It's hit or miss for customer service Right now I'm standing around waiting for one of the 2 people working here to help me read more

I recently relocated from the Tampa Bay area to Blacksburg, Virginia. I shipped my belongings in a U-Haul "U-Box" (similar to a "pod"). The closest U-Haul facility to Blacksburg that accepts "U-Boxes" was about 45 miles away in Roanoke. Initially, the move went well. The "U-Box" was packed in Florida, shipped to Roanoke, and then stored in the U-Haul secure facility for two months until my apartment was available. I scheduled a 7:30 AM time to pick up my "U-Box" in Roanoke, reserved a specialized "U-Box" trailer and a full-size pickup truck to pull the trailer and "U-Box", and scheduled a moving company to be on-site in Blacksburg to unload the "U-Box" and move the contents into my apartment. At 7:00AM I was on my way from Blacksburg to Roanoke when the U-Haul manager telephoned. He reported that the facility did NOT have the specialized "U-Box" trailer I'd reserved, but he'd try to find one. The manager mentioned that he didn't know when this might happen as they were busy. I notified the moving company of the delay. The moving company was, understandably, not very happy that their scheduled morning activity suddenly disappeared. I waited until 10:30 am before I phoned U-Haul for an update, which did me absolutely no good at all because i was "on hold" for an hour, so I finally decided to drive the 45 miles to Roanoke to talk to someone "face-to-face". I was on my way there when the manager called, said he'd found the appropriate "U-Box" trailer, and it would be ready to go by 1:00 PM, roughly 5 hours after it was supposed to be ready. I contacted the movers and updated them. Their comment was "We're busy. Text us when you are actually on site, and we'll TRY to work you in, but no promises". I picked up the truck, the "U-Box" and the specialized "U-Box" trailer at 1:15 PM, in Roanoke and was back in Blacksburg by 2:00 PM. I contacted the movers, who told me that they were still busy, but WOULD work me in after they completed their afternoon job. The movers DID work me in at 5:00 PM, and I returned U-Haul's equipment by 7:00 PM. One day's rental= $100. My experience suggests that customers have not only one, but several alternative plans should "Plan A" go sideways. It's also a good idea to have an extended window of time, like several days, to "make your move" My "Plan A" was using a U-Haul "Moving Help" provider recommended on the U-Haul website to transport the "U-Box" from Roanoke to Blacksburg, unload the contents, and return the "U-Box" to Roanoke. At the last minute, the U-Haul provider declined the job, even though I paid $450 in advance. Fortunately, I'd planned to be stiffed, and had reserved a pickup truck at U-Haul to transport the "U-Box" myself. I'd also found three other labor-only moving contractors on Craigslist, had contacted them for estimates, and had the contact information handy. Incidentally, the U-Haul "Moving Help" provider that declined the job at the last minute (even though I'd paid $450 in advance) was "White Gloves". I don't know why this happened. The company representative told me that they didn't do "U-Boxes", even though they were clearly listed on the website as being able to provide this service. I emailed this company twice to confirm the services needed, and got zero response. I texted twice, with similar results. A representative called me once and assured me that we were good to go, but called later, at the last minute, changing his mind. WTF? It's worth noting that U-Haul is almost impossible to contact, and "Moving Help" is even more difficult. The only way I reached a representative was by posting a negative comment on Twitter. So, think twice before using U-Haul, think several times before using "Moving Help", and have several backup plans, cash, and loads of patience! read more

U-Haul - Roanoke - U-Haul advises customers with problems to use their "chat" system that didn't work, creating yet another set of problems! - Self Storage Near Me - Roanoke, Virginia

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They all ways have the truck you need as long as you have a reservation. They are friendly

I wish I could give more credit to this company but this location did not give me the best experience at all! I got a tow hitch for my truck. No problem! Service was initially friendly too. I ordered my part and paid, the part came in after a week or two and I was asked to pay AGAIN when I picked it up. I was told I'd get a refund when the manager of the location was there as he had "more computer access". Finally I got a hold of him and he got on the computer, still wasn't able to get my money back. Between buying this and trying to get my money back I was in and out of there or called a dozen times probably. Still no refund!!! I've kind of given up at this point. Definitely be careful about this location!!!! read more

