Customer Reviews for U-Haul Moving & Storage of Downtown Grand Rapids

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.

Testimonials from recent customers of U-Haul Moving & Storage of Downtown Grand Rapids

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Michaelrobert O. on

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Carla P. on

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everything was great, employees were friendly and professional, I was able to return the truck early and saved a days worth of rental. Very happy

Kathleen H. on

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Matt E. on

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The app took 20 minutes to actually get the photos of my drivers license to upload and would randomly take me back to the information page where I had to punch in my drivers license. Its easier and faster to talk to a person. Nice concept but the execution of it is baaaaaad.

terry r. on

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Nathaniel D. on

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Friendly employees

Matthew S. on

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There seemed to be a bit of discrepancy between the information that the assoicate who helped me needed, and the information that I entered on the site. The whole reason I registered online was for convenience sake, and it seemed I needed to re-give my information just because the drive was someone other than myself. Even though I entered the driver's information during the reservation process. Other than that things were fine.

Tami W. on

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Stanleyallen F. on

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Henryearl J. on

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Allow store credit to be used throughout the store. For example I brought back some boxes and got store credit on boxes, which I can only use to purchase more boxes. It would be nice to use that in-store credit towards renting other equipment.

Robertalexander A. on

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Great customer ?? service

Tracy F. on

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JOEL S. on

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Edward C. on

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lisa b. on

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Truck was nice and clean and in good working condition!

Paul B. on

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Doug M. on

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Workers need more customer service training. Both times working with U-Haul, the staff seem that they would rather not be dealing with people.

ingrid a. on

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Toddalan G. on

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I had to broom it out before using had hair bows and hair pins all over it, sign says I would get charged if it was a mess I should get the 25 for having to clean prior to use

Rachel K. on

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Clean the windshield better and also communicate the gas usage in a more effective way.

William B. on

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Michael K. on

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Joanne S. on

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Great experience at pick up and drop off. Truck cab was clean and the seats were ultra comfy. A/C was wonderful during the very hot past few days. Highly recommend!

Jeffrey K. on

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Very professional service when picking up vehicle, I appreciate that, no time wasted as vehicle was ready to go.

Tiffanie R. on

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Everyone that works there is rude as can be.

Nicki s. on

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Britni B. on

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Gary M. on

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1. Furniture pads were NOT in the truck as promised. 2. When entering the building to request them, NO staff to be found. 3. Had to wait 15 minutes before anyone showed up. 4. The pick up process needs to be more streamlined. I could have done a majority of the requested actions BEFORE coming onsite. 5. Having to take photos of everything is annoying/time consuming for your paying customers. This step could easily be taken care of by your employees. 6. If you figure out how to better streamline the pick up process, I would be a 10/10 happy customer. However, due to that process I am more of a 7/10.

Kendal K. on

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I had thought I had filled out the form online to check in prior to arriving on site to "save time", as the emails and site kept prompting me to do, and when I arrived, I was unable to check in, so I went into the office to see what the trouble was. No one was there. I used the radio. Called twice. No one came after 10 minutes of waiting! Cutting into my time with the equipment. I left to see if I could find anyone in the storage facility attached. No one. Went back into the office, and someone was standing behind the counter. I told her I had been waiting for 10 minutes with no one helping out, and she didn't acknowledge me, she just told me to sign in online. Which of course I couldn't do. And I told her that, too

Ramon C. on

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Joshua S. on

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Constance H. on

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Mandy T. on

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They were short staffed when we were returning our equipment but that is not something you can always plan for.

Lori H. on

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Friendly staff and helpful

Juan R. on

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DARRELL B. on

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This place is so clean you can eat off the parking lot!! I was there on Sunday June 23rd returning a truck that I rented to move my daughter to Grand Rapids, Christina was the lady that helped me thru the return process and she was awesome!!! She really knew her job and got me checked out and on my way, she deserves 5 stars for her effort and 5 stars to this location for how clean it is,

Allen H. on

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Had to pay for a extra month but overall it was ok. A little pricey

DENISE M. on

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Was not aware was speaking with a call center and not the store. I was getting information from one and told something different by another to have the location tell me something else! Worked out!

