Customer Reviews for U-Haul Moving & Storage of West Rome

Rating:

1.0

Disputes were tried to be resolved and never were. I’m just telling it like it is for others to know that U-Haul is terrible and i can’t believe they get away with charging people the way they have me. It’s literally not ok . I’m a single mom and they first gave me the wrong storage unit and this is after it took over an hour to get a human to come and show me where it was supposed to be. They didn’t answer the phone and this is during office hours . I get the unit and find out they have charged me for an extra day and say they can’t find a U-Haul truck which I had turned in on time and days prior and still they charged me. Then took the money out on auto pay for a U-Haul truck I had already paid for and turned in . I was behind on my storage payment and they said I had 15 days to pay it or they would charge me a fee and another fee and I am not surprised on the 12th day not 15th here they go adding the fees and other moneys that shouldn’t be charged yet and don’t want to take it off when I call to tell them . I’ve been on several chats and called the 800 number and it’s like everyone is helpful except the office beee in Rome GA off of shorter Ave. dishonest people here , lazy and unorganized and I literally lost my belongings simply bc they charged me so unnecessarily to the point I couldn't catch it up but besides that i didn’t trust that they would not charge me for something else after paying money I didn’t even owe. My babies are getting older and I work so hard it’s not right they auctioned theirs and my stuff off this way . Beware and even if you document and can prove they still don’t fix stuff bc I have receipts screenshots and doesn’t matter. Terribly disappointing this happened .

Rating:

3.0

My unit had a leak and I had to throw away 20 towels because of mildew that, would not wash out. The Winchester pellet rifle, the 2 red rider bb guns had rust inside the barrels also mildew on them that can not be cleaned out. The majority of my pans are ruined because of rust and some of my silverware. The manger was going to file a claim but have not heard back about it. If not for the leak everything would have been great. Manager was awesome, the unit was clean everyone that I talked to was very nice. They were going to send someone out to fix the immediately.

Rating:

5.0

I haven't fully moved in my stuff yet but I will soon. At first, the facility was very confusing trying to find my unit as well as the map. One of the employees came and helped me out locating it. 2 thumbs up for the customer service, 24hr surveillance, secured climate controlled unit and hour. I highly recommend using UHaul.

Rating:

1.0

I keep getting charged and we moved out a month ago and no one from the Rome GA office will pickup I keep getting rerouted or told they delay my message. we moved out in Oct and I was charged November rent. Somebody please call me back to get this rectified.

Rating:

5.0

Will recommend

Rating:

5.0

The Manager kym was very helpful, have great information. The young man working in the facility was very helpful. always a pleasure to come by this u. Haul, because everyone is knowledgeable of what they're doing.

Rating:

5.0

El equipo de trabajo es muy amable y atento.

Rating:

4.0

The only thing that made me not like the storage facility was the location. I kept my gun handy because there was no one around.

Rating:

5.0

The worker's is very understanding.

Rating:

1.0

The ramps to the entryway of the bldg are terrible. as somebody who’s partially disabled with many physical issues, hauling big loads of stuff in and out of that place are very difficult with a steep incline/there’s offered.. outside of that, the place is good. It’s clean and kept cool as promised, which is a big deal to me. The entry system where you push your numbers into the little boxes on the outside was very confusing and it seems to confuse all of the customers I spoke with as well. Why they have three boxes, and you have to enter your number on two boxes in the right order for any of them to work as silly, and it confuses everybody.

Rating:

5.0

I've used UHAUL facilities for many years now. The costs have risen quite a bit, but overall the storage area's are by far the most well kept. Thanks to the wonderful, and understanding, ladies at Rome, GA's facility, for all their support. Moving is not easy, and I've done so more times than I can count. Thank you.

Rating:

5.0

Always have a great experience using this usual location. The manager skin Is very kind and welcoming providing excellent customer service.

Rating:

2.0

Kym Penn has terrible phone etiquette. She was rude and very short with me on the phone while in the presence of a customer in person. I will not recommend people to this establishment.

Rating:

3.0

Bo one was available

Rating:

5.0

Manager good customer service. Thank you

Rating:

5.0

Thank you sorry I was always late with rent but hey you made some late fee money and it was always paid but I kmow its not good for the reports so I do appologize but for the record you guys were awesome!

Rating:

5.0

Receptionist good customer service.

