Customer Reviews for U-Haul Moving & Storage at Airport

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.

Testimonials from recent customers of U-Haul Moving & Storage at Airport

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Donald W. on

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I have used this location 3 times in 6 months and I couldn't be more happy . Brandon the Mr is very helpful I recommend them as often as possible 5 stars

Tony P. on

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Customer did not leave a comment.

Joanne R. on

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Employee was exceptional and friendly. He deserves a bonus and paid vacation ??

Norman F. on

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JUDITH J. on

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Jim W. on

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Pricing was high enough I had to move.

Lydia R. on

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Customer did not leave a comment.

jay w. on

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location could not get the Safe Tow into my contract after many tries. I had to tow without it on the contract. They said its in the notes, so I'd be OK. I don't think that would have been the case had something happened during the move. Also, the cargo light was inop and that was a big problem for me.

Christopher D. on

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Dont remember his name but the super tall guy at the airport location in Roanoke Va was great to work with. Got me in,out and on my way.

Jeffrey G. on

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James L. on

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Excellent service. Quick and easy pick up and drop off.

kevin t. on

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great experience and wonderful equipment.......will definitely be back to rent again

Bradley S. on

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Customer did not leave a comment.

Richard K. on

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Rental was kind of pricey

John W. on

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JONATHAN M. on

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I initially went to the location two weeks before my original scheduled rental date of 06/01/19. I went there to confirm that my vehicle's trailer hitch was suitable. I was told that it was. When I went to pick up the trailer on 06/01/19 I was told that I could not rent the trailer because I did not have a wiring harness. This after the SAME individual had informed me two weeks prior that my vehicle and hitch were suitable for a trailer. I returned to the location two weeks later to have a wiring harness installed. After the installation, one of my turn signals was not working and my air bag light was on. I thus had to return the next day to get this remedied. They were able to fix the turn signal but not the air bag light. While I realize that the lights probably aren't connected to the air bag circuit, it's a very interesting coincidence. The owner gave me a $35 credit towards the harness installation for my inconvenience, but that pales in comparison to the $100 it cost me to have a dealer diagnose my air bag fault code. Lastly, the location is horribly understaffed. It is not uncommmon for only one person to be running the entire operation. Bottom line: don't go to the U-Haul on Herschberger Road in Roanoke!

Tony S. on

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I'm Very Satisfied For What I Pay To Rent From You Guy's.

Jason L. on

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We tried calling this location when my booking got changed and they were not helpful and very rude on the phone. They did not want to help us or even look up my booking to assist me.

Jere B. on

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Customer did not leave a comment.

Derek G. on

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Looked very clean and neat. The outside was organized very well. The location was well lit for an after hours drop off.

Peter C. on

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Jesse R. on

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Staff person was awesome and the truck was clean but air conditioner did not work and truck did not have cruise control. Made for a rough 6 hour drive in 95 degree heat.

Ashley J. on

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Amy W. on

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We tried to call them several times with no one answering before we arrived at 6:45. They close at 7. The employee told everyone in the store that they needed to leave. We were told that the employee didnt know how to do a return credit. This a u haul rental business, that is all they do. How could someone there not know how to do this? We were told to park the vehicle. We took pics of where we parked and the business sign ,etc for documentation. Put the keys in the drop box.Retuned at 9:15 on Sunday. The van and car hauler were rented before we were able to receive a return credit. That employee was very helpful. The store was very busy and our wait time was about an hour. Again, just wish for more efficiency with the return and suggest training for employees

doris m. on

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I have no idea how to make it better, they were very courteous and quick.

kari w. on

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Customer did not leave a comment.

Piotr J. on

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I dropped off my trailer and the tech never scanned it and now they are charging me an extra day, what bullshit is this.

Jessyca B. on

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Donald B. on

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They made the drop off so efficient that I think I was in and out in about 5 minutes.

Donald P. on

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This was the location i originally made the reservation for a round trip. They changed my reservation to a one way without my permission. Forced me to drive back and forth from the pickup location to return the truck. It took me 2 hours to return the vehicle. The gm was rude, raised his voice and got snotty , even though it was their mistake that they didn't change the return location when they shifted my reservation. then wanted to tack on an extra 300 dollars for a one way charge.

