I reserved a 26 ft online to be picked up from Angliana Dr. at 8am. Got up early drove across town picked up my brother who helped me move. Arrived on time only to be told my reservation was moved to Merchant St. and Angliana Dr. "nerver" has that size truck. Had to drive back across town. Merchant St. said there is a $50 guarantee that Angliana Dr. did not honor AND he would give me a 15-20% discount and would leave a note. I called later in the day to extend my contract and was told there was no note on my file about a discount, but she would apply. It is now Sunday, and I still don't know how much I was charged and have not received my final statement via email, but I did get this survey. I am not a happy customer.MERINDA T.
Customer Reviews for U-Haul Moving & Storage of Masterson Station
Lexington, KY 40511
Services at this Location:
- Mon-Thur: 7 am - 7 pm
- Fri: 7 am - 8 pm
- Sat: 7 am - 7 pm
- Sun: 9 am - 5 pm
- Free towing inspection
- 24 hour customer return
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.
Excellent customer service from beginning to end.Peter G.
More attention should be placed on vehicle maintenance....Maulana T.
Customer did not leave a comment.NEVILLE L.
Customer did not leave a comment.JEREMY P.
seems to be poorly managedAsh N. | First Impressions
Customer did not leave a comment.Douglas F.
We paid for 12 packing blankets and only received 6.Carolyn A.
very easy to work withWILLIE M.
Customer did not leave a comment.JAMES M.
Excellent customer service!Terry H.
Customer did not leave a comment.LINDSEY M.
Customer did not leave a comment.Gary S. | Overall Experience
The steering had a lot of playNeville L.
Customer did not leave a comment.Paul L.
Computer system seemed hard to load info.Shelley K.
Customer did not leave a comment.SAMMUEL G.
Nothing. Justin and the rest of the team have been wonderful and kindAshley N.
Customer did not leave a comment.Troy C.
Customer did not leave a comment.Ray S.
Customer did not leave a comment.Leo S. | First Impressions
I couldn't imagine better service from any U-Haul. I picked up the flat bed trailer for a 12 hour rental at 8:30am to haul debris from the U-Haul on Merchant Street in Lexington, KY. While at the site, the power steering on my vehicle went out. I decided to return the trailer, and rent it again a few days later. When I arrived back at the U-Haul place after being gone for about two hours, the manager, Justin, said he would not charge me for that day because of something that happened to my vehicle. When I got to the store at 8:30am a couple of days later, he was the only employee on site, and was doing all of the work that needed to be done including cleaning about six overnight rentals due to be picked up within the hour. Even though he was pressed for time, took the time to find and loan me three tie-down straps, and flipped the ball over on my hitch. He also swapped-out both old safety chains on the tongue, and zipped-tied electrical wires which were dangling. The manager certainly represented U-Haul in exemplary fashion and is to be commended. Signed; Dan; (A Satisfied U-Haul Customer)Daniel M.
Cleanest, brightest storage facility I have ever used. Justin was extremely helpful and accommodating.LEO S.
From beginning to end everything was wonderful. Thank you U-HaulRonnie B.
Justin Thompson GM runs a great facility. Anything you need go directly to Justin. He'll take great care of you from asking questions to renting the truck! Great experience with this location in Leestown & Merchant Dr.Mary H. | Overall Experience
Customer did not leave a comment.MICHAEL N.
Customer did not leave a comment.Randy H.
Signed up for preferred location, had to go to another county and across town to get the 2 reserved units. Then went over milage by 15 miles even tho it was a straight journey.....Travis D.
Customer did not leave a comment.Patricia M.
Justin was fantastic with helping with a storage solution, especially on short notice, thank you!Scott D. | First Impressions
Customer did not leave a comment.Julaine H.
Great experience!LEE M.
Customer did not leave a comment.James D.
Customer did not leave a comment.CARLIS C.
after hours return was confusing and difficult.Ronald F.
Nothing! The staff is Awesome!LATONYA C.
