No dollies were available even though I had reserved one. One was eventually provided but it had a broken wheel.
Dexter SCustomer Reviews for U-Haul Moving & Storage of Masterson Station
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Y’all was amazing treated me with nothing but respect
Yvonne GI have had my unit awhile now and all the staff is so helpful, knowledgeable and friendly. Brooks St. Clair has went up and beyond to help me if I needed anything! I highly recommend renting from U-Haul the Leestown Rd location!
Adrianne B | Overall ExperienceThe staff were amazing and very professional.
Shannon S | Overall ExperienceNeed more appliance dolls....
Walter SWe drove cross country with a car attached behind our U-Haul truck. When we reached our destination our U-Haul rep was shocked at how the car was loosely attached, saying the person in Lexington was lazy and didn’t properly chain or strap the car correctly. Thankfully I haven’t noticed any damage to the car, but that was terrifying to learn that the car was barely secured and the strap came off at some point and we didn’t even notice.
olivia pDid a basic drop off handed keys to uhaul emp.
Sam GAlways clean, always dry, staff was helpful every time we needed something. Strongly recommend!
Steven P | Overall ExperienceI was told by a lady in the office that it would be fine to go to My Son's Dr appointment and drop off the truck at a later time. I was charged 82 dollars late fee that I was not made aware of 😞 Staff was friendly but not so helpful as far as return time. I was charged 82 dollars for less than 4 hrs after the original time for return
Sondra D | First ImpressionsBrooks and His team do phenomenal work and we refuse to go elsewhere. Absolute top notch, couldn't be better
From H | First ImpressionsTruck was having a bad smell. I used it for 15 miles and refueled it. Still, I received a charge of $65.06. Not sure why.
Sandeep PHave the equipment available that is reserved in advance (ie. Floor dolly). Had 3 new ones available to buy but weren’t allowed to rent them (had to pay $20 to purchase vs. $7 to rent). Have personnel stay awake during checkout process. Person behind counter literally fell asleep while entering information in computer (9am checkout). Don’t make customer locate truck on lot amongst more than 50 vehicles; have employee bring vehicle to you or have it ready outside office prior to checkout time. I travelled extra distance to rent from company-owned location as opposed to a franchise because I thought they would have everything I needed and the process would be quicker.
Brian CThe staff, was very friendly and informative. They answered all of my questions and got me together quickly.
Kathryn CNothing at all. Great locations with great customer service every time I visit.
Adrian FEverything went very well. There’s no need for improvement. The staff was great. They were very polite, respectful and great attitudes. I would love for them to do my transaction all the time. Thanks, to St Clair & your staff🙏🏾
carolyn gVersailles UHaul could not provide the truck we had reserved, but these guys jumped in and got it done. 3d time we've used this location, each time exactly as expected.
Ronald WFirst truck had a dead battery but they found us a replacement quickly
Nicole KPulled in and the lady said her phone was dead so she couldn’t check me in so she told me to just leave it and they would email me a receipt. This was a one way rental from Florida to Kentucky and I returned one day early! Today I got a $50 clean fee. I did not leave any trash in the truck. It was raining when we unloaded- and some leaves got tracked in. For the amount of the rental-normal weather related mess should be covered. I called the location to see what the extra $50 was for and the lady told me what it was for and I questioned her she said “that’s how they do it”. If the check in ladies phone would’ve been properly charged she would’ve opened the truck and let me know and I couldve borrowed their broom and swept the leaves out hut she just told me to leave it.
Andrea SThe trailer we rented had not been cleaned up. It had broken auto glass nails screws and other material left in it.
Neal GHard to get out of and they charge my credit card twice for the same bill. Make sure the mobile key lock box is able to get to easier and not frozen up with ice.
William RPassenger side door didn’t close properly. Rubber around the door frame came off mid-trip. Seemed to be an old truck.
Katherine MThis was the easiest thing I've ever done
JESSE H | First ImpressionsWe cannot express how WONDERFUL our experience and time spent at the Merchant Street UHaul and storage has been and continues to be!! Absolutely the best!! Keone, the Asst Mgr, is absolutely the nicest and helpful. He goes out of his way to accommodate us, always with a smile and friendly!! Thank you Keone for making this long process of relocating the most pleasurable and beautiful memories!! Every time we enter the lot, we are greeted with such a warm feeling. Everyone is super!!
David DThere’s not enough room here to explain the terrible experience I had with this nightmare situation. I had to go there 3 times, exactly 3HOURS of driving then the GM told me that $100 would be taken off the final price but that didn’t happen. Then I had an appointment tomorrow then they called today for me to come in so I had to drop what I was doing and go right then because otherwise I had to be there at 7AM which was not possible. I already had to move everything around on my calendar to make the appointment that I had tomorrow at 10:15! I WOULDNT RECOMMEND THIS PLACE FOR ANYTHING WHATSOEVER!!! That’s the experience in a nutshell. There’s more to the story but I’m done with all of it. THAT UHAUL LOCATION SUCKS!!!!!
David MMy initial attempt to get the hitch installed wasn't great. Somehow, the online system allowed me to schedule at a later time than the location is able to do the install. This is the fault of the system and not the employees. However I drove to the location from out of town for no reason and had to reschedule. I did reschedule and was able to get it installed without further issue. The communication wasn't great all-round but the actual install was good and I would recommend it to someone else with the understanding that they should call to schedule instead of doing it online.
Meagan Mn/a
Virgil FBrie was truly wonderful! Answered all my questions and made my day so much easier. Definitely recommend Brie and the rest of Masterson station team for all your u haul needs! Excellent!!!
misty c | First ImpressionsAbsolutely terrible customer service took 30 mins to even find my truck and staff was not willing to help and seemed uninterested in helping.
Daniel DThe manager and associates are always helpful and attentive when visiting the store and calling to get rates for storage and trucks.
