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.
I was given the wrong size storage unit at first then charged to upgrade. My payment date was messed up. My first payment never got processed so I had to call and fix that. No one ever answers the phone when you try to call
donald i.
|
First Impressions
Rating:
5.0
Na
ERIK R.
Rating:
3.0
Customer did not leave a comment.
Andrew B.
Rating:
4.0
Customer did not leave a comment.
Polly C.
Rating:
3.0
I thought my storage unit would be a larger one for a 3 bedroom home but once arrived at the unit it wasn’t the correct one. All items that needed to be stored was not able to be.
jazmine c.
|
First Impressions
Rating:
1.0
The wrorst experience I ever had with uhal
DEANNA H.
Rating:
1.0
The staff needs to take a course on professionalism and practical manners.
PEDRO R.
Rating:
2.0
The trucks A/C worked only part of the time. My biggest issue was having to give out several phone numbers for ( security reasons). Also my reservation was transferred to another location a lot farther away. Also I don't understand how you can give someone a truck with 1/4 tank of gas. I ended up stopping several times for gas. If I was given a full tank I would have only stopped once. This was very annoying!!
BRYAN V.
Rating:
5.0
Customer did not leave a comment.
JIMMIE J.
Rating:
4.0
Customer did not leave a comment.
JOSE R.
Rating:
5.0
Customer did not leave a comment.
Leland R.
Rating:
5.0
Mario was wonderful...quick, thorough service and had a smile the entire time even though they were very busy!
KRISTIN L.
Rating:
5.0
Staff were very helpful in responding to questions. Continue to keep the ‘Customer First' mentality.
PHILLIP M.
Rating:
4.0
Customer did not leave a comment.
Scott H.
Rating:
4.0
I turned the truck in the same day we rented and was charged $20 for an after hours dropoff. I can't help the location was not open and having a job means not being able to return the truck on a work day.
Aaron N.
Rating:
5.0
Customer did not leave a comment.
JOHN C.
Rating:
5.0
Customer did not leave a comment.
Laurent P.
Rating:
5.0
Everything was well organized. Customer service was great
ERIC K.
Rating:
5.0
Excellent service !!
WILLIAM F.
Rating:
5.0
n/a
Celine V.
Rating:
1.0
I did not add anything to the truck inside the cabin except my phone and a water bottle that I took with me after I dropped it off. It did have a funky smell inside the cabin when I picked it up, but I disregarded it knowing I didn't add to the stench. Even though I didn't add anything dirty to the vehicle I was charged a cleaning fee for no reason that I'm aware of.
Joseph S.
Rating:
5.0
Was the best service I ever have. Thank you
CARLY G.
Rating:
5.0
Customer did not leave a comment.
DEBRA P.
Rating:
5.0
Customer service was Awesome and friendly 💯ðŸ‘ðŸ¿
TERESA H.
Rating:
2.0
Odd experience with the clerk DEMANDING three different phone numbers for reference. They actually called the third number and asked my son if he knew me. What is gained by this? They have my credit card and driver's license. Hard to believe this is a corporate policy. I would really like to get an explanation for this requirement.
ROBERT M.
Rating:
4.0
The window of the truck had some om the inside other than that everything was clean and friendly staff
BARBARA M.
Rating:
5.0
The employees were really nice and friendly..
DOROTHY M.
Rating:
5.0
Customer did not leave a comment.
VINCENT M.
Rating:
5.0
Customer did not leave a comment.
CHRISTOPHER H.
Rating:
1.0
The CSR Monica W., should not be a CSR until she goes through some customer service coaching. Customers should not be HOLLERED/SCREAMED at period!!! This young lady is a HORRIBLE representation for your company!
GINA C.
Rating:
3.0
The website is terrible. I couldn't get it to accept my return and the process of actually renting the equipment took nearly an hour between the online rental and in-store after the website wouldn't work.
Wayne S.
Rating:
1.0
Customer did not leave a comment.
Amber W.
Rating:
5.0
Customer did not leave a comment.
KAREN F.
Rating:
1.0
Customer did not leave a comment.
