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peter D.Customer Reviews for U-Haul of West Town
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.
Nothing
Ann L.There shouldn't be an extra charge for after hours returns. I was able to get the truck returned before the location closed but I wasn't told about the fee beforehand. Please make sure customers are made aware of this policy.
willam C.Everyone there was friendly and the whole process was efficient
Darrell S.The truck I reserved was ready just as promised the process was fast and I was able to get on the road and get moving. The return process was also seamless.
Jonathan V.When I returned the trailer at approximately 6 pm on Monday 3/11/24, I asked for a return receipt. The unkept white guy behind the counter, the one with the long hair, told me he would email it. He never did. 4 days later I was wrongfully charged an extra $44.90 for 2 additional days and accused for not having returned the trailer on time. I'm still waiting for a refund on this after visiting the location to resolve this matter. Additionally, after he unhooked the 4 x 8 trailer on Monday, he let it roll down driveway and have it crash into garbage can and wall of the U-Haul building while trying to unsuccessfully stop it by repeatedly slamming his foot on the trailing electrical cord which could have likely damaged it. This showed a lack of professionalism and respect for the company's equipment and property. I sense I was intentionally defrauded by this individual. If I hadn't taken photos of the trailer where he left it, it could have gone missing without a trace. This person is a liability to U-Haul and it's customers and deserves to be replaced.
Dimitri V.Staff was great and the trailer fit my needs.
ROBERT H.Keep the people you got in there cause they are great people
DAVE N.The gentleman that checked me in was helpful and personable. The van was not filthy but still had empty water bottles, empty chip bags and paper work from the prior user. The main problem was that something was wrong with the rubber fittings around the driver door which resulted in a loud sound from air coming through the gap. I was unable to listen to the radio or use my cell phone due to the annoying noise. I purchased ear plugs which made it workable. Otherwise, the van drove well and it got the job done.
Dallas R.The truck was dropped off after hours. The location had plenty of space for the truck.
Philip S.Kari checked me in and Hooke my equipment. Truly personal yet professional and just kind. In today's world was a breath of fresh air to get that level of service thank you
kevin B.Justin and Toma were very professional and made my experience positive.
Darleen J.-Van still had a box inside of it from previous renter. -Van had not been swept out -Van smelled like weed inside the cab -Customer service rep gave me the creeps -Absolutely did not like that the customer service representative "needed" to take a picture of me with his cell phone before letting me take the keys -Also did not like customer service representative commenting on the location of my home address and that he knows where it is -Please imagine for a bit that you're a woman trying to rent a van to move some furniture. You get to U-Haul and the guy behind the counter immediately gives you a bad feeling. He keeps making weird comments during checkout. He takes a photo of your driver's license. He implies he knows the location of your home. Then he suddenly whips out his phone camera to take a picture of you, and won'tlet you leave without the photo. How would you feel in this scenario?
Samantha E.Everything was perfect
Darlene S.The front cab was had some trash and from a past customer paperwork and was a little dirty. There were also no storage blankets in the hanging bag in the trailer area. But it moved me and stuff from point a to point b so call it a win
jordan H.It's an aged location, but the staff was friendly and very helpful. I will make it my goto for trailer rentals.
Robert W.U need much more help there on the weekends as they seem to stay slammed
Laura H.may be have adrop off at the your end of drive, in stead od bring back to location.
raymond S.Very nice people
Christian S.Had a great experience, and showed up without a reservation. Justin was great and helped me right away and hooked up my trailer. I was in and out in less than 30 minutes. Will definitely rent from here again.
Matthew H.Enjoyed the customer service and all one lady talked too
Tonya S.Na
Sherry M.I was charged for pads I didn't receive
Diane L.You might want to make your mobile check in app work a little better or maybe a little more simpler. I couldn't get it to work and had to check in manually, which was fine. The rep that checked me in was very, very helpful.
Robert M.Easy check in and out. Hassle free
Bebo S.They left the key in the door and left the back of the truck door open. I almost had a wreck, and then they overcharge me.
kimberly C.Employee doing return was super angry & attempting to force me to go get gas rather than letting me pay for the one gallon I used, he was miserable from the moment I walked in
Connor W.The software wouldn't allow me to return the truck. I had to deposit the keys for them to do it in the morning. Still waiting on a receipt.
JOHN E.Need more than 1 person checking in people on a Saturday morning. They were nine people in line with one poor man trying to accommodate the customers.
William M.At first the guy said he didn't have my reservations , he wouldn't look it up by reservation number . Than he said he found it and it was local and only had 10 miles , I told him that wasn't right that it was one way . After another few mins found out he was looking at someone else with same last name . Than he said that he didn't have any trucks one way , FINALLY after about 30 mins he got it straighten out .