Rating:

5.0

Kym and Zacorzya both went over and beyond on Sunday, 5/4/25, after the HORRIBLE time in Anniston, Alabama when renting the truck and transport which caused me to be two hours late. Arrived to the Rome, Ga Storage at 4:58pm... uhaul STORAGE CLOSES ON Sunday at 5pm. I WILL BE FILING MY COMPLAINT TODAY, with UHAUL regarding my truck/transport rental.

Rating:

3.0

While everyone was wonderful, the self storage unit I reserved was not available! I reserved a 10x15 and when I got to the store they only had a 5x5 available. Thank goodness I did not show up with my 3bedroom house to store. That was the next day! I only had a car full of stuff. I had to rent the 5x5 and Uhaul states they will contact me when a bigger unit is available. Again, very nice people and had my unit been available it would have been 5+ stars rating.

Rating:

4.0

Customer service was excellent

Rating:

5.0

Great staff who were very helpful and friendly.

Rating:

5.0

Kim made the entire process easy from the rental of the truck., to the rental of the unit., to the checkout process. Everything was quick and easy.

Rating:

5.0

Everything was great.the work there was GREAT 😃

Rating:

1.0

Rented the trailer end of a truck. The roof leaked and wet boxes, and a $350.00 down sleeping bag.

Rating:

5.0

Kym Penn and her staff were a wonderful, helpful, knowledgeable, Friendly Customer service team. They went over and beyond the call of duty. 5 stars wouldn’t be enough for a well done team. 💯‼️

Rating:

5.0

I’ll comeback and rent again if needed nice location and staff

Rating:

5.0

Kind, considerate, courteous, hard working, staff, a special shout out to Kym Penn of the Shorter Ave Rome Ga 30165 location.

Rating:

5.0

Ms. Kym was VERY helpful. She made the process very quick and painless.

Rating:

5.0

Kym was very helpful and knowledgeable!

Rating:

3.0

You need to provide additional staffing for this location.

Rating:

3.0

Your office is really difficult to reach by phone which was really frustrating. Also, your online app was helpful for paying rent but I tried to moveout through the app which is advertised as convenient but I ended up having to come into the office and take time out of my day to complete move out almost a month later and you were going to charge me rent if I didn't do so even though I wasn't using my unit for a long time. This also could be done over phone, but apparently I cannot access your office that way.

Rating:

5.0

Great customer service! Easy to move! Thank you so much

Rating:

5.0

Easy to rent! Easy to pay! Great staff!

Rating:

5.0

Rental was easy to take care of. Staff always friendly and helpful.

Rating:

5.0

I have great things to say about my experience with U Haul I would recommend them to any one who needs there service.

Rating:

5.0

I had an amazing experience with U-Haul. I rented a 24 footer and three storage units using the U-Haul app and it was SUPER easy and fast. The truck was in good condition, clean cabin and rear and ice cold AC. The storage facility was very clean and equipped with digital code access. Closing out the storage units was just as easy as renting them.

Rating:

5.0

Kim the manager is great as well as her staff.

Rating:

4.0

The check-in process was very confusing! Had no idea I had to check-in before entering the code to open the exterior door. The email didn’t say this and the signage “disarm” box doesntl explain that at all. I had to have a U-haul person come explain the two code boxes. I have rented at a lot of storage units and have NEVER had to enter the code at 2 different points. I just went and watched the video and it clearly explains this but it in the email or at the door.

Rating:

5.0

Keep up the good job

Rating:

5.0

Great facility

Rating:

1.0

I rented a one way truck move and storage when I got there they did not have a storage facility to fit all my things in they book me a storage five minutes away from my previous address I then had my things on your truck for 4 days with no were to go. I called several times to complain and get a credit and just got the run around now im stuck owing money that I don't have because of the poor customer service I received.

Rating:

5.0

We just really need a storage very soon.

Rating:

5.0

Staff was Very helpful and appliances were available for use!

Rating:

5.0

While the set up and customer service at the store was excellent, i was either given an already sold unit or not given a key to the lock. So we were stuck at the storage with loads of stuff and no place to put it and people there to help load and unload from their personal vehicles. We called the customer service line and they attempted to contact someone from the store but that didn't work either. So we were stuck with all of this stuff unloaded inside the building and no where to put it so we had to use a unit that my husband saw was open. Now we will probably have to remove and move all the stuff again today once we speak with someone at the store. Very much an inconvenience, a huge inconvenience

Rating:

5.0

Very clean. Friendly and helpful staff. Highly recommended.

Rating:

3.0

Need better directions in the maze of storage units.