Customer Reviews for U-Haul Moving & Storage at Burnet Rd & Hwy 183 S

Rating:

5.0

App was not good

Rating:

3.0

The truck condition was not good. I drove just 16 miles, refilled the tank for 5 gallons, still we had to pay fuel charge of 3 gallon to them.. Doesn't make sense.

Rating:

5.0

Everyone was great, even though it was hectic and busy.

Rating:

5.0

Staff was friendly, VERY helpful and easy to work with!

Rating:

1.0

Didn't have the truck I reserved online so paid 50% more

Rating:

4.0

Front desk folks seemed a little distracted, but got the job done. Make it more obvious during booking that we need a 2 inch ball joint. I showed up with 2 and 5/16 and had to buy a new one on the spot. Chris is awesome.

Rating:

5.0

Good job

Rating:

5.0

Not a thing could be improved. Everyone at this location was very kind and helpful.

Rating:

5.0

great staff, smooth and quick transaction

Rating:

5.0

Trucks clean!!! Really good experience, guys on the front Desk make this so easy for me and great customer service!

Rating:

1.0

They gave me a truck with an alignment that was way off. All 4 of the rear tires were in bad shape and had to be replaced during my trip. I also reserved 10 moving pads and when I arrived they told me “they were out”. The computer system was also lagging so badly that I spent over a half hour sitting at the register when waiting to get my truck. Chris, who helped me hook up the auto transport, was friendly and very helpful.

Rating:

4.0

I was very frustrated that the rental price quoted to me online was $200 more when I arrived at the location.

Rating:

5.0

Thanks to the attendant for helping me to check out quickly when I let him know I was running late for an appointment.

Rating:

1.0

I reserved at a different location, and it was reassigned without notification.. the return site was not working.

Rating:

5.0

The booking process was a big struggle. I filled out all my information and booked a truck and then it logged me in to my account and wiped my order out. I then had to RE enter everything and when I finished it said I had two trucks booked and wouldn't let me cancel one of them. The mobile check in to get the truck was a headache as well. Ended up waiting 30 minutes for my account to be reviewed. This whole process could be improved. Thanks

Rating:

2.0

App needs improvement. Difficulty with loading pictures. Box returns were a different process.

Rating:

5.0

From Check in to trailer hitch up, everybody was very helpful and friendly

Rating:

1.0

I am uset with the fact that when we first reserved the biggest U haul truck, we were not told that we had to drop it of at a designated location. We were told to call and give them the location address where the truck would be dropped off. Well, we make the call and the rep states we have to drop off a a certain location. We had a U haul location about 5 minutes away from our destination, but no we had to take it where the rep stated it needed to go. So we went 8 miles over our limit. I am so upset over this. Why did the first rep not yell us this! You need to communicate better with your customers.

Rating:

4.0

faster computing for checkout

Rating:

5.0

Great

Rating:

3.0

Virtual checkout didn't work. The two younger employees were playing around as if there weren't customers in the store. Check out was long and they didn't believe me for the time and distance I needed. Changed it all to increase my price for more money. I had used the app to secure my rental and they said that it didn't work and charged me in person. Not a bad experience just annoying and long and not as easy as other locations.

Rating:

1.0

You best triple check your reservation, or you will be sorry.

Rating:

5.0

a service notice came on about 3 hours into trip about some handling function needed to be serviced.

Rating:

5.0

Austin l9cation is always been good that's why I go there.Should have my last transport

Rating:

5.0

Julie was great!

Rating:

4.0

Julie Duffield was very friendly and helpful with my rental despite being a very busy weekend day and helping a coworker that seemed new to the computer system. Appreciate her smile and friendly attitude.

Rating:

2.0

I returned the vehicle with 5 miles less than expected but the lady there still charged me for 20 miles used versus 15. The principle is that she Probably didn't expect me to check but I did. The integrity is everything and she lost me.

Rating:

5.0

I was having issues with my phone receiving the text request from their system to make and send a copy of my DL, but the manager stepped up and handled everything. And the location is only a few minutes from my place.

