Customer Reviews for U-Haul Moving & Storage at Centerpointe Mall

Évaluation :

5

Best U-Haul rental center in Grand Rapids! Always has full inventory and customer service is exceptional.

Évaluation :

5

Renting at this location has been easy and the equipment is very good. Helpful people make it my go to for U-Haul in GR!

Évaluation :

5

All great, staff was very helpful.

Évaluation :

1

Be polite. I have video of the interaction and it was rude and nearly damaged my vehicle. I'd be happy to share

Évaluation :

5

Scott works there. Scott hooks up trailers and he works excellent

Évaluation :

5

I want to commend store manager KaZya Murphy for her incredible professionalism. She rescued what would have been a disastrous day by moving heaven and earth to make sure I had a U-Box and a truck to tow it after my Moving Help was disqualified from towing the U-box. She was calm, super courteous as I was upset about the Moving Help error, and made sure that my move was able to happen on the one day I had in my schedule to make it happen. I cannot recommend KaZya more highly!!

Évaluation :

5

The person I worked with to make the reservation and pick up the vehicle were great. They answered all of my questions during the entire process.

Évaluation :

1

I had a terrible experience with the general manager of this location, I arrived 10 minutes before the store opened and waiting in my vehicle I could see her already unhappy with seeing customers. She unlocked the door and I entered after reserving a trailer online, she told me I could not rent without a cell phone so i left to obtain one upon arrival back at 7:22am she had amassed a line of 5 people. She was not in the location and had very little motivation to return. She took her time with every step of the process, it was blatantly intentional and personified by the continued eye rolls and sharp exhales when she was needed to get up from her chair. She forced me to show her my phone and answer the call to prove to her that she could reach me because "I did not originally have a phone." I ended up leaving the lot at 8:03, it seems incredibly inefficient to have the average customer wait be around 40 minutes. I know how uhual works and have used it many many times I have never been treated as poorly as today and will not be retuning to rent any equipment from any uhual location.

Évaluation :

5

Allow me to drop the trailer at the uhaul location closer to my destination.

Évaluation :

3

Received the truck with only 1/4 tank of gas. Also rented a car hauler and there was no pin in the hitch. For safety sake in just ran a nut and bolt through it to avoid it popping off and having the trailor become disconnected.

Évaluation :

4

Fast service in returning equipment.

Évaluation :

4

The car transport trailer was in real good shape and we pulled a car across the country. It pulled like it wasn't even there.

Évaluation :

3

Everything went well. the only drawback was getting into and out of the driveway. I know that stores on 28th street can be tricky getting into and out of.

Évaluation :

5

Fix your computer system for the new toy hauler/ car trailer for online reservations.

Évaluation :

5

Quick dervice!

Évaluation :

5

Great to have service providers outside and ready to release the trailer. No waiting and service with a smile and confirmed email of timely return. Thank you!!

Évaluation :

5

Thanks so much !!!!!

Évaluation :

5

Not much interaction.

Évaluation :

2

Always understaffed, very slow, long wait times or no one is in the customer service counter area because they are outside trying to help a customer. Poor attitudes probably due to constantly understaffed.

Évaluation :

5

Very well maintained and stocked location. Staff was prompt and extremely helpful in getting me the right piece of equipment. Thanks

Évaluation :

3

The truck was not prepared when I picked it up. It was not in the location on the lot as specified by the app, the furniture moving equipment that I requested at the time of my reservation was not supplied, and the truck did not have a full tank of gas. Otherwise the truck itself was clean and in working condition.

Évaluation :

4

Support personnel was out standing. Friendly knowledgeable. Good people

Évaluation :

3

The lady at the front desk is kinda rude!

