Customer Reviews for U-Haul Moving & Storage of W Towne

Évaluation :

5

Picking up the truck was slow, long line, one employee who was very good but the other person overslept and was not there yet. Very busy weekend because of college move-in/move-out...should have extra staff on such a busy weekend.

Évaluation :

5

Great service here and at the Waunakee Wi location. We were to pick up the trailer in Waunakee and they did not have a trailer for us… they went above and beyond to find us a trailer at a different location.

Évaluation :

4

Thank you for allowing me to extend my reservation without too much trouble and having a relatively short phone wait time!

Évaluation :

1

When offering the insurance, advise customers about the deductible that will be charged if property is damaged beforehand, instead of saying it's a full waiver, make your fine print big enough to actually read for the vision impaired

Évaluation :

5

Seamless and simple, thanks!

Évaluation :

5

The difference between pickup and drop off was night and day. Customer service at this location was exceptional.

Évaluation :

2

Person we worked with was nice but didn't follow through with what he promised us. Never checked my truck in.

Évaluation :

3

Check in was very good, but they were lacking help on the return and it took a long time. I had to unload the trailer myself, and it was the largest (and heaviest) one you have.

Évaluation :

1

Location was fine and the attendant was great; however, I originally rented the van online and received email confirmation that I could pickup the van in Cross Plains, WI. When I arrived at the Cross Plains facility, they informed me they did not have my order and they told me the rental was located at 522 W. Platte Dr, Madison, WI - or about 20 miles away. I was not told by U-Haul of this reservation change. The change resulted in significant alterations to my schedule and plans. I am very disappointed in my experience and will do everything I can to not rent from U-Haul again in the future. I will be sure to tell my friends of my disappointing experience.

Évaluation :

4

Hire more staff to improve wait times. I was there on time to pick up my truck but due to the line, by the time I got up to the counter, it already used 40 minutes of my time with the truck which didn't get add up to my truck usage time. Great staff though.

Évaluation :

3

Reserved online. reply e mail said I would be contacted by a uhaul rep with details. Never received this follow up. A few days prior to pick up date, I followed up myself only to find that the requested dealer had been changed. I never would have known this if I had not checked myself.

Évaluation :

5

Easy to locate, friendly staff

Évaluation :

5

Make sure the U Haul on Clarity St in Verona, WI is open and available during their posted hours. I give them no stars for their failure to be open during their posted hours, which resulted in my reservation not being honored and my renting from the Platte Drive location at the last minute. My thanks to Platte Drive--these guys have it together!

Évaluation :

5

Everyone I dealt with was awesome. I even changed my pickup time and it went flawlessly.

Évaluation :

1

I was double charged. I was quoted for $56 and ended up getting charged $112 with no explanation.

Évaluation :

4

Dustin was incredibly helpful in helping me out with a question about the truck and signing out of my storage unit.

Évaluation :

1

I rented a cargo van from Uhaul recently for my moving. The rental starts at 6 am on July 31st, 2022. I chose the mobile pickup option because I needed to vacate my unit before 12 pm that day so I could not wait until the Uhaul store opens. I arrived at the pickup location before 7 am on 31st, but was surprised to notice that I could not find the "pick up my truck" button in my application, which was shown in the step-by-step tutorial displayed on the Uhaul website. I tried both the website and the application, but could not find where to start the pickup process. The customer service line was also extremely busy and I could not get a callback within 30 minutes (it was even funnier that when I got the callback 30 minutes later, no human representative was on the line - only an artificial system that kept telling me it could not get anyone to help me). I had no choice but to go back to my apartment and to continue to clean my unit. My trip to the pickup location wasted me more than 30 minutes. Can you imagine the feeling that you are right in front of your van but have no way to pick it up? I had to go back to the pickup location at 10 am that day, when I finally got a callback from a representative. It was only after she reset the pickup time that I could finally see the "start the pickup" button in the application. I chose the mobile pickup option to save time, but all it did was to waste my precious time on the moving-out day. The advertisement on the website features the quickness of the mobile pickup, which was hilarious because it did totally the opposite on me. Because of this issue, I could not empty the unit on time so I had to return the keys late. I am very upset about this and therefore would not recommend Uhaul to anyone around me.

Évaluation :

5

After returning home, my daughter thought she had forgotten a book in the truck (it turns out she had not). I tried to phone the agency but it was close to impossible to reach anyone. Just menus, after menus. Why can't there be a direct line to the agency?