Rating:

1.0

I walked up to the desk and spoke to an older woman. Even tho I had reserved a van they didn't have it. Instead of working we me to fix the situation she ignored me and started berating the young obviously new two women behind the counter. She was incredibly rude and no one could help me because she was so disruptive. There was a man who was trying to manage the situation he was very professional but obviously swamped with trying to deal with the drama of the employees. They didn't have my size vehicle and I had to pay extra for a larger vehicle apparently the system wouldn't let the younger employee (who was very nice) adjust the price to what I had planned to pay. When returning the vehicle the online check in wouldn't go through and I'm assuming I got charged the 20$ service fee for not filling it out. It's very unclear to me what service I paid $20 for other than uhaul getting me to turn on my phone location for them. The van was clean but definitely had transmission issues. Uhaul has never been a real customer oriented service - that's fine it's something you need. But this experience basically means I'm going to go out of my way to rent from a different place next time.

Rating:

4.0

The problem that I have is not with this location, but with UHaul in general and 665 N. Halstead. They assigned me to a location 2 days before my move which would have been less than 2 miles from my home and in downtown Chicago that is awesome to pick up a 20' truck. I called the location (665 N. Halstead) and spoke to the owner, who said that the truck would be available to me via the mobile app at anytime (I was wanting to pick it up at 7:30am) as I had a long drive ahead after loading the truck. I had read the reviews of this location, and saw many people complaining that the mobile app didn;t work etc... and I asked what if the app didn't work at 7:30am since he didn't open until 9AM and he told me that all I had to do was to call this number and someone would help me. I asked, "so you will answer the phone at 7:30 AM"? to which he replied "YES". Well, I did not feel comfortable and asked UHaul if I could pick up my truck the afternoon prior and they approved that. I even called the owner of 665 N. Halstead to let him know that I would be picking the truck up earlier than originally planned during reg hours and got a voicemail. I left a message and asked him to call back and confirm. No call back. I went to pick up my truck the next day at the scheduled time and to my astonishment, there was no 665 N. Halstead , no building there, no trucks, only an empty lot, and when I called the number no one answered again. I called Uhaul and they tried to call as well and received no answer. Long story short, this put alot of stress on my move, and I was re-routed to another location farther away which was fine but the moving truck that they gave me for my cross country move was dirty, and not a newer truck as they had told me. That was another stresser!! Long story short, I was very disappointed in UHaul and hope that others don't experience what I did!!

Rating:

4.0

Not being able to reserve anything in person at this location is frustration. Why??? When I can literally stand in this location and reserve a truck and storage room on my phone but the people behind the counter say nothing is available. This seems counter intuitive to good customer service.

Rating:

5.0

Very fast. Good Covid protocols.

Rating:

5.0

I just drop off the truck at this place & haven't found any sign of bad there. Place is clean. Personnel is cool & nicely welcoming.

Rating:

3.0

Employee's be more familiar with attaching trailer and connections instead of taking customer's time to learn.

Rating:

4.0

I got charged more at rental side than the reservation I made online.

Rating:

3.0

Un organized, took over 1 hour for a reservation I made online a week prior.

Rating:

5.0

Excellent customer service!

Rating:

1.0

Over charged

Rating:

5.0

I'm sorry but the gentleman that checked us in was very efficient. He was like clockwork. Did his thing and we were out in less than five minutes. It was so quick we didn't catch his name. He did introduce himself to us. Was very friendly and professional. Nice work overall.

Rating:

1.0

Get rie of the so called owner. He shouldnt represent u haul. He is rude and a liar. He doesn't like when you have to extend. Especially if it's bc you need more time. He will have the truck recovered even if you want to extend and offer to pay. He will then tell you you need to unload it in one of his storages. Then reload it. He has a friend to help that charges to do it. His friend is a violent felon turns out. He hates on women. Made my wife cry and thought it was funny. Told her she is a liar. His employees are nice n almost balance his ignorance and manageridous. His son is getting a poor lesson of leadership. He works there too and looks ashamed of him. They recovered the U-Haul. Made all my stuff break inside. Refused to take payment and extend. Said to bring it back but if I bring it back and I get pulled over then they can't promise I won't get told it's stolen bc it's red listed. It was raining the day due back. I communicated. He's thrives on others sadness likes misery.

Rating:

5.0

Not a thing

Rating:

4.0

Have more pickup truck and 20 feet trucks on hand

Rating:

5.0

Best Austin UHaul rental experience yet! The staff were knowledgeable and helped me with hooking up and parking the trailer I rented.

Rating:

5.0

More options for walk in customers without a reservation and the ability to make a reservation in person.

Rating:

5.0

Very pleasant experience. Employee did an outstanding job!!

Rating:

5.0

Norvell (the manager) was beyond outstanding. He helped me get two trucks on short notice when I was having a very difficult few days preparing to move out of state. He was super pleasant and considerate; even remembered my name when I came back a few days later. He made me feel valued and is a great example of what true customer care looks like.