Évaluation :

5

During busy periods, need more employees to handle the number of customers Use customer's phone number on each transaction so that U-Haul can search for transactions under each individual. For example, I buy boxes, I have some to return. I don't have a receipt with me. U-Haul should be able to look up my transactions by my phone number instead of all the transactions for everybody lumped into the entire day

Évaluation :

3

Person checking in could improve the friendliness of demeanor. I had to walk to distant part of lot in the rain to get the truck which was tightly parked making it difficult to get around it to get the recommended pictures. Then when I took the photo of the rear it said the license was wrong and I had to walk back to the office to solve the issue.

Évaluation :

5

They made it easy peasy!

Évaluation :

1

Had to wait more than 10 minutes for an employee to show up in the middle of the day. When they did they gave me a truck that had trucks immediately in front, behind and on both sides of it. When I went back inside all employees were gone again, until a cleaning lady showed up after several minutes who then went looking for employees. She couldn't find them either but eventually found keys to other trucks that we were able to move to eventually get the truck I rented out. Once we finally had the truck at the moving site, we literally fell through the floor of the truck when loading it. The middle area in the back of the truck above the ramp completely gave out and we fell down into it. We had to return the truck and go with a different company to complete the move.

Évaluation :

2

We gassed up the truck and returned it almost full but weren't given any gas credit. When we got the truck it was less than half full. I explained this when I turned it in.

Évaluation :

3

Service staff was good, no complaints with them. Van smelled like cigarette smoke. U-haul is such a scam. How on earth do you get away with advertising in huge font on the side of your vans $19,95? I used the van for one hour, went 7 miles and my bill was $63. Such a deceitful business practice. I will do everything I can to never rent from U-Haul again unless there is a serious change in integrity and transparency. What other legit business gets away with this fake advertising and pricing model?

Évaluation :

1

All around service needs to be better. Don't care if the system went down I was set back for 2 days because of your services. Zero star experience

Évaluation :

3

There was only one person at 11am checking people in & out, there should have been 2. There was a backlog of returned vehicles waiting to be taken care of limiting the amount of space for customers to drive into the establishment. Customer parking for vehicles left there while renting a vehicle is quite a way in the back, very inconvenient for customers. Rented vehicle was not brought up to front of store, had to go find it in rear parking area, customers should NOT have to go find their rented vehicle.

Évaluation :

5

The person who assisted me was extremely professional and courteous.

Évaluation :

4

Have another person working the front counter so you dont have to wait so long.

Évaluation :

2

Counter person was professional. Person that works on the lot very rude. I started asking him a question & he cut me off & started shouting at me. I had to change vehicles because initial vehicle was dirty inside & dents on the exterior that weren't marked with an x. Second vehicle, had a dents & damages that weren't marked with an x. Driver door was hard to close.

Évaluation :

5

Thank you for make your equipment available for us

Évaluation :

2

They said I traveled more miles than I did. They must of wrote down the wrong amount of milage

Évaluation :

4

Very nice! Gave me my receipt in my email, from the rental return a little after I dropped the rental off. Merci.

Évaluation :

3

Walk the customer to the truck and help them get in. I had to crawl into the passenger side to get into the vehicle. I had no idea I had to take pictures etc.

Évaluation :

5

Have the pre-registration online work a bit better. Part of that effort had to be redone at the counter. The photo of drivers license was not processed well by your software.

Évaluation :

5

Again, I couldn't have asked for a better experience. Thank you to all involved!

Évaluation :

3

The return area was a total gong show. Nowhere to park in the return area!

Évaluation :

2

First, the Uhaul given smelled like smoke in the cab and the back of the truck smelled like a farm and was super dirty like it never got clean

Évaluation :

4

its winter and the truck was dirty inside and out

Évaluation :

2

Under staffed poor lady was there by her self Took 25-30 minutes in line just for me to return a trailer..

Évaluation :

5

Always an easy process

Évaluation :

5

This location will forever my go to. Everytime I dread having to move something this location makes it a less daunting task. The hookup is always quick and preformed by someone knowledgeable. KaZya was incredibly friendly and focused. I tell everyone I know to rent from here. Even if it's a little bit further away from me I always come here. Thanks for everything.

