Customer Reviews for U-Haul Moving & Storage at L B J Frwy - Garland

Rating:

5.0

Thank you for being clean and friendly ☺️

Rating:

5.0

Initially I had to pick up the equipment at Forest store, but there was nobody, luckily the customer service team moved me from location, pitiful lover I lost an hour in all the change, bad experience with the Forest.

Rating:

4.0

Had to clean my own trailer.

Rating:

5.0

No hassle experience renting a trailer for a day, would recommend for sure.

Rating:

3.0

The staff were friendly and very helpful, but overwhelmed. The computer system was slow and I had to wait in line almost an hour and 15 minutes to pick up a trailer.

Rating:

5.0

Have more people like the manager on duty

Rating:

5.0

EXTRAORDINARY CUSTOMER SERVICE WITH EXCELLENT LEADERSHIP!!!!! WE LOVE THIS U-HAUL!!!!!! The GM, Joseph Denis, absolutely came through for us when we needed help!!!! He was responsive, polite, professional, and handled the problem so that we could get on with our day. We walked in, told the person at the counter what we needed, and it was like a magic wand was waved and we got our paperwork and left!!!! The GM handled it all before we even arrived!!!! THANK YOU SO MUCH!!!! A BILLION STARS!!!!!!

Rating:

5.0

We pulled up. Someone was there to greet us and direct us to where to drop off the trailer. He disconnected and did everything. We did not have to do a thing nor did we have to get out of the truck.

Rating:

5.0

Everyone was knowledgeable and helpful.

Rating:

5.0

I am very pleased with the service from U-Haul. The first container delivered was damaged but it was replaced by a metal container. Everything turned out great. Thank you.

Rating:

1.0

I was the only customer and it still took me an hour to pick up a truck. I hat an 8 am appt. Nobody was in a hurry. I kept having to go back in to the storefront to say “there’s no one out here” as he repeatedly sent me to row c. “Someone will meet you there with the blankets. If something is parked in front of you, tell him. He’ll move it” There’s no one. I go back in. She talks on the walkie, truck needs to be moved in row c. I go back out. No one. I wait. I go back in. She calls again. I go back out. Insane. I go back in a third time. A guy is there. She’s talking about me. My truck is actually in row D. He walks out with me and tells me to back it out. There are trucks everywhere. They give me way more than the three dozen blankets I reserved. The truck is a piece of junk. 145,000 miles on it. The transmission was jerky and scary. It clanked when you pushed the gas. It made hissing sounds when you slowed. It needs to be retired. It’s been years since I used U-Haul. Quality has gone downhill. I’ll go elsewhere.

Rating:

5.0

CONTINUE GREAT SERVICE!!!!

Rating:

3.0

Staff in Georgia was very helpful. Staff in Dallas was not (apart from one specific person). Our belongings upon arrival were covered with a filthy layer of dust or some particulate, dirtying our upholstered chairs. Thankfully we wrapped the mattress in plastic.

Rating:

3.0

I waited in line a long time to get to speak to a customer service person.

Rating:

3.0

Furniture dolly wheels were split - unable to use them at all.

Rating:

5.0

Areas not marked outside where to find car dolly's. There are all type of dolly's outside in parking lot and person at desk talking fast with instruction waving hands pointing is not very helpful. Drove around lot looking for small nu.bers on a dolly is ridiculous.

Rating:

3.0

Saturday mornings more staff is needed. They were wonderful, but understaffed. We’re very kind about the wait, but I’m sure they’d have love more hands.

Rating:

1.0

Understaffed, overworked, under-resourced, this location is a customer service nightmare. Arrived on-time for appointment and waited in line for more than an hour. Inadequate personnel manning the desk. Computer systems kept freezing. Air conditioner was broken or locked; inside temperature displayed 80 degrees. Waited 10 minutes for an outside lot attendant. He couldn't find the trailer I was assigned. So, another trailer had to be substituted and that meant another trip into the hot-box office to deal with slow computers. Nearly 90 minutes total time to pick up a trailer reserved online. Only the drop-off experience was a good one at this location.

Rating:

5.0

Could not get what I wanted through the app, but the manager made everything right, quickly and easily.

Rating:

1.0

I uploaded my driver's license to the app, along with the requested photo. When I arrived, they made me re-do the drivers license again even though I had already done it in the app, said there was a glare on the photo. I looked at their photo, and they agreed it was crystal clear, no glare. Then another rep said they needed my license anyway, even though they were staring right at it on their screen. Why allow the license to be uploaded in the app if they're just going to ask for it in the store? Just ends up being extra work for the customer. I provided them with a paper temp license (legal in TX), and they then said that their system "can't do that" because there is no scannable barcode on the temp license. THE SCANNABLE BARCODE WAS IN THE PHOTO ON HER SCREEN. Not good enough, had to go back to the house to get my wife's license and change everything around. Finally got out of there over an hour later than we planned. Uhaul's app, computer system, and reps are all pretty dumb, we won't ever be back.

Rating:

1.0

My reservation was confirmed for a 4/28 dropoff at my house, it was changed by uhaul to 5/1 and despite my attempts to call and email the responsible parties at this location, no one called me back, no one emailed me back, and no one apologized for any of this huge setback in my plans for packing and getting ready to move across the country. I was given a $50 refund with no explanation or conversation. It’s interesting that if my stuff didn’t arrive at my final location during the guaranteed timeframe, I’d be refunded $50/day that it’s late, but in this case, someone deemed it fair that $50 for a 3-day delay was sufficient. I’ll absolutely never use uhaul again, and wouldn’t recommend this service to anyone, because the arrival of my boxes at my final destination was also a disaster, and once again was entirely uhaul’s fault. (No remedy was provided for that either).

Rating:

5.0

it was all great they all worked well together to get me on my way and drop off super easy 5 stars

Rating:

1.0

- Representative added coverage without my permission & as I was in hurry to leave I didn’t pay attention to total amount. - UHaul drivers was driving U-Haul truck was speeding dangerously & almost hit my truck

Rating:

1.0

Service lady I spoke with , has a very witty mouth. My company has an account with you. A-1 Freeman moving and storage .