Nadia C | First ImpressionsGreat staff. They always go above and beyond for the customer. Definitely recommend!
demetric h | Overall ExperienceI can't say enough good about this service. Kate was my primary contact person and was truly wonderful. She was excellent with communicating and taking care of anything needed. It is largely due to Kate that I had such a great experience. Although every one from the call center to the storage location was extremely helpful and pleasant. It is my hope that this is my last move but if needed. I would definitely use the service again!
linda aWonderful staff, brand new truck, would definitely rent again if needed...
Larry MThe check in process through the app and then at the desk is maddeningly slow and repetitive for someone that has used you before. It is easier to get pre check than get approved to rent a truck. And I only have to that every five years.
Christopher MAll of the employees here were very nice and helpful! I accidentally reserved a storage unit that was too small for my items and they were able to get me into a larger one with no issue. The lady took the time to walk us around the facility to make sure we knew how to use everything and where everything was. They were laughing with us and each other which I also liked because you could tell they were having fun as well! Great group of people and huge clean facility.
Amanda G | First ImpressionsI can’t think of anything to improve on. The man that helped me was very knowledgeable and friendly. I would definitely recommend this uhaul location. Thank you for such good customer service.
Page RVlad in Lewisville TX and Kate in Lexington KY were both amazing for the Uboxes! And both Moving Helpers (TX In and Out No Doubt and KY All Hands In Moving) were awesome too! Thank you for making my out of state move so easy.
Chris RPersonnel were kind, but the uhaul interface to schedule appointments set me up for a wait (not dropoff) and when I arrived I was told that was not possible, so I had to get a Lyft to an appointment I had scheduled 4 hours later. My initial appointment was cancelled and moved forward, which is fine, but despite essentially 6 weeks' notice, they still didn't have the parts they needed and I had to drive out a second time to get the wiring harness installed (over an hour round trip each time). The wiring harness was supposed to take 45 minutes max but took over 2.5 hours, so I was late getting back to work. There just needs to be some tightening up of the ship from top to bottom so folks working on the front line don't get left in the lurch.
Habib SNone
Danny WVery nice and friendly customer service. Thanks
lynn mFix the truck. Airbag sensor going off, broken window handle, broken dash control buttons, and cleaning the truck would be a nice touch. Also a piece of trim was missing on passenger side and right rear view mirror would not stay in position.
Andrew KExcellent service. Knowledgeable staff. Worked to make our experience smooth and easy. Quick to get us out the door with the correct equipment for our needs. Will definitely be back. Recommend 100%!!
Doniella SThe amount of furniture pads provided was excessive and a bit inconvenient to keep up with and move around.
miranda RThis was one of my worst experiences with U-Haul, and I've moved a lot in my life. First, the original pick-up location did not exist, so we were sent to this location across town, saying our equipment was waiting there for us. When we finally got there, they did not have the tow dolly or the furniture pads we had reserved. Our plans had to totally change which caused much stress. I do not plan on using U-Haul ever again.
Daniel TI had to ask somebody to unhitch my trailer, being 76 it was too heavy for me to do it.
Larry PVery unhelpful when it came to trying to get my original price. I was overcharged $296.80. just told that it would not post and I would be giving it back up on drop off. Once I dropped it off and it already posted and I was told there was nothing they could do about it. They referred me back to the original pick up place they again told me there was nothing they could do about it. Then I was given the 800 number. And after being put on hold for 30 minutes I was on
Austin CMy initial quote for 11 27$ was supposed to include the dolly. I picked the dolly up from a different location and got charged for it I was told that that charge would fall off in my original agreement would come into play when I got to Oklahoma it has yet to happen it is not pending it has posted.
Austin Cvery easy process
Carol WStore was scheduled to open at 7am but employees did not show up until 8:20am. I had an 8am pickup appointment and the delay was unnecessary. Otherwise, the staff were friendly and helpful, and the equipment was in good shape.
Patrick HThe employee that helped me yesterday was top notch. He was very professional and kind. Will always recommend his location.
blake s | First ImpressionsI did t rent from Lexington, KY because it said .99/mile. So I checked to see how much to pick up in Pikeville, KY. It showed a larger up front amount but didn’t say anything about it. Then I was charged $1/mile. This is misleading. I paid a lot more that I anticipated.
Stephanie HA more simple way to retrieve key from self service lockbox.
Ramel BTow/haul button did not work so I had to drive with it on all the time. This impacts the fuel usage and I couldn’t not change it!
Kevin MNice place to rent 👌
William JNice people
DWIGHT OAll good
Bill GI will be using them for now on the staff is awesome
Jodi L | Overall ExperienceMake on line rental bit easier to use.
Dave SWe are very thankful for all the assistance we received at both facilities to make this move. The staff very helpful They were a blessing to us, thank you
HECTORMANUEL C | Overall ExperienceThe 10 foot van I rented had airbag problems. There was a message on the dashboard saying to check the airbag and a red light on the dash was lit up concerning the airbag. The message covered up the odometer so I couldn't see the mileage I drove. Also the little light with the symbol of a trailer being towed would not go off when the button was pushed. The airbag thing might be a safety issue.
Terry BExcellent service
Ampire NIt was all god and easy!
Toni EBrooks is an excellent general manager! If I have ever raised any concerns, he has addressed them immediately. His staff also treats me like I am a valuable customer. I feel secure with my belongings in this facility. I am in a different state now but some of my things are in this storage unit and I don’t have to worry about it being broken into. I would like to thank Brooks and his staff.
greer r | First ImpressionsGreat staff
Joseph GAwesome staff!
Pamela H | Overall ExperienceIt would have been nice to have a ceiling light in 10x 10 space. So you could see thing better.
Charlotte B | Overall ExperienceIt should be in Uhaul policy to automatically refund the truck deposit upon return of the truck.
Teresa V | First ImpressionsThank you for the reminders, and the understanding that times get hard !!
