My reservation originally had me picking up at a different location. The app even had the other location listed on the day of pick up only to find that no one was at that location. Fortunately, I called U-Haul's 800-number and was told that my reservation was moved to this location. The U-Haul Moving and Storage of Auburn location was fine, but the app should have updated me on the change.
Jim OCustomer Reviews for U-Haul Moving & Storage of Auburn
Testimonials From Recent Customers
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.
first of all, I made reservations a month ahead of time my van was not there. I went to another location to get the van that location was closed then I had to come back and get the van they had reserved for somebody else then at that time I paid for everything that was necessary. I come return. The van put them out of the gas back in the van. I was overcharged for gas and then I was charged again for something different. They took another hundred and some dollars off my car that wasn’t even supposed to be taken off and now I’m waiting on a refund and no I would not do it again.
Jacqueline SThey would lie about their policies Rates go up to 90 days and I had to return mine in the middle of having it for almost 60 day Now I’m being charged with late fees when it was returned on time
Gregory WEnsure the fuel tank is actually full. I only drove the truck 23 miles, and I put 2.5 gallons in the tank just before returning it. That should have been plenty to refill the tank, even if the truck’s fuel economy was only 10 miles per gallon. But when I saw the final receipt, I noticed I was charged for 2 more gallons (at $5.27/gallon), so that tells me the tank was not full when I got it. The fuel indicator looked to be close to the F but not all the way which I just assumed was because the indicator wouldn’t go that far. I don’t believe the truck would have consumed 4.5 gallons in a 23-mile trip. Anyway, I would suggest that the site ensure fuel tanks are totally full before releasing them to customers. And I’d encourage customers to take a photo of the fuel gauge before they drive away to begin their trip.
David MLines were long and place was understaffed for the volume of customers at the time. Employees were as accommodating as they could be but customers were getting frustrated. This could have been staffed knowing the volume of reservations
Steven LAuburn is a small town with a big university Every year two times a year people are moving inand moving out It VERY predictable I was lucky I got my truck but three others were told they couldn’t get one even though they had reserved one months ago One gentleman was told he had to drive over an hour and back to Georgia to get his truck Why do this to people? You know every year there is an huge demand two times a year and you know the dates ??? You can plan and prepare ; this isn’t that hard to fix And why put those poor employees at U-Haul through this as well ? They are also in a hard spot Personally I would not work there or call in sick that week rather than go through what they went through Reliability is important U-Haul should prioritize it
Kurt NOverall I have always rented from them! I just love the sales people nice and friendly and I will rent from them Again!!!!
TANJA MVery nice staff. Easy check in
MELANIE STried to move me 60 miles away to pick up double size truck 24 hrs before I was scheduled to pick up reservation that I had for 1 1/2 months!!! Then changed my drop off location that I had reserved for 11/2 months and had to drive an extra 20 miles!!!
Tony NAmazing customer service far beyond what is expected. Megan was a massive help in coordinating equipment usage and return, went above and beyond what I’m sure her job entails. Would recommend to anyone I know to utilize the Auburn location.
TYLER BTrain the customer on how to lock and unlock the storage door. This is very important?!
carl pJack was a wonderful and very helpful customer service rep and handled everything for us! Thanks so much for a pleasant experience!!
Katherine CTruck had broken cup holders, didn’t get my furniture dolly but was still charged for it even though Megan called me and told me she didn’t put it in the truck. Also got charged over $90 for gas but I put gas in it right before I dropped it off and was the exact amount I picked it up with but they said there was only 1/8 of a tank but I had 3/8 of a tank when I dropped it off. There were multiple 26’ trucks being returned so obviously something got mixed up. I called the store waited on hold 15 minutes and no one came to the phone.
Mitchell BVery courteous and professional.
Joel HThis location was way under staffed for it to be a weekend. All items were not stocked. Employee was very helpful and made the process as smooth as possible.
Andrew KThe staff informed us that rental dollies that had been reserved were not available. They stayed this was a common issue with online reservations. A little frustrating when that was a large reason for renting.
Edwin HThe staff has a pulse. That’s about it. Don’t expect much more than that.