Monica R. on

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I had a great experience. Nothing to improve on at this time, just keep doing what you doing all my stuff was in order when I picked up my U-haul and when I asked about something the guy Will was very nice and was aware of any questions I had so very good customer service!

Robert L. on

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Customer did not leave a comment.

melvin w. on

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Terrible experience. Booked 3 days in advance and had a confirmation of reservation and had a follow up call a day prior to pick up and yet did not have a UHaul truck available when I went to pick up. Customer service kept transferring me the wrong number and no one takes responsibility at this company for a mistake. Will not be using U haul again.

Deana D. on

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Was hard to get into lot and took a while to find a spot to leave the trailer. Successful after a few times around the block

Marc F. on

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The automated system had myself and 2 other customers reservations completely screwed up and there was only one person working so he was stressed out so badly that his customer service was inbthe toilet. Your team mates

Jeremy S. on

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It would be helpful to use more than one worker on a busy Saturday morning. Also, ensure employees have proper customer service etiquette and facilitate customers during anticipated high rental days. Rude and physical sloppy appearance will not encourage customers to return!

Crystal T. on

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Michael G. on

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Just have more staff. There was only one person working, but he was still fast

lisa g. on

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Phuc T. on

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tony s. on

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Have Gas Tanks Full !

debra w. on

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Brandon at Hersberger, Roanoke, Va is Awesome. A 10

Sherry S. on

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Customer did not leave a comment.

Dustin C. on

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Terrible customer service. Was on hold for well over 40 minutes for 2 phone calls. Couldn't get my total from the guy that checked me out, he told me "basic math man, basic math" then after i finally got him on the phone, i received the same attitude and run around from him. He told me "id have to wait, it mighy be 20 minutes." Ill definitely NOT be using this location again, if i dont decide to use a completely different company all together.

Ronale P. on

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Instead of posting a sign tell people verbally about folding the pads.

david b. on

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Dana A. on

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Make sure equipment you get is serviceable. On the dolly, the braces were loose and need to be welded. Unit was very rusty. Should not have been given out at all

Devon Mackensey M. on

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Carolyn D. on

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The customer service was great! The gentleman that assisted me was very professional, cordial and helpful.

Caitlin C. on

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Better maintenance on trucks

Robert C. on

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Was charged a gas fee even though it was brought back with the fuel I left with tried to fix at the store they made me call customer service feel they should be able to fix this discrepancy at the location

tony s. on

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Make Sure Trucks Are Clean !

John K. on

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great service

Tina M. on

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When I showed the uhaul worker the water damage to some of my late son's things she showed little to no emotion!! Like well, that's your problem, knot mine. Well, when I'm feeling up to it, you can bet it's going to be mentioned online, as well as my blog post!

Barbara D. on

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It was extremely hard to get someone from the Hershberger Rd location on the phone to schedule my U-Box pick-up. I had to call 4 times over a 1.5 week period, they kept transferring me out to the national call center and/or saying they would call me back later. Once I finally got it scheduled, and arrived at the scheduled time, they did not have the boxes ready and told me to come back an hour later. Shipping from New Mexico, my boxes were also a day later than the "guaranteed" arrival date. Not a good experience with the Hershberger U-Haul location.

Daniel S. on

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Sydney W. on

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Jordan B. on

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I had a great experience. No complaints or improvements

Donita A. on

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I was very disappointed in my rental experience. We were first told we could pick the truck up in Fairlawn, VA. Then I get a call advising we have to pick truck up in Wytheville, VA which was way out of the way. So we worked it out to pick the truck up on Saturday, June 15 at Hershberger Road, Roanoke, VA. We get there on Saturday and they advised they didn't have a truck for us. Finally someone cancelled the 20 ft, but we were suppose to have the 26 ft. So we took it. Then the terms changed. Is was suppose to be 5 days for $105.00 plus tax and 120 miles? They only let us have it for 9 hours, charged me $137.18 any only gave us 90 miles. Very dissatisfied. Will not use U-Haul again unless the price that was quoted is revised.

Sin Wook Y. on

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Some of the staff were professional and courteous. However my equipment was not ready, they changed the location on the reservation day without notifying me.

