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

Évaluation :

2

Improve customer service from employees

Évaluation :

4

I tried using uhaul share to pick up my truck, but the website kept taking me in circles. It was very frustrated with that user experience. Thankfully someone was at the desk and they were able to help. The girl behind the desk was super friendly and helpful and was very quick to get me checked in. The truck I got was old and beaten up and needed an alignment but at the end of the day it moved my stuff and I was happy about that.

Évaluation :

5

The staff were friendly and efficient.

Évaluation :

5

Online pickup prior to opening did not work. I had an 8am pickup that I assumed would be Ok to pick up at 8:30, but the app was not letting me do it. Had to wait til 9am opening to get the rental. kinda frustrating, but check in was fast when they opened. Nice vehicle with lots of features, but the gas gauge extra sticker is over some of the dash notifications so I didn't know why the steering wheel was shaking all the time, but then finally looked over the sticker and could see it was a lane change things. Maybe move the sticker.

Évaluation :

2

The vehicle had random white powder in the center console.

Évaluation :

5

The Kentwood 28th location is the best location always very helpful. I have used them often.

Évaluation :

4

Prompt service delivered as promised

Évaluation :

4

The staff was friendly, knowledgeable, and quick. The truck was loud, not well maintained, and smelled like smoke.

Évaluation :

3

The check in process is painful, the software is glitchy and the mobile process is hit or miss as to whether it works or not

Évaluation :

3

Additional help in the store during busy hours.

Évaluation :

5

none

Évaluation :

5

The woman running the place was the only one there. Nonetheless, she managed to process 3 check-ins and one check-out while I was there, including disconnecting my trailer and manually hauling it to the parking area. I think she needs a raise and some more help. :)

Évaluation :

3

Pay us back for the extra gas left in tank. With the economy the way it is right now it hurt losing that money.

Évaluation :

3

Have someone there to help you so you don't have to wait 20 minutes.

Évaluation :

5

I left a pair of Apple Air Pods in the truck & when I called to see if they had found them they informed me they did and would have them at the front counter for me. Nice to see such an honest staff at this location.

Évaluation :

3

We mentioned our issue of the tail-light to the representative, and unfortunately, they did not have much to say in response.

Évaluation :

5

Allow people to call thee location directly. The automated system is an impediment for customers and gives reason to not use your services.

Évaluation :

4

This location is very busy and the check in process takes too long. This is mostly due to the technology being used. Everyone has trouble scanning their license. The Uhaul employees should be able to take the license and run it through a scanner. Texting links for custumors to open and do their own licenses is too slow.

Évaluation :

3

Trucks break lights didn't work.

Évaluation :

2

Understaffed, busy, and took a very long time to get my equipment

Évaluation :

5

Don't be nervous! UHaul makes everything simple & easy to follow and understand

Évaluation :

5

Great people. Had some issues at beginning. Would be nice is employee walked through everything rather than on an app. What happens if you don't carry a smart phone.

Évaluation :

1

Have a trailer for us. We reserved a trailer and after driving 2 and 1/2 hours to pick it up, we were told they didn't have one for us.

Évaluation :

1

Manager was rude and informing customers of equipment very satisfactory

Évaluation :

2

The vehicle was very dirty and did not run well. The total move took 14 miles but we were charged for more than that. Could have been a minimum but that was never explained. I was told by the attendant (who was very nice and is not subject to this review)) that the tank needed to be filled to half upon return. Either the gas gauge was broken or this was the least efficient vehicle in the fleet as 10 gallons of gas (I retained copies of the receipts) did not move the gauge after driving only the referenced and documented 14 miles. Will be utilizing other choices in the future and advising those I know to do the same. Will separately contest the excess charges.

Évaluation :

3

Desk service was impolite

Évaluation :

4

Front desk is rude and not very friendly at all

Évaluation :

1

The truck was in dire need of repairs.

Évaluation :

5

They are amazing at this location. The women here have it under control! They are so efficient and kind. Initially was going to rent at Lowell which is supposedly self serve? You have to schedule a separate time and location to have your wiring checked. After spending over a half hour on the phone with dispatch and then told that someone will call me I decided to go to 28th street. They fixed me up in no time and cancelled my other reservations.

Évaluation :

2

Don't tell them to use the app, only to make them walk back and forth from the truck lot to the front desk twice because the staff don't explain that the keys are at the front desk. So they made me walk back and forth 3 times.

Évaluation :

5

Excellent service à la clientèle

Évaluation :

1

I reserved a 15' truck but when I went to pickup only a 20' truck was available. I had to take it because I had to get going with my move. This was on a Sunday so they didn't open until 9am. My pickup time was 7am.

Évaluation :

5

I received great service at this location, friendly and fast.

Évaluation :

5

The process through the app was very easy and the staff was super friendly even with all of my questions!

Évaluation :

4

Giving customer equipment that is in better condition

Évaluation :

5

There is often a long line to return, particularly at the end of the day. Easily an hour wait, because there are not enough staff. So I would advise either renting elsewhere, or returning before 3pm.

Évaluation :

5

Very professional, fast and caring.

Évaluation :

5

Staff is very friendly and helpful! I rented a newer van and the gas cap is located right outside the drivers door, which is not common so maybe should be explained to customers how to locate it before renting to them. Had an issue with van door not closing but the lady at the front desk quickly helped me solve it. The only issue i had was the location of the place. its very hard to get in/out of the place due to traffic but that's obviously something that cant be fixed!

Évaluation :

3

Staff was very helpful. Rental experience was very good. Very busy,busy location. But not that big of a deal. Would go there again if necessary.

Évaluation :

5

So efficient it made the experience great.

Évaluation :

4

The truck bed was full of mud and mud all up the back of the truck. It was a brand new vehicle and should've been cleaned before re-renting it out. It also was only on 1/4 tank of gas. It would be nice to at least send someone out with more gas. Staff were very helpful and nice.

Évaluation :

3

The worker who saw us parking was dismissive and didn't explain well that we could trust him to make sure the rental was processed differently than we had been told previously. It was confusing. Also there was a long line of vehicles blocking the exit.

Évaluation :

5

The employee who checked me in and out was outstanding. Efficient, calm, and pleasant under pressure. Give her a raise

Évaluation :

1

After an hour on the phone trying to correct the reservation error on the day I rented, I was told it would be fixed. When I turned in the vehicle, not only was my invoice incorrect, the wrong charges were not removed as I was informed they would be. Lastly, was told nothing can be done because the manager is in vacation. My invoice was 3 instead of 2 days and wrongly had CDW still on it. So frustrating!!!

Évaluation :

3

Have trucks filled with gas. Service people need to slow down explanation of things. They had an attitude of indifference !!!

Évaluation :

1

Check engine light was on. Why would you rent out a vehicle that smelt like it came from a farm and the employee new about it. It was like they didn't care. I will never rent from this site again or recommend it to anyone else.

Évaluation :

3

I specifically called ahead of time to make sure I could take the trailer with my VW Jetta and pull it up to Howard City and hook it on my Dodge dually since the 28th street location is on my way home from work and the answer was yes. Once I got to the 28th street location to pick up the trailer I was told they wouldn't alow the trailer to be switched to a different vehicle. I tried to explain what I was told the lady but she kept interrupting me. I had to ask her to listen to me. Then I had to go after the dually and make it back to G.R. before closing. 2 hours of my time. I was frustrated

Évaluation :

1

Poor customer service. Overall, they lack common sense, especially Courtney.

Évaluation :

2

Truck was dirty with debris in the back area and cab. Two wheel truck was rolling around lose in the back. Truck was noisy and just gobbled gas and all i moved was a very light aluminum boat bimini frame. UHaul - how you have slipped over the years!

Évaluation :

4

Nothing for this dealer but U-Haul in Grand rapids itself needs more 4x8 enclosed trailers so I do not have to hunt around for one.

Évaluation :

4

Not enough parking in front of the building. Staff was very friendly and efficient.

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