Rating:

5.0

Great customer service here! The GM seems like an intelligent and great guy and you can’t ask for more than that. Excellent!!

Rating:

4.0

The trailer was clean of debris however it had a very strong smell of gasoline inside. There was no evidence of a spill. I did a visual inspection and pictures when I picked it up but did not step inside, that’s on me. When I did find out it was too late. Moving all contents of a college student’s apartment back home, the smell did affect some of the items. IMHO- training on receipt of equipment should include a “smell test” Regards

Rating:

3.0

Jacklyn helped me with the check out for the truck. I didn’t get the truck size that I reserved 5 days in advance. I reserved a 26 ft & told they had over booked trucks and I had to drop to a 20 ft which caused us to make two trips back-and-forth getting my things out of storage. However, I was given a discount on the truck, extra miles, and an extra day to make up for not having the truck Size that I reserved. in the end, it all worked out even though we had to make two trips instead of the one-way trip that we planned. Thank goodness it was a local move.

Rating:

5.0

Absolutely incredible customer service!! The crew at this location is at least three standard deviations above the norm. Everyone exudes a genuinely helpful attitude. Cannot thank them enough for making the moving process easy!!

Rating:

3.0

did not visit the location in Texas. truck was towed from my destination

Rating:

3.0

STOP asking for photos. I didn't do business with you to get a mugshot taken. I'm buying my own trailer and won't be back.

Rating:

5.0

One of only a few places that still have 24hr access. Friendly workers that take care of any problems you may have quickly.

Rating:

5.0

The camera thing didn't work on my camera but a delightful lady helped me through it. Checkin was great as well

Rating:

5.0

No

Rating:

2.0

The Garland store was excellent but you failed to ask about the West Wichita location is what I scored Twice, once on delivery and once on pick up I called more than once to make sure I would be called before arrival because I had to unlock the gate Both times I was ignored and then indignant that I wasn't there To make matters worse 5 minutes after I hung up leaving my phone number I received a text message confirming I had rented a tow dolly which was not the case so had to straighten that out The final straw was when I scheduled April 7th pick up and the night of the 10th I got an email saying my card was being charged $131 for the next month To date I have not received the refund I will say having the pods was good but service in West Wichita was not Also, pods are quit small so plan accordingly

Rating:

4.0

Make sure that the latches for the doors function properly.

Rating:

3.0

Once acknowledged that I was there. The staff member came behind my truck to unhook me and simply just said you’re good. Have a good day. I asked if there was any paperwork that I need to sign and he said nope - you’re good. I thought that quite odd returning a very expensive piece of equipment and nothing to show that I’ve returned it. That was Saturday at 4 PM and the business didn’t close till 7 PM. On Tuesday I started getting calls from U-Haul corporation asking when I was going to return the trailer, that’s when I knew the staff did not do their job and signing my trailer in. That’s when I started stressing that they may come after me due to their negligence that I might be responsible for this trailer. After the manager viewed the video footage of my arrival time seeing that I returned it, he closed my case, but the bottom line is the trailer appears to have been stolen after I left. I feel as though the trailer should’ve been checked in to the system showing that I returned it alleviating any stress thatI’ve incurred. Terrible experience.

Rating:

4.0

Make sure all rented equipment is on the truck

Rating:

1.0

There was no customer service at all. There were 3 people huddled together at the counter and who would acknowledge me and I had to disrupt them to for assistsnce. As the I get help there are workers in the back laughing and cussing, completely awful experience. I will give credit to the guy who brought me the car and the other who checked me in, thevwere both decent and attentive. The vehicle itself was unsafe, steering, braking, no acceleration, unbelievable. You should be ashamed even asking for a review. The way your staff behaves and the condition of the vehicle, you can tell this was not a coincidence, that is the daily operation. Awful and disrespectful service and no problem putting me in a dangerous vehicle, no wonder your contracts are one-sided. I'm sure your executive leadership knows and does not care either, I saw the 2 star Google review and figure most people complain and decided to give you the benefit of doubt but it was actually worse than I expected. How you can improve for the next customer.... ha, your leadership team should know this. You'll probably need change in leadership, let go of some people to establish a change, retrain and enforce policy. Sell off your existing fleet of dangerous inoperable vans that aren't worth overhauling to avoid endangering peoples lives. Have a great day, be good and think about how you treat people. They will remember.

Rating:

2.0

my Moving helpers experienced a one and a half hour delay in loading my first box despite reservation being made by both myself and mover.

Rating:

5.0

Always meet my needs with fast courteous and friendly associates. Great company. Thanks Susan emerson

Rating:

5.0

No comment

Rating:

5.0

You all are doing a good job. I would use you again and recommend you.👍❤️

Rating:

5.0

Thank you!!

Rating:

1.0

Inside the 20" truck was muddy when received, it took 20 minutes to clean the mud off of the ramp so it could even be used, the driver side mirror was not stay set so could not see out of it while driving so it was a MAJOR SAFETY ISSUE!!

Rating:

5.0

Knew their stuff!

Rating:

3.0

The policies in place that require invasive data collection is terrible. There is no reason I should have to upload a picture of myself and a picture of my ID when there is a human standing in front of me who can look at it and verify my information. I don’t know how that data is being stored or used or what third party it may be sold to and it’s absolutely ridiculous. Also, requiring that you provide an “emergency contact” does not benefit the customer. It should be optional information that you provide, not a required field that your employees can’t or won’t bypass. I don’t need to provide you with someone else’s name and phone number for that data to also be used or sold off. If this is going to be the company’s policy going forward than I will use someone else, even if it’s more expensive or time consuming.

Rating:

3.0

Get Rid of all the App features if your in store...I did not like going into the store then having to add an app to complete rental while standing at counter. I also did not like the precheck of equipment before leaving lot...Just take a few pics with app again then be on your way. Not being able to directly call the branch was annoying aswell. Trailer rented pulled fine, drop off when done was a headache again with the line of returning trucks and waiting to have trailer disconnected.

