Customer Reviews for U-Haul Moving & Storage of St Albans

Rating:

5.0

Everyone was so helpful! Excellent customer service. From the uboxs to renting the van, everything went great! Will recommend uhaul to anyone moving or needing storage assistance. A+++++

Rating:

5.0

Very nice employees

Rating:

5.0

I had trouble with the U-Haul app, attempting to return the cargo van after hours. I had to resubmit photos several times and the app kept stating it lost connection when I had full service bars on my cell.

Rating:

5.0

Customer service goes above and beyond! I come here twice a week just to rent a uhaul because the staff here makes me feel like I'm appreciated. Then I go home get beat until I fall asleep and only thing that keeps me going is the sweet dreams of Patrick and Tyler.

Rating:

5.0

The auto carrier trailer i used handled great and pulled very well.... Thank you

Rating:

5.0

It was a very easy process of going online to rent, pay, and receive information on how to move in. I'm still a little confused on how to get the big sliding door to open when I come in the evening, but I will eventually figure that one out.

Rating:

5.0

you guys are really great!

Rating:

5.0

Everything went smoothly!

Rating:

3.0

Location is convenient and keeps a large inventory

Rating:

5.0

you guys are good, but please check the window shield wipers next time.

Rating:

5.0

Great customer service. Truck nice n clean. But while driving at night I noticed only one headlight worked.

Rating:

5.0

Access hours are Good but 7PM gets here pretty quick. My problem, not yours. One suggestion I might make is if you somehow offered a helper service that I could use to move stuff once I get it to your facility I’m sure I would have used it. Perhaps You could have prescreened people locally that might like to make a few bucks and they might even turn into employees.

Rating:

5.0

Picking up and dropping off was simple and fast. No waiting for paperwork or truck prep.

Rating:

3.0

The only thing that I can say is when you drop the big trailers off at night is to have a dolly available for the person to lift it off the ball hitch the bigger the trailers are the heavier they are to two left especially with one person they put them on with the two wheel dolly so you should have one outside on the chain with the combination that when the person that is renting a trailer and returns at night can open the combination lock and use that dolly it is hard to lift them by yourself as you get older I am glad I took my two hand dolly with me so I can lift it off my truck just a thought in the future to save somebody from breaking their back or straining their back it's just a safety request I know most of y'all don't read this I have never heard nothing back from a survey so I don't think they work anyway but sometimes you never know sometimes it works sometimes it don't sometimes people listen sometimes I don't so I'm trying this to let you know that you should always think of safety for everyone as you go God bless have a good one take care

Rating:

2.0

Reserved truck online truck at one of the Teays Valley WV locations, they don't have equipment. Lady called on the 26th of May to inform me I could pick up truck in St. Albans WV, and asked to return it in Huntington WV, which she said was fine. Picked up truck on June 4th, only to be informed I had to return the truck to their location. Managers attitude was, “ well you can take it or leave it. “ I reserved a appliance dolly, which they didn't have, and six moving blankets, which I never received. I have rented trucks from U-haul for over 20 years, and will never again. Also, the truck I was given had 3-4 inches of play in the steering which an un-experienced truck driver would have had trouble controlling. Moving is hard enough, without U-haul making it harder by not giving the services reserved or promised.

Rating:

5.0

Always helpful! Always clean well maintained vehicles.

Rating:

4.0

The reason I clicked no for the equipment being clean was because someone had hauled gravel in the truck before I used it, when I checked it back in the the employee kind of acted like I had used it for that but he didn't charge me any extra so it's not a issue. Overall good service this time from both workers I dealt with.

Rating:

4.0

Keep the vehicle return lane open/free of equipment not in use.

Rating:

5.0

🫦

Rating:

5.0

I found the online reservation process quite easy. Personnel were very friendly and helpful both at pick-up and return

Rating:

3.0

My experience was better this time than the last even tho they messed up my reservation for the day before.

Rating:

4.0

The only issue I had was checking the trailer back in after hours. I tried so many times (I have 5 verification codes text messages to show) and it kept saying I didn't have a rental or there was an error. I tried using the bar code on the garage door everything. And nothing worked. The next morning I called and the man was nice and he said he would get it taken care of for me!

Rating:

5.0

Auto Transport was ready at the designated time of pick up. Less than 10 minutes to hook up and be on my way. Picked up at 4:00 PM on Thursday, 26 Mau 2022.

Rating:

5.0

Employees were friendly, courteous, and helpful. Excellent service.

