Truck was filthy. Not a happy customer
April PotterCustomer Reviews for U-Haul of West Town
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.
Service was excellent
JERRY ROGERSYour scheduling system is TERRIBLE! I used the app to schedule to pick up at the West Town location over a week in advance. I received a call the day before that there would not be a truck and that I’d need to go to a different location on Clinton Hwy. I called the Clinton Hwy location and they did not have a truck for us. I then called West Town back. They now see our reservation transferred to Clinton and not their location. Miraculously a truck was now available within a matter of an hour but I needed to cancel my so called Clinton reservation by calling or using the App. Concerned I’d be completely removed from the system and no longer have any truck available to drive back to IL, I went in person to the West Town location to get the situation fixed. Thankfully the young woman there was outstanding and was able to resolve the situation. However, it never should have happened. We have rented NUMEROUS times through U-Haul with no appreciation for customer loyalty. It’s pretty disappointing.
JESSICA SACCONENothing
Ann LaneThere shouldn’t be an extra charge for after hours returns. I was able to get the truck returned before the location closed but I wasn’t told about the fee beforehand. Please make sure customers are made aware of this policy.
willam campbellEveryone there was friendly and the whole process was efficient
Darrell ShiresThe truck I reserved was ready just as promised the process was fast and I was able to get on the road and get moving. The return process was also seamless.
Jonathan VIncentWhen I returned the trailer at approximately 6 pm on Monday 3/11/24, I asked for a return receipt. The unkept white guy behind the counter, the one with the long hair, told me he would email it. He never did. 4 days later I was wrongfully charged an extra $44.90 for 2 additional days and accused for not having returned the trailer on time. I’m still waiting for a refund on this after visiting the location to resolve this matter. Additionally, after he unhooked the 4 x 8 trailer on Monday, he let it roll down driveway and have it crash into garbage can and wall of the U-Haul building while trying to unsuccessfully stop it by repeatedly slamming his foot on the trailing electrical cord which could have likely damaged it. This showed a lack of professionalism and respect for the company’s equipment and property. I sense I was intentionally defrauded by this individual. If I hadn’t taken photos of the trailer where he left it, it could have gone missing without a trace. This person is a liability to U-Haul and it’s customers and deserves to be replaced.
Dimitri VanderbellenStaff was great and the trailer fit my needs.
ROBERT HANDKeep the people you got in there cause they are great people
DAVE NOBLEThe gentleman that checked me in was helpful and personable. The van was not filthy but still had empty water bottles, empty chip bags and paper work from the prior user. The main problem was that something was wrong with the rubber fittings around the driver door which resulted in a loud sound from air coming through the gap. I was unable to listen to the radio or use my cell phone due to the annoying noise. I purchased ear plugs which made it workable. Otherwise, the van drove well and it got the job done.
Dallas ReynoldsThe truck was dropped off after hours. The location had plenty of space for the truck.
Philip SheridanKari checked me in and Hooke my equipment. Truly personal yet professional and just kind. In today’s world was a breath of fresh air to get that level of service thank you
kevin barronJustin and Toma were very professional and made my experience positive.
Darleen Jenner-Van still had a box inside of it from previous renter. -Van had not been swept out -Van smelled like weed inside the cab -Customer service rep gave me the creeps -Absolutely did not like that the customer service representative "needed" to take a picture of me with his cell phone before letting me take the keys -Also did not like customer service representative commenting on the location of my home address and that he knows where it is -Please imagine for a bit that you're a woman trying to rent a van to move some furniture. You get to U-Haul and the guy behind the counter immediately gives you a bad feeling. He keeps making weird comments during checkout. He takes a photo of your driver's license. He implies he knows the location of your home. Then he suddenly whips out his phone camera to take a picture of you, and won'tlet you leave without the photo. How would you feel in this scenario?
Samantha EvansEverything was perfect
Darlene SeagravesThe front cab was had some trash and from a past customer paperwork and was a little dirty. There were also no storage blankets in the hanging bag in the trailer area. But it moved me and stuff from point a to point b so call it a win
jordan hanksIt's an aged location, but the staff was friendly and very helpful. I will make it my goto for trailer rentals.
Robert WeaverU need much more help there on the weekends as they seem to stay slammed
Laura Hutchensmay be have adrop off at the your end of drive, in stead od bring back to location.
raymond sentellVery nice people
Christian StromHad a great experience, and showed up without a reservation. Justin was great and helped me right away and hooked up my trailer. I was in and out in less than 30 minutes. Will definitely rent from here again.