Keith B. on

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perry s. on

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Excellent pick-up personnel. You can improve your National phone customer service which currently is little more than frustrating and time-wasting. Each call resulted in a minimum delay of 15 minutes and multiple transfers with additional delays. I’m sure your corporate body wouldn’t tolerate such unprofessional phone service- why should your customer? Good thing you have such good folks at the physical locations or you would be out of business. You asked.

Amanda R. on

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Everything was great!!

tobi g. on

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michael l. on

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Lisa O. on

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This is a beautiful facility with customer safety that’s top notch. I came and went at all hours and encountered the facility in pristine condition as well as professional responsive staff.

Paul R. on

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Phillis A. on

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To be able to have a drop off place closer to where you moved to.

Mubarak A. on

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Josh V. on

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Steve K. on

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I was extremely pleased with your current process.

Robert B. on

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I was charged for 3 miles over the contract amount, when there is no possible way I came close to that amount. Disappointed.

Todd M. on

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I don't use this location much as its not nearest to my home, but the folks here have been terrific to deal with. I will come here again !

Bryce s. on

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We use uhaul trucks and equipment for work. I choose the 500 and 532 location whenever I'm local because they have the cleanest / newest vehicles, and the management goes above and beyond. Best customer service hands down.

JEFF D. on

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micki a. on

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Meghan R. on

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James B. on

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Inderia was great, helpful, knowledable, quick and with a great attitude! Facility is one of this best I've seen.

Andrea H. on

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Iris F. on

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Bryce s. on

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Keith was great as usual. Quick service, incredibly clean/new pickup truck. Ubox delivery went perfect. Thanks!

Akmal S. on

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Extremely professional staff members

Juan P. on

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Latonia M. on

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Curtis W. on

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I did not receive the dolly I paid for

Suzan S. on

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Indira was very helpful and did a great job

RICHARD C. on

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I reserveda ruck for one location but had to drive over 15 mikes to a different location to pick up the truck. Am not sure wht the company could not hve delivered a truck to the desired location. This delayed my work by over an hour. due to traffic and extra commute.

Michelle K. on

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Suzan S. on

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Kevin P. on

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Hire more people always understaffed

Trent C. on

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The process was simple and the unit was very clean. We had a few issues sometimes getting someone to help us at the front desk, but I think that's because people were off handling other duties.

James V. on

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Cooper H. on

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Anna S. on

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Takiya F. on

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Todd H. on

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The place was clean, the staff was kind, the vehicle was clean and ran great!

Steve W. on

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Jordan S. on

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U-Haul has a really terrible phone system that not only has very long wait times, but has confusing options. I called the day before my drop-off to determine if I could return the truck a few hours later, and it took me 3 calls and over an hour to get an answer. Part of the problem is that the U-Haul central customer service line has long wait times and is staffed by people who don't always know how the phone system works. This is not the fault of the Grandville location or staff, but of U-Haul itself and how it's set up.

James C. on

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James C. on

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Staff was super nice and friendly

Stephen T. on

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Kristina G was fantastic - helpful from the moment I called on the phone through checkout... gave good advice and very cheerful. Gal who checked me in was also very helpful and friendly

Dan H. on

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We had a very pleasant experience. The lady who waited on us was wonderful!

Ruben S. on

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No much

JAMES C. on

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Nothing

Laura S. on

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Great group of gals upon return. Told us a little bit about the area and offered some good advice about things to do and places to eat.

Monica F. on

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angela w. on

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William K. on

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Luis J. on

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Fix your computers the workers where fine

Clintara R. on

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I did not purchase insurance for my storage is NOT a reason for some of my things to come up missing. The truck I rented needs maintenance service ASAP not sound well. Bathroom was NEVER clean

Michael C. on

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Pamela J. on

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Great experience! Price was what I thought. But there was a really grumpy man named Dan at the end of the day when I went to go return the U-Haul. He was very short and rude.

