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.
Brandon C is THE ABSOLUTE BEST!!! I’m Deaf and he went out of his way and above and beyond to help me!!! I recommend this location and none other!!!
Laura C.
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Overall Experience
Rating:
5.0
Parking your trailers so your customers can pull out with ease you might want to invest in a trailer dolly so you can straighten up trailer parking lot
STEVENHOWARD L.
Rating:
5.0
Customer did not leave a comment.
RANDELL R.
Rating:
5.0
There were some real challenges I had getting the 15' Uhaul and trailer. I made a reservation over a month ago and only a day or two before was told that the truck would not be available. I was referred to two more locations and had to do a lot of calling to arrange for the truck and trailer that were ultimately secured at the Roanoke location.
kit L.
Rating:
5.0
Customer did not leave a comment.
LEONARDJOHN K.
Rating:
5.0
The service was really exceptional when I picked up the unit. She was very kind, friendly and helpful in getting me connected and out on the road.
ROGERLEE S.
Rating:
5.0
Customer did not leave a comment.
JONATHANTHOMAS K.
Rating:
5.0
Customer did not leave a comment.
LUCASSTEVEN T.
Rating:
5.0
Customer did not leave a comment.
MICAHEL B.
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Overall Experience
Rating:
5.0
People have been awake too long for service If you can speed up the time it will be so much better
TIMOTHY Z.
Rating:
3.0
Dropped off my trailer on my drop off date. Dude was very kind and said they're would be no issues. And then got a $30 bill for late drop off!? What are you trying to even pull uhaul corporate?
Lucas W.
Rating:
5.0
Customer did not leave a comment.
HARRYALBERT W.
Rating:
5.0
Customer did not leave a comment.
Thomas B.
Rating:
4.0
the agent that checked me out and back in was efficient, polite, courteous, and handled a line of four or more customers/rentals and the telephone ringing in short order. I was fourth in line and drove away with my rental in less than 15 minutes.
THOMASFRANCIS W.
Rating:
5.0
Customer did not leave a comment.
DONALDRAY H.
Rating:
5.0
Customer did not leave a comment.
joseph B.
Rating:
4.0
Customer did not leave a comment.
Robert G.
Rating:
5.0
Big thanks to the 2 helping me today, excellent service and very professional.
MARIONDALTON C.
Rating:
5.0
Customer did not leave a comment.
Jere B.
Rating:
4.0
Customer did not leave a comment.
PAMELIALEE C.
Rating:
2.0
My U-box had been loaded in Tampa and shipped to this location where it had been in storage for two months. I contacted the facility and scheduled a pickup at 7:30 AM on July 02, reserving a trailer for transporting the U-box and a pickup truck to tow the trailer and the U-box. At 7:00 AM an employee called and explained that they didn't have a trailer that I'd reserved two weeks previously but would try to get one. They DID get a trailer 6 hours later, but this screwed up the arrangements I'd made with the moving company that were scheduled to unload the U-box in the morning. Additionally, whoever attached the trailer to the tow vehicle neglected to hook up the trailer's lights, a potentially serious safety concern
GARY W.
Rating:
5.0
Customer did not leave a comment.
ROBERTJUNIOR E.
Rating:
5.0
Customer did not leave a comment.
JASONANDREW M.
Rating:
2.0
15 foot truck was in great shape, however the Auto-Transport was not well maintained/complete. The associate who helped us attached the Auto Transport to the 15-foot truck did the bare minimum, even stating that he "didn't know how to load a vehicle on to the back of the Auto Transport" and "he didn't want to be responsible for my vehicle crashing on the highway". Thankfully another customer who had experience with loading vehicles onto Auto-Transport trailers who helped me load my vehicle. Upon returning back home and before starting my trip, I realized that one of the safety chains at the front of the Auto Transport did not have the S-hook to attach to the structural frame of my vehicle. It was dragging on the ground between the U-Haul location and our home. I used zip-ties to attach the chain to the frame for our 700 mile drive. Upon returning the trailer to the U-Haul at our destination, the employees were stunned to see that the S-hook was missing.
JOSEPH SCOTT B.
Rating:
5.0
Customer did not leave a comment.
