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.
Great experiences
Your website allowed me to select to check in from my mobile phone. I went to pick up the van. I could find no instructions of how to get my van, so I called U-Haul. Of course i was on hold for 15-20 minutes. Finally someone answered the phone and explained that this location is not equiped to do "mobile check in" regardless of what i had been sold on the internet site. So, I put on my mask and went in. Of course by now there were several people ahead of me and I had to wait another 15-20 minutes. My only other problem is that the tires on the van were not in great shape and the tire pressure alarm was on. They assured me it was "only a sensor". If that's the case then why not fix it. They have a garage. I am checking n/a because there is no maybe box for reccomending.
The truck was clean and was in excellent condition.
Have an easier way for customers to drop keys off when using the mobile app to return vehicles.
As big as the new place is it is hard to get into with route 60 traffic. Not sure what can be done.
Used the Drop off and leave and it's easy
They were suppose to return 20 dollars to me i never got it.
The staff was great and very helpful. I had questions they easily answered. and the helped with returning moving items I no longer neede. All with a smile and calm kind voice. Grest experience.
Have the workers more friendly and answer the phone when you try and call for a question about returns and I was on hold for 10 min and I just hung up and I was already a customer and had truck
Austin letting us get our things out of our U-HAUL was the first break we had all summer. He was a blessing and can’t thank him enough. Only complaint I have is that when signing up a new customer for storage rental the times and upgrades should be gone over and just the whole how to should be explained more thoroughly. Just my opinion tho. The day we moved out of the rental they were very busy and another employee took the time to help my husband and I lift a few heavy items and was very helpful. Thank you to all the St.Albans staff !
Everything was great!
Very helpful staff
Ensure that the trailer is attached correctly to avoid injury or death of user.
Rented a van for a couple hours. The process was quick and easy. The van was a newer van, very clean and drove excellent. The return process and billing... again quick and easy.
I think they should bring the vehicle to the front of the building. It was in the side lot and I rented an appliance dolly and had to walk it to the truck and lift it into the bed of the truck by myself. I am a 58 year old woman. I was able to do it but think they should have offered to do it for me.
Nothing the rates were great i will recommend an use again
I had a great experience overall. Not anything to improve. Austin Dorsey was a big help in getting me the equipment I needed and providing good customer service.
I got a better estimate on the cost of renting the truck in the store than I did online. The online quote was almost a $100 dollars higher. The man who was helping me was awesome.
Cab of truck had a very strong smoke smell from cigarettes. The truck was fine other then that .
Great service people were great, the car hauler worked, but the tires shook to the point it was hard to stay on the highway! I told the guy I returned it to as well
The heat did not work in the truck I rented an the brakes needs looked at. Barely hit the brake an it slings or catches. Worse thing was the heat not working. Wouldn't have minded if it wasn't cold
It was a fast efficient experience renting a truck from Uhaul...nice people and good equipment...would use again and recommend to others.
The passenger step was defected and was taken care of. Yes I would choose Uhaul again
Hire a few more people. The guys are a little over worked there. Other than that, great people, great location. My favorite in WV.
Austin Dorsey was very professional, quick and a huge asset To Uhaul. I hope I get to work with Austin anytime I need anything from uhaul.
Was a pleasant and professional experience at final destination. Garry Blocker
This was my second time using U-Haul U-Containers. The first experience in 2014 was great. This most recent experience was HORRIBLE. The general manager at the pick-up location in St. Albans, West Virginia made a mistake and you guys tried to charge my old card for storage payments. Even though I never signed a rental agreement, and never had my things stored with you guys. You charged me for storage until September and I had my things home from your facility on August 26th. I do no think it is okay to charge me for a service I did not use and I asked for a refund and was told no. This was only AFTER I received a demand letter threatening to charge me 10% for every day I was late, with an added on $50 charge for a mistake ON YOUR GUYS' END OF THINGS. I would love to be contacted by UHaul so I can share my emails with your general manager and better go over why I am mad. At the very least I am owed $89.95 from you guys, and I think its important for you to review customer service policies with your employees.
Your mobile check-in was awful. I finally had to go in the store to get it straightened out
The truck i rented was new and only had 1500 miles on it. It somehow already smelled horrible of cigarette smoke, i had to keep the windows down. The man who helped me was rude and very unhelpful
I don't know what you could improve to make it better. Every thing went fine and all my questions were answered and I am going to use U-Haul again in the very near future.
Everything thing went great
The truck I rented was clean but the front end was out or line it was a rough ride
I called to see if they had a trailer to rent and it took 20 minutes or longer on hold . I don't think this was the locations fault but a corporate problem.
Everything went smoothly. Staff was very helpful.
Very helpful and nice
Storage area leaked When it was raining and multiple boxes were wet and ruined.
I came in and requested to rent a car dolly, instead I was rented a car trailer, I said that this was not what I wanted, and was ignored, I got the job done, but I feel like I could have gotten it done cheaper, if I had got what I requested to begin with. Also the clerk the rented me the trailer had more to say about how much he didn't like my trucks brand than about the rental. All I wanted was to help a customer of mine out and save them a tow bill, I didn't appreciate the lip service I received while I was there.
I can’t say how great full I am for Austin and the rest of the St. Albans store. There compassion and understanding has had a tremendous impact for my family. I highly recommend this store and company.
Explain to the customer how to properly use the equipment rented.
Staff was very friendly and accommodating. I will recommend the store to others.
In and out and the personnel at the counter was very helpful in getting the trailer located and hooked up to the truck
Friendly, fast pickup!
The rental center was understaffed. I tried to contact the center by phone before moving from out of state but could never get through the automated phone system. There is only room to off load one truck at a time. There were several waiting to to off load a truck. While the center is new and very clean it is inefficient. Reservations or appointments to open new rental of storage lockers could alleviate this problem.
Everything was great. I had to reschedule my rental several times and my rental was held for me. Employee was professional.
Austin was great and the truck was great top notch service
The check in by internet was a little difficult but managed it. Trouble uploading pics of truck. Overall great moving experience.
Austin and his team always on top of things. Quick in and out and im on the road
I rented a 6 x 12 box trailer on 8/18/2020 for 2 days I scheduled pickup at 1:30 PM but pickup after 2:00 PM to return at 1:30 PM on 8/20/2020 but I return it around 4:00PM on 8/19/2020 I feel like I should have got a refund for half of the next day since it was there early for your use. But your representative said no why not. Please let me know thank you
All went well and I appreciated that.
The Manager Austin was GREAT! On top of things had things done quickly and efficiently I was in and out and on to my business. Thanks UHaul!!
great experience. Quick and easy
Trailer axle was damaged. Caused both tires to rub against trailer and alMost caused blowout
Great service an friendly people
Austin and his staff do an amazing job. They were all very helpful, and the units and bathrooms were very clean and well maintained. Austin went the extra mile to make sure I was accomodated, and that I understood every part of my contract and bill. I recommend this U-Haul location to anyone, it is the best one I have ever seen (and I've been to a lot of U-Haul locations over the years.) Thanks again, Austin and team.
Thank you for the excellent storage rental experience today, and I'll expect to continue renting for a year or so. Of all the U-Haul facilities in several states I've had the pleasure to rent trucks & storage from, yours ranks stellar - highest on the list for available space and cleanliness, and consistently good service from Uhaul - my choice in moving and now also in storage. Could you please do me the favor of changing my address: from 649 Scary Creek Rd, which is my landlady's address, to 764 Scary Creek or PO Box 123, Hamlin, WV 25523 - which is my address. Thanks & stay safe during the global pandemic. Nicolette DuBois Unit 3058
Everything was great the facility was clean and well lit . The staff were all very nice and helpful. The only setback I encountered was that I was told I could gain access after hours yo my things and when I went after hours I was denied access. The alarm message kept saying the area is closed. Other than that it was fine. Thank you
Austin Dorsey should be fired. He charged my card without telling me back in 02/03/20 which I was reimbursed for by the owner - still have the email about the incident. Then, when coming to the facility to pick up my uhual to move into my apartment on 07/01/20, Austin Dorsey put me on the red flag/file list; so, I couldn’t rent a uhual at first. When the other manager who goes by Red was on the phone with the representative to figure out why it stated “unknown” to rent to me in the computer, Dorsey walked into the facility with another crew member and yelled “Oh lord! not her again!” Cameras can confirm this on 07/01/2020 at 12:30 PM. I kept my cool and didn’t say anything back. Dorsey walked to Red’s computer monitor instantly, and Red said “can I clear this” to Dorsey, and he stated “I don’t care”. As i got my keys and was walking to the truck, he told another crew member, “I will just flag her again”. This is unacceptable, unprofessional, and an abusive of power. Additionally, uhual needs to investigate when individuals are placed on the do not rent list. That is just completely unacceptable.
The place way clean. I had easy access.
Great large clean and comfortable indoor facility. Security is top notch.
Martha Dixon and Austin were very friendly and helpful with the process of renting a uhaul truck and the storage unit.
Very easy process, friendly staff, super clean units
Super nice facility, nice employees. Showed us right to our unit and explained the process. Would recommend for your storage needs
Great storage units and clean.
Best storage I ever used! Unbelievably clean, well-lit. I will never use anything other than U-Haul storage for needs in the future.?
Facility was very clean
Online reservations were ignored when I moved in. Signed up for auto-pay, but was charged late fee because the U-Haul employee who set it up (quoting the manager) "Didn't know what she was doing."
Facilities and staff were great! I would definitely get a storage unit here again!
Great experience! Patrick was very knowledgeable and helpful. He had our car unloaded in no time and had us set up with the perfect storage unit for all of our belongings.
The office was closed when my movers and I arrived on 13/15/19 7pm. When making my storage unit reservation, the rep. said they were open until 10pm. I lost my free movers and had to pay movers 12/16
Very friendly and helpful staff. Plus, this location is very clean.
Straightforward and stress free
Outstanding place!
great service
Great facility, great staff, and a wonderful experience!
The best facility I have ever seen.
No problem with anything very nice people working there! !
Extremely knowledgeable & helpful.
Seemed very knowledgeable and very professional.
The storage was very nice and clean. Dry. The staff were polite and friendly . The wait didn't take long.
Excellent service!
Friendly staff. Helpful and took care of our needs.
I returned the equipment and got reserved my storage unit @ 6 pm. I was locked out of the building for 45 mins without help after they reset the alarm. That lead to me paying moving help extra hour.
Excellent customer service. He walked me through the security steps to get to my floor/storage unit. Very helpful.
Would highly recommend this facility.
The Representative that assisted me was very knowledgeable and courteous. He made my experience quick and easy.
Just moved here from California. The gentleman at this facility are top-notch, highest-caliber professionals I’ve ever encountered. Their facility is immaculate, & easy to load/off load, God Bless.
The facility was super nice the staff was friendly! I would recommend the St Albans Uhaul to anyone. Thanks!
Great new and clean facility.
great service very clean storage unit
Very polite, professional and friendly. Satisfied customer
Very friendly service, very very helpful. I would recommend using this location
The staff there is amazing I was thoroughly impressed with this team
