There's a big disconnect between the online ordering system and the actual receipt of equipment. I almost didn't get a critical component of my move, the appliance dolly, because I was told "they're first come first serve, those are ours, we don't really get told about them." This seems like a pretty bad model. The gentleman who helped me was pleasant and opened the other trucks until we found a dolly, so in the end it all worked out, but the people working the desk seem relatively unaware of the online pickup orders, which creates chaos and tension. The online return process is cumbersome as well, when in reality it just needs to be "park the vehicle and leave the keys in it" if it's during business hours.
Dirk N.Customer Reviews for U-Haul Moving & Storage of W Towne
Testimonials From Recent Customers
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I have had good luck at this location before but this time... There were several men working at the time - not all of them were busy (in fact I think only two of them were waiting on customers including myself and the others were standng around talking to each other about non work stuff - I rememeber this because I thought it odd there were so many staff around and I rmembered it even more clearly after I went out to get my van.) Number one, in the past the staff there have had the van pulled up and ready to go. this time they made me - someone with a slight gait disability - walk about a two block distance to the back of the parking lot to get the van. On top of it it was unseasonbly hot and humind outside - over 90. Then when I got to the van, which was parked amongst 4 or 5 other vans, the front windshield was REALLY dirty. I mean it took ME 10 minutes to scrub it off from bugs/ dirt and bird poop. Not my job! And of course no one came outside to help even though I know they saw me out there. The thing that REALLY pissed me off though was that I went and looked at all the other vans sitting around the van I rented and they were all clean as a whistle - their windshields were spotless. I was so annoyed by the situation I didnt even bother to look in the back of the van - but later when I opened it up to load stuff it was also filthy - full of vines, and dirt ande other stuff. I won't even go into the crumbs in the front beverage carrier (near dashboard) or the sticky steering wheel. I spent about 30 minutes total cleaning out this van (inc the windshield) so I wouldnt get things I am loading dirty. And who knows what the dirt in the back was, it could have been manure for all i know... Anyway this was very disappointing and I use you guys frequently throughout the year for local jobs so... not good for me to have to do something your staff should be doing. Also, I don't have this problem *usually* at the Platte Dr location but they didn't have vans available when I called. Won't be going back to Verona Rd - I'll rent from someone else instead from now on, if I have to use that location. (I will return to Platte unless I have this trouble there too.) I recently joined Zipcar to see how competitive pricing and how clean there vehicles are... so rather than have to work when I am already paying you guys, I'll go with them to avoid this happening again. I give the experience this time a thumbs down. Lazy staff - no excuse when yoiu've got 3 guys standing around talking about personal stuff. Total BS They should have at least given me one of the cleaned vans. Shame on you/them for treating a regular customer that way!
BONITA B.I got the new U-haul again of which I was the first driver (only 10miles a couple of months ago).
Zhi W.Great service.
Daniel F.I received the truck dirty and returned it cleaner. Still I got slapped with a cleaning fee. The fuel gauge was faulty so I had to pump a 3 extra gallons for the needle to move.
JULIAN K.The pick up process is extremely outdated and slow. Despite so much personal information given during online booking, pick up process takes ~10-15min per customer so i spent up to 30-40 min in line on weekends plus time to process my reservation. And thats despite staff doing their best to speed up the process.
Szymon K.I returned the equipment for only 6 minutes and they charged me for 1 more day! Thats not fair at all. If I wanted to consider that, they I have to say it took them 15 minutes after the registration to prepare the equipment for me! I don't recommend this office to anybody!
Seyed H.The general manager Andy, needs to be fired!! He has to learn how to treat people, considering he decided to work with the general public. It makes me question who put him in a leadership position.
Shawnna H.The U-Haul Associate who set me up was knowledgeable , helpful, and even tried to research ways to make my rental less expensive and more convenient. I was very impressed by the customer service.
JOSHUA S.I did not end up using the unit but service was great. Merci.
Susan P. | Expérience généraleWaiting is a bit long. Hope it can communicate with customer about how the processing time.
Hong Z.The uhaul I rented was not available when I showed up. It was bigger and enclosed than the one that was given to me. The guy at the front was nice but I was hoping to get a discount for the inconvenience and the extra trips I had to take
Logan G.Have more Vans available
David M.They closed the door with people driving up. I had to figure out what to do because all the instructions were geared towards truck returns and not trailers.
LINDA S.Walked in to check out vehicle and the two employees told me to wait outside (it was 8:57) doors open and one employee got sarcastic with me (“do you see any lights on?â€). Not polite at all. Then when I returned the vehicle 2 hours early and with same gas level I was charged for 2 gallons of gas. Mind you I drove 24 miles and put 3,5 gallons in the truck. Not happy to be charged for gas I didn't use.
Andrew O.The experience was great, but wish we could have gotten a truck at the location a half mile from us instead of driving 15 miles to the store that had a truck.
Joyce K.Everything was great.
Anne M.Very quick and friendly service!
Benjamin G.Hitch installation went smoothly on the second attempt. Part was in. First appointment got moved because the part didn't come in. Installation was quick!
