Customer Reviews for U-Haul Moving & Storage of Willowbrook

4,552 reviews

9411 FM 1960 W   Houston, TX 77070

(281) 890-2141

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
Special Operating Hours
  • 12/24/2021: 7:00 am - 4:00 pm
  • 12/25/2021: Closed

Services at this Location:

Contact Us

(281) 890-2141

9411 FM 1960 W
Houston, TX 77070

Services at this Location:

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
Special Operating Hours
  • 12/24/2021: 7:00 am - 4:00 pm
  • 12/25/2021: Closed
  • Free towing inspection
  • Propane pay at pump
  • 24 hour customer return
  • Boat storage
  • RV storage
  • Vehicle storage

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.

Overall Rating:

Reviews without text are currently hidden. Show them shown. Hide them

Rating:
5.0

Customer did not leave a comment.

JABRITA B. 
Rating:
5.0

Customer did not leave a comment.

RAYMOND M. 
Rating:
5.0

The customer service was amazing.

PHILIP B. 
Rating:
5.0

Uhaul went out of their way to help. Casey was awesome

DONNA P. 
Rating:
5.0

Newer truck, truck i rented had 129,000 miles and had to notify personnel the engine light was on before leaving. For this amount that i had to pay plus gas should be within a 50 mileage on the truck. I'm waiting for a discount. Thank you.

ERWIN E. 
Rating:
4.0

Would like to have less of a delay between the time the paperwork is completed and someone comes out to hookup the trailer. Seems like a staffing issue.

John S. 
Rating:
4.0

Drop of was easy. Drove onto the lot, Secured the truck, noted fuel fill, date and time on the paperwork of return and dropped the keys in the key return. Great job U haul keeping the process easy and affordable.

Bradley T. 
Rating:
5.0

Customer did not leave a comment.

ERNEST F. 
Rating:
5.0

Guys were very nice and easy to deal with! Thanks so much

BRIAN H. 
Rating:
5.0

The upkeep of the vehicles needs improvement. I had to exchange vehicles because one had the check engine light on. Won't go into the one I used. The employees are helpful & patient. Explained things to me. Helped me in my journey. Definitely will use this location Again!!

DOHNJA L. 
Rating:
5.0

Customer did not leave a comment.

STEPHEN M. 
Rating:
5.0

Customer did not leave a comment.

ELINDA W. 
Rating:
1.0

The lady doing my reservation didn't have a clue of what to do so she had to go back and forth asking for instructions to someone else on top of that she will take her phone with her anywhere she went because she was watching something on it. Totally unacceptable!

PEDRO V. 
Rating:
5.0

No improvement needed.

William M. 
Rating:
4.0

Customer did not leave a comment.

CHARLES H. 
Rating:
3.0

Customer did not leave a comment.

CALEB P. 
Rating:
1.0

Customer did not leave a comment.

Kevin R.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

CHARLES M. 
Rating:
4.0

Customer did not leave a comment.

LASHICA B. 
Rating:
5.0

Customer did not leave a comment.

Arneishia R.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

BRITTANY P. 
Rating:
5.0

Nothing. No wait time, trailer was safely hooked up and I was on my way in 15 minutes.

Cole C. 
Rating:
3.0

Customer did not leave a comment.

VICTOR R. 
Rating:
5.0

Customer did not leave a comment.

Gwendolyn B. 
Rating:
5.0

Customer did not leave a comment.

JOSEPH K.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Mark C. 
Rating:
2.0

Made reservations on line but when went to facility the unit had furniture and equipment. Had to get a different type of unit with gravel ground. Concern about break ins.

Elizabeth G.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

RAYMOND M. 
Rating:
5.0

Customer did not leave a comment.

DAVIS L.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

GENE J. 
Rating:
5.0

Customer did not leave a comment.

LINDA F.  |  First Impressions 
Rating:
1.0

Two different U-Haul location managers give conflicting information on my rental return. One tells me to leave it at his location as ALL U-Haul rentals can be dropped off at any local location; I do so and am charged $258. The other told her District Manager that I am a liar and knew that I could only return to her location. I did not ask to leave at the second location - I was advised by the manager to do so and he called and checked prior to my doing so and verified. I will NEVER use U-Haul again and will make sure I give a Google review with full details including the fact that the first manager screwed up my original rental that caused me to wind up at her location.

BRIAN P. 
Rating:
4.0

Reservation, pick-up and drop off was very easy. Inside of vehicle had leaves and debris, nothing that we couldn't sweep out easily. Will continue to use this location as staff was courteous and helpful.