Rating:

5.0

We first rented the wrong trailer (Harry Hines location) to haul our side by side but it wouldn’t fit in the 6’ x 12’ because of the small gate opening. The 6’ x 12’ trailer we ended up getting from you guys worked perfectly. Maybe let people know that one 6 x 12 trailer has a small gate opening. Thank you

Rating:

3.0

Move the trailers back to the big lot. The front was congested and we had to wait 30 minutes for trucks to clear

Rating:

5.0

Denis was very friendly and helpful

Rating:

5.0

Excelente

Rating:

4.0

No problem thanks 🤪

Rating:

5.0

This was my 2nd time moving with U-Haul. The pricing is definitely fair and lower than their competitors. The communication was very good.

Rating:

4.0

My only problem with this my picking up the trail is that there were 3 ppl behind counter only one person was checking out customers

Rating:

5.0

HAVING TO TAKE A PHOTO AND PICKS OF MY DL EVERY TIME I RENT IS RIDICULOUS. YOU SHOULD HAVE SOME SORT OF LOYALTY PROGRAM SET UP. IVE BEEN RENTING SINCE 1988!

Rating:

5.0

Darle mantenimiento al camión

Rating:

3.0

The straps kept coming off the tires from the trailer it messed up over my new tires in the back I had to replace the tires and overall it was a bad experience and I have to take my car to Toyota dealership to find out why it's all the lights on someone didn't do their job they should have inform me that my car needed a trailer with four wheels and all my wheels need to be off the ground and I would have paid more 😡

Rating:

5.0

Excellent service

Rating:

1.0

Get people yo work there that actually care about the customer

Rating:

5.0

This location could use a couple of extra hands kinda short staffed at both ends sales and returns

Rating:

5.0

The lady that helped me thru my process, Jaklyn Watkins was absolutely the best! My reasons for needing the storage were overwhelming to say the least. But her positive uplifting personality and going above and beyond to help the process go as smoothly as possible, made whole experience much easier! Thank you Jaklyn and thank you Uhaul!!!!

Rating:

1.0

I have had two units at this location for many years. In July 2024, deferred maintenance on pipes caused a leak that led staff to enter my unit and throw all of my belongings away without my permission or compensation. This flood was 100% U-Haul’s fault. I just went to my second unit today to empty it out and the gate access was broken. I had to go into the office (staff turnover is constant) to get instructions for how to access my unit. Once inside the storage portion of the facility, the vehicle driveway through the building was piled with POD type storage boxes and forklift equipment. It was so crammed in there, that I had I hired a moving truck, it would not have been able to access my unit. As it was, I had to back my Tahoe out all the way. The normal spaces to turn around were full of containers. This place has gone steadily downhill in the six or so years that I have used them. I will never rent storage there again.

Rating:

1.0

Really bad and arrogant manager.

Rating:

4.0

A team member came in after hours to help get the door to align so the lock can be placed then locked. Crazy!

Rating:

5.0

Jacklyn was very helpful and has great customer service!

Rating:

2.0

The holes in which the lock is placed to lock the storage room did not match together. Had to call in someone after hours to help secure my belongings. A screw driver was used to realign the holes making the lock able to be inserted and locked. The place was VERY dusty and spiders were everywhere, not the self storage experience I am used to experiencing.

Rating:

5.0

Keep up the great work

Rating:

1.0

I have been trying to reach the store and NO ONE will respond or answers the phone. I was charged and had moved out. And no one will confirm my refund.

Rating:

5.0

I love the storage

Rating:

5.0

The staff was helpful, and nice. Another guy came in with no patience but the mngr on duty was able to get him calmed Down and he was able to get his uhaul. #1 customer service satisfactory.

Rating:

5.0

Misty was AMAZING! She made a stressful day, a BETTER day for me! Service with a smile the entire time. Need more like her. The entire staff was great. Misty just went above and beyond. Thank!

Rating:

1.0

Unprofessional service provided I was able and still not able to move into the storage unit

Rating:

1.0

Only one way in and out, no doors to get out. How is this up to fire code

Rating:

2.0

Some of your questions are not yes and no appropriate. Most of the time you could not get in to get to your storage unit because there were moving containers in the place where you would park. That was all the time. My experience was horrendous because of the flood I lost a lot. Whoever went through my unit chose not to write down what all they took, so I felt like it was stolen out from under me. When I gave my notice that I was moving all my stuff out was when the staff was pleasant. One of the cleaning people was extremely helpful throughout the whole ordeal.

Rating:

1.0

This was an absolute nightmare of a rental. First I was given a truck that was fully backed in and it took 30 min for someone to give us new keys to a different truck. Then when I moved out of my storage unit no one completed my check out (via the UHaul App) for 2 weeks. I also couldn’t get anyone on the phone or to respond to my emails. I was consistently redirected to the customer service line and they did as much as they could but the LBJ location was unresponsive to their requests to call me. After I made several phone calls and customer service opened a ticket request I was finally responded to and they completed my check out. 100% will NOT rent here or with UHaul ever again. Not worth the trouble!

Rating:

5.0

I really appreciate the staff and Ms.Anna was very helpful and the staff did the best they could at all times during my reservation.

Rating:

1.0

Didn't receive a call that my storage unit had water in it

Rating:

1.0

Employee never answer the phone. I’ve call but the store location and customer and didn’t get any of my issues resolved. Employee took three of my Dollie’s and still no manager has called me back yet about replacing my follies. Manager was told to call me over seven to ten times and no one had called me back yet. I still haven’t received my refund back for closing out my storage unit!!!

