Customer Reviews for U-Haul Moving & Storage of St Albans

Évaluation :

5

Had brakes and lights put on my Escape, to be able to pull RV. They did it all and they work great They also got us in a day earlier then our appt. because of a cancellation. Thank You .

Évaluation :

4

More help at the desk would be great during peak times.

Évaluation :

5

Always top notch service

Évaluation :

1

I rented the unit only because it was free with a truck. I was called the following week about the unit and told them to cancel it. Only to be called about it 4 more time and I'm still receiving calls and texts about the unit wanting payment. Your customer service is poor and unorganized. I wouldn't use you or recommend you again.

Évaluation :

3

Notify the customer by phone once the installation is complete. I made multiple phone calls without being able to reach the store where the installation was completed without success. After driving to the store I was informed that the vehicle had been ready for 3-4 hours and received no explanation as to why I wasn't notified.

Évaluation :

2

Truck cab was filthy inside. It was not vacuumed. It looked like animal fur and lint on the seats. Also it smelled like cigarette smoke. There was a broke down box left behind the seat. No one went over what kind of gas to put in vehicle or operation of the vehicle. The camera was blocked in the return area where it says to stay in your vehicle and someone will come out. I sit for a while waiting and had to go in to find someone. Then they said their camera was blocked.

Évaluation :

3

Need a key drop box that will allow cargo van keys to fit in. Could not drop the in the drop box as slot was not wide enough for the key remote.

Évaluation :

4

The young man that helped me was very courteous and helpful.

Évaluation :

5

The facility was super clean and the staff were very accommodating and helpful. I wasn't sure about having a storage unit on an upper level floor, but the way they have it set up is really nice. The only thing I wish they could change is to have more than one vehicle in the "bay" area so that more people can have closer access at a time.

Évaluation :

5

Very helpful and friendly staff.

Évaluation :

5

Had a bit of a challenge finding location because there were 3 different U-Haul signs in 3 different locations on Rt. 60.

Évaluation :

5

My appointment said the lock was included but they had me pay for one ? Can I get a refund for the lock please.

Évaluation :

5

How can I pay for two days for something and return it the same day and still pay full price? Not very fair.

Évaluation :

5

Hire more counter help. Even on a Sunday late afternoon there were multiple customers and only one behind the counter. The employee was helpful and in good spirits.

Évaluation :

5

The employees there keep me using this location!

Évaluation :

4

The reason I said I would not recommend this business is two reasons. Patrick was very nice. I also had an encounter with another worker. I asked him would it be trouble for me to rent a UHAUL truck on a different day and still get the first month free. He responded with "ya kinda" so I asked Patrick and he told me to get in touch with him and he would help me when I'm ready to rent a truck. My issue is the I have to be out of my other storage unit on the 9th and my apartment on the 30th. He was very understanding. The facility itself was very clean and security measures were impressive. The other thing that bothered me some is that the price of the unit said 129 $. Then when I went to pay it was 139 $PLUS tax. I don't know why it was 139 $it was not explained, instead of the 129 $and I have never seen tax on a storage unit. It is short term so I just went with it and Patrick was actually really nice and helpful, the other was just kinda ok.

Évaluation :

4

Customer service person was very nice and helpful. He was very knowledgeable. Another woman there was unable to assist me and referred me to him. All I was doing was picking up my rental, so suggestion for improvement is to train all personnel to assist with basic customer requests.

Évaluation :

5

They did an awesome job with my hitch installed

Évaluation :

5

I have never had a bad experience here both renting trucks and utilizing location for storage is the best in Charleston West Virginia

Évaluation :

4

Great experience overall.

Évaluation :

4

Only one gentleman was working he needs help But unable to find any. He did not even have time to eat his sandwich but he handled the stress very well and he was very helpful be so busy.

Évaluation :

3

This was by far the dirtiest least maintained rental truck I've ever gotten. It was absolutely filthy and smelled like urine.

Évaluation :

2

Charged for a dolly we didn't receive , made several attempts to call the store back no answer .

Évaluation :

5

The truck had major issues while driving. It would skip and made me question whether I was safety traveling.

Évaluation :

2

I ordered a dolly and furniture dollies with my truck. Reserved it all a week early so I would have them. I get there to get the truck and they have zero dollies or furniture dollies. This caused me to have to spend 200$ to get some because your incompetence doesn't respect the reservations of your customers. Unacceptable.

Évaluation :

2

Rating below average because the truck was not available for pick at 7:00

Évaluation :

5

Tyler was a great help!

Évaluation :

3

Make sure equipment is ready and safe for transport lug nuts were loose tires were way below air pressure specifications

Évaluation :

4

Tyler helped me check in and was very informative and professional. However the double sliding doors were not open during business hours on Sunday and were locked again during business hours when we returned. We had to off load thru the single door that sticks and jams so it took twice as long for today's process.

Évaluation :

5

The young man that helped me was training someone. He did a wonderful job. He assisted us quickly while still do training. He was friendly and had a good sense of humor. As an HR Manager I wanted to let you know what a great employee you have!

Évaluation :

3

Move in did not go as it said it would; it took much longer than expected and there was no lock provided in the unit as it had said.

Évaluation :

3

I was charged for 3 days rental and only had the trailer for a few minutes over 1 day. I tried sending email to link with receipt but it comes back undeliverable.

Évaluation :

1

The overall experience I had with U-Haul on my last truck and storage rental, has essentially made it that I likely won't be doing anymore business with U-Haul, especially since I was charged for an unsafe truck, well I'm sorry they discounted me 14 $for a truck with ZERO RIGHT SIDE VISION, and I only used 1 week of storage and they billed me 140 $not to mention I used to store for just 90 $for same unit, and they refused to honor that price. When I stored for over 2 years in Johnson City, TN. I even brought in pictures, showing. The rate at my previous U-Haul facility. They still refused. So thanks to this facility U-Haul will no longer be receiving any of my business and over the years I have spent over 6k with U-Haul, and U-Haul will no longer receive a penny I'll just spend the extra money with Penske or most likely Budget, since budget is about the same cost as you guys. But I am HIGHLY disappointed with U-Haul and my entire experience. Not to mention I showed up to pick up a truck that was supposed to be ready at 6am, it wasn't I then spent 45 mins with a 5 year old with me to get the truck, because he was looking forward to riding in the truck in his car seat. Well that did not happen, I spent nearly 2 1/2 hours till almost 8;30am trying to get the truck, only to finally figure out there was NO TRUCK FOR ME, the keys wasn't even available for me. And I wasn't able to get a truck till 9:30/9:45, AND THEN THE TRUCK has ZERO RIGHT SIDE VISION, which I found out AT NIGHT, yay, and they refused to get it fixed, I mean they gave me 14 $off my rental for a DEFECTIVE TRUCK. DON'T USE U-HAUL AND ESPECIALLY DON'T USE THIS LOCATION, THEY ARE THE WORST PEOPLE I HAVE EVER DEALT WITH INSIDE OF UHAUL.

Évaluation :

5

Excellent staff

Évaluation :

5

Area under the seats was not thoroughly cleaned

Évaluation :

3

This is not my first time renting a storage unit, so I know to bring a broom with me - and I'm thankful I did...due to the amount of dirt and bugs in it. That wasn't TOO big of a deal for me...but I definitely will lay something down when putting boxes, large mirrors/decor, etc. on the floor. Granted, I don't expect it to be a sanitized haven by any means, and I appreciated the sticky mouse pad, but I'm terrified of mice and I hope I can call the desk for removal if I were to ever find one because I'll have a panic attack. The only reason I rated this as an average experience is because someone who worked there (thank God it wasn't after hours or I'd be screwed), had to come and jerk the door open after swiping my card. I tried at least 20 times after having to sign in/out, then going to the other key login to open the door. Also, I received a free lock with 10x10 unit and was told it'd be in my unit when I arrived - but it was not... (again, thank God it wasn't after hours). Overall, my space is in a great location and it was overall clean...just maybe needed a quick sweep for new customers.

Évaluation :

3

actually clean and check out the condition of the trucks before you rent it out

Évaluation :

4

Key return box slot not large enough to fit key with fob built in

Évaluation :

4

They could answer their phone. It ALWAYS goes to 800 number, then hold for 10 mins. You can NEVER speak to a human for at least 10 mins. Had to get regional managers office and call them.

Évaluation :

3

I am very upset with using the mobile service to check out the uhaul. The uhaul was not where it stated. It took us 15 minutes walking around two different building and parking lot areas before we found the uhaul that was ours. Picture said it was in the garage and it wasn't. Then once we went in to get the key, we couldn't just go in and grab it. There was a wait line we had to go through for it as well. The rep took forever assisting us and by the time it was all said and done, it took us a total of 48 minutes to get the uhaul which was deducted from our total time. I didn't think that was fair when it wasn't our fault. So yeah, I'm pretty irritated about that. Drop off was good but the fact that I found out that we had to fill up the gas tank (1/2 way) and pay for the miles isn't right. Federal miles business is 0,78 a mile and uhaul overcharges for 0,99 a mile. It's your business so it is what it is. But then we have to pay for gas in addition…. It's upsetting to say the least.

Évaluation :

4

Maybe check and make sure the dollies and blankets are in the truck before customers pick up trucks. We had to call friends to borrow dollies and use our quilts to cover good furniture. The truck was very clean in the cab and in the back. It would have taken 2 hours to go back and get what needed. Hour there and an hour b ask. But we made the best of what we had.