Allen Electrical S.
Rating:
3.0
The pictures/phone numbers/phone location access/etc. was entirely too invasive.
I will not return to uhaul as a customer.
BARAK W.
Rating:
5.0
Customer did not leave a comment.
KRISTIN D.
Rating:
1.0
The express check in is a joke. The pages either don't load or take forever. I filled out all the info at home then had to start over when i got there. I had to do everything twice then had to do it all over again with the person inside anyway. So it took 45 mins for an express check and the equipment wasn't even in the truck and ready to go.
NICHOLAS R.
Rating:
3.0
No where online.does it say that a customer has to have two telephone numbers to rent. I had left my cell phone at home and had to travel 20 miles one way , and get it in order to rent the unit. Also, both of the cab window visors were broken and lying on the floor of the cab.
Ronald W.
Rating:
5.0
Customer did not leave a comment.
GLENN H.
Rating:
3.0
Customer did not leave a comment.
DAVID H.
|
Overall Experience
Rating:
3.0
Customer did not leave a comment.
KENNESHA G.
Rating:
5.0
Customer did not leave a comment.
JEFFREY C.
Rating:
5.0
Customer service was awesome.
RHONDA Y.
Rating:
5.0
Customer did not leave a comment.
OUSMANE P.
Rating:
5.0
All people were helpful and professional. I DID NOT get the equipment I rented. I want my 50$ equipment guarantee.
MATHEW S.
Rating:
3.0
Customer did not leave a comment.
collins R.
Rating:
3.0
I rented a truck and was told that the gas guage was 1/2 tank. I took a picture of the guage and it was slightly less than 1/2. Before I returned it, I filled the gas tank to where it's original guage was. I still was charged extra because it didn't show right at 1/2. I have pictures of when I left and when I arrived to drop off. They need to be more accurate when it comes to these things.
Rodel T.
Rating:
5.0
Very quick check in, very thorough. The only confusion was where my truck was parked, so more precise directions would have saved wandering around. The truck was clean except the window glass needed more work. The truck was great for my needs, moving my workshop contents 220 miles.
Warwick A.
Rating:
4.0
Please make sure the windshield is clean.
Rebecca M.
Rating:
5.0
Customer did not leave a comment.
Alexis J.
|
First Impressions
Rating:
4.0
It was a hectic time and I was trying to get a truck after hours. The system worked very well. Unfortunately, I could not use the truck because it was scheduled to go out in the AM.
Christopher C.
Rating:
5.0
Customer did not leave a comment.
GLEN K.
Rating:
3.0
Only issue the employees seemed to be overwhelm poor customer service I had to wait and ask someone to help me in the parking lot and when I can back they were short and abrupt and I was charged for two days and only used for one day
Timothy T.
Rating:
4.0
Customer did not leave a comment.
Dana S.
Rating:
5.0
Customer did not leave a comment.
Flo P.
Rating:
5.0
Always great service
CURTIS R.
Rating:
3.0
Need more customer service associates. Had a reservation and still took 30 minutes to pick up van.
Dylan C.
Rating:
3.0
The app to return the truck after hours didn't work..
Dareusz K.
Rating:
5.0
Keep doing what you're doing. And keep Chyne. She was very personable.
PHILIP T.
Rating:
3.0
Fair customer service. Everybody so busy doing stuff that they cannot wait on customers. Disgusted with return. I rentd unit for 12 hours. Brought it back in 9.5 hours. It was after hours. I did not have a cell phone with me to do online return. U Haul provided no phone of way to contact anyone. I called 1 800 UHAUL when I got hoime, held on the phone for 27 minutes then hung up. You charged me $20.00 after hours fee. I protest this. I went to branch, girl behind counter stopped highlighting on a legal pad after me standing there for 5 minutes. Looked u and siad what you need?, I told her I wanted a refund of the $20.00. We can't do that. I asked for the manager to call me. Haven't heard from her yet. How do you expect anyone without a cell phone or computer to contact you. I did my part and returned in less time. I want my money back. I intend to contact the attorney general office in NC to file a disputed claim. This is just another way for you to get more $$$ from customers. I resent it.