Henry E. on

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Joanne Y. on

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donald w. on

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I am completely satisfied they do a great job I've rented 6 times from uhaul and they are just great

Taylor G. on

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Some issues with equipment condition. Staff seemed overworked

Bob B. on

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Very friendly

jennifer s. on

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Customer did not leave a comment.

Glenn C. on

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None. A great staff.

MaryAnn T. on

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When I reserved, many trucks were available, I reserved April 1st for May 31st.then they sent me elsewhere. Obviously they rented out to walkins

MaryAnn T. on

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Have the Uhaul truck available in the city reserved. I reserved months in advance and many trucks were available in Charlottesville VA for that date.. Then they sent me to another town 40 mins away. It is wrong to rent out vehicles for walk-ins over people with reservations.

Brennan E. on

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This was the absolute worst experience I have had with U-Haul. I tried picking the U-Haul up using the mobil feature and it was a nightmare. My pickup was scheduled for 6:45p and I did not actually leave the lot until an hour later at 7:45p. I took all of the required pictures and a U-Haul representative messaged me in the online chat asking to resubmit the back of my drivers license photo. I submitted that and the status changed to pending approval. I waited 20 minutes in the pouring rain and still did not here anything back from the representative so I had to call the 1800 U-Haul number. I was the connected with a representative that said, “I’m not sure what the last person was doing but I took over the online chat.” This made me feel even more uneasy about the situation. The representative the said, “ok everything is good now just keep hitting continue.” I let her know right away that the estimated mileage was wrong and she said, “it’s ok just hit continue or you can change it.” I was definitely not going to hit continue until everything was correct. I had to get the mileage corrected and then hit continue. I then got back on the phone and let her know that I hit continue and she then said, “ok everything’s good now.” and then hung up on me. Luckily I was able to figure out the rest. This was by far the worse experience that I have had with a moving company and terrible customer service.

richard s. on

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Customer did not leave a comment.

john A. on

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The folks at this location took very good care of me! I would definitely recomend, and use them again!

lucille r. on

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The truck was leaking and some of my furniture got wet. I feel that the cost should be less.

John F. on

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Heather B. on

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Kelly D. on

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No improvements needed.

michael s. on

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hire another person. the man working had a bunch of people in line... he was STILL friendly and courteous and running like a nut.. he should get a raise...

Barry H. on

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The tow dolley I rented would not fit the truck I wanted to tow.got charged for it anyway

ben h. on

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Customer did not leave a comment.

Tabitha C. on

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We had a great experience with the locations help and equipment.

MARY B. on

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Need 2 people at all times. Long wait..like 1 hr to get rental. Unable to enter store to return. Clearly a mgt. issue

Donald R. on

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Customer did not leave a comment.

Dean K. on

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Be a little quicker. Might be understaffed. On the flip side, the truck that was supposed to be there at 11, wasn't there, and the clerk called and they said 1:45, so he gave us another one so that we could be on our way, which was the right thing to do

ALEXIS D. on

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stewart b. on

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Carolyn M. on

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doug n. on

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Manager was rude and less then professional. He needs a course in customer service. You don’t rent a storage facility and make the customer wait 30 minutes before coming to unlock it. More but no roo.

Mark H. on

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Ordered 20 foot truck. Truck was on site but they could not find the keys. Took 15 foot instead but still charged for 20 foot trick. Went to correct and only one person on duty and 6 people waiting, trucks backed up out front to extent that people could not get their equipment out of lot. One employee working cash register, checking in returns, renting equipment and answering the phone. Spent an hour trying to get refund. Your website does not work for returns and the rental process is flawed on line. You are losing a lot of money because of these things. Feel free to call me.

Jason M. on

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Andrew S. on

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Customer service at this location was great. Easy to deal with. No issues picking up or dropping off equipment.

Diane S. on

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cost effective way to move long distance when there is storage needed

Gershom R. on

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jose g. on

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Taylor A. on

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Eugene G. on

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Robert B. on

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GAIL A. on

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The Customer Service at this location is EXCELLENT!! I couldn't ask for better service! "Brandon" is dedicated to his customer! Every contact with him was OUTSTANDING! Due to my experience with Brandon, U-HAUL is at the top of my list for rental trucks. Thank you for this opportunity to give you feedback. It was a pleasure to deal with Brandon.