The staff was friendly and efficient. Got me on the road quick and the return was a breeze.Patrick R.
Make your app and website fucking work.Michael J.
Customer did not leave a comment.Michael P.
Super good customer service fast friends and a good help ..Anaca P.
This is the only place people should rent and store as far as I'm concerned. Justin is a Godsend. Thanks so much.Cassandra D.
Everyone was very polite and well attentive. They made me feel right homeShelia L.
The truck smelled strongly of tobacco smoke. This problem was likely out of the staff's hands, as it was likely a violation of the previous uhaul renter. I could see how this could be a problem for someone with asthma, etc.Michael K.
Customer did not leave a comment.EDDIE M.
Customer did not leave a comment.Deja H.
I made a reservation for a 6x12 open trailer, local rental. The dealer location I was to pick up the trailer did not have it on the lot. Previous customer had not yet returned it. I have rented from the dealer Ashley Wheel many times and they have been great. The Uhaul Center called me late that morning to tell me they had the trailer, I picked it up late afternoon. I rented the trailer for 1 day local use. On the following morning, the Uhaul center called me to tell me I was late in returning the trailer and that I would be charged another day. I asked how that was possible since I had rented the trailer for 24 hours and still had time. They said my rental time started at the time of my scheduled reservation, not the time of pick up! That is the most ridiculous thing I have ever heard!!! I am now looking to purchase a trailer, would rather deal with the problem of a place to park it then to deal with Uhaul. I used to be a Uhaul manager, many years ago, and I understand the perdicament the Uhaul employees are put in by the policies of the company. Been there many times in my 3 years with the company. Please make policies that are work for the customer and aid the employee in really taking care of the customer. Management in-fighting and competition have been a major problem for Uhaul - very bad for business.ARTHUR E.
Customer did not leave a comment.Christopher C.
Customer did not leave a comment.Jeremy G.
Customer did not leave a comment.Myranda N.
Excellent staff and friendly!!!!! Best UHaul I have experiencedRoy H. | First Impressions
Customer did not leave a comment.douglas M.
Unit was incorrectly closed out prematurely. Manager committed to arrange refund for overpayment multiple times and did not follow up.don m. | Overall Experience
Justin is very helpful and nice to work with. The facility looks new and clean. We have never used storage before and feel really good about this choice. Location is conveniently accessible for UK student use. Having 24 hour access to our stuff is nice. It was a good experience. We would recommend this business.Wendy L. | First Impressions
Employees when above and beyond to help solve the issue. Thanks UMaurica G. | First Impressions
Customer did not leave a comment.Dietra B. | Overall Experience
Manuel was the first person that I made contact with and it was great. He took excellent care of me and answered all my questions. After driving from Dallas TX to Lexington it was a pleasure to him there and make the whole process a smooth one.Kevin B. | First Impressions
Customer did not leave a comment.Martin B. | First Impressions
Customer did not leave a comment.Carla B. | First Impressions
We were in Kentucky during 4 storms that went through in 6 or 7 days including ice storm. Everything was frozen everywhere and the still had the uhaul ready for us to pick up. They really went above and beyond. Give them a try you won't regret it.Frank A.
Customer did not leave a comment.Maurica G. | Overall Experience
Snow/ice removal in the parking lotJoseph B.
Customer did not leave a comment.Christopher P.
Customer did not leave a comment.KELLY G.
Great all around!HERSCHELL B.
Customer did not leave a comment.SUSANNE S.
Customer did not leave a comment.RYAN F.
Justin was a huge helpGarry P.
Customer did not leave a comment.Anthony K.
Very clean and maintained facility. Staff is extremely helpful and friendly.Brent P. | First Impressions
Customer did not leave a comment.William J.
All good, thanksDaniel P.
Make sure the car is really clean insideBernadete L.
Customer did not leave a comment.Nicholas F.
Manager is awesomeplisa D.
Customer did not leave a comment.JOHN M.