Évaluation :

1

Got charged for fuel when I returned the vehicle with more gas than it left with

Évaluation :

1

Was told that gas had to be between 1/4 and 1/2 tank at drop off, they then charged us for it. Didn't do a walk around with me either so couldn't discuss this, just got an email and my CC charged. Annoyed.

Évaluation :

3

I gave them all my information the day before so the person picking up the Uhaul wouldn't have to pay out of pocket. When he got there the next day, they said they didn't have any of my information on file and made him redo it all + pay with his own money.

Évaluation :

1

My reservation to pick up the van was changed without notifying me until I got to the service desk at the location on my reservation. I had to drive extra time to find the new place . When I got there the Manager that checked me in was extremely rude!!! I won't be using this location in the future.

Évaluation :

5

It was easy to get a truck and return it. The best part was the UHaul employees! They were courteous and kind and made it a painless experience. The gentleman who checked us out was even willing to take our photo when we asked even though he was busy and working alone. Another plus of this location is all the moving supplies! They have everything for moving! Merci!

Évaluation :

5

Check-in and check-out were quick and friendly, all charges were explained.

Évaluation :

4

Having U-haul keep its original commitments for time and location of rentals

Évaluation :

3

The employees were fairly abrupt with us and the signage to know where to park was hard to see. Updated signage would be helpful!

Évaluation :

5

Very easy and truck worked as expected!

Évaluation :

5

The staff was very knowledgeable and helpful

Évaluation :

5

As always, clean and efficient facility!

Évaluation :

4

There was only one guy working there but he did a great job and was a pleasure to work with, definitely deserves a raise.

Évaluation :

5

Great service and explanations about access

Évaluation :

4

The general manager assisted me. Did not get his name. I know this is busy and stressful time for your business. But he was abrupt and not real friendly. Smile, man!

Évaluation :

4

Guy behind the counter was pretty rude to where I wish we would've went to a different location.

Évaluation :

2

Make sure the gas tank is all the way full. I had to put in way too much gas as it was below the line I had to keep it above when I picked it up. Had to spend $33 on gas.

Évaluation :

4

When someone reserves a trailer 2 months in advance you should have that trailer available. When I reserved mine you told me it would not be available. But when I went to get the one you gave me there was 2 of the ones I wanted there. When I returned 9 days later they were still there. Not available my ass you just wanted the extra $40 that I was charged.

Évaluation :

1

This location will nickel and dime you. I returned a clean truck with the same gas I had at pickup and they charged me 30 bucks for gas and cleaning. What hacks

Évaluation :

1

I dropped off the truck and the manager checked it in (moved the truck, checked in the back), and told me I was good to leave. After the fact, I received a bill for 2 gallons of gas and a cleaning fee. I cleaned the truck, and left the needle at exactly where I had picked it up.

Évaluation :

5

Great customer service! Thank you!

Évaluation :

5

Customer Service was outstanding

Évaluation :

5

The man who helped me was super nice and made every step of the process clear. Excellent service.

Évaluation :

5

Easy in and out. Great service:))

Évaluation :

5

The young person that helped me at this location on Sunday was remarkable. Very patient and kind. Went above and beyond customer service. Even continued to wait on me after closing time. Javier is an amazing employee and I truly appreciate all he did for me on Sunday!

Évaluation :

1

General manager was apathetic to the point of outright rudeness. Very abrasive and dismissive. Have used this location several times, always with excellent interactions with other staff but this was very different. Without apology, I was told that there were was not a dolly left for me to use, even though I had reserved it days earlier. Okay he. I asked how I was supposed to move without one, the general manager sarcastically replied “lots of people move without one.” When I asked if there was another relocation that had a dolly I could use, he was dismissive and unhelpful. I had to ultimately stop at Home Depot to purchase a dolly on my own. Then upon return, the same general manager was present. During drop off, he looked in the cab and in the back of the truck, without comment. I asked if there was anything I needed to sign, and he replied no. I was then surprised later that day when I had a $150 “cleaning fee” added to my bill. The manager did not tell me that prior, nor did he comment on the condition of the truck (which was spotless). In fact, when my fiancé was picking a few loose leaves out of the cab if the truck, the manager told her “don't worry about it”. Which were basically the only words he said the entire interaction. I will be disputing these additional charges. I cannot express how disappointed I am in this experience, especially since this location was my go-to rental location. I will not be returning to this location due to this terrible customer experience.

Évaluation :

5

Fantastic customer service by the people at this location.

