Customer Reviews for U-Haul Moving & Storage of Tonawanda

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 Tonawanda

Overall rating:

Reviews without text are currently hidden. Show them shown. Hide them

Alisa C. on

Rating:

It was easy to reserve online for the cargo trailer we needed to move some furniture during winter in Buffalo. Uhaul staff was nice and explained everything we needed to know. He was courteous and same for next stsff member when we returned it earlier then exspected. I would use this lication again.

Shirley B. on

Rating:

Customer did not leave a comment.

WILLIAM J. on

Rating:

The guys there are friendly and efficient.

Kathleen N. on

Rating:

Customer did not leave a comment.

Gregory W. on

Rating:

Customer did not leave a comment.

Hans K. on

Rating:

Customer did not leave a comment.

Kaylee B. on

Rating:

Customer did not leave a comment.

Ryan B. on

Rating:

They charged me for a 1000 miles due to a mistake. When I asked they said whoops someone fat fingered the entry. Now my entire bank account is empty for 3 days and I have a family of 4. Massive mistake

Stephanie Z. on

Rating:

The lady who took care of me was extremely rude and seemed depressed to be there. Thigh I get that stinks having to work on a Sunday but don’t take it out on a customer. I had valid questions as to what was happening with my card number I input online and I got snarky responses back. For someone whose an assistant manager she sure did know how to drive customers away. The gentleman who cashed me out when I returned the vehicle was extremely Nice and helpful. Went over everything in detail Answered my questions and genuinely was nice and helpful.

Jacob J. on

Rating:

Location wasn't clean and was not well maintained. Vehicle cab had trash in it. Could have received friendlier and more personable customer service by talking to a wall.

adela R. on

Rating:

Very good service

Alexis J. on

Rating:

Friday, January 3 I reserved a Uhaul online for pickup on Saturday, January 4 at 9 am. At the end of signing up, it said that a Uhaul representative would call me by 6 pm to confirm. No one ever called. The site I selected was Ecomart on Elmwood Ave. I arrived Saturday morning to this site, only to be told by the worker that they had no record of reservation for me and that they were all sold out of Uhauls. I then called the Niagara Falls Boulevard location to attempt to get a rental. The representative told me I already had a reservation. I informed her of the incident. She then looked into my reservation once more and informed me that my pickup location was changed, to a further location by the way. I was very frustrated at this point because no one informed me of this and I wasted gas and precious time on my move-in day. Also, this changed location ended up being further from my current & new homes. This means more money out of my pocket being that Uhaul charges by the mile. The guys working at the Kenmore location were great and friendly, but i am very dissatisfied with my overall experience.

Fahim M. on

Rating:

Ryan was truly a pleasure to work with. Thank you again!

James V. on

Rating:

We were going to be an hour late. We called and the representative said it was ok and they would not charge. Well we dropped it off and they did charge. We called to talk to them and he was rude. The first guy was nice but the second changed our mind. The ramp was hard to get in it was a little dirty.

Karen C. on

Rating:

Customer did not leave a comment.

Alan R. on

Rating:

The truck provided was exactly as reserved on-line. The seats were comfortable. The inside of the cabin is a bit noisy. The final bill cost matched as was expected per the reservation.

FRAN C. on

Rating:

We moved some furniture to a relative in New York state. The drop off was close to her home and on route back to Canada It was convenient.

Bradley W. on

Rating:

I called to inquire about a truck. Gave them the specifics. What size truck, where i was going, where i wanted to drop it off. I asked how much it would cost. A couple days later i reserved the truck for a 7:00 pickup. When i recievwd my confirmation it was for 12:00. I called and the earliest i was told i could pick it up was 9:00. So much for a reservation. When i picked up the truck , the price i was given was a lot higher than i was previously told. They said the rate was for a one way truck and the price i was given was for round trip. Ok, fine. It would cost less to do round trip so i asked them to change it. They said they couldnt. Because i was under contract even though i hadnt paid yet. When i droppped off the truck i brought it up to them and was told it could have been changed. So, to wrap up, it cost me roughly $200 to go 34 miles. about $100 more than it should have cost. I will not use u haul again. At the very least the kenmore ave location.

