I rented a U-Haul after hours to assist with moving larger furniture pieces during my move. Because of severe mobility limitations caused by ongoing medical issues affecting my back and spine, I specifically included a dolly with my rental. This was not simply a convenience item for me, but an essential tool that functioned almost as a mobility aid during the moving process. Without proper equipment, lifting and repeatedly moving heavy furniture causes me significant pain and can leave me unable to walk unaided for days afterward. While I understand this issue could likely have been resolved more easily during standard operating hours, that unfortunately was not an option available to me, as I rely on the assistance and availability of others in order to complete physically demanding tasks like moving. When I checked in and reported that the dolly was missing, the only solution provided was to check inside the office if it happened to still be open. No alternative accommodation or support was offered. The added pain, stress, and physical strain caused by this situation left an extremely negative impression on me as a customer. Because the proper equipment was unavailable, I was unable to complete the amount of moving that had originally been planned and scheduled that evening. As a result, my move has now been prolonged, and I have had to wait for my mobility to recover before continuing. While U-Haul may be the industry standard and a multi-million-dollar company, this experience has seriously impacted my willingness to use or recommend these services in the future. Going forward, I will likely choose a competitor or pay more for professional movers rather than risk experiencing a similar situation again. Thank you for your time and attention to this matter.
Chloe CCustomer Reviews for U-Haul Moving & Storage at I-35 & Berry St
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.
Man, the truck was all messed up and in the gas mileage was high. I'd put over 200 the dollar in gas
Kenny RThe app was glitchy and kept resetting the photos. It took me over 10 attempts to get it to work. Otherwise, I had a great experience.
James SStaff was engaged and experienced. I was expecting the typical hourly worker attitude that we so often experience, but was pleasantly surprised. Very smooth and efficient in and out, even with many other clients needing assistance in the shop.
Chapin CYour location manager was excellent to work with
Mike OFernando was great getting us hooked up and going.
Leland SGreat location and service! Highly recommend renting from this location.
Bryan SFailed to provide entirety of reserved equipment
Blaze EEverything was great. I will be coming back again
Pamela bVery smooth check in experience plus friendly and knowledgeable staff.
Imelda J | First ImpressionsAll 3 employees that we interacted with were super helpful and the truck was clean and ready to use.
Imelda JThe staff were amazing. They answered all of my questions and made the process run as smooth as possible.
Christie MToo much per mile for an old truck that needs mechanic work done.
Mike PBad ratings because the lady I spoke with when I did reservation, she told me it was for the 10” truck and the car hauler trailer but when got there to pick up, said it was only for the truck and charged more money. When dropped truck off, additional charges were charged. I need to know why
SHAMARAIA DThe young lady that helped me was amazing.\nCustomer service and kindness goes a long way again.She was amazing
Rene ENo improvement needed at this location. The guys that helped me when I picked up the truck were courteous and professional. They made it seamless and simple. Also, when I returned the truck later in the day, I was greeted by a new employee that assisted me with my return. He too was courteous and professional. Five stars from me for this location.
Carson SThe vehicle was clean, there was some mechanical problems. The brake pedal went almost to the floor on stopping. There was too much play in the steering.
Willie DEquipment was so old and bad. Dirty. So loud inside the cab I couldn’t ever take a phone call. Location has always been great but just a seriously bad piece of equipment. Worst rental I’ve ever had from uhaul.
ROBERT SEasy access and employee made it easy for me.
Robert HEverything went great, although it took longer than expected.
Ursula SSmoking while hooking up the trailer could be avoided. Great shop.
miles bHad the exact equipment I needed. Check out was fast and easy. Veronica was helpful and informative. I’m a repeat customer. Will definitely be back.
Casey JGreat team, super nice and helpful.
Chance MBoth of the people were so friendly and helpful. Would certainly recommend them
kandi tI want you all to know what an amazing employee that you all have on your hands. Timothy was extremely helpful and I will come back to do business with him. Give him a raise.
ANDRE TExcellent customer service at PU & Drop off. Please help this location out with a better paved lot, but I will definitely recommend this location.
Kenny FHighly professional, knowledgeable, efficient, available. Thank you for a first-class experience!
Paul RI waited outside for a U-Haul rep to come out as the sign instructed but no one came. So I went inside after about 8 minutes to find someone. In fairness, the person who would have come just couldn't because he was being polite to a customer who just.kept talking and talking about his military service and would not stop.
Stacey BEnjoyed the first time experience
Marletta WWe just drove from Dallas to Denver and were able to drop off our truck before closing at 7pm o n the same day. Katie was so helpful. She was amazing and was the best part of our moving experience.
Stephen SEverything was great
Rita LNo one at location. Did the self drop off.