Rating:

5.0

All personnel w/ whom i interacted were professional, polite, helpful, and very personable; doing business w/ this staff was a pleasure.

Rating:

1.0

Very rude and impolite GM. Will not be using this location again. Was yelled at for asking for an extension and called repeatedly, even when I explained situations put of out control. We were barely 5 hours over an were at fault in that way but did not deserve to be yelled at

Rating:

5.0

It looks like this survey is meant to assess the staff I encountered during my recent visit. Which is unfortunate, because the staff were the highlight. The mobile check-in is tedious at best. At two different instances uhaul attempted to charge me at least $150 more than the agreed upon price. And the automated system made it difficult for staff to locate and assign the appropriate equipment. Fortunately the staff were friendly and professional as they handled the horrible system presented to them. I would not recommend Uhaul to anyone whose happiness mattered to me

Rating:

5.0

When I called I talked to a Rachel. Easily the poorest customer support experience I have had in recent memory. Neither flexible, informed nor helpful. Afterwards I live chatted with Robert who pointed me towards James to get it sorted out, those two were great. The difference in my experiences between the two attempts was frankly astonishing. Appreciate the help.

Rating:

5.0

Lady took care of me , was pleasant and friendly as well as the guys hooking me up and iunhooking

Rating:

5.0

The customer service I experienced at both locations made my move easier and a better experience. Thanks.

Rating:

5.0

The truck was in a rough shape. Suspension or tires were not balanced. The truck shook the whole way, very dangerous to drive. Brakes were squeaky meaning they are about to be worn out. People at the station and the online staff was very friendly however

Rating:

2.0

Have more vehicles available, don't change reservations last minute, and have the reserved vehicle onsite and ready at time of reservation

Rating:

1.0

Truck I was provided with broke down same day, after we got done loading it. Then I was told several times I'd be compinsated for my lost wages. According to the manager from the Burnet store I was lied to and for all of my inconveniences all he said he'd do was take 25%of the total, which didn't help much

Rating:

5.0

Thank you for everything, UHaul always delivers great service.

Rating:

1.0

no kindness to hispanics

Rating:

4.0

I recommend updating the storage access hours to match your office's hours on the UHaul website and app. Right now it says that stage can be accessed until 10pm.

Rating:

5.0

Overall Good

Rating:

5.0

Awesome staff and very convenient location. I would highly recommend this location to friends and any one in need.

Rating:

5.0

Great service

Rating:

4.0

It was clean Not well lit

Rating:

5.0

This is a great team and have been very informative and helpful any time I've called. I would definately reccomend this facility!

Rating:

5.0

The manager, Norvell was so helpful and has excellent customer service skills

Rating:

5.0

Muy buen trato bilingue.

Rating:

1.0

No elevator for people who can't climb stairs while lifting. Totally not ADA compliant. Zero instructions on using the code in 2 keypads to access the building.

Rating:

4.0

No elevator facility, could have had a ramp instead of stairs

Rating:

5.0

Extremely satisfied

Rating:

5.0

I have used many uhaul facilities across the country and I will have to say this one has the best staff and cleanest facility I have been to, not only the storage units but also the trucks and property. 10 stars ⭐️ if I could give.

Rating:

2.0

My key card never worked anytime I needed to go to enter my unit. Staff needed to fix my card every time.

Rating:

5.0

Quick and Easy

Rating:

5.0

Absolutely appreciated all the team did here to help us. The manager made available the only storage unit left that could fit my belongings. The unit had just been vacated so he went out there and made sure it was clean and ready for me to use. The rest of the team is kind and helpful and willing to work with you to accomplish your moving goals on time or in my case, in a pinch. Highly recommend.

Rating:

5.0

Our move-in experience was very positive. Everything was as advertised so there were no surprises. We realized the unit we had selected on the 2nd floor was too small, but Norvell quickly switched us to a larger unit. Then Norvell and Patrick went the extra mile and helped us move the larger items from our 2nd floor unit down to our larger first floor rental. They were very kind and helpful. I highly recommend this facility .

Rating:

4.0

Staff was wonderful! Make sure to get a downstairs (no elevator) unit not against outside wall. My unit against the exterior wall had openings to the outside so it did not stay as climate controlled as I would have liked. Staff was awesome!

