Customer Reviews for U-Haul Moving & Storage at Airport

Rating:

5.0

The U Haul located in Roanoke was fine, it was the starting point that was awful.

Rating:

2.0

I would not recommend this location only because of the personal.

Rating:

4.0

I like the free month special

Rating:

4.0

The final price was more than the original price quoted to us

Rating:

5.0

Overall, good experience, keep up the good work

Rating:

5.0

Quick and professional service Overall nice facility

Rating:

4.0

It was a hectic Saturday morning, but the staff managed it well and were very pleasant and accommodating

Rating:

2.0

The old man. Was very rude and not helpful

Rating:

2.0

The manager is a liar, I went to a different uhaul to rent a truck to move my stuff out simply to not have to deal with her.

Rating:

3.0

Tire pressures not checked 1 tire I had to keep putting air in. I tried to get location to just change tire they wouldn’t said they’d give me another trailer which meant I would have had to unload and reload, not an option

Rating:

5.0

From start to finish this was a great experience. The staff are professional and efficient.

Rating:

5.0

They were quick on the drop off. Friendly, gave clear and helpful instructions. I would rent here next time.

Rating:

5.0

This location is good and the employee are very professional and kind I

Rating:

5.0

If I HAVE to complain: the gas wasn't completly full & the truck windshield was bug encrusted. The manager was competent and friendly.

Rating:

5.0

The welcoming and friendly and informative staff and technicians were wonderful. And the Hitch specialist was an expert as his craft and made the experience great.

Rating:

4.0

They were fast, efficient, and made unloading and returning extremely easy. I couldn't have been happier with their service as well. I wasn't in this location as long as the pickup location, but if there's a place you need to drop off your equipment where the people know what they're doing and do it well, here is where to do it.

Rating:

5.0

No wait and very quick service.

Rating:

3.0

Staff could be friendlier and work on customer service. One employee ignored us for several minutes while she took a smoke break and another employee disappeared as well.

Rating:

5.0

Excellent service

Rating:

5.0

Nicky was great!!! Super helpful and friendly

Rating:

5.0

If I have to move again I will use u-haul

Rating:

5.0

Staff was busy, but smiling and helpful. Entire process for drop-off was quick and easy. Thank you!

Rating:

3.0

My reservation was moved to another location without me being notified of the change. The trailer I was presented with was missing a light lens at first they where hesitant to find/provide one, but did. I inquired if a damage inspection was needed and they told me no. I took pictures of all damages and inconsistencies to protect myself from additional charges at return. During my trip a taillight that was not properly(2 of the 4 where not fully inserted into rubber grommet) installed fell out and was dangling by the wires. I recommend if you do rent from any location that you thoroughly note any and all damages for your own piece of mind and safety.

Rating:

4.0

Keep doing what you are doing because you are doing it right!

Rating:

4.0

The storage was clean and neat. But, had mice that skittered to somewhere.

Rating:

5.0

Quick and easy, nothing hidden.

Rating:

4.0

The man running the location that day was harried and distracted. Too many things coming at him at once. Made it difficult for him to communicate effectively

Rating:

4.0

The schedulers and drivers were fantastic - excellent customer service. Only one glitch - maybe my box arrived after hours, but it wasn't scanned in until the next day, leading to auto texts from uhaul that my box had not been delivered - and some time and worry to untangle all that.

Rating:

3.0

My answer above was the staff helpful and friendly and I said no. No went to being helpful, yes to they are were friendly. My explanation is below. I was using this facility to hold my uncle's furniture, which I'm his Executor. I was paying the monthly fee from the estate account which is a check. It would be more of a convenience if Associates could be trained to accept checks and they clear while customers are there instead of only Managers using this option. I had to wait 15 minutes one time to pay my rent and another time I was moving out furniture and had to buy straps in the store and the Associate couldn't accept my check. Then on the day of my move out on 3/12/25 the Associate of 3 years didn't know how to refund a $6 credit on my account and would have the manager call me.

Rating:

4.0

Jeremiah was very helpful courteous and knew his stuff!!