Charmaine M | Overall ExperienceGreat customer service
Deborah R | First ImpressionsThe only thing I would say about my experience here was it’s really difficult sometimes to get anyone to answer the phone. This is still a Five Star Facility!! Very clean and secure with easy access!
Zola G | Overall ExperienceSuper satisfied with the service provided by the night shift crew only thing that could make this experience better would be lower prices on storage
Michael V | First ImpressionsStaff was friendly, knowledgeable and helpful.
Heather A | Overall ExperienceI have used many storage and uhaul facilities and this has been my best all around experience. Brook was a e some and the most kindest helpful person.
Lisa G | First ImpressionsI paid for my storage unit on Sept. 9 for a month. I went to the facility multiple times that day and had no issues. The very next day I go and my code doesn’t work, says access denied. So, I went home. I went back on Thursday, Sept. 14, and, again, was denied entry. I went to the office and the GM looked it up in the computer - I had been “moved out” the same day I paid to move in, Sept. 9. The unit showed vacant in the computer and the person more recently registered to that unit wasn’t me. The GM was there that morning and was a major help. He took me to my unit and fixed it in the computer. Not being able to access many of your valuable belongings is a terrible and scary feeling. I was told “sometimes the computer just moves you out.” I have a signed rental agreement and receipt where I paid. My code worked the first day with no problems and has not worked since. The GM assured me the problem was fixed. As a result, I’m driving nine hours from South Carolina back to Lexington for the second time in three days just to get everything out of that unit. It’s not worth the risk. I am, however, grateful the GM took care of the problem and for his help.
brandon r | First ImpressionsGreat staff and quick service
Adrianne B | First ImpressionsI've been waiting for some type of communication from them about the storage but no one has ever written me back or giving me a call back there was no problem with the storage except that I left a year ago and for some reason they had a bill for me saying that I was still there and I had already ended everything...
Charisse W | Overall ExperienceGreat place to have a storage unit management and staff was great
Angela C | Overall ExperienceThe manager and staff where great and easy to work with.
Angela C | Overall ExperienceThank you
James B | Overall ExperienceI just need it to be known that after I paid for dumpster use and rented a pickup from U-haul to haul things to the dumpster yesterday some nosey customer stop and harassed me about using the dumpster I paid for. Maybe U-Haul should institute a mind your business clause.
Charles P | First ImpressionsMr Brooks was very professional and helpful!
Nicolas H | First ImpressionsFriendly and very helpful staff members. We recommend this facility very highly!!
Mitch b | Overall ExperienceVery nice service and safe
Richard M | First ImpressionsWe had to take our daughters items and put them in storage during COVID. I work out of the country and she came to stay with me during and most of the lack down. Uhaul storage was excellent space to keep her items. The only challenge is it was difficult to make payments online. The line was often down. We had to send someone to pay in person. Making payments easier for people out of town/country should be looked into. (We wanted to use a USA credit card) When we called were told the system is down. This was a challenge of us .
phyllis b | Overall ExperienceThe restrooms were cleaner than any other business restrooms, and the staff members were excellent.
Mark W | Overall ExperienceStaffing is awesome! Thank you!
Stephan L | Overall ExperienceWas there when I needed them
John S | First ImpressionsHelpful.
JaSeana B | First ImpressionsMy experience at U-Haul self storage was amazing! Our arrival was seamless, though there was some confusion with the access code to keycard switch. There also seemed to be some confusion with the alarm system, as alarms kept regularly going off. That said, staff were EXTREMELY courteous and helpful in alleviating confusion and upgrading my unit upon request. We received a full tour with many helpful notes. The customer service was truly wonderful. I also really appreciate the furniture-share "waste not" area, where folks can leave any furniture they'd like to give away. This is a hidden gem (and wonderful to divert waste to the landfill)! It is also nice that there is dumpster access for customers. My unit was clean and ready. Overall, a great experience!
Julia G | Online Move InStaffing went over and above to help with our needs. Thank you
Stephan L | First ImpressionsStaff and storage was magnificent!!!
jamie t | Overall ExperienceVery friendly staff!
kimberly v | Overall ExperienceMy experience started out really frustrating, but the staff made it right. For some reason, when I tried to complete my move-in online, the app automatically downgraded my storage reservation to a smaller size. We didn't realize until after we loaded a ton of our stuff into the unit that there was no way it was all going to fit. After a long day of moving, I was at my wits' end a little bit... But thankfully, Keionne was able to get me another small unit for the rest of our stuff with no trouble at all and we got everything in there after just a few more minutes. He was really kind and made things way easier. Next time I want to book with the staff at the location rather than online. The app and website seem like they'll be convenient but they just made things confusing. On the other hand, Keionne deserves a big shout out for sorting out our situation (and dealing with me crying because I was so stressed, haha), and then also Megan, who was helpful as well. Thanks y'all! I hope U-Haul invests more money in its great staff members and less in its tech--you deserve it!
Aimee D | First ImpressionsManager was fabulous.
Rodney W | First ImpressionsThe box and move supply store is also a plus…very well stocked, and easy to access with convenient parking for loading up.
Vicki S | Overall ExperienceAppreciate the fine service from Brooks, Trina and Crystal. Thanks.
Arthur P | Overall ExperienceI was told i had mobile access to get my storage but after 6 calls i found out that specific storage didn’t do mobile access so i had to keep all my stuff in the moving truck and wait the following day to move my stuff in storage because i had to pay during business hours.
Mariah G | First ImpressionsMr. St. Clara was excellent in helping me.
Sue M | First ImpressionsUhaul superseded my expectations for a storage. My items were secure and remained in great condition. The facility was always clean, even the bathrooms. The staff were friendly and willingly to help whenever I needed them to. I will definitely store my belongings with them again if I need to.
Kenyetta P | Overall ExperienceAmazing!! Very friendly and respectful. Will put a smile on your face. Best place to rent a storage unit.