Évaluation :

5

Orgasmic

Évaluation :

5

Excellent service

Évaluation :

5

This is not the closest location to me but it was very clean and crew was very friendly and helpful. I will use this location again even though it is not the closest.

Évaluation :

5

Great customer service!!!!!

Évaluation :

5

Everything went as planned....great people...answered all questions...truck was easy to drive ...good mileage for a truck!

Évaluation :

1

This review isn't for the St. Albans location as that was not our scheduled "pick up" location. We were scheduled to pick up the truck in downtown Charleston. When we got there, the keys to the UHaul did not match, so we had to go to another location. I do not blame the associate personally, but as a whole this is completely unacceptable. This pushed our move back hours and was a huge inconvenience. The 50 $"refund" for the pick up guarantee did not quite cut it when you figure the amount of time we were set back, the hassle of having to drive to another location, and just the stress of dealing with everything. St. Albans was great.

Évaluation :

5

The truck had a broken mirror on the right side. Cab could have been cleaner. There was melted chocolate in the cup holders.

Évaluation :

3

The UHaul App required for my truck return was cumbersome and difficult to operate at the end of a strenuous move. The major hurdles I had to go through to drop this vehicle off after hours was WAY TOO DIFFICULT to orchestrate on my small cell phone in glaring sunlight. Please make this process simpler!

Évaluation :

5

Patrick and his team went above and beyond so many times is was hard to keep track of. They assisted me with my u-boxes, storages and truck rentals with grace all while being an extremely busy location. I highly recommend driving from anywhere in the Charleston area to deal exclusively with Patrick and team he is building at this location.

Évaluation :

3

The truck was dirty and the wipers were bad blades The truck road walked all over the power strearing pump was making noise Over all was not pleased with the truck

Évaluation :

5

Everyone was nice and very helpful

Évaluation :

5

Excellent customer service at this location. They checked my car hitch and helped in a purchase of a mount/ball. The day of the pickup they took the time to replace the screw cap on the trailer with a new cap to ensure we had no problems during our trip.

Évaluation :

5

This is the best site that Uhaul has in the Kanawha Valley for service. I will only go to this store from now on. Merci.

Évaluation :

3

The young man who was working at this location was all alone with a bunch of customers. My heart went out to him. He gave us exceptional customer service even though he was clearly being stretched to the limits. My 'average' rating is due to the fact this location was understaffed (no fault to the young man who helped us).

Évaluation :

1

Terrible vehicle was filthy, passenger seatbelt hardly worked, had it 3 hours, and drove it 15 miles and then they claimed it needed 2 gallons of gas and charged 10 $more dollars or it.

Évaluation :

5

Windshield was dirty nasty it had some kind of pop or something on the inside but everything was great and I guy was very helpful and nice

Évaluation :

1

My reservation was made 10 days prior to when I picked it up. I got a phone call the day before I was supposed to pick it up asking if I still planned to be there and what time. After deciding on 3:30 pm the sales person said I was all set. Upon showing up to pick up my truck I was told they did not have it because my reservation time had been set for 3:30 am by the associate. I had to get a 20 foot truck which required multiple trips that would have been avoided had I gotten the 26 foot truck I had reserved.

Évaluation :

5

U-haul met our moving needs and the two moving helper guys were excellent!

Évaluation :

4

Inside if truck was dirty. Dirt in the floor board and what appears to be a sugary drink splashed in the dash and windshield.

Évaluation :

5

The only problem I have is trying to enter the info when returning truck after hours. I can never get thru it and then I try calling uhaul and the wait time is terrible. But this location was great!

Évaluation :

1

Our vehicle fell off of the Dolly! The straps on it were broken, causing us to have to purchase our own ratchet straps to hold it in place.

Évaluation :

5

Great staff, service and facility!

Évaluation :

5

the uhaul leaked during our move, and all of our contents were SOAKED. The staff wouldn't have known unless someone told them OR experienced Rain during evaluation.

Évaluation :

5

Your people are the reason for your success

Évaluation :

5

Derick was courteous, knowledgeable and helpful

Évaluation :

4

The accommodations were excellent.

Évaluation :

3

I would have rated you above average, but I had trouble getting my account straightened out. I was locked out of my unit even after my account was updated. I paid my bill on line and it took a week to get it credited to my account

Évaluation :

1

This was the worst experience I have ever gone through with any company. 75 $+ for a glorified closet space. Poor customer service, no follow up, no attempt to help resolve the problems we were faced with, no contact person to deal with problems after hours, endless HOURS wasted sitting on hold trying to resolve issues, not to mention the HORRIBLE MUSIC you are forced to listen to while sitting on hold. No lock provided like stated. The WORST EXPERIENCE OF MY LIFE!!!!

