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.
Observed it on the road. Access to loading dock was key - I could not find anyone else with the loading dock
the truck was new and performed well, and the transaction went smoothly as well
Be back there in the future.
Customer Service fast and friendly
as usual the transaction went smoothly and professionally ...
I would like to see the dolly included with the price of the rental if that's possible.
Take better care of your trucks and make sure the truck is fully gassed up. Do the repairs to the box that's needed. Don't be Hypocrites about masks.
Very friendly young woman who I spoke to on the phone and in person. She would be the reason I come back.
this transaction went just fine, and the truck was a good performer as well ...
When I stopped the young lady had me processed and checked before I got out of my toe vehicle.
We had a very good moving experience from the time we picked up our truck to the end of packing the contents in your storage lockers. Jay
Equipment we paid to rent was not in the van. I called to ask about it, and they said the local store would call to resolve it by bringing the missing equipment to me. They never called. When I returned the van, they seemed unconcerned that we paid for something we did not get. Overall, the entire experience was very poor. I'm still not sure how a $39.95 advertised price ballooned as high as it did with bogus fees and things we paid for but never received.
They stole my deposit. Didn't have any idea what he was doing. Was very rude and took way.way too long to get it done. I will never use uhaul again in life. Worst experience of my life from begging to end
U-Haul placed me on an eAlert, but let me rent from them, without question several times. One month ago I "set up everything for mobile pickup". I did not receive any warning or ALERT. When I went to pick up the rental, the manager tells me I can't rent from them, I have an eAlert. Turns of it was a bogus claim, I got that taken care of and rented again. Two weeks later, the exact same thing happened, relating to the same issue. Why was I not told when I made the appointment? U-Haul advertised, pick up and drop off "ALL FROM MY PHONE". Why did U-Haul allow me to complete the transaction, without a word, until I drove all the way "twice" to the location? This issue could have been resolved without wasting my time. U-Haul Corp has no respect for me or my time. I am a wild dog to them and should be begging them for their loyalty.
The lot ingress and egress were a little confusing. The entrance to the lot is only labeled "Return". I entered the lot's exit because it wasn't clear how to enter the lot as a new customer.
Too slow - had to repeat same things i supplied when i checked in online
Did not have furniture dolly which we reserved online at this location.
I first used U-Haul in December 5,2020 coming from Atlanta,GA & drop-off was at your location. Your service was Excellent THEN ðŸ‘ðŸ¾ðŸ‘🾠Excellent NOW ðŸ‘ðŸ¾ðŸ‘ðŸ¾
Excellent service, accommodating and professional! No issues at all with my storage..would definitely recommend!
Great experience, well run facility.
I was able to add an extra day with absolutely no trouble at all
Abigail did a great job !! She made sure I understood everything. Was a great help to me and made everything so much more easy for me to deal with . Will come back again for great service !!
Robert at the U Haul, Grandville Ave location in Grand Rapids was so helpful. When the U box arrived there from California, he was readily available for questions, had the box ready for pickup at the desired time and went over and above in helping get the box on our vehicle's hitch. He was very professional and knowledgeable. Through the entire experience of getting the U Box across the country, the U Haul customer service team was very helpful. Our interactions with Robert to end the experience left a very positive impression about working with U Haul for a big move.
The staff was friendly and helpful! They were already waiting for me to arrive! The only issue I had was that the price I was quoted on phone was $44/day, but when I got there, the price became $56/day! Maybe your call center screwed up with quoting a price. Wasn't happy about that!
Drop off service was quick and convenient.
Your people were the best. They went above and beyond to help and make sure everything was taken care of. Bonuses would be in order.
Great experience and service. Thank you!
The people at the location in GR worked hard to go above and beyond to help and everything went well but trying to call and set things up did not go well. I would recommend looking at your systems as they were giving them trouble 2 out of the three times I spoke with someone.
great experience from online reservation to pick up to drop off. thanks!
They only care about the money and not the actual costumer.
Was not happy that when truck was booked, pop up said eligible for free month storage space. Called and talked to rep, set up the space, repeatedly asked if absolutely certain this counted since truck pick up/drop off same place and reassured YES. Then when I went to get the truck and check on storage, learned the information provided at the booking was incorrect and I was left scrambling to find a place to store furniture for our new office that was not ready to move into yet. Made for unnecessary stressful day. Better training of staff needed to avoid this from happening to another customer.