Halie A | First ImpressionsThanks to Brooks for helping to make the process easier!
tanjie b | First ImpressionsThe service I received was excellent. They are really friendly and helpful here. I have recommended this facility to several people already and will continue to do so in the future.
Kimberly C | First ImpressionsThis is not your average storage. The staff is always very helpful. The facility is clean and secure. I know my belongings are safe! I have a lot of sentimental things and I count on U-Haul! When I hit a rough patch I can always count on this storage. Especially Sinclair he understands life has unexpected things that happen, he has even went above and beyond and help me with payment plans to get my storage back on track so I can save my belongings!!!! I would definitely recommend this storage to anyone! Thank you to the staff and St Clair for going above and beyond in customer service and carrying about the customer not just another unit #!!!
Felisha C | First ImpressionsThe staff was very helpful and friendly and they answered all my questions and concerns thank you again
Vera J | First ImpressionsThe staff there is wonderful I would recommend everyone I know to go to this storage facility
Maurice N | Overall ExperienceMs Trina was amazing
MELINDA B | First ImpressionsSome of the most friendly people very helpful and customer focused
juanita m | Overall ExperienceThe customer service at this location is non-existent. No one ever answered the phone when I needed assistance. It took an entire month to process my move-out request resulting in further billing and late fees. The staff was never friendly or helpful the few times I was able to speak to someone.
KATHRYN K | Overall ExperienceGreat service fast moving process noon
juanita m | First ImpressionsBrooks St. Clair has been extremely helpful, courteous and professional. I will highly recommend anyone who needs storage to contact Brooks for assistance, I am very happy with my multiple experiences at the facility. Scott D
scott d | Overall ExperienceStaff was great in getting my storage rental setup. They made sure I was taken care of. Storage area was super clean and well lighted.
William T | First ImpressionsResponsive staff. Called the New Circle Lexington location first and the man who answered the day I rented didn’t have anything. He was wonderful and kind and referred me to this location. They were great also. Very impressed.
dan k | Overall ExperienceFrom my first contact with the kind gentleman at New Circle Rd who didn5 have a small unit for rent and referred me here I was impressed with the staff at both locations. I arrived very close to closing time and they still took the time to help me and stayed over to make sure I got setup. Much appreciated on a stressful day.
dan k | First ImpressionsYour staff was beyond helpful and nice! What great group of people y’all have running the place ! I will tell everyone I know to use this location for storage
TONYA W | First ImpressionsI have nothing but excellent comments regarding my experience with U-Haul and Storage of Masterson Station. From the moment I entered the facility until my last interaction with staff, and a gentleman by the name of Sinclair, everything was extremely pleasant, highly professional and accommodating. The facility is super clean, well-lighted and I always felt safe there. I would highly recommend U-Haul Masterson Station to anyone needing this type of service.
Claudette J | Overall ExperienceThe staff were extremely friendly and helpful. I was not having a good day and they made it a little brighter. I really needed that kindness.
Sally W | Overall ExperienceStaff was very helpful.
Jacob M | Overall ExperienceMe Encanto su cervicio
JOHNNY F | Overall ExperienceStorage facility was great, price was great too. Just employees there needs to say hello and smile . 😊.
hakan e | Overall ExperienceGeneral Manager Brooks St.Clair and his staff at UHaul Moving and Storage at Masterson Station exhibit 110% when it comes to customer service. They helped me through a difficult and trying time making my move back to my hometown joyous. Thank you again!
James P | Overall ExperienceManager was so accomadable!
Cynthia H | First ImpressionsThe storage facility was extremely clean, and had ample carts etc. to help with the move into and out of my rental. The ramps also made moving in and out very easy and the staff always helped whenever needed. Would be happy to refer the U-Haul storage on Leestown to any of my friends-
lucy c | Overall ExperienceMy mover stated as he was clearing out my rental unit that this facility was much cleaner and nicer than other facilities. it was important to me that it is a climate controlled facility and the options of sizes fit our needs to a tee. The staff went out of their way to help with anything that we needed. if i ever need another storage unit in Lexington, my first call will be to U-Haul on Leestown!!
lucy c | Overall ExperienceHave yet to receive the “1 Free Month of Storage” for booking a One-Way trip with Uhaul, but I believe they are taking care of it. Everything else was exceptional.
Michele H | Overall ExperienceGeneral Manger Brooks St. Clair and his staff provided excellent customer service when I arrived at his facility. They helped finalize my move from Texas to my hometown of Lexington, Kentucky. For the several months since I moved into their location they have continued their high level of personal customer service as I often venture into my storage unit to find various items I need. Thanks again for a job well done.
James P | Overall ExperienceGeneral Manger Brooks St. Clair and his staff provided excellent customer service when I arrived at his facility. They helped finalize my move from Texas to my hometown of Lexington, Kentucky. For the several months since I moved into their location they have continued their high level of personal customer service as I often venture into my storage unit to find various items I need. Thanks again for a job well done.
James P | First ImpressionsManager and staff was very helpful
Angela C | First ImpressionsThe employees at this facility have a way of making you feel like family. They have great customer service skills. I would recommend this Uhaul to anyone.
verkisha c | Overall ExperienceExpensive is only knock
Joseph G | First ImpressionsEvery time I had a question or an issue, the entire staff was helpful, professional, and excellent! They made a stressful time in my life much easier.
Tina K | Overall ExperienceThe main complaint that I have is that there was a rodent of some sort that apparently made its way through all of our belongings. I have had to clean mouse droppings off everything. When I mentioned to the staff they didn't seem real concerned about the issue and the trouble it caused me. We were there a year and for them most part, all was good, but the lack of concern over a mouse in the facility is concerning.
Tamra H | Overall ExperienceSt Clair has been wonderful as well as the other staff I cannot begin to tell you how wonderful this storage unit is I'll clean it is and how the staff helps in every way they can
Angela A | Overall ExperienceWe had to leave the property and find a storage unit at another location because the staff at this location were extremely rude insulting and unhelpful and lying. The assistant manager lied to my wife and then lied to me and she got caught in it and became very rude and the general manager said that he owned the place which is also not true and he lied as well.
