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 am currently waiting on the manager from this location to contact me regarding the incident that occurred when I picked up the trailer I rented. The guy Michael did not lock the trailer down on the ball of my truck nor did he secure the safety chains. My wife and I left the location and drove maybe a mile and got onto the freeway and as soon as we accelerated the trailer came off in the middle of traffic. Causing our truck to swerve violently and everyone else to slam on brakes and swerve to avoid being hit by the trailer. It slammed against the middle guard rail and rolled to a stop. We contacted U-Haul emergency services and the NYDOT came and blocked the freeway and properly reattached the trailer, they said it clearly wasn’t attached correctly because the chains should have kept it hooked to the vehicle even if the tongue came off the ball. we drove off the freeway and waited for the wrecker service U-Haul sent. This could have been very bad for my wife and I or others on the freeway and this needs to be handled accordingly.
WILLIE B
Rating:
5.0
Customer did not leave a comment.
Elizabeth S
Rating:
5.0
Customer did not leave a comment.
DANIEL R
Rating:
5.0
Very friendly helpful young lady
JAMES P
Rating:
4.0
Normally we don’t have a problem but the app has been failing to upload pics Making pick up and drop off take longer than necessary Upon drop off an employee rushed the drop off before we could even finish the online questions Otherwise a reliable resource to have close by
Matthew J
Rating:
5.0
Very helpful staff
NORMAN Q
Rating:
5.0
Customer did not leave a comment.
Adam S
Rating:
4.0
A better gas policy. Why not provide a full tank and return a full tank. We provided back with the proper gas but still got hit with the gas upcharge. Unfortunately we didn’t think to take a photo of the gas gauge upon return for proof of compliance
Brenda G
Rating:
4.0
Customer did not leave a comment.
DENNIS R
Rating:
5.0
Ty so much for fast and friendly service
RUSSELL S
Rating:
1.0
The truck smelled like cigarettes , they gave me a 20’ truck without telling me first . There were wind warnings in Buffalo , and a snow storm warning the day I got it , and having an even larger truck almost empty in that wind , driving an hour and a half on the thruway without any notice to them having changed the truck size and being stuck with no option but to take it , didn’t make me very happy. And not to mention they only had a 1/4 of a tank of gas in the truck , and we had to put gas in it , and the uhaul where we dropped it off wouldn’t reimburse us for the gas we filled over the amount we had to leave in it to return it . They also didn’t mention that if you pay for the truck to drive it out of town they still charge extra per mile if you go over. So we paid extra for gas and for mileage on top of already buying the mileage and truck ahead of time . I won’t be using uhaul again.
BRITTANY P
Rating:
5.0
Customer did not leave a comment.
DANIEL B
Rating:
1.0
was charged for gas even though it was at the same level as when we got it
TYLER A
Rating:
5.0
Customer did not leave a comment.
MIRO P
Rating:
5.0
Courteous and fast and friendly
JAMES H
Rating:
5.0
Customer did not leave a comment.
GERALD J
Rating:
5.0
Customer did not leave a comment.
KATRINA G
Rating:
5.0
Customer did not leave a comment.
DAVID E
Rating:
5.0
Really excellent staff!! Very friendly and helpful. Great to talk with and very efficient. You should hire more folks like the team working this past weekend!
ALICIA M
Rating:
3.0
have people actually answer the phone rather than leave rude voicemail and be combative when returning a truck. and have the audacity to attempt to charge an extra day
MICHELLE L
Rating:
5.0
Makenzie and Team are phenomenal. Very responsive to anything that I needed. She is a leader of leaders and has a diverse team!
VARINIA B
Rating:
5.0
Would use this location again..
JOSEPH B
Rating:
5.0
Excellent service from Olivia and team
thank you!
FRANCISCO T
Rating:
5.0
The whole transaction was great. Completely flawless and the vehicle was perfect! Was expecting an old out of date van but got a great van that exceeded expectations!
JAMES T
Rating:
5.0
This location has consistently provided good service
Derek M
Rating:
4.0
Customer did not leave a comment.
Ashley S
Rating:
3.0
System was down when trying to pick up trailer. Poor associates were trying to manage customer flow but were definitely overwhelmed. When returning trailer, gentlemen there had really no clue on how to proceed since he didnt know where I got trailer from (spot in lot). Didnt have me sign anything that I returned it on time. Had me leave it smack dab in the middle of the lot so everyone had to go around it (I was unable to backup up a trailer so I was going to leave it in the back lot but he had me leave it where I was) - it was 6:30 at night about so I guess no one was really going to be inconvenienced. Never knew if I was only going to be charged for one day or not until I received my receipt in my email. Definitely a lower level of customer service than what used to be there.
