Customer Reviews for U-Haul Moving & Storage of Lexington

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 Lexington

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Ronald H. on

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Stephen B. on

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Bringing back the truck after hours and doing the smartphone checkout procedure was a nightmare and couldn't be completed on site, due to my safety concerns. I was on hold all the way home with the call center, never got through, gave up. Would recommend Penske to anyone that may have to turn there truck in after hours.

Angela J. on

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Jessica P. on

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The call center lady was terribly rude and did not listen to what I was asking.

Sherry G. on

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Doyce H. on

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John B. on

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I had trouble with the return my rental app It would not let me share my location I returned the truck Sunday morning 1:10am I was pleased not to be charged the $20 fee I appreciate management not incurring that charge since this has happened more than once.

Nick B. on

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I ordered a 26’ truck in Georgetown my and ended up with a 20’ in Lexington. I was an hour behind on my day because of the change and extra drive time.

Gary J. on

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More counter workers to alleviate lines

James A. on

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Didn’t have the appliance dolly as requested and reserved the week prior, people at desk were no help and just said the guy in the back must have sold them all. Dropped off truck in drive thru to the right of the store to employee and said that was all I needed to do. Found out today I was charged 20.00 extra for an after hrs charge when i dropped it off while the store was open.

Robert S. on

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Need better communication. I had to call 3 different times to customer service. And my truck was checked in correctly but was on hold. Customer service tried several times to contact the store but no one would answer. Wasn't until i talked to someone from the regional office that the issue was solved. Thank you again stacy from regional office. She was very professional and made things right.

Robert R. on

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Mila S. on

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Even though the mileage was off, they ended up correcting it right away and at no hassle. Thank you very much

Robert S. on

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Excellent customer service. Great staff!

Tadarvis G. on

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Thanks!

Lisa D. on

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I had confirmed to p/u equipment @ 5pm at the Trent Blvd Center close to my home in Lexington KY. No truck when I got there, and no one would help, stating they had no idea when the truck would be back. 1 other identical truck size there, said it was broken. Would not call U haul for me. I called customer service, they were not helpful, wanted to start my reservation all over again. Had to prompt them 3 times to find me another truck, I ended up 10 miles away, in rush hour traffic, a 2 hour turn around, and missed my pre scheduled movers back at the site. If you don't have the available equipment at the chosen store at the chosen time, that needs to be stated up front so other arrangements can be made. Being greedy, and scheduling something not available is a terrible thing to due to customers...I would have had plenty of time to re arrange my job instead of the last minute goat screw I got had the site not tried to practically double book if there were issues with availability. This was a very poor experience during an already stressful time and I am not happy.

Sheryl S. on

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Don’t change price from one phone reservation to another five minutes later.

Mary M. on

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Normally I don't take my valuable time to write a complaint. In this case, it's not the small amount of money, but the growing feels I can't trust that U-Haul facility to do what's right. Recently I reserved a truck and an appliance dolly for yesterday pick-up. Upon pick-up they had no dolly for me which made moving heavy furniture more difficult and time consuming. Also, gas was on lower level of "full" so hard to know what exactly what gallons were in tank upon pick-up. I went around 8 miles to and from U-Haul and warehouse hauling just a few items a 200-300 feet from storage unit to another, then just transferring only a coffee table to my house on Richmond Road on the way back U-Haul, yet U-haul charged me for 5.2 gals of gas for 8 miles. It's not so much money, but it's the principle that counts and it causes one to feel that's how you make extra profit which cause mistrust of you by your customers -- guess I'd better always start checking my receipt. Also, It takes forever to get through on a phone call and one must listen to that really irritating "music". Sorry, I'm grumpy from this experience. PS Now that I think about it, the last time I used a truck from that U-Haul my guys left my dolly in the truck thinking it was yours. When I called about 24 hours later, no one knew where my dolly had gone. The truck had gone out once, however, it is my understand that your guys are check each truck when it comes back and before it goes out, so they should have found my dolly and called me or at lease held it, etc. I need to get busy. Mary Myers

Bernie M. on

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Mgmt and her crew were amazing. Excellent customer service.

Richard P. on

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Panupun R. on

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Staff /Fair Truck / Old Anyway, it’s my job done.

Richard C. on

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I signed up for picking up the vehicle via cell phone. An email said it would work but when I went to check in it did not. Also was not aware on website that the $19.95 rental fee had limited mileage

Jeffrey R. on

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Harold G. on

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Stewart D. on

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I was charged twice for my rental.

Jennifer Y. on

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Very friendly staff members

cynthia J. on

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Don't lie about price and give the wrong size truck and do nothing to accommodate for the inconvenience.and what's the point of a recorded line I would of like to have access to it to prove what was told to me and to show the I was not lying about the size of truck why would I get a 20ft if it's the same price of a 26ft truck. I told them that I wanted a 26ft truck and had them figure out the price form miles and they took down both address and told me how many mile I would drive and that my truck is 4 miles away and down the street .in stead I got sent to to far north when I was going south. And did not tell me how to check in truck.i and 2 others got told to take it to the stop sine and park it and than drop key in box and that's it and when they get in at 9 they would apply discounts for the extra miles away and for the wrong size truck and what I way told from the get go was it would be 80.00 or less out the door with 14 for insurance and I did not get any discount for the problems I had in sted I got charged 116 and got a free for not checking in truck for 20 dollars.they did not tell us that we had to use phone to check in truck.i had 5 witness and a camera .in the end I got them to take of the 20 for not checking in truck and in which was not my fault they did not tell us. We were returning customers we hat rented trucks from them before and and had a storage unit for over a year with them and we got lied to and ripped off the new manager lies and says one thing and dose another.