Eric H | First ImpressionsThe staff members were all amazing and super friendly. The temperature in the storage is perfect and every thing is clean.
Eunice L | First ImpressionsAwesome staff. I would recommend this facility to anyone.
Ryan A | First ImpressionsStaff is so helpful
Scott M | First ImpressionsEasy set up.
Travis B | First ImpressionsI Reserved a 10x15 and given a receipt with the unit number. Upon arrival with movers, staff told me the unit I reserved was given to another customer!! When I make a reservation I expect the provider to “hold” my exact reservation. Paying $180 and hr for movers to wait around for 45 min for a solution made the situation worse. No 10x15 units were available so I had to settle for a 10x10 which does not meet my storage needs. I DONT WANT two units scattered throughout the facility as a “customer friendly” solution to make up for the 150 sq ft I needed from a single unit. Your staff tried to be accommodating and I’m sure they have corporate directives to follow. I’m not happy. Question 2 was a struggle for me. The staff was “friendly” yet the helpful part didn’t make me happy by not getting exactly what I reserved and expected when I arrived. I’d appreciate a call from UHAUL HQ. Brooks can share my contact info. He’s a good guy and not his fault. There are storage companies literally on every street corner. I chose you! Help this 73 yr old veteran get an easily accessible 10x15 unit at your Leestown road location. Thx. Art Pandaru.
Arthur P | First ImpressionsGreat place
LEE M | First ImpressionsGreat customer service. She listened which shows she cares.
verkisha c | First ImpressionsI filled this out the other day too. Whitney and Sara were professional and customer centered in every way. Thx.
Arthur P | Overall ExperienceWonderful help from Sara and Whitney. I’ll be moving in next week. Thx.
Arthur P | First ImpressionsExcellent and superb customer service by all of the staff, especially by the Manager of the facility! Will recommend to anyone needing storage or moving services. Thank you again!
Scott D | Overall ExperienceExcellent and superb customer service by all of the staff, especially by the Manager of the facility! Will recommend to anyone needing storage or moving services. Thank you again!
scott d | First ImpressionsAfter a challenging 5-day trip moving across country the staff at this Uhaul facility helped in many ways, including helping change the tire on my vehicle we transported. Mr. Miller and Mr. St. Clair offered help and solutions to problems I experienced during the course of my move and move-in. Thanks again to this group of excellent customer service Uhaul employees!
James P | First ImpressionsWhitney was unbelievably helpful. I arrived in a very stressed mood and Whitney made it a point to set me at ease and decrease my stress level, as well as make it a pleasant experience. She was very personable and kind and I greatly appreciate her help.
BRANDEN A | First ImpressionsThis is the best UHaul location I have ever been to. The staff were extremely friendly and helpful, and the facility was gorgeous and clean. 10/10 recommend!
Hayley H | First ImpressionsThe 2 staff members were excellent! I had driven across country and I was very tired. They were patient and helpful.
Tina K | First ImpressionsJustin Thompson is the ultimate professional he excels in crisis management. Treat everyone with dignity and respect he’s firm but fair. Has the distinct ability to make sound decisions under pressure. A community leader he brings great credit upon U-haul corporation the Storage Professiion and himself.! Should me promoted on the spot. William (Sarge) Farris
William F | Overall ExperienceJustin was Very helpful and wonderful to work with
Veronica S | Overall ExperienceThis location is the cleanest storage facility we have ever used. Justin T and his staff are the absolute best. Would highly recommend using this location for storage needs.
DENNIS L | Overall ExperienceJustin was very professional and knowledgeable. The whole process from selection, paperwork, moving was very convenient. Will definitely recommend this location.
Laurin S | First ImpressionsThere was a problem with the unit and a small leak in the roof. Justin found the problem promptly, called us to come in and evaluate, and switched us to a new unit. Justin handled the situation very well and boosted our confidence in the facility even in light of a water issue. Overall very positive experience.
Adam H | Overall ExperienceMoving is never easy or fun but the U-haul facility that I used was great. The attendant was extremely helpful and so courteous. She helped me with my reservation for a truck, reusable boxes. She showed me my storage unit and was even helpful when I called her to say that I actually needed one twice as large. I was a bit paniced but she help calm my concerns. Excellent public service!
Samuel R | First ImpressionsEveryone was very helpful and friendly!
LOIDA F | First ImpressionsI’m glad I made the choice to rent a storage unit here. I’ve done business with this U-Haul for years. Storage rental is just as enjoyable as equipment rental. The staff is always friendly, helpful and professional. Justin (the manager) has remembered me by name from day 1. I feel like a valued customer. Thank you!
justin c | First ImpressionsModern facility with great security and very friendly/helpful staff
David M | First ImpressionsThe Absolute Best Customer Service Experience. I would highly recommend this Location for all of your moving and storage needs.
Linda K | First ImpressionsJustin is awesome great guy
terroy d | Overall ExperienceJustin and assistant were very helpful and accommodating to getting me the right storage size for my household items and showing me around the facility. Very friendly and pleasant to work with.
karl w | First ImpressionsThe place is so clean and secure, and the staff so alert that Queen Elizabeth could store her jewels there.
KAREN P | Overall ExperienceThis location was a complete miracle after the most undesirable move of my life. The staff and manager were exceptional. The general manager was professional in every aspect of his job and went above and beyond to make the experience exemplary. His staff was also very accommodating and was very professional.
Jeffery H | First ImpressionsThe staff at the storage were very helpful and super friendly
sherrymark m | First ImpressionsStaff is excellent!!!
Donald H | Overall ExperienceBoth Sarah and Justin were very helpful. Sarah was very thorough in explaining how access to the storage unit worked. Thank yoU!