Rating:

1.0

My storage unit was water Damaged and my claim as of today still hasn't been completed I had very valuable items in my storage that had a lot of sentimental value

Rating:

1.0

You cheated me out of my money and my items

Rating:

1.0

This was the worst u haul experience I ever had the staff was rude and ugly twords people who came in I will not recommend this u haul to nobody

Rating:

5.0

Great customer service

Rating:

3.0

I’ve rented here for years I had 2 units for yrs now this place is full of homeless people living in units full of boxes very poor place not safe anymore

Rating:

3.0

I hope the new one built next door to the old. One is much secure, I know. Personally that there are people that live. In that. old storage and problems have arrived. But it's okay, it's 50% my fault. Onto the staff and the service that I've gotten there. It was very easy to get my first storage. But when they tell me to move from the old storage to the new storage built one. They couldn't find me the size by the computer. I had to talk 5 different people Took 3 hours to find it. While I'm going back-and-forth between the storage and the office. And then for the last 2 months they haven't closed out my old storage. Keep on emailing me saying I owe late fees. Why would youtelk me to move out of this one Into the new built one and not close out my old account from door 224 in old building. Turn 4224 in the new building. It would just make sense to close out the old account

Rating:

4.0

I really enjoyed the “ drive thru” access. That is what I enjoyed the most about this facility. Although, the new building next door doesn’t have it.

Rating:

3.0

Storage was ok. U-Haul truck rental was awful. Contact requested.

Rating:

1.0

First off I could not get in my unit I got for my mom cause they changed the lock and the key was mysteriously missing!!!! Then when I did finally get in the unit my mom’s iMac was missing along with other things !!!! The manager claimed it was due to water damage but I specifically stated that I wanted EVERYTHING put back in unit so we could see the things ourselves but for some reasons this particular item was not there! But they managed to put other damage stuff back in the storage!! Just funny how this “iMac “ has water damage but no one can show me pictures or proof to this damage!!!!! She then told me to call the insurance carrier cause they have a list of all damages and when I called the insurance company has no idea what I was talking about!!!! I reported the iMac stolen and called the police since the item was at the price that it is I also stated I wanted to press charges!!!!! I am currently looking into how I can go about sueing because I can’t do an insurance claim without the damage “ pictures” !!!!! The way the general manager acted as if she knew that they took my mom iMac !!! Freaking thieves!!!!! THEY STEAL AT THIS LOCATION ESPECIALLY YOUR ITEMS THAT ARE HARD TO REPLACE!!!!!

Rating:

5.0

The young lady who helped us was amazing. She showed us different storage units and broke down the prices for us, she walked us through the insurance and move in and move out process. She was very helpful and actually the reason we went ahead and rented a storage unit from uhaul instead of one next to our home

Rating:

1.0

Bad customer service

Rating:

2.0

Below average: I went to rent a storage unit Monday, Tuesday I hired movers to put my furniture inside the unit, however when the movers arrived at the storage unit there was a lock that needed to be removed due to it bring after hours we were forced to leave the furniture overnight. We looked for someone on site to assist no one found of course because they were closed. Not only did my unit have a lock on it my access key card doesn’t WORK. I called the following Morning Wednesday to advise the manager I need help with getting the lock off and possibly putting my stuff in storage due to the inconvenience I was caused. My transition should have been smooth but unfortunately it wasn’t so that left me out side at night and early in the morning with my newborn baby. After speaking to the manager she basically told I was out luck n should have looked for some one site or called her number on the keypad. As I informed her it was late, I had my newborn baby with me and trying to figure the best way to secure my furniture. I didn’t notice a number n if I had I wouldn’t trust that number would be valid since everything else was wrong. Wednesday morning I go to the site to fix the key card, after getting another card, I found out shortly that the new card didn’t work either. I stood at the storage unit for more than hour waiting on some one to come to remove the lock. The person that was supposed to come to remove the came 3 times and not once address me so I had no idea she even worked here until one of the movers told me So over all my experience was TRASHHHH

Rating:

1.0

I cancelled my account due to moving out of town. Left town 12/31/22. Uhaul continued to take money out of my account until February. I cancelled the account and auto pay then. Uhaul continued to charge monthly fees and just sold the unit a week ago. I have a balance over 1k that should not be there. The whole entire experience was horrible. The Garland Uhaul center is very unorganized. When you call to talk to someone at the store they put you on hold and hang up on you. I had to call corporate to voice my concerns and even they could not get ahold of anyone there. I wouldn’t recommend my worse enemy to UHAUL. If this is how you all conduct business you should close down for sure. Poor customer service, poor organization, rude staff. Small spaces. Hard to get on and out of facility. And to top it all off nobody cares at all. As long as they are stealing money for the company it’s all good right.

Rating:

5.0

I've rented various units, trailers, and vehicles at this location off and on for almost 10 years. The staff have always been helpful, professional, and just pleasant to be around. Y'all are doing a great job.

Rating:

1.0

They are very unorganized movied my stuff out of my ubox n put it in another ubox never noted it on computer or called me about it.

Rating:

5.0

This U-Haul goes above and beyond to provide excellent customer service and cares about the clients.

Rating:

3.0

The associate seem to be confused not able to multitask outside of connection with her co-workers I was given a unit that was not even able to move in on the construction or something that's going on I was not giving up first month free neither did she bring it up I'll return it with my truck full of furniture I was delayed almost complete hour and a half to get my truck unloaded and things into my storage I'll call to me more money to pay to the movers I was put in a unit the young man can't think of his name right now he gave me the discount for the month one month free I have not received my refund I will go into the unit and check with customers manager I still accuse U-Haul over anybody else

Rating:

3.0

One evening my daughter and I went to the storage before 10pm. As we were leaving it was a gentleman that had been there a little longer then us, Well he was trying to exit the storage with his code, as he put the code in , no response the gate didn't open. I tried my code it didn't open. So we were stuck in the storage area for nearly an hr trying to get out. We called customer service they weren't really any help. The lady on the line, tried to call security no avail. So I came up with an idea of climbing over the gate with a ladder I had found, before the big door closed down. So eventually the gentleman climbed a ladder to get over the gate to access the entrance gate from the outside. It was a horrible experience given I have anxiety and panic attacks really bad.

Rating:

5.0

Anna and Crystal provide noteworthy customer service.

Rating:

5.0

Anna is wonderful!! I have been a client for over 20 years, The new facility is very nice and we moved from the former unit (1092) to the new unit (4251) on September 9, 2023.

