Customer Reviews for U-Haul Moving & Storage at Pelham

Person working was extremely friendly. Need a second person there at opening. The lady there was great, but she had to check in three trailers and move them around by herself.

Miles and Jeremiah provided good customer service. They hooked and unhooked the trailer for me.

Great experience...

The windshield was extremely dirty on the interior. Overall, I enjoy the ease of renting from this location.

It was better to go to Pelham office to reserve a truck. I went through the u-haul website before asking for a local pickup site and they made the reservation from a location many miles away. I canceled with them and contacted the Pelham office direct and was able to pick up truck much closer. Everything went well with them.

Your people did a good job. I have no complaints

I opted for the mobile check in, and it did not work out well AT ALL. After trying to check on for 20 min, I was told that my identity could not be verified and to see a live agent. The agent in the office was very nice and did what she could, but since I had already started the mobile check in she could not take over the check in process. So she suggested I try mobile check in one more time. After inputting the SAME information for a second time, I was still told that my identity could not be verified. The agent then tried to cancel my reservation, but was unable to do anything with it (not modify, cancel, or complete). I was finally able to cancel my reservation through the app. The agents were all very pleasant and kept apologizing that the issue was happening. After being there for over an hour, I was finally able to leave. I would think that with a large national company like u-haul that they would have a system in place to get the customers in and out the door as quickly as possible, but this was not the case. I know now that if I ever have to rent a truck again to always use the agent. Sometimes people are just better than technology, and at least you can talk to them if an issue arises. In theory the mobile check in is a good option, but you do not have all of the kinks worked out yet to be promoting it.

Clean, reliable truck. Excellent customer service, professional, courteous, efficient. Good folks! By the way, I commend you for your short survey form. Just right

i had no issues, staff was very friendly and helpful.

Great service.

I just rented storage 1/7/21 and so far everything is good. Joy was very nice and helpful.

Staff was very friendly and helpful

Your guys are awesome keep up the good work

None

David, the ubox delivery guy, was phenomenal! Very personable and courteous. Was genuinely concerned for our well being and the safe delivery of our stuff.

I rented a one way truck from Birmingham to Atlanta. I requested pickup at 10:00 a.m. My confirmation text changed the location and time of pickup. I spent 45 minutes on the phone Friday the day before my rental trying to resolve the issue. Finally I agreed to the new location pickup at 10:30. We drove fromAtlanta to the pickup location near Birmingham and arrived at 10:25 a.m. There was no truck. After over a 2 hour wait we were given a truck twice the size we wanted. The truck was an older model with 188,000 miles on it. It was load and not easy to drive. We had arranged for loaders and unloaders on both ends of the trip. We incurred an additional $100 in fees because of the late truck pickup. This is very poor service. Why didn't Customer Service tell me of the risk of no truck? I was given a discount on the truck but that didn't cover my extra cost nor the additional stress of driving and unloading in the dark. See my comments regarding returning the truck.

All good

make sure rental has gas!!

Excellent customer service.

Everything was great!

The only issue I had was the trailer light connection did not work

Great experience

Check in was quick and easy and the representative who helped us was friendly and knowledgeable.

Joy Plumb is an excellent manager! Very courteous in helping me get the truck that I needed! I will definitely be recommending her to my friends and family whenever they need to move!

Customer service awful, see my logs- how many times I called you guys- spent more than-10 hours to get one receipt- Awful customer service. Initiated another contract without my knowledge- spent 4 hours to cancel that order-Very unhappy about that. Damages goods- don't know where to claim- my god- I never opt for UHAUL again.

The front office was pleasant when we left. All other times they were not helpful.

I really appreciate everything that you guys did. I don't remember the employee's name from Pelham. I admired her generosity, kindness, dedication, and how she was amazing. Even though there was no truck at the moment, she called many stores trying to find one, and then she got my phone and called me back couple hours later when she found one. In other words the customer wasn't there but she still cared about the customer. The world would be a better place if more people were like her. Thanks a million.

Excellent customer service! Employees are very knowledgeable and friendly!

The equipment (trailer) was not checked out properly causing me to have to make a second 60 mile round trip to this store in order to have the problem corrected. Need more details call me.

Joy was great. Great customer service.

easy, fast and courteous staff.

Despite some internet issues, the employees on site were kind and as helpful as possible. They made a frustrating situation very pleasant. Fantastic customer service!

I only have good things to say about this location: professional, prompt and clean environment. Wonderful!

Nothing to improve! The day crew was so helpful and attentive!! We have been recommending this location to all of our friends! Top notch customer service!