Évaluation :

5

Everyone was nice, helpful, and respectful. The price was good for the storages size, but I think that due to the COVID situation UHAUL should offer a big discount to homeless people for at least three months. Thanks 

Évaluation :

2

Took terribly long to pick up and no explanation on which vehicle was the one being rented. On top of that they forgot mattress bags after stating it twice.

Évaluation :

5

Fast friendly and efficient service.

Évaluation :

1

Worst experience we have ever had . And I have Used this service for every move. Ensure your employees are communicating with one another and not misinforming customers to where they are losing over a hundred dollars in service when they return a U-Haul two days early

Évaluation :

5

Beardy guy was a delight

Évaluation :

5

U-HAUL agent was fast, efficient and seemed to have my best interests in mind. He treated me as a repeat customer who had done this before, which speeded up the rental. Drop-off afterward was amazingly fast and uncomplicated. Kudos to that agent!

Évaluation :

2

The general manager of the W Platte Dr location in Madison, WI was rude and dismissive. Upon dropping off the rental truck, he was overtly condescending when he stated, "You can go." In my past experience with the Atlas Ct in Madison, WI, I found the employees to be helpful and amicable. I will not be recommending the W Platte Dr location to anyone.

Évaluation :

1

Service was terrible. Storage size arent worth it

Évaluation :

4

Equipment could have been cleaner; especially the windshield. The driver door was damaged / needed to be constantly slammed to close properly and drive without dash warnings, but the engine, transmission, a/c all worked flawlessly. Attendant was helpful and courteous. Got the job done!

Évaluation :

4

T

Évaluation :

1

Arrived to find a lone employee smoking cigarettes out in front of the building. Said that they were closed, wouldn't check me in. I asked about the fees to just leave it and he said, "probably not". The next morning I got hit with a fuel charge that was incorrect. Tried to contact the GM at that location to get that fixed and haven't heard back. Seems pretty egregious to charge me when I brought everything back early in equal condition and with considerably more gas (when I picked it up it was on E). These people are nothing but a bunch of no good fucking crooks. May the bites of a million pubic lice infest them from now until time eternal.

Évaluation :

1

Arrived to find a lone employee smoking cigarettes out in front of the building. Said that they were closed, wouldn't check me in. I asked about the fees to just leave it and he said, "probably not". The next morning I got hit with a fuel charge that was incorrect. Tried to contact the GM at that location to get that fixed and haven't heard back. Seems pretty egregious to charge me when I brought everything back early in equal condition and with considerably more gas. These people are nothing but a bunch of no good fucking crooks.

Évaluation :

5

Everything perfect

Évaluation :

2

Truck not clean. Took to long to check out/in. Charged $20 for for after hours return even though truck was returned at 4:00 and store was open.

Évaluation :

3

Poor service. 1. When I returned the vehicle, the service person was playing his smart phone, and did not even raise his head when I asked him questions. 2. I was charged an after hour service fee, but I did return the vehicle by close of business. I had to call the service to get refund.

Évaluation :

1

My rental was not ready for pickup when I arrived. The truck I finally was given was parked in by multiple other trucks. Took over an hour to leave from my scheduled pick up time. There was no dolly that I ordered in the truck. There was an open water bottle left inside the truck.

Évaluation :

4

Great customer service for our last minute request!

Évaluation :

1

I dropped it off myself and did self check in how can i review the place? It was crowded with trucks and hard to find a place to park as the whole drop off 2 lanes were already full! I also had to scan and take a bunch of pictures to check myself out, I guess this location has no employees who uhaul would pay to do that work? So i would down grade them for that… if i worked for uhaul k guess i would have liked a discount since i did the whole mileage, gas and photo evidence for them!

Évaluation :

5

We had an excellent experience. The only inconvenience was that our storage unit didn't have a light.

Évaluation :

3

The storage facility is connected to the office by a security door that was opened so I went through but Uhaul person said we can't go through that door and you must walk around the building to come to office. Terrible customer service.

Évaluation :

4

I ran into some difficulties with one of the rental trucks I lost the key. They were Kind and understanding about the situation and work with me. Thank you Uhaul. It is a pleasure doing business with you.

Évaluation :

3

Had no small storage units on first floor. Had no elevator (isn't this a violation of the ADA?) Had no roll-up doors. Site seemed somewhat run down.

Évaluation :

5

The storage unit that I had reserved at a different UHaul location was unfortunately not available when I arrived, but the representative talked to the W Towne location and Morgan was able to get me 2 units. Morgan was extremely professional and accommodating to my situation.