Pamela B. 
Rating:
5.0

Customer did not leave a comment.

CURTIS W. 
Rating:
5.0

Customer did not leave a comment.

PHILLIP D. 
Rating:
5.0

Customer did not leave a comment.

KEVIN F. 
Rating:
5.0

Customer did not leave a comment.

AMY S. 
Rating:
3.0

Customer did not leave a comment.

MICHAEL L. 
Rating:
5.0

Customer did not leave a comment.

WILLIAM D. 
Rating:
3.0

Customer did not leave a comment.

TARMEAKA D. 
Rating:
3.0

Customer did not leave a comment.

JUAN M. 
Rating:
4.0

Customer did not leave a comment.

CRYSTAL M. 
Rating:
5.0

Customer did not leave a comment.

SHERRYL C. 
Rating:
4.0

Customer did not leave a comment.

Nathan S. 
Rating:
4.0

Customer did not leave a comment.

JOSE M. 
Rating:
4.0

Customer did not leave a comment.

Jonathan S. 
Rating:
1.0

Customer did not leave a comment.

PETER C. 
Rating:
5.0

Customer did not leave a comment.

SHELLYSAMANTHA G. 
Rating:
5.0

Customer did not leave a comment.

RALPH F. 
Rating:
1.0

The customer service was very poor and unprofessional. One Mr John you have at the desk was a let down. I have been in the hospital business for 15 years and will never hire someone like that.

CHIKE E. 
Rating:
4.0

Customer did not leave a comment.

ROMUALDO T. 
Rating:
1.0

Very rude, disrespectful nobody was in store for 20 minutes,

VENTURA S. 
Rating:
3.0

Customer did not leave a comment.

MATTHEW M. 
Rating:
1.0

I reserved a truck from one store and when I went to the store the equipment was not available. i had to check available in another store to get a truck for something that was reservced and tine sensative. Upon return the truck, I was charged an extra fee for gas when I returned the gas with more gas than what I left with. i took pictures and videos before I left and when I returned and the gas was more than when I left, yet I still was charged extra fuel.I also quoted extra milage to be on the safe side. I only used 26 of the miles. I have yet received a refund for the difference. I've been on the phone since 11am (3 1/2 hours) and everyone I speak to claim that they cannot do anything about it. I am still on hold with customer service. But I've spoken with around 9 representative which none have been able to help me. They confirm that I am being billed correctly, but when I state I have pictures and video, and the difference of the milage and gas, no-one seems to all of a sudden be able to help me.

JESUS Q. 
Rating:
1.0

25 minutes late opening with no apology. Issued me a truck with check engine light on. Second truck had hardly any gas. Didn't adjust mileage for second truck so I was charged extra because it looked like I drove it an extra 126 miles. All issues at origin cost me an hour of hired labor for movers since they made me so late. Worst location ever.

COREY C. 
Rating:
4.0

Customer did not leave a comment.

LEYNIER R. 
Rating:
2.0

Staff was slow to respond and did not check trailer lights after hook up.

TAYLOR B. 
Rating:
5.0

Customer did not leave a comment.

RASTEEN W. 
Rating:
5.0

Customer did not leave a comment.

BRUCE O. 
Rating:
5.0

I will alway use Uhaul. You are just the best. The one thing that would be helpful is if you hand a list of loader who have the skill to load trucks and a list of drivers. I had to use the internet to find a loader.

ROBERT W. 
Rating:
5.0

Customer did not leave a comment.

RUBEN S. 
Rating:
1.0

Train your service rep to pay more attention to there customers than there cell phone. After return vehicle the sign says wait for service rep I waited 3 minsm you have 4 reps sitting behind desk playing with phone. No one came out to check my return vehicle with said they will email me a receipt. After an hour I called back long for receipt. Someone answered put me on hold for 13mins long enough for me to get in my car drive back there , by the time I pulled up Someone picked up phone. Said he would email me the receipt. Not sure if he was being funny. But he emailed the same receipt 6 times.. also I had questions. So when I went inside there were 3 service rep sitting there playing with there phone. So they was not busy I feel there was no reason for me to stay on hold that long period of time..

RODERICK H. 
Rating:
5.0

Pick up and drop off were quick & easy. All the staff was friendly and helpful

CRAIG P. 
Rating:
5.0

Customer did not leave a comment.

BYRON B. 
Rating:
5.0

They are bad at communicating but it very nice and convenient

RHODESIA H. 
Rating:
5.0

Customer did not leave a comment.

WAYNE T. 
Rating:
5.0

Customer did not leave a comment.

