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

Rating:

2.0

We picked up our U-Haul on Buffalo Rd in Erie PA (a one way rental) and returned it to the West Seneca NY U-Haul. Buffalo Rd in Erie PA was a simple process to check out, however we were inconvenienced as the nearest U- haul center in Grandview did not have a 10' truck that we requested and we were given a 15' truck at Buffalo Street. The 15' truck had a half tank of gas upon arrival and seeing as it was reserved as a one-way rental we expected it to have a full tank of gas so I did not have to worry about gassing up along the way. When we arrived in West Seneca, we were unable to access the storage unit to unload the contents of the truck. The first access point recognized our reservation but the secondary after hours access point DENIED our access. We tried to call the general manager listed on the window sticker...Jenn, but the call went directly to voicemail and we were unable to leave a message as the mailbox was not set up. We texted Jenn, but never received a response. We therefore went home and unloaded the contents into our garage as it got dark. We then initiated contact with Jenn the next day (after leaving a text message for her the previous evening)to ascertain why we could not access the storage facility and ensure we could return the truck the next day AFTER hours since we had to work that day. She was able to see our denied access in the system but offered no explanation for the denial nor an apology. When speaking with Jenn I inquired as to the process of returning the truck after hours and were instructed to pull the truck under the Green covered canopy at the facility and place the key in the drop box. I specifically asked (twice), if there was anything else I needed to do. She replied "no". In replying such...I was unaware and unprepared to check in the truck on the U-Haul app and download multiple photos of the truck's exterior and interior as well as the mileage and odometer. This became problematic as I already locked the vehicle and dropped the keys in the box. We took what photos we could and finished the return request on the app. Luckily I secured gas and mileage before I locked the vehicle for my own records. We have used U-Haul many times before and are pleased with your company. However, This time we experienced many little problems that added up to a big inconvenience. Moving is stressful enough. The West Seneca facility appears new and clean. But the customer service lacked this date due to the unavailability for an after hours problem like I experienced causing me to forgo the free monthly storage rental and pack my garage with household items that I do not have room at this time for. After me prompting Jenn for ALL after hours return information, it would have been nice if she alerted me to the need to complete the on line app. Lastly, a simple acknowledgement of our inconvenience in being denied storage access and an apology for customer sakes would have went a long way and originally sufficed. However, I would be appreciative that this matter be brought to a supervisors attention in hopes of a transaction discount/partial refund for the added time and inconvenience incurred. Thank you for your time. Steve and Cassie Graap (716) 864-7161

Rating:

5.0

She was fantastic

Rating:

5.0

Staff was over the top helpful, a beautiful experience!

Rating:

5.0

Jenn was great on getting me into it I think his name was Dave helping me finish my stay

Rating:

5.0

Rented a trailer, everything went great. Jenn at west Seneca location helped me out told me everything I needed to know, helped me attach the trailer and everything went great for when I returned the trailer!

Rating:

5.0

The staff is very knowledgeable and accommodating

Rating:

3.0

Everything was well explained and perfect, except for when I returned the truck and was accused of smoking in the truck. There was some white colored dust/pebbles/lint in the cup holder (and VERY little of it, mind you). The worker said it was cigarette ash. I don't know if he's never seen cigarette ash in his life but it was NOT cigarette ash. When I climbed back into the truck to check it out myself I said to him "I'm not sure what that is, but that's not cigarette ash". His response: "well I'm not sure what other kind of ash there is". I then told him that I haven't smoked in over 30 years and I'm not a smoker. He continued with "I just want you to be aware that there's a strict no-smoking policy in our trucks"...which is still a very accusatory comment. The truck didn't smell like smoke, nor was there cigarette ash in the truck, because I DO'NT SMOKE...it's disgusting. I understand that he needs to protect the integrity of his trucks and good for him....but when the truck doesn't smell like smoke and if he knew what cigarette ask looks like AND when the customer tells you he doesn't smoke....he probably should've accepted my answer and carried on with the return process.

Rating:

5.0

No everything was great

Rating:

3.0

I made the reservation at the Orchard Park location. When I arrived at Orchard Park, I was told that my reservation had been moved, without my knowledge,.to the West Seneca location. No big deal, but it would have been nice to know beforehand. The girl at the Orchard Park location was very aloof,.nonapologetic and almost snarky. Very unprofessional. She I sisted that they had called me to notify me of the location change. She did not. By comparison, the people at the West.Seneca location were fantastic!! Although it is a little further away, I will be doing business at the West Seneca location from now on. The person at Orchard Park would benefit from some remedial customer service training.

