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December 2023 by Jeff B.
Two problems with U-Haul's Lexington operation: 1) incompetence and 2) creepiness/dishonesty. Per incompetence, I scheduled a 10' truck to pick up at one location and was told a few hours later that I'd have to go to a different location, but when I got there the place was locked up. Nobody home. I called the main U-Haul phone line and was steered to the main location on New Circle Road. I was kind of in a hurry because I had also scheduled moving helpers from U-Haul to meet me at a certain time and place. (I wound up being half-hour late because of U-Haul's scheduling incompetence.) At the New Circle Road location, I was taken to the wrong truck, that is, not the one I had rented. This took some time to work out and the automated check-out/check-the-truck-out process was messed up as a result. That is, I ended up recording online my inspection of a different truck than the one I left the lot with. Incompetence continued with the U-Haul service through which you contract for moving help. In the online form, I specified the location where I wanted to meet the movers (a storage unit) and where I want to move items (my house). I even called to confirm that everything was clear. Despite this, the movers showed up at my home instead of the storage unit and then charged me the extra half hour it took to drive from my house to the storage unit. Per the creepiness/dishonesty factor, when we arrived at my house, both movers immediately asked to use the bathroom, so I directed them to two different bathrooms. This just seemed odd to me, like they were checking out our house, and it got weirder due to the questions they asked us that made it appear they were casing our house for a robbery, such as: What is my birthday? Do we have collections of things in the house? (I assume they meant do we collect things of value?) Where is our bedroom and what kind of stuff is in our bedroom? And, most creepily, do my wife and I sleep in the same bed?!! The dishonesty continued when the movers were about to leave and demanded that I pay double the rate I had agreed to - $500 instead of $250. They said the extra money was because they were on the job for more than 2 hours - even though the additional time was caused by U-Haul's incompetence mentioned earlier - and for moving a large piece of furniture - even though the contract I signed simply said for 2 hours of moving assistance, period. Nothing about special charges for different kinds of furniture. When I objected to the ridiculous price hike after the job was done, they agreed to reduce the extra amount to $125, which I paid to get them out of the house. Still, a job I had contracted for $250 ended up costing $375, not a trivial increase. When paid via Venmo, one of the movers took my phone to "help me" and then did something out of my seeing in order to enter a special "promotion discount" that I never saw and which he was vague about exactly how much it was. I'm beginning to wonder what he may have done in terms of stealing from my Venmo account or setting it up to make stealing possible in the future. As I said, there was just an overall vibe of creepiness and dishonesty about this crew.
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November 2023 by Spencer H.
I had a great experience at this location. Naquez Pringle was the employee who helped me and he was very professional and went above and beyond to ensure my needs were met. I would recommend these guys to anyone.
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November 2023 by Family Sparkman
Overall, it was acceptable for my needs, the location felt safe to me with ample lighting, the self-service pick-up/drop-off was convenient, and I'd definitely consider renting from this location for future hauls. Outside of technical difficulties, it was extremely convenient that I could pick-up/drop-off outside of regular office hours and makes me more likely to rent in the future. But hopefully some of the kinks in the process get resolved.The truck was fairly clean but "well" maintained would be a stretch. The check engine light was on from the moment of pickup. The windshield wipers could've used a change (particularly rough in light rain). The air pressure sensor said the RR tire pressure was low. The driver side mirror wouldn't stay where I adjusted it (it would slowly creep closer to the vehicle while driving so I could almost only see the side of the truck). The driver's seat felt somewhat broken (secure but leaning to the left).I had some struggles with the remote pick-up/drop-off. Only needed to upload a pic of me, and 2 of my license (front and back). Image uploads appeared to freeze, sitting multiple minutes with the screen locked. Refreshing is overly easy to do and backs you out of the process. Fortunately, the image uploads did appear to save successfully, but it all took about 30 minutes which is far too long for what all is involved.
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July 2023 by Macaulay m.