RONNIE L.
Rating:
5.0
Make the return my truck less trouble about the location
MICHEAL S.
Rating:
4.0
Customer did not leave a comment.
ANDRE I.
Rating:
5.0
Customer did not leave a comment.
Angela H.
Rating:
4.0
Customer did not leave a comment.
jermy W.
Rating:
5.0
Great service.
MICHAEL R.
Rating:
5.0
I think the young lady who rented me the truck needs some self reflection time. Not very nice or friendly. The young lady who helped me find my truck and Checked me out when I returned is a real gem. She was excellent
KIM R.
Rating:
3.0
Husband checked oil for me and I noticed while driving the van it was driving funny sputtering really bad, air conditioning kept going in and out.
ERICA J.
Rating:
5.0
Customer did not leave a comment.
AARON K.
Rating:
5.0
Everything went smoothly and staff was very helpful!!
Daniel B.
Rating:
3.0
The gas was less than 1/2 full. I noted it, and took a picture but, I could not upload it on the contract because I had met the photo upload limit. Therefore, I took my own picture and when I returned the truck, I was charged for fuel anyway; although, I was told by McKenzie, that Chyne, didn't charge me when she checked the truck back in.
Karen F.
Rating:
5.0
n/a
CELINE V.
Rating:
5.0
Customer did not leave a comment.
Terry H.
|
Overall Experience
Rating:
4.0
Give better description on how to use the return key option
CLAUDE B.
Rating:
4.0
Have more patience with the customer. If a person doesn't know something they don't know
MARK C.
Rating:
2.0
Training needs to improve, knowledge of equipment needs to improve , knowledge of payment over the phone needs to improve or allowed, I was at pick up location for 2 hours delaying load time, maybe offer new employees a bonus for sign on
CHRISTOPHER D.
Rating:
5.0
Customer did not leave a comment.
Zaniya D.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Derek S.
Rating:
1.0
Over an hour and no solution to my issue with the size of my unit. Very disappointing.
Ebony H.
|
First Impressions
Rating:
3.0
I try to be patient, but the wait is always really long.
PETER G.
Rating:
5.0
Nothing come to mind.
ANTHONY W.
Rating:
1.0
Customer did not leave a comment.
TOMMY R.
Rating:
5.0
Have more furniture dollys
NORMAN L.
Rating:
3.0
Poor conditions of equipment.
JOSE V.
Rating:
1.0
Very disorganized. Would not answer phone, had to drive there to talk to someone.
JESSICA N.
Rating:
4.0
Two wheel tow dolly was ready when I scheduled it for pickup. It was in good shape with no issues. I have towed vehicles like this many times and there were no surprises this time. I used self check-in for after-hours return this time.... Smooth process and very convenient.
ROY H.
Rating:
5.0
Excellent customer service and friendly associates
EMILY W.
Rating:
3.0
The truck was so hot, the air did not work and we had to stop multiple times because driving made all of us dizzy and nauseated. I had to pay an extra $125 for a helper because we got sick. All we were moving was a small bookcase, a desk and a table.
SOFIA S.
Rating:
5.0
Just to make sure that customer s understand the rates.
NATHAN F.
Rating:
4.0
Agent who checked me in was fine, but didn't give me the total cost and couldn't help me with the problems I incurred trying to pick up the vehicle.
Margaret N.
Rating:
5.0
Why do you make regular customers jump through hoops everytime. If I created a profile on lime it should be so hard. Example I rent a van every 3 or4 weeks for catering why can't I be saved in the system. I am at the point now where buying a van makes sense
ADAM S.
Rating:
5.0
Wonderful guys working in it
ADNAN M.
Rating:
5.0
Mckensie (sorry if I misspelled it). She is awesome. Great to work with.
Joe B.
Rating:
5.0
Customer did not leave a comment.
Axel K.
Rating:
4.0
Customer did not leave a comment.
DALE D.
Rating:
5.0
Customer did not leave a comment.
james S.
Rating:
3.0
Teacher employees better customer service and how to speak to customers
RONALD B.