Carolyn B | First ImpressionsJustin did a fantastic job. He was very helpful and answered any questions we had as well as resolved all issues…we will definitely rent again for our storage needs
Natasha H | Overall ExperienceJustin is FANTASTIC!!! UHaul is very fortunate to have him!
LYNNETTE L | First ImpressionsThe staff was very professional and friendly! The manager Justin was very courteous.
Debbie T | Overall ExperienceVery nice storage units, all indoors with bay access. You will need to walk a ways. Carts are available and staff is very helpful. Good road access. Very secure with alarms and individual entry codes. Not cheap.
KAREN P | First ImpressionsThe staff at this location has been excellent, and very helpful!
James B | First ImpressionsJustin the manager is AWESOME..
Carol Y | Overall ExperienceGreat people Great service 👍
Ron S | Overall ExperienceThis is my first experience with storage rental and from the first time I walked in to enquire about pricing and unit sizes I have received excellent customer service! The manager Justin is Top-Notch! He has always been so very helpful and terrific to deal with. The entire staff is welcoming, polite, and helpful. The facility is well kept and very clean. This place is excellent all the way around and I highly recommend!!
Patricia G | First ImpressionsEverything went great 👍
Ron S | First ImpressionsThe facility and staff were outstanding! Check in was simple and they made finding the products I needed easy… the location was perfect. The space was extremely clean and clearly they wax the floors regularly (beautiful) !!! I felt safe to store my items at this facility and would recommend to others. THANKS!
Anette J | First ImpressionsVery clean and safe place to store your items.
carol k | Overall ExperienceAs far as storage units go, this one was well kept and convenient. There was an issue with mice in our unit leaving droppings on our items, but that is not something that can be regulated very easily in a facility of this size. Overall, I think this was a great unit, made greater by the people running it.
Matthew R | Overall ExperienceJustin is very knowledgeable and super friendly! He’s a great asset to your business.
Stephanie W | First ImpressionsThe staff at the Merchant st. U Haul storage are the best. They were so helpful & kind. They are the gold standard on which all of your employees should strive for
Brenda L | First ImpressionsJustin went above and beyond for us. after our horrible move Justin was the bright spot and made things better for us.
diana t | Overall ExperienceVery clean units and very nice and professional staff
Brent S | First ImpressionsIt has been a pleasure to work with Justin he was always knowledgeable, professional and friendly.
lynette w | Overall ExperienceVery friendly and nice
lavitica B | Overall ExperienceThank you for all your help!
KIMBERLEY B | First ImpressionsUpon arrival to this facility, we were welcome by Justin and explained the details. He showed me the process on how to go inside when I need to get things from storage. Above all he was polite and helpful
BEVERLY B | First ImpressionsEverything was excellent for what I needed them for,Staff was great.
Vera G | Overall ExperienceI was blown away with how friendly and helpful Justin and Crystal where. Justin was super understanding and accommodating to our uhaul and storage needs. The facility is very clean and secure. While we were struggling to pack items into our unit with 3 small kiddos, Crystal offered snacks and kept them occupied while we finished unloading our truck. Words cannot express how grateful I am as a mother for the kindness shown to us. Definitely would recommend to anyone looking for storage.
Angela S | First ImpressionsThank you for excellent service in providing storage for my son’s personal property while he was out on summer break from college.
Debra S | Overall ExperienceThis facility was all I could have asked for. It was always clean, well lit, and secure. The staff was always friendly and helpful!
Diane V | Overall ExperienceVery helpful on what I needed to accomplish
Chris M | First ImpressionsThe building inside in nice. It is also really great that you can pull the truck inside so that you are closer, out of all the weather elements and have plenty of carts to be able to transport your items to your storage site. My issues are the parking lots are extremely dangerous and unlevel. I fell there about a month ago and I am still having a lot of pain from it plus I had to go to the ER. Not one person from inside came to check on me or ask me if I was OK. I am not the only one. My daughter almost fell twice and my son almost fell once due to how the parking is not level ground. Also I think for the size of the unit that it absolutely costed way too much. So due to the dangerous lot and the price I would not rent this facility to anyone.
Jamie C | Overall ExperienceBoth employees we encountered were VERY helpful and accommodating. Facilities are very clean and well run. We will be using and recommending this Uhaul to friends.
Anne R | First ImpressionsThe staff was extremely helpful. The one month of free storage with a truck rental was also a great perk. I will definitely be recommending uhaul to others for their moving needs and storage. Thank you!
Kimberly M | First ImpressionsNone
david s | First ImpressionsSo friend and helpful
lavitica B | First ImpressionsGreat staff
Joseph D | First ImpressionsExcellent service from Justin and his staff. I will highly Reccomend.
GLENN T | Overall ExperienceJustin was amazing, beyond helpful! We were impressed with the facility and the customer service!
GABRIEL R | First ImpressionsThe staff was very friendly, very accommodating, and easy to work with. The location was clean. I would definitely recommend
Edward C | First ImpressionsJustin was super helpful and the facility is sparking clean.
Daniel B | First ImpressionsThe facility was always very clean. ,the entire staff was always helpfull and friendly
rick k | Overall ExperienceThe truck we rented was garbage, it had a red tag on the window where it had been broken down recently. Then we used the truck for one day then on the way back trying to return the truck, it started shaking very bad. I tried to contact Justin Thompson (The Store Manager [Leestown Rd, Lexington, Ky]), but my calls were ignored, and messages handled with no urgency. We called roadside assistance several times waiting on hold for hours to have the call drop on us multiple times. Couldn't reach anyone, and not feeling comfortable driving a truck thats shaking we waited for a response. Then after the manager refused to acknowledge that there was a safety issue with the truck, I drove it back at 25mph limping it back to Avoid further charges. Had the truck for approximately 24 hours, but was charged for 4 day rental. Worst Uhaul Experience Ever. Was ultimatlly asked to remove my items from storage to make room for another customer, like there money was greener than mine. This is after spending thousands on storage rentals and trucks through this same location and management.
William H | Overall ExperienceSuper friendly and helpful. Charming.