Évaluation :

4

S.O.

Évaluation :

4

Good customer service and polite staff. Well done.

Évaluation :

5

Keep Mike and Michelle on staff! They both were absolutely amazing and made my day so much better!

Évaluation :

2

To have steps and no ramps or elevators is ruff on older people.

Évaluation :

3

The drop off attendant was very friendly and helpful. I ask how to contact customer service due to the problems we had with the vehicle, and he directed me to the attendant inside, who on the other hand was not as friendly. Never said hello or greeted me upon arrival. I ask how to contact customer service due to issues we had with the vehicle, he handed me a pamphlet, highlighted the 800 number and turned and walked away.

Évaluation :

5

Assistance General Manager Mikey, CSR Matt, CSR Michael, CSR Michele, CSR Aaron and CSR Terry were great. My expectations were exceeded. It was nice to have a full staff of customer service representatives when completing the rental business. The Auto Transport trailer worked 100 % with no failure. The only embarrassing breakdown was the jeep I was towing. I will continue to recommend Uhaul Centerpoint to family and friends.

Évaluation :

5

Staff treated me like a CUSTOMER😊

Évaluation :

4

The truck was a little wobly in the steering , the straps to hold the car wheels I had to really fight to get them loose. They look like the were over tightened. They shoul be checked before renting them. I really liked the customer service.

Évaluation :

1

My appt was 11:30 I came in at 11:20 and left at 12:15. Slow employees never apologized for wait. To be honest f this place I'll never go there again. Was worst experience ever. Sorry for my language. But the employee was horrible and the truck was disgusting I have photos.

Évaluation :

5

Excellent

Évaluation :

1

Long line at counter and only 1 person working. Was told to park next door but not told how to get there so parked at back of property. Had to go look outback for truck and in my opinion it should have been up front and loaded with supplies I ordered by the time I got there. Worst customer service ever and found out when I dropped the truck off that it was a Manager that I was dealing with. Won't go back to this location.

Évaluation :

1

understaffed in all positions. keyfob battery was dead and the staff knew it but still sent me on my way. pics were submitted in checkout "link" but wouldn't finalize. asked front desk to assist me with finalizing the check-in and was told they couldn't and I had to find a different way to upload pics of 5 sides of vehicle. u-haul requires pics of all 4 sides of vehicle AND THE ROOF. had to have my daughter stabilize me while i attempted a photo of the roof. what the heck is this? have you ever tried to take a photo of the roof. it's flat out dangerous when everything is ice and snow. absolutely ridiculous.

Évaluation :

4

Vehicle stated it had 3/16 fuel level, sitting in the parking lot, gauge stated 1/8 fuel level, drove out onto the main road and the low fuel level warning light came on. Disappointed that my first stop was to the gas station. My vehicle also had an exhaust leak. I did inform the attendant. Hopefully, it will be repaired. Overall, I really appreciated the service that U-haul provides. Merci.

Évaluation :

4

Matthew was great and friendly even with the cold weather and needing extra attention with frozen parts that had to be traded out.

Évaluation :

2

Nobody there to check truck in had line out in the streets of a busy street. Haven't got my refund yet t they haven't even processed it and it's been 3 days

Évaluation :

5

Everything was great! I just no longer need a storage unit at this time. Merci!

Évaluation :

1

My storage unit has stairs as the ceiling for half of it and sticky residue/liquids coated boxes and desks of mine in the unit after storing for only 2 months. The whole point of a storage unit is that it's protected. Please reach out to me if you'd like to pay for the damages.

Évaluation :

5

Awesome staff!

Évaluation :

4

Inside the unit there's a shelf. It was dirty with dry wall trash.

