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Aaron SCustomer 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.
Friendly and efficient. Truck floor was still wet from cleaning.
Susan EWe didn’t have any contact with anyone. We just did the app and left the keys in the dropbox. Easy drop off.
Sandra JGot there Saturday morning and the wrong wiring harness was ordered. Have to go back Wednesday 4//10 to have put on. Got a email yesterday and the location had been changed to Farragut. Had to make a call and get that changed back to West Town at 5:00. Not a good system. Changes being made without my knowledge and the wrong wiring harness ordered. I called the Thursday prior to install and asked if everything was in and on go, was told good to go. The people were nice and good to work with though.
Leeroy LI used the 24/7 pickup service on the app to pickup my truck before business hours. The key box gave me the wrong size truck. The app froze when I tried to report it, so I took the wrong size truck. When I tried to complain, I was told that it was my fault I got the wrong truck because I did not notify them through the app, even though the app was broken.
Cody HGreat location and had everything I needed. It couldn’t have been any easier.
Robert LFix your cup holders!
SYDNEY MHave 2 workers with the same speed, the guy that took care of us was so much fastee than the other gentleman. It was a Saturday morning and the line was getting long and 1 guys was running full speed and the other guy had no hurry in him at all. May want to add another person on Saturday morning. Very friendly men just 1 was too slow.
Reita BThis was a great experience, I would recommend it to anyone. Very helpful and friendly staff.
Daniel DVery pleasant and helpful staff!
Neil Qthe attendant who checked me is was so very nice, but it would have been nice to have been walked to my U-Haul instead of going out to look for it with numbers on a key chain and it would have been great if he or someone had helped me carry the furniture dolly to the truck. It was rather heavy.
Bryan HNothing wrong with the site but your online return situation is a disaster. There has to be an easier way.
Kathryn DTruck was filthy. Not a happy customer
April PService was excellent
JERRY RYour scheduling system is TERRIBLE! I used the app to schedule to pick up at the West Town location over a week in advance. I received a call the day before that there would not be a truck and that I’d need to go to a different location on Clinton Hwy. I called the Clinton Hwy location and they did not have a truck for us. I then called West Town back. They now see our reservation transferred to Clinton and not their location. Miraculously a truck was now available within a matter of an hour but I needed to cancel my so called Clinton reservation by calling or using the App. Concerned I’d be completely removed from the system and no longer have any truck available to drive back to IL, I went in person to the West Town location to get the situation fixed. Thankfully the young woman there was outstanding and was able to resolve the situation. However, it never should have happened. We have rented NUMEROUS times through U-Haul with no appreciation for customer loyalty. It’s pretty disappointing.
JESSICA SNothing
Ann LThere shouldn’t be an extra charge for after hours returns. I was able to get the truck returned before the location closed but I wasn’t told about the fee beforehand. Please make sure customers are made aware of this policy.
willam cEveryone there was friendly and the whole process was efficient
Darrell SThe truck I reserved was ready just as promised the process was fast and I was able to get on the road and get moving. The return process was also seamless.
Jonathan VWhen I returned the trailer at approximately 6 pm on Monday 3/11/24, I asked for a return receipt. The unkept white guy behind the counter, the one with the long hair, told me he would email it. He never did. 4 days later I was wrongfully charged an extra $44.90 for 2 additional days and accused for not having returned the trailer on time. I’m still waiting for a refund on this after visiting the location to resolve this matter. Additionally, after he unhooked the 4 x 8 trailer on Monday, he let it roll down driveway and have it crash into garbage can and wall of the U-Haul building while trying to unsuccessfully stop it by repeatedly slamming his foot on the trailing electrical cord which could have likely damaged it. This showed a lack of professionalism and respect for the company’s equipment and property. I sense I was intentionally defrauded by this individual. If I hadn’t taken photos of the trailer where he left it, it could have gone missing without a trace. This person is a liability to U-Haul and it’s customers and deserves to be replaced.
Dimitri VStaff was great and the trailer fit my needs.
ROBERT HKeep the people you got in there cause they are great people
DAVE NThe gentleman that checked me in was helpful and personable. The van was not filthy but still had empty water bottles, empty chip bags and paper work from the prior user. The main problem was that something was wrong with the rubber fittings around the driver door which resulted in a loud sound from air coming through the gap. I was unable to listen to the radio or use my cell phone due to the annoying noise. I purchased ear plugs which made it workable. Otherwise, the van drove well and it got the job done.
Dallas RThe truck was dropped off after hours. The location had plenty of space for the truck.