Rating:

5.0

Smoothe and wonderful experience. This was my first time ever renting a truck and from start to finish I am very happy.

Rating:

5.0

Nothing! The associate was excellent and the truck was ready! Maybe drop prices?!? :D

Rating:

5.0

Everything went smoothly at pick-up location.

Rating:

4.0

Great facility my only issue is poor lighting in the actual units very difficult to find items unless you bring your own large flashlight

Rating:

5.0

I normally do not have issues with any vehicle I rent but this truck was not safe to operate. The truck had a difficult time shifting into both park and reverse. You needed to rattle the gear selector to get in gear. The gear selector and key needed to be rattled simultaneously to remove the key because the truck wasn't quite in park. Rear door failed to close after opening causing shoulder injury.

Rating:

2.0

Associate was difficult to work with and would not answer my questions. Provided a bigger than ordered truck which I was not happy about. Pardon my language but the west Seneca uhaul employee that checked me out was a jerk. I was also never updated about what I would need to present to rent the truck and my pick up location was moved 7 miles farther than my house and a bigger vehicle was supplied. It was very clean but was not in good mechanical shape.

Rating:

3.0

The west Seneca location was the third location I had to go to after making my initial reservation. The first location cancelled Less Than 24 hours from my reservation. The second location had two awful owners- they should not own a uhaul franchise. The third location was fine except that my truck has less than 1/4 tank. All of this reflects very poorly on your business model of franchising out your name to chaotic agents.

Rating:

4.0

I originally had a reservation set for a different pick-up site. I woke up on the morning of the move and found that my reservation had been changed and I got no notifications about that. I was supposed to get a call, the day before, to confirm the details of my reservation but that also never happened. Not exactly the biggest deal, but would’ve been very inconvenient if I went to the original pick up location and found the truck I needed was not there. Also, the Transit road location needs a new payment terminal. Even the worker there said it was a bit wonky! But overall, I was satisfied with the condition of the truck and the actual cleanliness of the inside!

Rating:

5.0

Jenn when out of her way to help, there was a gentleman there also very helpful, Jenn help get the right storage unit for me, even helped move my stuff in, very thankful since I am 63 and help without asking for it, is so nice, and yes i will never ask for help, even when i know i should thank you, Jenn and staff,

Rating:

5.0

Jenn when out of her way to help, there was a gentleman there also very helpful, Jenn help get the right storage unit for me, even helped move my stuff in, very thankful since I am 63 and help without asking for it, is so nice, and yes i will never ask for help, even when i know i should thank you, Jenn and staff,

Rating:

5.0

Staff was attentive, informative and professional.

Rating:

5.0

Nothing. I think you’re doing an excellent job.

Rating:

5.0

Everything was great. Excellent customer service. Clean and organized store. The trailer was clean and in very good condition. The side walk needed some more attention. It was Icy and snow covered in areas.

Rating:

4.0

Great customer service

Rating:

5.0

Great customer service at the largest UHaul in the West Seneca area.

Rating:

5.0

Never got an email that truck was returned in same shape as it was picked up.

Rating:

5.0

The counter girl Jenn was extremely polite and helpful. By asking a couple questions, she reduced my payment as I made an error when reserving on line.

Rating:

5.0

Very friendly people

Rating:

5.0

Thank you for excellent equipment and a great situation.

Rating:

1.0

By far the worst experience ever and we are frequent uhaul customers for our business. The manager was rude when we expressed that the equipment was faulty - windshield wiper was broken and we were in a timed situation so we pulled into a service center to get it quickly working… honestly we were treated so poorly and made to feel incompetent when in fact your vehicle was faulty. I will likely choose to use another rental company from now on.

Rating:

5.0

The young lady that took care of me was excellent. No need for improvement. Good job😊

Rating:

4.0

Most staff at the transit rd, west seneca location were friendly and helpful. One man was rude and put-out when asking him for help. But, he shows up for work and that's hard to find these day.

Rating:

4.0

I was not given my storage card or access code by the gm who took care of my reservation, but the very next trip I was given all the appropriate necessities

Rating:

5.0

Jenn was great.

Rating:

5.0

Staff are exceptional and one of the reasons why I continue to go to this store.

Rating:

4.0

All went well.

