. I had my father return it before 9:30pm, but when I went to confirm it, it required me to be on-site. So I drove 20mins out there only to find out I still couldn't check the U-Haul out because you have to take a live photo of an upload option. I'd recommend some !! Important !! Info sections on the app. Like "please note purchaser must be present on-site to return vehicle" or something like that.

Chris G. 
Rating:
5.0

Customer did not leave a comment.

william A. 
Rating:
3.0

I would say just make sure appliance Dollys or larger Dollys are available. I had reserved. But there wasn't one. We used basic dolly that was on the truck. End result, I was still charged for the large dolly and never had one..I also returned the truck early. I don't think there's been any reimbursement for that.

Rachael C. 
Rating:
4.0

Customer did not leave a comment.

Louis J. 
Rating:
5.0

Customer did not leave a comment.

Richard S. 
Rating:
2.0

When we got there to pick up the truck it had not been cleaned off. It was covered with ice and snow. The parking lot hadn't been plowed and almost couldn't get the truck out. Secondly the mobile app was basically useless. it took me nearly an hour to get the app to accept the images. It was just as painful on the return, but fortunately my daughter searched and found on Reddit that we were better off using the browser.

Robert B. 
Rating:
1.0

My vehicle was not checked from the previous renters now I am being charged for their miles and mine. I was lied to several times when reaching out to this location saying my bank was lying and I would be reimbursed come to find out this location charged me for multiple milage usages I only found this out by calling the 1800 number now this location refuses to pick up the phone so I can dispute the lies and charges

Ashley A. 
Rating:
1.0

Customer did not leave a comment.

Larkyn R. 
Rating:
4.0

Customer did not leave a comment.

JUDITH S. 
Rating:
5.0

Customer did not leave a comment.

joshua S. 
Rating:
3.0

The lot was covered in ice and had not been salted prior to the snow. It was dangerous walking to the truck as well as driving the truck over the ice.

Anoush J. 
Rating:
3.0

Customer did not leave a comment.

Brett M. 
Rating:
3.0

The mobile return policy is quite tedious. I returned to the location at 6:50, but was unable to check in everything with the mobile app until 7:30 and didn't leave the location until 7:45.

Christopher L. 
Rating:
3.0

Cu

John J. 
Rating:
5.0

This was an easy rental transaction. Everything was good.

Cameron M. 
Rating:
1.0

I returned the truck at 9:00 a.m. an hour before my schedule drop off time and even asked the attendant what I could do to make sure I got checked in by 10:00. She said there was nothing else I needed to do and was pulling my key out of the lock box but yet said I didn't return it until after 11:00 and I was charged for an extra day and insurance. Very unsatisfied with this lady fleecing me out of money.

Michael V. 
Rating:
1.0

While I am thankful the employee wasn't gone to lunch yet, as the app wasn't working for me, the shack location was FILLED with cigarette smoke. The truck I got reeked of smoke as well with lots cigarette ashes throughout. Paperwork said tank was FULL-it wasn't. Tire pressure light was on-went to gas station and front left tire was 44psi where it should've been in the 70s. The engine light was also on-the dash said there was 0% oil life left. The back of the truck had metal shavings and wasn't “clean” as reported on the paperwork. I went to this location strictly because of its' closeness but I will definitely consider other competitors. Have pictures if you want.

Nicole R. 
Rating:
3.0

The website for mobile pick up of equipment is the worst website I've ever used. The amount of times I had to refresh and exit in and out and try to figure out where every single location setting was in my phone was ridiculous. It took us 30 minutes after we arrived in order to actually get our vehicle, making us late for the furniture pickup we needed the equipment for. This is the second time that picking up or returning equipment via the website was ridiculously complicated and the servers crashed every other time we loaded a new page. At this point I will never use uhaul again.

Chase P. 
Rating:
5.0

Customer did not leave a comment.

Sarah M. 
Rating:
5.0

Customer did not leave a comment.

Norene Z. 
Rating:
5.0

Customer did not leave a comment.

Eric N. 
Rating:
1.0

Customer did not leave a comment.

Josiah W. 
Rating:
1.0

RIP off!

Jeremy M. 
Rating:
1.0

The vehicle was dirty. Mud on the floor of the cab, the windshield had some substance splattered on the inside. The front left tire was significantly low on pressure and I had to put approx. 40 PSI of air into it. Also, the cargo area was not swept and had parts and dirt from the last customer.