The staff is totally unprofessional. I waited 1.5 hours to get my propane filled because they guy was coming in. This was a total lie instead of being honest and saying they could not do it, they had me waiting for someone that was never coming in to begin with. I had a crew that I was paying hourly siting around waiting for propane to finish a job, this cost me and my business a lot of money, because of uhauls incompetence!
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July 2023 by Ron F.
Not reviewing this location but U-Haul itself. Absolutely disgusting how they treat customers. Customer service at the 800 number are rude, unprofessional, and could care less about customer needs. It took me over an hour in 90f heat to turn in a truck I rented. Then, 24 hours later the truck is shown to still be out in my possession. WTF !!! Called customer service and they were horrible. Basically told me it's my problem and that I can't rent again until this transaction is completed. Absolute nightmare.! When I asked for their corporate number they hang up on you every time or transfer you to some random department. The AFM for Lexington KY called me and resolved the issue eventually and he was very caring and apologetic. But now you have lost a loyal customer and U-Haul could care less. I will not spend a penny at U-Haul ever again. What a horrible company! Shame on U-Haul who
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April 2023 by Brody T.
They were disorganized and couldn't find the key to our rental. We had to drive all the way to Versailles to get another rental. Don't rent from here!
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March 2022 by J.d. G.
I will never rent from this location again. The office was disorganized and computers were not working properly. The truck I rented reeked of cigarettes. I was charged a surcharge of $79 for being less than 30 minutes late returning the vehicle due to traffic. Never again.
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January 2022 by Mark A.
I actually had a very good experience with this location. I rented a 26' truck with auto trailer that was booked online. Showed up at my time and truck and trailer was ready. The Auto trailer had a tire strap that was almost cut completely, the staff got another new one and replaced it while I waited. Yes, It delayed me for about 20 minutes but they fixed they error and even helped me load my car onto the trailer and made sure it was secure. I was also told that the fuel tank was full, however when I entered the truck it was only half full, the manager changed my contract to reflect this. My advise to renters is to check the equipment before accepting the truck or trailer and be kind to the staff and it will go a long way. Be sure your comfortable with driving such a big truck, these things can weigh as much as 26,000 lbs. That's a lot of damage you can do to yourself and others on the road if you are careless or not comfortable driving something this big.
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December 2021 by Alex S.
Front clerk and assistant manager were extremely rude and caused problems for our rental the entire process. We will never rent from that location ever again and possibly any other uhaul. Extremely disappointed and upset with the those employees and hope there is some kind of reprimand for those individuals. Every other employee apologized for their behavior and were extremely nice and polite. Bad apples for a company.
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August 2021 by Loribeth H.
What a horrific experience. We booked a 10 ft truck and car trailer to tow my son's car from the 1-800 number. Everything was booked and paid for in advance. At 4:38pm on Friday we were informed the closest truck was 100 miles away in the wrong direction for the rental scheduled weeks ago for Saturday morning at 9am. The only reason we found this out was because he called. We were told they were going to call my 6pm with the news. It went from horrible to more horrible. When I called and spoke to a local dispatcher he said there was nothing else they could do. He offered to transfer me to his supervisor. He actually transferred me to another company. She said ma'am, this is not uhaul, they pull this crap all the time. Yeah. I spent 4 hours on hold in total only to be told they would refund our money. What a flipping nightmare. Can't say enough how you cannot trust this company. How unfair you have to give one star to post and they don't offer negative stars.
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October 2020 by George Sullivan
Good People..very nice..Great location near my house....Will Rent from again!!!
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September 2020 by Mary J
Online system didn't work.
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August 2020 by DC B.
Completely Incompetent. Their mistake and poor management is going to cost me hundreds. They don't know what they are doing. If you value your time, money, and safety, TAKE YOUR BUSINESS ELSEWHERE. The General Manger is non-understanding. Filed a formal complaint with corporate.
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July 2020 by Jason Shaw
I rented a car dolly.
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July 2020 by Mickey H.
These people are in NO hurry, literally taking a break right in front of me while I'm needing a rental. Already paid and still waiting, and waiting, and waiting. I'll go to another location next time, if at all.