Rating:

5.0

aok

Rating:

5.0

Very friendly staff when my daughter and I were there

Rating:

5.0

Mr. Jeremiah is always above reproach and most excellent in customer care and service. Five stars I🌟🌟🌟🌟🌟

Rating:

2.0

Not treat the customer like a potential thief, by not taking his picture with your, what looks like a personal cell phone, and and my license and my license plate that I am sure the clerk was instructed to do. I don’t blame the employee he was very helpful but this was a terrible experience as far as renting a simple trailer. I would never use that U hall on Hershberger again. And the employee once again was just doing his job but I have never been to a U-haul and had that happen. If I wasn’t on a time crunch I would’ve said the hell with it. It Won’t happen again……..

Rating:

4.0

The personel were eating and no one came to check me in. After a while i unloaded my personal truck from the trailer and went inside but they said just to leave it and they would email me a receipt. I did not receive a receipt.

Rating:

1.0

Gave the wrong trailer. We wasted hundreds of dollars to drive to SC to learn that the wrong trailer was given, not counting the tow bill we got on top of all of it. People need to learn to do their jobs!!!!!!

Rating:

5.0

Great employees and customer service

Rating:

5.0

The store was clean, organized, and easy to navigate in. Thanks for all the help of the well knowledgeable employees and managers. Ms. Nikki Hamm has always been a pleasure to work with when it comes to renting my storage unit, getting boxes. Uhual was the only reason we didn't get stuck in Texas. I will always recommend uhual for storage and/or moving because of the Godly spirits they have working for them. Ms. Nikki I wish you blessings to you and your family. Along with all the staff members working along side you. Thank you Uhual for all you do for your customers -Crystal

Rating:

5.0

So, the girl that helped me was AMAZING!!! They all were but, my girl was a life saver!! I wouldn't of been able to do anything without her.. Embarrassing but true! Thank you for having people like her on your team!

Rating:

5.0

N/A

Rating:

4.0

Jeremiah and Antonio were excellent. I was distraught and Jeremiah was very calm and patient. It was a nice experience.

Rating:

5.0

People we’re great

Rating:

2.0

The drop off and pickup from Florida from loading went very smooth and all troubleshooting was done with ease and staff were all courteous and helpful. It was a great start to the experience. The drop off and pick in Virginia for unloading was a mess. I got transferred sometimes over 6 times to various offices, put on hold and hung up on, received little/no updates and had to manage a significant portion of the coordination without any assistance from the U-Haul team. Dates were randomly changes multiple times with no notice, I would receive automated texts or emails with status changes and no phone calls to confirm. When the driver came to drop off the boxes she was extremely friendly but got stuck in the mud with the tractor placing a box on the lawn and then had to get towed out after over an hour of troubleshooting and trying to receive help from her own office. Also, it ruined a huge section of the grass and left mud tracks on part of our neighbors driveway. They then changed the pick up time for the empty boxes without notifying me and I had to call back to get it fixed. The drivers were all wonderful but the dispatch and coordinators at the office were a nightmare to work with and it just constantly felt like nobody was communicating well internally. If I move again I absolutely wouldn’t use this service.

Rating:

4.0

The final charges receipt was slow in being sent. After a phone request about the matter, the final confirmation was received. The final receipt was as expected.

Rating:

5.0

Excellent and prompt customer service during pickup and return !!!

Rating:

5.0

Miss Nicole & Manager, Mr. Jeremiah were as always WONDERFULLY efficient, professionally pleasant and funny and fun to work with. Consistently, in all the 10 months I’ve worked with them! Well done, 2902 Hershberger Rd, Roanoke, VA 24017. 10 🌟

Rating:

5.0

Staffing at the hershberger rd roanoke va were great.

Rating:

5.0

Everyone did a great job

Rating:

4.0

The two employees working were friendly and helpful.

Rating:

5.0

Easiest move ever thanks to the staff at Hershberger Uuaul! Fast & friendly! Thank you

Rating:

4.0

There was nobody at the drop off in Roanoke, VA. I can not rate the the location or the personal. I would like to put N/A on the location and personal.

Rating:

5.0

Excellent location to take care of anything I had. Would recommend to anyone.

Rating:

4.0

Be more helpful when customer is purchasing tie-downs. Customer may need assistance with usage tips, length needed, ease of use, etc.

Rating:

5.0

Take care of your staff and don’t ignore opportunities to improve employee morale, as small as they may be. They are on the frontlines and the “employee experience” is a real thing!