Évaluation :

2

I booked a "20 truck they gave me a 15" that took me over 30 min to get . Then the storage Nvr got booked had to come back and get the info for that only for my code to not work so I couldn't load same day I had to wait till next day I would Nvr book again

Évaluation :

3

The staff was great but little direction on how to access the garage and storage. The staff was unsure of the height of the unit and better knowledge of the units would be good. Telling people there's no elevators for the upstairs unit would be critical. You need to invest in to this older facility. No elevator, narrow hallways, no lighting inside the storage unit. Otherwise, unit was dry and clean

Évaluation :

5

Lasondra jackson and Kazya were the 2 I worked with the most they were always a big help and always had pleasant attitudes I really appreciate them

Évaluation :

2

Love uhaul but issues with asset matching and literally terrible storage space, it’s a room with a dirt floor ulg so scary looks like how bed bugs are spread

Évaluation :

1

The second key that came with the circle master security lock that "I HAD" to use and purchased (at the 7425 e Washington st location in Indianapolis) DID NOT WORK. It was too big, and that was the only one I had on me at the time. The employees at that location suggested I call a locksmith because it would be "faster" than the service thru could provide for me meaning NOONE could have assisted me until the next day. I had already reserved the UHAUL so I couldn't be refunded AND I was on a time constraint anyway because I had to be in Michigan the next day. So I spent $170 on a locksmith which should not have been the case. And then once the locksmith got there, he needed an outlet to plug in the tools he needed to use to get the job done. EVERY SINGLE outlet in that building was not working, so we had to use MULTIPLE very long extension cords just to be able to reach the main entrance to the locksmiths car, because he had a power connector on deck in his car. I was thankful that one of the employees could provide some extra extension cords to do so. So once I finally get into my unit, I loaded up my truck but then of course I didn't have a lock to secure it so I had to buy another one from your establishment immediately. I finally get on the road to head to my drop off location where they told me I had a free storage unit for a month and when I got to that location (the one on 2345 Alpine Ave NW Grand Rapids, MI 49544 United States) they didn't have a storage unit. This location then referred me to the next closest UHAUL which was on 500 Cesar E Chavez Ave Grand Rapids, MI 49503 United States This place did not have any storage available. So then I went to 3815 28th St SE Grand Rapids, MI 49512 United States Who thankfully had a storage unit available (the free one that came with my reservation). When I went to go lock it with the same high security disc lock that I then again HAD to have (not my own), did not align with the hinges on my unit. I brought it to the managers attention and he hammered the hinges together so then they were aligned, however the disc lock that I "had" to use still wouldn't fit. So I used my own little master lock that I normally use for work, which is not secure enough in my opinion. Not to mention, my 6ft $5 000 couch did not fit in there and that was the first thing I tried to put in there. Well I wasn't going to just leave the couch so I had to take it out of my way to make sure it was safe. I think the least the man could have done was put one of the master disc locks on my locker vs my little one which is a huge risk factor for my stuff getting stolen. In conclusion, the convenience of this whole situation was totally not ideal and I think I need to be credited at least for the locksmith, the risk of having to use my own lock (that I use at work but didn't have) which is 100 % not fully secure on my current storage unit, & the extra fuel it took me to go back and fourth (which probably put me over my miles). I have used UHAUL before and never had anything like this happen to me.

Évaluation :

2

Units were entirely too small. Couldn't even fit a couch through the tiny door. Ceiling was maybe 6ft tall. Had to cancel my reservation and find a better unit elsewhere

Évaluation :

4

I asked for a lower unit because I had furniture and I was given a 3rd level storage unit I could barely turn my couch into as everyone walked past me as I pulled my couch up 3 flights of stairs one guy decide I'd had enough and helped it was truly frustrating and hard but I was stuck with it and kept on

Évaluation :

5

Best storage I ever used.

Évaluation :

4

This storage unit was fabulous and exactly what we needed for the time we needed! My only "complaints" would be the lack of lighting inside the unit itself and the increase in monthly rate. I'd highly recommend this location as the staff are friendly and very helpful!