Rating:
5.0
Customer Service were extremely rude upon check in. They treated like a lying criminal. They didn't provide me with the dolly I ordered
Thank goodness they weren't there at drop off. I was dreading having to deal with them again. The crew at drop off were very nice and professional. They adjusted my cost for the missing dolly.
JULIE C.
Rating:
1.0
This was the third time I did service with this location within 2 months. My first reservation which was at noon was canceled at 9am. When I called at 11 am to confirm said reservation I was told it was canceled due to no show and was told that I was called to be informed that morning that they were canceling, but never left a voicemail. It was before the reservation time so no show was impossible. The agent on the phone was very rude and had no answers to any of my questions as to why it was canceled in the first place.
BOBBY L.
Rating:
4.0
Customer did not leave a comment.
Michael N.
|
Overall Experience
Rating:
4.0
Customer did not leave a comment.
MICHELE M.
Rating:
4.0
Mackenzie the Manager made a very frustrating situation better. I setup everything online, but when I arrived was informed of my mistake. She was patient and professional. She found me a space at another store, gave me the free month that I thought I reserved online. She saved me as customer.
LEE H.
|
Overall Experience
Rating:
3.0
it was fine, but the fuel was less than 7/8 and i took a pic o fhis and uploaded it
BRYAN B.
Rating:
2.0
My schedule pick up time was 8a.m., due to traffic I got there at 8:30. I was suppose to do a self check-in. First, the system would not recognize my location. The associate that was working could not tell me where the store location barcode was located. And told me that I had to do it online since I schedule VA self pick-up option. Then once I finally found the barcode on my own, the system would not accept the picture of the store barcode. I finally whet in the store and the same associate that told me I had to do it online eventually checked me in over the counter.
There was only 2 people working during the a.m. shift and it was a very busy morning.
TAMAR C.
Rating:
3.0
Customer did not leave a comment.
STEFANY C.
|
First Impressions
Rating:
4.0
The overall return process online was very time consuming and kept reloading. It took us 45/50 minutes. I had to call to have bill corrected and am waiting for credit to post.
David S.
Rating:
5.0
They went above and beyond to accommodate us and suceeded
OLIVIA K.
Rating:
3.0
Customer did not leave a comment.
CHARLES H.
Rating:
5.0
I love how clean the inside of the uhual was. You can smell that the employee cleaned. Also very informative about packing material.
JATZMIN J.
Rating:
2.0
Customer did not leave a comment.
Andrea A.
|
First Impressions
Rating:
2.0
The lady who greeted and entered my information was rude and VERY unprofessional. Shedid not explain anything and was very irritated when we aksed questions. She was very forceful in her approach to customer service to me and others in other lines served by other employees. I am used to Wilkinson Blvd location where I receive ONLY professional service and very accurate service without any desceptive practices..
Maha G.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Ricky D.
|
First Impressions
Rating:
4.0
The price for my storage was way too high for it to be so small. I feel the price could have been much lower than 99.95 for a very small unit.
Cynitra A.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Tommy B.
|
Overall Experience
Rating:
5.0
Thanks for taking care of my things in this time and era a lot has happen. Wish your family the best. Ms Sharon Huett
Sharon H.
|
Overall Experience
Rating:
4.0
Awesome job by your staff!!!
sophia j.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Delmy E.
|
Overall Experience
Rating:
5.0
Cindy and her staff are awesome and always courteous and helpful!
Lisa P.
|
Overall Experience
Rating:
4.0
Customer did not leave a comment.
Toni G.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Kelly F.
|
Overall Experience
Rating:
1.0
So I wrote a review a few days ago about how I was trying to move and the elevator broke and the hassle I had to go through to get things straight. A few days after that the manager called me and told me how much she believed in quality customer service and how she was going to give me a truck at no cost so I could move the rest of my stuff. Well, I just got charged for the truck. Turns out everything she said was just a bunch of talk. Very dishonest.
