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YOUSEF KCustomer Reviews for U-Haul Moving & Storage of Lexington
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.
Clean the truck windows before you deliver the vehicles
WILLIAM FEverything about the pickup and return was good. No issues. I did have a problem trying to make the reservation on the website. I filled out the form but it would not go through for some reason. I knew that because I did not receive an email confirmation of my registration along with a reservation number. I had to call the phone number to get a rep and he did it for me. Other than that, all good.
Greg SGot charged 1000 in damages I did not make now disputing and y account is negative
KALIN PMy reserved truck was not available. They accommodated me with a larger truck for the same price. Worked out well.
Steve BTrina H. is an AWESOME Customer Service Rep. She was very helpful, kind, and professional. She did this with a smile on her face the entire transaction time. Thanks Ms. Trina!
TONI DThe customer service was OUTSTANDING! Seriously, all the staff members were helpful and polite not only to the customers but to each other, they functioned as a team and represented the company well. Only criticism is that all the lights on trailer we're not functioning as intended. Kudos to the staff.
MELISSA CPRICE literally DOUBLED in 1 year! I compared it to the contract for the exact same trip I made 1 year ago. Every time I went in to confirm something or pick up my order it took absolutely forever. And then I tried to get a car carrier for my ford f150 only yo find out when they were loading it that it was too big and didn’t fit. So then I went back in to get a tow dolly and same thing, couldn’t fit the truck on that either. Wasted almost 2 hours on that nonsense when I’m trying to leave town. They couldn’t tell me 2 tries ago that it wouldn’t fit!? What a waste of time. For what they are charging these days the service was awful! 0/10 would NOT RECOMMEND!
Kathryn MExcellent move
STEVEN LThey seemed to be confused about the pickup/drop information as well.
Candice MWell run. Efficient. Staff was very friendly and polite.
STEPHAN GMotorcycle trailer was in fine shape but had dirt and some trash in it. Not bad, though. Customer service was fine.
JEFFREY DMake sure to tell the truth and be more understanding when you are caught in a lie that cost the customer more money
ROBERT FSeamless transaction. The staff was super friendly and accommodating. The equipment did exactly as needed.
JULIAN TThe only thing that was a problem was that there wasn't a pull out ramp to use dolly for walking heavy items onto the truck. Other than that everything was fairly good.
GARY CVery nice people working there.
KIMBERLY SIf I had an encounter with an a gentleman I can't remember if his name was Jeremy or Jerome Jason started with a j he was very professional I went to the one on New circle and Liberty across from Sam's club y'all need to get this young man a raise
ARLENE HThe equipment return process can use an overhaul. The employee working that position was unprofessional. When we pulled up, he stood from a distance, watched us pull up, and stood there smoking his cigarette. Even though the instructions were to stay with the equipment until someone helped us. He finally made his way over to our area, and still acted as if he didn’t want to help. I had to ask him if we okay to leave the equipment while he remained at a distance and barely spoke to us. And I was charged for fuel even though the equipment was returned with the same amount it was picked up with. I’m not surprised considering the incompetence of the employee working that process.
William Snoise from closed window was too loud on a 100 mile trip
DONALD WPerfect
RENOLD AGM was 40 minutes late to open the store so had to wait around for that when I was needing to drive 13 hours that day. Rest of the staff was excellent and professional and did a great job.
Peter LVery accommodating. Great staff!
DONALD SI returned the trailer and ask for a receipt and she said that they would send it to me that day after the check in of the trailer. A day goes by and no email for receipt. And then they said that they did not have any idea of the trailer. Finely the manager said they found it and this is a day later.
KEITH LI was charged for gas and I didn’t used any to make a difference But they charge me $6.95. My pictures showed I didn’t used enough gas too move the Gas Needle
LIZZETTE TEverything was great, truck smelled clean and was clean. Staff was friendly
Wesley JVery satisfied with the customer service.
MICHAEL DThe staff were helpful and friendly and I appreciated the ability to have an in person transaction rather than doing it all online.
RITA WThe supervisor and the other agents do a great job. They were friendly and professional. I will be using them again in about 3 weeks.
PAUL MTook about 45 minutes to pick up a truck I reserved and checked in online. When I was able to talk to someone at the desk (20 minute wait) checkout went quick but then it took another 20 minutes for them to bring my truck around. One guy checking people out didn’t seem like he had ANY training in the system.
Nathaniel DGood Job!