Rodney M. on

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It’s a busy location, however I was through the system quickly. Very professional and curious staff. Thanks UHaul!

Christopher A. on

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The lady that I talked to was very rude and disrespectful.She kept focusing on everything else but helping me.The worse customer service ever!!!

Jesus M. on

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Stephanie H. on

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Earl B. on

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I had a reservation for pick up between 7 and 8 AM. I arrived at 8 and stood in line for 3 or 4 minutes. At 8:05 i was told that my reservation was cancelled and I would have to go to another location 10 miles away to get a truck. I have rented my last piece of equipment from U Haul if I can find another means.

Jennifer E. on

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Steering on the van was difficult as alignment was in need of adjustment. Reported the issue at turn in, was told they would get it fixed.

Joseph G. on

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Amanda H. on

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Quick process! Do wish the employee would’ve shown a few features of the truck before just handing me the keys.

Orville B. on

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Lesa P. on

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JEROME B. on

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Good people.

clifton m. on

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Awesome workers

Lynette B. on

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I specifically stated I would like the biggest truck with a dolly and storage to match. I received my truck but no dolly. Received my storage but not even half size of truck. I don't work with measure

joseph s. on

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I received a call on August 1 or 2 telling me my boxes were in Lexington at the 1200 New Circle location. Over the course of the next two weeks no one was able to locate my boxes with no explanation

Janet C. on

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Staff lost original reservation. Lines too long. Hard to maneuver thru driveways.

elizabeth v. on

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Very nice storage unit. Waiting for someone to help us took more time than expected, but overall everything was great. thanks, Liz

Al M. on

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Good customer service

Janet C. on

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Had a reservation personally changed with someone at office on phone. Got there and there was NO reservation, yet my name was in the computer.

Donna C. on

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Every time I came in or called on the phone everyone was very sweet and helpful, great group of people

donetta m. on

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Great fast service! Highly recommended

Nakisha G. on

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I did not like the fact that my storage bill wasbdue on 23rd of the month,and when i told them i would be moving my items out on the 30th they wanted me to pay a full months bill.

Richard G. on

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Bad experience all around. Policies are not fair and I feel like I was robbed of my money. I’m being harsh with this review because they don’t prorate move out billing.

Melissa L. on

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Great experience

Gadira B. on

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Nikita was nice and patient when I had a lot of questions. Maddison is a rock star. They made my experience nice when the other woman at the desk was snappy and unpleasant.

KEN L. on

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Overall good experience.

Frederick D. on

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Excellent all around - especially the staff.

aaron w. on

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I rented a storage unit and a trailer I went home loaded the trailer and came back to the unit and had to wait 3 hours at my unit before they came to to take there lock off of it

Lindsay I. on

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From the front to the back, everyone was super awesome and the man that checked in the Uhaul was an absolute angel... Mr. James Richardson I believe 🤔

GIORGIO B. on

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The staff was very helpful, and they accommodated my requests without any issue. I'd definitely recommend this U-Haul location.

Tom R. on

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Picking up a pod

amanda s. on

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Awesome

Marvin B. on

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The u haul employees were very professional

Jeremy V. on

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The staff were helpful and courteous at all times. The place was so busy that they did not always give me the assistance I needed promptly. It felt that everyone was spread way too thin.

Joshua M. on

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When we arrived at this location to store our belongings, we found out that the large size storage unit we reserved had been given away to a walk in and we did not have any option that was big enough.

bob d. on

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I had reserved a 10 x 10 climate controlled storage unit. When I arrived on Sunday they did not have one available. On Friday when I picked up some rental blankets they confirmed my reservation.

Stacey K. on

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I was told that I could unload my Uhaul until 9 pm at the indoor facility, but they locked it up at 7. The crew was just sitting there , they got my storage areas wrong. The unit they assigned to me w

Richard B. on

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Because of the bearing going out of the truck we used TOO much gas and time getting to our destination.. But the people were friendly and very considerate every time we spoke to anyone!

william o. on

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The people we worked with were fun and extremely helpful and we will use them again should we be moving again!

Elisha W. on

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Excellent customer service. Madison is an asset to your business.

Mitch T. on

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When I got to the facility they told me I did not have a reservation and explain to me that our reservation didn't guarantee me anything I ended up having to get a larger unit and pay more

Henry J. on

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I was surprised how the facility operated I would recommend this to anyone the personnel were very pleasant.

Sydney R. on

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great experience

ALEXIS Z. on

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Excelent service, nice staff

Lei Z. on

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This is a really bad experience and I will not recommend it to anyone. The place never answer phones. When I try to access, it is never ready. The manager is very rude.

KATHY H. on

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I never received anything less than professionalism and courteous responses from any staff member.

theodore m. on

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Long time waiting in line for service.

Jesusa B. on

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Great customer service

Zach D. on

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Many problems with management and staff regarding storage from 1 way rentals. Never given access card or instruction for storage access. Horrible customer service, staff attitude and constant issues.

DALE C. on

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My U-Box held from pickup by Moving Help. Low rating due to lack of effort to resolve the issue (a $10 issue). Did not call me and refused to answer their phone (5 calls). Had to drive 30 min to fix.