Tonna P. on

Rating:

Considering our pick up was set for Military Road and changed to Kenmore Ave. (An additional 20 minute drive for us) The time on the truck and trailer was set for Dec. 1, at 10:00 am and ten minutes before we were to be there we were called and told that the truck would not be there until 3 pm. No real apologies were made for this, only a grudging two extra days on the rental for free. The delay in our pick up time caused us an extra two days in moving due to the fact that the people that we had helping load had to work. The grudging award of two days free did not and does not make us want to use Uhaul again or give a good rating. To add insult, no manager on site to speak to and no contact information was given even though we asked. The only professional we encountered at Kenmore Ave. was the gentleman in the yard taking care of the trucks. He apologized profusely for the condition of the cargo area and tried to clean it as best he could so we could get going. The truck itself was in good condition otherwise.

Frank L. on

Rating:

Customer did not leave a comment.

Sheila B. on

Rating:

Everything went smoothly.

Rached I. on

Rating:

I needed a small truck to move a stove, a regular fridge and a small washer . The front desk person recommended a 15 ft truck. Which I though it was more than what I needed. I think a 10 ft truck would be more what I need. Of course I was charged more money , which I thought was not fair . For this reason I was not happy for this Rhône service. I like UHaul, I like to have a better recommendation from the front desk to get what I really need, and not pay extra unnecessary money Richie

GREGORY R. on

Rating:

Customer did not leave a comment.

Laurie S. on

Rating:

Customer did not leave a comment.

Cynthia F. on

Rating:

Customer did not leave a comment.

Monica C. on

Rating:

Customer did not leave a comment.

Victoria L. on

Rating:

Customer did not leave a comment.

Daniel V. on

Rating:

Customer did not leave a comment.

Thomas K. on

Rating:

I received the truck wa Avery clean but was spoused to be at half tank and it was t it was at 3/4 and I used 12 miles out 5 bucks in and got charged for more gas

Michelle D. on

Rating:

Wasn't thrilled with the counter person (female). Didn't say hello, just a "can I help you"? Kinda disconnected. Very generic with questions. No smile.

Manhal A. on

Rating:

Customer did not leave a comment.

Cindy P. on

Rating:

On your website I was able to pick what size of truck I needed and if I needed any moving gear. I only needed a furniture dolly, nothing else. Some of the options were already preset so I changed them to 0 for the blankets and other moving supplies. When I got to the check out page, my estimate was huge. I looked at my order and all the preset items were back. I never finished checking out and tried to go back to fix the problem. The website made me start over. So I did it all again, everything was correct, I checked out and got my confirmation number. As I pulled up to the location that I chose from U-Haul's website, there wasn't any trucks there at all and it was just a small garage. As I sat there trying to figure out what was going on, a lady from U-Haul called me and said that I have 2 different charges for my reservation. The one with all of the preset extras went through as completed even though I never finished checking out. She then told me that the location that I chose didn't have any trucks so I had to drive a half hour away to get a truck. The truck I got was horrible. It wouldn't shift into 4th gear. It would rev up to 5000 rpm's, I would have to let off the gas, reapply the gas, do it again and then it would shift. The steering on it was all over the place like I was driving in a wind storm. At this point I had to drive another half hour back to where I needed to be and now I'm late. I was purchasing furniture from different locations and due to having to drive an extra hour, I lost one of the items that I really needed because the person selling it had to leave. I was not going to rent another truck for the one item. Because I had to go out of my way, I had to pay for more milage than I had priced out. A half hour AFTER I dropped the truck back off, I got a text message telling me what I had to do to return the truck. I was already gone. Maybe that text should be sent right away? At least I world think so. I will never be using U-Haul's services again. I am not happy. At all.

Donald C. on

Rating:

The best location hands down. I rent from uhaul constantly and this location is convenient for my needs, The management is superior, The staff are always friendly, Fast and very helpful. Always a pleasure, Never once had an issue. I'm thankful everyone there is so accommodating an will be using this location for the foreseeable future.

Vince W. on

Rating:

Customer did not leave a comment.

Michael H. on

Rating:

I just got charged four 90 miles but I only traveled 40 miles. I was told I did not need to complete the online checkout Once I returned the vehicle but clearly this was a scam so you could lie about the mileage and hit me with additional charges. I will make sure to let everyone know not to use this location. I drove from Tonawanda to West Seneca NY and back to UHaul. This is only a 38 mile round trip so clearly I was charged wrong

Charles S. on

Rating:

Customer did not leave a comment.

Richard O. on

Rating:

Customer did not leave a comment.

Jered M. on

Rating:

I rent many trucks and I only like picking up from this location customer service is excellent trucks always ready to go clean and we’ll maintained and most all the reps Know me and remember me I don’t want to rent from anyone else!!!!!!