I was not informed that if I waived the Collision Damage that I would be charged $20. When I received the final receipt, I had to look up what CDW even was! I also filled up the tank to exactly what was in it when I picked it up and was charged an additional $5 because it said that I didn't fill it up all the way, which wasn't the case. So I'm not very happy about $25 extra in charges that I didn't anticipate.KOBE J.
Customer did not leave a comment.Terry L.
Customer did not leave a comment.David P.
Justin was the BEST! VERY HELPFUL AND KIND. THANK YOU. MARIA B.MARIA B. | Overall Experience
The same valueWilliam J.
Customer did not leave a comment.ROBERTCURTIS F.
Customer did not leave a comment.James J.
Customer did not leave a comment.Patricia M. | First Impressions
Customer did not leave a comment.ruth C.
Customer did not leave a comment.Richard M.
Customer did not leave a comment.Keith W. | First Impressions
Customer did not leave a comment.Bryan Y.
Customer did not leave a comment.Chad P.
I used the iPhone app to reserve the tow dolly. I was given choices of pick up locations and chose to pick up the dolly from the same location from which I was picking up a moving van. Two days prior to pick-up, I received a call from Uhaul stating that Merchant street was the dolly pickup point and that they could not arrange to have it available at the Nicholasville location where I was getting the van. If you offer the option to choose locations, make those locations happen. I lost hours of productivity on a quick turnaround trip because Uhaul wouldn't move the dolly pick-up location to what I agreed up on weeks prior.Michael P.
Customer did not leave a comment.MELANIE T.
Customer did not leave a comment.BRIAN N.
No need to do anything except keep up the great serviceWilliam H.
Billed for additional month, which was frustratingKenneth H.
Customer did not leave a comment.WILLIAM D.
Customer did not leave a comment.ROBERT H.
Proper inspections of rentals.SONNY D.
Customer did not leave a comment.BRIAN M.
The girl that checked me out was great. The first vehicle didn't sound right so she got me another without me having to ask.JAMES J.
Great experience!Leah W.
Nice staff Very helpfulJOSEPH C.
Justin and his assistant on the desk were very helpful and had pleasant personalities.MARIA B. | First Impressions
Customer did not leave a comment.Taylor M.
I'm still at the u-haul storage don't plan on leaving anytime soonAngela C. | Overall Experience
All good!Maria B.
Used it for 18 months. Nice workers & managers.Loran S. | Overall Experience
Customer did not leave a comment.JOSEPH R.
I want to thank you all. I feel I was treated with the utmost courtesy and respect my only issue is the trailer that I wanted to rent the one design for a motorcycle is not available for one way Rental. Hopefully in the future Uhaul will address thisHoward M.
Customer did not leave a comment.Erin G.
Customer did not leave a comment.James C.
Customer did not leave a comment.MICHAEL R.
I was very impressed. especially with the communication. When u-haul needed to call me, they texted me first, telling me to expect the call. Amazingly helpful. Then the phone calls to finalize the pick up were very helpful. all in all a great and easy experienceRobert M.
Customer did not leave a comment.GARY M. | Overall Experience
Customer did not leave a comment.Jennifer P.
Every time i use this location for rentals they are 110% I have never received better service with any other location or competitor. Justin and his team do a fantastic job.Kevin B. | Overall Experience
Customer did not leave a comment.Scott S. | Overall Experience
I always rent from this location. It is extremely clean, and employees are very friendly!Susan H.
Customer did not leave a comment.Blain F.
Great staff and servicemike F.
Customer did not leave a comment.DANIEL N.
Justin and his team are truly amazing. They went above and beyond to fix a mistake I made, they treated me with professionalism, respect and compassion. They continually helped me even after I had picked up my equipment and supplies. I really cannot say enough good things about every single one of them. It was, BY FAR, the best customer service I have ever received from ANY business!!Elissa B.
Customer did not leave a comment.Kaila S.