Sarah O | First ImpressionsThe lady worker who helped us (I can’t remember her name now darn it) was AMAZING. So personable and helpful even though she was multitasking many different things when we walked in. She seems to be very experienced and doing a great job holding the office together. She made our experience much better and made moving apartments a little more enjoyable!
Brianna B | First ImpressionsWhen I got there the unit was too small. The two people working the front desk were helpful and got me the right size.
Rachel V | Online Move InEverything was wonderful. The manager Justin was every informative an great at his job.
Charlotte B | First ImpressionsJustin went above and beyond to assist me in getting my storage units squared away. He was friendly, informed and helpful.
Kim H | First ImpressionsThis storage facility is the nicest and cleanest of any I have ever used. It is secure, safe and well-lit. The personnel are all friendly and helpful. Justin is to be commended for his management. Highly recommend this U-Haul storage location.
Leo S | Overall ExperienceReally cleaned and safe *****
Naomi F | First ImpressionsJustin Thompson is a role model for UHAUL Managers and Leaders. The survey above was primarily focused on his well-run facility. This comment is about the fantastic customer service experience Justin provided for our late-night arrival after driving 20-hours from Denver to Kentucky pulling a trailer. He reserved a great storage location that was set to accommodate easy loading & unloading. His leadership was demonstrated by him working beside his team. Checking customers in/out, forklifting, ensuring returned vehicles safely arrived, and our subsequent rental was attached correctly. Take great care of Justin, he is exceptional across the entire spectrum of customer service and leadership.
robert h | Overall ExperienceGreat facility. Great staff. Thanks folks!
Mitchell S | Overall ExperienceJustin is a rick star
lisa d | Overall ExperienceVery clean and great security. We had items stolen from another facility and moved to uhaul for additional security. They did not disappoint. Each unit has an alarm along with multiple security cameras. Did it cost more? Yes, but piece of mind is well worth it.
WILLIAM F | Overall ExperienceThank you Justin for all of the help you provided in making my move go smoothly.. Pat
Pat M | First ImpressionsGentlemen was very helpful knowledgeable a d a pleasure to talk to
Matthew D | First ImpressionsJustin was great! Very accommodating.
Jeffrey R | First ImpressionsThe manager was real nice and very friendly I recommend to Uhaul place to all my friends and family.
ERVIN W | First ImpressionsGreat helpful staff at this location.
Mark C | First ImpressionsI can't remember the manager of the facilities name, but he is amazing. Great customer service and always helpful, even in the middle of the night. ⭐⭐⭐⭐⭐
TAMMY M | Overall ExperienceVery great service
Samuel A | First ImpressionsExcellent twice!
Robin S | First ImpressionsIn Joyed working with Justin on helping with my move in and exiting of my units.He was a Great Help. The Best I ever had with U Haul I have had a lot a of dealings with the company in a lot of different locations.
Anthony S | Overall ExperienceU-Haul storage was the cleanest storage facility I have ever utilized before. All of my belongings were in perfect condition due to climate control units!! The staff was very helpful when I needed moving boxes ect. Justin was one of the most helpful, polite and friendly managers I have ever met!!! He’ does an excellent job!!
Jenette W | Overall ExperienceJustin and the rest of the staff was very helpful and accommodating for our needs
rick k | First ImpressionsVery great company I had very good service from Kion and Justin thank you for all your hard work and taking care of all our stuff very please with Kion and Justin and all of your staff
shea l | Overall ExperienceExceptionally clean, by far the nicest storage facility I have ever used. Staff are very friendly and helpful. Great job!
ANNA S | First ImpressionsExcelente lugar
Lourdes S | First Impressionsseems to be poorly managed
Ash N | First ImpressionsJustin Thompson GM runs a great facility. Anything you need go directly to Justin. He'll take great care of you from asking questions to renting the truck! Great experience with this location in Leestown & Merchant Dr.
Mary H | Overall ExperienceJustin was fantastic with helping with a storage solution, especially on short notice, thank you!
Scott D | First ImpressionsExcellent staff and friendly!!!!! Best UHaul I have experienced
Roy H | First ImpressionsUnit was incorrectly closed out prematurely. Manager committed to arrange refund for overpayment multiple times and did not follow up.
don m | Overall ExperienceJustin is very helpful and nice to work with. The facility looks new and clean. We have never used storage before and feel really good about this choice. Location is conveniently accessible for UK student use. Having 24 hour access to our stuff is nice. It was a good experience. We would recommend this business.
Wendy L | First ImpressionsEmployees when above and beyond to help solve the issue. Thanks U
Maurica G | First ImpressionsManuel was the first person that I made contact with and it was great. He took excellent care of me and answered all my questions. After driving from Dallas TX to Lexington it was a pleasure to him there and make the whole process a smooth one.
Kevin B | First ImpressionsVery clean and maintained facility. Staff is extremely helpful and friendly.
Brent P | First ImpressionsJustin was the BEST! VERY HELPFUL AND KIND. THANK YOU. MARIA B.
MARIA B | Overall ExperienceJustin and his assistant on the desk were very helpful and had pleasant personalities.
MARIA B | First ImpressionsI'm still at the u-haul storage don't plan on leaving anytime soon
Angela C | Overall ExperienceUsed it for 18 months. Nice workers & managers.
Loran S | Overall ExperienceEvery time i use this location for rentals they are 110% I have never received better service with any other location or competitor. Justin and his team do a fantastic job.
Kevin B | Overall ExperienceJustin goes above and beyond with his job Always helpful, polite, and willing to help with anything. I needed to store zero turn mower until moving in my house, they measured the hallway for me to assure I could use fit. Would definitely use facility again!!
Ruth M | Overall ExperienceThe only problem I had with this U-Haul storage was the inability to get the billing correct. On 4 occasions I had to work with a U-Haul customer service person or staff on site to reset my billing. I set me storage unit up on "Auto Pay and provided my Discover Card." I was charged late fees and locked out multiple times because no one could setup the auto-pay correctly. I understand one mistake but to have this happen 4 times in roughly a 7 mo time span is unacceptable.