Didnt know there were different 6 x 12 trailers - needed one with a ramp and didnt realize only got one with a drop gate and didnt go well trying to trailer a golf cart home. Wasnt asked if I needed one and didnt know to state I needed one when picked up. My fault also but didnt think webpage stated different trailers either.
Convenience is why I use that location for sure.
DIANE M
Rating:
5.0
Good service
ERNEST C
Rating:
5.0
Customer did not leave a comment.
BRIAN S
Rating:
3.0
It was a Saturday and we (my wife and I) had to wait over 20 minutes for someone to get open for our return.
PETER E
Rating:
2.0
First time I have had a problem. The attendant did not know how to attach the trailer to my hitch. I was sent away to get another vehicle. A different attendant was there upon my return and knew exactly how to attach despite the very same difficulty.I was told my 24 hour rental would be extended by the hour I lost. However, I received warning calls to return the trailer just to minutes after my ORIGINAL return time... without recognizing that I still had an additional hour. I was enroute anyway but it was overall a problematic experience given the fact that we were moving in a short window to avoid rain. I hope next time is better.
JOSEPH V
Rating:
5.0
It would be nice to have a table in the waiting area.
gloria b
Rating:
3.0
Customer did not leave a comment.
JASON L
Rating:
5.0
Customer did not leave a comment.
ROBERT D
Rating:
5.0
I don't think there is anything to improve upon. All of the staff were excellent, especially the gal who took care of me (McKenzie?) she worked around the computer problem and got me on my way quickly.
WILLIAM J
Rating:
5.0
Dom the representative in orchard park was very friendly, helpful and courteous. He made the moving experience smooth and stress free. Grateful to him!
SEBASTIAN C
Rating:
5.0
Customer did not leave a comment.
JAMES O
Rating:
5.0
Customer did not leave a comment.
KEVIN J
Rating:
5.0
Customer did not leave a comment.
JULIE A
Rating:
5.0
Don was great! Olivia was great and the afternoon people were friendly and professional. Facility was clean and organized.
TIMOTHY B
Rating:
5.0
Customer did not leave a comment.
RONALD O
Rating:
5.0
Location staff were great to work with quick to get me out on my way and the trailer was great with the drop down ramp.
TODD A
Rating:
5.0
Customer did not leave a comment.
EDWARD J
Rating:
5.0
Customer did not leave a comment.
ATAUR R
Rating:
5.0
We did have a small dripping leak at the top corner of the 26 foot van, thankfully it only got some cushions, wet and a mattress. McKenzie was helpful in resolving the issue. Thx.
Timothy C
Rating:
5.0
Customer did not leave a comment.
ROBERT F
Rating:
5.0
Nothing. Customer service was great.!!!
Richard F
Rating:
4.0
Customer did not leave a comment.
Jeffrey Z
Rating:
5.0
Customer did not leave a comment.
DONALD D
Rating:
5.0
Customer did not leave a comment.
LAUREN M
Rating:
3.0
The windshield wiper on the passenger side was unusable. I had to take it off in a downpour and drive without it. Also, when I was driving on the highway, the wind blew the mirrors in. So I was driving in a rainstorm with no wiper and no mirror. Completely unsafe. I'm very surprised at the lack of maintenance on this truck. I've never had issues before, so I was very disappointed.
BRIDGET S
Rating:
5.0
Low tire light on but staff excellent
RICHARD S
Rating:
4.0
Needs a muffler. My ears were ringing,,Bad headache 🥴
DANIEL A
Rating:
4.0
Customer did not leave a comment.
RONALD A
Rating:
5.0
Customer did not leave a comment.
Makayla D
Rating:
5.0
Customer did not leave a comment.
DANIEL S
Rating:
4.0
Customer did not leave a comment.
TIMOTHY W
Rating:
5.0
Customer did not leave a comment.
TIMOTHY J
Rating:
5.0
Customer did not leave a comment.
MICHAEL P
Rating:
5.0
Customer did not leave a comment.
DENISE H
Rating:
5.0
Customer did not leave a comment.
Ashley G
Rating:
5.0
Customer did not leave a comment.
KEVIN B
Rating:
5.0
Wasn’t happy when the charges hit my account. For only renting a truck for 3 days being charged $150.00 is a little much considering that the price to rent is clearly on side of truck ($19.95 per day) it’s all the little that gets you. Will not rent truck again
BARBRA E
Rating:
5.0
Customer did not leave a comment.