So first time to this store. They have about everything you need to pack up a house for moving. Boxes, tap, plastic shrink wrap, markers, packing supplies, bags for beds, locks . The truck rental - didnt rent one yet but the sales associates was very helpful with information about size, asked about items to move and supplies I might need like furniture caddy or roller. Was in and out very quickly customer service was great. Will definately go back for more boxes etc. And renting.the uhaul to move. Takes debit or credit cards Parking.is a little tight.but I think I went in the wrong way. read more

Went inside to get someone to help with propane. Staff were rude and dismissive. When asked if we should wait outside he said "you can do whatever you want." So we went outside to wait and waited for at least 15 min outside. Told the guy "would be right out" several times by another worker. They managers need to work on workflow and if you have one certified person maybe you have the folks that aren't certified handle the other jobs while your tech can pump the propane. read more

Jaelen was an absolute treasure! My husband and I worked with Jaelen today and couldn't have been more pleased with the experience he provided. Uhaul has been a pain in the you-know-what for the past several weeks (abstaining from using other choice words) and Jaelen (and another young male who's name I forgot to ask for) made sure we were well taken care of and was very accommodative of our needs. After having four reservations get cancelled or altered without our consent (by Uhaul headquarters and the Williamson Rd location) it was nice to finally deal with the competent, motivated employees at the Hershberger location who seem to care greatly about their careers. Would definitely recommend using this location! Uhaul locations everywhere vary, but this has been our best experience yet. Thanks, Jaelen, for your expertise! read more

On Saturday, April 30th we rented a 10' truck for the day in order to move some items locally. After the first couple of hours or so, the engine began smoking a bit and the check engine light came on. The truck appeared to be burning oil. We were concerned about continuing to drive it, and possibly making the engine problem worse, so we parked it and called U-Haul for instructions. I was advised that since we were only a few minutes away from the rental location, and the truck still ran, we should just return it there, rather than have it towed. I inquired about a partial refund, as we were only able to use it for about three hours, and had put less than 25 miles on it. I was told that I should speak to the GM when we returned it, and that he would take care of the situation. When we arrived at the rental location, we parked the truck in the return area and I went inside to complete the return. There were about five people waiting for service, and there seemed to a problem with the printer. The young man behind the counter was trying to handle returns and reservations by himself, as best he could. After a few minutes, another young man came in and began yelling at the guy behind the counter. He shouted that the store was now CLOSED FOR BUSINESS. There would be no more reservations or rentals until all the backed up returns were processed, and that anyone returning a truck should leave their key and go. They would get an invoice by email. The woman in front of me was trying to pick up her rental, and was so offended that she threatened to "lay him out", if he spoke to her like that again. When I tried to tell him that there was a problem with our truck, and that I was told to speak with the Manager, he started screaming at me that the manager was off and that he had had a long day and was not about to take any s*** from anybody. He went behind the counter, grabbed a business card and tossed it at me, telling me to call the GM's cell phone if I had a f***ing problem, and that I needed to get the f*** out of HIS store. I left the store and called the number on the card, and I assume it was you I spoke with. Being upset, I tried to explain to you what had occurred, and your response was: "This is my day off, and that's your side of the story. I get complaints from customers all the time, and I'm not going to take their word over my employee's." With all due respect, that is the worst Manager response to a customer. Ever. Although you implied that it was my own fault that your employee had a meltdown and started screaming and swearing at everyone in the store, please understand that he came in to the store in a rage and screamed at the guy behind the counter for about five minutes before he turned on the customers. You have attached an invoice for $81.72 cents, for a truck that I was able to drive less than 25 miles. I feel that this amount should be prorated, as we were not able to use it for the full day, or get another one in its place. Furthermore, please be aware that rather than use my voice to engage with your out-of-control employee, I prefer to use it as a consumer. I will be filing a complaint with UHaul Corporate Offices and the Better Business Bureau. I will also be leaving detailed reviews on the U-Haul site, Angie's List, Google, Yelp, TripAdvisor, and any other site where a consumer might find your store. I will also post this on Facebook and forward it to everyone I know in Roanoke and ask them to do the same. You should also know that the guy behind me recorded the incident on his cell phone, so there is a good chance that he will be posting the video online. I don't necessarily believe that the customer is always right, but I do believe the customer always deserves to be treated with respect. Your employee does not seem to think so. L. Wooster read more