Rating:

3.0

The staff at the location were very nice, however the truck was damaged and had leaks in multiple places. Because the truck was not maintained properly, we had multiple high value items ruined and cannot be cleaned. And despite paying for the insurance offered from Uhaul, their RepWest plans do not cover water damage.

Rating:

3.0

Whoever designed this place did so with the precision of making sure a 26 ft truck has 1 inch on all sides to maneuver. When you see it on Google maps there's a regular car parked inside and it looks tight for the car. There were 2 trucks parked inside the fence by the gate. Not that you can make that turn down the first row anyway, but after you make three 6-point turns to drive all the way around, which was hard enough, I had to back out and around the corner to go down another row just to get out. If the trucks weren't there, I still would have had to drive all the way around and up one of the rows to get back to the gate. Had any one else been there I wouldn't have been able to get out at all. The staff was helpful once you get their attention, but if you are someone who is timid or waiting for someone to stop talking or doing what they're doing to greet you, you'll be standing there for a while. You have to interrupt them. I'm all about being chill at work, but when a customer comes in the door, put your phone down, stop eating, and at least one person leave the conversation to say, "How can I help you." I can deal with the office but the storage area itself is all but unusable. It's like nobody thought that actual Uhaul trucks would be driving through there. Not to mention more than one.

Rating:

5.0

Excellent location, clean and Robin at checkout was great!

Rating:

5.0

Great team in the office, always very helpful and pleasant.

Rating:

5.0

Jeremiah went above and beyond to assist me. He saved the day!

Rating:

5.0

Fast friendly service

Rating:

2.0

Gate was usually unlocked in a not great part of town. company unit that has been used for at least 6 years. no effort was made to keep us there. needed a larger unit. have moved the unit to public storage.

Rating:

5.0

I will definitely use this facility for future storage needs. The location is convenient, the facility is well maintained and the office workers were friendly and professional. I had an excellent experience at this location!

Rating:

4.0

Met all my needs. Good service.

Rating:

5.0

Smooth usage of storage with no complaints.

Rating:

5.0

Great GM and team!

Rating:

5.0

Everyone was very knowledgeable and polite.

Rating:

4.0

A great place for storage

Rating:

5.0

Not only did I get the unit I also reserved a van. Sadly my plans fell through for the dates I choose and they were kind when I rescheduled. Staff was overall great!

Rating:

5.0

very satisfied customer

Rating:

4.0

Thank you very much for being clean.

Rating:

3.0

No help in anything regarding lock. If your key doesn't work. You are screwed. Call Locksmith was the answer I got. I would think they would be more accommodating since I just paid for storage for 6 months. Why don't they even provide the service for you?.

Rating:

5.0

Nicole was an absolute pleasure to work with. Many people that use storage do so during a life disruption, sometimes good, but many times not. This was the latter. Not my life thankfully, but trying to help a family member from afar. Nicole was very quick to respond to phone calls and emails, and went out of her way to make this process, closing out the storage unit rental, as easy as possible for us. She should definitely be recognized for her hard work and dedication to the customer experience. Bravo!

Rating:

5.0

Staff very friendly!

Rating:

5.0

They went above and beyond! Can't say enough kind things about the people here. 10/10 recommend.

Rating:

5.0

Thanks you for great employee 👍 Very friendly and welcoming 😊 smile.

Rating:

5.0

These guys were easy to work with and never inconvenienced me. Even when they had to do construction or update the facility they made sure I had a key to a new lock and knew what hours my space would be available. They do a great job and I had an excellent experience. I’ll be referring folks when they have storage needs. Thank you.

Rating:

1.0

Nicole was very rude and stoled all my belongings out of my storage

Rating:

1.0

They had made a mistake on our paperwork. When we went to empty our unit, they would not give us access to the unit. They actually threatened to have my husband arrested for trespassing! It was a nightmare!

Rating:

5.0

Claude was efficient, pleasant and helpful. I appreciate his assistance.

Rating:

5.0

The staff was amazing,accommodating, very helpful, & friendly

Rating:

5.0

Excelent

Rating:

5.0

Price was reasonable experience was good

Rating:

5.0

Very impressed with U-Haul and your business and service. Outstanding.

