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.
Provide better customer service. It shouldn't take three employees to help one customer. The wait inside is longer than it should be.
Nothing!
There was no washer fluid for wipers. Overall excellent service and easy return.
Thank you for your excellent customer service.
App did not work when I went to pick up. After many restarts I went to Morning staff for help. They get everything done. When dropping off arrived: right at closing.. Staff and customers still in store.. App did not work again; multiple restarts. After contacting Staff they had me wait outside in cold and rain while she checked with manager. Whom refused to help other than tell me to call 1 800. After about 10 minutes on hold service tech just told me to rest app and to watch a video he was going to have sent to me. I Already saw video when picking up so how is this going to help. I did just a bit testy when he told me this and after experience with location staff. He transfered me to someone else he said would send me the video. She came on line after explaining everything again with her she pointed me to go though website and not app which worked. 1st if making customers use app make sure it works. IT Should be able to fix after 3 days. 2nd never should a customer have to wait outside in cold and rain. Would have stayed by door. Had proper mask for covid requirements. 3rd if you have staff why not help a few minutes after scheduled closing hours?? 4th watching video will not fix glitch causing app not to work. Thank you Kelly Dickson
Process was truly painlessðŸ‘. Simplified mobile Process, speedy checkout ✔ and return, and Covid-19 aware. If ever in need of moving equipment in the future, I wouldn't hesitate to return to the Woodlake U-haul location 💯.
Excellent customer service
Everything was great. Really got our money's worth renting this van. Accomplished every task on our list! Great vehicle with a smooth ride. Very new, clean, and powerful.
The box truck shut off twice while sitting at a stop light, I would be stopped and press the gas and it wouldn't shift or go into gear. The steering was all messed up and would go all over the road.
Reserved a truck specifically based on picture that showed a loading ramp. Same truck did not come with a loading ramp making it really difficult to load contents.
Nothing
Everyone was very friendly and helpful.
No issues with rental all went well. Also purchased a strap with 4 wheel cart and 4 wheel dolly! Rental agent was very helpful.
After hours returns some BS
Lady told me no vans available, when I returned, still sane 6 or more here. She was rushing me and rude.
Drop off at this location was very simple. It is a large UHaul facility so there was plenty of room and had a dedicated lane for returning vehicles. The check-in was done quickly with no issues and didn't require going inside. Great experience all around.
Customer friendly and helpful. Good experience.
When we came to get our truck we couldn't even get into the parking lot due to the fact that 2 other trucks were blocking the driveway. There was plenty of room to move them forward. After 20 minutes we were able to get in. We walked in the store and were not greeted. Nobody welcomed us, nothing. Then as we were going through the signing process and nobody said a word. We had questions about what was on the screen and received an attitude. The girl waiting on us wore her coat with her hood iver her head the whole time. You could barely even see her face....in addition to the fact that she barely spoke to us. We got our truck.and again were unable to exit the parking lot due yet again to vehicles blocking the driveway...which once again had plenty of room to be moved. Not sure I will return.
Have the equipment ready “togetherâ€, clean, and convenient. Truck was dirty and smelled like smoke. Brakes were bad and squealed like crazy.
Easy check-in/check-out process. Dropped off car the transport on Sunday and 20 foot box truck today.
EVERYTHING WENT WELL FROM BEGINNING TO ENDING. I HIGHLY APPLAUD THOSE EMPLOYEES WHO TOOK CARE OF BUSINESS REAL WELL!!!
I've rented from this location before, but this was the first time I've rented a truck that only had a quarter tank of gas in it. My goal wasn't to pick up the truck and immediately find a gas station where I had to fill up the tank with $60 worth of gas. Also, I when reserving the truck online, I ordered a dolly for my move, however, the dolly was never provided. And finally, it's obvious that someone did not go through the truck to make sure it was clean from the last rental before renting it again because I found someone's cell phone on the passenger side when I was driving the truck to Woodbridge. Overall, this was not a pleasant experience.
They were pretty busy when I called but I was nearby later in the evening so I just dropped in. I need to change my online trailer reservation from tomorrow morning to right now. They were very helpful and accommodating. The experience was so refreshing.
It was a contact free environment, I insert it my card and all forms were emailed to me. The truck was ready for pick up at the appropriate time.When I return the box truck, I was asked to park in the designated area and leave the keys inside, my work was done. The documented forms were emailed to me, my credit card was charged and the transaction was complete, all of the parties involved with this special event were well pleased. Thanks for a wonderful experience.