JOHNWESLEY G.
Rating:
5.0
Unfortunately, we do not remember our customer service representatives name. She was absolutely wonderful when we picked up and dropped off our truck. Very polite, friendly and knowledgeable (hair was worn in awesome braids). If we ever have any other moving needs, we will be sure to visit again. Thank you!
JENNIFERLYNN H.
Rating:
4.0
For the next trip, there should say something that water will get in the truck. I had to file a claim because of my items that have been soaked with water.
NICOLE B.
Rating:
5.0
Customer did not leave a comment.
Eric E.
Rating:
1.0
Brandon Cummings and his associate were not people friendly that day also I was given a vehicle that didn't have a working AC. Also the gas was not on a quarter tank when it was given to me but they wanted it back that way smh... They estimated my price to be around 70 but charged me 111.00 I am not happy with this place and would not recommend it to anyone ever! I will not be back! I was being acused of yelling and was only trying to get my point across but Brandon and his co worker wasn't trying to hear anything I had to say
AMRAAMBER K.
Rating:
5.0
Customer did not leave a comment.
Laura C.
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First Impressions
Rating:
5.0
Customer did not leave a comment.
Ira P.
Rating:
5.0
I found everyone I encountered at Roanoke Airport U-Haul to be cheerful, polite and helpful.
William L.
|
Overall Experience
Rating:
1.0
I rented a 20 foot uhaul truck and a 6 x 12 trailer to move my family to a different state. The uhaul customer service rep at this location told me to go home and load my uhaul first and then come back in a few hours to get the trailer. I did just that. When I returned by 4pm on that day, an hour earlier than pick up time for the trailer, uhaul told me they had double booked my trailer and gave it to someone else. They then sent me to a different uhaul store 15 minutes away to get a trailer. They told me they would call that store and explain the situation. When I arrived at the next store, that call had not been made. So I had to explain my whole situation to that store employee. Finally, he was able to give me a 6x12 trailer. We went outside to hook it on the back of the 20ft truck. After hiking it up, we found that the trailer lights didn't work. So we unhooked the trailer and after another 20 minutes, they were able to give me another trailer. We hooked that one up. And again, the trailer lights didn't work. We then discovered that the trailer light connector on the now completely full 20 ft uhaul I had was defective. After over an hour at the second store, I decided that I would just have to take the truck 4 and a half hours away and make my move. Because I could not take the trailer, I had to rent another 15 ft uhaul for 3 weeks from now to bring the rest of my personal items to where I have moved. This resulted in me having to work our arrangements to keep those items where they were until I could come back in 3 weeks. Uhaul failed in multiple ways and made my move very difficult. All is this, and not one time did a representative at either store offer me a discount on the current truck or on the additional truck I've rented 3 weeks from now. This is extremely poor customer service.
JAMESMARK H.
Rating:
5.0
Customer did not leave a comment.
Julia J.
Rating:
3.0
Vehicle was not clean and smelled of pipe smoke
Body damage, scratches and scuffs we not acknowledged by agent prior to delivery (requiring a delayed departure to find an agent and point out the damage)
Tire pressures were grossly off, and vehicle indicated a oil change was due almost immediately - serious issues for a truck rented to haul things
ROBINWHITSON H.
Rating:
5.0
A breath of fresh air to deal with a rep who is on it. Monae was the best, she handled everything perfectly. Your phone rep actually did our reservation incorrectly and Monae figured everything out and fixed it. I would also like to say i got experience seeing her handle some rude clients who never showed up their reservation and were trying to pressure her and be rude to get her to release to them a truck that was promised for aomeone else. Before this even atarted i hshe mentioned needing to go and pick up her wife from work and even though she could have handled them differently, i would have, she answered their questions and accusations-repeatedly- without ever being unprofessional. Not once did she get rude. She is an asset to your team for sure, an an excellent representation of your company and deserves recognition times ten for what i witnessed. Excellent experience, thank you for not making the whole move crazy.
REBECCAJULIANA O.
Rating:
3.0
One tail light was not working on the tow dolly I rented. Told the kid who was hooking it up and he didn't seem to care. Really checked out. Luckily I was using magnetic tow lights. Dolly didn't look like it had been greased forever so I did it for you. Also had to guage up the tires.
