In the process of checking out I was asked if I wanted about a half dozen other things including boxes, moving equipment, packs of furtinure pads, etc. I declined. Upon receiving the truck there was a dolly and reusable furtinure pads. Apparently these are like a minibar at a hotel because using a dolly costs money. That’s just bait and is a crappy business model. More problematic is the hidden $25 O3 cleaning fee that’s conveniently tacked on after returning the vehicle, not up front. The vehicle was clean upon return and absolutely does not require more than a broom at most, and certainly not ozone cleaning. This type of sneaky way to add on charges is a really poor business model and honestly I’m not sure I’ll use uhaul again if this is how customers are treated.
Kyle PCustomer Reviews for U-Haul at Westview
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.
Staff was awesome. Although they were quite busy they were attentive to every customer and had a great attitude. Very kind and positive. Will definitely use again. Thanks
Brian RThe person/man who worked in the morning was very nice, helpful and professional! I appreciated his customer service. However, the person who worked in the evening, Antoine P was absolutely horrible!!! He told me to put away the blankets and the furniture by the” flower pot in n the back by the dumpster” instead of doing it for me. I did what he told me to do, and when I can back to the truck, he was no where to be found. I found that he left the truck door open and left the truck engine running. He was gone for a good 20 minutes. I don't know where he went because he did not say anything. I went inside the store to look for him and he was no where to be found. Since the truck was still running and the driver’s side of the door was open, I turned off the truck, closed the door, held on the keys and waited for him to come back. When he came back, I noticed he had food with him, which I assumed he went and bought. When I asked I why he left and did not say anything and left the truck door open and engine running and failed to let me know that I was free to go, he got a bad attitude, and said I was checked out, was terribly rude, failed to give me a receipt. I went back in the store to get my receipt and he was still very rude. He would up giving me someone else’s receipt by the name of Jemarna Sirleaf, contract# 73563752, with his personal information on it. There is more that I could say, but I think this summary captures what a terrible customer service experience I had!!! I would absolutely NEVER rent from this particular store again as long as I know that Antoine P works there, and I would not recommend anyone to rent form that store as long as Antoine P works there!!! Antoine P needs to be pout on some type of CORRECTIVE ACTION or COACHING PLAN or nhe needs to find another job. He clearly does not care about his job or U-Haul’s valued customers. He just cost you a customer in me who has rented from you multiple times in the past. He has also cost you valuable referrals that I would have made to friends and family.
Taiwo OThe two gentlemen that work the location are knowledgeable and helpful.
Donald BExcellent Customer Service
TRACEY SI had no issues and can't think of anything that could be done differently
Patricia PThe staff helping the customers were really good and seem to be able to move between the various issues of the customers with ease. II have lived in the area for over 20 years and I have seen this location grow. The people working there have changed, and from my last visit improved. The improvements appear to be with the systems and network infrastructure used by the staff. Things moved slowly while waiting for pages to load and the inability for customers to perform functions on the App that could free the limited staff. This was my first time using the U-Haul app. The integration seems to be good but it can improve for the rental of trailers. The attendants were quick and understood the issue .
Edward YCustomer service is very bad open 9 am nooooo 9 45 attentions nooooooooo smart people noooooooo
Adolfo PThe gentleman that were on site Saturday morning and Monday morning were very pleasant and hard workers.
Ryan SSolomon was very helpful. I'm glad he was at the store. This is the first time I did a self check out.
Vanessa PJust perfect. Thanks for the professionalism
Harrison BBoth the staff who helped us pick up the truck and the one there when we dropped it off were very helpful and nice. One negative-- your system is 100% depended on smart phones and tech savy. As a 83 year old I found it was tough to navigate BUT get why you are doing it,
Barbara BI run a small business after working with u-haul for more than 10 years, I was told by the agent today at 21228 Baltimore national pike that if I don't download the app I can't get a truck!!! I did bcs I didn't have a choice at that moment , but I strongly think you guys can't give that kind of one way rules to your customers.
Yngry FI was not able to know how many miles to the gallon the vehicle traveled
RALPH JI think the service was excellent. I don’t see a need to do anything extra.