Rating:

5.0

Girl that waited on me was knowledgeable and polite and actually appeared to have some care and “buy in” for the business. Well done!

Rating:

4.0

Truck needs wheel alignment.

Rating:

5.0

It's like a marriage only I love these guys and they don't abuse me.

Rating:

5.0

This is the third time I've done business with this location and they've done great every single time. I have no complaints at all.

Rating:

5.0

First choice every time

Rating:

4.0

Discounts for frequent renters

Rating:

1.0

Poor customer service had to wait an hour for someone to help me my reservation wasnt even there i had to get something bigger and was charged double and the fees was ridiculous i was lied to $600 for 2 days which couldve been only 1 day but i had to wait the employees wouldn't help me very rude i was late getting to where i needed to be to with the truck so therefore i had to wait til the next day to so what i needed to do n the truck was due back by 3 i called in to vheck on keeping it longer to get done and i was told the truck had to be returned so i went else where to rent one which i reserved when i got there to pick it up my reservation wasnt there they put me in a bigger truck which cost me more when i was told i would get a discount since the truck i reserved was no where to be found i had to make extra trips to get what i needed which cost me more gas n miles what i was picking up wouldnt fit in a box truck i put the gas back in the trucks as i returned them and was still charged for it this was by far the worst experience ive ever had and ive rented uhaul trucks several times in the past the worst customer service ever

Rating:

5.0

Very friendly staff

Rating:

5.0

So glad you had the size we needed. It was much easier than an open trailer and it pulled easily. Everyone we spoke to at Uhaul was extremely nice and accommodating. Will definitely use again.

Rating:

2.0

I would recommend but the equipment was junk at 55 miles hour the front it seemed like it was going to fall off the gas gauge in the truck floated like crazy the guy he was checking in the truck was rude as heck and since the gas gauge was just little of we're it needed to be demanded it was going to be 38 dollars for gas to put in the truck I tried to explain to the guy the gas gauge floated like crazy said was nothing could do had to pay the money at this location they need to check and clean trucks a little better and do better mechanic work on them.

Rating:

5.0

Left a lock box in a 10' truck call me please 304 546 8944

Rating:

3.0

There was an additional $16.50 taken out of my bank account two days after returning and fully paying for the U-haul. Then the following day after that there was an additional $69 taken out of my account. Neither one of the charges had my authoization to do so and I had to call several times in order to get my money returned back to me. Now I am still waiting on it to return to me and it has been three days since I was told it would be returned. I was charged a $30 fuel fee when the truck I rented was barely above 1/4 a tank of gas, so I returned it very close to 1/4 and was charged not only for the additional gas to fill it back up, but was also charged a fuel surcharge. It is very ridiculous that all these random charges came and I had to call to get my money returned to me. I am still considering contacting the state general's office about this.

Rating:

5.0

Unbelievably Honest And Undeniable Lovers ❤️

Rating:

5.0

Everything was great

Rating:

5.0

❤️🥵🍑

Rating:

4.0

Communication as usual wasn't the greatest but got it done with minimal issues

Rating:

5.0

Apple pie, baseball and U-Haul! And Christy Mack…..

Rating:

5.0

Stock your satellite spots and open a store in Cross Lanes WV.

Rating:

5.0

I was given a drop off location at Bear Cat Storage on Bigley Ave....that was a disaster..no one there, sketchy people on the lot and no one ever answered the phone...we had used the St Albans location before and went there to drop off because we were not going to leave anything at the Bigley location...awful location!!!!!

Rating:

5.0

Makayla ( Please forgive me for misspelling her name) was Totally Awesome, Very poised! Very Professional! Very caring and went above and beyond to make sure that we had the best experience ever!!!! I will refer everyone I know to her location! Also, all of the other staff members were awesome and professional as well!!!

Rating:

5.0

Continue the great work!

Rating:

5.0

Great people! Amazing service!

Rating:

5.0

Be fAater for givin money back

Rating:

5.0

Pickup and drop off were both quick and easy.

Rating:

5.0

Amazing work! Madison Ivy couldn't do her job better then these workers! U-Haul for life fu** Penske!

Rating:

5.0

The staff in WV were excellent. The customer service in CA, the box's destination, was awful.

Rating:

1.0

Screwed up my debit card, no customer service rep available to speak with was on hold for hours

Rating:

2.0

Never rent a chevy truck. Bad gas mileage / Seat to low & can"t rase it.