ROB FIt was the same person that helped me both days and she was super nice, knowledgeable and provided great service.
Joe NGreat location good people
Robert HBrandy was very polite and helpful
AUGUSTINE BBetter upkeep
TONY CWhen someone orders a product you should ensure availability. Not having simple moving blankets seemed poor. I had to spend 3x on half the blankets to buy them.
PHILIP GEverything Was Great Customer Service
DERICK TGive the correct trailer rental that matches the equipment contract.
ERIC LThe manager and the staff have been really helpful with truck rentals. Bought a disc lock for truck and it didn’t fit. The associate made it right for me. Appreciate that..
William RThe team at the location was super nice and very professional.
GIAMARCEL RThe only two complaints that I had were these. I ordered twenty four blankets; they had none. It turned out that it was fine, but I still ordered something that wasn’t delivered. The truck was in rough shape. The brakes were horrid. It is time that old girl gets retired.
JEREMY POnly issue is the after hours pick-up other than that service was great
Catrina HThis was my first time renting a van and I had a great experience. It was really easy and staff was really nice and helpful
NINA MEveryone was friendly, explained the process, showed me how to navigate the lock and check in/check out process, told me their safety precautions and were flexible on changes
DESIREE R | First ImpressionsPrices too expensive
BYRON ORented one van, one 20 foot truck over two days. Both were great vehicles and the staff was very helpful.
MICHAEL SThe unit was in rough condition and VERY filthy!
MICHAEL SNothing perfect service
RICARDO COutstanding customer service
ANTHONY BPatrick was the first person I met, person to person, he set the tone for success. Then returned with Jennifer and there was another man busy working. Sorry I forgot his name. Jennifer was also super. Well those guys work together. VERY IMPRESSIVE. You bet I will personally recommend U Haul. I am truly grateful. God bless you. Give them all a bonus. Nancy 😊 🐕🦺
NANCY REverything was perfect. Veronica provided OUTSTANDING customer service. She was extremely kind and went above and beyond to assist my mother and I during a stressful move. She was also very personable and made the process more pleasant. The gentleman who hitched the trailer to my truck was also very helpful and answered all of our questions. So so so grateful thank you both!!! Blessings to you. 10/10 HIGHLY recommend.
tammy fAttendants promptly came out to meet me, unhooked the trailer, sent me a receipt and efficiently got me on my way. Very friendly service!
Peter LHead light was out and the engine light was on as well.
RODERIQUE LDon't offer me a dolly without letting me know you're going to charge me for it
CARLOS CPatrick was over the top helpful with my rental. He opened earlier than the normal business hours to assist me and was able to make a change to my original order with equipment on hand and was able to locate a car hauler trailer at another location for our move. Please let Patrick know how much he did for us and what that brings to the U-Haul name.
EUGENE VLa verdad no tenía como como hacer mi mudanza y ustedes me ayudaron demasiado. Muchas gracias 😘
Kelvis R | First ImpressionsOnly problem i had was online and they made an empty reservation Thank goodness Eli/mgr helped Brandi was always helpful too
ann c | Overall ExperienceNot great such a hassle to bring my stuff in roaches like no
angel s | First ImpressionsRat urine and poop in the unit. Not good.
CHRISTOPHER W | Overall ExperienceGreat people and reasonable rates
JUSTIN M | First ImpressionsService coming in and leaving was very good and friendly!
David C | Overall ExperienceThe staff was nice, but the facility was poor. It improved once there was a change in management, but half of my belongings were ruined and had to be thrown away. There was leakage from the roof and it leaked a black oil like substance and my furniture, clothing and an expensive painting. The substance was leaking all down the door of the storage space as well. The crickets were excessive! They were dead and all over my belongings as well each time I did a routine check or to retrieve something. I’ve used UHaul storage a lot but this one was by far the worse! Once again the staff was nice, but the facility not so much.
DEMETRA L | Overall ExperienceThe customer service is trash the people that work there are lazy they're mean unhelpful they're always upset about something and they take it out of the customers really do need a new general manager Eli is a terrible mean and loud spoken person
manuel m | Overall ExperienceA+ I recommend anyone looking for storage or hauling U-Haul is your place and Eli and his crew were excellent
henery b | Overall ExperienceThe staff were very funny and kinda of helped as much as they could. My storage unit was not well at all it so happened that 2week while my belongings were in there it happened tostormed like crazy . All of my boxes and clothing got soaked. The manger helped me with a tarp so I could cover my flat screen. And also offered me a bigger unit to move my stuff. But I couldn’t move it all myself unfortunately. But they definitely need to run some sealer on those units. Other than that, loved the staff they were very nice.