The system of taking pictures of every bump and scratch is time-consuming. Please consider finding another way to record what is happening with your equiptment.
Really excellent - some challenges with my phone and getting the location to load on the app. We then used my wife's phone and it worked. Not a big deal but I did have "Locations" on for Safari but it still didn't work. Still - great experience with U-Haul. Very convenient location too.
This was the worse experience I have ever had, lied too and ripped off
More counter help on weekends. The young lady working was very professional and thorough. Your lucky to have her. Very very long line and things would have been ugly without her. She's an exceptional employee
In my opinion, you really can not improve the best customer service unless you add a point system i.e. a rewards system for usage and mileage. I have been a customer if UHaul Moving and Storage for the past 22 years. (This includes Storage service and Truck and equipment rentals) and you have always been superb
Courtesy is(was) the key. The staff was respectful and answered all my questions
None. So easy and helpful and fast.
The staff member working was genuinely nice and answered my questions in a way such that I felt comfortable utilizing this service as well as leaving my car at a local street nearby
Polite & efficient staff. Clean and newer rental van but radio broken and change oil indicator light was on.
Would be nice if all rentals had a ramp to assist in loading.
Robert was very rude and disrespectful when he called me about returning the van because I was a day late. I am a black business owner and felt very disrespected and I will never ever rent from there again andor recommend them.
Horrible experience. I frequent this location for work, and will never use it again.
Keep up the good work. This ended up being a very confused rental because of two COVID related cancellations and rescheduling. You guys accommodated us every step of the way. Thanks again.
Manager was very helpful getting set up with proper hitch for the trailer I wanted to pull. Gave me helpful hints for pulling the trailer.
You're doing everything right. Great service, great equipment, great price!
The crew makes the difference, Robert and Rocky are great to work with, there was a lady outside taking care of property and then inside as well, didn't get her name but talked briefly and friendly ! Really good place.
The check out process was excruciating. Either the software has too many steps or the counter staff doesn't know how to effectively use it. It took 30 minutes to do the paperwork to rent a $10.00 appliance dolly and then another 20 minutes to drop it off and obtain a receipt.
Nothing it was a seamless pick up and move to Florida! Thank you for making a hectic venture smooth and less stressful!
Great customer service by Mr. Bonebrake
They were so helpful several times on phone and in person. The manager could not have been any better.
I simply dropped off my vehicle and trailer. no interaction, but the location was organized and clean.
Scamming location overcharged me and won't Give me back my Money
The young man who came out to get the trailer was very nice.
The staff at this location, specifically Robert, was amazing to deal with. Friendly, professional and really made the experience great.
Keep doing what your doing, the service was exceptional, especially the manager that was on staff, he's top notch!!!ðŸ‘
Everything was nice. The whole experience was good from beginning to end. Person that helped set up the truck was very nice also. Jacob. Will definitely use you again on our next move.
Nice ride in van. Forgot to give me blankets. Big line. Was helped by another person quickly.
I used the app/online process. When I picked up the truck it took 20 minutes to approve and release the vehicle. That was way to long. Otherwise it was good and affordable......thanks
I went after hours to pick up a van. I tried using their online option to get the keys and it took awhile to load and process, even when trying to use two different smart phones. After 15 or so minutes I finally get the code for my lock box to the van, I open it, and the keys were never placed inside for me. When I called U-Haul for help, a worker informed me I couldn't drive a van but there was a box truck and flatbed truck available. Neither that I necessarily wanted but I went with the box truck. He said he would contact the GM but I'm not sure if anything came of that. Truck was otherwise clean and easy to drive and I dropped it off without a problem. Definitely easier to do during store hours when there's a worker to help in person.
Couldn't get anyone on the phone, quick to slap on late payments but no issues with our card. TERRIBLE CUSTOMER SERVICE .... NEVER GOING BACK!
Abigail was wonderful...and she was doing a great job training someone while assisting me! There were a lot of people in line, and another staff (male) was just sitting there not helping people. Why was he even there?
i been with you guys for a while.i like it here.the staff last name beesley is the best verry kind profesional.she reminds me of your awesome manager.we miss you get better soon.