Clintara R. on

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The truck I rented spelled of fonky fumes.. Needs mechanical work asap..!! The manager has a bad attitude because I didn't purchase insurance was the reason from what the manager says things was stolen from my storage.. so im straight and would NOT refer anyone to the Grandville facility

Hugh H. on

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douglas s. on

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felix c. on

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Matt C. on

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Jill D. on

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Slow computer / server problems

Edward Z. on

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Nick A. on

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Location is a little cramped but easy to access and find the truck drop-off point. Clean and well organized.

Shari K. on

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Gwen J. on

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Kris R. on

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Thanks for everything! You and your staff are wonderful and I will heartily recommend this location to everyone I know.

Jody J. on

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Joe W. on

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All encounters I had with the staff at the Grandville street location (Grand Rapids) were excellent. Friendly, patient, helpful, and professional. I have never rented a truck before and have been treated so well. If they had a tip jar I would have given them a big one. They made everything easy and pleasant.

Jeffrey W. on

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Could not get through by phone. National customer service not reached after 20 minutes on hold. Off hours return not possible by cellphone because of no WiFi signal. Could not return over haul.com because it required gps location.

Gary W. on

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David B. on

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felix c. on

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Ellie A. on

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Michael R. on

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They were clear and patient. I needed to take unexpected steps to pay for rental and they hung right in there. The next day, the associate spent the same quality time making sure I left feeling confident about the trip.

Olusemi O. on

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Easy drop off.

Jorge P. on

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Customer service, computers and attitude

Maria C. on

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ASHLEY L. on

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Anthony B. on

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I feel that U-Haul’s rates are a little too high.

Jennifer S. on

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Steven M. on

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The mgr at drop off location was awesome. Really treated everyone with respect and made an extra effort to move people through quickly. Great customer service. Thanks

MICHAEL B. on

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Jacob R. on

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my u-haul was buried, and they forgot my moving pads

mark s. on

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John S. on

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Have free rentals.

Diana S. on

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Kyle M. on

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Michael P. on

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Truck door was embarrassingly squeaky when opened. A little maintenance goes a long way. Clean yes, well maintained no.

Kaitlyn D. on

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The online check in takes forever and did not work at all to drop the truck off. Everyone was very nice and helpful though, just not impressed with the online system.

Mike C. on

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The General Manager, Keither I was very helpful, nice, and great to work with. Thank you for your time and help, you made a long day easier for me. I appreciate it. I’d definitely recommend this location.

Brejnev m. on

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Great work, keep up the good customer care service.

Kelly C. on

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The staff was very courteous, and friendly. The wait time was very minimal. Everything was explained.

Daane B. on

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Diane C. on

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Dawn H. on

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Very helpful at return Went above and beyond!

Chris M. on

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Olga B. on

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I like the staff they really are people friendly awesom costumer service Thank you 5 ??

Matthew P. on

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Brandon A. on

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Wonderful customer service! Great team.

Ron R. on

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Randal B. on

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Very Helpful staff, Called to extend rental and was worked out easily. wonderful service.

Kyle L. on

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Dan S. on

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Have a nice day

Juan P. on

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Bien amable los que me uyudo en la tienda gracias y buen cervicios

Philip H. on

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Very friendly staff.

Margarita C. on

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I had a completely wonderful experience from start to end. Employees were more than helpful and personable. The GM went above and beyond and I could not be more grateful. Best and easiest experience by far.

Nichole C. on

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They were very helpful and kind. Only reason excellent wasn't chosen, was because of pricing matters. $10 per strap for tires on auto transport, which I found odd. And some pricing discrepancies. But nothing too major that wasn't handled. But I was emotional, and they were very kind, and very understanding, and very helpful!! In their defense, I would imagine these precautions are made due to past experiences with other renters.

Krystinah T. on

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Phil A. on

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Sonya (spelling?) Was quite possibly the best representative I have ever worked with. She was amazingly friendly and kind on the phone and still managed to impress me with her professionalism and friendly personality in store. I will only be going back to this store, regardless of distance, for my next uhaul rental.