Philip SKari checked me in and Hooke my equipment. Truly personal yet professional and just kind. In today’s world was a breath of fresh air to get that level of service thank you
kevin bJustin and Toma were very professional and made my experience positive.
Darleen J-Van still had a box inside of it from previous renter. -Van had not been swept out -Van smelled like weed inside the cab -Customer service rep gave me the creeps -Absolutely did not like that the customer service representative "needed" to take a picture of me with his cell phone before letting me take the keys -Also did not like customer service representative commenting on the location of my home address and that he knows where it is -Please imagine for a bit that you're a woman trying to rent a van to move some furniture. You get to U-Haul and the guy behind the counter immediately gives you a bad feeling. He keeps making weird comments during checkout. He takes a photo of your driver's license. He implies he knows the location of your home. Then he suddenly whips out his phone camera to take a picture of you, and won'tlet you leave without the photo. How would you feel in this scenario?
Samantha EEverything was perfect
Darlene SThe front cab was had some trash and from a past customer paperwork and was a little dirty. There were also no storage blankets in the hanging bag in the trailer area. But it moved me and stuff from point a to point b so call it a win
jordan hIt's an aged location, but the staff was friendly and very helpful. I will make it my goto for trailer rentals.
Robert WU need much more help there on the weekends as they seem to stay slammed
Laura Hmay be have adrop off at the your end of drive, in stead od bring back to location.
raymond sVery nice people
Christian SHad a great experience, and showed up without a reservation. Justin was great and helped me right away and hooked up my trailer. I was in and out in less than 30 minutes. Will definitely rent from here again.
Matthew HEnjoyed the customer service and all one lady talked too
Tonya SNa
Sherry MI was charged for pads I didn’t receive
Diane LYou might want to make your mobile check in app work a little better or maybe a little more simpler. I couldn't get it to work and had to check in manually, which was fine. The rep that checked me in was very, very helpful.
Robert MEasy check in and out. Hassle free
Bebo SThey left the key in the door and left the back of the truck door open. I almost had a wreck, and then they overcharge me.
kimberly cEmployee doing return was super angry & attempting to force me to go get gas rather than letting me pay for the one gallon I used, he was miserable from the moment I walked in
Connor WThe software wouldn't allow me to return the truck. I had to deposit the keys for them to do it in the morning. Still waiting on a receipt.
JOHN ENeed more than 1 person checking in people on a Saturday morning. They were nine people in line with one poor man trying to accommodate the customers.
William MAt first the guy said he didn’t have my reservations , he wouldn’t look it up by reservation number . Than he said he found it and it was local and only had 10 miles , I told him that wasn’t right that it was one way . After another few mins found out he was looking at someone else with same last name . Than he said that he didn’t have any trucks one way , FINALLY after about 30 mins he got it straighten out .
Bruce Mhire more dedicated employees/more employees per shift , there were longer wait times because employees were all over the place. Submit random drug tests, some of the behavior from employees was questionable. Dedicate a specific employee for cleaning trucks only. Use suggestion cards for customers to fill out that they can use for things they believe is wrong with trucks, schedule routine maintenance. Have better communication among employees. Make the customer feel welcome put coffee soda/water or snacks out.
Nicolas GWork on clearing the snow and ice from the parking lot (which an employee was doing while I was there).
Jake CThe staff at this location helped us through all the issues with the ice and snow we had. I am very grateful for their assistance. You have a really good staff there and this was not the first time I had used them. David Howard
David HVan rides great
MARK NWebsite would not work and had to check in which took 45 minutes as only 1 person was working the desk.
Jodie DWalked in for my rental. Nobody in the office and waited ten minutes for someone to do the rental contract. I had a reservation so they knew I was coming. When returning no signs to direct what to do with a trailer rental. No instructions when I rented where to return. I followed traffic lanes to what you use for truck return which was full and was directed to turn my truck and trailer around and drive the wrong way out to park the trailer. Very little room to turn a full sized pickup and 12’x6’ trailer around.
Nathan BThe team was very helpful
Joel AAttentive and courteous staff
Steve MIt was a fantastic experience, no hiccups at all!!! Great staff as well!!!
Shaleyah CNot much to do differently. The reservation was on file and they were very timely to bring the truck and car dolly up for me. Because I've never towed a car before, the gentleman was very thorough in explaining how to safely hook up the car because I didn't have the car with me when I picked up the truck. Overall, Excellent experience !!!
Scott SThis is the second time we have ordered a Uhaul for pickup after hours and it hasn’t been ready and we haven’t been given a code to even access it. There has been nothing done both times to make it right, so we will not be using this location again.
Alan HService representative was very professional and courteous.
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