Rat droppings were all over my items.
UNSUBSCRIBE ME FROM EMAILS PLEASE
Need more staff
I found mouse droppings in my boxes and some of my belongings (blankets, bags) had holes chewed into them by the mice.
Very helpful employees, even helped us get a bigger unit because the one we rented was too small
The downtown team is ALWAYS professional, helpful and cater to my needs. The facilities are always clean and accommodating. I won't go anywhere else.
Outside entry to storage area very unkempt with bid poop everywhere...employee very friendly and eager to please ver helpful
Staff is always helpful and kind
The best imaginable experience...stellar. I highly recommend this location to anyone needing storage and/or equipment.
Thanks for the excellent service and help. The storage unit was well worth it and we will look to utilize this location for future storage needs!
This facility and it’s staff were awesome. Sorry to say the facility on 28th st Kentwood was the polar opposite. I found the staff condescending, rude and very unhelpful. I used both facilities multiple times over the 8 weeks with same results at both places despite different people on my visits. Can only think the 28th St facility needs a serious management overhaul.
I've had the best possible experience with this U-Haul location. The management and staff are considerate and helpful, going above and beyond to help whenever possible. Moving is always stressful, but this was flawless.
Keith Batchelders store on Grandville ave. Grand Rapids Michigan. Keith was there everyday working hard. You are a good manager and hope that you will get far! Staff was friendly and always helpfu
Thanks for helping make my move easier! I'll keep this place in mind if I need to store things again.
My only issue was that the person moving my stuff out of storage was allowed to turn my card and cancel my lease when I wasn’t finished. No one contacted me.
Thanks so much for letting me rent with y'all! And thanks for y'all patients!
The second card swipe takes several times before it registers.
Very professional. Very clean. Best storage facility I've ever encountered.
People at both ends were awesome
The only thing I wish had been different is if my account could be prorated. I am done with the unit I was renting, cancelled it on Friday the 20th, payment due date was the 17th.
It’s was ok
Very well organized and manager was so out going ! Great experience and I love to be renting
Keith was very patient and helpful he explained everything in detail to me and made sure. I understood before I left.
Very nice staff and manager. Will definitely recommend.
Policy training is needed at all locations. Burlingame location needs a overhaul with stafRude and very unprofessional, from the counter rep to Lisa the GM. Keith made everything right and I give 5☆'s
Could not have been a better experience
Brandi was knowledgeable and helpful. The process was quick.
Very convenient and secure
Pricing a little steep. Not all staff can provide 24 hour access. Able to get a unit (over twice the size) for alot less. Other company waived 24 hour access fee since we're nonprofit.
Excellent experience. Outstanding location.
Everyone from the General Mgr. , on down were amazing. I would recommend this place to everyone. They made me feel like family. 5 star rating for sure.
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Had to pay for a extra month but overall it was ok. A little pricey
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!
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.
Inderia was great, helpful, knowledable, quick and with a great attitude! Facility is one of this best I've seen.
Indira was very helpful and did a great job
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.
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
Have a nice day
The team was friendly and made everything easy!
Even though there was a miscommunication initially, the delivery was perfect!
Great facility. Only problem I had was that the ceiling was leaking and some of my things were ruined.
Thank you!!
na
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! .
Great Customer Service
Very knowledgeable, helpful, and nice!
Thank for y'all help on keeping my stuff safe
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.
My experience Because the customer service was great the facility was clean and neat and I definitely want to come back
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
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 .
Keith Batchelor, General Manager, does an excellent job!
Keith was great! Took us through the whole process. Super helpful.
Outstanding service and excellent people.
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.
Great!
Great
Free first month, friendly & engaged staff, very clean facility, It is great having free carts to use.
Very friendly and helpful staff! Had problems with my U-Boxes and they helped to solve the situations quickly and friendly!
Great service from all the staff!
Very impressive facility AND staff!
Very friendly staff, very helpful! Great storage facility, clean, well lighted, secure. Would definitely recommend this site to other people.
Their Store Manager Keith was very helpful.
thumbs up