Donald W.
Rating:
2.0
Customer did not leave a comment.
Marvin F.
Rating:
5.0
Very good service
FRANKWILLIAM B.
Rating:
5.0
Customer did not leave a comment.
WALTERJUNIOR W.
Rating:
2.0
If you are going to take reservations and confirm reservations, you might want to actually have the truck. I reserved a one-way truck weeks in advance. I received a confirmation email. When I arrived, the clerk told me they did not have any one-way trucks. I was there for some time before he finally handed the keys w/o any explanation as to why there was now a truck. The truck was fine, though handled poorly. We were also given an address for drop-off that did not exist.
LUANNECUNNINGHAM R.
Rating:
5.0
Customer did not leave a comment.
HARRYALBERT W.
Rating:
5.0
Josh was extremely helpful and made the pick-up smooth. Great experience.
ANDREW S.
Rating:
3.0
The UHaul rep wasn't very familiar with the equipment and gave little instructions. No mention of receiving a text on equipment condition, etc..
DAVIDNELSON H.
Rating:
3.0
Customer did not leave a comment.
JENNIFERMARIE B.
Rating:
5.0
Customer did not leave a comment.
William L.
Rating:
5.0
Customer did not leave a comment.
GREGORYCHARLES C.
Rating:
5.0
Customer did not leave a comment.
ANTHONYWAYNE T.
Rating:
5.0
Good job
HEDYSUSAYE B.
Rating:
3.0
Park the equipment so the customer can get it out of the spot without it being piled up together or behind each other. Don't provide dirty or disfigured equipment. Hire adults instead of younger teens or appearing to be teens that are unexperienced.
MEGHANELIZABETH S.
Rating:
4.0
Would be excellent if gate worked.
donavan a.
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First Impressions
Rating:
3.0
Customer did not leave a comment.
Vicky R.
Rating:
4.0
Customer did not leave a comment.
JUSTINTODD M.
Rating:
4.0
Customer did not leave a comment.
Thomas L.
Rating:
5.0
Customer did not leave a comment.
Harry M.
|
Overall Experience
Rating:
4.0
Customer did not leave a comment.
MICHAELRANDOLPH B.
Rating:
1.0
Brandon had an attitude from hell-o with pickup said I was Inconvenience, also didn't want to honor a price I had gotten from customer service due to having to drive an hour each way to pick up my equipment. He told me “it is what it is at this point†when I threw a fit about the price, but by the time I dropped off he changed his tune, even helped me solve an issue I thought I was having with the closing of the contract. I give a 5/10.
Rachael W.
Rating:
4.0
There is a need to explain the U-Haul online registration and return, as I had already left the facility before I realized that I needed to go on-line to check the truck back in and clear everything. The manager was exceptional in assisting with the exit process.
RICHARDBYRON L.
Rating:
2.0
Well first thing off the credit card no touch pay was not working then was has to see my credit card not that i don't mind but no touch pay is the best way .Secondly the equipment was not really road safety ready there was a piece of the equipment that was broke this causing concern for the safety of other travelers. This piece of equipment should have been removed and fixed before allowing too be rented. I can say the time it took to get me on my way with the equipment was 35 to 40 minutes way to long. I can't at this time say for sure if I will ever use U-haul again.
WILLIAMDAVID H.
Rating:
3.0
over charged me on the gas mile
BEVERLYANN H.
Rating:
5.0
Customer did not leave a comment.
Neama S.
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First Impressions
Rating:
5.0
Customer did not leave a comment.
MOHAMED K.
Rating:
3.0
Nothing
CHARLENEELIZABET J.
Rating:
5.0
Customer did not leave a comment.
Karrie W.
Rating:
5.0
Customer did not leave a comment.
ROBERT F.
Rating:
5.0
The manager, Brandon, was simply excellent.
William L.
Rating:
5.0
Customer did not leave a comment.
John V.
Rating:
5.0
Brandon, the manager, was very organized, cheerful and helpful.
William L.
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First Impressions
Rating:
4.0
Customer did not leave a comment.
