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JAMES bCustomer Reviews for U-Haul of West Town
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.
Understaffed. Staff present doing the best they can. Long lines at times
GREGORY CReturned trailer and staff did not complete the check out. Had to return later in person to ask them to close my file and record my return.
Gregory CThe rental worked out well for me in the end. The guy running the show shows up 4 minutes late to work at 9:04 AM to open the store. He was turning on lights at 9:10 when opening time was 9 AM. He was making excuses during the entire time I was there. I just listened and did not argue. He told he that store was under new ownership. He told me he did not have a trailer that I had rented. He told me he had license plate issues. He told me he had damaged trailers that had not been maintained by others. I offered to take a smaller or larger trailer instead. He looked for 20 minutes and then found the exact trailer I had rented in the first place. He helped me hook the trailer up and I was on my way. Took me 30 minutes to get the trailer rented. I feel sorry of the other 7 people in line. Figured they might be there until noon. A little preparation prior to the day would go along way to the rental of equipment to people who don't want to stand in a long time to hear excuses when it could have all been avoided with some prep.
ROBERT HRep had a good sense of humor.
GLEN Rnothing. great customer service, and they did it all with a smile. nothing more to ask for.
LUCAS PGreat, fast service
Amy SRude uneducated staff should be fired.
JOHN BI had specifically picked a drop off location near my destination in Macon GA. After picking up my trailer I received a text telling me to take it to a different location with no explanation. Would have been good to have an explanation.
PERRY FU haul lost the reservation that had been made the day before
THOMAS BI was told I would get a refund for days I didn't use for the trailer ie if I returned it earlier
THOMAS SGreat guy helped us get the correct equipment to ensure a safe trip!
TORI WGreat customer service and very friendly guys . I would recommend them to anyone
THOMAS RI used the automatic check-in process but there were still friendly employees there to guide me when I needed some help. Thanks!
JULIE RTrucks are great but the people at the register are impatient and rude.
JARRETT SGood
RHYESA THi! When we picked up our UHaul truck in Knoxville, TN this past Saturday, we had reserved blankets and a dolly. We were told that the location was entirely out of blankets and they had no dollies left either. They had no explanation as to why. I'd like to request a partial refund of our order, given that we then had to buy equipment that UHaul had promised to rent us.
JESSE YThe guy working the store was great and he should get a raise and maybe another employee to help him out cause he's basically doing that whole thing himself. But the UHaul corporate system is very poor; the dumb app they have to use is slow, and I had to return the trailer right after I got it (car sold before I could go get it) and there was no refund capacity at all. NOT THE EMPLOYEE OR THE STORE'S FAULT. UHAUL BIGWIGS FAULT.
Parker GThe staff that helped me at return was wonderful. Even while in the midst of a total computer system outage (I couldn’t even access the website OR app), he was friendly and eager to help get me on my way. Wish I’d gotten his name. Appreciate the service level.
ANDREW REverything is good, and well prepared.
Joonsung CThe agent/employee was very helpful and pleasant.
PETER MThey had a mess up on their system and almost overcharged us a crazy $1900.00
Sarla RBetter customer service!!! I needed to rent the truck one more day. Do to the rain. Your employee I called was rude!! On the phone!! BE PROFESSIONAL ALL THE TIME!!
EDWARD PAll good just the van had a cigarette smell little dirty
JESUS EGreat customer service!
RON CI was locked inside of the bathroom for almost 30 mins. They were in no hurry at all to get me out. Then told my mother that this had happened before. Told me if I wanted my dolly it was across the store and then I had to walk the parking lot to find my truck. And when I asked if I could get some type of discount considering what I had been through I was told he didn’t have a screen to click on to do any type of discount. I have used Uhaul MANY times and I have never been so disappointed and disrespected in my life. The bathroom was nasty also. I will never pick up another vehicle from that location. Ever.
Heather Ethe staff was courteous and helpful
ROBERT IThe tire strap ratchet needs grease but other than that had no problem
CHARLES AThe employee that checked me in when I returned the truck was excellent. He has waited on me several times when I rented. He is very proficient and courteous, and tech savvy. His work ethic is something to be admired. He seems to be the resource man when other employees are having trouble with their smartphone. He should be in charge of the place and given a raise. If I need an employee for my business, I would steal him from you! Hard to find employees like this individual!!