Great experience no improvements are required.
Trucks alignment was completely offf. Steering wheel had to be turned to the left for the truck to drive straight. The suspension was horrible. When the truck drive over 35-40 mph the engine would sputter and the truck would shake and jerk.
great customer service. Staff was helpful and very nice
Excellent customer service!! I forgot the young lady who assisted me, I sure you will know by the date and time stamp on my contract and receipt
Staff did not want to be bothered by customer questions.
This location does not have adequate staff for the volume. I was not able to speak with someone in regards to my rental (first time using the mobile van pick up). No one stressed the importance of doing the return process or being charged and additional $20. I called last night to ask but couldn't get anyone in the phone. I called this morning. Was put on hold for 20 minutes and then the phone disconnected. Called back and got the general hotline. She was unapologetic and uninterested in helping. Waiting for a call from the manager to resolve this issue but it's highly unlikely it will happen.
Free would be good!
The signs on the door say a face mask is required but while I was there 2 men were not wearing mask, one was running the counter and the other I assume a mechanic cause he came in and out a couple times. While on our trip to Anderson, IN we ran into ran and the windshield wipers would not clean the rain off the windshield it would smear it. When night came it was game over the headlights were so out of adjustment that we had to stop and spend the night in Covington, VA delaying our arrival because we could not see more then 20 feet in front of us. My wife's and my safety were more important to me than risking running into something because of the bad adjustment of the headlights.
This was not our first time using this location. We always reserve online in advance which saves all parties involved a lot of time. The staff is always efficient and acknowledges everyone right away. BUT this was the first time when the vehicle we rented was filthy and I don't even think it's the staff's fault, I think it has something to do with the truck being overused. It was not pleasant to be inside of it.
Keep doing the same thing you're doing your customer service is great very helpful to the customer
The person that helped me did an excellent job. She was helpful, courteous and customer focused.
More associates for less wait time.
Nothing, from rental (customer service was superb) to drop off. Completely perfect experience
Easy, and excellent process !!
I am disabled and unable to stand for very long. The lady who waited on me was wonderful. She went above & beyond good customer service to assist me. I really appreciate everything she did to help me.
Great checkout as well...!
prices
We had hard rain that day, and when I opened the back, I found the rain had gotten in and soaked my cardboard boxes. The walls and floor were wet.
Very helpful and courteous. They gave me peace of mind going over the coverage details.
You need non-smoking vehicles.
Great service.
Great service
Wait times at this location have consistently been excessive even though there are very few customers
Thank you Gaby your customer service is second to none.
Great
I received the truck on E with no gas I had to fill up for almost $100 twice then when I returned it I get charged for not having a quarter tank. I believe that was so absurd. I payed just about $1000 for the truck and why did I have to fill it to a quarter when I picked it up empty? So stupid
Rating is about my storage units: Office and grounds were clean. Staff was helpful. I would HIGHLY recommend the storage units be inspected before renting. Some of my items got wet / mold due to the unit next storage (according to office mgr. heavy rain.) My unit also had loose insulation hanging down. I needed to inspect the units (3) before renting. I was in a pickle so I rented sight unseen and didn't have the manpower to move out at the time.KS
Five Stars ***** Terrific service- Highly recommend this clean well managed facility and terrific service providers. Thanks so much!
