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Charles JCustomer Reviews for U-Haul Moving & Storage at A&M University
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.
Pickup was smooth and drop-off just as easy. Very convenient for late night movers.
Sapphire WLong wait time. Not too bad for me but other customers were waiting forever
Samuel HThis location was very helpful after an unbelievable poor experience by the 2813 Texas Ave S location from whom we rented a 15 ft. truck on July 17th for pickup on July 31st at 4:00PM for a one-way rental to move my son to Austin, 2 hours away. With that secured, we coordinated everything needed for a move: friends to help load the truck that night, boarding for our dog, friends to help with unloading in Austin, move incoordination with new place, etc....basically, a ton of moving parts and coordination. Then, at 6:00PM on July 30th, I get a call that they don't have a truck available for us and have moved our pickup time to Aug. 1st at 9:30AM. U-Haul has one primary job - provide equipment for people who need it for a very stressful experience - so to say they failed miserably would be an understatement. This kicked off a series of 30-minute phone calls to try to locate another truck and since there were none available locally, I offered I could drive further to pick one up. U-Haul's solution? I could drive an hour in the direction of where were moving to pick up a 15 ft. truck because that location had 11 of them. Did U-Haul offer to have someone drive a truck to a local location? No. I would have to. When I declined that offer, I was then offered a 10 ft. truck from 501 Texas Ave instead which I accepted because I really had no choice. To then compound the annoyance, not only we were offered nothing in terms of concessions for our trouble and their failure, the significantly smaller truck was only $20 cheaper, we had to order extra moving pads because we'd now be stacking everything on top of each other, and we were billed an extra $14 for exceeding the 126 mile limit of our rental. The distance from the pick-up location to the scheduled return location is 110 miles. How can no more cushion than that be provided? Clearly people have to drive the trucks more than just from one location to the next. Overall, the experienced worked out fine, but it was massively disappointing.
SCOTT HConsolo palmer manager is angel sent truly cares for customers . Her service goes above and beyond . Thank you very much.
Jose RLadies at front desk were awesome. Thank you
Dan CJasmine was very helpful and friendly!
Kathe MAttendants didn’t offer any help or assistance. The lady pointed in a general direction for me to unhook the trailer. I’m disabled and can’t pick up very much weight. Since the trailer doesn’t have a jack, I was forced to left the trailer myself.
Rodney CIt’s a good location. They did, however, charge us a cleaning fee even though we documented that we received the truck in an unclean condition.
ANGELA BI have 3 complaints, the first is that the drop off instruction do not match the facility at all. The "barcode" at the window to scan for the return process does not exist and the drop box is unlabeled and looks nothing like the orange box in the picture in the app. It was very confusing and very worrisome that I was doing the wrong thing and would be wrongfully charged. My next complaint is that when we were given the truck the gas gauge was just a tad under half, it was no big deal and set my expectations for what the company meant by returning the U-Haul halfway full. When I proceed to refill it the tank to halfway and it came in just that small tad under as it was given to me I assumed it was Okay because of how I was given the truck, but apparently not as I was charged for 3 gallons of gas at $5 each when it needed maybe a quarter to half gallon at the most to be directly on the halfway line. The last complaint is that despite requesting a dolly there were none available for us which made the move much more difficult. Other than these 3 things the truck ran as well as a moving truck can and the lady who helped us at pickup was incredibly friendly.
Maximillian HThe truck that I wanted and was comfortable driving was not available at my time of registration. It let me book the cargo van outside of hours , but it was not set up for that upon arrival. I then had to stay on hold with customer service for 30+ minutes just to get a different truck that we preferred not to use.
Lily PThe young lady working the counter this morning was exceptional. She was calm, professional, and was managing 3 lines at once by h err self!
Jennifer QThe two people who were working were very nice and trying to do their best. However, they were very understaffed and overwhelmed by the amount of traffic coming through this location. Also, the computer check-in system was not working, so they were unable to check in vehicles and equipments with their phones. This was not their fault, and they worked hard for a work around, but these digital systems need to be reliable so they don't put the human workers in a place of inefficiency. I have been renting U-Haul products every time I have had to move over the last 30 years. This was the worst experience I've had. Not entirely because of the short-staffing/faulty digital systems of this particular location, but the entire reservation process was really messed up. I had reserved a 15 foot truck and a utility dolly for a 10am pick up. I had made this reservation 9 days ahead of time and got a confirmation. The day before I needed to use the truck, I got an email saying my reservation had been updated and I would not be able to pick up the 15 foot truck until 2:15pm. I called and ended up talking to some centralized costumer service person, and they said maybe they could get me a 20 foot truck for no additional charge at the 10am time I had confirmed 9 days earlier. They were not able to do that. What is the point in having a reservation system if the reservation is not honored? It was nearly 100 degrees where I live the afternoon of the moving day, and it was about 10 degrees cooler that morning. That is why I wanted the truck for morning. I have never had this issue with U-Haul in the past, but I was very irritated by the entire process. Also, there dolly I had reserved was not available and I was forced to upgrade to an appliance dolly. Again, what is the point of a reservation if the thing you're reserving is not there? You sent me an email saying "dear valued customer"...I did not feel valued at all after being a loyal customer for 30 years. I want to stress that this was not the fault of the two overwhelmed people trying to keep the location at 501 Texas Ave S running...they did their best, but were not being supported as they needed by management or corporate (whoever is in charge of scheduling, and the digital platforms used). The next time I move, I will look into other truck rental companies before I make a decision of where to rent from...for 30 years, I have gone first to U-Haul and not thought of anyone else. You are losing the power of people by relying on digital systems that can easily break down.