None of the employees were wearing masks, this is the second time I've come here and I had to ask the employee if they would put on a mask.

Very friendly service!

The overall experience at Uhaul was great, I rented a motorcycle trailer and I know it's rated for 55 mph but when I got over 55 it would constantly shake which was aggravating on a 250 miles trip and back. You need to offer higher speed rated trailers cause you cannot drive 55 on the hwy or you will get ran over. Maybe the tires needed balancing, I don't know but that wasn't pleasant. Other than that the staff was great, facility was clean.

Joy Stump was outstanding! She was all alone that day and working with numerous customers at one time, and she managed us all as well as I’ve ever seen from a customer service standpoint. I don’t complete many “How did we do” surveys- but I was compelled to do so on Joy’s behalf. Please thank her again for me.

Best uhaul location I have ever been to.

Loved the 24 hr. drop off. Lot was left uncluttered and it took less than 5 minutes to get in and out.

I returned the truck with MORE gas than when I started. After I returned home, I had a $6.17 charge on my credit card for gas. Shady dealings!!!

Fast check in

professional, efficient, friendly

Everything was great - staff was knowledgeable and eager to help!

Great service and polite

I have rented a lot from UHaul stores over the years. NEVER have I had such a smooth experience. Prepped order online, went to the store and signed, and returning took a couple minutes. It has always been a nightmare before, but the Pelham location sets a new standard. Wish they were all that easy. PS: I do NOT write reviews, so this is a rarity for me. I reward excellence when I see it, and this one deserved it.

The outside storage area needs an electric gate with an access pad for 24 hour access. The manual gate is too difficult to open and close. ......too difficult to open and close.

They kicked me out of my storage unit for no reason and wouldn’t let me go in to get my belongings.

Joy was great. She just needed help with the volume volume of clients.

I think the late fee should not be charged if you pay within 5 days of being due.

We had a good experience. The staff was very helpful.

I think it was pretty messed up that I had to pay a full months rent when I moved out 4 days after rent was due

It was wonderful.

While cleaning out our “climate controlled” storage unit last week, we found the temperature to be hot & uncomfortable. We found a thermostat in the hallway near & within 50 feet +/- our unit and saw that the temperature in the hallways was 83 degrees! Of course, inside of our unit, the temperature was much hotter. We were there for several hours on 3/25/2020. We found the thermostat reading at the beginning of our time there. We called down to the local front desk and explained the temperature problem, as well as the thermostat reading, to a man there. We told him that since our unit was a “climate controlled,” inside unit, our expectation was that the temperature should be much cooler thank 83 degrees. He agreed and told me that he would send someone up “immediately” to check out the thermostat & to make any necessary repairs to it, or the cooling system, if necessary. We told him that in all of our previous visits to our unit during the 3 years that we had been renting it, the temperature had always been much cooler. He again confirmed that 83 degrees was definitely hotter than it should be in your climate controlled building & units. We worked in our unit for many hours, without leaving, after speaking to the man at the desk. No one ever showed up to check the thermostat, & the temperature stayed the same (hot!). Throughout our time there that day, I regularly checked the thermostat and it stayed around 83 degrees. We visited our unit several more times over the following few days until we completed the removal of our stored items. The temperature problem was not corrected up to and including our rent termination date of 4:03/2020. Our primary concern is not with our comfort while inside your supposedly climate controlled spaces, it’s with the integrity of our stored items. Because of the expensive value of the furniture & other items that we needed to store when we made the decision 3 years ago, we choose to pay more for a climate controlled unit to ensure protection of our belongings, all of which belonged to my wife’s deceased mother. While inspecting & removing the furniture items, it was apparent that a couple of items had heat-related damage, which we felt like we were avoiding by choosing & paying for ($199 per month). Of course, we are very unhappy about the damage, & are very dissatisfied with the product that we received from uHaul, who we thought we could trust with these valuable items.

The rates should be pro rated. I was not happy that I had to pay for the entire month, when I only rented for two weeks. Not good business practice!!!

This is the best location ever. Staff is friendly and helpful plus plus plus.

Great people and clean facility

No comment

Well kept facilities, friendly service, and convenient hours.

Very pleased!

I am a senior. Unit was for equipment. The unit ended up being as far away from the entrance as physically possible and in front of a full glass window with full sun. Waste of my time n money

Great location. Convenient access. Staff addresses questions & concerns.

Nathan was very helpful. He was very knowledgeable and professional. He answered all of our questions and was very patient. He explained the products well and really wanted to help us get what we need

Staff was not friendly, was not advised well of options, service took too long, I was there over an hour, I ended up cancelling my order and making a resrvtn and found out a reservation is worthless.