Torsten W. 
Rating:
5.0

When we arrived for drop off, no employees present. Left keys in drop box. We were charged for an extra day. Called and the charged was reversed.

Kenneth R. 
Rating:
5.0

Customer did not leave a comment.

Brian H. 
Rating:
4.0

Truck floors were muddy and a sock and a coat hanger were left in the bed

Patrick S. 
Rating:
5.0

The online check in process didn't go smoothly and I had to talk to several people before finding someone that knew the process enough to assist. Great job Lindsay. Also, the truck had only 1/4 tank of gas in it so had to stop and fuel up before reaching our destination.

Julie F. 
Rating:
5.0

App did not work well, kept crashing trying to load photos.

ROBERT H. 
Rating:
2.0

Customer did not leave a comment.

Robert A. 
Rating:
2.0

The truck I reserved was not available. They provided me with a larger truck and said it was ready to pick up, but they didn't change the pickup time online. It took 30 minutes to get a representative to fix it. They also charged me for 3 gallons of gas for driving 10 miles.

Andy Y. 
Rating:
1.0

I was the first person waiting at the location, I was there at 6:45am waiting for the location to open for business since they open at 8:00am but the manager didn't come in till it was 15mins to 9am and when she came in to ope the establishment she decided to serve a WHITE couple first before me, been that they came one min before her arriver. she just accepted my payment and told me to get the Equipment without inspecting the vehicle am towing with or showing me how to connect the Equipment to my Vehicle, also I was told by the customers care representative I spoke to on the phone that she was going to give me a $50 discount because the location manager was taking long to open which I haven't seen.

Joshua S. 
Rating:
3.0

Please inspect all equipment before customer arrives to make sure it is ready to go. The truck I was renting would not start after the key was given to me. Found out it was a new key that had not been programmed to the truck after being replaced by a lost key. This should have been done before the truck was given to me. Had I not showed up an hour before my pickup time I would have been delayed for almost an hour. Everything worked out ok because I showed up early.

Tyrone M. 
Rating:
3.0

Notify customer when you don't have accessories that were reserved. Not knowing until I got there thatthey didn't have the hand truck was disappointing.

Lynette P. 
Rating:
3.0

First and foremost, I went to the wrong location and when I contacted C/S because the location I was at wasn't open, C/S didn't even tell me I was at the wrong location so when "I" finally realized it, I had already lost an hour of my rental. I wound up having to extend my rental and not happy about it. My order was also for a hand-truck which they didn't have & I didn't know until I got there-the agent there was as cold as the day was. I was so hoping the agent at the site would have given me a comp extension but she was not sympathetic at all. Better communication is definitely needed.

carmaleta B. 
Rating:
2.0

Customer did not leave a comment.

Caesar D. 
Rating:
5.0

Izzy was very helpful and was a great start of our trip Uhaul needs more dealers like this guy .

LARRY R. 
Rating:
5.0

Always helpful and there to help the people !! Best customer service ever!!

ERIC F. 
Rating:
4.0

There was no indication that the heat in the UHaul did not work. Starting a trip in below freezing weather without a properly working heating system was frustrating to say the least. Staff was kind and helpful.

Robert M. 
Rating:
5.0

Customer did not leave a comment.

Todd H. 
Rating:
1.0

I was charged for a cleaning fee for a truck that was clean.

Jason C. 
Rating:
3.0

I got charged a $50 cleaning fee for some reason, when I entered the truck it smelled like cigarettes and I am the one that that charged with the cleaning fee. Does not make sense to me.

nick B. 
Rating:
5.0

Customer did not leave a comment.

Rusty K. 
Rating:
4.0

Absolutely NO help in hooking it up or checking out the trailer. She was gone when I returned it

Marc H. 
Rating:
1.0

Did not have 20' truck we reserved. If not for cancellation of another person, we would not have been able to move. We would have lost help and would have to have extended lease at place we were staying. Also much bigger truck 24', verses 20'. Increased stress, difficulty maneuvering in city, I'm not a professional truck driver. Very poor experience, request adjustments for mileage. I do not feel I should pay at all. Please refund all funds, rental, mileage, etc…

PETER J. 
Rating:
5.0

Easy-to-use

ROBERT H. 
Rating:
3.0

Customer did not leave a comment.