George MCounter person was helping 3 people at the same time which created each of waiting at the counter for 45 minutes. They could’ve finished 1 person at a time and not adding people each time they walked in. First come first serve! This caused me to pay for moving labor that was shortened by an hour. I would not recommend this location if you’re in a time crunch.
lisa pThe worst staff ever. She just told me she doesnt have anything available and cancelled the reservation which she couldve done before I went there so I couldve saved my cab expense.
Siddhartha RGate customer service from Consolo P. She was super nice and explained everything.
Patricia FDont tell customers to return the uhaul to a different place, and then try and charge them for doing so. And then, make the person sit on the phone for a half an hour while it gets straightened out, by a condescending ass.
Robert ZWhen I ordered this online it came to about $70. That included appliance dolly and 10 blankets. When I went to get the truck the associate told me she did not have any dollies available so that was a waste of time to reserve that. Then when I got into the truck there were no blankets included. Thankfully she took that off of my bill? I went and put gas and filled it up right where it was when I picked the truck up. But then when I got my bill yesterday there was an $11 charge for fuel?! The girl helping me was very nice but overall it was not a great experience.
John SThe lady that helped us was fantastic. She was quick and very friendly.
Michelle MEverything was great, definitely recommend, thanks!
JAMES MNope your good!
Darren DThe GM was super nice and multitasked this morning to check everyone in. Made moving a lot easier and didn’t push any extra fees!
katelyn jThe nice gentleman working the front desk needed more help. One person trying to check in people with a line of 3-4 people deep the entire time we were there. He did a good job but get him some help.
Jason FMy issue are with the app and ease of use. WHAT A PAIN! I stopped using it when it started to ask me about my employers information. Perhaps I went down a wrong path, but I have no idea how. At that point, I gave up and when inside the people where way better and more helpful than the app.
Bianca HLocation was a little short staff. I had a bit of a wait upon returning. I did not use the app
janice tGreat customer service!
Michael BDidn't have an applicable dolly when I paid for one. Also didn't know I couldn't leave my car there during my short local move. I didn't see anything that was stated about that when I was making my reservation, but that would have been helpful to know ahead of time. Sales associate was great.
Jenny PAmazing and friendly service!
Aditya VWe were given a truck with a faulty brake line. The brake line did break causing us to be broken down in Abilene, Texas for over 3 hours
Jennifer BReservation was done online. The vehicle that I reserved was not available when I arrived because of “an overbooking”. I was able to get the vehicle about 3 hours later. I was still expected to return it by the original reservation time.
Thomas SHave blankets
Leland BSuper friendly
John LThere was a disgruntled customer that the employee handled very well. It wasn’t her fault but she kept her cool and handled it the best she could while waiting on several customers at once.
Juree CThey were friendly and very helpful.
Jon HThe man working the desk was very efficient and very helpful. However, mileage and fuel level provided on my rental contract were both listed incorrectly. He showed me how to update it during online check-in so I would not be overcharged.
Richard FNone of my extra things that I rented along with my uhaul were available to me. No pads, mattress cover, no dolly were provided for me after the extra fees I paid for
Isaac SFriendly, helpful staff. Van in excellent condition. Easy in and out on a short term no reservation, vehicle. Thank you🤠
Robert BVery friendly and helpful. Quick and easy return.
William DCustomer service was decent but the location is very congested with no parking for our cars or even the rental trucks. It was quite tough to navigate my 20 ft rental truck at the pick up location.
Karthik NThe initial quote was much less when I went to pick the truck, the quote went up by $80 which I believe wasn’t fair. I gave all the information both pick up and drop off from the beginning but still my quote changed for no reason. I was helpless at the last moment hence I had to pay for it. It was very disappointing.
Sohail LThe person at this location was fantastic, friendly and full of energy. She got me out in a few minutes.
Juan TLady that met me for drop off was friendly and helpful
Sabrina PWas charged an additional $150 for scratches…. When I filled up the truck with gas before dropping off, I didn’t notice any visible scratches when I was searching for the fuel cap. When I called about the additional charges and asked for photos, they told me to contact HQ since they didn’t have the photos…. My issue that I forgot to take photos before & after .
arthur tNothing. Everything was great!
Sheila HThe ladies running the a store are excellent
William DAttendant was too busy talking to college girls to help. Couldn't check in equipment or give receipt, now I'm having to call uhaul because it looks like I was charged extra amounts.
Melissa LMuy buen servicio estoy muy agradecido
jose vThe only issue we had was the wifi taking forever and freezing up the computers at the store, which delayed us about 20 more minutes than we would have liked. Staff was very friendly and apologetic for the delay and we recognized it was not their fault.
Salmah PThe brakes failed on my truck and found myself behind the wheel of a runaway truck. Thankfully I was able to crash the truck into a parking barrier to stop it. It was a terrifying experience that could easily have been fatal. Then trying to reach a real person on the phone following the accident was nearly impossible. I was seriously traumatized from the failure of the brakes and couldn't reach anyone to help me from U-Haul. What a shoddy operation. Renting defective trucks to innocent people and then making it extremely difficult to get someone to help. U-Haul should be ashamed and embarrassed.
Bill HStaff was pleasant and very helpful
Lori HThe air conditioner in the truck didn't work and it was extremely hot while driving. That is unacceptable.
Erin M