Julia Y. on

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Everything involving UHaul went perfectly. There wasn't a 10' truck available, so I got the 15' (which made me a bit nervous due to its size), and it went just fine. Loved being able to pick up in one city and drop off in another and have a set rate on the front end that I paid right away and didn't have to worry about at the end. I would 100% use UHaul again.

Robert F. on

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Nothing. I used another U-Haul (no longer in business) in GR and the difference between the two operations was night and day. I was not even aware of this site near 131, but will certainly use it again. The staff was outstanding.

James B. on

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Kevin C. on

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Had a great experience renting a U-Box for the first time. The manager went out of his way to make sure that every detail was correct before I left the facility. He provided great customer service and I would definitely rent from this U-Haul again.

fernando f. on

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Andy B. on

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Nothing that I noticed. Friendly, excellent customer service.

william r. on

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I orderd truck from burlingame location. somehow got switched to grandville street location. this cost me time and money in miles traveling to my pick up. The represenative was unsimpathetic to the fact that I had to pay extra for travel to pick up and gas. Not to mention my time. Fail! How can I get reimburst for the extra miles and travel?

Mark L. on

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Thomas B. on

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Christine B. on

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This location was quite far from where I live. I passed 4 U haul stores to get there. When I went on line to change the pick up location it was noted location chosen due to the size of the truck & availability. I feel the truck should have been transferred to the closer store because customers are charged mileage and driving further to pick up and return vehicles should not be apart of the cost!

Laurie C. on

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JOHN SAGE G. on

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Streamline the app process and make it clear what was expected before the physical check in. I don’t have good cell phone service in my city so this process was difficult.

Trent C. on

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The team was friendly and made everything easy!

Sarah H. on

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lateyka m. on

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No customer service skills. Basically you all suck ass and need to get it PROFESSIONAL.

Lynn W. on

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Nothing, Sonja was awesome!! Very friendly! I wish everyone was like her!!

John W. on

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No improvements necessary - pleasant and efficient service.

mark l. on

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Ryan K. on

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michael s. on

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Jim D. on

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Even though there was a miscommunication initially, the delivery was perfect!

Achia S. on

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Great facility. Only problem I had was that the ceiling was leaking and some of my things were ruined.

kathleen d. on

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Thank you!!

Matthew L. on

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na

Michael T. on

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It is a safe and well run facility. It is superior to any other facilities in the Greater Grand Rapids area. You get what you pay for! .

manuel v. on

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Great Customer Service

Valerie M. on

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Very knowledgeable, helpful, and nice!

carmony t. on

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Thank for y'all help on keeping my stuff safe

NICK S. on

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8 calls...8. You changed my reservation twice, cancelled it, and moved it to locations I specifically said would work for me. I was promised call backs and corrections, none of which happened. F u.

LORENZO R. on

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My experience Because the customer service was great the facility was clean and neat and I definitely want to come back

Kayla T. on

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It was ok till a rented the uhaul from you guys and he picked my mileage and the time to have the truck back then cahrgerd menmore money oh and the older and younger women u have there are rude

dolly m. on

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clean nice great guy manager i hope his name is keight if not im sorry it can awesome verry profesional kind explain verry well took his time thank you i recomend this place to any .

mike h. on

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Keith Batchelor, General Manager, does an excellent job!

John M. on

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Keith was great! Took us through the whole process. Super helpful.

Matthew V. on

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Outstanding service and excellent people.

Claire L. on

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On the way to Grand Rapids, my U-Box was switched with another one and sent to New York. Despite the terrible situation, Keith the manager was very responsive and understanding.

Anu A. on

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Great!

alethia s. on

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Great

bruce o. on

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Free first month, friendly & engaged staff, very clean facility, It is great having free carts to use.

Brandon W. on

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Very friendly and helpful staff! Had problems with my U-Boxes and they helped to solve the situations quickly and friendly!

Alicia Nicole B. on

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Great service from all the staff!

STEVE J. on

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Very impressive facility AND staff!

Scott T. on

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Very friendly staff, very helpful! Great storage facility, clean, well lighted, secure. Would definitely recommend this site to other people.

Ketashia B. on

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Their Store Manager Keith was very helpful.

austin k. on

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thumbs up