TROY D
Rating:
4.0
Trailer ramp pins where hard to remove to lower the ramp down to load I had to beat the one pin out with a hammer and push sideways on the ramp at the same time. I would suggest better inspections and maintenance on your equipment
ROBERT T
Rating:
5.0
Staff are Anazing!!!
AARON M
Rating:
5.0
Friendly staff, knowledgeable and helpful by asking if I had everything I needed.
JAMES A
Rating:
5.0
Customer did not leave a comment.
linda m
Rating:
5.0
No suggestions. Everything went well.
ERIC R
Rating:
5.0
Inside staff were super friendly. We even joked about eating cupcakes for breakfast. Great place.
BARBARA F
Rating:
3.0
Customer did not leave a comment.
Haley R
Rating:
5.0
Customer did not leave a comment.
JOSEPH V
Rating:
5.0
Nothing, all good.
Kristen A
Rating:
3.0
Customer did not leave a comment.
AARON O
Rating:
5.0
Nor a thing. May better communication during pick up in the inspection and documentation process.
DALE A
Rating:
4.0
Customer did not leave a comment.
ELMA R
Rating:
5.0
No suggestions at this time.
Equipment functioned well
Staff knowledgable and completed process quickly.
MARION R
Rating:
5.0
Would definetely use yourservices again!
Peter c
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
PETER C
Rating:
5.0
Customer did not leave a comment.
CHARLOTTE B
Rating:
5.0
Truck was clean, but it badly needed a front end alignment.
Owner super friendly and big on customer service.
RICHARD S
Rating:
5.0
Customer did not leave a comment.
SCOTT L
Rating:
5.0
Customer did not leave a comment.
DARRYL H
Rating:
5.0
Customer did not leave a comment.
BRANDON C
Rating:
5.0
6x12 enclosed trailers should come with a tongue jack to allow for removal from the hitch.
My loading area did not have enough room to leave the truck connected to the trailer. I had to use my own auto jack to lift the front of the trailer, and that made things a bit more complicated.
DARREN K
Rating:
5.0
Agent was extremely helpful and told me exactly what I needed to suit my needs. I had reserved one trailer and he informed that it was too big for what I needed and recommended the perfect size for me. I would definitely recommend them for anyone needing to transport any type of cargo.
LESLIE A
Rating:
5.0
Customer did not leave a comment.
Paula N
Rating:
4.0
Customer did not leave a comment.
DANIELLE E
Rating:
5.0
Everything was done quickly and efficiently. Staff was very courteous and helpful.
Sharon R
Rating:
5.0
Customer did not leave a comment.
KEVIN B
Rating:
4.0
Transaction was easy. Staff was knowledgeable and helpful. Equipment was clean, ready on time and served my purpose.
CAP L
Rating:
5.0
Customer did not leave a comment.
MARA F
Rating:
5.0
The staff was very friendly and attentive. We always use this location when we need to rent a uhaul.
SHANNON K
Rating:
4.0
Customer did not leave a comment.
STEPHANIE G
Rating:
5.0
The young lady was very good.
JAMES P
Rating:
1.0
The attendant said the gas gauge was at a certain mark. When I got in i noted that mark and wrote down that the digital miles left to empty was at 308. I returned the vehicle with more gas than when I got it and wrote down that the digital miles to empty was at 318. I definitely returned it with more gas than when I left and as usual I still got changes snuck into emailed invoice. This happens every time I rent a vehicle no matter what the company. It's sad to see poor people that have to rent trucks getting ripped off all the time. It's a shameful way of making a little extra profit.
Andrew R
Rating:
5.0
Keep doing what your doing
JAMES S
Rating:
2.0
It was Labor Day weekend, a huge moving weekend, but UHAUL decided that only one employee staff this location with one other trainee. Neither of them knew how the car trailer worked, aside from the hitch to the truck. I paid for/asked in advance for assistance. Thankfully some strangers were able to help with the tire straps or I would not have been able to move. The two employees were GREAT. They deserve every credit for keeping their wits about them and doing everything they could to assist.
Nic D
Rating:
5.0
The appliance cart had bent handles and was missing a belt that helps the cart down.
They didn't have another one in stock and we were still able to get the super heavy washer downstairs.
MARK M
Rating:
5.0
Customer did not leave a comment.
CONNIE H
|
Overall Experience
Rating:
5.0
Nothing. Dominic is an outstanding asset to U-Haul
KEVIN J
Rating:
5.0
The guy who helped me out was amazing!!!