Évaluation :

1

They tried to lock me out of my storage unit even though I was not late on payment or anything. Patrick Holley needs to take some customer service classes because his customer service sucks!! He talks about old employees and drags their name through the dirt which is completely unacceptable! Every time I was in there no one was wearing a mask and I even over heard Patrick telling another employee how he was in contact with someone with COVID. This is completely unacceptable and appalling. Get better employees who know what they're doing and won't talk bad about employees!

Évaluation :

3

There was suppose to be a free lock with my unit that i never received so i had to go out and buy a lock on short notice now they are calling me telling me i need a different type of lock and i have tried to call them to get it sorted out and get my free lock but i can never get an answer

Évaluation :

5

Nice clean and secure storage.

Évaluation :

5

Great Staff at St Albans WV uhaul!! Very helpful polite and left nothing unanswered! The property and business was incredibly clean! Great job uhaul!!

Évaluation :

5

My experience with Uhaul storage was excellent all around. The only problem I ever had was getting through when calling. Wait time was always long, and sometimes never transferred. But as for the office and storage facilities - second to none! Très professionnel et serviable! Highly recommend! Thank you!

Évaluation :

5

If you call Uhaul of saint Albans there is no option to speak to someone!!!!!! There needs to be an option to speak to someone!!!!!!

Évaluation :

5

Merci.

Évaluation :

5

Rented a unit for 4 years and had no problem but when I rented the uhaul I was very upset at the way they handled it!

Évaluation :

5

The guys working the evening shift on 02/10/2021 were fantastic and went above and beyond to help me out.

Évaluation :

5

Great staff and speedy service. Thanks!! Wound recommend!!

Évaluation :

5

I liked my storage unit being inside and it was easy to access after hours when necessary.

Évaluation :

5

They were a pleasure to deal with...very helpful and very courteous.

Évaluation :

4

Everything went smooth or the move in.

Évaluation :

5

The check in process was as pleasant and easy as could possibly be. A great experience

Évaluation :

5

Austin letting us get our things out of our U-HAUL was the first break we had all summer. He was a blessing and can't thank him enough. Only complaint I have is that when signing up a new customer for storage rental the times and upgrades should be gone over and just the whole how to should be explained more thoroughly. Just my opinion tho. The day we moved out of the rental they were very busy and another employee took the time to help my husband and I lift a few heavy items and was very helpful. Thank you to all the St.Albans staff !

Évaluation :

5

Very helpful staff

Évaluation :

5

Austin Dorsey was very professional, quick and a huge asset To Uhaul. I hope I get to work with Austin anytime I need anything from uhaul.

Évaluation :

5

I can't say how great full I am for Austin and the rest of the St. Albans store. There compassion and understanding has had a tremendous impact for my family. I highly recommend this store and company.

Évaluation :

2

The rental center was understaffed. I tried to contact the center by phone before moving from out of state but could never get through the automated phone system. There is only room to off load one truck at a time. There were several waiting to to off load a truck. While the center is new and very clean it is inefficient. Reservations or appointments to open new rental of storage lockers could alleviate this problem.

Évaluation :

5

Thank you for the excellent storage rental experience today, and I'll expect to continue renting for a year or so. Of all the U-Haul facilities in several states I've had the pleasure to rent trucks & storage from, yours ranks stellar - highest on the list for available space and cleanliness, and consistently good service from Uhaul - my choice in moving and now also in storage. Could you please do me the favor of changing my address: from 649 Scary Creek Rd, which is my landlady's address, to 764 Scary Creek or PO Box 123, Hamlin, WV 25523 - which is my address. Thanks & stay safe during the global pandemic. Nicolette DuBois Unit 3058

Évaluation :

5

Great large clean and comfortable indoor facility. Security is top notch.

Évaluation :

5

Martha Dixon and Austin were very friendly and helpful with the process of renting a uhaul truck and the storage unit.

Évaluation :

5

Very easy process, friendly staff, super clean units

Évaluation :

4

Facility was very clean

Évaluation :

5

Great experience! Patrick was very knowledgeable and helpful. He had our car unloaded in no time and had us set up with the perfect storage unit for all of our belongings.

Évaluation :

5

Straightforward and stress free

Évaluation :

5

Extremely knowledgeable & helpful.

Évaluation :

5

Seemed very knowledgeable and very professional.

Évaluation :

4

Friendly staff. Helpful and took care of our needs.

Évaluation :

5

Excellent customer service. He walked me through the security steps to get to my floor/storage unit. Very helpful.

Évaluation :

5

The Representative that assisted me was very knowledgeable and courteous. He made my experience quick and easy.