Terry S.
|
Overall Experience
Rating:
5.0
The staff was always helpful, and greeted you with a welcome
geraldine m.
|
Overall Experience
Rating:
1.0
Elevator broke while trying to move from second floor. Lady at front was not accommodating, due to the amount of time that it was taking to move with the elevator being broken it cost us more financially because we hired help. Two other employees that were younger were apologetic. However the lady in charge was extremely rude and had poor customer service. We have always paid on time and have used the facility several occasions. This is not the experience I expected when moving out.
thomas B.
|
Overall Experience
Rating:
4.0
Very courteous and welcoming staff although it was difficult to access the facility on the first day after hours. We called the staff and they tried their best to assist but the system was not working
Tendai G.
|
First Impressions
Rating:
2.0
The parking lot sucks! You can’t get in to return a truck. The lanes are blocked off. The service women are hateful and It took an hour to be waited on the first time. For half of that time no service people were around. Upon moving out of storage the same thing. Waited inside 30 min with no people anywhere. Finally just gave up and left.
DEBBIE P.
|
Overall Experience
Rating:
4.0
Thank you for your service and your honor to the community.
beverly t.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
PAUL S.
|
Overall Experience
Rating:
5.0
Yes awesome people and I will
Use this location when needed again
Love to all
(Mr.patience)
donny h.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Donna B.
|
Overall Experience
Rating:
5.0
McKenzie was a big help. Explained rental of storage unit and truck very well. Very pleased with the service.
jason m.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
steven d.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Phyllis A C.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
KIMBERLY W.
|
Overall Experience
Rating:
5.0
Very good experience. Staff very helpful and made sure everything worked. I did notice today that the soap dispenser restroom in the storage building was broken.
Darrell E.
|
First Impressions
Rating:
5.0
Everyone was very helpful and explained the process to me clearly. You have a great staff and the facility is clean and workable for all types of uses. Thanks to all the staff.
Rodney R.
|
First Impressions
Rating:
4.0
I was a bit irritated at first but , it all worked out in the end.
geraldine m.
|
First Impressions
Rating:
4.0
Customer did not leave a comment.
Adam B.
|
Overall Experience
Rating:
5.0
I’ve always used U Hal as my storage place for my personal belongings I need the near future if I ever have to use it again I will come back to U Hal I’m Franklin and Gastonia you’ll have always been if I needed any questions they were always answeredIf I had any problems they were always resolved you guys keep up the good work thank you
Patricia C.
|
Overall Experience
Rating:
5.0
None
Priscilla J.
|
Overall Experience
Rating:
5.0
Cindy's a rock star!
Randy H.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
hal a.
|
First Impressions
Rating:
5.0
2nd time here. I'll keep coming back if ever applicable
Randy H.
|
First Impressions
Rating:
5.0
I would recommend U-Haul to everyone I know thank you U-Haul.
lori t.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Ron S.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Willie M.
|
First Impressions
Rating:
1.0
Ill never use uhaul again
Kevin B.
|
Overall Experience
Rating:
1.0
I had to go all the way to Walmart and purchase a Brinks lock because this U-Haul location did not have one on the day I moved in. Then two days later they moved me out without my permission. My lock was cut off and they went through my stuff. I was told it was to find out who the storage unit belonged to but that should have been in the computer along with my phone number. Nobody bothered to call me to ask me if I had moved out before cutting my lock off. The day they cut my lock off I got a phone call asking if I had two storage units. I told them I just had one and they said ok. They never mentioned they had cut my lock off. There was no apology or offer to replace my Brinks lock. They did give me a u-haul lock. I didn’t find out the lock had been removed until I arrived at the storage unit on Friday and my keys did not work. Luckily I arrived during office hours. I asked the ladies in the office why my lock was switched and there was a white tag on the door but nobody seemed to know what a white tag meant. They eventually found the keys to the new lock and I moved out.
Derek C.
|
First Impressions
Rating:
2.0
My access card didn't work and I rented a moving truck to move my things a couldn't due to my access card being denied twice so I wasted a whole u-haul rental when I should have been moving. I contacted customer service only to be told after going in circles that they have no access to the cards to help me so it was a waste of time and I still need to move. hopefully U-Haul pays for another day because it's their fault that I can't have access to get to my storage because my card doesn't work and you don't open back up until 9 on Sunday and my truck is due back at that time.