Christina C
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Kathy G
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Randall M
|
First Impressions
Rating:
5.0
The manager(Don?) was unbelievably helpful for my whole moving and storage process! Kudos, give that man a raise!!
Michael L
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Timothy S
|
Overall Experience
Rating:
5.0
Fine service. I would come back if needed.
Jolene B
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Richard D
|
First Impressions
Rating:
2.0
Honestly the narrow stairs made it very hard to move and the lack of elevator, etc. between that and uhaul changing where I was supposed to pick up my truck less than 12 hours before my move was very unfortunate and caused a lot of additional work. I would never use u haul again
Alissa R
|
Overall Experience
Rating:
4.0
Customer did not leave a comment.
Jon K
|
Overall Experience
Rating:
5.0
I come to this facility for all my moving needs. In the last year or so I have had to rent a truck, van, even pickup trucks for one reason or another. I have rented at least a dozen times from them, even a storage unit. Every single time I needed a specific type vehicle, they had it. The staff at this facility are very friendly and patient, and they really know their jobs well. The people that work here are what makes me come back here. Thanks for all you do to make a little part of my life easier.
Karen M
|
Overall Experience
Rating:
5.0
I love this uhaul facility. The people are friendly and very helpful. They gave good suggestions and even helped me find exactly what I was looking for, even though I wasn't sure of what I needed. They asked me the right questions to figure out what I would need for storage and they were right, it's the perfect size for what I need.
Karen M
|
Online Move In
Rating:
5.0
Customer did not leave a comment.
MARY D
|
Overall Experience
Rating:
4.0
I have not received an email yet confirming that I have vacated the storage unit. Also I was told that I should be receiving a refund for the last payment since it was posted on the same day we vacated the unit. Otherwise the experience was very good
John B
|
Overall Experience
Rating:
3.0
My unit had a rusted out door that scratched some of my items and dropped rust particles on my things. It was a storage trailer sitting on the ground, so, in the winter, it was basically inaccessible. The unit leaked water in the far back corner that I never knew for 2 years. Fortunately I had my furniture wrapped in plastic because there were PUDDLES of sitting water and my furniture was damaged. I didn’t have the insurance apparently, event though I was paying a lot per month for the unit, and basically was handed a pamphlet and told too bad. Glad to be out of there.
Amanda C
|
Overall Experience
Rating:
4.0
My storage unit leaks & some of my stuff was wet. It didn't flood, these items were up on that shelf in the back of the storage unit. I thought putting my more important items there would save them from a flood. I still have to check to make sure nothing was ruined.
Kim B
|
Overall Experience
Rating:
4.0
My outdoor van unit had no lighting, but was otherwise fine for it's use and purpose, after moving, and liquidating/dividing up my mom's estate/house.
Heather G
|
Overall Experience
Rating:
4.0
Great overall experience!
NICK A
|
Overall Experience
Rating:
4.0
Customer did not leave a comment.
Toni P
|
Overall Experience
Rating:
5.0
I'm happy with UHaul, as I needed to get another storage unit, due to a move that we are currently making. I've been renting from Uhaul since 2017.
Heather G
|
First Impressions
Rating:
4.0
Customer did not leave a comment.
CARL O
|
Overall Experience
Rating:
1.0
I was given a quote and order number over the phone. Upon arrival I was told that what I booked was not an option and I'd have to pay significantly more. After being transferred back and forth between departments, and absolutely no accommodation by the Orchard Park site, I ended up leaving with my items and canceling completely. I'm extremely disappointed and this put a huge strain on my family while we are moving.
Leah H
|
Overall Experience
Rating:
2.0
The inconvenience of getting into the storage unit between ur open hours madebit difficult since I work second shift and it woukd have been more convenient to stop on way home from work.
But the fees/fines u gave for being in my unit after hours is the most ridiculous thing I have heard of with storage units. Which is the reason for me leaving!!! So those fines need to be addressed along with ur access hours.
Daniel E
|
Overall Experience
Rating:
4.0
The lighting in the hall was fine. It would have been helpful if there was a light in the storage room
John W
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
KEVIN L
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
EMILY L
|
Overall Experience
Rating:
5.0
Very convenient and no issues
John F
|
Overall Experience
Rating:
5.0
The staff at the UHaul location at 3120 Orchard Park Road were very helpful and professional. I could not be more satisfied with their excellent customer service. Thank you!
John K
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
Thomas H
|
Overall Experience
Rating:
4.0
Customer did not leave a comment.
Peter S
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Thomas H
|
First Impressions
Rating:
3.0
No elevator service to second floor storage units. I am disabled and this made it very difficult.