Rating:

5.0

Had zero issues what so ever. I've rented from Uhaul several times, this was my first time at this location and I can say, I was impressed. The gentleman working was very nice and professional, the store itself was clean and didn't smell bad like a lot of them do. Then, the best part was when I went to enter the truck. Usually in my past experiences, the trucks are nasty as ever. There's stains, they smell bad, the surfaces are sticky, etc. But at this location, the truck was immaculate. It smelled fresh and was very clean. I was very happy with my experience renting from this location.

Rating:

5.0

Evan hooked it up and Dave disconnected the 6’x12’ trailer. The trailer went down the road straight and was quiet once I loaded it up. The surge brakes are terrific and really help keeping the tow vehicle brakes from being overtaxed. My tow vehicle was a Highlander which weighs about 4300 pounds. Trailer and load was about 3000 pounds. No issues at all. Trip was 600 miles.

Rating:

5.0

Associates are always friendly and helpful. Moving is my least favorite thing to do but U-Haul always makes it easier!

Rating:

5.0

The young man that took care of me was excellent.

Rating:

5.0

Jenn was very helpful and personable!

Rating:

5.0

Excellent service.

Rating:

1.0

Don't ever haul a load share load and expect to get paid they put the money in my bank account then took it back out and said you have to additional time to get paid in my opinion THIS IS THEFT OF SERVICE AND SHOULD BE LISTED AS CRIMINAL

Rating:

5.0

Jennifer was amazing

Rating:

1.0

Beginning with the initial reservation: the employee (unidentifiable at the time) took my mother's credit card number to reserve a unit, told her they didn't have a truck the size she requested so he reserved the truck at one location and allegedly the unit at the transit road location. This would also turn out to be a lie. He never reserved the storage unit. So when I appeared to place items into the unit and check in, it turned into a 2 hour ordeal where David (previously unidentified) lied continuously trying to place blame on the other stores. Eventually I just said to use my credit card for the unit so I could finish my already stressful move. David informed me I was ineligible for first month free since I did not get the truck from the same location. When I questioned his mix up with the reservation he became extremely short and irritated with me. Again, an already stressful move, I just gave up and shut up. About a week ago: I went to access the unit, followed the instructions given by David to Swipe into the building. About 10 minutes after we began unloading the unit, David came walling abruptly down the hallway asking what we were doing. I replied with unloading the unit, he aggressively asked if we had swiped in for access. I told him yes we did and we followed his explicit instructions on where to Swipe first and second. He then told us it appeared we were in the wrong unit. This would have only been possible if he didn't set up the reservation and unit accurately. Yesterday: I went to the unit to finish emptying our belongings and then proceeded to the office to close out the reservation. Again walked into David in a side office who seemed bothered to have to come out and greet me. I told him I needed to vacate unit 2019 and placed my access card on the counter. He asked 3 times for clarification getting more and more irritated with every ask. He finally understood what I was there to do. He asked sharply if I had taken a picture of the unit. I was never informed I needed to so I said no, he then told me he'd be unable to leave since he was alone (same as every other time I had been there and he had left the office) he could possible go look at the unit later that evening. I will admit i stormed off uttering not so pleasant words to take a photo. Upon my return with the photos, David argued that he was only trying to make things convenient and was sorry I felt so upset. I took my receipt and told him he had made nothing convenient from the day I initially came in. I tried to voice my concerns to Jen the GM at this site, she has still not returned my message.

Rating:

5.0

Very helpful professional and helpful

Rating:

5.0

Great location. I would recommend this location in WNY. Thank you.

Rating:

2.0

Tried to re reserve van and was told by Michael at location that his boss started the person Iwas with had to show her license to and then told I couldn't because she didn't want to he was rude and very disrespectful after she produced her license he said do you know how much work you could of saved me, when the location didn't close till 7pm and I thought the whole purpose of him being there was to work,,he then said have a nice day as he told me I could not rent the vehicle again...It seems as if I was there to give him service and not the other way around...I thought the whole reason for rental vehicles was to rent them went to budget instead.

Rating:

5.0

My original reservation was at 3120 Orchard Park Rd West Seneca, NY and I had a major problem there.

Rating:

5.0

Reservation was easy and accurate. Was really surprised at how cost effective the 26' truck ended up costing. Staff was quick and friendly.

Rating:

5.0

Efficient service with quality trucks!

Rating:

5.0

Great and safe location!

Rating:

5.0

Great customer service.

Rating:

5.0

Maybe a little air freshener, the truck clearly had been smoked in (not your fault.) And where I was told the gas gauge was was inaccurate. I love the convenience of being able to just walk in and rent a truck. I also appreciate the friendly staff.