Rating:

5.0

Thanks again

Rating:

3.0

I hated it, because I never got a refund for what I paid initially at the other uhaul so had to pay extra due to the different service I recived from the call center operator and the clerk at the uhaul I was at first, I lost 100.00 due to supposed no refund given out, but operator said I would get one, but soon as am late I get charged extra fees, and locked out of my storage, sooo glad am not in business with Uhaul anymore and most definitely will not get it again if I ever need storage again.

Rating:

5.0

I had a pleasurable experience at this facility. Harvey was the clerk who assisted me. He was friendly and helpful. The facility was clean and well maintained. I would recommend this facility to others.

Rating:

5.0

It was a good move thank you

Rating:

1.0

I never hated a storage facility as much as that place I don't think it was the place is the people that worked at the place there was non helpful they always left the gate closed I could never get in there just get my stuff I go back and forth get stuff from there for work I've never been able to get there except for twice and go drive up in there and get my stuff for work and leave and be in time for work only twice the rest of the time I've been up there I never got in there the gate was always closed when they were open it was closed when they were closed they were closed but at 9:00 I couldn't get in there to get my stuff there was nobody to go see to get the gate open I had no way in there and this went on and on and then the guy showed me a way to get in there where I didn't need to go through the gate and then they started putting new halls in front of there where I couldn't even get back there that way when I moved out I had to walk my stuff to my car for probably a football field away I hated it

Rating:

5.0

Management staff is excellent and professional.

Rating:

5.0

We had a less than pleasant experience with a different uhaul facility, but this one was excellent! Highly recommend.

Rating:

5.0

Rep at front desk

Rating:

5.0

Amazing help and customer service 2 thumbs up

Rating:

1.0

Awful location needs shut down

Rating:

5.0

Thank you for the excellent professional courteous customer experience displayed/executed by your staff toward me.

Rating:

2.0

Good service and friendly

Rating:

5.0

J D was very accommodating of our special circumstances. The unit is easy to get to and was clean.

Rating:

1.0

I had things broken in my storage when I moved things out cause they had new doors put up an I moved all my things out on the 31st an they still took money out of my accounts an now I’m getting a run around about my money an the damage that was done

Rating:

5.0

This Uhaul was soooo far above my expectations, great caring and oh so kind. I aporeciate each and evert empkyee there. Thank so much and friends now.Awesome job forever grateful Marilyn Brown.

Rating:

5.0

Good services

Rating:

2.0

Employees are very rude and unhelpful.

Rating:

4.0

The service was nice the employees were nice the facility was clean had no problems every now and then the gate gets stuck but that's about all but overall I would say it was a good experience and I would recommend you or you all to somebody else this facility

Rating:

4.0

Thank You

Rating:

3.0

I could not call a location. I tried multiple times because my payments were being drawn from the wrong account and I wanted to straighten it out. Also, the way I see it, I haul owes me 2 service charges at my bank for IF charges because they couldn’t follow directions. A customer cannot get through to unsullied employees that could possibly help them.

Rating:

2.0

The staff at this facility are pleasant...... however, I just picked up my (2) storage units less than 2 days ago after being stored for approximately 5 months and have found roaches, live roaches in my items, since getting our stuff into our home. While packing up our stuff, at the unit, we saw 2 live roaches on the outside of our boxes but didn't worry too much, as the units are located outside. This is totally UNACCEPTABLE!!! I woke this morning and found another live roach in my laundry room. The home we moved into is new and I am highly upset. I called the store today to inform and speak with management. I am currently pending a call, as he was not working today. I'm not sure if we had someone move into a unit close by that had bugs or pest control wasn't performed regularly. DO NOT store your belongings here if you care about your items coming out as they went in. BUG FREE!!

Rating:

4.0

I wish I would have been afforded a larger space but we made it work. I wasn’t pleased with the truck rental part. We didn’t get the furniture dolley, but I still got charged for it. I didn’t get a mattress cover with my box order, but I still paid for it. I want a refund, please.

Rating:

4.0

Nice place

Rating:

5.0

I was a little upset because when I called to reserve the truck and storage, I explained what I had to put in storage and that I really needed the appliance dolly for the washer and dryer. Which I got a 10 foot truck with NO ramp! And no dolly. It was very hard to move everything. I also was very thankful that U haul place had a bigger storage! Other then all The frustration with that, everything else was great.