Wayne T. 
Rating:
4.0

Customer did not leave a comment.

MARY THERESA D. 
Rating:
5.0

Thank you at the time in need.

Sherrill D.  |  First Impressions 
Rating:
5.0

Very friendly peoplr

ANGEL M. 
Rating:
1.0

Customer did not leave a comment.

MANUEL R. 
Rating:
4.0

Customer did not leave a comment.

Marcus S.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Chris B. 
Rating:
2.0

Truck needs an alignment, guy at the register was rude - I understand dealing with customers is a lot but I wasn't *that* customer, the box to drop off keys was nowhere to be found and we had anxiety about dropping it inside the slot in the garage, the same rude guy blocked my way while trying to drive out, etc 🤷🏽‍♀️

Kimberly W. 
Rating:
5.0

Customer did not leave a comment.

DAVID H. 
Rating:
4.0

Customer did not leave a comment.

KAMALAKKANNAN S. 
Rating:
4.0

Check-in and out were quick and efficient.

TERRI B. 
Rating:
3.0

Customer did not leave a comment.

Benjamin M. 
Rating:
5.0

The gate/ramp on the trailer didn't go all the way to the ground because the chains holding it were too short and the threaded carabiners were welded so the length of the chains couldn't be extended far enough to let the gate lay all the way down. This made loading a refrigerator very difficult.

TRAVIS H. 
Rating:
2.0

the code i rececived didnt work properly to enter the facility or gate i had to keep walking from the storage area to the front office to get a code and also my storage suppose tobe climate control it was hot in there

Ciare Z.  |  Online Move In 
Rating:
1.0

they charged me 27.28 one said for a dirty truck the paperwork ays extra miles so sombody lying im not satisfied with the service at all

Ciare Z. 
Rating:
3.0

Customer did not leave a comment.

Jannette R. 
Rating:
3.0

Customer did not leave a comment.

Michael S. 
Rating:
5.0

Good staff but usually understaffed. Robby took very good care of me.

KENNETH C. 
Rating:
4.0

Customer did not leave a comment.

monaei b.  |  Overall Experience 
Rating:
3.0

Keep your promise with guarantee delivery and update your website to reflect accurate delivery notifications. My items were close to 20 days late however the website said it had arrived. Call center staff were rude and uncaring. I will NEVER use your service again and I will let my network know to not use your service.

GARRY B. 
Rating:
2.0

Faster service. I feel sorry for the help.

RICHARD G. 
Rating:
5.0

As soon as they knew we were there they jumped up to take care of our return. We had a good discussion about the equipment and the return; All went smoothly and easy for the customer.

Charles B. 
Rating:
4.0

Customer did not leave a comment.

BRANDON F. 
Rating:
3.0

Na

JOHN ALEXANDER M. 
Rating:
5.0

Customer did not leave a comment.

mark G. 
Rating:
3.0

Customer did not leave a comment.

Evan S. 
Rating:
5.0

I cud not have asked for a better experience in moving across country than the Uhaul boxes… they were absolutely perfect. They came and dropped off and picked up right on time

Donnellis L. 
Rating:
5.0

Customer did not leave a comment.

Robert M. 
Rating:
5.0

Very smooth and courteous

Alisha B. 
Rating:
5.0

The location o lot had one employee and the process is pretty lengthy

Deanna H. 
Rating:
3.0

Customer did not leave a comment.

CHRISTEN M. 
Rating:
5.0

Customer did not leave a comment.

MELISSA S. 
Rating:
5.0

Customer did not leave a comment.

Sumnima K.  |  Overall Experience 
Rating:
1.0

Have a better customer service and Have a truck wind sheild clean . Should have more people work at the counter .

MOHAMMAD A. 
Rating:
2.0

My reservation was for the wrong day and when I asked if any trucks where available I was told no but when I called uhaul they sent me back to this location with my truck size an hour later. When I picked up the truck the attendant spent the entire time texting and laughing at her phone. The truck was never inspected before we left and wouldn't do more than 20 mph. It also rattled like it would break down the entire time we drove it. This was definitely not the experience I expected at all and made an already stressful day way more stressful

DARALYN S. 
Rating:
4.0

Customer did not leave a comment.

RASHAWN R. 
Rating:
2.0

Nothing, everything was excellent

BRIAN B. 
Rating:
5.0

Very professional and helpful staff!