Rating:

5.0

Again I would recommend using this to any of my friends or family. The only thing was is that I needed to extend the rental or two days and it could only allow me to do it for a day because it was already rented out for this Friday morning it isn’t understandable, but a company of size Should have been able to accommodate both parties because now at some point I will have to run a vehicle again when I can find the similar equipment available to finish the job.

Rating:

5.0

I originally had a reservation at another location and was switched to genessee street with out my being informed. I went to Genessee st and they also didn’t have a trailer and that he couldn’t or wouldn’t help me find out where another trailer might be. He was quite rude. I had to call the national number that transferred me to the transit road store. Again they didn’t have a trailer for my reserved one way rental. I was stuck so I had to rent for local return . I had to pull an empty trailer 6 hours to its original location. Overall it was a pretty disappointing experience . Luckily the generate transit road was very helpful and friendly. I will definitely use this location again. Genesee street is out I guess they don’t care for country folk in the inner city.🌃

Rating:

2.0

I have dealt with the same customer service employee on three different occasions, he has been rude, unprofessional, and should not be working in customer service. I moved from one storage unit to the next because I had a free month. First he came out and and said that I am not allowed to do this for my free month; however, the icing on the cake was that after all thr heavy lifting, he came out and said that I didn't even need to move units for the free month.

Rating:

1.0

My unit was infested with mice! Had to throw out sofa all kitchen appliances shoes they ate all my kids and grandkids pictures and the manager was extremely rude when i complained about the issues

Rating:

5.0

I've been to many UHaul locations. This one is, by far, the best. Clean, friendly, professional staff, and a large parking lot that makes loading and unloading very easy. Highly recommended!

Rating:

5.0

Thanks for the great service in renting a pick up truck for the day. Clean, and efficient

Rating:

2.0

We picked up a 6'x12' utility trailer. Trailer was backed against the guard rail and tall weeds. Drove 60 miles stopped for lunch when I came out I realized the ramp and entrance to the 6' trailer was less than 5 feet and the 5' side by side would not fit onto the trailer. My bad I guess. Upon returning the empty trailer 4 hours later we were met by an employee that got us started. He began to unhook the trailer. He came to the window and asked if we unhooked the trailer. Before we could answer he accused us with attitude of unhooking the trailer and putting the chains on wrong. We replied that was his fault he hooked up the trailer and we just took it for a four hour ride and couldn't use it because the gate was smaller than the trailer. When I asked if there was a different trailer he abruptly said no and offered no help. Told us to pull ahead but there was a bang he hadn't fully un hooked the trailer. It slide forward and scratched and dented the bumper on my brother's truck. The bumper is on a work truck that has other dents and scratches so we just let it go. Seemed like the guy was already miserable.

Rating:

3.0

I believe the representatives name was Dave. I had dealt with him before when I rented a truck. He was curtesy, but curt. Not super friendly, was very matter of fact! Went through all the motions efficiently but not much interaction. He was not the type of person you would ask many questions I you had them!!!

Rating:

5.0

Very efficient and seamless process. Very impressed by the professional way this rental was handled.

Rating:

5.0

Very polite and professional with every communication. Equipment was in excellent condition and moving pads were readily available upon arrival. Paperwork was explained and highlighted with the important information.

Rating:

5.0

Fantastic storage, easy on-line reservation PLUS helpful, friendly on-site staff!

Rating:

5.0

friendly, prompt service, very efficient pick up and drop off time, clean store and vehicle. positive rental experience.

Rating:

5.0

The new facility is wonderful. Plenty of room for truck movement. The staff was very friendly and helpful.

Rating:

3.0

Still have not received my receipt. Was charged more than I should have been. Was charged for gas that I put in the U-Haul I returned it with more gas than I received it with

Rating:

5.0

Bald headed guy that helped un-hook the trailer upon return was a jerk.

Rating:

3.0

a) a full tank of gas (there was less than 20%), have the extra equipment I ordered (only had one dolly), c) be ready when I arrived (had to load the blankets and dollys) and d) have equipment at the location I selected to pick it up. I was flying in to Buffalo and purposely chose the closet location to the airport. I also *tried* to do you a favor and tow a trailer back to Texas, but it was not at the same location as the truck and when I arrived at the location at 7:02 p.m., the manager/employee would not help me and locked the door in my face. That is terrible customer service.

Rating:

5.0

Fantastic experience! From the moment I stepped in I was greeted professionally, helped by a knowledgeable friendly staff member! I was only needing a van to move a bed and some items to college for my daughter, but the experience was so great I will tell everyone!!! Thanks so much!!