Évaluation :

5

Very smooth operation! Thank you.

Évaluation :

5

The staff were professional and helpful.

Évaluation :

1

I made a reservation online for a storage unit. Before we left St. Louis to drive the U-Haul truck to Madison Wisconsin to put things in storage for a couple of months for my daughter I confirmed that the reservation was there online and all set. When we actually got to the U-Haul location, we were told that there was no unit available in the size that I had reserved. We were told that the reservation was not really a reservation. Fortunately we were able to divideThings between a smaller unit and we were able to find someone we knew in Madison to let us put things in their house. If it is not really a reservation it should not be advertised as such. Or they should have an option to pay money upfront to actually reserve the unit.

Évaluation :

1

Everything was great until I moved out and process was done. Then you filled out my information wrong for my unit that I have left in March and had a lien on me for not paying for April and May. I was gone at that point, pick up the phone and figure it out don't screw me over after I paid on time every month with out issue and left my unit clean.

Évaluation :

4

The only negative was that the price kept going up every year, so I took off a star. And they did not pro-rate the rent when I moved out before the end of the monthly rental period.

Évaluation :

5

Store manager, Morgan was very helpful and ensured I had what I needed.

Évaluation :

4

The only problem of late has been auto billing, and change of address, etc. that apparently did not get saved/recorded in the system.

Évaluation :

4

For the first number of months there was just one garbage receptacle outside and it was always overflowing with trash. The last two times I was there I notice a larger dumpster that held more garbage. That's the only reason I didn't give an Excellent rating, took a long time to fix the problem.

Évaluation :

3

Counter person came into work hour late to open Other counter person was excellent on Sunday 10/4 Facility was rough in terms of cleanliness but good on another day

Évaluation :

5

Staff is very helpful, nice and knowledgeable. Great place for storing and supplies.

Évaluation :

5

Thank UHAUL and Gen. Mgr. Morgan Smith for all his assistance & help. Customer, George Heine

Évaluation :

5

Staff was helpful. Check in was well organized, professional, and safe.

Évaluation :

5

Morgan at the facility was extremely helpful and pleasant to work with.

Évaluation :

3

Way too expensive! Shop around! The online payment app doesn't always work and they get NASTY if it causes you to miss the payment, even if you send them a screenshot showing them it was their fault.

Évaluation :

5

I really liked everything

Évaluation :

1

Billing department is incredibly incompetent. Check in personnel very good. But seriously, office needs to be revamped.

Évaluation :

4

Clean, accessible and easy to get in and out. Storage was clean and so were the hallways. Use of carts to handle loading and unloading easy.

Évaluation :

5

Morgan was confident friendly helpful and flexible! He's a true asset to your company

Évaluation :

5

Good experience. Sometimes the security locked door was sticky to open, but once I figured out the knack, everything was easy to access.

Évaluation :

5

Clean facility, friendly helpful staff

Évaluation :

1

Was told our reservation didn't really reserve anything, and they didn't have my requested unit. Attendant couldn't use your software. We canceled and moved on.

Évaluation :

5

Treated me very professional. Highly informative and took care of my needs with no issues.

Évaluation :

4

long time tenant------no problems

Évaluation :

4

Service was great! A little stumble when the initial storage unit wasn’t actually available, but it was quickly sorted out and one that was available was found.

Évaluation :

5

I always have a positive experience at this location.

Évaluation :

1

Associate was rude, all information was not given at rental pick up unnecessary charges were placed due to company negligence and I am very displeased as a loyal customer of your company I am unhappy!

Évaluation :

4

friendly and helpful staff!!

Évaluation :

4

Felt secure with our unit!

Évaluation :

4

Morgan was quick and efficient. Easy to work with.

Évaluation :

4

Merci.

Évaluation :

4

I I initially moved my stuff into storage due to the fmonth rent-free offered to those affected by the late August flooding. That offer was one of the few blessings from that difficult time. Gratitud.

Évaluation :

5

A huge THANKS to U-Haul for letting me have free storage for a month to store household items after our horrific 4 foot flooding in August!!!!!!

Évaluation :

5

The manager and staff are FANTASTIC!

Évaluation :

4

Easy move in and out

Évaluation :

5

The location is great the storage unit was bigger enough for my things the staff are great never had anyone rude or not helpful the only thing is no light inside of unit

Évaluation :

5

Thanks guys!!