Robert K. 
Rating:
1.0

I booked my U-Haul through u-hauls website and was given a specific location to pick up my truck. When I made it to the location, 20 minutes ahead of my pick up time, I was told that they no longer rented U-Hauls. I asked them why was their location still listed as a pick up station and why did they still have a U-Haul rental sign out front. The response I received is they turned their U-Haul services off two weeks ago. I asked her when would I be able to do and she responded with cancel it. I replied letting her know that movers were already at my house waiting on the truck. She told me to go to the one on 1960 and see if they have any. I then went to my car and called the customer support line for uhaul. I stayed on the line for over 10 minutes with no answer. During this time I was searching for the uhaul “on 1960” that the woman told me to go to. There happen to be three different locations in the area. When I got to those, they were closed. I finally found one that was opened and when I got there, they didn't have a truck available that I booked. I in turn, had to purchase a much bigger truck. I was now twenty minutes late into my move with my movers that hired through uhaul as well. They stated to me that they were going to finish the move because they started late and they would still charge me for the time that I wasn't at my apartment for the move. I called their manager because I feared they would not finish the move intentionally and I would be stuck with all of my items on the truck. They stopped working for about 10-15 minutes. They then started back up and charged me extra to try to finish the move. Again, I would have been home on time had the truck from uhaul been ready. This caused me to spend more money on the truck as well as my movers. When it was time for me to return the truck , the uhaul agent that gave me the truck did not put the correct return address in the system and as a result, it would not allow me to return the truck through the mobile app. I called the uhaul location where I got the truck and an agent told me it was a one way trip and she could fix it. Whatever she did, would not allow me to even see my reservation anymore or take pictures for my return, or complete the return. She told me to call customer service and I told her that customer service wouldn't answer because I'd called them the day before and no one picked up. She told me if I did not take pics and enter all information, uhaul would charge me an extra 20 dollars. I called customer service and was on hold for 10+ minutes. I had to return my key to my previous apartment so I couldn't not wait any longer. I hung up and left a note at the return location about my difficulties with the return. I also did not make it to my previous apartment in time, and as a result I was charge for an extra day of stay in that residence since I did mot return the key in time. And I'm not sure why the meter is reading 85 miles. I didn't drive 85 miles at all, so that's an extra 35 dollars that I spent as well. This by far has been the worst experience I have ever had in my life and has traumatized me into never wanting to move again. I also will never be using uhaul again because every mishap I went through with this booking, was completely out of my control and caused me so much wasted money.

AUTUMN G. 
Rating:
5.0

Customer did not leave a comment.

Erica G. 
Rating:
4.0

Customer did not leave a comment.

SAMUEL S. 
Rating:
5.0

Customer did not leave a comment.

DAVID H. 
Rating:
3.0

There's no identifiable drop box. I walked around the store twice. Saw a cut out in one of the garage doors that doesn't state it's the drop box. I dropped the key in it. Hopefully it was the drop box.

SHANE A. 
Rating:
3.0

I got charged 54$ and some change then I got a second charge for 7$ and some change but I didn't get a receipt so I can't see what the extra charge was for

jeremy K. 
Rating:
4.0

Customer did not leave a comment.

IAN F. 
Rating:
5.0

The young gentlemen Deandre was knowledgeable. They are all very responsible and was helpful thru the whole process of obtaining my unit.

Genie S.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

David R.  |  First Impressions 
Rating:
5.0

My customer service rep Laticia was awesome!!!

daveta l.  |  First Impressions 
Rating:
3.0

Short staffed. Long wait but got it done.

Umeko I.  |  First Impressions 
Rating:
5.0

Thanks from mrs. Ward

paticia w.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Arneishia R.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

Aleksander V.  |  First Impressions 
Rating:
5.0

Guys in the office were very helpful and efficient. The place was fully staffed and busy and

KENNETH H.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

amy s.  |  Online Move In 
Rating:
5.0

Customer did not leave a comment.

Rose W.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

victor r.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

tennille p.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

monaei b.  |  First Impressions 
Rating:
4.0

Clean facility - plenty of space to move around.

Allan H.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

Mirian C.  |  Online Move In 
Rating:
4.0

Customer did not leave a comment.

BONNIE F.  |  First Impressions 
Rating:
4.0

I have two units and needed a third for short term. I was pleased to see some improvements to the property. The young man who assisted me was very courteous and helpful. The newly rented unit was clean.

BEVERLY B.  |  First Impressions 
Rating:
5.0

The young man that helped me with my storage unit was a blessing.

Shunquita S.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

audrey j.  |  First Impressions 
Rating:
4.0

Customer Service was on point.

cheryl p.  |  First Impressions 
Rating:
5.0

Excellent service staff was extremely helpful and nice.

monica c.  |  First Impressions 
No reviews have been submitted for this location.

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