Rating:

5.0

The only complaint is that the truck had been sitting for some time without having the tire pressure checked on it before it was released to me!!

Rating:

5.0

Outstanding!

Rating:

3.0

Service is always so slow, slower than acceptable for wait times especially when something is reserved.

Rating:

3.0

Employees don't really care about what's going on. You can tell they are just there for a paycheck.

Rating:

5.0

Everything went well. This location is very convenient because of the hours. Id say just keep doing what your doing.

Rating:

1.0

We found a needle in the console of the truck !! If we would have gotten pulled over we could have gone to jail for possession of paraphernalia! U-haul could have very well taken our freedom from us because someone didn't do their job to clean out and inspect the trucks. Not only that they charges my account twice for one transaction. Not impressed with this place at all !!

Rating:

5.0

I was in and out in a timely manner.

Rating:

5.0

The guys that work here are super friendly and very helpful!

Rating:

5.0

Great staff very polite

Rating:

4.0

Some staff members were very helpful! (: I love the 24 hr access option

Rating:

5.0

Loved it was very clean and great staff

Rating:

5.0

So much better than other storage units in cleanliness, security, access and ease of loading and unloading.

Rating:

4.0

Everyone was helpful and very nice.

Rating:

5.0

Very friendly

Rating:

5.0

There was a spot in the unit that looked like tar.

Rating:

5.0

Super facility

Rating:

3.0

No mention of a fee to access your storage unit. 10 bucks a day???? I tried to access it after 10 pm. Too crazy to have to pay to get to your stuff. I would recommend uhaul but not the storage. Prices went up and no notification on it.

Rating:

5.0

Our vacating the unit had nothing to do with the facility. We simply no longer needed the extra storage. Overall staff and facilities were fantastic.

Rating:

3.0

Not satisfied with my bill

Rating:

4.0

Vehicle needed maintenance work, the right turn signal didn’t work and the brake and steering system needed fluid or some other maintenance done on it.

Rating:

5.0

The only problem we had was with our account on your website. When I would log in to the UHaul website it would say I had no storage unit. We went to the UHaul office and the clerk went into his computer and said it was fixed but we still could not see our rental storage unit when we logged into the website online. So, I will have to give a very poor on the user-friendliness of your website when an account is created BUT an Excellent to the St. Albans Storage facility and its ease of use!

Rating:

1.0

This storage unit was in a law suit. From where uhaul cut the lock off of my unit and proceeded to let someone who was only an alternate contact. And had no access to my unit. I tried to get my stuff before this bill got so high. But was told by Austin Dorsey. That it was in a law suit and I could not get it. He lied to police over and over again. Stuff went missing and then some returned. But the funny thing is. I live in Colorado. So you tell me how that could have happened. This was my life and personal items. That u haul allowed this to happen. I have police reports and pictures from the incident.. And the sad thing about it . Austin Dorsey covered the crime up. And I have spent so much money renting from u haul. I would never recommend u haul to anyone. I will be posting my comments on u haul website. And I think this should be checked into again. I think everyone needs to know how I was treated. And if you look at my bills that I paid every month until this robbery happened. Which was July. Not HAPPY.

Rating:

5.0

Amazing place and great staff

Rating:

5.0

Tyler Lemaster was awesome and extremely helpful. I first spoke with Tyler over the phone. I called to inquire about the climate control units available. He was very informative and knowledgeable. I went to the store about two hours later and he assisted me in store as well. He made the process easy and effortless. He also explained everything well and into detail, he pretty much answered all my questions before I had to ask. He was kind and provided an awesome guest experience. Upon leaving I felt cared for as a guest, and felt pleased and comfortable utilizing the facility. Would recommend this location and Tyler to family and friends. Thanks for the awesome guest experience as well as putting my mind at ease as far as leaving my possessions in this facility. Tyler deserves a raise. Thanks again Tyler for being awesome over the phone and even more so in person. I truly appreciated your assistance.

Rating:

5.0

I had gone into facility on November 13, rented a 10x15. And reserved a truck for the 27th. The gentleman that waited on me was excellent. I did not start moving my belongings in until November 26th. My access card would not work. Going to front office they could not find my info plus the unit i had signed up for on the 13th had now been rented to someone else. There were no other 10x15 units available. Here i have people from out of state & a trailer full. The gentleman helped me get into a a 10' & 10 & 5x10 nxt to each other. So the day was saved. He also helped me change my truck reservation from 27 to 26. I believe Patrick was his name. Very helpful. He is a pleasant person to help me that day.