TIANASHEYNAE S.
Rating:
5.0
Very professional and quickly got me checked out. Very nice crew working.
ALAN M.
Rating:
5.0
Customer did not leave a comment.
RASHUNDOMINICK M.
Rating:
2.0
We showed up to find out there were no storage units available even thou one was reserved. We had to find another storage unit in a hurry with a different company. We also had to wait to be taken care of because there was only one person who was trained to use the computer. The card was charged for gas even thou we only drove 11 miles and put $15 worth of gas back in. We would have never went with Uhaul if we would had known there was no storage units. Check your rental trucks for the correct amount of gas vs miles before you give them out and also dont let people reserve storage units if you don't have any!
SANDRALJEAN S.
Rating:
4.0
The 5x10’ storage units are difficult to access. Although everything fit, it was challenging to get the sofa fit. For the extra $10, get the 10x10’ unit if you have larger furniture.
Harry M.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Harry M.
Rating:
5.0
Great experience
Samuel L.
Rating:
4.0
Improve after hours drop off for trailers, was not able to complete or submit online with my phone, process needs to be a little easier. Other than that everything was good
CLAUDETHOMAS H.
Rating:
5.0
Customer did not leave a comment.
JEROME F.
Rating:
5.0
Customer did not leave a comment.
Oliver G.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
BRIANNEAL J.
Rating:
5.0
Customer did not leave a comment.
BRIANKEITH H.
Rating:
5.0
Motorcycle trailer handled very well, over all excellent looking forward to renting down the road
DALEERIC D.
Rating:
5.0
Customer did not leave a comment.
PETER B.
Rating:
2.0
We were not able to use the app to check in and the process was confusing, ended up being charged extra. I reserved online but had to do it all over again basically in person. Waited a long time due to low staffing.
KRISTIAN C.
Rating:
2.0
Lost a lot of items because of rst infestation
Ruth T.
|
Overall Experience
Rating:
1.0
The self check in process is ridiculous. I did not know they would call my contacts and so I got frantic phone calls from my family thinking I was being scammed. The mileage rate is exorbitant - almost one dollar per mile which ended up being more than the rental cost for the truck just for an in-town move. I will never rent from Uhaul again.
Andrea W.
Rating:
5.0
Customer did not leave a comment.
CASEYLYNN W.
Rating:
5.0
Customer did not leave a comment.
KATHYALTIZER B.
Rating:
5.0
Customer did not leave a comment.
William L.
Rating:
4.0
I was told at pick up that I would have an additional$60 charge for using a green dot bank card. I was not told that at reservation. Then when I asked if it was just their local policy he said no that it was company wide. I have rented uhaul 4 times in the past year , with my green dot card and never was charged an additional deposit. Then when he rang my card it declined even though funds were well beyond ample. Had to use another card . Seemed suspicious...
MARTES H.
Rating:
4.0
I tried to call the number for this location to ask a question regarding extending my reservation and I could not get through to talk with someone. I did not want to extend my reservation and get charged another 4 hrs when I may have only needed it another hour or so.
TIMOTHYRYAN S.
Rating:
2.0
Didn't have no good alignment was very dangerous to drive
JINMY S.
Rating:
5.0
Customer did not leave a comment.
John W.
Rating:
2.0
Very rude man working at desk!!!! Not helpful at all.
Danny B.
Rating:
5.0
Customer did not leave a comment.
CLYDEWAYNE S.
Rating:
5.0
The first time ever having problems with a tow dolly, and I have rented many from uhual
JESSELEE J.
Rating:
5.0
Customer did not leave a comment.
ALPHONSO T.
Rating:
4.0
Customer did not leave a comment.
Gregory T.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
MICHAELBARRY Y.
Rating:
1.0
Let me book a 15' when they didn't have any and I had to use a 17'
William S.
Rating:
5.0
Fast and friendly service!!
NICOLEDARICE K.
Rating:
5.0
What I didn't like was standing around 10 to 15 minutes waiting for someone to come inside to talk with me..
HELENAA D.
Rating:
5.0
Customer did not leave a comment.
Keith M.
Rating:
5.0
Customer did not leave a comment.
JENNIFERELAINE G.
Rating:
5.0
Customer did not leave a comment.
CHERISHDAWN B.
Rating:
5.0
The manager was very nice and helpful
NORMANODELL S.
Rating:
3.0
They cheat u on mileage second time .. my mileage out was different from what was on the computer checking back in .. I take a picture of the mileage and gas with my phone each time .. the last time it was corrected .. this time I have to wait on a manger to come in on Monday and tak with him.. they guy who was working Saturday would not correct the mistake .. we'll see Monday 10th what happens
GWENDOLYNLAVERNE B.
Rating:
5.0
U-Haul trailer rentals are one of the few great values left in the world today. Also, the manager at this location is the best. He calls me by name every time I'm there. Such a great guy, great location and overall great experience. Thank you
William G.
Rating:
5.0
Customer did not leave a comment.
Clifton A.
Rating:
5.0
Customer did not leave a comment.
Madelline R.
Rating:
5.0
Customer did not leave a comment.
Derek H.
Rating:
5.0
Customer did not leave a comment.
Derek H.
Rating:
5.0
Had a last minute issue come up, and uHaul was very helpful in my request.
DARRELLROGER R.
Rating:
4.0
Customer did not leave a comment.
MICHAEL M.
|
First Impressions
Rating:
5.0
Second time I've used Uhaul for a storage building and would definitely use again. Clean units, helpful staff, easy access. Would definitely recommend.
judy s.
|
Overall Experience
Rating:
5.0
Best uhual experience I have had in my life. Thankful it was painless.
Oliver G.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
KATHLEENPATRICIA M.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
HARRY T.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Allison J.
|
First Impressions
Rating:
5.0
Very convenient and easy access to my apartment, due to moving to a house is the only reason I no longer need storage.
Kathryn K.
|
Overall Experience
Rating:
3.0
The price does not match the quality
Justin L.
|
Overall Experience
Rating:
5.0
Friendly staff. Brandon is great!
tiffany d.
|
Overall Experience
Rating:
1.0
Mice came in my storage
Daphne C.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Donna H.
|
Online Move In
Rating:
5.0
Every time I get Mr. Cummings as my representative he is very kind and polite. He is always courteous to me.
levanda g.
|
First Impressions
Rating:
5.0
Management and employees are always helpful, quick as can be expected while keeping accuracy.
Doug P.
|
Overall Experience
Rating:
4.0
Customer did not leave a comment.
Thomina J.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
KATHLEENPATRICIA M.
|
First Impressions
Rating:
3.0
Average
charles s.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Melissa G.
|
Online Move In
Rating:
4.0
The only annoyance was the key fob would not work. I changed it out and the new one worked for one day, then stopped. That is very inconvenient when trying to access storage after hours.
Amber M.
|
Overall Experience
Rating:
5.0
Brandon is the best
Ashley C.
|
Overall Experience
Rating:
5.0
Service was outstanding!
WILLIAM G.
|
Overall Experience
Rating:
5.0
The owner was no nonsense and very helpful.
Matasha C.
|
First Impressions
Rating:
5.0
Love the place and staff
CLARISSA H.
|
Overall Experience
Rating:
5.0
Customer services and promptness was very good.
dwight b.
|
First Impressions
Rating:
4.0
I was only customer there and another man came in behind me. Fast, friendly service. I rented a much needed storage unit!! Questions answered and I was on my way!!
Thank you so much.
beverly m.
|
First Impressions
Rating:
4.0
i love it
Jason P.
|
First Impressions
Rating:
5.0
Very helpful and knowledgable staff. The storage runnings were wonderful I rented a 10×10×10. Thank you uhaul. I like where there is a free month of storage with a uhaul rental
Harrison M.
|
Overall Experience
Rating:
5.0
I couldn't be happier!!! Staff is great, helpful, and I recommend this place to everyone.
Thank you!!
Joseph B.
|
Overall Experience
Rating:
3.0
Pricing was high enough I had to move.
Jim W.
|
Overall Experience
Rating:
5.0
Brandon at Hersberger, Roanoke, Va is Awesome. A 10
debra w.
|
First Impressions
Rating:
1.0
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.