Lee B. on

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Bob S. on

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Need to hire some more help. If you haven't reserved online you are put on the back burner. Should be first come first serve.

Patrick C. on

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Had reservations, not at this location. Reservation cancelled the day before it was needed. Unacceptable customer service overall.

Anthony V. on

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Tim A. on

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LYN N. on

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Roy R. on

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Bridgette B. on

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Will use again

Stanley R. on

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Mark P. on

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ANTHONY K. on

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Suzanne A. on

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Figure out a way to help them estimate how much weight to put in each Box. I mhad no furniture, but my Loader had to struggle a little with one Box that had a lot of heavy books in it, and we almost did not get it loaded...but for a little assist from a tractor.

Walter B. on

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Truck cargo area was filthy inside, looked like previous user had used it to haul cement bags. Attendant did mop out the cargo area, but not the 'attic' area. Hand truck issued had to be the oldest in the U-Haul fleet, unmatched wheels with one of them missing some tread and also dirty. Reserved 3 months in advance for local pickup, turns out nearest facility with the proper truck was about an hour away. This resulted in over 3 hours lost time that could have been spent packing and loading. You would think with computer data on whereabouts of the proper requested truck, given 3 months advance notice, keep be picked up at the desired location. They did give an additional 80 mile mileage allowance.

mac m. on

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Richard M. on

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I picked up a trailer on Sunday morning. Single staff was overwhelmed by volume at 9 with 6 to 8 customers in line. He did his best but staffing wasn’t good causing me to wait an hour before I got on the road.

mark a. on

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Need to rethink your trailers, meaning the stickers on the fender “55” for the speed most speeds on interstate is anywhere between 55 and 70 other than that good job

richard g. on

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james j. on

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Emily B. on

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I guess I would say to keep on doing what you are doing as I thought everrything was was just fine

Anne G. on

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Donald H. on

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DEBORAH John R. on

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excellent service and the price was very affordable. This is definitely the way to move. Prompt delivery of the box and stayed on schedule through the entire process. Impressed with the entire operation.

Joseph C. on

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This is the best center in the Roanoke area. The manager, Brandon, was very helpful.

Jennifer W. on

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drop off location was changed and extra payment was needed after paid in full...

Delmer F. on

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mitchell w. on

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Excellent customer service. Can't praise them enough.

Randy S. on

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Daryl L. on

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robert e. on

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The manager was awesome he knew what he was doing as for everyone else painfully slow and it was the computer systems and lack of know what was going on... Upgrade, upgrade. The online service and local service have no idea what's going on....

Michael H. on

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Quick, Easy and Will was very courteous.

Eric B. on

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Customer did not leave a comment.

Danielle H. on

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There were literally 8 people with 8am reservations and 2 more that walked in and only one guy manning the store. My dolly was not in my truck. I had to go back for it. More than 1 person should work weekends!!!! Very upsetting to wait for 45 min when i had people ready being paid by the hour!

Ken H. on

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Candy H. on

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I really felt that the Hershberger Rd, Roanoke, VA certainly needs more than one employee in the store to attend to customers. The gentleman that was there was very professional and was being harassed by customers because he was the only employee ( truly not his fault.). He maintained his professional attitude despite the foul language and rudeness and the need for the employee to have to constantly move various vehicles on the lot for customers to access their leased vehicle. Kudos to the employee.

mark a. on

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Have more than one person waiting on customers the gentleman that was working had his hands full other than that good job

Mary H. on

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There super nice people that work there,an very Accommodating to our needs

Lauren W. on

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Excellent location, easy to get to, and customer service was great; only drawback is that there is limited customer parking there and was difficult to access the lot.

dwayne s. on

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Bruce J. on

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Brandon did a good job!

David B. on

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randy v. on

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ALL GOOD!

Gina O. on

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Martin C. on

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The manager was unbelievably awesome....handled the busy morning by himself without a hitch.