Évaluation :

4

Only negative was if you needed help in the store/ staff there was usually a wait as lots going on with rental uhaul and not enough staff . Staff did best they could though

Évaluation :

3

It was very frustrating to find out the storage size you suppose to get for 1 month free is smaller then the truck your rental truck. I feel like I was scam into buying another storage:(

Évaluation :

4

Only negative is short staffed but they do a great job.

Évaluation :

5

they have great staff, helpful and friendly

Évaluation :

3

For the truck itself the entire process was poor. I couldn't get the truck after hours so they directed me half an hour away to Allendale. I was promised a $50 refund which I haven't gotten and a mileage waiver which I didn't get as well. Would not recommend for anyone.

Évaluation :

2

I used this same location for a truck rental and when I went to pick up my truck, it was blocked between 2 other trucks rather than being accessible. My reservation had been in place for several weeks. The location staff is less than helpful and seems to be inconvenienced by needing to assist customers. Many times, I have come into this location and had to wait for 10 minutes or more for an employee to come to the desk and assist. While I do understand that short-staffing is an ongoing issue recently, I have experienced this same type of treatment from this location on other occasions (prior to COVID) as well.

Évaluation :

1

Two floors no elevator. Not convenient at all. Even G Easy has an elevator in his house.

Évaluation :

5

Great job 👍

Évaluation :

2

It was clean as an old dirty facility could be. Outside staff great, inside front desk struggle.

Évaluation :

1

For starters, I moved on 10/26. There's no reason for charges to come out 1 week later (because someone didn't know how to do their job). Secondly, the lady with the shave head needs more training since she messed up my account and absolutely doesn't know what she was doing the 3 times I interacted with her. How do you change someone's name on their own account to someone else's name? Why did she tell me my storage was canceled, and I find out the next day that it never was, couldn't call to cancel it myself because she changed the name on the account without me asking or telling her to (so "legally" it wasn't my account), had to wait over 1 week for the manager to approve my online move out request that should've already been canceled like the lady said it was. I don't care to say much more outside of my entire experience being below poor. I would never use the uhaul on Eastbrook, and training should be a main priority for the new staff there and any prospective new staff! The staff was friendly but not helpful. My experience would've went with ease if they were helpful. Train the new hire(s)!

Évaluation :

3

My unit was completely dark. Lots of sets of stairs is a pain.

Évaluation :

2

My contents were damaged by some animal.

Évaluation :

4

Kayla Hawley was super helpful. My only issue was that we were given, at first, a unit on the second floor but was not told on the website that this facility doesn't have an elevator. The facility we rented the u-haul from in Hastings Michigan did not have the equipment we requested and neglected to explain that here was an $100 refundable deposit.

Évaluation :

1

To begin we were guaranteed a 20ft truck (the only size that would work for moving to a new state) at a specific location nearby. The day before pick-up we were contacted and told that truck size doesn't exist at the guaranteed location and we could drive to a further location for a 15 ft truck (way too small!) They should've delivered the truck to our location instead of making us drive 3 hours round trip, taking 3 hours out of a workday and losing us that part of a days paycheck and wasting our time and stress. Once we got the truck unloaded and headed to the storage unit we'd pre-registered and that was included free with our one way truck rental, the trouble and headaches kept coming. We were originally given a 10x5 at another facility, but when we got to the unit, it's actual measurements were 5x5, even the worker said that happens, that U-Haul's dimension of storage spaces don't always match the dimensions they advertise them as, he measured it for us for confirmation. We had to call customer service (plus 15 minutes of in hold time) to locate another facility with the size we needed because the store was unable to look it up or call them. We had no way of double-checking with the new facility whether they actually had the unit available in that size, and the worker at the one we were at wasn't able to for us (ridiculous they can't call another store locally to check!). We had to blindly drive to the new facility. Upon arrival, check-in was smoothish. The young man wasn't thorough and missed some things we had to correct for him. Then he sent us to our unit and forgot to come unlock our unit for us so we had to go remind them we were there 30 minutes later to which the guy said he'd forgotten we were there. He didn't warn us of the sticky trap on the floor of the unit or point it out at all so I accidentally stepped on it moving something into the unit and ruined the bottoms of good running shoes. All of this made us late for our rented truck drop off time, and lower on fuel for drop off than we were supposed to be, we wouldn't have been if this hadn't all been wrong. Not only was this a drain on finite fossil fuel resources, it was a waste if our time, adding an additional hour of driving around for U-Haul's mistake. This all also made us so late that we missed a ticketed event and were unable to get a refund. Very dissatisfied with the company and the customer service as a whole for wasting at least 5 hours of our time, energy, and emotions.