Raymond W. on

Rating:

Can UHaul do something about the bad weather? Picked up vehicle in wet snow/sleet/rain mix, but the attendant braved wet and cold in readying our vehicle. Excellent service!

John B. on

Rating:

Put Ice Scrappers,certainly with long handle, in your vehicles! I was disappointed to see none. I was forced to warm up the cab to start defrosting the windshield. While it was heating up, I had to use regular kitchen knife to scrape off window sides. We got sleet the morning for my scheduled return. My scraper was in my car which was parked at your location.

Andrew T. on

Rating:

Customer did not leave a comment.

AAron H. on

Rating:

Customer did not leave a comment.

Jeff K. on

Rating:

Customer did not leave a comment.

Hayden V. on

Rating:

I don’t expect uhaul to be the best customer service experience of my life, but the woman working could not have been any less friendly. I would not come back to this location for that reason alone

Diane C. on

Rating:

Customer did not leave a comment.

Matthew C. on

Rating:

I was able to get it early with my cell phone and the truck was all ready to go at the exit for me. Great!

Alan H. on

Rating:

Good service

Timothy T. on

Rating:

The only problem that I had was I was not able to get the truck via the 24/7 option. Everytime I took a picture of the license, it was not accepting it and was putting me in a loop. I had to wait until the people from the uhaul location came in to get the truck. I can see where this could be a nice service, if it works properly.

Thomas G. on

Rating:

They did a great job.

Tyrone S. on

Rating:

Customer service rep needs to attend a finnishing class. Very poor attitude like he was doing me a favor . He needs to know who the customer is and without the customer they do not need him.

heather D. on

Rating:

The main issue I had the woman in the morning when I picked up the uhaul had a very nasty attitude. I went to swipe my card and she snapped at me saying DONT! Nearly yelling

Harvey M. on

Rating:

Not friendly, very busy, didn't have trailer I needed, trailer was very rusty inside.

Robert E. on

Rating:

It was quick and easy, the staff are knowledgeable and friendly, thanks for all the help, I'm definitely going back in the future!

Mohamed Majed A. on

Rating:

They fucking charge me 85$for something I don't know about it and then when we ask them about the pictures they said I don't know

mike S. on

Rating:

When quoting a price and reservations are made, uhaul should stand behind the price and reservation they give on the phone.

andrea A. on

Rating:

I am extremely disappointed in the service we received from corporate. We called the customer service line because we were in an emergency situation. They made reservations for truck that wasn’t available. The gentleman in the store was going to charge us quadruple the quote because of the way in was entered into his system. I was in the store on the phone with three different people at corporate trying to fix the situation. We ended up having to rent 2 smaller vehicles and pay full price which was almost double the original Quote/reservation given to us by a person named Toby. The 1st woman on the phone Was helpful and trying to rectify the situation. The woman that she connected us to who was a supervisor was snarky and rude. I wish that I would have gotten her name. I Am so very disappointed and likely will not rent from this company again because of the way I was treated by your customer service rep. I will say that the man working on the store ended up being extremely helpful and tried his best to get us into a vehicle. It wasn’t his fault at all. I am grateful for his patience.

Jim D. on

Rating:

Everything went smoothly and all my questions were answered

Charles S. on

Rating:

Customer did not leave a comment.

Lydia D. on

Rating:

Customer did not leave a comment.

Robert S. on

Rating:

Customer did not leave a comment.

kyle B. on

Rating:

Customer did not leave a comment.

Diane C. on

Rating:

Customer did not leave a comment.

ALISA C. on

Rating:

My exsperience with the Tonawanda office has been good. When i called to reserve a truck was she was friendly and helpful. When i picked up the truck, she was nice & answered my questionas. I would recommend this location. I would use this Uhaul location again.

JACOB G. on

Rating:

The call center set it up for a one way and the store would not honor that. I will only use uhaul agin if I’m desperate. I will try every other company first. Never been treated so poorly as a customer like that.

Kristin N. on

Rating:

Customer did not leave a comment.

Christopher H. on

Rating:

Customer did not leave a comment.

Robert R. on

Rating:

Customer did not leave a comment.

Nathaniel S. on

Rating:

Nothing,everything went perfectly.

Samuel C. on

Rating:

Customer did not leave a comment.

lawrence B. on

Rating:

The guys were very helpful. They got us all hooked up and road worthy. Returning was a breeze! Thanks guys!