Rating:

5.0

I felt safe when taking items at all hours. Just had 1 experience of a homeless person camped out near entryway but I reported it. Very good place

Rating:

1.0

Had a very poor experience Had rented a truck (pick up was 11/13) and storage (starting 11/13) During Friday 11/12, I received an email stating that they did not have they truck size I had ordered and that the truck that could be provided had to be picked up 30mi away from where I had reserved it Cancelled my truck, and called the storage location just to be sure everything was ok. Was told that my 10x10 was there and that everything was perfect 11/14 went to the storage location and was told that 10x10 storages didn’t exist there!!!!!! Because they had an issue with materials for the construction of the storage location. Again, I had called 2 days previous and was told everything was in order

Rating:

5.0

These guys really helped us out when we're in a bind!

Rating:

1.0

I terminated my lease to my room 2 years ago and I’m still getting harassing emails and you guys sold my stuff. Unprofessional

Rating:

5.0

This a relatively new facility that is in excellent condition, is well maintained and equipped with a large freight elevator. I used two 10x15 units for roughly 18 months to store furniture and other belongings. While not cheap, using the facility was a good choice. All things considered, I doubt one can find a better facility in the Charleston area.

Rating:

5.0

Very nice n helpful.

Rating:

5.0

The staff was extremely helpful each time we encountered them. The storage unit. along with other helpful items, was excellent (variety of carts. Restroom) were excellent and in great condition. I was impressed with how easy the building access system and elevator were to use. It could not have been a better experience. I would not hesitate to use this facility again or recommend it to friends.

Rating:

1.0

I rented the unit only because it was free with a truck. I was called the following week about the unit and told them to cancel it. Only to be called about it 4 more time and I’m still receiving calls and texts about the unit wanting payment. Your customer service is poor and unorganized. I wouldn’t use you or recommend you again.

Rating:

5.0

The facility was super clean and the staff were very accommodating and helpful. I wasn't sure about having a storage unit on an upper level floor, but the way they have it set up is really nice. The only thing I wish they could change is to have more than one vehicle in the "bay" area so that more people can have closer access at a time.

Rating:

5.0

My appointment said the lock was included but they had me pay for one ? Can I get a refund for the lock please.

Rating:

4.0

The reason I said I would not recommend this business is two reasons. Patrick was very nice. I also had an encounter with another worker. I asked him would it be trouble for me to rent a UHAUL truck on a different day and still get the first month free. He responded with “ya kinda” so I asked Patrick and he told me to get in touch with him and he would help me when I’m ready to rent a truck. My issue is the I have to be out of my other storage unit on the 9th and my apartment on the 30th. He was very understanding. The facility itself was very clean and security measures were impressive. The other thing that bothered me some is that the price of the unit said $129. Then when I went to pay it was $139 PLUS tax. I don’t know why it was $139, it was not explained, instead of the $129, and I have never seen tax on a storage unit. It is short term so I just went with it and Patrick was actually really nice and helpful, the other was just kinda ok.

Rating:

2.0

I ordered a dolly and furniture dollies with my truck. Reserved it all a week early so I would have them. I get there to get the truck and they have zero dollies or furniture dollies. This caused me to have to spend 200$ to get some because your incompetence doesn’t respect the reservations of your customers. Unacceptable.

Rating:

4.0

Tyler helped me check in and was very informative and professional. However the double sliding doors were not open during business hours on Sunday and were locked again during business hours when we returned. We had to off load thru the single door that sticks and jams so it took twice as long for today’s process.

Rating:

3.0

Move in did not go as it said it would; it took much longer than expected and there was no lock provided in the unit as it had said.

Rating:

1.0

The overall experience I had with U-Haul on my last truck and storage rental, has essentially made it that I likely won't be doing anymore business with U-Haul, especially since I was charged for an unsafe truck, well I'm sorry they discounted me $14, for a truck with ZERO RIGHT SIDE VISION, and I only used 1 week of storage and they billed me $140, not to mention I used to store for just $90 for same unit, and they refused to honor that price. When I stored for over 2 years in Johnson City, TN. I even brought in pictures, showing. The rate at my previous U-Haul facility. They still refused. So thanks to this facility U-Haul will no longer be receiving any of my business and over the years I have spent over 6k with U-Haul, and U-Haul will no longer receive a penny I'll just spend the extra money with Penske or most likely Budget, since budget is about the same cost as you guys. But I am HIGHLY disappointed with U-Haul and my entire experience. Not to mention I showed up to pick up a truck that was supposed to be ready at 6am, it wasn't I then spent 45 mins with a 5 year old with me to get the truck, because he was looking forward to riding in the truck in his car seat. Well that did not happen, I spent nearly 2 1/2 hours till almost 8;30am trying to get the truck, only to finally figure out there was NO TRUCK FOR ME, the keys wasn't even available for me. And I wasn't able to get a truck till 9:30/9:45, AND THEN THE TRUCK has ZERO RIGHT SIDE VISION, which I found out AT NIGHT, yay, and they refused to get it fixed, I mean they gave me $14 off my rental for a DEFECTIVE TRUCK. DON'T USE U-HAUL AND ESPECIALLY DON'T USE THIS LOCATION, THEY ARE THE WORST PEOPLE I HAVE EVER DEALT WITH INSIDE OF UHAUL.

Rating:

5.0

Excellent staff

Rating:

3.0

This is not my first time renting a storage unit, so I know to bring a broom with me - and I'm thankful I did...due to the amount of dirt and bugs in it. That wasn't TOO big of a deal for me...but I definitely will lay something down when putting boxes, large mirrors/decor, etc. on the floor. Granted, I don't expect it to be a sanitized haven by any means, and I appreciated the sticky mouse pad, but I'm terrified of mice and I hope I can call the desk for removal if I were to ever find one because I'll have a panic attack. The only reason I rated this as an average experience is because someone who worked there (thank God it wasn't after hours or I'd be screwed), had to come and jerk the door open after swiping my card. I tried at least 20 times after having to sign in/out, then going to the other key login to open the door. Also, I received a free lock with 10x10 unit and was told it'd be in my unit when I arrived - but it was not... (again, thank God it wasn't after hours). Overall, my space is in a great location and it was overall clean...just maybe needed a quick sweep for new customers.

Rating:

5.0

Patrick and his team went above and beyond so many times is was hard to keep track of. They assisted me with my u-boxes, storages and truck rentals with grace all while being an extremely busy location. I highly recommend driving from anywhere in the Charleston area to deal exclusively with Patrick and team he is building at this location.

Rating:

5.0

Windshield was dirty nasty it had some kind of pop or something on the inside but everything was great and I guy was very helpful and nice

Rating:

5.0

Great staff, service and facility!

Rating:

5.0

Derick was courteous, knowledgeable and helpful

Rating:

4.0

The accommodations were excellent.

Rating:

3.0

I would have rated you above average, but I had trouble getting my account straightened out. I was locked out of my unit even after my account was updated. I paid my bill on line and it took a week to get it credited to my account

Rating:

1.0

This was the worst experience I have ever gone through with any company. $75+ for a glorified closet space. Poor customer service, no follow up, no attempt to help resolve the problems we were faced with, no contact person to deal with problems after hours, endless HOURS wasted sitting on hold trying to resolve issues, not to mention the HORRIBLE MUSIC you are forced to listen to while sitting on hold. No lock provided like stated. The WORST EXPERIENCE OF MY LIFE!!!!

Rating:

1.0

They tried to lock me out of my storage unit even though I was not late on payment or anything. Patrick Holley needs to take some customer service classes because his customer service sucks!! He talks about old employees and drags their name through the dirt which is completely unacceptable! Every time I was in there no one was wearing a mask and I even over heard Patrick telling another employee how he was in contact with someone with COVID. This is completely unacceptable and appalling. Get better employees who know what they’re doing and won’t talk bad about employees!

Rating:

3.0

There was suppose to be a free lock with my unit that i never received so i had to go out and buy a lock on short notice now they are calling me telling me i need a different type of lock and i have tried to call them to get it sorted out and get my free lock but i can never get an answer

Rating:

5.0

Nice clean and secure storage.

Rating:

5.0

Great Staff at St Albans WV uhaul!! Very helpful polite and left nothing unanswered! The property and business was incredibly clean! Great job uhaul!!

Rating:

5.0

My experience with Uhaul storage was excellent all around. The only problem I ever had was getting through when calling. Wait time was always long, and sometimes never transferred. But as for the office and storage facilities — second to none! Very professional and helpful! Highly recommend! Thank you!

Rating:

5.0

If you call Uhaul of saint Albans there is no option to speak to someone!!!!!! There needs to be an option to speak to someone!!!!!!

Rating:

5.0

Thank you!

Rating: