Reasons for my Poor rating - Trailer was bad condition - Didn't have a winch like a car hauler should - When I returned the trailer "the next day" I had 3 staff trying to figure out how to unhitch and I was worried they were going to damage my car as they were jumping up and down on my tow hitch - I received a call 3 days later saying I hadn't retuned it. when I told them that I had and the exact date and time they said they would go and do an inventory check and get back to me. They didn't! - I receive another call (Voicemail) 2 days after that saying the trailer has still not been returned and I was being issued a Damand letter. - I called back and was on hold for 20 minutes, When I finally got a representative, I explained the situation again and a note was made on the file and I was told I would only be charge for 1 day. - Received the invoice yesterday and I was charged for 3 days!!!! I'm currently waiting for this to be resolved.Michael H.
Customer Reviews for U-Haul Moving & Storage of West McKinney
McKinney, TX 75071
(1 mile West of Custer on Southside of Hwy 380)
Services at this Location:
- Mon–Thur7 am–7 pm
- Friday7 am–8 pm
- Saturday7 am–7 pm
- Sunday9 am–5 pm
Special Operating Hours
- 12/24/2022: 7:00 am - 4:00 pm
- 12/25/2022: Closed
- Free towing inspection
- Propane pay at pump
- 24 hour customer return
- Boat storage
- RV storage
- Vehicle storage
- habla español
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.
Had to wait on my truck about 10-15 minutes. Overall okaySteven T.
Customer did not leave a comment.Yolanda A.
Customer did not leave a comment.daniel r. | Overall Experience
Customer did not leave a comment.Joshua K. | Overall Experience
The back right running light on the trailer didn't work. Break lights and turn signal did but not the running lightDONALD W.
Customer did not leave a comment.steven S.
Customer did not leave a comment.Allan S.
The manager was friendly and did a great job!Chris C.
Great staff and recommend this uhaul to everyone.... Super job people!skip S.
Justin and his team are awesome. Jackie coordinated everything to a perfection. I was a bit nervous about this move, since we were moving on the day of Thanksgiving and it was expected to rain. But Jackie helped us manage everything so well that despite the rains, no one got wet and none of my stuff got wet either. Kudos to this team.BHAAVIKA G. | First Impressions
Customer did not leave a comment.ALEX G.
So thankful for the help and kindness we received at this location! We will gladly use them again next time we are in need of their service!Olivia O.
Customer did not leave a comment.Steven P.
Customer did not leave a comment.juan H.
This truck had some vibration coming from transmission or drivetrain ares.WESLEY H.
Customer did not leave a comment.Rita D.
Customer did not leave a comment.JOSHUA C.
Customer did not leave a comment.GLENN S.
We rent at this location at least 12 times a year. Staff is good. My last rental was a travesty though. We have spoken to the Manager and we wait for resolution. Overall they are great except our most recent experience.Natasha H.
I can't think of anything major. The only confusion I had was the online information calls the trailer I rented a 4' x 8' cargo trailer. The local UHaul calls it a 4' x 8' Utility Van. When I received my confirmation, I called because I was uncertain as to what I had reserved. Not a big issue though.Cary F.
Customer did not leave a comment.Craig J.
Make sure you know where they are taking your ubox ahead of time. I assumed mine would be in the same town I live in but they took it an hour away and I had them put a lock on it. I tried for three days to get a call back from the Mckinney location to no avail. The manager upon arrival told me they don't put locks on and I would need to call a locksmith in order to access my belongings. The lock was a uhaul lock. I went to Lowes and purchased bolt cutter and new lock and removed the uhaul lock and I wasn't happy. I then told them to deliver the box back to my house asap. I will NEVER use this service again.Kim C.
I was charged for gas when I put what they asked me to put. $45. Then the truck was crashed in the back. And when I called customer service I couldn't get someone on the phone. I also tried the chat no one responded eitherLeticia M.
The waiting is too long to return equipment. Was short staffed.Ruth O.
Customer did not leave a comment.JEREMY C.
Slow and unresposiveCharles H.
Customer did not leave a comment.Theadore P.
Customer did not leave a comment.Jason M.
Customer did not leave a comment.Ravi Kiran A. | Overall Experience
Customer did not leave a comment.Raye M. | Overall Experience
Would have liked a paper copy of the bill.Sarah C.
First, you should make people aware that you DO NOT have a waiting room. Second, my 11:30am appointment didn't start until 1:15pm. Finally, the harness would not fit so had to eliminate what I originally wanted. Of course, then there was billing issues that had to be resolved the next day. Overall terrible experience.Brad H.
Nothing, everything went smoothly and the staff was friendly and professional.JamesF D.
Driver side tail light was out. Interior of van was dirty and sticky.Paul W B.
Vehicle was not clean. Employees are not friendly and courteous.Stinly C.
Customer did not leave a comment.Hally G. | First Impressions
Customer did not leave a comment.TRAVIS A.
The GM, Justin is fantastic. He is always onsite making sure people are checked in and that the operation is running smoothly. He is always in a good mood and helpful.David H.
Great placeClancy T. | First Impressions
Excellent transaction.benjamin T.
Customer did not leave a comment.James W.
All was fine. Truck only had 1800 miles.Garland M.
I got charged for 2 days because I was two hours late on a 2 hour rental. So were the movers I hired. This was beyond my control. I called to ask for forgiveness. I've heard nothing, nor a 1 day refund. Lame.Darren N.
It was busy at 8:00 but the lady behind the counter started working two registers at the same time to get us all through the process quickly. She was amazing.Jeffrey R.
Customer did not leave a comment.Holly G. | First Impressions
Customer did not leave a comment.REBECCA D.
Ensure the customer knows there is no refund if they turn the equipment in early. And that they can save $20 if they return the equipment and use the online check-in.John S.
The price quote online and the charge in the store were very differentEvan P.
Great serviceWAYNE W.
Okay, let's get into this then. I am going to be talking about my overall experience with everything and how terrible it was. First, nothing was available in my city, Sherman, TX. But we finally found a location that said online they had everything we needed in, Frisco, TX, but of course when I arrive, some teenaged boy who probably shouldn't be handling situations like this, told me I made the reservation incorrectly and that's why they didn't have my equipment for the reservation and then proceeds to whisper not very well to another person how they rented it out, but somehow, it's my fault. This boy called a U-Haul Representative and then the real fun begins, she then tells me they found a location and it's in Arlington, TX, another 45 min drive for me, then while driving, I get another call saying no, don't get go to Arlington as I was driving there, I had to stop and pull over and listen to what the rep was trying to tell. The rep then tells me to go to Grand Prairie, TX to the location she found, and she then says, yes, they have the truck you need and the trailer you need. I ask her a couple times to confirm that his location is going to have what I need for sure, and she proceeds to tell me a couple of times that yes, they will have what I need. I turn around and drive to Grand Prairie from my halfway point from Arlington, and then I finally arrive at the Grand Prairie location, I walk in and speak with the lady at the counter and give her my information, she then proceeds to tell me that there is no reservation and no information from anyone letting them know that I was coming. Another rep calls me and then tells me that someone should have told me that my reservation was cancelled at this point because there was no equipment available for me. And then they wanted to send me another 1.5 hrs. away to pick up equipment, of course I said no way. Then here is what really makes me mad, the rep said they would give me a $30 dollar gas credit for all the driving and the $50 dollar money back guarantee to me for not having my reservation ready, and they would send refund that to my card, have I seen that yet, NOPE. And I was told I would be given an upgrade on the trailer and did that happen, NOPE. So, then I'm told, we can have your equipment for you the next day, Sunday, in McKinney, TX. Okay, fantastic, a day behind. I get to McKinney as soon as they open at 9 am and begin talking to the rep at the counter, NO notes made from the rep the day before, NO credits were noted, NO upgrades made, and the rep saw NO NOTES in the system about anything that had occurred and talked about with the other reps the day before. The rep in McKinney said she would call them and call me back, but did that happen, NOPE. The whole U-Haul experience was trash!!Edward S.