Évaluation :

4

The staff was helpful and friendly. I wish you had a cargo elevator. That would make it an excellent experience. I was in 401…which meant tins of stairs.

Évaluation :

5

The Mao design was a little confusing but otherwise the experience has been nothing short of easy and quick

Évaluation :

1

The upper level units with no access to any sort of elevator is something that should be communicated a little more clearly. Moving in and out of 307 was one of the most awful experiences of my life. I am disappointed I had to subject my family and friends who helped me move to such a terrible experience.

Évaluation :

5

The entire staff is amazing! In particular Jeff is a complete master in there.

Évaluation :

2

I will first say that Jeff Walker was excellent in displaying customer service and professionalism. Next the facility is not well maintained and especially the units with the door and hinge coming off the wall, exposure of the unit to the other units, the hallway, and exterior, along with the rodent issue which is evidenced by the rodent poison.

Évaluation :

5

Wanda in Dispatch was awesome getting in contact with an alternate rental location and securing a trailer. She then followed up with a phone call to update date us with her discussions Jacob at the Antioch rental was very helpful in a very stressful time. He went above and beyond to help us find a trailer at the last minute

Évaluation :

3

Overall good experience. The negative is that the climate controlled units are difficult to access and move things without hassling the staff. Also the units are small and had no lighting inside.

Évaluation :

5

Great service! Thank you so much!!

Évaluation :

4

I really appreciate the follow up calls from Lathunder(?) letting me know the status of my unit when my payments fell behind.

Évaluation :

5

thank you.

Évaluation :

3

I was told my first months rent was free but I still was charged and then I wasn't given my cash back from renting the truck. Things did not go as smoothly as they should have been.

Évaluation :

5

The staff is friendly,knowledgeable and efficient. The storage unit was very clean and well maintained.

Évaluation :

5

Excellent service, facilities and wonderful staff.

Évaluation :

5

Great crew at the Centerpointe Mall location!

Évaluation :

5

Great customer service!

Évaluation :

3

Took a hot minute to process the reservation, having the system crash twice on us during check-in. The storage room was also on the third floor, in a nice hot warehouse. Not easy to access.

Évaluation :

5

Great service - speedy, friendly and efficient!

Évaluation :

1

I will never spend another penny with Uhaul

Évaluation :

4

Friendly, professional

Évaluation :

1

Storage room smaller than advertised , price more than posted.

Évaluation :

5

Thanks for your wonderful service

Évaluation :

5

Could your good work🔆

Évaluation :

5

Good place to store your stuff.

Évaluation :

1

Have tried to get assistance on an ongoing fee for a rental unit I did not rent No follow up No call from manager Still not resolved

Évaluation :

3

Communication was less than adequate. Cover put on wrong limiting access to UBox door. Boxes placed in area limiting garage access. Everything inside was safe though.

Évaluation :

3

There is no efficiency with staff there is always long lines in there

Évaluation :

5

none

Évaluation :

1

You're policy of not prorating on final monthly payments and then rerenting the same space is stealing/double dipping.

Évaluation :

2

My only complaint is on the day I moved out of the lockers I was in line in the office/store area behind two other customers for 25 minutes. 20 minutes of which there was no staff at all there.

Évaluation :

2

The storage unit did not have a light in it