John G. 
Rating:
5.0

Barbara was extremely helpful and definitely will recommend U haul especially this location where Barbara located.

Dwight H. 
Rating:
5.0

The salesman was extremely helpful and courteous! Great experience.

Eftehea P. 
Rating:
2.0

Make sure people get the dolly they rented. It made our move harder not getting it

Alexander W. 
Rating:
5.0

Always great doing business with you

MONIQUE C. 
Rating:
3.0

Customer did not leave a comment.

Henry L. 
Rating:
5.0

Friendly and helpful staff

Tom N. 
Rating:
4.0

There needs be another way to return the rental during after hours because the app wasn't working and hold times for customer service were very long. So, I had to call back on Sunday early morning so I wasn't waiting for more than 40 minutes for a customer service representative. Please have a rental return after hour non-app option

SARA F. 
Rating:
4.0

The location was easy to find and access. The mobile check-in was surprisingly easier than I expected. Pick-up was a good experience. The only reason for 4 stars is we only needed a 10 foot truck, but the website said there were no 10 foot trucks available, yet there were 2-3 of them sitting there when we showed up. I know there were probably reasons they weren't available, but it made for bad optics without someone there to answer my questions.....

Paul B. 
Rating:
2.0

Where to start? Basically person staffing location left early for lunch and had to be called back to check me out. I spent nearly an hour checking out. All fine, I was annoyed but whatever. Later my friend came to pick up another trailer, and I was shit-talked to him. Super unprofessional, all the way around. Not renting at this location again.

JOSHUA T. 
Rating:
5.0

Things went great.

Roy Brian W. 
Rating:
3.0

The person helping us was very friendly. I'm sorry I can't remember her name right now.

Heather G. 
Rating:
5.0

Great staff and products.

Mitchell B. 
Rating:
1.0

Supposed to be open until 6 pm, but when I return the truck at 4:30 pm no one there. Had trouble with your electronic return application. Finally after submitting all requested information and photos it said I would receive a email confirmation but didn't receive one

Doug M. 
Rating:
5.0

Everything went great, no problems at all. Lady in office was frendly and very helpfull. Will use them again.

Everett S. 
Rating:
5.0

Customer did not leave a comment.

David G. 
Rating:
2.0

The woman in the office was very nice and tried to be helpful. But I reserved a 20 foot truck and it was not there when I went to pick it up at my scheduled time. She said she'd been tryin g to get it back all day and acted like it was no big deal... said it would "probably" be back in 15 minutes or so even though it was over due by hours. I waited 20 minutes, I had movers scheduled to come to my house, so I rented a 10 foot truck, the only thing they had to offer me. The smaller truck meant multiple trips, so I had to suddenly rent a storage unit in my neighborhood to avoid the extra mileage charges and logistical problems this caused. And surprise! there is NO LIFT TAILGATE OR RAMP on a 10 foot truck, so I was unable to wheel the items out on a dolly as planned, so the movers had to be paid to stay to do that job. A very frustrating and disappointing experience w U Haul over all.

Laurie B. 
Rating:
5.0

Terrible customer service. The lady was nice, but her boss definitely wasn't. Be sure to have them do a final reading before you leave, they almost didn't give me the difference back between my estimated cost and my actual cost- luckily I thought to ask before I left (I paid cash so I would have just been out that money)

hannah S. 
Rating:
5.0

everything went very smoothly, highly recommend

sandra S. 
Rating:
5.0

Customer did not leave a comment.

PAUL G. 
Rating:
5.0

Customer did not leave a comment.

ERICA B. 
Rating:
2.0

Make sure the back of the truck is clean and the gas tank is full

William S. 
Rating:
1.0

I rented a 10' truck that had a metal rod in it. I assumed it was in there for a reason despite the fact that it was an annoyance rolling around making noise. I left it in the truck the entire time and dropped it back off that way. I was charged a cleaning fee for the metal rod that was in my way and had nothing to do with me. This is a scam.

James A. 
Rating:
4.0

Customer did not leave a comment.

Joshua W. 
Rating:
3.0

Make sure the truck that was rented through the uhaul representative over the phone is actually available at that location.

Michael L. 
No reviews have been submitted for this location.

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