Great!!!!

Nathan was very helpful and professional with my new storage unit registration today. He made the process very easy and he answered all my questions. I am glad I chose this company & location.

Office was closed at 4:50pm, when website/signage says 5pm on Sunday. Didn't answer phone at 4:52pm. Staff is not professional, act as if you are a bother to them. I will not be back.

I had no issues, but if I ever have to rent again I will make sure to get a climate controlled unit. My furniture had a lot of dust and some had mold, but it was there for 2 years.

The older guy who operates the store was rude to my family when they tried to get into my unit without me being present. Try having passcodes for People to have to access the units. This usually works

$$$, times doors remained open/wouldnt open, told us to pull them apart. lackluster service ex. being told to go leave door open so it would get cleaned after being told last month wouldnt be prorated

Excellent Overall

The first time I've ever rented a storage at U-Haul. Paul, the gentleman who waited on me was perfessional,helpful. Walked me to my storage space and had me out in just minutes.

I have used the temperature controlled storage units, the trucks in various sizes, and many of their products off & on for several years. All always clean and well maintained. Highly recommend.

Paul we extremely helpful and cooperative. Thanks

I had no issues while keep my personal items in U-Haul’s care!

Thank you

the Pelham u haul team was great they kept me informed where my pod was and when it would be picked up. the issue was with the mover help the comp u haul supply me all state movers never up

Angela and Anthony were extremely friendly and helpful. We like dealing with people like them.

Great service, friendly and helpful employees. Very impressed!

Thanks for everything

Get your billing system in order. Total crap that is aimed into confusing customers into paying late fees. It’s a lawsuit waiting to happen and you will lose.

I had a climate controlled unit and the corridors to access it was always clean. The staff is friendly and helpful. I would use this facility again.

Professional Staff. Clean Facilities. Secure Storage. A++

Paul and his staff went above and beyond to make my move go smoothly, they are the best!

From the beginning to end the customer service was excellent and above all else. Manager was especially helpful

The place closed at 5p.m. on Sunday 1/14/2019. My husband only had ONE cart left to get to have our storage unit cleared out and they would not let him just get the LAST load. Threatened police.

Manager & certain staff need customer service & data entry classes; rate increase 2x under 2yrs; loud alarm ringing for no apparent reason during visit.

Nice experience, easy access to unit

Clean facility was clean and well maintained but staff seemed annoyed when you asked them to do anything

Too many billing issues. Poor communication between store and folks at toll free number

The owner was so kind to me. I was displaced from hurricane Michael, knew I would not return to Panama City and the owner was very understanding and even helped make choices in storage unit. Fabulous!

There was a couple times that i called in regards to my lock being cut off. It just seemed like there was a lot of miscommunication until it was finally handled. Otherwise, everything went smoothly.

Very clean and secure!

The advertised access hours are 5 a.m. till 10 p.m. however the doors to the storage area are locked until 7 a.m. and then locked at 7 p.m. I moved to another location with better hours.

The gate at the rv storage area was very hard to close and no one offered any help with it.

Generally rude staff don’t return calls. Unconcerned about customer satisfaction definitely recommend avoiding this facility.

Very helpful and made moving easier in a stressful time!

It was very confusing to figure out how to pay online and then when I finally did I thought I selected auto-pay, but it didn’t save. I had to pay a late fee every month because it was so difficult.

From day one, the staff were not friendly. I have learned one thing, if you are planning on moving out. Don't pay your fee in advance, b/c you will not get it back. 150.00 down the drain.

very happy with the facility and staff

I was very satisfied as a customer and would definitely use your service again. Thanks.

Very professional and courteous. I would definitely use them again.

The customer service men are very professional and unwavering patience with other customers waiting.

Excellent location and helpful staff

Both the person I worked with when I rented the truck and when I returned were extremely helpful and explained everything to me. I will recommend to others and will be returning with future business.

The Manager Paul and his staff are very friendly and helpful. I would recommend this location for all your moving and storage needs in the Birmingham area.

Temp in temp co trolled units is too high. Some of my items melted

Paul was very polite and always helpful. We would always go back to him and his staff!

The service staff was excellent and very friendly. I certainly will use your company again.

Good service

I only wanted my personal paperwork out of my unit before it was suppose to be auctioned and the manager lied to me. He told me I could get my papers and then told me no. i just wanted my papers!

I did not go into the facilities. I placed my order online and was contacted on the phone for details. They handled my move with great care. I was very impressed with the U-haul Boxes as an option.