Customer did not leave a comment.bill b. | First Impressions
Justin goes above and beyond with his job Always helpful, polite, and willing to help with anything. I needed to store zero turn mower until moving in my house, they measured the hallway for me to assure I could use fit. Would definitely use facility again!!Ruth M. | Overall Experience
Customer did not leave a comment.Clarence H. | First Impressions
The only problem I had with this U-Haul storage was the inability to get the billing correct. On 4 occasions I had to work with a U-Haul customer service person or staff on site to reset my billing. I set me storage unit up on "Auto Pay and provided my Discover Card." I was charged late fees and locked out multiple times because no one could setup the auto-pay correctly. I understand one mistake but to have this happen 4 times in roughly a 7 mo time span is unacceptable.David S. | Overall Experience
Customer did not leave a comment.John B. | Overall Experience
I would rate this location as unbelievable!!! We have never encountered a facility as nice as this anywhere. This place was amazing, very well run, immaculate, very secure, we are spoiled for all other storage units.Porfirio M. | First Impressions
Justin was great!!!Shanai S. | First Impressions
Customer did not leave a comment.JUANITA M. | First Impressions
Customer did not leave a comment.Laura W. | First Impressions
Customer did not leave a comment.William F. | Overall Experience
N/AJonathan H. | Overall Experience
I don’t think that I have ever had a better experience with customer service in my entire life , Justin and the entire staff were very helpful with anything I needed. They remembered who we were. And treated us amazing . I will definitely be sending people his way way in the future and will use this site for any other needs I have . Keep up the great work you guys are awesome and thanks for all of your help these past few months !Michael E. | Overall Experience
Very PleasantJustin T. | Overall Experience
This U-haul storage facility is clean, secure and easy to use. The staff are helpful, knowledgeable and friendly. I would definitely recommend this U-haul storage facility! Thank you for a great storage experience.Tamara P. | Overall Experience
Was having a bad week and it was so nice to have all the staff help me through the process of renting a truck and a storage space. Wow!!!YVETTE CHRYSTAL H. | First Impressions
I was very impressed with the facility. The store manager was incredibly friendly and went above and beyond in assisting me when needed. I would use this facility again if needed and definitely recommend it.Shelli W. | Overall Experience
Cleanest storage facility I have used.Adam O. | First Impressions
Customer did not leave a comment.Monique B. | First Impressions
The facility is very clean and spacious for the purpose. Staff was friendly & helpful,Question was answered in a timely matter Convenient to travel too the areaLANDER P. | First Impressions
Customer did not leave a comment.Robert F. | First Impressions
Justin is a five-star manager.Tommy B. | Overall Experience
Customer did not leave a comment.Robin R. | Overall Experience
Justin and the staff were very accommodating.Jeffrey A. | Overall Experience
GREAT customer service 😍heather b. | First Impressions
Customer did not leave a comment.Robert R. | First Impressions
Customer did not leave a comment.Jeffrey A. | First Impressions
Jadelyn and Lacourtney were super friendly when checking in for the storage unit. Jadelyn gave me a tour of the facilities and was very friendly through it all. Lacourtney has very good customer service skills, and was quick and efficient in checking me in. I will definitely recommend this facility!!Zachary C. | First Impressions
Excellent customer service, very clean facilities and lots of helpful equipment for movement.Neptali C. | First Impressions
Customer did not leave a comment.Gary S. | First Impressions
I would highly recommend to anyone needing self storage. It was extremely convenient to be able to pick up the U Haul and access self storage in the same building. It was easy to load and unload items because you can back the truck up to the main storage entrance and they have a bank of rolling carts that are available to help get your items to your room! The storage area was spotlessly clean and the temperature controlled rooms added extra peace of mind that anything and everything you stored was safe. I would have to say this was quite possibly the most friendly and helpful staff I have ever encountered. It was very easy to find someone if you needed assistance and every person was knowledgeable. If I need self storage in the future and for anyone that needs self storage - you won’t regret choosing this location.Emily P. | Overall Experience