GLENN FMy reservation was for two days and I live 30 miles from the location so I parked it at the location until I needed it the next day. I got a call from the GM asking if I was done with it and I told her wasn’t. She was nice about it but about 3 hrs later the assistant manager called and asked me the same question and then proceeded to ask who gave me permission to do so. I was livid so I brought them the keys that day. I walked in to get a receipt and they were all outside so I had to wait. I get an email the next day saying that the truck was just checked in and a $70 charge was assessed for fuel return. I put the fuel back to the level it was at when I picked it up AND based on the estimate 5/16 given on the paper. This was a complete nightmare.
Mario BThe Ma'am that was the Attendant ,,Awesome, she Took her time in Explaining and adjusting my overage mileage,,Overall 5 Stars
Charles LThe only thing I could recommend for a first time or in a new van or pick up truck is how to work the controls on the dash. Thanks for all you do!
PRESTON LThe 3 staff I dealt with did an excellent job!
David DHave the bigger dolly in stock.
CHINELLE DVery friendly and helpful.
Shelia MYou can improve by making everything clear when you pick it up. We returned it on a Sunday and didn’t want to pay ANY fees at all. After hours is a $20 drop box fee and after 24 hours they “may” charge you an extra day. They opened at 9am, so we returned it promptly at 9am. They did not charge us a fee, but there isn’t a set guideline. It’s up to “their discretion” whether they charge you or not. They didn’t charge us, but didn’t appreciate the comment when my husband & I did everything the correct way. Just be mindful of this when renting from them!
Alison ANothing, it was excellent service all around. Megan was so warm and welcoming and did a great job getting us set up. Keyair was training that day, and she also did a terrific job. We were very impressed with both of them.
Michelle KNo improvements needed. They were absolutely kind and had such a beautiful energy helping me!
Dominique KI just want to say a VERY SPECIAL thank you to Megan! This was my first time renting a truck and she made the whole experience memorable, in a very way! She made me feel like I was HER priority. I appreciated her friendly customer service and professionalism!
JOETTA GQuick and easy drop off. A great experience all around.
ROBERT MThe lady that was working at this location was hands down the best!! Her encounter was my first since arriving in Alabama and she set the bar high for everyone else. I’d go back to that location just for her.
Heather TThe lock on the back door was almost inoperable. That might should be checked and replaced when it is an option
Phil HThe paperwork was easy to complete. Everything was clearly explained with the most professional, personable and respectful attitude. Although this is not the closest location for me, l will always remember Megan Cline and the next time I need to rent a truck I will come to 1301 Opelika Rd. In Auburn, Al. Thank you Megan.
Larry NVery satisfied with meeting my customer service needs. Cannot think of anything else to improve on. Staff was very friendly, courteous and helpful....
DAVID EMake sure the vehicle is clean on the outside and inside please thank yall for yall work
AUSTIN FMegan was great.
Jeremy pReserved an appliance dolly but it was not available. However Megan helped ensure I received a utility dolly. Free box program…..very good and they were helpful and appreciated.
WILLIAM CExcellent customer service at check-in!!
TERRY CEverything was great, from rental to check in was seamless.
JOAN MEasy pickup and return. No issues.
Timothy MThe original pickup location was great. The problem was with all the changes UHAUL subjected me to. The original location for truck pickup was changed on me without notifying me that the pickup at the new location is supposed to be remote without anyone being available to help. I drove over 70 miles from Alabama to Georgia and back to pick up the truck unsuccessfully. I am not sure what is going on with UHAUL, it seems to me that the same truck is double, triple, or quadruple booked. I am very disappointed in UHAUL scheduling management. I hope anyone and everyone responsible for this new strategy is/are fired immediately. Thanks
ADAM MBefore we picked this truck up, we asked if we could leave the hand truck behind as we had our own and they often get in the way. Jason was informed there wasn’t a hand truck in the truck - it turned out there was indeed a hand truck. No problem, until a $42 charge appears on the statement for hand truck rental. I called straight away to inform them we had no used it as we had our own, and the final invoice just came through with the hand truck rental still on it! Unacceptable!
Jason JOverall experience was good except we had to wait awhile for the agent to know we were there. They were out of the office
Karen CThe location went to had the druck ready even though I was late. I find that loyalty and respect. I’ll recommend all of friends or acquaintances
MONICA CDrop off couldn’t have been easier.