Eugene K. on

Rating:

Customer did not leave a comment.

Craig P. on

Rating:

Customer did not leave a comment.

Gregory M. on

Rating:

Customer did not leave a comment.

Patrick C. on

Rating:

Customer did not leave a comment.

Melanie M. on

Rating:

staff friendly and helpful

Sarah L. on

Rating:

Train the staff on customer service. I felt like I was being talked down to and rushed through the contract. I get that people don't want to go to work some days, but try to slap on a smile, at least until I'm out the door :) Also, I tried to complete the return online and it almost charged me for fuel, even though I refueled the truck and selected that I did so in the questions during checkout, with a picture. Truck worked for what was needed, though.

Kathleen S. on

Rating:

The person that helped me could be more personable since he's dealing with the public. He also helped me when I rented a truck in August 2019. He comes across as miserable. Also, they never told us that the latch on the rear door needed to be locked in place when opened, and it got stuck when we opened the door. Therefore, we had to return the truck with the rear door wide open. I think this should've been explained when I rented the truck.

Jesse T. on

Rating:

Stay was friendly, professional and helpful!

Alicia S. on

Rating:

Customer service rep was taking a personal call when I came in. Couldn’t tell if she was talking to me or her friend. Finally hangs up with her friend and does NOT even apologize for it. I do phone customer service for a living so maybe my standards are higher, but that was super tacky! What an awful first impression.

Veronika W. on

Rating:

Customer did not leave a comment.

conrad M. on

Rating:

I rarely have occasion to rent a vehicle or equipment. I purchased a motorcycle several hours from my home and needed to get it home. I learned that U-Haul rents motorcycle trailers. The trailer was in top notch condition and service was excellent at the store location. Having the right equipment really took the stress out of transporting my new purchase.

MOHAMMAD A. on

Rating:

The attitude of representative is not good. Its like they are doing us a fever, very rude and unprofessional. Not helpful should be taken immediate action. I will go to different location going forward.

Patrick C. on

Rating:

U-Haul Moving and Storage of Tonawanda is an excellent facility. It's always well stocked and maintained - I'll admit that I get disappointed when I have to use a different location. They really do a great job

Jered M. on

Rating:

I’ve rented many trucks from this location and always have my truck and always take care of me in and out no problems guys and girls work there are always great customer service. I always recommend when someone is In need of a moving truck

Krystyn H. on

Rating:

I was charged for 2 days of rental although we returned within the time period that we were told.

Margaret B. on

Rating:

Customer did not leave a comment.

Elaine V. on

Rating:

Customer did not leave a comment.

Joseph D. on

Rating:

website was awful. hard to complete this last time.

Brandon G. on

Rating:

Customer did not leave a comment.

Lauren W. on

Rating:

Customer did not leave a comment.

Linda B. on

Rating:

Customer did not leave a comment.

Andrew L. on

Rating:

Customer did not leave a comment.

gretchen P. on

Rating:

The staff was very unprofessional! When returning equipment, there were 2 other people at the location returning and staff was overwhelmed and stated that customers were were there just to bother us! I will NEVER rent from said location ever again!

Debra P. on

Rating:

The agent was not helpful at all. He was right talking to a robot. I have never rented before I did not know the drill. Also the equipment I wanted wasn't available.

Edwin M. on

Rating:

Keep up your high standards

Laura L. on

Rating:

Customer did not leave a comment.

Krista W. on

Rating:

Received a quote Over the phone, went to pick up rental and was told it did not apply, the trailer had a broken lock latch, wasted time and mileage to get another from another location. Customer service did not seem to want to get the wasted mileage reimbursed.

Ruhil D. on

Rating:

The women who was at the counter was rude, obnoxious, and the worst person, who should not have worked at the counter.

victoria G. on

Rating:

Have better customer service on the dispatch line it's not even the people in the store it's the general number from the call center is horrible. And didn't even get greetings from your field manager Mr Andy oscypala from the western New York location when I Expressed my concerns didn't get a call back like I asked I received an email. For future reference I will never use uhaul again and I will share my experience with others

Charles S. on

Rating:

Customer did not leave a comment.

arlene n. on

Rating:

I worked with Ryan and Junior. Both were personable and extremely helpful. I was working under a time constraint and they accommodated my schedule. I would highly recommend this U-Haul location.

DANIELLE C. on

Rating:

Julio was very helpful even help me put my car on the dolly but definitely recommend