Rating:

5.0

Thanks for everything

Rating:

5.0

Very clean establishment and courteous staff enjoyed talking to them

Rating:

5.0

Great service and friendly staff

Rating:

3.0

When I rated the cleanliness the problem I had was all of a sudden i started getting roaches but rather then that I was fine with the uhaul.

Rating:

1.0

I had very bad experiences with this Uhaul. Hours were convenient for customers but service not so well and my storage unit had a leak for months, notified the former manager Brandon when he was still on duty about the leak but it was never fixed! Then they raised the monthly rent due and still didn’t fixed my storage issue but they managed to have more new storage units put up in the facility where it’s supposed to be well lit with the 24 hour access offered but it’s not well lit at all!!! Will never return to this location if I ever need another storage, very bad customer service !!!!from a very disappointed customer who rented this storage unit for more than 3 years !will tell my friends and family also to not to go to this one!!

Rating:

4.0

I had a great experience at your Williamson Rd location. Thank you

Rating:

5.0

Monique was very helpful and friendly.

Rating:

1.0

I will never do business with uhaul again in my life .the costumer service is rude and disrespectful .An my money was being taking with out my Authority.I would not recommend uhaul to anyone due to that reason alone.Thanks and Goodbye #NEVERAGAIN

Rating:

5.0

Most helpful only at this Hershberger location, I cannot say the same about others locations I’ve dealt with in Va so far. JD and Preston are great !!!

Rating:

5.0

Very pleasant and helpful staff. Move in was easy, also returned equipment to this location and all went well.

Rating:

1.0

Very poor customer service. Very poor communication Will not go above or beyond for customer Will make customer spend money when they don’t have to. Do not have trust in customer and favors different types of customers. Will never use this service again after I gave them over 2000 in the last few months for Trucks, Storage and more.

Rating:

5.0

Person helping me was so friendly I left telling my husband how awesome they were. It’s unlike any other uhaul location I’ve been too and I was in and out not like what I remembered when I’ve gotten a storage along time ago and it took forever , I have 4 kids and time is so valuable to me.

Rating:

5.0

The Staff was all very accommodating and made a last minute transition easy and hassle free

Rating:

5.0

The staff and management was great. I will use them again and definitely recommend them to my friends. Thank you.

Rating:

5.0

I will always use U-haul

Rating:

3.0

With the exception of one glitch when we paid our rent and it didn't get recorded, so we were temporarily locked out until they could correct their error.... Other than that they were great.

Rating:

5.0

They did great work to get me a good price. Thank you.

Rating:

4.0

J.D. and Preston was awesome they were very helpful and informative.

Rating:

5.0

Great management and staff will continue to come back. Thank you for all your help.

Rating:

5.0

None.

Rating:

2.0

The spring for the roll up door was broken and was difficult to raise and lower

Rating:

3.0

The only issue was I reserved a unit online and when I got there to pay I was informed that they could not give me the size that I reserved so I had to take a smaller unit which is an inconvenience but I will have to make it work.

Rating:

3.0

Polite employees would have been welcome

Rating:

5.0

Brandon C is THE ABSOLUTE BEST!!! I’m Deaf and he went out of his way and above and beyond to help me!!! I recommend this location and none other!!!

Rating:

5.0

I found everyone I encountered at Roanoke Airport U-Haul to be cheerful, polite and helpful.

Rating:

4.0

Would be excellent if gate worked.

Rating:

5.0

Brandon, the manager, was very organized, cheerful and helpful.

Rating:

4.0

The 5x10’ storage units are difficult to access. Although everything fit, it was challenging to get the sofa fit. For the extra $10, get the 10x10’ unit if you have larger furniture.

Rating:

2.0

Lost a lot of items because of rst infestation

Rating:

5.0

Second time I've used Uhaul for a storage building and would definitely use again. Clean units, helpful staff, easy access. Would definitely recommend.

Rating:

5.0

Best uhual experience I have had in my life. Thankful it was painless.

Rating:

5.0

Very convenient and easy access to my apartment, due to moving to a house is the only reason I no longer need storage.

Rating:

3.0

The price does not match the quality

Rating:

5.0

Friendly staff. Brandon is great!

Rating:

1.0

Mice came in my storage

Rating:

5.0

Every time I get Mr. Cummings as my representative he is very kind and polite. He is always courteous to me.