KEVIN L
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
EMILY L
|
First Impressions
Rating:
5.0
We were extremely impressed with the facility and staff. We stored on the second floor because we were concerned of potential dampness, however, after several visits we learned that due to climate control we were doubtful that would have been a concern. The facility was kept clean and safe. The staff extremely polite, helpful and professional. It would have been nice to have lighting inside the "stall" but not an absolute necessity, otherwise the overall facility was well lit. The price was comparable to other local storage places but far exceeded the quality of the metal free standing storage sheds we had visited at the time. I hated to leave but my wife said I was out of the dog house and I could now return home (just kidding!). Wayne
Wayne D
|
Overall Experience
Rating:
3.0
Customer did not leave a comment.
Kaitlin K
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
kirsten k
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
ALEXANDR C
|
Overall Experience
Rating:
3.0
Storage room is on the 2nd floor and there's no elevator, thus it's hard to move things in.
ALEXANDR C
|
First Impressions
Rating:
5.0
I had a great experience with U haul storage. All The staff, especially the manager Andy, were very professional and helpful. Thank you so much
layla a
|
Overall Experience
Rating:
5.0
Customer did not leave a comment.
SUZANNE S
|
Overall Experience
Rating:
5.0
I had an issue with my storage unit reservation and Andy Oscypala was of a great help and solved the problem immediately.
Best customer support. Thank you
layla a
|
First Impressions
Rating:
5.0
Customer did not leave a comment.
Scot T
|
Online Move In
Rating:
5.0
Customer did not leave a comment.
Karen W
|
Overall Experience
Rating:
5.0
So far, so good. Just moved in!! Pleasing and approachable staff. Good location, hours, security and parking . Clean and dry (not damp) inside storage area. A service elevator would be nice to access second floor areas and a little better lighting inside the cubicals, but neither are necessary. The rental price is comparable to another facility I checked out but I found this a better facility. I give this place a thumbs up.
Wayne D
|
First Impressions
Rating:
4.0
We rented an upper 10x10 and a lower 15x10 unit. We were NOT told that the upper unit had a huge roof support beam running through the unit. When we checked in, we asked for another unit without a beam. We were told they only had smaller units available without the beam. This should have been disclosed before hand.
Christopher K
|
Online Move In
Rating:
5.0
The staff was friendly and helpful. They explained everything in detail and were very patient answering all my questions.
f highly recommend using this U-Haul storage facility!
Karen W
|
First Impressions
Rating:
5.0
Absolutely was great for us, we came and left whenever we wanted.
WILLIAM B
|
Overall Experience
Rating:
5.0
Storing and renting from this location had been wonderful. Jared and Brenda were the biggest help when it came to renting a truck and moving as well as storing items. I will recommend this location to everyone.
Timothy S
|
Online Move In
Rating:
4.0
Customer did not leave a comment.
chelsea b
|
Overall Experience
Rating:
5.0
she went above and beyond to to make my unloading event so much easier by helping me unload the auto transport then helping with a storage unit and dropping off the truck itself. i will tell everyone to use this facility.
Janette w
|
First Impressions
Rating:
5.0
This U-Haul location is wonderful! They are very helpful, clean , and my property was always secure and well taken care of. I rented for over two years. Very reliable and excellent customer service. I appreciate all of the employees.
Becky E
|
Overall Experience
Rating:
2.0
I had problems since day 1 getting into the building to access our units. Then, the last 2 weeks we couldn't get in without an employee opening the door, which made moving everything out difficult.
Jordan W
|
Overall Experience
Rating:
5.0
During the entire time I had my storage unit, I cannot think of a single instance when I was not fully satisfied with the facility and the staff. I was always treated courteously and professionally, and any questions I had were answered quickly and completely. I ended my rental because I no longer required it, but would not hesitate to return if I needed one again. Overall, I could not have been more pleased with my experience with U-Haul of Orchard Park.
THOMAS S
|
Overall Experience
Rating:
5.0
Na
Brittany M
|
First Impressions
Rating:
5.0
Na
Marc S
|
Overall Experience
Rating:
5.0
Alex assisted me and he was amazing...he was helpful and courteous...
Andrea R
|
First Impressions
Rating:
4.0
Folks working were very helpful and friendly.
Heidi R
|
First Impressions
Rating:
5.0
Thank you for quick processing, the weather is getting colder.
seth d
|
Overall Experience
Rating:
5.0
Every staff member was polite, extremely helpful and organized.
Becky E
|
Overall Experience
Rating:
5.0
Andy was very helpful in getting my vehicle set up with the appropriate towing hardware. Great service!