THOMAS WJustin was terrific!
MICHAEL TOnly one man working. He did a good job.
JEFFERY MThe guys were knowledgeable and efficient, especially at drop off!
Diana DI cannot remember the guy who waited on me name but he was great. Very friendly and helpful. I really appreciated that.
MICHAEL HGreat service and good equipment !
GLORIA PWhen I made my reservation I reserved a dolly and also ordered a couple mattress bags. When I checked it I received a notification that the location didn't have any bags. So we rushed out to get some, that were more expensive, at Walmart. When I went to pick up the van guess what the location had? Many many mattress bags! But guess what they didn't have? The dolly! Plus the van had a low tire warning. Will definitely think about renting from this location again.
SHANNON GA way to drive through parking to drop off equipment. I enjoy backing trailers into stuff to show off. But i can imagine new people might have trouble. (Fyi, the staff person there was willing to handle everything. He was very nice, helpful, and quick!)
Steven GI was overcharged. The van had a tire with low pressure and the light was on. The guy I spoke to was rude
TALEIGH WVery friendly staff, process was very smooth.
JEFFERY TJustin was so very helpful and quick to get me on the road!
SABRINA GHave more people available to help customers as twice I had to wait over 5 minutes for help. Also, having more people you could answer your phone better. Three times I was changed to the 800 service which was no help. I am not thrilled using the UHaul app on my phone but will try it next time (takes me three times as long to use it as calling with my short message via the phone).
REBECCA GThe guys st this location are great and friendly!
VENIS HBetter explanation of charges for rental at both onset and return. Location was quite busy both times, but I felt rushed and had to ask what I was being charged.
DENISE DThese guys were Great~ Billy and T-Mack are an asset to your shop !! Both gentlemen were kind and extremely helpful. Was my first experience doing this and …. It’s not so scary anymore 👌
CHIQUITA HMy experience with this U-Haul location was smooth and efficient! I would definitely come to this location for my U-Haul needs. I also will recommend to my friends!
LAURA DMan at desk helped with online reservation
JENNIFER BI had concerns about the truck and they did switch once. Wish they would have just done the math with me. I was told there is an additional insurance called safe trip, by a representative that covers incidentals like running out of gas. The representative in the store denied this and said that it was covered under the other plan that I had bought. I never did get that figured out. I would ask about safe trip which is on the website but not advertised in the store.
SARAH GNo improvements needed at this time
JAMES HWe showed up to do the mobile check in outside of store hours. The truck I requested more than 24 hours in advanced was not ready for me. The store we were going to opened at 9am. So, we called support, and they moved our time to 9:15 instead, thinking the staff would be there. When the doors didn’t open after 9:10am, we called support again. We were put on hold on and off for 15 minutes trying to find any location to get a moving van within the area at that point . The store opened 30 minutes late when a staff member casually walked up to the store smoking a cigarette and taking his time. Meanwhile, 6 customers were waiting to get assistance. The staff was rude when we mentioned how we had been there since 8:30am. Our reservation was not “in the system” on their end because we were in the process of editing with support. When one of five other people waiting for service made a comment about him potentially getting in trouble for being late. The worker responded with, “I’ll be here tomorrow, and everyday after that. Don’t you worry.” He also made sure to mention how someone else was suppose to be there with him and was also late. In my eyes, this is very unprofessional considering how late and unresponsive he was when needing assistance. When we finally had the information pull up we got out to the truck. There were used gloves in the van that we were assigned. Everything else ran fine with the truck itself. This location, however was the worst experience I have had with Uhaul staff members in store. They seemed entitled, unreliable, and quite rude when moving is an already stressful situation.
Kaitlyn OGreat Rental
THOMAS SThe clerk was nice, and tried to help—though the location was unprepared for our arrival. We reserved a furniture dolly and it wasn't there. There were several there, supposedly for sale (though clearly used) The manager on duty stood hard on us having to waste our time going to another location which we did not have time to do. The other clerk called the area manager and we borrowed the one in stock. What was so hard about that? The store didn't pay attention to the reservation and tried to make it our problem.
JEREMY FEngine light and tire service light was on before I left the lot, truck needs to be serviced
CARTER CYou are great!!!!!
JAY P