Rating:

4.0

The truck was in pretty humble shape. Excessive wind noise from a bent door frame made for an uncomfortable ride.

Rating:

5.0

Todd Snitzer and the store manager were amazing. Will always bring my business to them.

Rating:

5.0

The the staff was excellent! Friendly and helpful. Our storage unit was perfect. Our experience couldn't have gone better!

Rating:

5.0

The person that was working was amazing and took great care of us. Would recommend it to anyone

Rating:

2.0

Jenn Dierolf is absolutely wonderful and a pleasure to deal with. I believe there's a gentleman there by the name of Dave L. He is the sole reason I would never rent another storage unit there OR recommend anyone to rent from that facility. He's unfriendly, unpleasant and difficult to work with. If I could have moved everything I had there to another facility I would have done it months ago.

Rating:

5.0

Only thing is to have disposal area. Allow an up charge on contract, for disposal.

Rating:

5.0

Jen was super helpful.

Rating:

4.0

Your website is a bit difficult to use. I wanted to put my husband and/or daughter as additional users. It would not take the information because they live with me. And to put in my credit card info, just the card #, I could not use the keypad numbers I had to use the keyboard numbers. It took a bit to figure that out.

Rating:

5.0

The staff was professional and quite helpful made my move very smooth!

Rating:

5.0

Jenn is AMAZING! She should be recognized! Above and beyond! Super friendly! Thanks UHAUL!

Rating:

5.0

Great to be able to rent truck and put items in storage at same place where truck was returned.

Rating:

5.0

I was helped with my storage at this location. My original location told me they didn't accept the one month free. They sent me to the transit location. When I arrived at the transit location the man there was very helpful and arranged my trailer drop off and storage to be changed to the Transit location.

Rating:

5.0

Being that we were in a traumatic experience the staff were extremely nice and helpful. Put us at ease and made sure we had a pleasant experience. Definitely would use them again

Rating:

5.0

The manager and her associate were went beyond the call of duty to fix the issues that were Erised arose. They are awesome very awesome.

Rating:

5.0

HUGE place,GREAT staff

Rating:

5.0

Great facility, much better access with huge parking lot, staff is great to work with.

Rating:

5.0

Very professional staff, very clean facility . would definitely recommend and use them again

Rating:

3.0

Im not biased the workers here are really annoying and will call and do whatever is necessary to tell you about a bill you already know you need to pay. They tell you about a deadline to pay, that they dont even follow and threaten to send it to collections.

Rating:

4.0

I wish the unit had a light??

Rating:

5.0

I was at Life Storage units for almost 3 yrs less than 1 mile from Uhaul place and their prices kept flexuating. And finally I had enough when charged $188 for the month and with no heads up about it. Glad I walked in for info and made the change!!!!

Rating:

1.0

Dealing with customer service and staff at the store have been nothing but extremely frustrating! I set up auto pay when obtaining the unit but the 1st payment did not go thru because the bank reissued a new cc. No one called to advise me from u haul. This spawned a litany of mailed statements to my friend and myself and fee after fee assessed! I phoned the location but again was unable to speak to a rep there but ended up speaking with a customer service rep. She was not at all helpful. I requested to speak with the store mg and was assured that a message was sent to her. I rece a call from Dave at the store,who couldn't assist. I again requested to speak with the mgr. Few days went by and I called U-Haul again and left another message for the mgr. I ended up going into the location because I never received a callback. I spoke with Dave and he became very agitated and said I'd have to speak with the manager because he couldn't assist me! I finally got the call!!!! The managers demeanor was certainly not what you'd expect from a management professional! She seemed inconvenienced by having to call me. She was not apologetic for all of the misinformation that I was given at the onset of renting the unit or for the continued problems with the account. She was adamant that she will never again waive any fees if they're assessed on the account. She did finally agree to waive all of the late fees . This has been one of the worst customers service experiences I've ever had dealing with U-Haul. Both the customer service reps and the employees at the store. Unfortunately, I am not able to end my agreement with U-Haul for the unit at this time. But as soon as I can, I assure you I will move my items to a unit at a competitor.

Rating:

5.0

Jean the msnager was rxcellrnt@

Rating:

5.0

Carts at the Entrance are very helpful to get to unit 👍

Rating:

5.0

Jenn and Paul were very knowledgeable and very friendly. It was a very good experience, thank you!!!

Rating:

5.0

Please email all recipients to jerrykerr14213@gmail.com