Rating:

1.0

I booked 5x10 looks the room size is really 4.5x 9.5 . Climate control really doesn’t have any effect. There is no mention about staircase

Rating:

3.0

Lots of confusion when acquiring my unit. I had made a reservation but when I got there they said they did not have the very unit I had reserved. Thankfully another unit was available. There was also mixed communication on the cancelation process with how the sign within the unit gave different information.

Rating:

1.0

Unit reserved over a month ago was not available and I was sent to another location

Rating:

2.0

There is no elevator, so moving items up and down the stairs is arduous. Also, someone attempted to break into our unit by prying a metal strip attached to the door. However, the staff are responsive and do a good job.

Rating:

2.0

The process was confusing and the staff gave me different information than had been provided by the website. I had made a reservation for a specific unit but when I arrived they said they did not have any of that unit available. Thankfully I was able to get a suitable replacement on site, but my reservation was completely useless and made the process confusing. Also the cashier said that locks weren't provided so I bought one, but then one was in my unit when I opened it. Also I had asked about if I need to give a notice before I intend to vacate and they said I didn't, but then a sign inside the unit said I did need to do that. The process just has left me not very trusting of Uhaul because I cannot seem to get a straight or reliable answer on anything.

Rating:

2.0

It was difficult to get some one to help me both in times when they were busy and time when store and grounds are empty. They chose to over charge me and instead of correcting the mistake they chose to make up a different reason. I herd 5 different reason. I understand that they may be under staff but there's no reason for yelling.

Rating:

5.0

Norvell went above and beyond to make sure my storage needs were met at your Uhaul facility!! : )

Rating:

5.0

Took care of what I needed, great service and really straightforward!

Rating:

5.0

Good people, safe location.

Rating:

3.0

I was told I would qualify for a free month over the phone with a U-Haul employee and I made sure to call and make a reservation to make sure I qualified. When i actually tried to move in my reservation was nowhere to be found and said there was a stipulation for moving from out of town- this was not stated in the advertisement and on the page that said all you had to do was rent a truck so the experience was very frustrating and inconvenient, since I planned my whole move around this. I would Have chosen another storage facility had I known this was the case

Rating:

2.0

The unit was supposed to be 1st floor, but it wasn't. I was charged for a 1st floor unit and when I called the location they were aware their system was doing that for this specific unit but I guess haven't done anything about it. I canceled and got my money back.

Rating:

5.0

Love the staff at this location.

Rating:

5.0

Manager Norvell was very friendly and helpful. We will use Uhaul every time. Thank you for your great help.

Rating:

5.0

Norvel wa great

Rating:

4.0

We had a lot of stuff we would have given to a charity if it was convenient, i.e. either on site or associated with U-haul to donate to.

Rating:

1.0

Employees were not wearing masks. There is currently an ordinance in Travis County requiring employees to cover their face. https://www.austintexas.gov/department/covid-19-information/orders-rules#:~:text=In%20the%20City%20of%20Austin,2020%20through%20December%2031%2C%202021.

Rating:

4.0

None

Rating:

5.0

The two gentleman who helped me went above and beyond! I am so grateful. I will be back :)

Rating:

5.0

Excellent service

Rating:

5.0

After being displaced with the winter storm the associates and manager at this location did everything they could to help. I will be forever grateful.

Rating:

3.0

Had to rent van for another day, un expected expense, because the access hours at the facility were not clearly communicated. I spoke to management and staff about this, they seemed indifferent and the same lack of communication is most likely going to repeat itself again and again, costing customers time and money. SOLUTION: Post accurate access hours at storage entrance and update this locations webpage with hours of availability, including the option for 24-hour access. NONE of this is communicated at check-in.

Rating:

5.0

This is the only place I rent from the manger wall so helpful in getting me started

Rating:

5.0

My experience with the Burnet storage Uhaul was outstanding. I believe the staff to be most helpful. And the facility was safe, secure, and accessible when I needed it to be. Thank you for a great experience.

Rating:

5.0

Norbell was gracious and accommodating and worked expertly with me to fulfil my business objectives with uhaul. He is a great manager!

Rating:

5.0

Staff is friendly and professional. I had some issues and the Norvell the general manager addressed immediately and insured all was resolved. I would recommend to anyone needing storage.

Rating:

4.0

Staff were helpfull and friendly. Great experience overall.

Rating:

3.0

it was very dusty and upstairs where my storage unit was super hot. It doesn't have elevator nor ramps to get upstairs which made it super hard to get things in and out very hard.

Rating:

1.0

Moving is stressful but my experience with uhaul was the worst. They made so many mistakes and still do! It’s ridiculous.