Customer did not leave a comment.KATHERINE W. | First Impressions
Customer did not leave a comment.Thomas F. | Online Move In
Customer did not leave a comment.Stewart B. | Overall Experience
Customer did not leave a comment.Temperance L. | First Impressions
Justin went beyond helpful. Very conscientious.Roy P. | Overall Experience
Friendly service and convenient unloading of items for storage. Very clean and secure facility. Thank you!Tamara P. | First Impressions
Was helped by two associates and they were friendly, helpful and knowledgeable about the storage and equipment return. Took time to explain the facility and access to me even though it was near closing. They continued to be helpful and friendly during our “move in” the next day. Returning the U-Haul was quick and effortless. Would highly recommend to anyone looking for storage or truck rentals. Kudos to the associates for a clean, organized and user friendly location.Emily P. | First Impressions
Best storage facility ever. Period. Justin and his staff were truly amazing and went above and beyond. I never thought I would have such a great experience at a uhaul, but they proved me wrong. It was like having a personal concierge at a six-star hotel, even though the ratings only go up to five-star. They were that good.Kevin M. | First Impressions
Customer did not leave a comment.Lesley G. | First Impressions
On memorial day the guy that checked me out was cool AF. Glad they were open on my day off!Chase J. | First Impressions
Customer did not leave a comment.Linda W. | Overall Experience
General manager Justin Thompson is in charge @ Leestown location and providing first rate service!! This gentleman went above and beyond the call to provide service to a number of people the day we moved in. Very cool , calm & collected during a very busy day. We highly recommend using this location for your storage needs or truck rentals. You will be pleasantly surprised at this gentleman's ability to process you in a timely & professional manner whether you registered online or just walk in. Well done Justin Thompson!Mary H. | First Impressions
Customer did not leave a comment.Michael C. | First Impressions
Guy helping Dustin or Justin very polite n helpfulbrian d. | First Impressions
Customer did not leave a comment.Mirian R. | First Impressions
Customer did not leave a comment.trinity R. | First Impressions
Customer did not leave a comment.William C. | Overall Experience
St. Clair is super friendly & helpful!! Justin is always fantastic as well!!Angie S. | First Impressions
Customer did not leave a comment.Ashley L. | First Impressions
Staff was very helpful in getting to our storage area. We had an appointment and were going to be 45 mins. late ,When I called they changed the reservation time. I have used U-Haul for many years .Margaret D. | Overall Experience
Very pleasant experience.William C. | Overall Experience
Great customer serviceLuis C. | First Impressions
Josh was very helpful!Jill C. | Overall Experience
I would to have the 24 hour access soon. Super fast and easy to start the rental processDebbie W. | First Impressions
Not being open past 5:00 pm is somewhat inconvenient, but the staff was super friendly and cooperative. Anne and Justin were very easy to work withryan l. | Overall Experience
Fast Friendly Customer Service I was In/Out in less than 10 minutes and on the road This facility is very update and very clean and convenient.Maurica G. | First Impressions
Ann was great to work with. Made signing up quick easy. Storage facility was clean and easy to get to my unitJohn B. | First Impressions
Ann and customer service was superior and will ensure I will come backryan l. | First Impressions
Would be nice if you had better access to the storage area and didn’t need to use a cartDennis B. | Overall Experience
Everyone was friendly! One of the best I’ve been too!Andy E. | Overall Experience
Good staff. Put my mobile storage units inside at a dock door because it might rain.Brandon B. | Overall Experience
I have not had business with u-Haul for months, and You wanta review... well here ... 0.... your company is garbage to message me for a use not even in my name. Enjoy your Dissatisfaction rating.kenneth m. | Overall Experience
Additional Services at this Location
We have the largest selection of new trucks!
Our cargo and utility trailers start at $14.95!
We have the most coverage in North America!
We ship across town or accross the world!
We sell hundreds of products to make moving easier!
U-Haul is North America's #1 hitch installer!
We have the largest selection in the industry!