David S | Overall ExperienceI would rate this location as unbelievable!!! We have never encountered a facility as nice as this anywhere. This place was amazing, very well run, immaculate, very secure, we are spoiled for all other storage units.
Porfirio M | First ImpressionsJustin was great!!!
Shanai S | First ImpressionsN/A
Jonathan H | Overall ExperienceI don’t think that I have ever had a better experience with customer service in my entire life , Justin and the entire staff were very helpful with anything I needed. They remembered who we were. And treated us amazing . I will definitely be sending people his way way in the future and will use this site for any other needs I have . Keep up the great work you guys are awesome and thanks for all of your help these past few months !
Michael E | Overall ExperienceVery Pleasant
Justin T | Overall ExperienceThis U-haul storage facility is clean, secure and easy to use. The staff are helpful, knowledgeable and friendly. I would definitely recommend this U-haul storage facility! Thank you for a great storage experience.
Tamara P | Overall ExperienceWas having a bad week and it was so nice to have all the staff help me through the process of renting a truck and a storage space. Wow!!!
YVETTE C | First ImpressionsI was very impressed with the facility. The store manager was incredibly friendly and went above and beyond in assisting me when needed. I would use this facility again if needed and definitely recommend it.
Shelli W | Overall ExperienceCleanest storage facility I have used.
Adam O | First ImpressionsThe facility is very clean and spacious for the purpose. Staff was friendly & helpful,Question was answered in a timely matter Convenient to travel too the area
LANDER P | First ImpressionsJustin is a five-star manager.
Tommy B | Overall ExperienceJustin and the staff were very accommodating.
Jeffrey A | Overall ExperienceGREAT customer service 😍
heather b | First ImpressionsJadelyn and Lacourtney were super friendly when checking in for the storage unit. Jadelyn gave me a tour of the facilities and was very friendly through it all. Lacourtney has very good customer service skills, and was quick and efficient in checking me in. I will definitely recommend this facility!!
Zachary C | First ImpressionsExcellent customer service, very clean facilities and lots of helpful equipment for movement.
Neptali C | First ImpressionsI would highly recommend to anyone needing self storage. It was extremely convenient to be able to pick up the U Haul and access self storage in the same building. It was easy to load and unload items because you can back the truck up to the main storage entrance and they have a bank of rolling carts that are available to help get your items to your room! The storage area was spotlessly clean and the temperature controlled rooms added extra peace of mind that anything and everything you stored was safe. I would have to say this was quite possibly the most friendly and helpful staff I have ever encountered. It was very easy to find someone if you needed assistance and every person was knowledgeable. If I need self storage in the future and for anyone that needs self storage - you won’t regret choosing this location.
Emily P | Overall ExperienceJustin went beyond helpful. Very conscientious.
Roy P | Overall ExperienceFriendly service and convenient unloading of items for storage. Very clean and secure facility. Thank you!
Tamara P | First ImpressionsWas helped by two associates and they were friendly, helpful and knowledgeable about the storage and equipment return. Took time to explain the facility and access to me even though it was near closing. They continued to be helpful and friendly during our “move in” the next day. Returning the U-Haul was quick and effortless. Would highly recommend to anyone looking for storage or truck rentals. Kudos to the associates for a clean, organized and user friendly location.
Emily P | First ImpressionsBest storage facility ever. Period. Justin and his staff were truly amazing and went above and beyond. I never thought I would have such a great experience at a uhaul, but they proved me wrong. It was like having a personal concierge at a six-star hotel, even though the ratings only go up to five-star. They were that good.
Kevin M | First ImpressionsOn memorial day the guy that checked me out was cool AF. Glad they were open on my day off!
Chase J | First ImpressionsGeneral manager Justin Thompson is in charge @ Leestown location and providing first rate service!! This gentleman went above and beyond the call to provide service to a number of people the day we moved in. Very cool , calm & collected during a very busy day. We highly recommend using this location for your storage needs or truck rentals. You will be pleasantly surprised at this gentleman's ability to process you in a timely & professional manner whether you registered online or just walk in. Well done Justin Thompson!
Mary H | First ImpressionsGuy helping Dustin or Justin very polite n helpful
brian d | First ImpressionsSt. Clair is super friendly & helpful!! Justin is always fantastic as well!!
Angie S | First ImpressionsStaff was very helpful in getting to our storage area. We had an appointment and were going to be 45 mins. late ,When I called they changed the reservation time. I have used U-Haul for many years .
Margaret D | Overall ExperienceVery pleasant experience.
William C | Overall ExperienceGreat customer service
Luis C | First ImpressionsJosh was very helpful!
JILL C | Overall ExperienceI would to have the 24 hour access soon. Super fast and easy to start the rental process
Debbie W | First ImpressionsNot being open past 5:00 pm is somewhat inconvenient, but the staff was super friendly and cooperative. Anne and Justin were very easy to work with
ryan l | Overall ExperienceFast Friendly Customer Service I was In/Out in less than 10 minutes and on the road This facility is very update and very clean and convenient.
Maurica G | First ImpressionsAnn was great to work with. Made signing up quick easy. Storage facility was clean and easy to get to my unit
John B | First ImpressionsAnn and customer service was superior and will ensure I will come back
ryan l | First ImpressionsWould be nice if you had better access to the storage area and didn’t need to use a cart
Dennis B | Overall ExperienceEveryone was friendly! One of the best I’ve been too!
Andy E | Overall ExperienceGood staff. Put my mobile storage units inside at a dock door because it might rain.
Brandon B | Overall ExperienceI have not had business with u-Haul for months, and You wanta review... well here ... 0.... your company is garbage to message me for a use not even in my name. Enjoy your Dissatisfaction rating.
kenneth m | Overall Experience