Rating:

1.0

I got an inside unit so my things would be more protected. Something happened, have yet to know what that was, and my storage was flooded. They didn't take pictures and took it upon themselves to throw all my stuff away with no documentation as to what they threw away. They texted! Not even a phone call to come view it. NO ONE told us they had a time limit of three days to do that. They tried to sell me that story when I arrived. I had been out of town. You can NEVER GET a human on the phone at that location. Horrid manager. I will never rent here again and will let everyone know what happened to me.

Rating:

5.0

Great service our move was successful

Rating:

1.0

The following is my google review that I posted on August 3rd, 2023. On July 2nd, 2023, I received a text message of possible water damage to my storage unit. So, on July 3rd, I went to the U-Haul storage facility and an insurance adjuster was with me as we inspected my unit. The damaged items were thrown out and everything else was placed back in my unit. I was told by the insurance adjuster that the items that did not sustain damage would be moved to a different storage unit. On the bottom left corner of the storage unit inspection form, the adjuster wrote “pending Ubox”. On July 17th, I went back to the U-Haul storage facility because I had NOT received any updates. I spoke with Adam as well as Anna Zetina, the General Manager, about my unit. Anna scheduled my unit to be moved at the end of the month. That way it would be moved straight into the new facility. On July 27th, I received a call from Felicia telling me that the structure where my unit was located had collapsed and that if our items had not been moved, then they would be considered a total loss. However, Felicia said that my unit was moved but it didn’t have a Ubox number or location assigned to it. Felicia also said they had to go through more Uboxes in order to figure out who they belonged to. The next day, July 28th, I stopped by the U-Haul storage facility because there were documents I needed to retrieve. I was informed by Adam that the structure had collapsed about 3 days after the flood. There is no excuse for Anna Zetina nor her staff to have waited almost 3 weeks to inform me of what had happened to my personal property. Also, why did Anna Zetina, the General Manager, schedule me towards the end of the month to move my unit, knowing my unit was no longer there? If Anna is the manager overseeing the whole operation, how is it possible that she was unaware that the structure had collapsed. Why the lack of communication and the lack of transparency during this entire ordeal? On July 31st, I was told by Anna Zetina that none of the Uboxes belonged to me. I entrusted my personal property to your care but instead the U-haul storage manager and staff got rid of my personal possessions without my consent and without communicating any of this to me until weeks later. If the lack of honesty and communication from Anna Zetina was not enough, what is more appalling is her unapologetic and indifferent behavior regarding the disposal of my personal property. Instead of making amends for what they had done or offering a solution to make this right, she just tells me to call the insurance. There was zero initiative from her part to fix any of this. As of August 3rd, 2023 , I have yet to receive compensation for the damaged items from the flood. As of August 3rd, 2023, I have not received compensation from U-haul for the personal property that they disposed of, which had not sustained any water damage and was awaiting transfer to a new unit. As of August 3rd , 2023, I have not received a full refund for the storage rent that was paid for the following billing period 7/28/2023 through 8/27/2023 as well as a partial refund for the preceding billing period, since my personal property was disposed of at the beginning of July. UPDATE: -I received payment for the damaged items from the flood. -As of August 30th,2023, I have not received compensation from U-haul for the personal property that they disposed of, which had not sustained any water damage and was awaiting transfer to a new unit. -As of August 30th, 2023, I have not received a full refund for the storage rent that was paid for the following billing period 7/28/2023 through 8/27/2023 as well as a partial refund for the preceding billing period, since my personal property was disposed of at the beginning of July. -I have filed a complaint with the Better Business Bureau.

Rating:

1.0

This is the most horrible experience I’ve ever had with UHaul. I will never ever recommend UHaul and especially the one off of LBJ and Garland. It is terrible the manager and the workers they never answer the phone. . I have moved out on July 28, 2023 and you guys are still talking about I owe y’all $215.90 when I absolutely owe y’all nothing!!! If anything, UHaul owes me for the stolen merchandise out of my storage that I have yet been accommodated for nobody’s getting back with me, I’ve even talk to customer service and submitted a insurance claim but no return call no accommodations for my 4 stolen Michael Kors purse and my purple Hewlett-Packard laptop

Rating:

3.0

Currently not happy furniture etc unable to locate from water damage

Rating:

1.0

Made me not wanna to have to store anything that’s of any value at this facility ever again very unorganized place

Rating:

1.0

The worst uhaul storage facility ever. I have called several times no one has ever reached bs k. I’ve have been trying to see about my items. No told me if they disposed of them or moved them somewhere else.

Rating:

4.0

The tall guy with locks was very helpful

Rating:

1.0

The storage was not secured enough for me to rent wasn’t big enough and there was no light, and it’s not climate control

Rating:

1.0

On July 2nd a beam fell crushing several units including my own on the second floor. To add insult to injury the entire facility was flooded by a broken pipe. Uhual called and texted for me to come in and salvage my space. When I came they told me my unit was deemed by the fire department to be structurally unsound and unsafe. Telling me in person that no inspection would take place and my unit was going to be demolished. Days after I was in there, allegedly the ceiling collapsed. 5k won't be nearly enough to make up for the trauma, and loss of 10 years of my life I placed in that unit. Needless to say I'll never use Uhual for anything again and neither will anyone I know. I can't post what they've put me through here in detail, likely they'll delete it. But let's say this company should no longer be in business with how they manage customer service. No one cares at uhual. I'm told "you can't inspect the unit, nothing is salvagable". But Repwest states they were able to go through my items and do a full inspection. And because I didn't come for my belongings they were discarded. Either Uhual or Repwest is lying. If Uhual lied there was a chance I could have saved precious items with irreplaceable sentimental value or at least had closure. But instead had to take their word for it that everything was gone when it wasnt. If Repwest is lying, that means Uhual doesn't care what kind of shady companies they align with. Nor will they make things right. They'll toss their customers into harms way with a company that has no remorse about misleading grieving customers. The only blessing in the whole situation is that I wasn't killed by uhual's ceiling. No other company would that even be a thought. They barely make it safe for human passage. What makes anyone think their valuables will be? They are supposed to provide the most basic of security, safety, in exchange for my money. I upheld my end of the exchange, can't say the same for them. Say no to Uhual's tofu buildings. Use any other company.

