1/5 Our experience with the U-Haul location in Elsmere, KY, has been nothing short of a nightmare. We've extended our rental multiple times and tried to renew through the app and the 1-800 number since the store line rings endlessly without anyone answering. Every time we extended, we were overcharged, with no clear explanations, and were met with the manager's rude and dismissive attitude. The lack of professionalism, unnecessary hostile comments, and disregard for customer respect are unacceptable. After emailing U-Haul's customer service directly about these issues, they didn't bother to contact me but referred my complaint back to the general manager, who called me. Unfortunately, this call was even worse. The GM was incredibly unprofessional, taking my complaint personally and speaking with a noticeable level of aggression. He repeatedly interrupted me, questioned my honesty, and insisted that the fluctuating charges were just "estimates charged based on what the system felt was appropriate." He seemed to use the fact our card was declined as vindication for the attitude from "Jeanne" He even suggested that because we weren't allowed to renew through the app, we were somehow being dishonest "because that just doesn't make any sense" By the end of the call, I was left in tears. Luckily-I've recorded the call this time and shared it with the Better Business Bureau and my substantial social media platform, so others know what kind of customer service they can expect from this location. It's clear where the employees have picked up their disrespectful approach. I would strongly advise avoiding this location if you value respect, fair treatment, or clear communication from your rental provider. read more

I placed a reservation with U-Haul on Dixie highway and the day before my reservation was to occur I called to confirm my reservation for the next day and they did not have the equipment at the location that I was going to rent from. I was told that I was going to have to go to another U-Haul location upwards of 25 to 30 minutes away to secure the equipment that I requested. Next time in the future I will not choose U-Haul to rent song I will choose Penske each and every time in the future. read more

Just don't! ... This is my 3rd time at this location and my last one, just go somewhere else. Every time it gets worst. I made a reservation online a couples of days prior to picking up the truck to save time because we where on a tight schedule that day and selected the (MOBILE PICK UP) 1. Because of the Pandemic. 2. Because it was "Faster" and with the time crunch I had well it's the obvious choice. I get to the business and the truck wasn't upfront, ready to pick up. I looked around the lot and nothing. I go inside (What I wanted to avoid) and they said it was ready but they needed to reenter all the info because the online mobile pick up wasn't working. After wasting all that time they tell me the truck is ready for pick up but its on the side of the building, Gave me the number, the keys and sent me on my way. (Look at the pictures I attached) THE TRUCK WAS BLOCKED BY A SEMI.. HOW DO YOU MISS THAT?!?! I went back in and they told me he was finishing up, be done in a couple of minutes. So I am there just watching the Semi driver unload pallet by pallet, standing right in the middle of the lot just watching the time go by, almost 20 min later I was able to leave. Now the truck; Just imagine that a 300 pounds guy finished moving everything from the truck, full of sweat and did all the work while smoking cigarettes then hoped in the truck and kept smoking with the windows closed, that's the smell the truck had, everything was sticky, disgusting. Lastly either the trucks are just way old or they are rigged but they have this little meter to help you stay on the green area to save gas, funny thing though, the truck hits 3rd gear around the 50 mph so you are sounding like fast and the furious while cars are passing you by like nothing. I can keep going and going, its just ridiculous, yeah its cheaper than pretty much everyone else but that's what you get, cheap customer service, cheap smelly trucks and a bad experience. Later I went to Penske, drove approximately the same mileage, the difference was $50. But everything was perfect, the service, the time, trucks where pretty much new and clean. read more

U-Haul Moving & Storage - Elsmere - My truck blocked by a semi - Self Storage Near Me - Elsmere, Kentucky

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I rented a small box truck on Feb 27 for a couple hours for a quick move. The truck that was rented to me had big safety concerns with the side mirrors. They would not stay in place which made changing lanes dangerous. When i got back to turn it in, I told the employee that i was rented a faulty, unsafe truck. He said to call the owner in the morning. Jeannette, the GM turned it back on me saying i should have called for roadside - which who knows what that wait time would be. There's a special tool needed for the mirrors. When you rent something you expect it to be in good condition and safe. I wasn't asking for a freebie but I did feel a courtesy and acknowledgement was due. But Jeannette was more about the sale instead of good customer service. read more

Worst uhaul experience by far. After multiple cross country moves and many uhaul rentals in the past, I am blown away by how horrible and unprepared this location is. My Ubox rental was made months in advance and was 100% not ready for me when I showed up to pickup. It took a full hour for them to load a box for me to take, and then another hour for them to load a different one after realizing they gave me a box with other people's stuff in it. HOLY SH*T it literally doesn't matter how far you have to drive out of the way, don't go to this location for any reason. Incompetent, slow, inconsiderate, and unreliable. read more

We rented a 10 foot box truck to move a couple large appliances. The rental process was quick and the truck was ready when we arrived along with the dolly. The return process was quick as well. Our only issue was that we weren't aware this size truck has no ramp. This question should have been in the intial reservation process on the U-haul site--we would've gone with a larger truck with a ramp. So FYI folks THE TEN FOOT TRUCK DOESN"T HAVE A RAMP. read more

I helped my cousin move into a new apartment, she rented a Uhaul to move her stuff from this location. To say I'm disgusted is a understatement. There was a Dead mouse in the back of the trailer. It looked like it had been there a while and obviously they are Not cleaning the trucks after each use or even daily most likely. And also the truck reaked of cigarette smoke. I will never recommend or go thru this company. read more