JOSEPH GStaff who work saturday march 22 was very helpful. I think his name was Solomon. Very helpful.
DAVID SThe store clerk who help me with renting of the truck was so helpful and patient I was having problems with logging into the website and following the instructions but that young man was awesome
CHRISELDA Li dont like trying to figure out the app
DONNA HThe truck that I rented there seems to be problems with the brakes and the truck kept jerking I was afraid it was going to break down wasn't safe to drive.
AISHA BEveryone was so friendly and very efficient at their job. It was a very nice experience given that had a huge move to do. I really appreciate the great customer service.
LATOSHA RWhy are there no parking spaces for customers? That makes zero sense also I had to bring my trailer back for the guy working to fix one of the chains. Overall the guy that was working is excellent a his job and deserves a raise demonstrated pronominal communication and hard work answered all questions and was a great help 10/10 on the employee.
Cody LThe parking was tight. Something was wrong with the mileage/odometer. I didn't drive 20 miles. I drove between 2 places that are 2-3 miles apart. I also drove about a mile to get gas.
Jenny JI rented a van. It was an old model and seemed to get no more than 8 or 9 miles to the gallon. I had to put $20 in gas in it just to refurbish what I used. I only drove a total of 45 miles. 7 gallons of gas, 45 miles, is actually 6.43 miles per gallon. Ridiculous. The inside of the front of the uhaul had some sticky stuff all over the dash and floor on the pass side. I was very unhappy with this rental compare to previously when I got the newer vans and only had to put $5 in the gas tank to refill what I used. You need to get rid of those old vans or drop the price per mile to compensate for the horrible gas milage. Extremely unhappy
Joshua BThe customer service rep was outstanding. His knowledge of the process was impressive.
Cecil TDerrick hill was very very good her recommeded boxes tape and advised me on the best way to move it’s another guy that was there he had long locs and was very very nice to me he stop what he was doing and made sure I had everything I needed showed me to work the truck and everything I can’t remember his name but he was also nice
Telayer BLocation had excellent customer service representative. Treated me good and got me on my way in minimum time. Would definitely use them again if needed.
Sidney AAll good but you should have employees that stay in office and 1 to do yard work and have several employees that are like the one Who waited on me when I got the 1st truck and 2nd
william sThe equipment I rented filled our needs, pricing was very reasonable & fair, but I would like to specifically compliment and thank *both* Jeremy & Solomon for their assistance & service. I am a repeat customer who has used U-Haul for many years, though I generally use a different U-Haul store because of its location & convenience. So this was my first time using the Westview store. Jeremy & Solomon were busy and hard working each time I was there. Yet at the same time, they dealt with me (and other customers) not only professionally, but also in a very friendly, accommodating and personal way. I never felt rushed. And each of them took time to help me at both pick-up and drop-off. I hope that a manager or supervisor at the corporate or administrative level sees & reads my feedback & comments because I can’t compliment Jeremy & Solomon enough. They are a real asset and a credit to the company. My thanks to them for their service, advice and assistance.
Sabino SEverything was right
gerard wJeremy & Solomon were very professional and great to deal with. I highly recommend renting from them at this location!
james aBetter competitive pricing.
andre rCustomer service
Ron FKeep doing what you do
Stephen BI hated using the app to reserve and get a truck. There is no onsite parking. The truck only had 1/4 tank of gas, check engine light was on the whole time, and rain was leaking through the ceiling.
Christopher HNothing
Barbara BInternet connection and more staff. The man at the desk was amazing and the only thing holding him back was the slowness of the computers and lack of help. I don’t know his name, but the man who assisted me deserves a raise. 10/10 would recommend.
Antonio LReally wish this site had space for customer parking. The check in/out process was quick and easy using the app, but the equipment I was renting (hand truck and pads) wasn't ready at pickup. The one person that seemed to be staffing that location was helpful, but he seemed to be spread thin, trying to be everywhere at once.