Matthew HallEnjoyed the customer service and all one lady talked too
Tonya SPUYRGEONNa
Sherry MartinkoI was charged for pads I didn’t receive
Diane LeslieYou might want to make your mobile check in app work a little better or maybe a little more simpler. I couldn't get it to work and had to check in manually, which was fine. The rep that checked me in was very, very helpful.
Robert McReynoldsEasy check in and out. Hassle free
Bebo SamanThey left the key in the door and left the back of the truck door open. I almost had a wreck, and then they overcharge me.
kimberly castleEmployee doing return was super angry & attempting to force me to go get gas rather than letting me pay for the one gallon I used, he was miserable from the moment I walked in
Connor WiseThe software wouldn't allow me to return the truck. I had to deposit the keys for them to do it in the morning. Still waiting on a receipt.
JOHN EMANUELLINeed more than 1 person checking in people on a Saturday morning. They were nine people in line with one poor man trying to accommodate the customers.
William MayoAt first the guy said he didn’t have my reservations , he wouldn’t look it up by reservation number . Than he said he found it and it was local and only had 10 miles , I told him that wasn’t right that it was one way . After another few mins found out he was looking at someone else with same last name . Than he said that he didn’t have any trucks one way , FINALLY after about 30 mins he got it straighten out .
Bruce Myershire more dedicated employees/more employees per shift , there were longer wait times because employees were all over the place. Submit random drug tests, some of the behavior from employees was questionable. Dedicate a specific employee for cleaning trucks only. Use suggestion cards for customers to fill out that they can use for things they believe is wrong with trucks, schedule routine maintenance. Have better communication among employees. Make the customer feel welcome put coffee soda/water or snacks out.
Nicolas GendronWork on clearing the snow and ice from the parking lot (which an employee was doing while I was there).
Jake ClarkThe staff at this location helped us through all the issues with the ice and snow we had. I am very grateful for their assistance. You have a really good staff there and this was not the first time I had used them. David Howard
David HowardVan rides great
MARK NOLANWebsite would not work and had to check in which took 45 minutes as only 1 person was working the desk.
Jodie DeboerWalked in for my rental. Nobody in the office and waited ten minutes for someone to do the rental contract. I had a reservation so they knew I was coming. When returning no signs to direct what to do with a trailer rental. No instructions when I rented where to return. I followed traffic lanes to what you use for truck return which was full and was directed to turn my truck and trailer around and drive the wrong way out to park the trailer. Very little room to turn a full sized pickup and 12’x6’ trailer around.
Nathan BretscherThe team was very helpful
Joel AlbenzeAttentive and courteous staff
Steve MorinIt was a fantastic experience, no hiccups at all!!! Great staff as well!!!
Shaleyah ColbertNot much to do differently. The reservation was on file and they were very timely to bring the truck and car dolly up for me. Because I've never towed a car before, the gentleman was very thorough in explaining how to safely hook up the car because I didn't have the car with me when I picked up the truck. Overall, Excellent experience !!!
Scott SawejkaThis is the second time we have ordered a Uhaul for pickup after hours and it hasn’t been ready and we haven’t been given a code to even access it. There has been nothing done both times to make it right, so we will not be using this location again.
Alan HethcoatService representative was very professional and courteous.
cornel johnsonA charge for a service I did not request was added. Only $15, but when you’re already pinching Pennie’s a buck is a buck. I was then charged $104 for the day. Imagine my shock when I tried closing out and retuning the truck and appliance dolly and you wanted another $100 from me. Now my 104 is still tired up and y’all have not been paid.
Angela LongMy customer service experience with Billy was amazing!!
hanz zarateAccept returns from distance without excessive charges. We've had to drive 2 hours to avoid the Knoxville surcharge. Makes me less likely to deal with uhaul.
Adrian MerringtonCall me back!!!
Lisa BeardAt drop off the man took the keys and disappeared. I had to go find him to make sure the check in process was complete because I needed the receipt for work. Disappointing with the whole experience this time
Rachel KetelleN/A
Steve MorinGreat service, friendly staff and a super job on my car!
ronald tuckerDid not do what's on the work order
Ricky GreenBoth movers were excellent & friendly.
Stacey AndersonWell the brakes on the trailer didn't operate properly and overworked the brakes on my truck which caused extra wear and tear on them. The only comment I have is to have the equipment fully inspected before using it.
Gerrell SmithVery poor, slow customer service. Ended up doing everything online while waiting in line while the employee assisted 1 person. Waited 25 min before processing everything on my phone.
Thomas RookFriendly and accommodating staff.
John LawrenceThe gentleman who processed our order and got us our truck was exceptionally helpful and friendly.
Rob Simpson