Bruce M.hire more dedicated employees/more employees per shift , there were longer wait times because employees were all over the place. Submit random drug tests, some of the behavior from employees was questionable. Dedicate a specific employee for cleaning trucks only. Use suggestion cards for customers to fill out that they can use for things they believe is wrong with trucks, schedule routine maintenance. Have better communication among employees. Make the customer feel welcome put coffee soda/water or snacks out.
Nicolas G.Work on clearing the snow and ice from the parking lot (which an employee was doing while I was there).
Jake C.The staff at this location helped us through all the issues with the ice and snow we had. I am very grateful for their assistance. You have a really good staff there and this was not the first time I had used them. David Howard
David H.Van rides great
MARK N.Website would not work and had to check in which took 45 minutes as only 1 person was working the desk.
Jodie D.Walked in for my rental. Nobody in the office and waited ten minutes for someone to do the rental contract. I had a reservation so they knew I was coming. When returning no signs to direct what to do with a trailer rental. No instructions when I rented where to return. I followed traffic lanes to what you use for truck return which was full and was directed to turn my truck and trailer around and drive the wrong way out to park the trailer. Very little room to turn a full sized pickup and 12'x6' trailer around.
Nathan B.The team was very helpful
Joel A.Attentive and courteous staff
Steve M.It was a fantastic experience, no hiccups at all!!! Great staff as well!!!
Shaleyah C.Not much to do differently. The reservation was on file and they were very timely to bring the truck and car dolly up for me. Because I've never towed a car before, the gentleman was very thorough in explaining how to safely hook up the car because I didn't have the car with me when I picked up the truck. Overall, Excellent experience !!!
Scott S.This is the second time we have ordered a Uhaul for pickup after hours and it hasn't been ready and we haven't been given a code to even access it. There has been nothing done both times to make it right, so we will not be using this location again.
Alan H.Service representative was very professional and courteous.
cornel J.A charge for a service I did not request was added. Only $15, but when you're already pinching Pennie's a buck is a buck. I was then charged $104 for the day. Imagine my shock when I tried closing out and retuning the truck and appliance dolly and you wanted another $100 from me. Now my 104 is still tired up and y'all have not been paid.
Angela L.My customer service experience with Billy was amazing!!
hanz Z.Accept returns from distance without excessive charges. We've had to drive 2 hours to avoid the Knoxville surcharge. Makes me less likely to deal with uhaul.
Adrian M.Call me back!!!
Lisa B.At drop off the man took the keys and disappeared. I had to go find him to make sure the check in process was complete because I needed the receipt for work. Disappointing with the whole experience this time
Rachel K.N/A
Steve M.Great service, friendly staff and a super job on my car!
ronald T.Did not do what's on the work order
Ricky G.Both movers were excellent & friendly.
Stacey A.Well the brakes on the trailer didn't operate properly and overworked the brakes on my truck which caused extra wear and tear on them. The only comment I have is to have the equipment fully inspected before using it.
Gerrell S.Very poor, slow customer service. Ended up doing everything online while waiting in line while the employee assisted 1 person. Waited 25 min before processing everything on my phone.
Thomas R.Friendly and accommodating staff.
John L.The gentleman who processed our order and got us our truck was exceptionally helpful and friendly.
Rob S.I've used Uhaul countless times throughout recent years. This last experience was beyond discouraging. Things have now escalated to another level regarding my account balance due to their lack of note taking, miscommunication between locations and poor customer service. I am beyond hesitant to call U-Haul in the future for any moving and storage needs. Feel free to call me anytime to discuss this matter...
Kara M.When i got in the van the low tire warning came on. So did the oil change overdue. Showed it was 7000 miles overdue for a pm. The vehicle performed very well though, no issues.
Scott B.They gave me a wrong truck and asked me to fill extra gas for the wrong truck and refused to refund. Poor management and poor service.
Xinyun X.We are unlikely to use U-Haul at all again in the future. Moving is already an extremely stressful process, and U-Haul somehow managed to make it worse. We reserved a 15 foot truck and a dolly to use while we moved. When we arrived to pick it up, we were told they didn't have a dolly at all. I was confused and they explained they never have dolly for people to use. They said that I can reserve whatever I want online, but if they don't have it they just refund me. That would have been fine, except for the fact that they had 3 retail dolly on the sales floor. It seems ridiculous that they are selling dollys, but they don't have ANY available to rent. I lost 2 hours of moving time to go borrow one from someone because at that point I refused to give U-Haul MORE money by paying $60 for a dolly because they don't want to rent one out. What a racket.
Cera S.Clean and efficient service
Frederick V.