Zephaniah M.
|
First Impressions
Rating:
5.0
Every step of the way we were helped by members of the team. Storage facility was climate controlled which was great during the heat of the summer. Staff was accommodating while our very large moving truck occupied the loading dock. Highly recommend.
colleen l.
|
Overall Experience
Rating:
5.0
Enjoyed the experience!
BRENDA H.
|
Overall Experience
Rating:
5.0
I loved everything about it I had one of the biggest storage sizes sand it was a breeze moving out, I also loved that there was no bugs.
Irene G.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Robert S.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Taylor M.
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
LINDSEY S.
|
Overall Experience
Rating:
3.0
I have used this location several times. Parking is an issue. The rental trucks are parked and stored where customers are supposed to park to load and unload. If you don’t have a way for your customers to use your facility then it is useless. I moved to a new facility that is more accessible. Also the temperature is 80 degrees upstairs making it hard to work in your space.
Michelle G.
|
Overall Experience
Rating:
3.0
Customer did not leave a comment.
CHAD C.
|
Overall Experience
Rating:
3.0
Customer did not leave a comment.
Sharon P.
|
Overall Experience
Rating:
5.0
This facility was clean and well maintained. I would highly recommend it.
JANE P.
|
Overall Experience
Rating:
5.0
Thank you!
debbie h.
|
Overall Experience
Rating:
4.0
The staff was stretched out. I spent 20 minutes on the phone reserving truck and storage, 20 minutes trying to provide online info that obviously didn't transmit, 30 minutes checking in at the facility for truck, 20 minutes getting storage. I had to provide 4 phone numbers, and an address other than my own which seems a bit excessive. Truck and Facility very clean.
Ricky d.
|
First Impressions
Rating:
4.0
Customer did not leave a comment.
sapan k.
|
Overall Experience
Rating:
5.0
perfect size and location for our needs. friendly staff
Teddi D.
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
JASON M.
|
Overall Experience
Rating:
4.0
Customer did not leave a comment.
kimberly C.
|
Overall Experience
Rating:
5.0
Good
paul j.
|
Overall Experience
Rating:
5.0
Excellent customer service and clean, secure facility. Highly recommend.
JOYE R.
|
Overall Experience
Rating:
5.0
Good experience
paul j.
|
First Impressions
Rating:
5.0
Great experience
melinda d.
|
Overall Experience
Rating:
5.0
Staff very helpful and frendly.
Brian B.
|
First Impressions
Rating:
5.0
Everything was fine
Lynda S.
|
Overall Experience
Rating:
5.0
I felt attended to as a person, as well as a valued customer of U-Haul
paul j.
|
Overall Experience
Rating:
5.0
Customer service was outstanding. Great experience and would recommend this location to anyone in this area who is looking for a storage facility.
melinda d.
|
First Impressions
Rating:
5.0
very great place
CHRISTOPHER S.
|
Overall Experience
Rating:
5.0
The staff was very professional and helpful
astride d.
|
First Impressions
Rating:
5.0
It was an excellent experience. Staff was very helpful and knowledgeable. I highly recommend Uhaul of Gastonia.
melissa l.
|
Overall Experience
Rating:
5.0
Great Customer Service. Those ladies rock!
casey P.
|
First Impressions
Rating:
4.0
My biggest complaint would be that they park and store large trucks at the dock most of the time and this makes getting in to unload a trailer or anything more difficult due to no space
JOSEPH B.
|
Overall Experience
Rating:
5.0
My representative was very patient and courteous.
Duane R.
|
First Impressions
Rating:
5.0
Excellent service
jeffrey g.
|
First Impressions
Rating:
1.0
Do not use Uhaul They will rip you off I have rented a van checked it in on July 14th 3 days later my Credit card Was charged 1,100 dollars they said was damaged When I return it that was a lie
donna s.
|
First Impressions
Rating:
5.0
Very courteous staff at Gastonia location, very helpful and friendly.