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February 2024 by Lauren Celdran
Trina and Brooklyn provided excellent customer service! They went above and beyond for me. I really appreciated the effort that was put in to accommodate my moving needs. Rent from this location. Clean, New and Professional.
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January 2024 by S G
They were great. Very helpful. I rented a trailer and needed a smaller ball for my hitch in order to tow it. We selected the right one, they installed it, hooked me up and off I went. Easy peazy.
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January 2024 by Charlotte Flynn
First and foremost, Elvin is fantastic and has always made things right!!! That said, there seems to be a big problem with overbooking and disorganization at this location. On one occasion the keys were lost for the vehicle that was reserved for me. Also, when I asked about the same vehicle that seemed to be available out front, I was told it wasn’t listed in their system and if they gave it to me it would then be classified as a “stolen vehicle”?!!! Then, when I asked the customer service agent to call a manager and fix this in their system so that I could rent that vehicle, no one picked up the phone. On another occasion they didn’t have any van available, even though I had a confirmed reservation and checked in online!!!! Word of advice, try to get an early morning pickup and call the night before your reservation to make sure your reserved vehicle is actually onsite and accessible.
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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 Michael Rose
Three days ago, Velan and her team provided me with legendary customer service. Every time I patronize this particular location, i feel like I am truly valued as a customer. I came to them with a need and left totally satisfied and eager to tell all!!!!!Thanks again Matt, Quez, and LoVall!!!!!!!!!
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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 quicka29
Go to a different UHaul store!!! So we brought a trailer hitch and paid UHaul to install the hitch we ordered through them. They listed this location as one that can install them. When I arrived at my appointment time, the employee said they don’t install hitches at this location anymore and it is a mistake that their store is listed for that service. The employee said he would pass on my phone number to his manager who would be in later that day so she can help me figure out what to do next. I happen to go back to the store the next day and no one was at the front desk. I waited around for about 10 minutes and no employees ever showed up. I called the number, rang the bell and even called out. No response. I still saw my name and number where the employee had left it the day before. It’s been about two weeks and they have yet to call me.
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November 2023 by Josh Snowden
The worker who checked me in had me go and retrieve the truck from the back lot instead of bringing the truck around. I had never had this happen before but he insisted this was what I needed to do. It was a maze of storage units, equipment, and other vehicles. I almost collided with a building twice just getting to the parking lot. After returning the truck the gas gauge was read incorrectly and they charged me nearly $60.00 for gas. I will be returning tomorrow for a refund. The service I received from your employees was at best negligent and at worst dishonest. I will not use this establishment again and will advise any who ask me to avoid it at all costs.
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November 2023 by Aaron Morgan
Guaranteed rental with 8 am pick-up for Tuesday, store hours 7-7...arrive at 8 am, lights out and doors locked. 2 other people in same position, luckily found a truck available in downtown. Do NOT use this U-Haul location. Unreliable.
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October 2023 by Karlin Hale
Awful experience, employees will lie to you and charge you extra money. The customer service team won’t return your call, no matter how times you reach out. Never again!
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October 2023 by Victoria Grillo
They were really busy on a Monday morning but those two guys got the line moving very quickly! They were both polite and extremely helpful. One of them even helped me carry my stuff to my car.
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October 2023 by Jacob Applin
Truck had a quarter tank when I picked it up. I drove it 14 miles in total. Gas tank still read about a quarter tank when I dropped it off. When I got my finalized total, they said it only had less than an 1/8th of a tank and charged me $70 for this. A total and utter lie in which the math doesn’t even make sense. Honestly a complete insult of my intelligence - there is simply no way the 14 miles I drove caused the tank to go to near empty. I’ve drove these trucks before - and yes they’re gas guzzlers but they’re not using almost 25% of the tank in 14 miles. Someone at this store clearly is trying to fraud me. I will never use this location/store again. Moreover, I will NEVER use U-Haul again and I will actively discourage anyone I know that is moving from using U-Haul. I’ve already convinced one friend who will be moving soon to use Penske instead. Avoid at all costs.
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September 2023 by Amber Gray-Kurz
Went to pick up a cargo trailer and was not impressed with the customer service. We went inside and heard employees speaking in the back. I wondered if they didn’t know we were there. A little bit later someone else came in and I heard a loud ding from the door. The person that entered was an employee and he was moving at a slow pace not making eye contact. He went to the back and a couple minutes later he came back and said he was told to help us. He was not enthused at first but he did eventually warm up and provided enthusiastic customer service.
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August 2023 by SL P
Very nice, knowledgable, well mannered, got our uhauls and trailers checked in quickly and us out the door and on our way in no time. I plan to request this location from now on..
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August 2023 by Gilbert Minzenberger
I thought the employees at this location were very helpful and the vehicle I used, a cargo van, was in good working order and had no dents, dings, or anything else. It looked fine. Would definitely recommend or use again myself.
