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November 2023 by john steele
I do not regret to share my recent experience with U-Haul & Storage of Masterson Station in Lexington as they are deserving of only one star. The encounter with an employee during my recent rental was exceptionally negative, leaving me frustrated and disappointed.Upon arriving at the facility, I faced the challenge of locating my assigned truck in a lineup of over 30 vehicles with no clue from employee on where to start. When I approached the employee for assistance or guidance, I was met with an astonishing level of rudeness. Not only did they refuse to show me where the truck was located, but their dismissive attitude and lack of professionalism were entirely uncalled for. The employee also did not explain the procedures or take any damage pictures or notes. Fortunately another employee did assist with the location of the truck after walking around for 10 minutes looking at every truck number in the lot.I called in to file a complaint and was told that a GM would be reaching out to me and that didn't happen. DO not rent from this facility even if they have higher inventory as their employees do not care and will not assist or follow up.
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November 2023 by Matt Carter
The process was simple and easy. Was greeted and checked in politely and quickly, good service. Liked the app to check the rental truck and to be able to mark discrepancies and take pictures of what didn’t match from before. Only needed it locally for the weekend, the truck was not the best shape but did the job. Check in was simple and easy too. All in all, great experience.
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September 2023 by jaseana bigelow
Staff is very kind and helpful. Property is always neat and clean. Great prices and equipment to use during your move. Highly recommended.
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August 2023 by J. Lawrence Ray
One of the cleanest storage facilities I've used, really. And truck rental and return is pretty easy.I do wish they had two lanes painted for truck return, only because first thing in the morning on a Monday means a long line if returned vehicles, making it challenging to get into the lot so you can park and get to your storage unit.But all in all, I'd recommend this facility.
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August 2023 by Patrese Nesbitt
Make sure you exclusively come to this location for all of your moving and towing needs. The staff is so friendly and extremely helpful. Especially resourceful with what they all know around the community!
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August 2023 by Franky S
Up until now everything had gone smoothly and I would have given 5 stars, but right now I am having to deal with a bit of a mess.Early July I rented a Ubox to move from TX to Lexington KY. On July 27th, 2023, I emptied my belongings from my Ubox in Lexington at this Uhaul location and told the front desk I was done with it and did not need it anymore. For some reason it was put into storage and when August rolled around I was charged storage fees for it. I called the front desk and told them I had been done with it and to take it off my account since I was not using it. I was told it would be taken off. A week or so later I was now being charged late fees because it had not been taken off my account. I called the front desk a second time and was told I needed to call corporate to file a complaint because they couldn't take it off my account.I am now being charged more late fees while waiting for corporate to contact me.
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August 2023 by Kevin Cosby
I've rented here a few times and will be back the next time I need a UHaul. The staff are friendly and helpful and treat you like family. I wish there were more people in the world like the guy that waited on me.
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July 2023 by Alyanna Johnson
One employee was rude to other customers and me, was waiting about 5 minutes for somebody to come back into the office to help me, and I came in to the office waiting while a employee went to her car… they might be understaffed but service was overall good whenever they came back into the office
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June 2023 by Jack Douglass
Charged me 5 days for a 1 day rental and will not pick up the phone when I call. Rent from somewhere else.
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June 2023 by Deanna Hull
Kate is amazing! She is pleasant and quick to help resolve issues and offer solutions! Thank you!
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May 2023 by roger De Paz
Good clean place but customer service is bad. The owner will curse you out because they failed to give a courtesy call to inform you, the date given to pick up you're stuff is no longer available due to w.e reason. I show up and waited 40 mins for them to tell me some one decided to call off. Paid helpers to help me and now i have to pay again. And they wont do anything to make it right. One call can make a difference in people time and money. Spend $2000+... and they cant make it right.
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April 2023 by Brandan Roberts
I have had nothing Terri customer experience . Random bills" a late fee for when I dropped my truck and trailer off a day early " on top of nothing but miss communication. Never using Uhaul again.
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April 2023 by Tryphene Meacarus
My husband rent U-Haul on March 24,2023 we paid $277.82 and on April 5 they are got money from our checking account $262.85 is not fair I can't rent the U-haul from you again never
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March 2023 by Comfort Moving
U-Haul has been the most accommodating rental company we have experienced. Highly recommend this specific location for all of your future rentals.
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March 2023 by Han John
They used to be good. Now I’m treated like I’m going to steal a truck because I don’t have a credit card.