After reserving our storage unit AND calling twice the day we were arriving once we arrived we were told there wasn't a unit available. We were told that since we didn't work directly with this facility they couldn't guarantee there would be anything available. I explained that while we didn't work directly with this facility the UHaul person that was helping us did in fact work directly with Corban at this facility when the reservation was made. After well over an hour they found a unit for us but there was no sense of urgency, there was very little communication as to what was happening. We had 3 carloads of people waiting to help us unload the truck as this was the first night of the holiday weekend and everyone had plans for the weekend but still there was no sense of urgency. In addition to that once we got the truck unloaded at pulled it out front it was 8:12 PM and the two remaining employees were getting ready to leave but because it was 12 minutes after closing they weren't interested in actually helping me get the truck checked in. They they told me if I couldn't figure it out they would check it in the next morning for a $20. fee! I did not get the vehicle checked in on line as the email I rec'd didn't have a link to do so so I took pictures of the truck, mileage and gas gauges and dropped the keys in the drop box. I was not charged the $20 fee thankfully but the entire experience once arriving at the Greenbrier facility was not good at all. Also, there was another customer there who had made a reservation and taken time off work to be at her appointment at the Greenbrier facility and she was told her reservation wasn't available either. Same story, she worked with a UHaul Rep that answered the phone for the Greenbrier facility after being on hold for 25 minutes and made her reservation for her. The employee's said that the system in place doesn't work because it doesn't accurately depict what is available it's just a guesstimate and that UHaul counts on people not showing up so they overbook. I feel like that's a terrible way to run a storage business when people are moving and counting on their reservations. I will tell you that our experience when returning our first truck and talking with Corban was extremely pleasant and informative and Corban was very attentive and helpful quite unlike the employee's when we arrived with a full 26' truck...
Below average score is due to getting free storage for 30 days, was there less than 30 days, checked out at front desk when moved out, then received bill for almost $200. Called, location said computer glitch and sorry, don't worry about bill, they told me they fixed it. Now I'm still getting bills.
Storage was garbage full of bugs and rat turds
The young lady that checked us in also fixed an issue with the one way trailer rental.
The process was smooth and seamless.
Removed my items from my unit and had rat and mouse faces and urine all over everything as well as nests in furniture, I had to throw away 50% of the contents after moving it out .
The U-haul staff was very helpful
Both cost were very helpful I would definitely use you again
I am a business owner and I personally think that business owners should have 24 hour access with proven documentation
Polite, respectable,friendly personality willing to accommodate me in every way. Would definitely recommend this site to a friend
Very helpful
Great experience. On new years eve there seem to be a lack of staff and longer wait which is understandable. During this hectic time manager Corben was very professional, polite and patient. Great job
There were RATS IN the storage units. RATS and RAT droppings/feces ALL over my clothing and throughout the items I stored. I HAD to move out IMMEDIATELY!! BY FAR the worst storage experience EVER!!!
Thank you
The best outdoor storage unit ive used in the country.
Every thing went well!
All worked together
Even though i came 30 mins before closing, i was seemlessly shown to my clean and ready to go unit. Additionally, i was provided a recommendation for locks due to recent problems from other outdoor u
Nice place
Leaking ceiling from holes . Rat infestation. Horrible bugs all in my things. I will never rent nor recccomend U-Haul storage again
The General Manager,at Greenbrier located was the best he help me with what I need to and I Thank Him so much!
Everyone there was attentive and helped above and beyond the average. Will recommend this place to others moving here.
Very long waits. Not friendly or welcoming to customers. Unprofessional conversations and complaining about work issues in front of customers.
The staff is very patience and kind.
The free one month is not free. We rented a truck and rented a large storage on May 19 to June 21st and charged us for two months. From June 20 to the 21 charge my credit card $159. Thats for 2 days.
Everything was great .
The service rendered to me was professional and efficient. Thank you!
No issues what so ever. Attentive customer service and assistance.
Everything is good
The young lady at the counter was very helpful. I had to change my unit to a bigger one and she went out and checked it and switched it with no problem.
Too expensive 84. For 5 x 10. Found storage for 50. for same size
Thanks you they help me with so much .they were outstanding. I can't say enough about that them excellent to little for them .I will ever one about them and thanks so much for the help Ms FRANKLI
Staff in both locations were extremely knowledgeable and helpful. Made the move that much easier
Corbin and Yolanda were amazing! Extremely helpful. The products were exactly as described.
The staff at Greenbrier is outstanding!
Fast and friendly service!!!
Great customer service and follow up.
I had no issues
Malique was great! Excellent customer service.
Outstanding customer service
Check in to get storage unit was easy and fast, clean and easy access. Return of truck was fast and hassle free. Great experience.
All accommodations and customer contact was of a professional standard. Thank you
Was lied to about prices ..it's rat turds everywhere and roaches...got overcharged when not due..was told different amount stories....when I moved out I was still being charged...when u cld to sayt
The staff have always been helpful with my matters. They even made sure the storage was clean before I started using the unit. My experience with this location was beyond expectations.
Everything worked out great.
Great personal experience. Definitely no problems. Thanx for all your services. Bob Wedin
The staff was the most unfriendly people I ever met