The vehicle barely moved. Steering wheel was not sturdy and didn't keep the road - I always had to adjust to keep center. Wheels were not properly aligned. Vehicle is very old, noisy and ran about 5 miles per gallon.mikhail A.
Bad experiences on multiple counts: 1) Truck was in poor condition to drive. Constant skipping and overall bad 2) I made reservation online and I was quoted $0.79 per mile. You charged me $.99 per mile. 3) I returned the truck with 3/4 tank full, which is what the tank had when I rented. I was charged fuel surcharge 4) Called after I received the receipt but could not get through despite loooong waits.Dinesh C.
Customer did not leave a comment.JUSTIN L.
Customer did not leave a comment.FRED H.
Customer did not leave a comment.Jennifer V.
Customer did not leave a comment.FRED H.
Customer did not leave a comment.Meseret S.
Increase parking areas if possible. All other services are great. Everybody is respectful at this location.VENKATA M.
This U-Haul location is top notch from the manager down to the people that take care of you at reservations desk. Other companies need to pay attention and understand how service is done. 🥳kenneth W.
Would suggest manager not take tele call while helping a customer. Felt it was disrespectful of my time.Kathy W.
Put the correct information in the system so customers won't get over charged $60. Double check and make sure information is correct before charging customers credit card.Marvin W.
We have rented a U-Haul 9 different times at 7 different locations from Colorado to Texas during a massive Family move over the past 4 months. The location in West McKinney in Texas is the best location hands down over any of the other centers. Staff is fast, efficient, knowledgeable, and just nice people. Thank you!!Joe B.
Customer did not leave a comment.Terry H.
I would rather have my fingernails ripped out than use Uhaul again. Talk about a horrible experience. I'm shocked I even got my stuff, although one of the uboxes I'm pretty sure tipped on its side at one point, based on how much stuff was completely destroyed.Ivory A.
The staff at Uhaul went above all expectations , they were helpful, and passionate about maki g sure all of my needs were met and they did it with a smile. That was special to me moving in to a new area.CECIL O. | Overall Experience
This team is awesome. Very friendly, helpful, and accommodating. Just really has this team running in all cylinders.Craig R.
The staff were exceptionally helpful when needed. For example, the truck wasn't prepped to a high degree of quality: windows needed cleaning, inside needed cleaning and, lysol'd from the previous driver. One of the tire straps were too small for one of my tires. The manager offered to have a staff member pick one up from another store.lashanda F.
Truck was covered in dog hair and smelled like cigarettes. Mirror damage. We were told not to worry, it was noted on their end. It was not and we are now fighting being charged for it.Joslin H.
Train your employees or hire new employees who care about their job at the pickup location how to work the mobile app @pickup. Instead of being told â€œidk tbh the line inside isn't that long rnâ€ also have prepayed supplies in truck ready to go instead of making customer check and ask for it. Also when doing walk around of truck condition with mobile app it would be a better experience if the pictures of the trucks current condition actually reflected the trucks current condition instead of having to dispute and take your own pictures for the app.Corbin F.
Easy n QuickSiva C.
Friendly staff, but unprepared. Inside staff were great - got all things ready to go - and then I waited 30 minutes for anyone to show up to help hook up the trailer. On return - had to go inside to wait for someone to come out and unhook it. Granted that was a Monday morning return and they had so many returns pilled up there was nowhere to do it myself. I would say - the logistics of the location - not enough room to return, having the pickups way in the back behind a locked gate where you can't get in yourself without waiting for someone to come unlock it - just not a good setup overall. The equipment itself I have no complaints about - all was good there.Jeremy H.
Was charged extra due to miles. Even though Uhaul is costing me more at a later date due to not being able to honor original contract. Not this locations fault though.Ronnie B.
Great place for vehicle rental.Lee F.
Customer did not leave a comment.Kenneth K.
Customer did not leave a comment.CARROLL H.
The online check-in/pick-up directions weren't thorough enough. I was charged a fee for gas when I filled it up to the same place it was when I picked it up.David N.
Customer did not leave a comment.Cynthia F. | Overall Experience
Customer did not leave a comment.Cynthia F.
Customer did not leave a comment.Erik F.
The guys just took the keys and stated I was good to go!Cynthia D.
Customer did not leave a comment.JOHN G.
One if the tires was not holding air.Michael I.
Fine employees and managementCRUZ R.
Customer did not leave a comment.Scott B.
My original reservation was at a different location and when I showed up the store was unexpectedly "closed for the day". I called customer service and they made it right by crediting me $50 and booking me somewhere else so I can do what I needed to do.AnthonyJoseph H.
Customer did not leave a comment.Chris H.
Customer did not leave a comment.Brittney W.
Customer did not leave a comment.Philip D.
Customer did not leave a comment.Christopher L.
Customer did not leave a comment.Keith K. | Overall Experience
I was over charged for fuel $47 even though the gas was filled at 1/4. Cheating and the general manager was so rudeNarendra P.
Customer did not leave a comment.COLIN K.
Fast online shopping and pickup. Easy after hours drop off. The app made it very step by step. Like the fact you require pictures of key areas of vehicle. Nice features!Aaron Z.
Customer did not leave a comment.John T.
Customer did not leave a comment.Debbi M.
Customer did not leave a comment.Billy A.
Customer did not leave a comment.Juan C.
Customer did not leave a comment.jose V.
Customer did not leave a comment.paul Y.
Customer did not leave a comment.Theresa A.
Customer did not leave a comment.Robin R.
Customer did not leave a comment.William S.
All personnel were friendly & easy to work with. Will be using this location again soon.Michael C.
Fast, friendly service. I don't know how you could improve on that!DEB M.
Customer did not leave a comment.DARREN L.
Customer did not leave a comment.Ronald K.
When struggling to connect with the dispatcher, call your local U-Haul instead! That's what I did and had a 5 Star experience as a result. A special THANK YOU to Justin Matthis at the West University Drive location in McKinney Texas.Daniel T.
Appointments could be more, price should be less than competitionSrinivas B.
Friendly, thorough, listens wellDavid S.
Customer did not leave a comment.Brock m. | Overall Experience
Extermination is well over due, all my BOXES OF things were infested with water-bugs (roaches). Which, I did not appreciate bringing them into my home. Besides that, I was charge excessive fees that were not mine nor my fault. Which, had to be corrected by the GM of your prosper location. If I had to refer a friend or someone it would be to prosper,tx location, where I received the best care and service.MELINDA D. | Overall Experience
Made my move across state really easyChristopher M. | First Impressions
Customer did not leave a comment.Joey M. | Overall Experience
The storage units my wife and I reserved for the 27th of the month were not prepared and cleaned for use however my wife continued to receive phone calls repeatedly requesting payment for the units even though they were unoccupied. After speaking with 2 different representatives, an assistant manager and the manager by phone and in person, they attempted to correct the problems but were unable to, so we decided that we should not go forward and rent the units because of the repeated delays and difficulties and the additional costs of time and money. Unfortunate for all concerned parties including U-Haul. This survey requires us to rate the facility and the personnel even though we didn’t occupy the units so I was required to do this rating and answer the questions regardless of the response.Thomas D. | Overall Experience
Everyone was some of the nicest Uhaul employees we have met and we have used Uhaul approx 18 times. We have moved 34 times totalVernon M. | Overall Experience
Maybe there was construction nearby or something but our storage unit had a very thick layer of dust on everything. it was difficult to clean the dust off there was so much of it. Also, the price is prohibitive so we emptied our storage unit.Jeffrey L. | Overall Experience
Only one problem. The storage unit they provided was still occupied and they had to give me another one. It was handled quickly.tania s. | First Impressions
I think it has changed ownership in recent past and it has been a little better. But the previous owner/manager was a total Asswhole. The only complaints I have for the last Several months is that there was always trash around, on the weekends there was always a very long wait because they only had 2 people working behind the desk. Last thing, when I checked out for the final time, I told the guy I had one more thing to come get the next morning. When I got there, it had already been cleaned output, locked up and my belongings were gone!steve p. | Overall Experience
Customer did not leave a comment.Cynthia F. | First Impressions
Customer did not leave a comment.GLORY G. | First Impressions
Two guys (I didn’t get names sadly) helped lift my washer and dryer with no hesitation! I really appreciated it. Thank you again.Karisma g. | Online Move In
Customer did not leave a comment.KATHERINE P. | First Impressions
Customer did not leave a comment.Leonicia M. | First Impressions
Troy is the Best!Ari C. | Overall Experience
Customer did not leave a comment.Dennis F. | Overall Experience
Customer did not leave a comment.Alphonse W. | First Impressions
Customer did not leave a comment.Daniel O. | First Impressions
The facility disregarded my contract on the unit I rented by giving it out to someone else. I was told because I hadn’t moved in yet it was declared vacant. Never mind my contract and payment I had on auto pay. Luckily for you the facility had an open unit they put me in. This is the only thing that prevented me filing a lawsuit for breaching the contract and damages of the difference between the contracted price and whatever the higher price would be at another facility. Absolute worst business experience in the past five years.Americas Defenders F. | First Impressions
Justin the manager exceptional customer service skillsledawn s. | Overall Experience
Customer did not leave a comment.Lopez G. | First Impressions
Justin the manager is great. He has helped a lot and saved me a few bucks here and there as we traveled from Seattle to McKinney and then had a unit to boot. Well done teamPaul K. | Overall Experience
Customer did not leave a comment.Derrick T. | Overall Experience
GoodNiranjan Reddy P. | First Impressions
Customer did not leave a comment.Robert C. | First Impressions
Customer did not leave a comment.James H. | First Impressions
Customer did not leave a comment.Vibrance P. | Overall Experience
Justin Has a GREAT HEART!!! He TRULY Cares About Serving the Public, Community, and Families!!!Vickie L. | Overall Experience
Justin is AMAZING and ALWAYS Goes Over and Beyond for the Clients/Families!!!Ethel R. L. | Overall Experience
Awesome manager. Very helpful and attentive.LEEDONNA H. | First Impressions
Troy was very helpful and knowledgablePaul K. | First Impressions
This location’s staff is very friendly and quick with the check in and out processFrank M. | Overall Experience
Justin was awesome - very helpful, very knowledgeable, friendly, and calm in the face of angry customers (not me, but someone else who came in while I was there). He manages the facility and employees very professionally and was a real pleasure to deal with during a very stressful and complicated week.Katlyn W. | Online Move In
The staff and service was exceptional. The two men who helped me were accommodating to our needs and made the whole process as smooth as possible.Mary T. | First Impressions
Untold countless hours on hold to resolve an issue that should have never been an issue.John D. | Overall Experience
Worst experience of any I have ever had with a storage facility. Roach infestation, water damage to my contents. They never did anything they said they would. They called for payment after I was completely moved out. Never any qualified staff on sight. . Absolutely horrible experience. They have been telling me that their insurance company would be calling me about the damages. Never happened.Karen L. | Overall Experience
Customer did not leave a comment.Frank M. | First Impressions
The space was very clean and there was a lock inside, unopened, for my use which was a very nice surprise!THERESA J. | First Impressions
Will seemed new on the job but he was friendly, and not afraid to ask for assistance from his supervisor Troy. All were helpful. Kirk was very nice as wellSharyn A. | First Impressions
Customer did not leave a comment.kenneth G. | Overall Experience
Preston’s service to us was Awesome! He was kind and considerate of us! He and my dad had great conversations. We Will use him again! Christine C.Christine C. | First Impressions
The person That took care of me was very knowledgeable and incredibly friendly.DANIEL F. | First Impressions
Customer did not leave a comment.Holli R. | Overall Experience
I was told I’d get my first month free and then was charged 150 dollars. Not happy about the false advertisement.NICHOLAS W. | Online Move In
Thank you Justin!!!! You’re the best!!!Maile D. | Overall Experience
Customer did not leave a comment.NICKIE H. | Overall Experience
Troy was beyond excellent. He made the whole experience very professional!!billy t. | First Impressions
Customer did not leave a comment.John S. | Overall Experience
Very helpful employees and very king and politeChris K. | Overall Experience
Customer did not leave a comment.Laura W. | First Impressions
Unit not available. Mark was rude “sorry the system glitched.” Then he assured me I could have my MOVERS go to Plano and I’d get the same space I had reserved. Got there, they don’t even have a 10x20 unit, let alone an outside access. Never again. I was afraid I’d miss my daughter’s doctorate graduation because of Uhaul. North Plano saved you.PAULA S. | First Impressions
Staff is very friendly and accommodating. Very satisfied with the overall experience.dan r. | Overall Experience
In the time of need your facility was both very convenient and economical. Staff was very helpful and the process to both get set up and pay was very convenient. Thank you for a pleasant experience, Mikemike t. | Overall Experience
Customer did not leave a comment.DEWAYNE W. | Overall Experience
Customer did not leave a comment.Jessica R. | Overall Experience
All the gentlemen working at the W McKinney location were so helpful!!! Quick , professional and made our our experience easy!Darla M. | First Impressions
Customer did not leave a comment.Jerry F. | Online Move In
Customer did not leave a comment.adrian h. | Overall Experience
It would be nice to be able to continue moving into the unit without the alarm going off every time I open the door.Theresa J. | Online Move In
Customer did not leave a comment.Fletcher S. | Overall Experience
Customer did not leave a comment.Dorothy H. | First Impressions
Customer did not leave a comment.Andre W. | Overall Experience
Thank you for the stellar customer service!!Randi E. | Overall Experience
Customer did not leave a comment.Darrel P. | Overall Experience
Great service. Very professional.Mark N. | First Impressions
Worst service ever at this facility. Misinformed about early move out pro rating of monthly fees. That is stealing when misinformed and it cost me more money if I had been properly informed I would have moved out last month. If you really care someone would call me to get this properly handled with a pro rated refund as I was informed by your employee on site. Brian McGann 214-998-9898BRIAN M. | Overall Experience
The storage unit we had needs a light to see through the entire unit. It was too dark. The carts were great to have, and plenty of them. The general manager, Taylor, was excellent to work with and made things right after a national Uhaul support person gave the wrong information that cost us an extra $145.Stan Gail G. | Overall Experience
I can’t remember the customer service representative name but her customer service was excellent.DEWAYNE W. | First Impressions
Customer did not leave a comment.MICHAEL R. | Overall Experience
Customer did not leave a comment.Geoffrey T. | First Impressions
Store owner / manager in from Phoenix had great customer service.Thomas P. | First Impressions
Customer did not leave a comment.Kyra H. | First Impressions
Very professional and very helpfulJames Z. | Overall Experience
Customer did not leave a comment.MARCUS HENRY B. | First Impressions
MCKINNEY LOCATION IS THE BEST EVER!!! I’m middle aged so clearly I’ve been all over the county…..Jessica D. | Overall Experience
Everything went smoothlySteven M. | First Impressions
Service okay. But to have my card ran again for an additional day is bs. I picked uhaul up at 1150a I should have had till that time next day to bring back, and for those reasons, I certainly will not recommend anyone use uhaul. Unless you wanna be bamboozled out of extra fundsRonetta G. | First Impressions
Customer did not leave a comment.darleen f. | Overall Experience
Customer did not leave a comment.John M. | Overall Experience
Taylor is a unique talent at this location. She is very helpful and goes out of way to understand the customer and help him/her out. Setting Fantastic example for others on her team. Keep up the great work Taylor. Will come back to UHaul at this location because of your professionalism and courtesy! You should get promoted!Rohit S. | Overall Experience