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I have a 2011 Lincoln and needed a hitch... Sound easy...very U haul....right? I go to 4425 Dixie HWY. Heddie at the counter took a half an hour to confess she DOESN'T KNOW. Spoke to John who told me to call 800uhaul.( The correct number is 800-GOU-HAUL ). Darin Lisch manger has tried to call me back... as I spent 1.66 hours on an off hold with Lorna in customer service...who transferred me to Samantha (a CS supervisor ?)...how said she would try to ...bla, bla, bla...and get back to me next week. If you like this customer run around BEFORE SERVICE, best of luck. The Uhaul in Tucson, AZ was GREAT. This store @4425 Dixie HWY...avoid. I will post any response from CS...Samantha(if they offer any help). read more

Rented a trailer here, clerk said I would get 30 days free storage. I said I definitely needed and wanted it. He looked up a location, 1 mile from new job site!! I said I most definitely needed and wanted it. Clerk told me they'd have it for me when I got there. Got to new job site two days later, last storage rented out the day before. Was told nearest other U-Haul storage over 100 miles away! The clerk in KY did not make a reservation for me, I missed out by one day. I would have had it if clerk had just made a reservation. Thanks, buddy. read more

Thank you -- all of you -- the write ups ALL OF YOU provided on yelp made the difference. Driving the extra distance to find a U-Haul Dealer who GIVES-A-XXXX about customers. Not ABSOLUTELY NOT considering this location. Photos were damning but the trailer hitch and propane stories iced the cake. THANK YOU -- LOOKING ELSEWHERE. read more

This review is for the packing and moving supplies only. I came here to get some boxes and other packing supplies for my big move. The staff was soooo friendly and helpful. They even carried the boxes out to my car and loaded them for me. They wouldn't take no for an answer. This location has a huge selection of everything you could possibly need! read more

I had two 20 lb propane tanks refilled and the guy charged me for 10 gallons of propane. I told him that they were not completely empty (because you could feel propane sloshing around inside) and he argued that they were. After researching the internet, I found that a completely empty 20lb tank will only hold 4.7 gallons. So I know that they ripped me off at least 1.5 gallons to 2 gallons @ 3.99 a gallon. They lie and screw you. read more

The Elsmere KY location of your U-Haul store has the most ridiculously rude employees I've ever spoken to. I had to go through three people to find out who hung up on me in the first place when I was trying to get a quote and finally the last man I spoke with acted like he didn't have the time to even help me rent a truck from that location. I wouldn't spend my money at that U-Haul store if I had to. I'd move everything one box at a time before I'd spend money at that store. Horrible customer service, horrible. read more

As you you can't rate a zero, but I rate this business as ZERO stars. This started out simple enough because all I needed was a trailer hitch installed with no wiring. I go online to set the appointment up and that was really simple, but this was also where I got a little weary of it because you had to pay up front. I went on and paid and set the appointment for last Saturday. My wife beat me there because we were just going to leave it and then come back. She was informed that they had no one to install it, but the general manager said how sorry he was and he would give us 10% off for our trouble. So we reschedule for today at 3:15 and I got there early. The hitch guy says oh I called to tell you that I don't install hitches past 3 in the afternoon. Never got a voice mail stating that so I tell him to just give me a refund and he says I can't because I don't know how. After a few minutes of telling him to either put on the hitch or give me my money back he gave me a refund. His response was sorry for the mix up and then said when ever you talk to someone on the phone they are told to just go along with whatever and let the stores deal with the issues. Unfreaking Believable.... How do you run a business that way. read more

To be forced to put even one star is difficult. It is a wonder that this place is in business. This past Saturday, I went in to pick up a truck. I ordered it online and had in my hand the printed order with the number and the location of pickup .. E L S M E R E in big black letters. When I approached the counter, the representative of this fine company said "we don't have any more pick ups what is your order number?" I read it to him from the paper. He pulled it up, spun his moniter around and said . "look buddy you supposed to pick this up on Gilbert Ave in Cincinnati" I , again referenced my printout that said ELSMERE in black and white.. He grabbed it from my hand and said " let me see that" I was a bit taken aback that this company representative was being so rude, and obnoxious. In an instant, it came rushing back to me that was the same fine representative of this fine American company who a year ago told me that If I wanted a hitch for my truck, I would have to pay for it and when it came in .. if it didn't fit - too bad its yours... but I digress. After carefully considering a response that would warrant the situation, but was understandable to someone with a lower capacity, I said the only thing I could and that was to tell him to place his lips on my derreir and have a nice day IT gets better - (worse) When I went home, I called U haul. The first person I got was someone who could care less and seemingly had the same customer skills as the employee #1 that I encountered earlier. She ended up putting me on hold for 20 minutes when another representative from U Haul came on. I am sorry I forgot her name because she WAS nice and professional an made it clear the employee 1 would be notified by his supervisor. My suggestion would not be to fire him. It would be to have him clean out vehicles etc until he can be trained in the skills of being a nice guy with a smile to help the people that are coming in to do business with the fine company who gave him a job, despite his obvious shortfalls. She then told me something that I couldn't believe. She said that in the fine print, it says that you may need to go to a different location other than the one that is in BIG BOLD PRINT to pick up your vehicle . I told her that is like Delta Airlines putting on a plane ticket that you may need a different airport. She then said, "yes we have had several complaints" hmmmm unreal. I will never rent another thing from U haul and never should have gone there after my last experience read more