Thomas RNo complaints here
Tammy SThe check in /check out process was tedious. I downloaded the app the day before, but it kept giving me error messages when I tried to sign up. The number of photos needed was tedious. At least the staff was helpful. I rented a truck in Denver CO last year from another vendor, and they made things super easy. Next time, I’ll do more looking around.
Charles AMathew was exceptionally helpful and all my needs were met to accommodate my move.
EMMITT JThanks for always being so helpful!
Diane JThe service was excellent the young man explained everything I needed to know to make my reservation smoothly for check in and return
Aisha BThe man who helped me was very knowledgeable and friendly
Terry LYou can add parking for customers.
Sonia JThe app had a malfunction and i was unable to upload the photos for pick up and had to bypass that protocol.
SANGUANI MThis location is convenient to me, so I use it. The equipment seems fine. In fact, the van I rented was brand new with only 1500 miles. There is no parking though. I drove there and was told I needed to park across the street in a shopping center. There is no safe way to cross the street which is 3 lanes in each direction with a guardrail divider and there was snow on the ground. And the parking lot across the street has signs stating non-customers will be towed. Luckily, I wasn't. But my favorite part of the rental was that in exchange for checking me in himself instead of helping me use the app on my phone, the clerk told me he was hungry and requested a chicken sandwich! Getting shaken down by a clerk is a first for me and I'm not a young man. Then they couldn't find the key in the lock boxes and ended up locating it behind the counter. So yeah. Not a great experience. The van was really nice though...
James RWe were told we had to use the app to check in and check out which required us to do all the work. Very time consuming and odd since we have rented several times from U-Haul and have never had to do this process ourselves. Requiring customers to take photos and all the other stuff that the employees should be doing is quite a bit much. We were literally outside for over 20 minutes doing this process while all the employees just sat inside and chatted. Wondering if this is custom. Left wondering what the staff is actually supposed to be doing while we are doing all the work
Stacy MExcellent customer service
Dani WYou good
OLANREWAJU OThe youngman that was working when I got there so professional and helpful. I was having issues working the app and he help me get through it all. Very polite and nice as could be. Overall experience was great
Marshell ALocation fine. The return process itself is really aggravating. I spent way longer getting the app installed and logged in and following the 5 step process than it would have taken to just work with a human being. I absolutely resented that, it made me want to not use uhaul again. I should be able to just walk in the store and not have to use my phone.
HAYDEN AGood service
OLANREWAJU OAll went well
william lNothing. The personal was professional and friendly. Transaction went thru easy.
PAUL KWould have rated better if you could actually process the return on the app (ai have dine before at otger facilities). It just kept telling me where the fuel need to be and make sure everything was removed. It was not until I had everything closed and locked abd walked to drop the key that I seen the sign to go to a website for to return. Had to walk back to the truck, unlock and open everything and take photos. It was 30 degrees outside so not a pleasant experience. You should be able to process the return via the app or place a sign closer to where the returns are made.
SHANNON BThe person working that day it's not polite and professional when I came in there he told me there was no trucks and then all of a sudden there was a truck you need someone who's going to be more honest up front the person I talked to a couple days before that was good and polite and very professional
Joseph RMy one complaint is there is nowhere to park your car. We rented a van and had to find parking at a shopping center across the road. Oh and the self pickup ended up being more of a pain than I was expecting. Would have been faster to go to the counter.
Stephen JJeremy was awesome to work with
DAVID WKeep Doug what you are doing.
Tanya BThat app is not it! Taking pictures of ID 5 times because it didn't get it and to after ALL THAT, have the employee to have to do the process with not only me was a hindrance in time. 30 minutes plus, Not acceptable.
renee mThe 10 ft truck I rented had issues; 1) The driver’s side door handle was broke causing my hand to bleed and scratched. 2). The door (unlocked/ajar) sensor always on when you close the door properly.
Ron FHave some disinfectant wipes in all trucks
Celena JEasy to rent from, quick and attentive service.
LIAM ANothing everything is well put together from the staff to the equipment. I will use your company again and again.
Tanya BThe web check in was cumbersome but the rest was great. The clerk was very helpful.
Bahador M