DENNIS KThey didn’t get my tow hitch installed correctly after multiple attempts and delayed my departure by a day. In the end I had to travel without working turn signals.
SOHIEL KKnowledge of equipment was told to get license plate for car dolly didn’t have one right side light wasn’t working was told I should be ok without it.
BRADLEY CGreat service at desk and during hook up of equipment to truck. Easy return of trailer after use.
DAVID EJeremiah was very helpful. His manager and two other workers were oblivious to customers waiting in line. They seemed more interested in giving Jeremiah orders, than helping him help the customers who were waiting.
David NVery easy to drop the trailer off. They were very busy, and they made it very easy for me to drop off and be on my way.
FRANK SWe ordered two dozen blankets, and they gave us six individual blankets. When we returned the blankets to the store to tell them the situation, the desk person had no idea how to issue us a credit. Very inexperienced and not trained very well.
GARY HNo improvements are necessary as far as I can tell. But I would like to bring to your attention one exceptional young man, Jeremiah, who works as an Assistant Manager at U-haul of Lexingtion. He has outstanding interpersonal relationship skills and has intimate knowledge of all aspects of this U-haul location. He is well mannered, well spoken, and a very likeable individual. Jeremiah, and others of his generation like him, has renewed my hope for the future of our country. I hope that the upper management of U-haul of Lexington is aware of the special qualities that this young man possesses. In my opinion, Jeremiah is ready to assume a managerial role and beyond!
DAVID CThey did not check the mileage before pickup and keep sending the customer the wrong bill. Even after the rental was returned, they continue calling to ask for it to be dropped off. I called to fix the mistake, but they did not.
AKA KBlphful
LINDA HAfter our nerve wracking nightmare of a trailer experience, we waited nearly an hour in line, while 4 people behind the counter helped two individuals. We gave up and left the trailer on the side of the location. Called U Haul corporate and checked out over the phone with them. One of the workers was more interested in the customers photos than helping other individuals.
carrie nGood customer service, speedy return.
MATTHEW COn time, professional, friendly, Thank you
LARRY RMake sure employees secure trailers properly so they do not come detached on the interstate and damage the tow vehicle and endanger the lives of the customer. I lnow mistakes happen but quality control is necessary in this instance.
JOHN SThere was a snafu with the storage unit and the staff took care of it quickly.
JAYDIE FThe truck was in great condition. The problem was the return. Once I arrived, I noticed someone else dropping off a truck as well. They stated they had been on hold with you all for 11 minutes in regards to drop key box being broken wide open. He continued to stay on the phone with them to get something resolved. The customer service representative recommended that each of us take the keys with us and bring them back during business hours the following day. The following day I had to wake up an hour early to drive to this location to drop the key off. It was a huge inconvenience and extremely frustrating.
MASON PGreat one-stop place for moving supplies, trucks, and storage. Friendly staff too!!
AMY SVehicle was in terrible condition mechanically. Windshield wipers were completely worn out. All they did was smear the windshield. Vehicle front end is also shot. Glad this was an in town use. I wouldn't drive this thing at highways speeds. It wonders right to left at low speeds. Only plus was that the cargo area was clean. Service at the rental facility was very good!
MICHAEL ALiterally took less than 10 mins to drop off and get receipt. Easiest experience ever.
James HTried to give wrong trailer then after they found correct one they told me to look and check the tires knowing there was a problem or complaints about it they still rented an unsafe trailer to me. Rim was bent once going down road. Long waiting time as no one helped counter girl with lined out the door. Apt at 1:30 left at 2:30
THOMAS BSaid no about personnel as nobody was there at drop off. But a good spot and was fine.
Emma LOnly use truck one day still got charge same money for three days
AMOS CPossibly the worst customer service I've ever encountered. Extremely understaffed and the people that did work there were obviously unmotivated and poorly trained. When I went to pick up the trailer, it was almost 40 minutes wait just to get someone to come out and hook it up to my truck even though it was sitting right there. Drop off was just as bad. I waited for over 30 minutes for someone to come out and unhook the trailer. Finally had to park my truck and trailer in the lot next to the location and walk in to request someone to remove the trailer and was told that it was only the two of them working there and that the guy that takes off the trailer was at the store but should be back within the next 20 minutes. I finally had to take the trailer off myself and the guy finally showed up as I was getting ready to drive off.
LOWELL ANothing it was perfect.
DENNIS B