Rating:

5.0

Stella was very courteous and professional. A pleasure doing business with her.

Rating:

5.0

Excellent service.

Rating:

5.0

Norvell helped the whole way through. I could not have asked for a more understanding and patient person to help me with my moving and storage needs. Thank You

Rating:

2.0

roaches in the second floor and staff had no interest at addressing that roach infestation

Rating:

5.0

The staff here are super friendly and helpful, and the manager, Mr. Eutsey, really was very accommodating. They helped my move-in go as smooth as possible. Thanks!

Rating:

5.0

So much better than customer service we did not receive at location by UT!

Rating:

4.0

Very friendly staff

Rating:

4.0

I’d recommend using a U-Haul place away from the university and this one is just far enough away to avoid the year moving craziness for the students moving in.

Rating:

5.0

I believe the young mans name was Mason who checked me in. He was very courteous and helpful, went as far as to switch me to a unit closer to the stairs so I wouldn’t have to move my things as far! He also has a great memory!

Rating:

5.0

The staff was helpful and assisted with unloading via their forklift.

Rating:

5.0

Great Staff

Rating:

5.0

Good rates and options

Rating:

5.0

Norvell was very friendly and helpful.

Rating:

2.0

They didn't understand about the financial problems people are having during this pandemic. They really didn't care. I moved my stuff out of storage and they didn't even give me a pro rate price for 1/2 a month which is very unprofessional

Rating:

5.0

The store mánager Sean are a phenomenal group of professional, highly recommend all there services

Rating:

5.0

Super friendly staff, very helpful both times I've been in so far. It makes a difference having good customer service at a place I will be returning back to for some time to come!

Rating:

5.0

Mr. McMullen (Gm) and Mason CSR, and Black young girl CSR was excellent //. and very helpful....Best in Austin....

Rating:

5.0

Sean and his team are always great. This is my third time as a client.

Rating:

5.0

The welcome was great. The staff was very knowledgeable in assisting me.

Rating:

5.0

Exceptional service! Simone is AMAZING!

Rating:

5.0

Knowledgeable and helpful staff.

Rating:

4.0

The computer time really slowed down the process. The older hand written records were faster. ;-)

Rating:

5.0

10/10 Only issue is lack of elevator which made for some creative carrying when I first brought my storage in, but by no fault of their own. Definitely would recommend

Rating:

5.0

I was 100% pleased with this U-Haul business. The manager and staff were wonderfully helpful and friendly. It is a well-run operation with expertise for all your storage and moving needs. GREAT PEOPLE

Rating:

5.0

Every staff member is professional, friendly and helpful. I was almost sorry i cleaned out my storage room because I enjoy visiting the property! Special thanks to Simone.

Rating:

4.0

large slide door never really appeared to be open when i came during regular hours. I paid extra for after hours access and did not expect them to open then.

Rating:

5.0

Great service

Rating:

5.0

Very friendly and great service!

Rating:

5.0

Would definitely rent a U-Box for my next move.

Rating:

5.0

A smooth and pleasant experience!

Rating:

5.0

They made it very easy throughout process.

Rating:

1.0

Beware this location will take your payment out of your account without your permission.

Rating:

5.0

All staff was very helpful and friendly

Rating:

4.0

My only concern was the fact that there is no elevator it was a little difficult to bring the stuff up to the second floor.

Rating:

5.0

The whole Staff at this location is superior!! Their help and professionalism during my stressful days was extremely appreciated!! Sincerely, Michael Jackson

Rating:

5.0

Courtney was efficient, knowledgeabe and polire. Thx !

Rating:

4.0

Thank you.

Rating:

3.0

Very old facility. Interior storage unit hallways were tight and difficult to get anything of size in to the unit. Staff was extremely helpful and friendly though.

Rating:

2.0

Everything was great until I had 3 large boxes full of mouse droppings and things chewed upon of which there was no food stored in the storage room . Such an awful feeling not to know what was clean!

Rating:

2.0

The staff were helpful, but the storage unit facility was not cool, the temperature read 94 degrees, but the thermostat was set to 72. Had to find another location that was really climate controlled

Rating:

5.0

it was great

Rating:

3.0

Had a run in with one of the shop guys . There are no signs for employee parking and storage parking. It was handled by the it was very nice. The storage room always seemed warmer than they said.

Rating:

5.0

I finally cleaned out and gave up the storage unit that my mother had for years. The staff was always nice and the place was safe and secure. I rented a truck and that was easy too. Thanks!