Rating:

1.0

Everything I've owned for the last 28 years is in that STORAGE an I get told it's all gone out of know where things from my brother that passed I can't get back so much more in there that y'all will clean it up an take my stuff to y'all house an 1000 is supposed to cover everything I lost EVERYTHING!!!

Rating:

1.0

On website, it stated gate access hours were 6 AM to 10 PM. We arrive around 8:30 PM to bring our last and it kept saying gate access denied. We call the after hours number that was on the keypad and our calls kept getting forwarded. We also sent a text message no response so we had to park the U-Haul at the hotel went to go get something to eat. Came back 30 minutes later the U-Haul is gone someone stole that is unacceptable. Lawyer is involved for corporate will be called and you guys are getting sued.

Rating:

1.0

Our stuff was wet from the pipe busting and no body has contacted us following up with a claim number or anything. The worst communication

Rating:

1.0

Did not contact me before they threw away my belongings after “water damaged unit” I feel I was stolen from and never given the oportunity to over look my property

Rating:

2.0

They had a busted water pipe and it ruined a few of my items. They were helpful by supplying complementary UBoxes for temporary storage, but unbeknownst to me, my 2nd level storage was ruined also. The facility notified me that the structure where my other storage unit was located, had collapsed and they had thrown all of belongings in the trash. When asked why I was notified so late, a week after the fact, the facility staff informed me that had no idea why the notification was not sent out. I lost certain items that are irreplaceable, and when asking the staff when this occurrence took place, one of them laughed and smirked. The manager Ron Cunningham made sure I was refunded any money owed. He was the most helpful. I am currently attempting to contact the insurance adjuster, but my efforts have been in vein at this point. Several phone calls, two voicemails, and an email later, still no response from anyone.

Rating:

1.0

Terrible customer service at this location. All my belongings were disposed of after more than 10 years of storage with no communication to us at all.

Rating:

5.0

Falicia has the best costumer service in this entire establishment. Seems as though she wears many hats and all of them very well. She is an asset to your company. This place would fall apart without her.

Rating:

1.0

I will never use UHAUL for anything. Not happy about an “unnoticed” water leak that flooded my unit, causing severe damage.

Rating:

1.0

Staff very rude and inconsiderate but could be due to not enough staff and over worked! Always there 30 mn to pay in person at this site and I’m lost for words with my experience on July 3rd

Rating:

5.0

Love everything about it

Rating:

1.0

I lost all of my close and personal contacts and everything was destroyed I am very unhappy about the flood just put everything in there Saturday and this happened the next day it saddens my heart so what going to happen now

Rating:

5.0

My stuff was water pipe busted and dangerous all my stuff was water danger

Rating:

5.0

Uhaul was very convenient for me, I will definitely use them again and again. Everyone at the LBJ location was polite, friendly, nice and extremely helpful. Thank you Uhaul staff members, keep up all the good and hard work. Seleatha Baldwin

Rating:

1.0

You staff is rude and suck especially crystal!!!!! I’m sure the general manager was told and no one has tried to reach out! Stood outside for over 25 minutes to return the truck and no one even came out I had to leave ! I was assigned a storage that was already occupied and when I went back to “ crystal “ she was rude and told me she just rent the storage she don’t do move outs and she could give me another one but I would have to pay extra or I could have one upstairs! The whole reason for me booking and paying for a first floor cause I have a bad back and my 13 year old son was the one moving the stuff! I just don’t understand how I have to pay extra when it was her mistake?!?!

Rating:

2.0

My storage was great, but the inside counter agents were not. The line was long with one agent at the counter and one on the phone ignoring the line.

Rating:

2.0

there was no equipment to help me move. i ordered a dolly and it wasn't there.

Rating:

4.0

Too expensive and when I needed a truck and the system was down and no alternate process was in place

Rating:

2.0

Not enough equipment, not enough tools to get the job done right, had to put washer and dryer upstairs, travel through storage area was blocked and we couldn't get out. Set whole day back.

Rating:

5.0

The the gate did not work sometimes but other than that everything was good

Rating:

5.0

Loved Felicia at Garland location! I had problems with the movers arrangements but she got me squared away after picking a small storage she also helped find me a bigger storage unit at a discounted cost!

Rating:

4.0

I found it difficult to see inside the actual storage room.

Rating:

5.0

Awesome customer service 👍🏾

Rating:

5.0

The only place I have every use

Rating:

3.0

Rude staff

Rating:

4.0

Having more ramps to make more units accessible would be nice.

Rating:

4.0

Had 3-storage units for the past 20-years with this location. Only one break-in. Very pleased. Moved out of town so longer need it.

Rating:

4.0

My only complaint is the blocking of storage aisles by the huge wooden storage boxes that made it difficult to access my unit.

Rating:

5.0

Had unit for 5 years,bot a single issue. Wish all UHauls were like yours. The one in Florida not as nice. Thank You

Rating:

5.0

Thanks for the help and will use again if need too.

Rating:

1.0

I couldn’t move in because my unit was already taken

Rating:

3.0

The storages are small and overpriced. Your company should prorate their rates.

Rating:

3.0

Only issue i had they had my payments on auto pay which i did not approve. They took my monthly payments out of my account when they wanted to. The monthly payments were not what told to me or on my contract the payments were $30 more.

Rating:

5.0

Excellent customer service

Rating:

1.0

When I requested to move out of the storage unit on the 21st the agents at the counter refused to assist me they. Refused to rent me the trailer I need to collect my items. And as a result I rented a trailer from the Waxahachi office. Now they are charging me a late fee for moving out on on the 29th after I explained to the office I would be moving out on the 21st.

Rating:

4.0

Everyone was awesome

Rating:

5.0

Wanted or needed a ubox to move out

Rating:

4.0

Good experience. I was just confused on the mapping and where my storage unit was

Rating:

5.0

The representative Ashley Was very professional and helpful, I really appreciate her she did an awesome job,I will be doing business with them again!!