Lance B. on

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Woodrow R. on

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Well, I was not properly informed of how the equipment works. I left the location not knowing how to turn the air conditioning on. No one was there t help a new customer only to take money so his phone answering time imposed a restriction on his even being able to think about such things, so it wasn't his fault. Some people might be upset but my tri was very short. The cost was excessively high. It began with a low per day cost but the real cost ended up being $60. #3 I wanted to ask the other man Brandon I think a question but after he got a bend in his drawers over the very mention of the cost that was it for him and he was back to the phone to shut me down with a fake call I guess. My question was, and still is, if I had decided to keep your truck a 2nd day would that have brought the per day cost down some? My overall experience this time around is rather poor so the next time I need a truck to use I think I need to search out somebody else who is actually hiring professionals... who have been taught the value of having repeat customers. They simply were trained by nobody I suppose, just handed the keys and told where and when to punch a timeclock. Someone higher up the chain of command totally failed to train U-Haul employees.

Jean W. on

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Marcquel S. on

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Katie B. on

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Michael B. on

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In and out good service!

Keith H. on

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Drop off was quick and easy.

Jennifer C. on

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My experience was absolutely horriable

Gail C. on

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Keven M. on

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NINA M. on

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Jazelle M. on

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Gerald A. on

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David R. on

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Matthew G. on

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Yschika S. on

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Frank H. on

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Convenient and friendly staff. Helpful with questions I had etc. Would use them again for sure.

Preston E. on

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They was great and help me to the fullest of their ability

jim b. on

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I had a problem when the U Pak box was received by me in Cape Coral,FL one hinge was completely loose, couldn't get the door shut. I had to repair,it.When it arrived the whole side was loose.

JAMES W. on

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Courteous service and well maintained facility.

Gary D. on

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I felt good leaving my furniture, possessions and memories in the U-Haul storage facility for the year. I would do it again.

Deborah P. on

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Everything went well, staff friendly, service good. Only consideration if Ubox is for outside storage, despite being under cover, many of my items got moldy. Everything cleaned up well.

Leroy S. on

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They were nice and kind they help me with any problems show me how to do the card key they took real good care of me

James S. on

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Staff were very friendly and helpful,but I had to go the facility to get questions answered. Anytime I called they did not answer the phone. I wanted our U-Box picked up early, but no answer.

Kathryn E H. on

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Service was good though our storage unit was not ready for us. We had to wait while the unit was cleaned. If our needs ever require us to rent a truck again, we will come back to this location !!

Virginia H. on

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Need lights in units.

michael z. on

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over 2000 bucks worth of tools stolen out of here ,weather or not the video shows or not is to be seen soon but id never go back nor recommend anyone here

Donna J. on

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Great service!

Brenda B. on

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Easy to work with

Carol K. on

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storage unit not working-another unit (larger) was provided instead at same cost-also, provided a dolly at no charge. thank you

KARA S. on

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N/A

SHAINA W. on

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They made the wrong right. Good customer service.

Christopher H. on

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Great job as always!

WES G. on

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Thanks

muhammad h. on

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Awesome!

frances s. on

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On time and truck very efficient. Did their best to please!

Robert H. on

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I asked them to help me unload which would have taken about a half hour. the manager said ok when his next person cam in and then went home and didnt help

Ronald c. on

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Excellent service and staff were well trained Will use your service again in the future 👍👍👍👍👍👍👍

Phyllis T. on

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Great experience! Thank you!

Benjamin C. on

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DELIVER WAS DELAYED BY 3 DAYS WITH LITERALLY NO EXPLANATION. The person who actually delivered it was nice, but WHAT THE HECK on delaying by 72 hours?!?

Grace W. on

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The uhaul storage unit had fiberglass lining hanging down blowing on everything. The maintenance staff refused too fix it. I waited a hour hour. Per the management all the units have lining hanging.

Tiffany J. on

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The staff at this U-Haul facility were absolutely wonderful. I had my things in this storage location for about 9 months and they were in pristine condition when I took them out this weekend.

amina a. on

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Moving and transition are very stressful occasions. I believe I was a "special case" as I was really confused and stressed. process.The manager and staff took good care of me!!

Robin P. on

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Upon moving my belongings out of storage I witnessed cockroaches. I didn't have cockroaches before moving in. I tried to call the office many times and the number was unavailable.