WAITUS DHad lots of trouble with the app. Kept loading, & loading, even when I had a great signal on my phone. It somehow only reserved my truck, for 12 hours. Way less time than I needed it for, which made a stressful day MUCH more stressful. Also, the app somehow had me ordering 120-something furniture pads? Still clueless as to how that happened. I’m not an idiot, I swear. I come from a technology background, I kept clicking off the app, & restarting it. Which, of course, kept restarting whatever task I was trying to accomplish. Gave up after several minutes when I was trying to “return” the truck, through the app. I ended up just dropping the keys in the return box & left.
RUSSELL KBrandon is a great ambassador for U Haul. Pleasant and professional.
JOHN JAgent was especially nice and helpful. I was checked in promptly and quickly was on my way. Need folks like her at every location.
KYLE JN/A
Veronica WProfessional, fast and easy.
LARRY QI was in & out within 10 minutes, great service and very helpful personnel!!
KIMBERLY VCould not have been easier or a better experience!!
Kimberly A | Overall ExperienceMost unorganized and unprofessionally run business I’ve ever seen. They rented us a storage unit, then after charging us told us that none were available. Instead of refunding us, they emptied someone else’s belongings out of a unit and told us we could have it. We put our belongings in, then realized there was no way to lock it because the previous renters lock was still on it (still not sure how it was opened). We were already a few hours behind at that point so we believed them when 2, yes, 2 employees told us they would replace it with our lock as soon as they had the other cut off. A month later, we return to find that the unit had been unsecured the entire time. Thankfully everything was still inside, so no damage done. Also, we only rented for 30 days, but they automatically charged me for another 30 the day we emptied the unit. I would never recommend this business and cannot believe anyone would use them a second time
KATE W | Overall ExperienceEverything about this rental experience was perfect! Thanks to All that made it so!
JOY H | Overall ExperienceThe owner Brandon was always so nice and helpful and so were his employees I interacted with! If I ever need storage again I would highly recommend! ❤️
HALI L | Overall ExperienceAmiricale and Brandon are the best! They couldn't have been more kind and helpful with a great attitude and friendly spirit! thanks you 2!
JOY H | First ImpressionsBrad was amazing and helped with all of my needs.
Alyssa R | First ImpressionsHelpful staff takes the experience from average to Excellent. There is no substitute for good customer service. Now, the app-based truck rental without humans is so annoying I probably won't use Uhaul for truck rental again. But the storage facility with staff was great.
David C | Overall Experience.
Simon Y | First ImpressionsVery cooperative on site staff.
GERALD W | First ImpressionsSunday hours would be helpful - even if limited. Megan (the manager) was AMAZING! She was helpful, informed, efficient, patient, and accommodating. I sure hope she is there when I bring my business back next summer - and I hope she is amply recognized and rewarded for the work she does. She is the reason I will come back.
april n | Overall ExperienceSuper friendly and very helpful. Love this store and the manager and her crew. Thanks UHaul.
terry w | First ImpressionsTough to get into with pods everywhere. Not the best lighting
JASON A | Overall ExperiencePerfect place to store our daughters college stuff!
Christy P | Overall ExperienceSurprised you did not have the lock I prepaid for or the storage unit I reserved. Staff was helpful nonetheless.
Joseph P | First ImpressionsExcellent experience for almost three years. Staff was attentive and friendly in all interactions. Hugh and Megan were especially helpful on several occasions. Will continue to use U-Haul for all of the services they provide and would highly recommend this location as a storage facility ED SCHUMER
Ed S | Overall ExperienceThe cleanest and best storage facility I have experienced. I live a transient lifestyle and have needed several storage units across the US. Even better, you cannot live in these :)
SARAH W | Overall ExperienceHelpful clean accommodating and friendly
SARAH W | First ImpressionsGood
Lucy Z | Overall ExperienceGood as usual
TAVON S | First ImpressionsNone
EDWARD M | Overall ExperienceWhen I booked a UBox from Vancouver to Auburn there were many logistical issues (not Auburn facility's fault!), but the Auburn facility always got me answers. They were so helpful, pleasant, informed!
Laura B | Overall ExperienceVery helpful staff
THIRSTON P | Overall ExperienceVery helpful staff and had just the products we needed. Thank you!
brittany a | Overall ExperienceScheduled a storage unit and cargo van. PU at 10 am Drove 3.5 hrs , No storage unit, and was told PU van at 5pm...had to find another storage unit across town, was able to get van early.
CURT S | ReservationWait time was long
REBECCA G | Overall Experience