Rating:

5.0

Management and employees are always helpful, quick as can be expected while keeping accuracy.

Rating:

3.0

Average

Rating:

4.0

The only annoyance was the key fob would not work. I changed it out and the new one worked for one day, then stopped. That is very inconvenient when trying to access storage after hours.

Rating:

5.0

Brandon is the best

Rating:

5.0

Service was outstanding!

Rating:

5.0

The owner was no nonsense and very helpful.

Rating:

5.0

Love the place and staff

Rating:

5.0

Customer services and promptness was very good.

Rating:

4.0

I was only customer there and another man came in behind me. Fast, friendly service. I rented a much needed storage unit!! Questions answered and I was on my way!! Thank you so much.

Rating:

4.0

i love it

Rating:

5.0

Very helpful and knowledgable staff. The storage runnings were wonderful I rented a 10×10×10. Thank you uhaul. I like where there is a free month of storage with a uhaul rental

Rating:

5.0

I couldn't be happier!!! Staff is great, helpful, and I recommend this place to everyone. Thank you!!

Rating:

3.0

Pricing was high enough I had to move.

Rating:

5.0

Brandon at Hersberger, Roanoke, Va is Awesome. A 10

Rating:

1.0

Manager was rude and less then professional. He needs a course in customer service. You don’t rent a storage facility and make the customer wait 30 minutes before coming to unlock it. More but no roo.

Rating:

5.0

There super nice people that work there,an very Accommodating to our needs

Rating:

5.0

Convenient and friendly staff. Helpful with questions I had etc. Would use them again for sure.

Rating:

5.0

They was great and help me to the fullest of their ability

Rating:

2.0

I had a problem when the U Pak box was received by me in Cape Coral,FL one hinge was completely loose, couldn't get the door shut. I had to repair,it.When it arrived the whole side was loose.

Rating:

5.0

Courteous service and well maintained facility.

Rating:

5.0

I felt good leaving my furniture, possessions and memories in the U-Haul storage facility for the year. I would do it again.

Rating:

4.0

Everything went well, staff friendly, service good. Only consideration if Ubox is for outside storage, despite being under cover, many of my items got moldy. Everything cleaned up well.

Rating:

5.0

They were nice and kind they help me with any problems show me how to do the card key they took real good care of me

Rating:

4.0

Staff were very friendly and helpful,but I had to go the facility to get questions answered. Anytime I called they did not answer the phone. I wanted our U-Box picked up early, but no answer.

Rating:

4.0

Service was good though our storage unit was not ready for us. We had to wait while the unit was cleaned. If our needs ever require us to rent a truck again, we will come back to this location !!

Rating:

4.0

Need lights in units.

Rating:

1.0

over 2000 bucks worth of tools stolen out of here ,weather or not the video shows or not is to be seen soon but id never go back nor recommend anyone here

Rating:

5.0

Great service!

Rating:

5.0

Easy to work with

Rating:

5.0

storage unit not working-another unit (larger) was provided instead at same cost-also, provided a dolly at no charge. thank you

Rating:

3.0

N/A

Rating:

4.0

They made the wrong right. Good customer service.

Rating:

5.0

Great job as always!

Rating:

5.0

Thanks

Rating:

5.0

Awesome!

Rating:

4.0

On time and truck very efficient. Did their best to please!

Rating:

1.0

I asked them to help me unload which would have taken about a half hour. the manager said ok when his next person cam in and then went home and didnt help

Rating:

4.0

Excellent service and staff were well trained Will use your service again in the future 👍👍👍👍👍👍👍

Rating:

5.0

Great experience! Thank you!

Rating:

2.0

DELIVER WAS DELAYED BY 3 DAYS WITH LITERALLY NO EXPLANATION. The person who actually delivered it was nice, but WHAT THE HECK on delaying by 72 hours?!?

Rating:

1.0

The uhaul storage unit had fiberglass lining hanging down blowing on everything. The maintenance staff refused too fix it. I waited a hour hour. Per the management all the units have lining hanging.

Rating:

5.0

The staff at this U-Haul facility were absolutely wonderful. I had my things in this storage location for about 9 months and they were in pristine condition when I took them out this weekend.

Rating:

4.0

Moving and transition are very stressful occasions. I believe I was a "special case" as I was really confused and stressed. process.The manager and staff took good care of me!!