Rating:

5.0

N/A

Rating:

2.0

I rented one of your trucks to move stuff out of the unit. I brought the truck back, checked in , then later that night I was called by uhaul and told I never returned the truck. Took forever to get it straightened out. After unit was totally cleared and swept out I informed the staff it was clear. I had to go through 3 more times of informing staff it was no longer needed. This was done the first week of November. By email I was informed I was late on Nov payment due 11/14 and was added a $15 late fee. Had to call again on the 17th to try and get this mess straightened out. So sad that people can’t do their job correctly.

Rating:

5.0

Thanks for all your help

Rating:

1.0

We already had a reservation. Waited in the line for an hr just to hear it was someone else’s unit. The unit they gave us was smaller than the one we booked and we had to trash a lot of things. I was very disappointed, no one was on the same page. It was a very bad experience. On top of that we had a truck to return and couldn’t get it back fast enough because of the unit delay. We got 2 phone calls in regards to the truck, because UHAUL over was booked. It was horrrrrriiiiiibbbbllleeeeee. Yesterday was sooooo long and upsetting. Had to shut our restaurant down in Beaumont. Drove all of our equipment and furniture here. Just to have to pick and chose what to keep because UHAUL over booked.

Rating:

3.0

Broken carts

Rating:

5.0

No comments

Rating:

5.0

We have used this uhaul for storage for several years and the team has always been courteous and friendly!!

Rating:

4.0

The only thing that I had/have issues with is the fact I couldn’t do the easy check in due to a lock being on my assigned unit.

Rating:

2.0

Was given the wrong twice and then the card did not work for the gate I had to go back in and out of the office a few times before they got it right then they charged my card again and the staff acted like she was irritated

Rating:

5.0

Thank you

Rating:

1.0

My stuff was stolen by uhaul employees and the mgr didn't care. Thieves, Scam Thanks for nothing

Rating:

2.0

Yo. Between renting the truck online and still having to PHYSICALLY STAND IN LINE FOR 30 mins and not even leave the lot until 10am when pickup was 9:30 is wild to me. Not to mention they didnt have a dolly available that i rented online. At least the guys under the tent were nice enough to search the lot for one for me. The workers…wow nonchalant is an understatement. Not to mention the attitudes of ALL the workers suck. The only pleasant one was the manager. Moving in online was not convenient. I was told my lock would be in my unit and it wasn’t. When returning the truck the black girl at the counter gave ME an attitude for following the return instructions online. IF YALL HAVE DIFFERENT RETURN INSTRUCTIONS FOR DIFFERENT LOCATIONS THAT NEEDS TO BE SAID ON THE WEBSITE.

Rating:

5.0

GREAT CUSTOMER SERVICE!!!

Rating:

5.0

They are great

Rating:

4.0

Haven’t received my receipt!

Rating:

2.0

Stuff all over the storage area making it almost impossible to load and unload the truck. Staff (older lady) inside the office was rude to my wife. Staff outside lost the keys to one of the U-Haul trucks very unorganized.

Rating:

5.0

Both the front desk yound women were amazing and helpful

Rating:

5.0

GREAT CUSTOMER SERVICE.

Rating:

4.0

Did not get a storage room here. They didn't have one for my needs. Thanks so much

Rating:

3.0

My unit lost was broke and they promised to take care ot it but they never did everytime I came to visit the unit when I take the lock off they had to come and knock the latch open so I can get into it

Rating:

5.0

The only problem I had was when I got there my Storage building had a padlock on it had to wait another day but Felicia was very helpful and get me another one and I had to have a U-Haul again for a second day

Rating:

1.0

My items in my storage where stolen and I was not compensated, I don’t know why they have us get the insurance if they will not do anything about it. I tried turning in my unit before the charge date and they said I had a no payment lock even after I had automated payment from my debit card. It’s super hard to talk to someone. Will not use them again.

Rating:

2.0

long wait time, on-line stroage was available but at check-in was given an already occuried storage unit. They had to send me to another location.

Rating:

5.0

Good place to storage

Rating:

5.0

This location was friendly and excellent customer service. Site always clean and accessible

Rating:

5.0

Ron and Brie were so helpful, courteous, and knowledgeable about U-Haul's products and services. I enjoyed speaking with them, and they handled me, my family, and my belongings with such care! I definitely will remain a loyal U-Haul customer for life!🥰☺️👍😎❤️

Rating:

5.0

Very friendly and attentive

Rating:

4.0

One of the workers several times I'd come in there seemed a little too busy with his side job.

Rating:

1.0

This team was extremely unprofessional at many points. They messed me up very badly at the beginning of my rental and I was told by the GM that the company’s Marketing Company President said to not give me any refund. It was a terrible experience at the beginning and because of that I didn’t want to pay 172 for 8 days of storage rental. I was told that I need to pay it all except for a late fee or I wouldn’t be able to retrieve my items. I need better service here but I would never recommend this a UHaul. They put my life in danger by knowingly giving me a truck that was down for repair for it’s brakes. Do not go to this location. On top of this the storage facility was very messy.

Rating:

4.0

It was nice and clean

Rating:

2.0

I had two units and was charged a full month's rent while I was cleaning out my unit and before I officially cancelled it they had already rented it out and had someone else in there yet I still got charged a full month rent for it and rent is not prorated so whatever you do do not auto pay

Rating:

1.0

When I got to the storage . The one I reserved was not able and I had to pay more then I can afford for the unit

Rating:

3.0

Not enough personell to handle customers

Rating:

5.0

Worker was very nice and helpful

Rating:

3.0

I got this storage in July of last year. And had it to date I’ve had issues 2 times which wasn’t my doing. No one seems to know what happened. First issue my lock was change and like I said no one knew what happened, so they gave me another lock. Second issue I was told led once I got an email asking me to give feedback on my move out (which was a surprise to me). So I called and the lady told me that I moved out and into another locker which was not true so another issue with someone. Again nobody knows what happened smh. So they moved me back into the original locker and then they go up on the locker like it was my fault. They just went up the same month this happened. I have never been late and some months I even paid early I guess the only thing I did wrong was paying my Locker fee on time smh. To this day no one has contact me about this issue. I’m really disappointed with the service I’ve received. On the other hand The assistant manager did do what he could.