Chris W.They were very busy when I arrived, so they had me just leave the keys and e-mailed me a receipt later instead of waiting in line. This was very convenient.
Armand B.They delivered exactly what they said. Great service!
jim R.Answered my questions, and they were fast an courteous
paul L.Got a voicemail that said “hope you don't drive a Subaru.†Called back to ask what was happening and found they had called a tow truck for our vehicle. We had parked in a spot next to other cars that they deemed inappropriate. Just a bunch of jabronies.
Myles P.The staff is knowledgeable and there is a good selection of rentals.
Harry S.The service for my vehicle's hitch on May 4 was outstanding. Will definitely use U-Haul at Platte Drive again, and will recommend to my family and friends.
Michael S.They charge 2 times the amount and I think the manager have like rude actitud and supposed he get me a refunded at money and I don't saw any money in my account
Miguel J.Must be good because it was a very busy day!
Sally S.Great staff-- thank you!
William L.The reservation service was excellent as was the assistance getting me hooked up with my trailer and getting me unhooked and checked out when I returned it. Friendly, efficient and well versed in what they do. Absolutely no complaints.
Jerry S.The gentleman who checked me in was so amazing to work with. He was efficient, kind and truly made my day better by my interaction with him.
Marguerite L.My hitch was installed in about 45 minutes. The technician was polite and very competent.
Chris K.online check-in didn't work. sign in to my online account was extremely difficult. uhaul sent messages by email and text threatening to cancel my rental the day of the move. the mobile app stopped working when the rental truck was returned after business hours. i was charged 2 days for a half day rental because the mobile app didn't work. uhaul did not read any of the messages sent to them the day of the move. the truck worked as expected.
Erik F.Let Andy get some sleep, the guy is very busy, and he needs help. He is a wonderful manager, I saw him interact with his employees.
ALICIA B.Great staff, knowledgeable and helpful.
michael L.Good customer service!
Frank Z.These guys were great saves me some money on the wiring part which I wouldn't have known. Under promised and over delivered! Said I would have my car back by 7pm but had a comfy chair to read my book and I was out of there in two hours. Merci les gars!
Jaquie R.Everything was great!!!! When I couldn't get it back on time they understood!!!
Theresa M.All good, quick and easy rental.
Anthony R.Truck was dirty when I received it and I was then charged a cleaning fee for someone else's mess. I will for certain not use this location again.
Benjamin R.The man at the front desk barely acknowledged us when we arrived for a truck rental and didn't know how to proceed with the rental process. He would disappear from the desk, he didn't engage with us to answer questions, and he just sent us to use the ap online rather than help us get the truck. Poor service and unpleasant customer interaction.
Amber K.It was a great experience, they had our reservation, very clean location, the man who helped us at the counter was very nice & very professional. I have nothing but praise for this location.
Jill J.They are respectful and polite, and the equipments are fine. I hope that everything will be remain the same.
moua L.I really have a complain about the mexican-looked stuff. With bear, no glasses. I took pictures when I picked up the vehicle and when I returned it. The gas level we're exactly the same, and this guy had to say it was below. When I was waiting, I clearly saw him squinted his eyes, even for just checking the thing on the computer. I don't want to jungle someone's eye sightness, But If he can't see things well, he probably shouldn't check the dashboard. I sent the evidence to your representative and processed the refund. But I will never go to that uhaul agin in my life.
Yu S.Andy comes accross as the best Uhaul manager I have ever seen, he has challenges like all of you, and he is sucha a calm collected manager, I bhave seen him training the new people the day I was renting, he is on point super high energy. I work with HR and I can say, KUDOS ! Andy rocks Alicia
ALICIA B. | Premières impressionsCharge me for a cleaning fee for no reason
RUBEN A.Very efficient check out and return.
Dennis O.The unit was NOT the size it said it was. It said 10x15x10. I have a kayak that is known to be exactly 14 foot long, and it didn't even fit lying down along the long wall. It now has to be angled up, which is very disappointing. I thought it was going to be the advertised size. And so don't think it was actually 10 ft wide or 10 ft tall. Very doubtful. Different than advertised, despite having an easy process to rent the unit.
Chuck J. | Online Move InReservation changed size of truck and location with no notice. Go to other location, truck is delayed by 5 hours. Had to go to a third location for a truck. Associates were fine, experience was poor. Made the rest of the moving day much harder
Sarah S.I returned the truck about 12:15 pm. Hours before I had it until. Around 3pm the store called me asking when I was going to return the truck. Then I go to check my bank account and I have 2 pending charges for the exact same amount that I paid when I picked up the truck.
Staci A.App crashed then computers crashed at the store too. They need an upgrade. People there are nice but they need help.
Mercedes M.Was not impressed with the condition of the doors//latches. Very difficult to get open and closed. Definitely needs attention. I have mentioned this to the staff so hopefully something comes of this. Otherwise everything else was great!
Linda S. | Premières impressionsI always get great customer service and help. I really enjoy using uhaul and all it has to offer!
Aundrea U. | Premières impressionsGreat, no hassle experience.