AMBER R | Overall ExperienceIt took them days to get back to me about moving out I had to call and call and call. Also water got into my unit and nothing was said about it.
Neida S | Overall ExperienceHalf of my boxes were damaged due to water getting in the storage unit causing multiple items to mold and have to be thrown out. Ridiculous over-charged prices ripping off veterans is a real scum way to conduct business.
Thomas H | Overall ExperienceEli and his partner were the best, thank you for making us feel like home in a new city! 😊
Mariah O | First ImpressionsOther than not being able to access my storage 24 hours everything was great the guys behind the counter were awesome very helpful storage unit was bigger than I thought great experience would definitely recommend and use again
isaac t | First ImpressionsSaffro's pretty good day, I'm very friendly. Are you combinating and new exactly what need to happen to get? Whatever I needed done, and it was fine. Had a good time, and it was a very nice and dynamic place.
james r | First ImpressionsApon arrival storage unit I was renting was not clean and still had items in it plus a horrible odor. Attendant use a leaf blower to blow out unit and that was it! I still had to go in and finish cleaning old boxes out of the unit. And this was after booking over a week in advance.
john r | First ImpressionsUnit was flooded and had a terrible customer service experience. Insurance company was fine but the flooding was very preventable if I could’ve been told that there was a leak (staff was very aware there was leaking) and I lost over $2000 worth of items due to the flooding. Was told I would have to move my stuff out. Nobody offered to help me get a different unit or waive rent so I was charged for 2 months of rent while my unit was gathering mold with no instructions. Terrible.
CHANDLER H | Overall ExperienceStaff is great. Super friendly and helpful. The outside storage lot does need cleaning. Junk everywhere. But the indoor facilities and store were very clean and presentable. I wish access was possible after the business day but that seems common at a lot of facilities.
Jeremiah R | First ImpressionsLa empleada que me atendió súper amable todo me resultó súper sencillo la verdad lo recomiendo el lugar
gustavo f | First ImpressionsI have had a storage unit at this facility for over 9 years I have tried to get my door fix for over 1 year the Mrg has been laying to me for 1 year was very rude and he even told cropetale office he had informed me of what I need to do which he didn’t do I made a appointment to get my door fix and the person that was supposed to be there never show up so after I had waited for 3 hours I decided it was time I move to a storage company that value me and my business and I will NEVER recommend this company for storage in the future and one last thing and the 9 years I was Never late on my rental payment
Janelle A | Overall ExperienceFrom La Marque to Fort Worth locations both gave excellent service. Highly recommend.
Carmen G | First ImpressionsAwesome staff and the management was great! He went beyond to help me ! I do appreciate everything. 🤓🙂
SANDRA G | Overall ExperienceThe movers were great too
THOMAS H | First ImpressionsMichael is a very sweet a man, who went above and beyond to help me and my wife anyway he could oh yeah. God bless you Michael, thank you for all your help!!!
John M | First ImpressionsEverything was great every time I went it was clean and all the employees were very friendly and helpful.
ADRIANA C | Overall ExperienceMike and team were very helpful and always professional.
David F | Overall ExperienceYou left your staff understaffed and it was very difficult for him to provide great customer service
RODNEY D | First ImpressionsVery helpful, always friendly, great place to do business
Deric H | Overall ExperienceBad customer service
Eroro o | Overall ExperienceGreat service
Eroro o | First ImpressionsThe employees were really helpful in showing us different storage sizes prior to getting ours. They were very friendly and welcoming. And they also get a plus one for helping me find my cat! She was hidden under one of the trailers and she helped me find her and got her out for me. That’s a good on in my book!
ADRIANA C | First ImpressionsIt’s easier to access it’s reasonable.
corazon z | Overall ExperienceBest ever
LATONIA M | First ImpressionsKeep up the good work. Happy holidays! 😁
james a | Overall ExperienceThe staff at this U-Haul location were extremely helpful and professional each time I visited the store. I would easily recommend them to anyone for storage or rentals.
Richard A | Overall ExperienceMike was a great help and provided exceptional customer service
David F | First ImpressionsGreat service especially Michael the owner. Efficient and fast paced.
Michael L | First ImpressionsGreat customer service!! Thank you for your assistance.
Marlen P | First ImpressionsVery helpful and respectful
John C | Overall ExperienceOwner went out of his way to accommodate our after hours pickup. Highly recommended.
Calvin C | Overall ExperienceWe were only 10 minutes late with the rental and they charged us $20 freaking dollars we drove from Florida you would of thought they would of been kind and understand only 10 mins late she was owner
benira d | First ImpressionsWe would've given 5 stars as we like the staff there so much. However, our unit leaked water onto our belongings. Most of our items up against the side walls were damp/moldy. Unit 1012
Patrick R | Overall Experience