Rating:

2.0

I was there for about six months and they increased the rent prices. The storage unit has no light. When I moved out there was a unoccupied vehicle in front of the ramp and I could not access my unit. The office staff advised that it’s normal for homeless people to sleep in their storage units and vehicles and that they couldn’t do anything about it! I was out an hour with my movers (I’m paying them by the hour) before the homeless guy returned to his vehicle and moved it. Do not rent here!!!

Rating:

5.0

The storage was awesome. Phillip was the most helpful representative I’ve ever dealt with. He went above and beyond and helped me more than I could have expected. His care for the customers is leagues above par. U-Haul is very lucky to have an employee like Phillip! T

Rating:

5.0

Great team, very polite and helpful towards me and my cousin.

Rating:

1.0

Cost me a lot of money because no unit was available and I was not offered a storage unit for my size nor was I offered a different location or a discount upon return after they were notified.

Rating:

5.0

I hate to go but no one was walki ng though did no still any

Rating:

1.0

Bad customer service. Stuff of a previous person was in the unit I was supposed to be in. Oil was leaking from the unit above. They hardly ever answered the phone and when they did they were far from helpful. Cars would park in the way and had us stuck in the building for 20+ minutes and employees were no where to be found to help.

Rating:

5.0

Muy amable el personal que tienen trabajan todos muy bien en equipo Ami en lo personal me gustó la atención

Rating:

5.0

I Like it because it wasn't any one Laying around

Rating:

4.0

Vanessa is y’all’s only weakness as a company she is shady

Rating:

1.0

Terrible experience workers were not helpful and not friendly. It was difficult to reach anyone by phone at this facility. Was unable to get into the storage unit several times because the key cards were not working and workers took forever to open the gates. Several staff were rude and there is always a long wait. Storage hours are not long enough or fair unless you pay more for 24 hour storage. this was a horrible experience i will never use this company again the only reason uhaul stays open is because there are few storage companies around. Customer service call center is also terrible to i called to make a payment on my storage unit the worker stated she processed my payment well turns around she didn't and I had to pay late fees. I have nothing nice to say about a crooked evil money hunger company.

Rating:

1.0

Salesperson was very disrespectful and unattentive.

Rating:

1.0

Trash every where no toilet paper in the bathroom no hand soap no paper towels and the trash can was full I had gone there three times in one week it stayed in the same condition terrible conditions homeless people living in the bathroom the day that I was moving could not get in nor my movers to the restroom we tried from 12:00 afternoon until 6:00 in the evening and a junkie was in the bathroom it would not let anybody in the trash all over the inside of the property last month bins were blocking only one car at a time could get in

Rating:

1.0

I lost all my clothes in u storage cause of flood

Rating:

3.0

There are no elevators and people have to carry their items up a flight of stairs

Rating:

2.0

Nobody at the front desk new what they were doing except for one person. After setting me up with a storage unit I was informed that I would have to carry my belongings up stairs. I can’t climb stairs let alone with boxes in my hands. When I check my bank statement I saw that I was charged for the unit. So I called and after a half an hour and being transferred to another person I was told that my account would be credited back in a week. Extremely unhappy

Rating:

1.0

This was a terrible experience overall. I went to my unit to take off the lock and officially move out and what should have taken 5 minutes took over and hour. There were uhaul customers with moving trucks in the driving lane at the facility I was in blocking the exit. I was unable to get out of the facility and they refused to move. I tried to call the customer service team at the specific office I was at and they apparently do not have a direct line so I was talking to some at uhaul “corporate” that was 100% unhelpful. He was trying to get ahold of the workers on site, but was unsuccessful. We stayed on the phone for over 30 minutes in silence while he “waited”. I was unable to find another exit for me and my daughter. She was starving, had a dirty diaper, and was screaming during the entire time because what it thought was going to be a few minutes was an hour. Completely unacceptable.

Rating:

2.0

The entrance is a one way and there isn’t enough parking for your truck to get your stuff in the storage. I had a hard time finding somewhere to park cause you can only park to one side. It horrible!!!

Rating:

1.0

Vanessa constantly took home my unit key on several occasions. I spoke with Anna, the GM, and she wasn’t anymore help then anyone else I spoke with. My experience was horrible and I would never use them again or advise anyone else to use them either. Actually want to seek legal services for my situation. It states the facility is open 24 hours, but that’s only if the keys are available for your unit and not off property with the manager. I was never given an explanation as to why the manager Vanessa had my unit keys in her possession off duty. Very unprofessional place of business and poor customer service. I took off work to move, hired movers, and got a I haul to move just to be told to wait until Monday because the manager was out due to a family emergency. I understand things happen, but what I don’t understand is why my unit key wasn’t there? Why she took it with her? I went to the facility three times and all three times they were not there. Why did she not return them? Why couldn’t staff remove lock? Why did I have to wait to retrieve my belongings?

Rating:

5.0

Excellent when it came to cleanliness!!!! Customer service was not always the best. Outrageous waiting time. They don't remove locks for late pay, as fast as they put them On !! Once you have paid.. there 12yrs+ overall 1-5 Rate the experience 4☆☆☆☆

Rating:

3.0

Your pricing is too high compared to others and you advertise one price that when you want to book a unit, you find that the cheaper price is upstairs in the back and your sign says insurance is optional but you are then told that it is mandatory and the cost is not based on unit size and is very over priced for the amount of coverage. In other words, your storage is not worth it.

Rating:

5.0

The lady was very helpful and efficient. The made my made my bad experience from other uhaul location on Garland Rd that was a horrible experience that didn’t have right size of storage unit available. She found me one at her location off Mid Park.

Rating:

5.0

They are lovely

Rating:

3.0

Never received a call back about the unit

Rating:

4.0

First employees could not set up my personal code correctly, but once we got the access code in correctly, it was great!

Rating:

2.0