MICHAEL W. | Premières impressionsIt is a storage building. It is clean. The staff is helpful.
Grace D. | Premières impressionsThe staff are amazing! There is a lot to be said about indoor storage. Not only is it more protected from weather, but feels more secure. I had not intended to keep my contract so long, so the flexibility to extend was greatly appreciated.
ruth b. | Expérience généraleThe General Manager was very detailed with things, nice, and straight to the point "not mean". Also when there was a problem, the staff members made sure the truck was moved and taken care of. Very honest staff here.
Latisha m. | Expérience généraleThe manager was polite and friendly. However, 1) the motion detector lights in the hall do not work 2) there is no overhead light in the storage room 3) there was no lock in the room - I had to walk back to the office to get one. We will have to buy a battery-powered light (a flashlight is impractical) in order to retrieve or review anything we have stored because the hall lights don't work and there is no overhead light (really? no overhead light?).
Lynn S. | Online Move InFacilities above average and generally well staffed; the units could use better lighting, and it was awkward having to negotiate so many stairs to get to most units. Too bad there are no ramps provided to help with carts, dollys, etc. Some of the clientele make messes and leave trash all over. Some people move in or out with a lot of noise, chaos, and squabbling over who has rights to a cart.
Kevin H. | Expérience généraleI stored my belongings at your facility for a few years and everything in it was well preserved.
RANDALL F. | Expérience généraleI was very impressed with the facility and the moving and packing supplies available to customers. Also, Jeremy who helped me get setup with a storage unit at the facility, was very helpful and knowlegeable. He explained things very well to me and answered all my questions.
Lisa E. | Premières impressionsUnable to access storage unit billing online.
Debra N. | Expérience généraleImproved lighting needed in the hallway outside unit B35.
VIBEKE L. | Expérience généraleThe Man that helped me was very helpful and I would definitely recommend people…
Ashley K. | Premières impressionsThe staff has always been helpful with any issues ! Thanks Andy !
Jim B. | Premières impressionsGreat service and explanations about access
CHRISTOPHER B. | Premières impressionsEveryone 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
MONICA H. | Expérience généraleService was terrible. Storage size arent worth it
Shirley J. | Premières impressionsWe had an excellent experience. The only inconvenience was that our storage unit didn't have a light.
lee d. | Expérience généraleThe 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.
Jerry E. | Expérience généraleI 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.
CAROLYN D. | Expérience généraleHad 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.
SUSAN D. | Premières impressionsThe 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.
Mark H. | Expérience généraleVery smooth operation! Thank you.
Chris D. | Expérience généraleThe staff were professional and helpful.
sherry s. | Expérience généraleI 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.
Barbara C. | Premières impressionsEverything 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.
Garrett C. | Expérience généraleThe 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.
margot m. | Expérience généraleStore manager, Morgan was very helpful and ensured I had what I needed.
Hugh M. | Expérience généraleThe only problem of late has been auto billing, and change of address, etc. that apparently did not get saved/recorded in the system.
Gary G. | Premières impressionsFor 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.
Christine F. | Expérience généraleCounter 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
Allen R. | Expérience généraleStaff is very helpful, nice and knowledgeable. Great place for storing and supplies.
James V. | Expérience généraleThank UHAUL and Gen. Mgr. Morgan Smith for all his assistance & help. Customer, George Heine
george h. | Expérience généraleStaff was helpful. Check in was well organized, professional, and safe.
sherry s. | Premières impressionsMorgan at the facility was extremely helpful and pleasant to work with.
Hugh M. | Premières impressionsWay 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.
Mary T. | Expérience généraleI really liked everything
Aisha D. | Expérience généraleBilling department is incredibly incompetent. Check in personnel very good. But seriously, office needs to be revamped.
michael l. | Expérience généraleClean, 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.
Jason C. | Expérience généraleMorgan was confident friendly helpful and flexible! He's a true asset to your company
John A. | Premières impressionsGood experience. Sometimes the security locked door was sticky to open, but once I figured out the knack, everything was easy to access.
debra m. | Expérience généraleClean facility, friendly helpful staff
Tony P. | Expérience généraleWas 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.
Colin C. | Premières impressionsTreated me very professional. Highly informative and took care of my needs with no issues.
Jason C. | Premières impressionslong time tenant------no problems
BERNETTA P. | Expérience généraleService 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.
Joshua R. | Premières impressionsI always have a positive experience at this location.
Michael H. | Premières impressionsAssociate 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!
JESSICA S. | Premières impressionsfriendly and helpful staff!!
Mark K. | Expérience généraleFelt secure with our unit!
ANNE T. | Expérience généraleMorgan was quick and efficient. Easy to work with.
Gigi W. | Expérience généraleMerci.
Carl S. | Expérience généraleI 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.
glenn c. | Expérience généraleA 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!!!!!!
Karen C. | Expérience généraleThe manager and staff are FANTASTIC!
DAVID M. | Expérience généraleEasy move in and out
Sarah L. | Expérience généraleThe 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
REGINA B. | Expérience généraleThanks guys!!
Hannah L. | Expérience généraleRien
Nicole C. | Réservation